“陀螺地服”王英

高維微

2021年3月8日11：05分，重慶江北國(guó)際機(jī)場(chǎng)T3航站樓G04登機(jī)口，由重慶飛往杭州的OQ2389/CZ2889航班開始登機(jī)。

“您好，請(qǐng)出示登機(jī)牌和健康碼。”在經(jīng)過(guò)登機(jī)口人均不到5秒的時(shí)間里，王英要確認(rèn)每位旅客的登機(jī)牌、健康碼信息，還要留意旅客的身體狀況，以及是否戴了口罩。

檢票，只是王英工作中的很小一部分。作為重慶航空地面服務(wù)部服務(wù)分部的服務(wù)經(jīng)理，王英說(shuō)自己就像個(gè)陀螺，哪里有需要，她就要轉(zhuǎn)到哪里。

At 11：05 a.m. on March 8， 2021， flight OQ2389/CZ2889 from Chongqing to Hangzhou started boarding at Gate G04 of T3 Terminal of Chongqing Jiangbei International Airport.

"Welcome on board. May I have your boarding pass and health code " In less than 5 seconds， Wang Ying was required to check the boarding pass， health code， and even the physical condition of each passenger and whether they wore a mask at the gate.

Ticketing is only a small part of Wang Ying’s job. As the service manager of the Service Division of Chongqing Airlines’ Ground Service Department， Wang Ying regards herself as a gyro that would be in place wherever there is a need.

“火眼金睛”“The Most Discerning Eyes”

做地服多年，王英練就了一雙“火眼金睛”。

半個(gè)月前，王英就在登機(jī)口發(fā)現(xiàn)了一名“問(wèn)題旅客”。這位前往鄭州的旅客里三層外三層把自己包裹得嚴(yán)嚴(yán)實(shí)實(shí)，卻還在發(fā)抖，“當(dāng)天氣溫二十多度，再怕冷也不會(huì)穿那么多?！蓖跤⑿拇嬉蓱]。

可是面對(duì)詢問(wèn)，這位乘客矢口否認(rèn)身體不適，說(shuō)“就是太緊張了”。王英給同事遞了個(gè)眼神，兩人“連哄帶騙”將乘客扶到休息椅上，叫來(lái)了醫(yī)護(hù)人員。檢查發(fā)現(xiàn)，這名旅客身體狀況不適合搭乘航班。

旅客一聽，著急地掏出口袋里所有的錢，嚎啕大哭：“我只有兩百塊錢，回不去了……”她向王英哭訴，說(shuō)是來(lái)重慶探望姐姐的。而王英聯(lián)系上旅客的姐姐得知，這名旅客身體不好，獨(dú)自在鄭州居住。

如何將這名旅客安全送到鄭州？王英腦瓜子迅速轉(zhuǎn)了起來(lái)——

王英在電話中請(qǐng)旅客的姐姐趕到機(jī)場(chǎng)，先帶她做一些簡(jiǎn)單的治療。等待過(guò)程中，王英一方面幫旅客協(xié)調(diào)免費(fèi)改簽事宜，一方面向公司打聽低價(jià)往返重慶鄭州的機(jī)票。

旅客的姐姐趕到后，王英開始和她溝通，“我們可以為你妹妹免費(fèi)改簽，但需要一位親屬陪同。不過(guò)你放心，家屬陪同的往返機(jī)票都是最低價(jià)?！焙髞?lái)，這位旅客在侄女的陪伴下，乘坐第二天下午的航班安全抵達(dá)鄭州。

“如果沒(méi)有低價(jià)機(jī)票怎么辦？”我們問(wèn)王英。

“想其它辦法唄，只要她乘坐重慶航空的航班，我就要保障她的出行安全?！蓖跤⒄f(shuō)。

Wang Ying has developed a pair of"discerning eyes" after many years of service.

Half a month ago， she met a "troublemaking passenger" at the boarding gate. The passenger who headed for Zhengzhou bundled herself up but was still shaking. "The temperature was over 20 degrees that day， no matter how cold one is， he won’t wear that much." Wang Ying had doubts.

However， when asked， the passenger denied that she was unwell and said， "I’m just too nervous". Wang Ying made a sign to her colleague， then they "induced" her to the rest chair and called the medical staff. And they found that the passenger’s physical condition was not suitable for taking the flight.

Hearing this， the passenger took out all her money and wailed loudly： "I only have 200 yuan left， so I can’t go back..." She cried to Wang Ying， saying that she had come to Chongqing to visit her sister. After contacting the passenger’s sister， Wang Ying learned that the passenger was in poor health and lived on her own in Zhengzhou.

How to get this passenger to Zhengzhou safely Wang Ying was thinking fast—

Wang Ying called the passenger’s sister and asked her to rush to the airport and take the passenger to have some simple treatment. While waiting for the passenger’s sister， Wang Ying not only helped the passenger coordinate changing her flight for free but also consulted the company on low-fare， round-trip tickets between Chongqing and Zhengzhou.

After the passenger’s sister hurried to the airport， Wang Ying said to her： "We can change your sister’s flight for free but she needs a relative to travel with. But no worries， round-trip tickets for accompanying family members are always at the lowest price. " The next afternoon， the passenger flew to Zhengzhou safely， accompanied by her niece.

"But what if there is no low-fare air ticket " We asked Wang Ying.

"Well， we’ll work things out. I have to guarantee her safety whenever she flies with Chongqing Airlines"， Wang Ying said.

“臨時(shí)保姆”“Babysitter”

王英幾乎每天都在和登機(jī)牌打交道，她也因此練成了一項(xiàng)絕技，能快速準(zhǔn)確地從一堆登機(jī)牌中發(fā)現(xiàn)不是同一航班的登機(jī)牌。這防止了個(gè)別馬大哈旅客上錯(cuò)飛機(jī)。

在很多人看來(lái)，登機(jī)口有檢票機(jī)護(hù)航，一般不會(huì)出錯(cuò)。不過(guò)，對(duì)王英來(lái)說(shuō)，過(guò)度依賴機(jī)器其實(shí)埋藏隱患，因?yàn)闄C(jī)器總有出錯(cuò)的時(shí)候，比如錯(cuò)檢、漏檢，這就要求地服人員必須一絲不茍按照標(biāo)準(zhǔn)流程操作。用她們的行話說(shuō)，“機(jī)器能錯(cuò)，但人決不能錯(cuò)”。

“從業(yè)近十年，工作時(shí)間越長(zhǎng)，我就越謹(jǐn)慎。”工作以來(lái)，王英會(huì)有意識(shí)地收集整理那些因檢票而導(dǎo)致的錯(cuò)誤，并和同事們一起復(fù)盤，尋找問(wèn)題的根源。她發(fā)現(xiàn)，很多錯(cuò)誤產(chǎn)生的根本原因，就是工作不用心。

在地面服務(wù)部的工作中，不僅僅要用心，還得有耐心和愛(ài)心。

“我們就像登機(jī)口的‘臨時(shí)保姆’?！蓖跤⒄f(shuō)，候機(jī)樓里總會(huì)遇到各種特殊狀況，比如幫新手爸爸給小孩換尿布，幫老人拿行李，想得到想不到的都會(huì)遇到。

兩個(gè)月前，王英還客串了一回“偵探”。當(dāng)時(shí)，她正在候機(jī)樓巡視，看見(jiàn)一位婆婆正在四處張望，于是隨口問(wèn)了一句：“婆婆，您需要什么幫助嗎？”

原來(lái)，婆婆到商店買水回來(lái)，發(fā)現(xiàn)四歲的小孫女不見(jiàn)了?！拔乙彩钱?dāng)媽的，四歲的娃兒身邊沒(méi)大人看護(hù)，太危險(xiǎn)了?！蓖跤⑸钗豢跉?，讓自己冷靜下來(lái)后便開始了“偵察”工作。她判斷，警察趕到還需要時(shí)間，找娃卻不容耽擱。她立即協(xié)調(diào)同事分頭找娃，并聯(lián)系監(jiān)控中心幫忙尋找一名身穿粉色衣服的四歲女孩。

十分鐘后，監(jiān)控中心傳回消息：三分鐘前E指廊附近出現(xiàn)過(guò)與描述相符的小女孩。接到消息，王英立馬坐上附近的一輛巡邏車，指揮駕駛員往E指廊開去。三分鐘后，她找到了早已哭得慘兮兮的小女孩。

Wang Ying deals with boarding passes almost every day that she has acquired a unique skill—quickly and accurately spotting boarding passes from a stack of boarding passes that are not for the same flight. Her skill prevents some careless passengers from boarding the wrong plane.

Many people think that automatic machines of ticket examinations， set at the boarding gates to support flights， don’t usually make mistakes. However， for Wang Ying， over-reliance on machines actually buries hidden dangers as machines sometimes make mistakes including errors and omissions in ticket examinations. Thus， ground service staff are required to meticulously do their work in accordance with the standard process. In their parlance， "machines can be wrong， but people must not be wrong".

"I have been in this industry for more than twenty years. The longer I work， the more cautious I am." Since she started working， Wang Ying has deliberately collected and organized mistakes in ticket examinations and reviewed them with her colleagues to diagnose the root cause of those problems. She found that the root cause of many mistakes was sloppy work.

Working in the Ground Service Department requires not only attention， but also patience and love.

"We are like ’temporary babysitters’ at the boarding gates." Wang Ying said， there will always be various special situations in the terminal building， such as helping novice fathers change diapers for children， carrying luggage for elderly people， and other unimaginable things.

Two months ago， Wang Ying also made a guest appearance as a "detective". At that time， she was patrolling the terminal. Then she saw an old lady looking around， and she asked， casually，"Madam， what can I do for you "

It turned out that the old lady went to the store to buy bottled water and came back to find that her four-year-old granddaughter was missing."I am also a mother. I understand how dangerous it is for a four-year-old child without an adult’s supervision." Wang Ying took a deep breath， calmed herself down， and began the "detective" work. She knew that it would take some time for the police to arrive， but finding the child allowed no delay. She immediately coordinated with her colleagues to split up to find the child and contacted the monitoring center to help find a four-year-old girl in a pink dress.

Ten minutes later， the monitoring center sent back a message that a little girl matching the description appeared near Concourse E three minutes ago. After receiving the news， Wang Ying immediately got into a nearby patrol car， directing the driver to drive to Concourse E. Three minutes later， she found the little girl who had already cried her eyes out.