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■纜車公司經常不依既定機制在遭遇突發事件時作出通報，反映公司管理混亂，明顯失職。 資料圖片
昂坪360纜車年初三發生故障，導致800名旅客在攝氏3度的低溫下被困近兩小時。港府非常關注事件，批評纜車公司的應變及溝通安排不能接受，已責成其作出改善。纜車公司未依既定機制在遭遇突發事件時作出通報，反映公司管理混亂，明顯失職。纜車服務的質素關乎香港旅遊的形象，纜車事故接連不斷，應對低效馬虎，受影響的是香港整體利益。為維護遊客權益及本港旅遊業聲譽，政府應責無旁貸施加壓力，加強對纜車公司的監管，落實嚴格的問責及處罰制度，切實提升纜車公司的服務水準。
其實早在2006年，昂坪360纜車在初啟用發生多次故障後，港府已要求纜車公司加強事故通報。政府必須採取實質的行動加強管理。以往九廣東鐵也是事故頻繁，且隱瞞不報，引起公眾強烈不滿，最終政府要強勢介入堵塞管理漏洞。對於如今的昂坪360纜車公司，政府是港鐵的大股東，應下決心加強問責，要求纜車公司的管理層依照制度糾正錯誤、改善服務，要以獎罰分明的規範化管理扭轉纜車公司的服務態度和質素，維護本港旅遊業形象，挽回遊客對香港的信心。
Tighten regulation of cable car operation to upgrade quality of service
On the third day of the Chinese New Year, Ngong Ping 360 cable car system had a breakdown, leaving 800 passengers stuck inside the cabins for nearly 2 hours at a low temperature of 3 degree Celsius. The government was highly concerned. It criticized the company's contingency plan and communication arrangement as unacceptable, and urged the company to make improvements. The cable car company's failure to report the incident in accordance with the established mechanism was a proof of its disorganized management and obviously a dereliction of duty. The quality of the cable car service has a bearing on the image of Hong Kong's tourist industry. Frequent failure of service as well as slow and inadequate response will hurt the overall interests of Hong Kong. To protect the rights of tourists and the reputation of Hong Kong tourism, the government has the unavoidable duty to exert more pressure and strengthen its regulation of the cable car company. It should carry out a stringent accountability and punishment system to force the company into enhancing its standard of service.
In fact, as early as in 2006 when there were repeated reports of system failure of the Ngong Ping 360 cable cars ever since its inception, the government had already asked the company to step up its incident report efforts. It is high time the government took concrete actions to strengthen its monitor. In the past, when the East Rail of KCRC had repeated incidents of system failure and did not report, the public was enraged and the government eventually intervened with a heavy hand to plug the management loophole. Now, for Ngong Ping 360, the government, being the biggest shareholder of MTRC, must determinedly demand greater accountability, and ask the management of the company to rectify its mistakes according to the system as well as to improve its service. There has to be a standardized management system whereby reward and punishment can be clearly defined so that the poor attitude and quality of service of the cable car company can be reversed. This is the way to protect the image of Hong Kong tourism and to regain visitors' confidence in Hong Kong. ■Translation by 東明 tungming23@gmail.com
逢周五見報
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