Letters | Linguistic arrogance on display on Cathay Pacific flight must go

Readers discuss linguistic tensions between Hong Kong and the mainland, and staff morale at the city’s flag carrier

Hong Kong economy

Letters

Published: 2:30pm, 30 May 2023

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The recent complaints of discrimination against travellers from the mainland by Cathay Pacific flight attendants sparked heated debate on social media platforms in both Hong Kong and mainland China, underscoring linguistic tensions between people from both sides of the border.

It is the second case this year involving mainlanders extensively criticising Hong Kong’s service industry over language issues. A few months ago, shortly after the border reopened, an online influencer from the mainland posted a video titled “Speaking Mandarin in Hong Kong for a day”, angering many mainlanders over the treatment of Mandarin speakers in Hong Kong.

While Mandarin has gradually permeated Hong Kong society since the handover, Cantonese remains the predominant language in daily life. English is the main working language in universities and professions like finance and law. This linguistic reality has symbolised Hong Kong’s status as a special administrative region of China.

However, many mainlanders, especially younger and patriotic ones, view Cantonese as a regional dialect used for communication within a particular area while they believe Mandarin should act as the only bridge between different communities within China.

These two linguistic perceptions often clash, as they did in the Cathay Pacific cabin. Mainlanders felt staff on a Hong Kong-based airline flying from Chengdu to Hong Kong ought to be able to speak to passengers in Mandarin, yet the cabin crew seemed to consider the route no different from flying overseas.

This linguistic arrogance negatively affects relations between Hong Kong and the mainland, deepening misunderstanding and hostility on both sides. I hope large companies that represent the good reputation of Hong Kong, such as Cathay Pacific, will cherish the mainland market and urge some members of their staff to abandon their long-held linguistic arrogance to revive the positive image of Hong Kong products and services among mainlanders.

Zhongzhi He, Shek Kip Mei

Prioritise care of staff to improve service quality

Cathay Pacific’s recent decision to sack three flight attendants is a band-aid reaction to a wound that had its genesis well before the pandemic. CEO Ronald Lam Siu-por is correct in his (under)statement that the company has deep-seated matters that need to be addressed. However, the fundamental issue – one that he recognised in saying the company has “a duty of care to all our customers and we want them to feel respected and valued regardless of their background” – needs further analysis.

Primarily, he should apply this maxim of care to his staff. From the massive reduction in salaries and so-called benefits for pilots and cabin crew to the attitudes of middle management, it is no surprise that rock-bottom morale has affected the airline’s customer base. As other legacy airlines recover from the Covid-19 era, their first move was to protect their staff through improving the salary base, flight hours pay and roster patterns.

This whole sorry matter will need significantly more than a series of band-aids. Simply put, improve your crew morale and comments on so-called flying carpets will cease.

Stuart David Pryke, Sai Kung