“陀螺地服”王英

高维微

2021年3月8日11：05分，重慶江北国际机场T3航站楼G04登机口，由重庆飞往杭州的OQ2389/CZ2889航班开始登机。

“您好，请出示登机牌和健康码。”在经过登机口人均不到5秒的时间里，王英要确认每位旅客的登机牌、健康码信息，还要留意旅客的身体状况，以及是否戴了口罩。

检票，只是王英工作中的很小一部分。作为重庆航空地面服务部服务分部的服务经理，王英说自己就像个陀螺，哪里有需要，她就要转到哪里。

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，王英练就了一双“火眼金睛”。

半个月前，王英就在登机口发现了一名“问题旅客”。这位前往郑州的旅客里三层外三层把自己包裹得严严实实，却还在发抖，“当天气温二十多度，再怕冷也不会穿那么多。”王英心存疑虑。

可是面对询问，这位乘客矢口否认身体不适，说“就是太紧张了”。王英给同事递了个眼神，两人“连哄带骗”将乘客扶到休息椅上，叫来了医护人员。检查发现，这名旅客身体状况不适合搭乘航班。

旅客一听，着急地掏出口袋里所有的钱，嚎啕大哭：“我只有两百块钱，回不去了……”她向王英哭诉，说是来重庆探望姐姐的。而王英联系上旅客的姐姐得知，这名旅客身体不好，独自在郑州居住。

如何将这名旅客安全送到郑州？王英脑瓜子迅速转了起来——

王英在电话中请旅客的姐姐赶到机场，先带她做一些简单的治疗。等待过程中，王英一方面帮旅客协调免费改签事宜，一方面向公司打听低价往返重庆郑州的机票。

旅客的姐姐赶到后，王英开始和她沟通，“我们可以为你妹妹免费改签，但需要一位亲属陪同。不过你放心，家属陪同的往返机票都是最低价。”后来，这位旅客在侄女的陪伴下，乘坐第二天下午的航班安全抵达郑州。

“如果没有低价机票怎么办？”我们问王英。

“想其它办法呗，只要她乘坐重庆航空的航班，我就要保障她的出行安全。”王英说。

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.

“临时保姆”“Babysitter”

王英几乎每天都在和登机牌打交道，她也因此练成了一项绝技，能快速准确地从一堆登机牌中发现不是同一航班的登机牌。这防止了个别马大哈旅客上错飞机。

在很多人看来，登机口有检票机护航，一般不会出错。不过，对王英来说，过度依赖机器其实埋藏隐患，因为机器总有出错的时候，比如错检、漏检，这就要求地服人员必须一丝不苟按照标准流程操作。用她们的行话说，“机器能错，但人决不能错”。

“从业近十年，工作时间越长，我就越谨慎。”工作以来，王英会有意识地收集整理那些因检票而导致的错误，并和同事们一起复盘，寻找问题的根源。她发现，很多错误产生的根本原因，就是工作不用心。

在地面服务部的工作中，不仅仅要用心，还得有耐心和爱心。

“我们就像登机口的‘临时保姆’。”王英说，候机楼里总会遇到各种特殊状况，比如帮新手爸爸给小孩换尿布，帮老人拿行李，想得到想不到的都会遇到。

两个月前，王英还客串了一回“侦探”。当时，她正在候机樓巡视，看见一位婆婆正在四处张望，于是随口问了一句：“婆婆，您需要什么帮助吗？”

原来，婆婆到商店买水回来，发现四岁的小孙女不见了。“我也是当妈的，四岁的娃儿身边没大人看护，太危险了。”王英深吸一口气，让自己冷静下来后便开始了“侦察”工作。她判断，警察赶到还需要时间，找娃却不容耽搁。她立即协调同事分头找娃，并联系监控中心帮忙寻找一名身穿粉色衣服的四岁女孩。

十分钟后，监控中心传回消息：三分钟前E指廊附近出现过与描述相符的小女孩。接到消息，王英立马坐上附近的一辆巡逻车，指挥驾驶员往E指廊开去。三分钟后，她找到了早已哭得惨兮兮的小女孩。

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.