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乘坐公務機的新體驗:不再奢華、安全第一

002016世荣兆业股: 乘坐公務機的新體驗:不再奢華、安全第一

Rachel King 2020年06月07日
與商業飛行相比,公務機行業受疫情影響相對較輕。

2019沪指年线位置 www.839841.tw 法蒂哈·歐尚是公務機租賃公司VistaJet的一名客艙管家,司齡已接近三年,更是有著近9年的航空業工作經歷。法蒂哈出生于摩洛哥,目前主要是在比利時和迪拜兩地生活,她的第一份工作是在中東的一趟國際航班上擔任空乘,主要服務于商務艙和頭等艙。自從加入VistaJet以來,她已經去過全球90多個國家,她表示,這份工作讓自己“過上了夢想中的生活”。

近期,《財富》雜志采訪了歐尚,詢問了疫情對其工作和未來看法的影響,并了解了她在面對疫情時如何管理自身情緒和財務狀況。

法蒂哈·歐尚是公務機租賃公司VistaJet的一名客艙管家,司齡已接近三年。圖片來源:Courtesy of VistaJet

為簡明起見,以下采訪內容有所刪改。

《財富》:你日常都做些什么工作?

我的任務主要是確保乘客能夠獲得最佳的乘機體驗??突а≡馰istaJet出行的原因各不相同。有些客戶是為了工作,有些則是為了放松。我需要全面了解客戶的需求,并確保整個旅途盡可能舒適、輕松,讓客戶能以最好的狀態抵達目的地。

在每次航班出發前,我都要做很多工作,比如:要確??筒嶄刪徽?、按客戶的要求準備好機上餐食、檢查機上設備是否都能正常使用,以及滿足客人的各項個性化要求。我還要與客服、運營及飛行員等同事合作,確認客人行程的各項內容,確保旅途順利、安全。每次執飛后,我會再次以最高標準檢查機艙的衛生情況,確?;銜鎰食渥?,以便滿足下一位客人的需求。

作為一名客艙管家,新冠疫情何時開始影響到了你的工作?

公司的管理團隊為我們提供了必要的資訊與支持,所以我們無需擔心安全問題,也有信心繼續做好自己的工作。VistaJet對新冠疫情非常重視,并快速采取了針對性的調整,所以整個機組和乘客在旅途中無需為安全擔心。

2月初,全體機組成員便都已知悉了相關風險,并采取了新的操作流程,比“居家令 ”的實施早了許多。為了?;こ絲圖盎槿嗽鋇陌踩?,公司為我們配發了口罩、一次性手套和體溫計,還指導我們要注意個人空間,避免與乘客產生不必要的接觸,比如歡迎乘客登機時常用的握手禮便取消了。

為了更好地保障安全性,我還額外采取了一些防護措施。比如,為了確保能按時給自己量體溫,除了VistaJet發的體溫表,我還帶了自己的體溫表。乘客對我們所做的這些調整評價很高,覺得我們非常專業。

疫情期間出行的體驗如何?公務機與商業飛機相比在這方面有什么特別之處?

在確保安全的前提下,兩者最大的區別在于:VistaJet仍然可以飛往全球各地,而現在大多數商業航線做不到這一點。由于我們的機隊遍布全球,并且歸屬私人所有,沒有所謂的“總部”,所以我們更加靈活,反應也更快,任何客戶,只要需要出行,VistaJet的飛機都能滿足。疫情爆發后,我們的執飛次數有所下降,但我們的狀態仍是一如既往的好,能夠隨時出發。我們將繼續為需要出行的客人提供全方位的服務。

乘客提出過哪些讓你感到意外的要求?旅途中,機組可能碰到哪些未知的突發狀況?

為應對疫情,我們調整了服務規范,不再將奢華性放在首位,而是首先盡最大可能確保旅途的安全。由于部分供應商已經關門停業,所以乘客的有些要求實現起來要比平常難上許多。我很清楚,我們的運營團隊每天都在努力地完成著各種不可能完成的任務。現在申請許可要花的時間比以往更長,而且每趟航班都要單獨評估。我們有一個專門的團隊,其職責是確保我們盡可能及時地了解任何旅行限制的每日(通常是每小時)變化??突Х淺@斫庀衷詰那榭?,也很配合我們的工作,讓我們能夠在當前形勢下順利完成每一次航班任務。

乘客乘坐公務機的體驗有哪些變化?

我們會盡可能讓乘客獲得與疫情前相當的出行體驗。不過在具體的服務內容上還是會有所調整。以提供給乘客的機上餐食為例,通常情況下,我們會按照正式備餐的標準為乘客準備餐桌、餐具:亞麻桌布、餐巾、昆庭瓷器、餐具及各種玻璃器皿。

而現在由于新冠疫情的影響,有時乘客會更愿意使用一次性的陶制餐具??悸塹匠絲托棖蟮謀浠?,我們在航班中提供了相應的選擇,一些乘客也因此向我們表達了謝意。如果乘客需要,我們也可以像往常一樣提供羊絨毯和高科技產品供其使用。出行體驗沒有太大變化,只是有些服務出于健康和安全的考慮做了些調整。

你覺得未來還會有哪些變化?

我覺得新版規范會要求機上進行更多測試,執行更繁雜的安全規程。現在,每次航班結束后我們都會用專業級的消毒劑對飛機內部進行清潔,這種消毒劑能夠有效殺滅病毒,有效期可達10天。為進一步提升安全性,我們的飛機每周會進行一次深度清潔和強化消毒。我們還聯合供應商采取了其他多種防護措施,以提高進入客艙的食品和其他用品的安全性。

我們也啟用了新的乘客篩查流程,并進一步收緊了認證要求。隨著越來越多的國家重新打開邊境,旅行,尤其是國際旅行的數量將會日漸增加,在此背景之下,乘客的安全意識及安全需求也會越來越強,只有做好了安全防護,乘客才能安心。

航空公司會對乘客和機組人員提出更多要求么?比如會不會要求他們佩戴口罩?

為了我們自身和乘客的安全,VistaJet的機組人員都必須佩戴口罩和手套,并且每天測量兩次溫度。

乘客可以自行選擇是否佩戴口罩。當乘客在機上時,我們希望可以為他們打造一個安全、舒適的環境,讓他們能有一種賓至如歸的感覺。有的地方會要求乘客在通過航站樓(甚至是私人通道)時佩戴口罩,但在我們的機艙里,乘客可以自行決定是否佩戴口罩。如果他們不想戴,我們也不會強求。

在公務機上有可能保持社交距離么?

這取決于乘客的數量和飛機的大小。VistaJet運營的是超中型和大型飛機。如果是3至4個乘客同乘一架超中型客機,或者不超過7名乘客乘坐同一架大型客機,那么保持合適的社交距離是可以做到的。更重要的是,現在也不像以前那么提倡6英尺(約1.8米)的社交距離了。

作為機組人員,我們非常清楚要給乘客留好空間。我們會以最快的速度、最高的效率完成工作,以便能最大程度地減少不必要的互動,此外,我們還會詢問乘客,了解他們希望獲得客艙服務的頻率。

新冠疫情對你個人有什么影響,你過得怎樣?你是如何應對這些變化的?在這樣一個動蕩的時期,人們如何在旅行時保持積極的心態?

老實說,考慮到現在的情況,我覺得自己的狀態真的算是非常不錯了。公司采取了各種安全防護措施,我對自己的工作環境很放心,不會擔心工作環境不安全或者會遇到風險。

對于疫情造成的特殊狀況,乘客們都非常理解,他們只是希望以最快的速度安全抵達自己的目的地,所以在飛機上也不會提出苛刻的要求,讓我們能夠專注執行新的安全規范。

為了放松心情,我還會隨身攜帶課本,沒事就讀一讀,學習學習。我現在正在修讀國際關系學的課程,所以也得準備考試。它就像個“世外桃源”,讓我不用老是想著各種因為新冠疫情而造成的不幸和苦難。

鍛煉身體、呼吸新鮮空氣是我保持積極心態的秘訣。每當我不得不去超市或雜貨店買東西時,我都會走路過去。這么做一舉兩得:在振奮精神的同時,還能煥發身體活力。我也會練習瑜伽,因為這能讓我產生一種清晰、平靜的感覺。如果不喜歡瑜伽的話,也可以試試冥想,兩者的功效差不多,區別在于冥想不需要活動身體。

我希望疫情能快點過去,并期待可以與VistaJet繼續未來的旅程,也希望很快就能迎來各位乘客的再次光臨。(財富中文網)

譯者:Feb

法蒂哈·歐尚是公務機租賃公司VistaJet的一名客艙管家,司齡已接近三年,更是有著近9年的航空業工作經歷。法蒂哈出生于摩洛哥,目前主要是在比利時和迪拜兩地生活,她的第一份工作是在中東的一趟國際航班上擔任空乘,主要服務于商務艙和頭等艙。自從加入VistaJet以來,她已經去過全球90多個國家,她表示,這份工作讓自己“過上了夢想中的生活”。

近期,《財富》雜志采訪了歐尚,詢問了疫情對其工作和未來看法的影響,并了解了她在面對疫情時如何管理自身情緒和財務狀況。

為簡明起見,以下采訪內容有所刪改。

《財富》:你日常都做些什么工作?

我的任務主要是確保乘客能夠獲得最佳的乘機體驗??突а≡馰istaJet出行的原因各不相同。有些客戶是為了工作,有些則是為了放松。我需要全面了解客戶的需求,并確保整個旅途盡可能舒適、輕松,讓客戶能以最好的狀態抵達目的地。

在每次航班出發前,我都要做很多工作,比如:要確??筒嶄刪徽?、按客戶的要求準備好機上餐食、檢查機上設備是否都能正常使用,以及滿足客人的各項個性化要求。我還要與客服、運營及飛行員等同事合作,確認客人行程的各項內容,確保旅途順利、安全。每次執飛后,我會再次以最高標準檢查機艙的衛生情況,確?;銜鎰食渥?,以便滿足下一位客人的需求。

作為一名客艙管家,新冠疫情何時開始影響到了你的工作?

公司的管理團隊為我們提供了必要的資訊與支持,所以我們無需擔心安全問題,也有信心繼續做好自己的工作。VistaJet對新冠疫情非常重視,并快速采取了針對性的調整,所以整個機組和乘客在旅途中無需為安全擔心。

2月初,全體機組成員便都已知悉了相關風險,并采取了新的操作流程,比“居家令 ”的實施早了許多。為了?;こ絲圖盎槿嗽鋇陌踩?,公司為我們配發了口罩、一次性手套和體溫計,還指導我們要注意個人空間,避免與乘客產生不必要的接觸,比如歡迎乘客登機時常用的握手禮便取消了。

為了更好地保障安全性,我還額外采取了一些防護措施。比如,為了確保能按時給自己量體溫,除了VistaJet發的體溫表,我還帶了自己的體溫表。乘客對我們所做的這些調整評價很高,覺得我們非常專業。

疫情期間出行的體驗如何?公務機與商業飛機相比在這方面有什么特別之處?

在確保安全的前提下,兩者最大的區別在于:VistaJet仍然可以飛往全球各地,而現在大多數商業航線做不到這一點。由于我們的機隊遍布全球,并且歸屬私人所有,沒有所謂的“總部”,所以我們更加靈活,反應也更快,任何客戶,只要需要出行,VistaJet的飛機都能滿足。疫情爆發后,我們的執飛次數有所下降,但我們的狀態仍是一如既往的好,能夠隨時出發。我們將繼續為需要出行的客人提供全方位的服務。

乘客提出過哪些讓你感到意外的要求?旅途中,機組可能碰到哪些未知的突發狀況?

為應對疫情,我們調整了服務規范,不再將奢華性放在首位,而是首先盡最大可能確保旅途的安全。由于部分供應商已經關門停業,所以乘客的有些要求實現起來要比平常難上許多。我很清楚,我們的運營團隊每天都在努力地完成著各種不可能完成的任務。現在申請許可要花的時間比以往更長,而且每趟航班都要單獨評估。我們有一個專門的團隊,其職責是確保我們盡可能及時地了解任何旅行限制的每日(通常是每小時)變化??突Х淺@斫庀衷詰那榭?,也很配合我們的工作,讓我們能夠在當前形勢下順利完成每一次航班任務。

乘客乘坐公務機的體驗有哪些變化?

我們會盡可能讓乘客獲得與疫情前相當的出行體驗。不過在具體的服務內容上還是會有所調整。以提供給乘客的機上餐食為例,通常情況下,我們會按照正式備餐的標準為乘客準備餐桌、餐具:亞麻桌布、餐巾、昆庭瓷器、餐具及各種玻璃器皿。

而現在由于新冠疫情的影響,有時乘客會更愿意使用一次性的陶制餐具??悸塹匠絲托棖蟮謀浠?,我們在航班中提供了相應的選擇,一些乘客也因此向我們表達了謝意。如果乘客需要,我們也可以像往常一樣提供羊絨毯和高科技產品供其使用。出行體驗沒有太大變化,只是有些服務出于健康和安全的考慮做了些調整。

你覺得未來還會有哪些變化?

我覺得新版規范會要求機上進行更多測試,執行更繁雜的安全規程。現在,每次航班結束后我們都會用專業級的消毒劑對飛機內部進行清潔,這種消毒劑能夠有效殺滅病毒,有效期可達10天。為進一步提升安全性,我們的飛機每周會進行一次深度清潔和強化消毒。我們還聯合供應商采取了其他多種防護措施,以提高進入客艙的食品和其他用品的安全性。

我們也啟用了新的乘客篩查流程,并進一步收緊了認證要求。隨著越來越多的國家重新打開邊境,旅行,尤其是國際旅行的數量將會日漸增加,在此背景之下,乘客的安全意識及安全需求也會越來越強,只有做好了安全防護,乘客才能安心。

航空公司會對乘客和機組人員提出更多要求么?比如會不會要求他們佩戴口罩?

為了我們自身和乘客的安全,VistaJet的機組人員都必須佩戴口罩和手套,并且每天測量兩次溫度。

乘客可以自行選擇是否佩戴口罩。當乘客在機上時,我們希望可以為他們打造一個安全、舒適的環境,讓他們能有一種賓至如歸的感覺。有的地方會要求乘客在通過航站樓(甚至是私人通道)時佩戴口罩,但在我們的機艙里,乘客可以自行決定是否佩戴口罩。如果他們不想戴,我們也不會強求。

在公務機上有可能保持社交距離么?

這取決于乘客的數量和飛機的大小。VistaJet運營的是超中型和大型飛機。如果是3至4個乘客同乘一架超中型客機,或者不超過7名乘客乘坐同一架大型客機,那么保持合適的社交距離是可以做到的。更重要的是,現在也不像以前那么提倡6英尺(約1.8米)的社交距離了。

作為機組人員,我們非常清楚要給乘客留好空間。我們會以最快的速度、最高的效率完成工作,以便能最大程度地減少不必要的互動,此外,我們還會詢問乘客,了解他們希望獲得客艙服務的頻率。

新冠疫情對你個人有什么影響,你過得怎樣?你是如何應對這些變化的?在這樣一個動蕩的時期,人們如何在旅行時保持積極的心態?

老實說,考慮到現在的情況,我覺得自己的狀態真的算是非常不錯了。公司采取了各種安全防護措施,我對自己的工作環境很放心,不會擔心工作環境不安全或者會遇到風險。

對于疫情造成的特殊狀況,乘客們都非常理解,他們只是希望以最快的速度安全抵達自己的目的地,所以在飛機上也不會提出苛刻的要求,讓我們能夠專注執行新的安全規范。

為了放松心情,我還會隨身攜帶課本,沒事就讀一讀,學習學習。我現在正在修讀國際關系學的課程,所以也得準備考試。它就像個“世外桃源”,讓我不用老是想著各種因為新冠疫情而造成的不幸和苦難。

鍛煉身體、呼吸新鮮空氣是我保持積極心態的秘訣。每當我不得不去超市或雜貨店買東西時,我都會走路過去。這么做一舉兩得:在振奮精神的同時,還能煥發身體活力。我也會練習瑜伽,因為這能讓我產生一種清晰、平靜的感覺。如果不喜歡瑜伽的話,也可以試試冥想,兩者的功效差不多,區別在于冥想不需要活動身體。

我希望疫情能快點過去,并期待可以與VistaJet繼續未來的旅程,也希望很快就能迎來各位乘客的再次光臨。(財富中文網)

譯者:Feb

Fatiha Ouchan has been in aviation for almost nine years and has served as a cabin hostess for private plane charter VistaJet for nearly three years. Originally from Morocco but now splitting her time between Belgium and Dubai, she began her career as a flight attendant with an international airliner in the Middle East, mostly serving the business and first-class cabins. Since she joined VistaJet, she has traveled to more than 90 countries around the world, and she says her job has enabled her to “truly live my dream.”

Fortune spoke with Ouchan for a new series, The Coronavirus Economy, to ask about how the outbreak has affected her work and her thoughts on the future, and to get a sense of how she has been handling this news, both emotionally and financially.

The following interview has been lightly edited and condensed for clarity.

Fortune: What is your day-to-day role like?

My main aim is to ensure that our passengers have the best onboard experience possible. VistaJet customers fly for different reasons. Some fly for business, others for leisure. It’s my role to understand the client’s needs and ensure the flight is as comfortable and stress-free as possible, so they can arrive to their destination in the best possible condition.

Before each flight, I make sure the cabin is thoroughly cleaned and prepared, the catering is ready as requested, all the onboard amenities are available, and all special requests are taken care of. I also work with client services, operations, and the pilots to ensure the flight is smooth, safe, and all elements of the client’s travel are confirmed. And after each flight, I again take excellent care of the cabin cleanliness and check the aircraft is well stocked and fully ready for the next customer.

When did COVID-19 first affect how you conduct your role as a cabin host on a private jet?

Our management team has ensured that we have been equipped with the necessary information and support, so we feel safe and confident to carry out our work. VistaJet has taken the COVID-19 crisis seriously and adapted very fast so we—[the entire] crew—and our passengers are able to travel safely.

Early in February, all crew were made aware of the risks, and new procedures were put in place, way before the “stay at home” orders were implemented. To protect clients’ and crews’ safety, we were sent masks and disposable gloves to wear, thermometers to take our temperatures, and given instructions to be mindful of personal space and eliminate unnecessary contact with the passengers, such as the customary handshake to welcome them before they board.

I even took a few extra precautions just to be extra safe. For example, in addition to the VistaJet-issued thermometers, I carried my own personal thermometer and would be sure to check my temperature regularly. The clients really appreciated the changes and considered these actions as highly professional.

What does travel during a pandemic look like now, especially for private planes versus commercial ones?

The biggest difference is that VistaJet is still flying everywhere it is safe to do so, while most commercial routes are not currently available. Since our fleet is global and privately operated, we don’t have a home base, so we can be much more flexible and reactive and have VistaJet aircraft fully available for any customer who needs to travel. We’re not flying as often as before the outbreak, but we have always remained ready and available to go. And we continue to be fully available for those who need to travel.

What kinds of unexpected passenger requests have you received? What other last-minute travel unknowns should fliers possibly expect?

Our standards have adapted to prioritize maximum safety over luxury, and it has become harder to welcome some requests that we would have been able to accommodate in normal times, since many suppliers are closed. I know our operations team has been working so diligently to help make the impossible possible every day. Permits have been taking longer, and each flight is assessed on a case by case basis. We have a dedicated team whose responsibility is to ensure that we are updated in as timely a way as possible with the daily—often hourly—changes on any travel restrictions. Customers have been really understanding of the situation and have worked with us to make each flight possible under the current conditions.

How has the guest experience changed on private jets?

We are trying to maintain the same level of guest experience as before the outbreak. However, we had to change certain elements of how we provide that experience. For example, clients are always offered onboard dining. For their meal, we normally prepare the dining table with formal place settings: linen tablecloth and napkins, Christofle china, cutlery, and glassware.

In some cases, because of COVID-19, customers now prefer disposable crockery, and they are very thankful that we have considered this and are able to offer this on board should that be their preference. All of our traditional offerings such as cashmere and tech items are available upon request if needed. The experience is almost the same, just adjusted in consideration for health and safety.

How do you expect it will continue to change?

I expect new regulatory standards will require more testing and safety protocols to be implemented on board. Currently, we clean the aircraft interior surfaces after each flight with a professional grade disinfectant that destroys viruses and remains effective for 10 days. To further enhance safety, the aircraft undergoes a deep clean and enhanced sanitization cycle every week, and we have worked with our suppliers to incorporate additional protective measures to heighten the safety of food and all products coming into the cabin.

We have implemented new passenger screening processes and tightened our certification requirements. As countries begin to open back up and travel increases, particularly international travel, there will be heightened awareness and demand from passengers to have more peace of mind for safety.

Are there going to be more requirements imposed on passengers as well as crew, such as requiring the use of face masks?

It is mandatory for VistaJet crew to wear masks and gloves and to take our temperatures twice daily, for our own safety and for that of our clients.

For the passengers, wearing a mask is optional. When a client is on board, we try to create a safe and comfortable environment; we want passengers to feel like the cabin is their “home away from home.” Some locations require passengers to wear a face mask as they go through the terminal—even private gateways—but when they reach our cabin, if they want to wear a face mask, it’s their choice. If not, we do not enforce it.

Is social distancing even possible on a private plane?

It depends on the number of passengers and the size of the aircraft. VistaJet operates super midsize and large cabin jets. If you have three or four passengers on our smaller aircraft, or up to seven on our largest planes, social distancing is very possible. More than that, the social distance recommendation of six-feet radius decreases.

As crew members, we are very aware of giving passengers their space. We try to operate fast and efficiently so as to minimize any unnecessary interactions, and we make sure to ask them their preference on how often we visit the cabin.

On a personal note, how are you faring amid all this? How are you coping with these adjustments, and how can one stay positive while traveling during this (pardon the pun) turbulent time?

Honestly, I feel really good considering the circumstances. With all the safety protocols VistaJet has implemented, I know my work environment is safe, so I don’t feel endangered or at risk.

All the clients understand the unusual situation stemming from the pandemic, so they just want to get to their destination as quickly and as safely as possible. As a result, onboard requests have not been very demanding, and we can concentrate on the new safety requirements.

To ease my mind, I’ve brought my schoolbooks to read and study. I’m currently enrolled in courses on international relations and have to prepare for my exams. It’s been a pleasant distraction from all the unfortunate news and devastation caused by COVID-19.

What’s worked for me to stay positive is getting exercise and fresh air. Whenever I have to go to the supermarket or grocery store for supplies, I make it a point to walk so I can get both. For me it’s uplifting and energizing. I also practice yoga; it provides me with a sense of clarity and calmness. But if you’re not into yoga, I recommend meditation. It provides similar benefits without the physical elements.

I’m hopeful the pandemic will soon end, and I look forward to continuing my travel journeys with VistaJet and welcoming our clients on board again very soon.

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