“陀螺地服”王英

高維微

2021年3月8日11：05分，重慶江北國際機場T3航站樓G04登機口，由重慶飛往杭州的OQ2389/CZ2889航班開始登機。

“您好，請出示登機牌和健康碼。”在經過登機口人均不到5秒的時間里，王英要確認每位旅客的登機牌、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部服務分部的服務經理，王英說自己就像個陀螺，哪里有需要，她就要轉到哪里。

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”。

半個月前，王英就在登機口發現了一名“問題旅客”。這位前往鄭州的旅客里三層外三層把自己包裹得嚴嚴實實，卻還在發抖，“當天氣溫二十多度，再怕冷也不會穿那么多。”王英心存疑慮。

可是面對詢問，這位乘客矢口否認身體不適，說“就是太緊張了”。王英給同事遞了個眼神，兩人“連哄帶騙”將乘客扶到休息椅上，叫來了醫護人員。檢查發現，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，說是來重慶探望姐姐的。而王英聯系上旅客的姐姐得知，這名旅客身體不好，獨自在鄭州居住。

如何將這名旅客安全送到鄭州？王英腦瓜子迅速轉了起來——

王英在電話中請旅客的姐姐趕到機場，先帶她做一些簡單的治療。等待過程中，王英一方面幫旅客協調免費改簽事宜，一方面向公司打聽低價往返重慶鄭州的機票。

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改簽，但需要一位親屬陪同。不過你放心，家屬陪同的往返機票都是最低價。”后來，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鄭州。

“如果沒有低價機票怎么辦？”我們問王英。

“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。”王英說。

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.

“臨時保姆”“Babysitter”

王英幾乎每天都在和登機牌打交道，她也因此練成了一項絕技，能快速準確地從一堆登機牌中發現不是同一航班的登機牌。這防止了個別馬大哈旅客上錯飛機。

在很多人看來，登機口有檢票機護航，一般不會出錯。不過，對王英來說，過度依賴機器其實埋藏隱患，因為機器總有出錯的時候，比如錯檢、漏檢，這就要求地服人員必須一絲不茍按照標準流程操作。用她們的行話說，“機器能錯，但人決不能錯”。

“從業近十年，工作時間越長，我就越謹慎。”工作以來，王英會有意識地收集整理那些因檢票而導致的錯誤，并和同事們一起復盤，尋找問題的根源。她發現，很多錯誤產生的根本原因，就是工作不用心。

在地面服務部的工作中，不僅僅要用心，還得有耐心和愛心。

“我們就像登機口的‘臨時保姆’。”王英說，候機樓里總會遇到各種特殊狀況，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遇到。

兩個月前，王英還客串了一回“偵探”。當時，她正在候機樓巡視，看見一位婆婆正在四處張望，于是隨口問了一句：“婆婆，您需要什么幫助嗎？”

原來，婆婆到商店買水回來，發現四歲的小孫女不見了。“我也是當媽的，四歲的娃兒身邊沒大人看護，太危險了。”王英深吸一口氣，讓自己冷靜下來后便開始了“偵察”工作。她判斷，警察趕到還需要時間，找娃卻不容耽擱。她立即協調同事分頭找娃，并聯系監控中心幫忙尋找一名身穿粉色衣服的四歲女孩。

十分鐘后，監控中心傳回消息：三分鐘前E指廊附近出現過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.