Summary of Key Points
Civil aviation is an industry that relies heavily on coordination among various departments. However, the most “默契” form of cooperation between them has become shirking responsibility: employees use phrases like “This isn’t my concern” or “The issue has been reported according to procedure” to shift blame. The focus is on leaving a trail of evidence to protect themselves rather than solving passengers’ problems. Departments avoid taking responsibility for fear of complaints, and frontline staff have shifted from trying to resolve issues to avoiding them altogether. As a result, passengers’ needs get stuck in the gaps between different departments, damaging the company’s reputation.
Detailed Analysis
1. The Standard Phrases for Shifting Responsibility: seemingly Reasonable, but Actually Indifferent
The two most common phrases used to shift responsibility in civil aviation are:
- “This isn’t my concern.”
- “The issue has been reported according to procedure.”
- Why do these phrases sound justified? Because airports, airlines, and outsourcing companies each have their own responsibilities. For example, if luggage is lost, ground staff might say it’s the airline’s responsibility, while the airline might blame the airport agent—although that doesn’t necessarily lead to the luggage being found.
- “It has been reported according to procedure” is even more problematic: all the necessary steps have been taken, and the system has records, but no one knows if the issue has been resolved. It’s like asking a teacher for help, only to hear “I’ve already informed the principal,” with no further action. The process is followed, but the problem remains unsolved.
2. The Culture of Leaving Evidence: A Careful Game of Self-Preservation
In civil aviation, proving one’s actions has become more important than actually solving problems.
- Screenshots of WeChat conversations are taken, emails are sent after phone calls, and even the wording in emails is carefully chosen (e.g., “Please take the lead in handling this” vs. “Please assist in handling it”). The difference between these two phrases can determine who takes responsibility in case of an issue. For instance, being the one to “take the lead” implies responsibility, while merely “assisting” means you might be exempt from blame if something goes wrong.
3. Conflicting Rules: Everyone Fears Complaints and No One Wants to Take Responsibility
Each department has its own rules, but when they conflict, no one wants to be the first to take action.
For example, after a flight landing, the cabin crew might ask security to stop economy class passengers so business class can disembark first; however, security refuses because being seen stopping passengers could lead to complaints and negative publicity for them. Both parties know order needs to be maintained, but the debate is about who will face the consequences of any issues that arise. As a result, no one acts, leaving passengers in chaos with a poor experience.
4. A Change in Thinking: From “Solving Problems” to “Avoiding Trouble”
In the past, frontline staff would try their best to help passengers. Now, they ask themselves:
- “Will this statement be misinterpreted?”
- “If something goes wrong, will it be my responsibility?”
- For ambiguous situations, the safest option is to avoid taking action. It’s like seeing someone fall on the street; you might want to help but fear being blamed, so you simply walk around them. The process is followed, and responsibility is avoided, but the passenger’s problem remains unsolved.
5. The Cost of Shifting Responsibility: Departments Win, but the Company Loses
Departments that shift blame may seem to win by avoiding their own issues, but passengers see this as a sign of poor service. Whether it’s the cabin crew or security, they buy tickets from the same company, and a problem leads them to think the company is unreliable.
It’s similar to shopping at a supermarket where faulty service makes customers decide not to return. In civil aviation, the consequences of such behavior include not only the loss of trust but also damage to the company’s reputation.
This article highlights a common issue in civil aviation: as responsibilities become more clearly defined, trust among departments declines. It’s hoped that this tendency to shift blame will disappear soon, as passengers’ needs are not about following procedures, but about having their problems resolved effectively.