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October 31, 2005

郷に入らば郷に従え

私、毎朝TBSラジオの「森本毅郎スタンバイ」を聞きながら通勤
するのを日課としております。

さて、本日の朝は冒頭から森本さんの愚痴で始まりました。
先週「森本毅郎スタンバイ」のスタッフはドイツより放送を行なって
おりました。ハンブルグ、プラハと取材を終えて、金曜日にプラハから
ルフトハンザ便にてミュンヘン経由で帰国する予定だったようです。

ところがプラハからミュンヘンへ飛ぶ便が霧の為遅延し、東京行きの
便が定時で飛んでしまったため、わずか30分の差で乗り継ぎ出来なくなってしまったとのことでした。わずか30分なので遅れた便を待ってくれてもいいだろうに、と言う愚痴がまず一件。
さらにフライトが翌日の便に振替となり、その夜の宿泊ホテルの手配
に3時間半立ったまま待たされたということに愚痴。
その間詫びの一言もなく、自分の担当業務が終わった係員はさっさ
と帰ってしまい、さらにその場の係員も、客を待たせているにも
かかわらず担当者同士談笑し合って気にもしない。
遅延は天候のせいだからと悪びれる事もなく対応する姿にさらに
愚痴。そしてレストランや商店でも笑顔ひとつないとドイツ人の
対応に愚痴。
そして、翌日の便で帰国したものの、スタッフ12人のバゲッジの
うち、8名分が行方不明となってしまったとのこと。

スタッフの皆様、運悪くこのようなアクシデントに巻き込まれて
しまったこと、ご愁傷様です。
日本人として、このような応対を受けた事、同情いたします。
日本人の感情としては実に良く分かる憤りだと思います。

ただ今回のドイツ取材については、先週の月曜日の朝にルフトハンザ航空のお偉いさんのインタビューが10分近くも放送された事を考えれば、今回のドイツ取材についてルフトハンザ航空がスポンサーとしてついていた事は明らかと思います。
現にプラハからミュンヘンに到着した際、東京便が飛んだ後だったと
してもフランクフルトまで出れば日系航空会社の夜便があったことを
考えても、やはりチケットが他社に振り替えできないチケットだったと
いうことが考えられます。

そして外国の航空会社を使う以上、上記のような対応は普通である
ということも頭に入れておく必要があると思います。
特に天候が原因の場合、普通空港職員は謝罪等は行ないません。
そして自分の持分のみきちんとやればよいと考えるのが彼らの
メンタリティです。日本人のメンタリティから考えれば信じられない事
と思われますが、何かあったときに日本人が満足する対応を求める
ならば、日系航空会社を使うべきであると思いますし、現にそういう
対応を求めて日系航空会社を利用する人々も多いということも
これまた事実です。

古人曰く「郷に入らば郷に従え」。外航を利用する以上、何かあった
時の対応についてはそれなりの覚悟が必要だと思います。

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Comments

パパさん!uiuichanだよ~!!!♪

「森本毅郎スタンバイ」のスタッフさんたち、たいへんだったんだね。初耳!!!スタッフが
キレるのもわかる!!

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