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8月31日,湖南省张家界黄龙洞景区发生一起游客无票冲关,并将工作人员撞倒受伤的事件。被撞工作人员当时被大力撞倒在地,发生头晕、胸闷及呕吐现象,被及时送至当地医院检查治疗。监控视频显示,景区工作人员自始至终规范服务,没有对游客有任何不当行为。目前,该事件经过当地派出所协调,游客已充分认识错误,诚恳的向景区及现场工作人员进行了道歉并承担了受伤工作人员的全部医疗费用。
据当班的邓姓验票员介绍,当天冲关的游客一行四人,两男两女,是小两口带着父母出行的自助游客。老两口年纪从外貌上看都应该在70岁左右,按照国家有关老年人优惠待遇的政策,70岁以上的老年人可以享受免票游览景区的待遇。但是,该一行游客拒绝出示能证明老年男人年龄的有效证件,也拒绝为其购票,而是采取了强行冲关的不当行为,年轻男人一边谩骂,一边用力将工作人员撞倒,将老年男人强行带入门禁以内。
“客人太冲动了,有点蛮不讲理,而黄龙洞景区工作人员却表现得很好,一直都在心平气和的跟客人解释。”据当地从事导游行业的覃春英介绍,她当时刚把自己的客人送进洞,恰好目睹了事件全过程。她看见黄龙洞景区工作人员从头到尾都显得相当克制,没有还手,也没有任何过激语言。
“骂不还口,打不还手,这是我们公司一直坚持的基本服务原则。”黄龙洞景区现场负责人王新文表示,虽然员工无辜被骂、被打,而且身体也受到了伤害,但是景区还是秉着宽以待人,教育为主的原则与撞人游客达成了和解。他说:“我们景区将一直秉承游客至上的原则为中外游客提供周到细致的服务,但是希望游客也要注意自己的言行,做一个守法纪,讲道理的文明人。毕竟良好的旅游环境和旅游体验需要大家共同去创造、去呵护。”(李远明)
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