I selected this because the resolution is so poor that at least you wouldn't be able to know who she is. So I can continue to write about this in my usual controversial way.
The short story is that the Chinese Lady, probably missed her flight after visiting Hong Kong, had an issue with the airline. It was so unreal and ended up on the internet. What I found interesting was her remark to her "husband?", pointing out that you should have boarded first, so they would keep the gate open for her. What went through my mind was, well slightly correct, provided their checked in luggage was tagged under her husband's boarding pass and the delay wasn't completely outrageous. I assumed their luggage have already been offloaded by the time they reached the gate, and obviously been approved by the Captain. So the ground staff really had no option there... Based on her comment, I would say that she isn't completely ignorant about airline "rules", so how did it end up like this?
Speaking of rules, you may think "following rules" make you 100% good?! Think again, and in this world, I can tell you, sometimes, following rules, is exactly what we, society, functioning corporation, DON'T WANT. Because it can really MESS UP the good, and break the functioning process. Why?? How could this be right? This is where logic, discretion, comes in... some people may even twist the word and call it corruption, which I can assure you, it isn't. Again, it really comes down to the "intention".
Let me explain... Cathay Pacific had some industrial actions before, where staff, including pilots were following all procedures 100% as per guideline, AND ignoring the situation itself, it completely removed the "human" aspect of 1) priority 2) reasoning 3) other events happening and so forth... Up to this point, does it sound like the current corporate model, yay automation, no human error, no further escalation blah blah blah. Very weird right? So how did it become a bad thing for Cathay and how did something sounded so "excellent", would be bad for the company? Well, it literally created unnecessary backlog for the airline, delay and unsatisfactory results for customers, operating cost went up, company image went down, impact to the shareholders........ and what can the company say? Nothing. The staff merely "followed" the book 100% or even went extra miles to make sure those rules are followed....
Were those rules redundant? Not necessary, it is probably unnecessary to call upon and really need to exercise clear judgement based on each unique situation / circumstance.
PS: A senior purser, is senior, because he/she may be capable for a lot more in a different situation (within context) and may appear to be no different to a junior one. Do they get paid more, the answer is yes and that is one of the very reason. Do they all follow the same rules, I can tell you, no organisation has that, unless they are run by robots / computers, and even then, it would be hard to automate all "senior" decision makers' decision... and as if they would all be following the same "RULES & STANDARDS" with no deviation.
Rules? If rules are there and can't be explained, it is like child's play... Next time, I'd rather hear the reason, where are you coming from, what is the logic behind, and are there other considerations and then, maybe I will be able to work out what is "good" or "bad".
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