林紹波續指，事件強化部分客人觀感，認為國泰未能始終如一向不同背景客人提供優質服務，坊間亦有不少評論指這並非單一事件，而是有待解決的更深層次問題，公司上下當刻需虛心反思內部的文化（Now we must reflect humbly, examine our culture deeply and take concrete measures to turnaround the perception）。他指，將會親自領導跨部門工作小組深入調查，提出相應改善方案。
Our customers choose Cathay to explore different destinations, to conduct business and to connect with their loved ones. As a premium service brand and Hong Kong s home airline, we have the responsibility to show our hospitality and bring the best service possible to our customers from around the world.
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We have a duty of care to all our customers, and we want them to feel respected and valued regardless of their backgrounds. The recent incident involving inappropriate comments made by three cabin crew members about our customers during a flight did not live up to such duty of care. It also reflected unfairly on the professionalism that the rest of Cathay has been upholding.
The incident has been widely circulated in the Chinese Mainland and Hong Kong media, causing significant damage to the image of Hong Kong and Cathay. We conducted a thorough investigation and based on the results of that process we took immediate action to terminate the crew members involved. We had to respond and act swiftly, which was necessary to protect the interest of the company and in turn our people overall.
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This incident has reinforced a perception held by some customers that we have not been able to provide high-quality services to customers from different backgrounds consistently. If you read much of the commentary in recent days, you will see that many commentators refer to this long-held perception about us. In other words, they believe this is about more than this single incident, but is something much deeper which we need to address.
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Now we must reflect humbly, examine our culture deeply and take concrete measures to turnaround the perception. I am committed to getting down to the bottom of this and driving corresponding improvements via a cross-departmental task force that I will lead personally.
Whilst the incident has caused a setback to our rebuild journey, let's embrace it as a valuable lesson. Let's take it as an opportunity for us to further uplift the quality and consistency of our services. Let's move forward together to establish Cathay truly as one of the world s greatest service brands.