[Music]
[音乐]
this is what we've all been dreaming of
这是我们
during the covid lockdowns chance to get
在新冠封锁期间一直梦想的事情，有机会
away from it all a little bit of sun sea
摆脱这一切，享受阳光、大海、
Sands swimming and lots of lovely
沙滩游泳和许多可爱的
relaxation
放松，
But first you have to get here
但首先你必须到达这里
I have never been to an airport and seen
我从来没有 去过机场，看过
this party
这个派对，
we are literally like sardines
我们真的就像
in the summer of travel chaos dispatches
夏季旅行混乱中的沙丁鱼一样，调度
goes undercover to reveal what's behind
秘密进行，以揭示
the delays and cancellations
延误和取消背后的原因，
I'm stuck in Greece like seriously stuck
我被困在希腊，就像严重困
in Greece this whole flight cancellation
在希腊一样，整个航班取消的
thing I'm right in the middle of it
事情我是对的 令人尴尬的是，
embarrassing that a great industry has
一个伟大的行业已经
been brought to this we hear concerns
发展到了这个地步，我们听到了这样
that in the chaos Pilots feel Under
的担忧：在混乱中，飞行员在疲劳时感到承受着
Pressure to fly when fatigued many
飞行的压力，许多
companies are seeing the limits that are
公司都看到了
there to protect the flying public from
保护飞行公众免受
crew that are fatigued they're seeing
疲劳机组人员伤害的限制。 我们将
those limits as targets we hear claims
这些限制视为目标，我们听到声称
some airlines are breaking the rules to
一些航空公司违反规则是为了
avoid paying compensation they will
避免支付赔偿，他们将
continue breaking the rules because they
继续违反规则，因为他们
never face any action
从未面临任何行动，
and behind the scenes we see first hand
在幕后，我们亲眼目睹了
the desperation of passengers
乘客的绝望，现在
and
it's 3am
是凌晨 3 点，
we're about to go over to Manchester
我们 即将前往曼彻斯特
Airport for a 7 A.M flight call film
机场观看早上 7 点的航班通话影片，
but I'm packing this early because the
但我要提前收拾行李，因为
MD of the airport has advised passengers
机场的 MD 建议乘客在
to get there three hours before their
flight
航班起飞前三个小时到达那里
I'm flying EasyJet now they have
我乘坐易捷航空 现在他们已经
canceled hundreds of flights left
取消了数百个航班 让
thousands of passengers stranded
数千名乘客滞留
I'm gonna get myself over there I'm
我要去那里 我
going to check in wish me luck
要去办理登机手续 祝我好运
I'm about to get my first surprise of
我即将得到早上的第一个惊喜
the morning
it's only 4am but already passengers
现在才凌晨 4 点，但已经有乘客在
trying to check in their bags with
尝试办理登机手续 装着
EasyJet are queuing outside the terminal
易捷航空的行李在航站楼外排队
we've just joined one cue a pre-cue to
我们刚刚加入了一个提示 加入主队列的预提示
join the main queue
Manchester Airport is the third busiest
曼彻斯特机场
in the UK
before covert it was handling over 27
在隐蔽之前是英国第三繁忙的机场，每年接待超过 2700
million passengers a year the airport
万名乘客
was all but mothballed during the
但在
pandemic when travel restrictions were
大流行期间，当三月份旅行限制
lifted in March it wasn't prepared for
取消时，它就被封存了，它还没有为
the volume of passengers now but in the
现在的乘客量做好准备，但在
car park
停车场的
minutes
几分钟里，
I haven't even got into the term like
我什至还没有进入这个术语，就像
yet
inching along one step at a time we
我们终于一步一步地一步一步地走下去一样。
finally make it inside
power in 15 minutes now and finally got
15 分钟后它就通电了，终于
to the
到达了背景，
backdrop
I was thinking now I've put my luggage
我现在想的是，我已经把行李
label on I'm home and dry but look this
标签贴上了，我到家了，已经干了，但看，这
is now another clue to drop off the bags
是另一个放下行李的线索，
that we've now got luggage labels on
我们现在已经拿到了行李
the way to get through airport security
通过机场安检的路上的标签
is worse
更糟糕
can let her queue ahead of me there's
可以让她在我前面排队，
probably at least another half hour
before we even get
在我们
through to the scanners
通过扫描仪之前可能至少还有半个小时，
it's just I'm exhausted already
只是我已经筋疲力尽了，
okay so through security now that was
所以现在通过安检了
absolutely unbelievably long
绝对令人难以置信的漫长，
and we now have 15 minutes
before our flight allegedly
据称我们的航班距离起飞还有 15 分钟，
takes off no idea where the gate is it's
不知道登机口在
probably miles away
here we go
哪里，可能有几英里远，我们出发了
[音乐]，
with many passengers still stuck in
许多乘客仍然在排队
queues EasyJet delay the flight
易捷航空延误了
stockings get through security
航班，袜子通过了安检，
wow what a start to the holiday so only
哇，多么好的开始 到假期只有
half an hour no not too bad and it's 27
半小时，还不错，
degrees in Corfu lovely
科孚岛气温为 27 度，可爱的
Manchester Airport says security queues
曼彻斯特机场说安检队列
are now improving but this summer
现在正在改善，但今年夏天
airports have been in chaos
机场一直很混乱
our flight is canceled no flights until
我们的航班取消了，下周二之前没有航班，
Tuesday next week what the hell
什么 天啊，
it's just people after people after
人来人往，
people
right we just got to Birmingham Airport
我们刚刚到达伯明翰机场，调度员的
the flight is delayed by five hours for
航班延误了五个小时。
dispatchers Global Aviation data
全球航空数据
provider oag found around 1.7 million
提供商 OAG 发现，自 1 月份以来，约有 170 万名
people flying in or out of the UK since
进出英国的航班
January have suffered cancellations
within 48 Hours of Plum departure
在 48 小时内被取消。
when you have hundreds of thousands of
当成千上万的
people finding out that their holiday
人发现他们的假期
can't make their wedding can't make a
无法让他们的婚礼无法举办
birthday whatever it is
生日时，梅花离开，无论
minutes before their flight that is
他们的航班起飞前几分钟都是
chaotic
混乱的，
I think it's embarrassing that a great
我认为这是令人尴尬的，一个伟大的
industry has been brought to this
行业已经被带到了这里
[Applause]
[鼓掌]
you really look forward to a holiday it
你真的很期待假期，
shouldn't be a lottery as to whether
不应该是
your flight is going to go or not at the
在最后一刻才决定你的航班是否起飞
last minute
to find out what's behind the
找出
cancellations and delays we're sending a
取消和延误的原因，我们派了一名
reporter undercover inside Manchester
记者 他在曼彻斯特机场卧底，
Airport
he's got a job as a baggage handler with
在 Swissport 找到了一份行李搬运工的工作，
Swissport that loads luggage for many
为多家航空公司装载行李，
airlines
87 an hour just 17 Pence more than the
每小时 87 小时，仅比
living wage
foreign
he's working in the handling area where
他在处理区工作的外国人的生活工资高出 17 便士，在那里，办理
bags from check-in arrive on different
登机手续的行李通过不同的
belts for each flight
传送带到达每个地方。 航班
it's critical the right bags get to the
正确的行李
right aircraft on time or they'll be
准时到达正确的飞机至关重要，否则
delayed
if you're unable to have baggage
如果您无法安排行李
handlers in place then you can't get
搬运工，行李就会延误；
bags loaded onto a plane if your bags
如果您的行李
aren't on a plane in time then it it
不在飞机上，您就无法将行李装上飞机 及时的话，即使是
creates an issue for even the crew
that's on the plane ready for it to
准备起飞的飞机上的机组人员也会遇到问题，
depart
our reporter is told to help a baggage
我们的记者被告知要帮助一名
handler struggling to hit the deadline
努力在最后期限前完成任务的行李搬运工，
if they don't speed up the flight to
如果他们不加快飞往
Istanbul will be delayed
伊斯坦布尔的航班，就会延误
the other day
前几天，
thank you
谢谢，
some passengers have connecting flights
一些乘客有转机航班，
if their bags are put in the right
如果他们的行李放在正确的
container they risk getting lost
容器中，他们就有迷失的风险，
this one yeah
是的，
in the UK Swissport cut over half its 6
在英国，Swissport 在大流行期间削减了一半以上的
000 ground handling staff during the
6000 名地勤人员，
pandemic yeah
是的
it's gone sit name if you're on your own
它消失了，坐名字 如果你独自一人，
yeah
the flight eventually leaves almost an
航班最终晚点了近一个
hour late
小时，
he was gay and pretty upset sometimes it
他是同性恋，有时非常沮丧，它只是
just sort of gave up and took the bags
放弃了，把袋子
into a New York container because there
装进纽约的一个集装箱里，因为
was just far too much for one person to
一个人容纳的东西太多了。
be doing so I helped him with that today
这样做我今天帮了他，
and I completely understood what he
我完全明白他的
meant it was a joke perhaps three or
意思这是一个笑话，也许
four people for one or two people it's
三四个人对一两个人来说这
just way too overwhelming
太压倒了
my pumpkin
我的南瓜什么
when did that change
时候改变的，
they got rid of the experienced
他们摆脱了经验丰富的
experienced stuff that's like the stuff
经验丰富的东西，就像
I was talking about
我所说的内容
Swissport told us it's sorry for its
Swissport 告诉我们，它对
part in the disruption some people have
experienced at Manchester Airport it
曼彻斯特机场一些人所经历的干扰感到抱歉，它
says it's doing everything it can to
表示正在尽一切努力
mitigate delays for passengers including
减少乘客的延误，包括
hiring more than 4 100 people since
自
January
1 月份
the travel industry is made up of lots
旅游业成立以来雇佣了 4100 多名员工 由许多
of moving Parts they all need to form a
活动部件组成，它们都需要形成一个
perfect jigsaw to enable it to really
完美的拼图，使其能够真正
operate and what we saw during lockdown
运行，我们在封锁期间看到的情况是，
we saw those pieces of that puzzle just
我们看到拼图的那些碎片被
being pulled away okay yeah
拉开了，好吧，是的，
I love this if I had chance to talk to
如果我有机会与 Tui 交谈，我喜欢这个
Tui now I
现在我
I'll probably Shout
可能会大声
tell them angry I am
告诉他们，我很生气，我
look at you on that one Melissa Robinson
看着你，梅丽莎罗宾逊
spent two years planning her dream
花了两年的时间在塞浦路斯筹划她梦想的
wedding in Cyprus
婚礼，
but it almost didn't happen
但它几乎没有发生
beautiful day I know I wish I could go
美好的一天我知道我希望我能
back I don't
回去我不
not with two way
没有两种方式，
the wedding party booked various Tui
婚礼派对预订了五月底从曼彻斯特出发的多趟 Tui
flights from Manchester at the end of
航班，
May Melissa her fiance Michael and their
梅丽莎的未婚夫迈克尔和他们的
children prepared to fly out first the
孩子准备先飞出去，
pilot came to explain there was nobody
飞行员过来解释说没有人
there to get the luggage on so we had to
可以拿行李，所以我们不得不
wait for that on the plane
等待 飞机上的
those baggage handling problems delayed
行李处理问题导致
takeoff for four hours and when they
起飞延迟了四个小时，当他们
arrived in Cyprus the luggage containing
抵达塞浦路斯时，装有
many of the wedding outfits was missing
许多婚礼服装的行李丢失了，
I just thought that you know what we're
我只是想你知道我们要做什么
going to do what we're going to do
我们要做什么
I'm back at Manchester Airport a week of
我 我回到曼彻斯特机场了，混乱的一周
chaos was developing
进展
well you won't be going today but what
顺利，你今天不会去，但是
was happening with this Melissa's
梅丽莎的
wedding party was in the middle of it
婚礼派对正发生在中间，
this is uh brother-in-law it was on his
这是呃，姐夫，他正在去的
way to
路上
nay canceled his flight we sent him some
取消了他的航班，我们给他寄了一些
money we paid for him to come the next
钱，我们付了他
day with
第二天和
his sisters and their children
他的姐妹和他们的孩子一起来的费用，
and then that all got canceled I booked
然后一切都被取消了，我预订了
the next flight with whiz air and the
下一个航班，并
canceled
取消了取消的
the canceled honors and then my two
荣誉，然后我的两个
Bridesmaids
伴娘
their flight got canceled as well
他们的航班 也被取消了，
they found a booking straight where we
他们直接找到了我们
object to but they had to loan the money
反对的预订，但他们不得不借钱，
because you don't get a refund straight
因为你不能立即从 Tui 获得退款，
away from Tui
so they had to loan the money just to
所以他们不得不借钱，只是为了让
come out one wedding guest after another
一位又一位的婚礼客人出来参加婚礼
had their flights canceled my
航班取消了，我的
mother-in-law was in bed she was crying
婆婆躺在床上，她在哭，
I was crying and we was just like right
我在哭，我们就像是的，我们
we're not getting married now we can't
现在不结婚了，我们不能，
they did get married but not before they
他们确实结婚了，但在他们
paid out almost 4 000 pounds on new
支付了近 4000 英镑的新房之前没有结婚。
flights to get their family there on
航班准时送他们的家人到那里，
time and laughter the wedding I felt so
笑声 婚礼
drained because of what had happened
由于发生的事情，我感到非常疲惫
Tui says it's incredibly sorry for what
Tui 说，对
happened to Melissa and has provided
梅丽莎的遭遇感到非常抱歉，并为
refunds for the alternative flight she
她在曼彻斯特机场
bought for her family
为家人
[音乐] 购买的替代航班提供了退款
inside Manchester Airport our undercover
我们的卧底
baggage handler and a colleague are
行李搬运工和一位同事正在
racing to load bags for a Virgin Flight
竞相为飞往伊斯兰堡的维珍航班装载行李，令人
to Islamabad
surprise they did me and you we're not
惊讶的是他们竟然把我和你干掉了，我们不完全是
exactly the two biggest people are we
两个最大的人，我们
not
不是，
they're falling behind and there's no
他们落后了，而且没有
extra help
额外的帮助，
as the backs Mount up a supervisor
因为后面的山 一位主管到达，
arrives very safe flight Departed
航班非常安全，出发了，
so it seems like the party
所以看起来像是一场聚会，
if the uh flight leaves without half the
如果呃航班起飞时没有一半
baggage what do we do with all these
行李，我们该怎么处理这
five cans worth of luggage
五罐行李，
huh really
嗯，真的
bugs on top
有问题，
there's still 48 bags to load
还有 48 个行李要装
all of this
所有这些
comes
来
in fact virgin delays take off because
事实上，由于行李丢失，维珍航空延迟起飞，
of the missing bags
the flight eventually leaves 90 minutes
航班最终晚点了 90 分钟
late
sport told us the airport's baggage
体育告诉我们，机场的行李
handling system which it doesn't have
处理系统无法
control over suffered a failure
控制，但出现了故障，
its team had to process the luggage
其团队不得不手动处理行李，
manually
which led to delays
这导致 延误，
but eventually all but two pieces of
但最终除了两件
luggage made the flight
行李之外的所有行李都让航班
coming up in this summer of delays we
在今年夏天的延误中，我们
discover desperate passengers clambering
发现绝望的乘客爬上
airside offering to help our undercover
空侧，主动提出帮助我们的便衣
baggage handler
行李搬运工，
and we investigate why airlines are
我们调查了为什么航空公司
struggling to attract cabin crew I just
难以吸引机组人员，我只是
thought it was just appalling the way
想 他们对待我们的方式真是令人震惊
they treated us
谢谢
外国
airport chaos has caused misery for
机场的混乱给
thousands of Travelers dispatchers has
成千上万的旅客带来了痛苦调度员
sent a reporter undercover working as a
派了一名卧底记者
baggage handler at Manchester Airport
在曼彻斯特机场担任行李搬运工，
and he's seeing first hand just what
他亲眼目睹了
some of the problems are
一些 问题是现在是
it's midday and he's nearing the end of
中午，他快要
his shift when he hears voices
下班了，这时他听到
two frustrated passengers have climbed
两个沮丧的乘客爬进
into the airside package area
空侧包裹区的声音，
they are your passengers
他们是你
in Natalia
在纳塔利娅的乘客，现在
what time is it
几点了，
12 o'clock
12 点，
this is your luggage you'll say
这是你的行李，你会说
speak to the supervisor and find out
说话 告诉主管，看看
where you're looking slightly this isn't
你在看哪里，老实说，这不是
here to be honest it's all about has
在这里，
been changing as far as we've been
就我们一直在
counting and stuff and we've got to find
数的东西来说，一切都在变化，我们必须找出
out
答案，
and he landed over an hour ago they've
他在一个多小时内着陆了 以前他们
been waiting all that time to grab their
一直在等待拿
luggage to check it in for their next
行李办理下一趟
航班的登机手续，
and passengers just pulled through from
乘客们刚从
Bay about four saying um but they've
海湾过来，大约四个人说“嗯”，但他们已经
gone back but it's like getting really
回去了，但
agitated saying we'll come through and
说我们会通过的感觉就像非常激动
grab our luggage
拿着我们的行李
s to work hoping the passengers get help
外国人去上班，希望乘客们稍后能得到帮助，
later he spots border Force officers
他发现边境部队官员
coming through
通过
um
嗯
which is perfectly captured all of the
完美地捕捉到了此刻所有的
chaos at the moment and now desperate
混乱，现在绝望的
passengers are
乘客们
the next day our reporter tells his
第二天我们的记者告诉他的
colleagues about the incident involving
同事 涉及乘客的事件
the passengers
it's so weird I've been this though with
太奇怪了，我一直这样，虽然我
me I was on Belt five and then some
在五号传送带上，然后一些
passengers like crawled through the
乘客喜欢爬过
conveyor belts did the Virgin saved them
传送带，维珍航空花了这么
away in so long for their luggage yeah
长时间才把他们的行李救了出来是啊
是啊
Hall
大厅
what do we do put food in one of these
我们该怎么办 把食物放在其中一个里，
up
it sounded like I got off quite lucky
听起来我很幸运，
because from what he said other times
因为从他所说的其他时间来看，发生
it's happened customers coming through
过的情况是，过来的顾客
have been getting quite aggressive and
abusive towards the staff
对工作人员变得相当咄咄逼人和辱骂，
efficient baggage handling operations
高效的行李处理操作对于
are crucial for an airline to run
航空公司的平稳运行至关重要，
smoothly but it's just one step in a
但是 这只是一个
time-critical and complex process there
时间紧迫且复杂的过程中的一个步骤，在
are often 30 or 40 people in the chain
of events that lead to a fully loaded
导致一架满载
airplane departing and that includes the
飞机起飞的一系列事件中，通常有 30 或 40 个人参与其中，其中包括
people that take and load your bags
搬运和装载行李的人员、
those that check the fuel the crew and
检查燃油的人员以及机组人员
the the gate team that
check you onto the airplane and
检查你登机的登机口团队，
everybody has a critical role which
每个人都发挥着关键作用，这
means if any of those teams are short of
意味着如果其中任何一个团队缺人，
people it starts to hold up everybody
它就会开始阻碍
else and it can knock on into many other
其他人，并且可能会影响许多其他航班的
departures
起飞
and as we've seen many of those teams
当我们 我见过许多这样的团队都
are short of Staff with passengers
缺乏工作人员，而乘客却要为此
paying the price
付出代价
so I love to meet someone who knows
所以我很高兴能见到一个人，他
exactly how a problem can escalate
确切地知道问题如何升级，
turning a long for Holiday into a bit of
将漫长的假期变成一场
a nightmare
噩梦，
Valerie cools booked a flight to Bodrum
瓦莱丽预订了一个 乘坐
in turkey with EasyJet flying from
易捷航空从盖特威克机场飞往土耳其博德鲁姆的航班，
Gatwick Airport after spending so much
time alone during lockdown she was Keen
在封锁期间独自度过了如此多的时间后，她很想
to get away
离开
but as oags were searched for
但根据对
dispatchers has identified in June over
调度员的搜查，6月份
half of all EasyJet flights departing
from the UK were delayed
从英国出发的所有易捷航空航班中，有一半以上是 外国航班延误了，
we boarded the plane and everything was
我们登机了，一切都在按
going to plan
计划进行，
then
然后
the captained holders he was terribly
机长的乘客非常
sorry
抱歉，
but our luggage hadn't been loaded onto
但我们的行李还没有装上
the plane
飞机
and we looked out the window and we
，我们向窗外望去，我们
could see that the luggage was still
可以看到行李还在
there
那里，
Valerie says because the baggage wasn't
瓦莱丽说，因为 行李没有
loaded the plane missed its takeoff slot
装载，飞机错过了起飞时间，
so we've got a new slot about two of the
所以我们有一个新的时间段，大约有两名
crew went out of hours
机组人员超时工作，
so we lost that slot what was the mood
所以我们失去了那个时间段。
of the of the passengers at that point
当时乘客的心情如何，
people started to get agitated
人们开始了解 激动的
people started to drink their duty-free
人们开始喝酒，
got a little bit
scary on there to be honest people
那里的免税店有点吓人，说实话，人们
started shouting
开始大喊
the weight for replacement cabin crew
替换机组人员的重量，
triggered yet another delay
引发了另一次延误，
then the captain told us
然后机长告诉我们，
that the co-pilot went out vowels
副驾驶发出了元音，
and she he's actually he came out of the
她实际上是他 从驾驶舱出来，
cockpit he stood in front of us and his
他站在我们面前，他的
actual words were I cannot fly This
实际话是，我无法独自驾驶这架飞机，
Plane alone
therefore I have to cancel this flight
因此我必须取消这次航班，
then another problem Valerie struggles
然后另一个问题是，瓦莱丽很难
to walk far and needed special
走很远，需要特殊
assistance helpers to get off the plane
帮助才能下飞机，
they're subcontracted by Gatwick Airport
他们是 是盖特威克机场的分包商，
not EasyJet they took ages to come and
而不是易捷航空，他们花了很长时间才来
get us off the flight really ages
让我们下飞机，我们在那架飞机上的时间真的很长，
we were on that plane on that tile mark
from around 4 15 till nine o'clock at
从 4 点 15 分左右到晚上 9 点，那些在
night
the people who work on special
特别
assistants that you could tell that
助理工作的人，你可以告诉
they're very stressed because there's
他们压力很大，因为
not enough people working there
没有足够的人在那里工作
Gatwick told us it is sorry for the
盖特威克机场告诉我们，对
delay Valerie experienced
延误感到抱歉 瓦莱丽 经验丰富的
EasyJet told us it provided an
易捷航空告诉我们，第二天它提供了
alternative flight the next day it says
替代航班 它说
Valerie's flight was canceled due to air
瓦莱丽的航班由于空中
traffic control restrictions which led
交通管制限制而被取消，
to the crew reaching their safety
导致 机组人员达到了安全
regulated operating hours it's sorry
规定的工作时间，很抱歉
this happened
发生了这种情况，
the airline has now cut back its
航空公司现在已经削减了航班
schedules to reduce delays
时刻表，以减少延误。
I'm hearing that as well as airports and
我听说，除了机场和
ground handling companies airlines are
地面服务公司外，航空公司
also short of staff
还缺少人员，
some cabin crew and even Pilots that
一些机组人员甚至是飞行员也出现了短缺。
went part-time or were fired during the
兼职或在
pandemic are now reluctant to return to
大流行期间被解雇现在不愿意重返
the industry
该行业
hi Olivia hi nice to meet you thank you
嗨奥利维亚嗨很高兴见到你谢谢奥利维亚
Olivia Kerr worked as a flight attendant
克尔在
for BA for 22 years
英国航空担任空乘人员22年
I absolutely adored it I loved wearing
我非常喜欢它我喜欢穿
the uniform you know people would look
制服你认识的人 看着
at you and I did feel really really
你，我确实感觉真的很
special
特别，
what's the adverts like this ba shows
这家航空公司的广告是什么，显示
cabin staff Keen to take to the air but
机舱工作人员热衷于乘坐飞机，但
in the pandemic it sacked a quarter of
在大流行期间，它解雇了四分之一
its staff including over 4 000 cabin
的员工，包括 4000 多名机组人员，
crew
it was a great service and I just love
这是一项很棒的服务，我 只是喜欢
making people happy because you'd see
让人们开心，因为你会看到
all these people going on holiday and
所有这些人去度假，
you just get really excited for them
你会为他们感到非常兴奋
Olivia says during the pandemic she was
奥利维亚说，在大流行期间，她被
told to accept a 40 pay cut or be fired
告知接受 40 美元的减薪，否则就会被解雇
we were told we were being fired and
我们被告知我们将被解雇并
rehired
重新雇用
okay that was the deal you were going to
好吧，这就是你要
come in on 17 000 and all your terms and
在 17 000 签订的协议，所有的条款和
conditions were interchange but sorry we
条件都是互换的，但抱歉我们
can't tell you what they are now 17 000
无法告诉你现在的价格是多少 17 000
a year yeah for all that experience yeah
一年 是的，对于所有这些经历 是的，那
that's full full time so all of those
是全职，所以所有 你所说的这些
people's skills and that experience that
人的技能和经验，
you're talking about there what was the
offer ultimately that you were given and
最终给你的报价是什么，
and ended up declining they were saying
最终拒绝了，他们说
you've got to leave or you've got to
你必须离开，或者你必须
sign up for a new
签订一份新
contract which we had no idea what it
合同， 我们不知道这
meant except there was a massive cut in
意味着什么，除了
in terms of Finance but not only the
财务方面的大幅削减，而且不仅仅是
finance it was a massive change in in
财务方面，这是工作生活中的巨大变化
working life
Olivia says when she refused the new
奥利维亚说，当她拒绝新
contract she was made redundant she has
合同时，她被解雇了，她
now left the industry
现在已经离开了这个行业
we had covid come along where there was
我们遇到了新冠疫情，该
real crushing pressure on competition in
the industry where there was almost no
行业的竞争面临真正的压倒性压力，几乎没有
Revenue that meant that some Airlines
收入，这意味着一些航空公司（
some were worse than others took the
有些比其他航空公司更糟糕）
advantage of the situation and put
利用了这种情况，并对
further pressure on terms and conditions
条款和条件施加了进一步的压力。
in particular in ba there would seemed
特别是在英航，似乎
to be a desire to attack terms and
希望永久性地攻击条款和
conditions in a permanent sense rather
条件，
than making the temporary changes needed
而不是做出应对流行病所需的临时改变。
to cope with a pandemic Olivia is one of
奥利维亚是
50 crew challenging the airline through
通过就业法庭向航空公司提出质疑的 50 名机组人员之一，
an employment tribunal she says other
她说其他
experienced cabin staff have found
经验丰富的机舱工作人员 已经找到了
better paid jobs and won't return
薪水更高的工作，不会再回来了，
I just thought it was just appalling the
我只是觉得
way they treated us you know and they
他们对待我们的方式令人震惊，你知道，他们
just treated us with total uh contempt
只是用完全呃蔑视的态度对待我们，
you know treating us as though we are a
你知道，对待我们就好像我们是
disposable commodity that is only worth
一次性商品，只值
this much on an accounts page ba is now
这么多钱 在账目页面上，英国航空公司现在
short of staff and has cut back flights
人手不足，并减少了航班
to lesson delays oau's research for
以应对延误情况。
dispatches shows that in June over 8 in
非统组织的调度研究显示，6 月份，英国航空公司
10 of ba flights leaving the UK were
离开英国的航班中有十分之八以上被
延误，造成
the reason we have such significant
如此严重
disruption has been some Airlines sacked
干扰的原因是一些航空公司被解雇
lots of staff and what I would say
beyond that is they didn't just sack
除此之外，我要说的是，他们不仅解雇了
them but the manner in which they're
他们，而且他们
trying to get them back is very poor the
试图让他们回来的方式非常糟糕，
pay is poor the working conditions are
工资很低，工作条件
really difficult
真的很困难，退伍军人
VA told us it restructured to survive
管理局告诉我们，它重组为 生存下来，
and despite four billion of losses most
尽管有 40 亿美元的损失，但大多数
redundancies were voluntary it won't
裁员都是自愿的，它不会
comment on Olivia's ongoing litigation
对奥利维亚正在进行的诉讼发表评论
Airlines UK is the body that represents
英国航空公司是代表
many leading Airlines including ba the
许多领先航空公司的机构，其中包括 ba 这场
pandemic's been an unprecedented
流行病对航空公司来说是前所未有的
situation for Airlines for every sort of
情况，
one pound of furlough we had sort of
我们每减少一磅的休假
seven pounds of loans you can't just
七英镑的贷款，你不能一直
take on more and more debt all the time
承担越来越多的债务，
but you are aware of the fact that some
但你知道这样一个事实，一些
Airlines have used the pandemic to get
航空公司利用这一流行病来
rid of maybe more expensive experience
摆脱可能更昂贵的经验丰富的
staff and really hire cheaper staff
员工，并真正雇用更便宜的员工
having to take tough decisions was was
做出艰难的决定是
part of part of survival for many
许多承运人生存的一部分，
carriers not just Airlines but airports
不仅是航空公司，还有机场
and other parts of the aviation system I
和航空系统的其他部分，我
think it's not unreasonable that they
认为他们这样做并不是没有道理的，因为
that they did that coming up the strain
is showing in the baggage handling Hall
行李处理大厅
and as the industry struggles to cope we
和机场都出现了压力。 行业正在努力应对我们
hear concerns Pilots feel they're under
听到的担忧 飞行员感到疲劳
pressure to fly when fatigued
时飞行面临压力
if you're fatigued then you're not in a
如果你疲劳了，那么你就不
fit state to fly an airplane
适合驾驶飞机
it's 8 A.M and our undercover reporter
现在是上午 8 点，我们在 Swissport 工作的卧底记者
working for Swissport at Manchester
曼彻斯特
Airport is loading a Tui flight to
机场正在装载飞往墨西哥坎昆的 Tui 航班，
Cancun in Mexico
problems elsewhere mean bags for other
其他地方的问题意味着其他
long-haul flights start to arrive on the
长途航班的行李开始在
same belt and it jams
同一条传送带上到达，导致
the system has to be shut down
系统堵塞，必须关闭，
threatening delays on all the flights
所有航班都可能出现延误。
how many flights
Tui passengers paying for premium seats
对于高级座位，
have priority tags on their luggage our
他们的行李上有优先标签，我们的
reporters supervisors have told him
记者主管告诉他，
these bags should go into a special
这些行李应该放入一个特殊的
container so they can be loaded last and
容器中，这样它们就可以最后装载并先
offloaded first but takeoff is fast
卸载，但是起飞很快就要到了，
approaching
should I be reserving this uh can just
我应该保留这个呃可以只
for the priority ones
为优先行李
what's that yeah
什么吗 是的，好吧，
all right
the flight ends up leaving two hours
because of the baggage delays Swissport
瑞士国际机场告诉我们，由于行李延误，航班最终晚点了两个小时，
told us but because another service
但由于另一家服务
provider was late cleaning the aircraft
提供商未能及时清理飞机，
research for dispatchers by oag reveals
oag 为调度员所做的研究表明，与
that in tune with air delayed almost 7
航空相一致，从英国出发的航班中，有近十分之七的航班延误了
in 10 flights leaving the UK
and it's not just the passengers who are
不仅仅是乘客感到
frustrated
沮丧
[音乐]我
out of my control I'm as frustrated as
无法控制我和你一样沮丧
you are I want to get going to lanika
我想去拉尼卡
for we cannot get out of here at the
因为我们现在无法离开这里
moment
booked onto a wizair flight to Cyprus in
预订了飞往塞浦路斯的wizair航班 今年
June this year the single mum had saved
六月，单亲妈妈
up for two years to go abroad with her
攒了两年的钱带着
eight-year-old son sack
八岁的儿子出国
[音乐]去
the whole way to the airport is like
机场的整个路就像
he's looking for the signs you know all
他在寻找标志，你知道所有
the traffic signs yeah you can get there
交通标志是的，你可以找到 那里速度
quick enough
足够快，
so what time is it supposed to take off
所以应该什么时候起飞，
it's supposed to be leaving at 1105 um
应该在 1105 点
by half 11 we hadn't had an update just
半 11 点出发，我们没有更新，只是
kept saying last call for boarding and
一直说最后一次登机，
then from 11 30 onwards it was just uh
然后从 11 点 30 点开始，
tanoi every half an hour or so saying
每半点就是呃 tanoi 大约一个小时左右，说
it's been delayed again and again and
航班被推迟了一次又一次，
again
there was a lady there and I asked her
那里有一位女士，我问她
what is going on do you know what's
发生了什么事，你知道发生了什么事吗？
happening she goes well they're telling
她一切顺利，他们告诉
us they can't find a crew but I've just
我们他们找不到工作人员，但我已经 刚刚
been told that they do have a crew but
被告知他们确实有机组人员，但
they're refusing to work because they're
他们拒绝工作，因为他们
exhausted
精疲力竭，
the flight was canceled Amy and Zach had
航班被取消了，艾米和扎克
no option but to go home
别无选择，只能回家，
they were rebooked to fly two days later
他们被重新预订了两天后的航班，
so we went down to the gate at one for
所以我们走到了登机口 一次
115 departure which changed to 1 30
115 出发，改为 1 30，
which then changed to 145 which then
然后改为 145，然后
became 215 then became 245 and then they
变成 215，然后变成 245，然后他们
canceled us again oh yeah so very um
再次取消了我们哦，是的，非常非常非常
yeah very very annoying so how do you
非常烦人，所以你如何
explain to an eight-year-old who has
向一个八岁的孩子解释 两年来
been looking forward to a holiday for
一直期待着度假，
two years and has had to put up with two
不得不忍受两次
cancellations it wasn't easy I think he
取消，这并不容易，我想他
was about two hours sort of crying so it
哭了大约两个小时，所以是的，这很难，
was yeah it was hard really hard was
真的很难，有
there told us it disputes its crew was
没有告诉我们它有争议 机组人员
exhausted and says that's based on
精疲力尽，并表示这只是
hearsay
传闻，
the civil aviation Authority regulates
民航局对
the hours Pilots work and makes them
飞行员的工作时间进行了规定，如果他们怀疑自己处于危险的疲劳状态，则让他们
personally responsible for not flying if
个人负责不飞行
they suspect they're dangerously
fatigued
Louisa pilot has told us that with the
路易莎飞行员告诉我们，由于
airlines struggling to cope he's
航空公司正在努力应对，他
experienced what he believes is
经历了他认为
concerning pressure to fly longer hours
的延长飞行时间的压力
he's asked us to conceal his identity
他要求我们隐瞒他的身份
pressure for us to help out by flying on
要求我们在休息日飞行来提供帮助
our days off there is also a summer
还有一项夏季
bonus scheme that actively encourages
奖金计划，积极鼓励
Pilots to fly more hours you can report
飞行员延长飞行时间 您可以
sick if you are fatigued but you will
在以下情况下报告生病 你很疲劳，但
lose financially if you do there's not
如果你这样做的话，你就会遭受经济损失，没有
that culture of thinking where you can
那种你可以
actually speak up
in June Wizard's chief executive Joseph
在六月真正大声疾呼的思维文化，巫师的首席执行官约瑟夫·
varadi spoke to his staff
瓦拉迪对他的员工发表了讲话，
but you also need to take down the
但你也需要降低
fatigue rate uh I mean we cannot run
疲劳率，嗯，我的意思是我们不能运行
this business when uh every fifth person
这项业务当呃基地的五分之一的人
um of a base reports sickness because uh
报告生病，因为呃
the person is uh is fatigue uh uh we are
这个人是呃疲劳呃呃我们
over fatigue but sometimes uh it is
过度疲劳但有时呃它
required to uh to take the smile we
需要呃微笑我们
would argue that if you are fatigued
会争辩说，如果你感到疲劳，
which is a Step Beyond just tired if
这是一个 超越只是累如果
you're fatigued then you're not in a fit
你感到疲劳，那么你就不
state to fly an airplane
Aviation Authority has now issued a
航空管理局现已向
warning to all UK airlines that undue
所有英国航空公司发出警告，
pressure on Pilots to fly has
飞行员飞行时承受的不当压力
contributed to a number of aircraft
导致了许多飞机
incidents
事故
many companies are seeing the limits
公司看到了
that are there to protect the flying
保护飞行
public from crew that are fatigued as
公众免受疲劳机组人员伤害的限制，
targets as productivity targets but the
作为生产力目标，但
limits are there because that is where
限制确实存在，因为
the science says the human being begins
科学表明，这就是人类
to start making poor decisions or starts
开始做出错误决定或开始
to not be performing at their best
表现不佳的地方
wizard told us the safety and well-being
向导竭尽全力告诉我们，
of our passengers and crew is always our
乘客和机组人员的安全和福祉始终是我们的
top priority we ensure our pilots and
首要任务，我们确保飞行员和
cabin crew keep our customers safe by
机组人员通过
operating an industry-leading fatigue
运行行业领先的疲劳
management system this is in line with
管理系统来确保客户的安全，这符合
the legal requirements applicable in the
法律要求 适用于
industry and is regularly reviewed and
行业，并由
monitored by Aviation Regulators
航空监管机构定期审查和监控，
regardless of the challenges our
无论我们的
business and The Wider industry are
业务和更广泛的行业
currently facing with air will never
目前面临的挑战如何，航空永远不会
compromise on safety
在安全方面妥协
lines Council floats out of the UK it
线路委员会离开英国，这
leaves thousands of passengers stranded
导致数千名乘客滞留
abroad among them Russell montlake Meese
在国外 其中包括拉塞尔·蒙特莱克·米斯（Russell montlake Meese），
wonderful thank you Russell had a triple
非常感谢拉塞尔去年进行了三次
heart bypass last year and is reliant on
心脏搭桥手术，并且依赖
medication
药物治疗。
I've bought the car as a present to
myself for surviving my first heart
attack
in June Russell and his wife Nicola went
on a midweek break to Amsterdam flying
周中休息，
with easyJet
乘坐易捷航空飞往阿姆斯特丹，
came to fly home on the Saturday
周六飞回家，
and got to the ship hole Airport
到达船洞机场
waiting to check in and the flight was
等待办理登机手续，但航班被
canceled we've been to Ship Hall a
取消了，我们去过船厅
number of times and we've never seen
很多次，但从未见过这样
anything like it was chaos any available
的事情 很混乱，所有可用的
flights had already been booked and
航班都已经预订并
taken there was nothing available
乘坐了，没有可用的，
so it was it was just terrible it was we
所以这太可怕了，我们
just felt thrown under the bus
只是感觉被扔在公共汽车下
Russell had only taken enough medication
拉塞尔只为计划的旅行服用了足够的药物
for the planned trip
if you don't want to carry boxes and
如果你 不想携带一箱又一
boxes of medications on the off chance
箱的药物，以防万一
you might be stuck somewhere being that
你可能会被困在某个地方，因为
I've never been delayed more than 10
我从来没有在航班上延误超过 10 个
hours on a flight ever so I only took
小时，所以我只带了
enough medications to cover the original
足够的药物来支付原来的
trip that turned out to be you know a
行程 你知道这是一个
mistake
错误，
the earliest flight they could take was
他们最早可以乘坐的航班是
two days later but that too was canceled
两天后，但也被取消了
I was in three days basically without
我在三天内基本上没有
medications I required my blood sugar
药物治疗 我要求我的血糖
went from the normal 6 to 24 there was
从正常的 6 升至 24
no way that I could guarantee that my
我不可能 可以保证我的
heart wasn't going to give me some sort
心脏不会给我带来某种
of issue it was only on the third
问题，只是在第三次
attempt that EasyJet finally got them on
尝试时，易捷航空终于让他们登上了
a flight home absolutely inexcusable
回家的航班，绝对不可原谅，
they knew obviously they weren't going
他们知道显然他们无法为其中的大多数
to be able to service most of these
提供服务
flights so why did they make people turn
那么他们为什么要让人们
up I don't understand how they can
出现呢？我不明白他们如何能够
actually operate in that way and get
以这种方式实际操作并侥幸
away with it
逃脱惩罚。
EasyJet told us Russell and Nicola's
易捷航空告诉我们，拉塞尔和尼古拉的
initial flight was canceled due to air
最初航班由于空中
traffic control restrictions it tried to
交通管制限制而被取消，它试图
get them home as quickly as possible but
让他们回家，因为 尽快，但
options were limited
选择有限，
so what's your message to the the poor
所以您对那些
old passenger that's had their holiday
假期被
disrupted or in some cases completely
扰乱或在某些情况下完全
ruined I think Airlines have been clear
毁掉的可怜的老乘客有什么话要说吗？我认为航空公司已经明确表示
that weather's been disruption you know
天气受到了干扰，您知道
we're very sorry for that across the
我们对此整个行业感到非常抱歉
sector we're seeing more cancellations
我们看到的取消航班数量
than we would have wanted it's around
超出了我们的预期，
two to four percent during the worst
在最糟糕的时期通常约为 2% 至 4%，
worst period of time 31 normally
um so I think look as a sector we would
嗯，所以我认为从一个部门来看，我们会
say that the level of cancellations and
说取消航班和
disruption routine isn't good enough not
中断例程的水平还不够好
not in one particular Airline which is
不是某个特定的航空公司，这就是
why collectively we're all trying to do
为什么我们都在尽
everything we can to minimize that going
一切努力来尽量减少
forward
coming up the final battle the ever
最后一战中的情况，在当前的人员配置下，
lengthening cues to get through passport
通过护照检查的提示会越来越长，
control with current Staffing you're
您
going to get cues significantly longer
将得到显着的提示
than three hours yeah and are some
超过三个小时 是的，有些
Airlines trying to stop passengers
航空公司是否试图阻止乘客
claiming the compensation they're
索取他们
entitled to let's be frank they don't
有权获得的赔偿？坦白说，他们并不
really care about customer care they
真正关心客户服务，他们
care about flogging you a cheap ticket
关心的是为数以万计的英国人向你推销廉价机票
for tens of thousands of britons the
excitement of a holiday abroad has been
出国度假的兴奋已被
replaced by trepidation
恐惧所取代，
as I discovered earlier on my trip to
因为我在前往科孚岛的旅途中发现，
Corfu
has joined one cue
已经加入了一个
pre-cued to join the main
预先提示加入主线的提示，
and as we've seen getting home again can
并且正如我们所见，再次回家也
be equally daunting so Heathrow Terminal
同样令人畏惧，因此希思罗机场
5 is an absolute show no one's cases are
5 号航站楼是一个 绝对显示没有人的案件
showing up is apparently two to three
出现，显然需要两到三个
hour wait because it's no staff there's
小时的等待，因为没有工作人员，
no customer service
没有客户服务，
and then there's passport control
然后还有护照检查
lengthy cues piling misery on holiday
makers are down to the UK's border Force
according to a recent review
根据最近的一项审查，冗长的提示给度假者带来了痛苦，这要归功于英国边境部队 受
commissioned by Home Secretary pretty
内政大臣漂亮
Patel it's operating in an unsustainable
帕特尔委托，它以一种不可持续
and highly inefficient way
且效率极低的方式运作，以
to find out the implications for
找出对
travelers I've arranged to meet a border
旅行者的影响。我已安排与一名边境
Force officer
部队官员会面，
he's worried about losing his job so
他担心失去工作，所以
要求我们隐瞒他的身份，
there is no rabbit to produce out of a
没有兔子 凭空制作
hat solve the problem with
解决
staff we don't have the resources we
工作人员的问题，我们没有资源，我们
don't have the I.T and I'm afraid the
没有信息技术，恐怕
arriving passengers are likely this
今年夏天抵达的乘客可能
summer to have big waiting times what
会等待很长的时间，
are some of the waiting times you've
您的等待时间是多少？ “有人
been told about three hours isn't
告诉我们，
unusual when we start to get close to
当我们开始接近大
pre-pandemic Summer levels with current
流行前的夏季水平时，用目前的
Staffing you're going to get cues
人员配置，三个小时并不罕见，你会得到
significantly longer than three hours
比三个小时长得多的提示，
yeah now one of the things that supposed
是的，现在应该
to help ease those cues is e-gates yeah
有助于缓解这些问题的事情之一 线索是电子门，是的，
but they don't always work do they for
但它们并不总是有效，因为
some reason the software wasn't
某种原因，软件
compatible with the gates and we had a
与门不兼容，我们遇到了
lot of problems with the gates falling
很多问题，门掉落在
over anywhere between 40 and 70 of all
40 到 70 名
passengers depending on where your based
乘客之间，具体取决于地点 你的基地
go through the e-gates so you can see
通过电子门，所以你可以看到，
that if the e-gates fall over it has a
如果电子门倒塌，会产生
huge impact because suddenly you've got
巨大的影响，因为突然之间，你会看到
hundreds of people who would otherwise
数百人，否则他们
not have seen an immigration officer and
不会看到移民官员，
it means it has a big impact on cues
这意味着它有很大的影响 对线索的影响
oh yeah are you up yeah good thanks
哦，是的，你起床了吗，很好，非常感谢，非常
thanks a lot
感谢
of course there's no rewriting holiday
当然，没有重写
memories ruined by canceled flights lost
因航班取消、
luggage and days spent in transit but
行李丢失和在过境中度过的日子而毁掉的假期记忆，但是
when it comes to claiming compensation
当涉及到
for what they've been through many
为他们所经历的许多事情索赔时
families are facing even more
家庭面临着更多的
frustrations
挫折
Amy and her son Zach whose holiday
艾米和她的儿子扎克的假期
flight was canceled twice have had no
航班两次被取消，他们
joy with Wiz air they ask you to fill in
对 Wiz 航空并不满意，他们要求您填写
these forms to get your refund to claim
这些表格以获得退款以索取
your compensation but you never get a
赔偿，但您从未得到
reply I've tried emailing them and they
回复我已经尝试过 给他们发电子邮件，他们
reply I've tried social media you just
回复我已经尝试过社交媒体，你
get like an automatic robot reply they
就像自动机器人回复一样，他们
just say that they are sorry that I feel
只是说他们很抱歉，我觉得
I've been let down I'm like no we have
我很失望，我想不，我们
been let down there's a big difference
很失望，有很大的不同
wizard told us Amy's travel agent is
向导 告诉我们艾米的旅行社
responsible for compensation not them
负责赔偿，而不是他们
Nicola and Russell who was stranded in
滞留在阿姆斯特丹的尼古拉和拉塞尔
Amsterdam also chased compensation
也寻求赔偿
thanks for calling EasyJet your call may
感谢您致电易捷航空，出于培训和质量目的，您的电话可能会
be monitored or recorded for training
受到监控或录音，
and quality purposes they spent weeks
他们花了数周的时间才与
struggling to get through to EasyJet
易捷航空取得联系
we're a thousand pounds out of pocket I
我们已经自掏腰包了一千英镑，我
don't think we're going to see any of it
认为我们不会看到任何
back they are fighting any compensation
退款，他们正在争取任何赔偿，
giving different reasons for the flight
给出了航班取消的不同原因，
being canceled which are extraordinary
这是特殊
circumstances which means they don't
情况，这意味着他们
have to pay
不必支付费用
after we contacted EasyJet the airline
在我们联系易捷航空后，航空公司给
rang Nicola offering compensation and a
尼古拉打了电话，要求提供赔偿和
flight voucher
飞行券。
Valerie who sat on the runway for almost
瓦莱丽在航班被取消时在跑道上坐了近
five hours when her flight was canceled
五个小时，但
was refused compensation
赔偿被拒绝。
EasyJet blamed air traffic control which
易捷航空将责任归咎于空中交通管制，这
means they don't have to pay out
意味着他们不必支付费用，
this is the late female I sent to the
这就是 我发给
CEO at easyj can I have a read yes of
易捷航空首席执行官的已故女性可以吗？我可以读一下吗？当然
course
it's the pilot clearly specified that
是飞行员明确指出，
the slot was missed due to luggage not
由于行李没有
being loaded onto the plane EasyJet were
装上飞机而错过了航班时刻。易捷航空应该
to blame for the canceled flight and
为航班取消负责，
passengers deserve compensation I look
乘客应该得到赔偿，我看
forward to your response he's ignored
转发你的回复，他忽略了
every single email I've sent
我发送的每一封
that won't give up I'd like him to put
不会放弃的电子邮件，我希望他举起
his hands up and admit that it didn't
手来，承认这不是
start out with air traffic control
从空中交通管制开始的，而是从
it started out with stuff that EasyJet
易捷航空可以做到的东西开始的
could have put right and if he doesn't
已经纠正了，如果他
want to pay us compensation
不想向我们支付赔偿金，
how about a good will gesture after we
contacted EasyJet the airline offered to
联系易捷航空后，航空公司愿意
reimburse Valerie's expenses as well as
报销瓦莱丽的费用，并向
giving her a Goodwill payment
她提供善意付款，
consumer Group which says Airlines need
消费者集团表示航空公司需要
to be investigated
接受调查
[ 音乐]
let's be frank they don't really care
坦白说，他们并不真正
about customer care they care about
关心客户服务，他们关心的是给
flogging you a cheap ticket that does
你一张廉价机票，这确实
need some sort of resolution we can't be
需要某种解决方案，我们不能处于
in a situation where passengers are told
乘客被告知
these are right but they can't enforce
这些是正确的但他们无法执行的情况
them because the airline is
他们因为
uncontactable so have Airlines
无法联系到航空公司，所以航空公司
flouted the rules on compensation
无视了赔偿规则
airlines are breaking the rules today as
航空公司今天违反了规则，正如
we're talking they will break the rules
我们所说的，他们明天将违反规则，
tomorrow and they will continue breaking
他们将继续违反
the rules on compensation refunds
赔偿退款重新
rerouting because they never face any
安排航线的规则，因为他们从未面临任何
action the civil aviation Authority
民事诉讼 不幸的是，航空管理局
unfortunately does not have the right
没有
Powers they are supposed to regulate
他们应该监管
that industry but they are not unlike in
该行业的正确权力，但他们与
many other Industries able to directly
许多其他能够直接
find Airlines so when we looked at
找到航空公司的行业没有什么不同，因此当我们查看
investigations the CIA is carried out
中央情报局进行的调查时，
they have only taken action against one
他们只对一家
Airline once in nearly 20 years and when
航空公司采取了一次行动 近 20 年来，当
you consider the level of law breaking
你考虑到
with some particular airlines that is
某些特定航空公司的违法程度是
disgraceful and Rory Bowen from which
可耻的，罗里·鲍文 (Rory Bowen)
says that your members are breaking the
说你的会员违反了
rules he's he's right isn't he no we
规则，他是对的，不是吗？我们
don't recognize the airlines UK airlines
不承认这些航空公司 英国航空公司
are breaking the law and not doing what
违反法律并且没有做
they should be doing a conversation
他们应该做的事情 谈话
isn't always due it depends on the
并不总是因为这取决于具体
circumstances if it's whether or if it's
情况 是否是
a problem with the airport if it's a
机场的问题 如果是
security issue that is not the airline's
安全问题而不是航空公司的
responsibility and therefore the airline
责任，因此航空公司
wouldn't pay compensation some of the
不会支付赔偿 我们在这里所做的事情
stories that are emerging from what
中出现的一些故事很
we're doing here is
clear where
清楚到哪里去获得
to go to compensation and some
赔偿，一些
passengers say they feel that that's a
乘客说他们觉得这是一种
deliberate tactic and B that when they
故意的策略，而且当他们
know that they are entitled to it they
知道他们有权获得赔偿时，他们就会
can't get through on the phone it just
电话打不通，只是
rings and rings and Rings it's
响个
impossible our members are
不停，我们的会员不可能
absolutely committed to paying
绝对致力于付费
conversation when it's due they will do
通话，因为他们会这么做，
that
um and they will usually make a number
嗯，他们通常会提供多种
of ways available to do that so it could
方法来做到这一点，这样就可以
by phone it could be by by website but
通过 电话，可以通过网站，但
it doesn't work does it a lot of the
它不起作用，很多
time people try that and they don't they
时候人们尝试这样做，但他们没有，他们
can't get anywhere well you know I can't
无法到达任何地方，你知道我无法
comment on the circumstances that you're
评论你所提到的情况
referring to but you know what I can say
但你知道我能说的
is I know from talking to our members
是，通过与我们的会员交谈，我知道
that they do everything they can to make
他们会尽一切努力
sure that they've got the resources
确保他们拥有
available to to meet those conversation
可用的资源来及时满足这些对话
requests in a timely way equally for for
请求，同样对于
refunds
退款
undercover reporter has spent two weeks
卧底记者来说也是如此 今天
working inside Manchester Airport
在曼彻斯特机场工作了两周，这
today was my final days was brought at
是我在曼彻斯特的最后几天，
Manchester to be honest I just don't
说实话，我只是不
know how people do these shifts and
知道人们是如何进行这些轮班的，以及
these kind of hours starting at 3am it's
从凌晨 3 点开始的这种工作时间，这绝对是
absolutely brutal no one gives them much
残酷的，没有人给予他们太多
credit but without them no one's flights
信任，但没有 他们没有人的航班
could be taking off no won't be going on
可以起飞，不会去度假，
holiday
this was Manchester Airport the other
这是曼彻斯特机场，前
day still with some of the queues I saw
几天仍然有一些队列，我
when I traveled through back in early
在七月初旅行时看到，当时
July with school holidays underway
学校假期正在进行，
problems are persisting even though some
尽管有些机场问题仍然存在
airports are capping the number of
正在限制
flights they operate so when will air
他们运营的航班数量，所以航空旅行什么时候才能
travel get back to normal I don't think
恢复正常，我不认为
there's a magic wand there are going to
有什么魔杖，
be problems right the way through the
整个夏天都会出现问题，
summer it won't be fixed overnight but
不会一夜之间解决，但
it certainly will improve and hopefully
肯定会有所改善 希望
we can work towards a much better much
我们能够努力打造一个更好、
more resilient industry and towards the
更有弹性的行业，到
back end of the year
今年年底，
I think this is a watershed moment
我认为这是一个分水岭，
because it can't get any worse for the
因为对于
Airlines and airports it means they've
航空公司和机场来说，情况不会变得更糟，这意味着他们
got to pay much more to attract people
必须付出很多代价 更多地吸引人们
back into the sector
回到该行业是
yes the sector has underpaid in some
的，该行业在某些
areas and it should have been paid more
领域的工资过低，多年来应该支付更多费用，
over the years now it's paying the price
现在它正在付出代价，
Affairs but if that's the way to avoid
但如果这是避免
the queues delays and cancellations we
排队延误和取消的方法，我们
might decide it's a price worth paying
可能会决定这是一个价格 值得付出的