About citizen journalism
Bangkok Airways apologizes & gives free tickets after photo of cricket or cockroach leg on bowl posted to website.
Images posted by Magrood Baiwaeng on Pantip.com shows "insect leg" on the fruit bowl.
Insect bits in Bangkok Air fruit bowl
Bangkok Airways has apologised after what is believed to be a large cockroach leg and other insect bits were found wrapped to a fruit bowl served to a passenger on a flight to Phuket.
A Pantip.com user with the account name Magood Baiwaeng posted on Sept 23 that on a Bangkok Airways flight to Phuket on Sept 12 his wife's fruit bowl had a cockroach leg stuck on the outside edge under the plastic film wrap.
He took and posted pictures of the dish, which also shows other insect bits on the side of the bowl.
He said he sent an email complaint to the airline, which reacted swiftly with a formal apology from a senior official of the customer relations division.
The airline gave his family three free domestic-travel tickets, which were delivered to his home along with a souvenir doll and a formal letter of apology.
The Bangkok Post asked Thavatvong Thanasumitra, executive vice president of corporate planning at Bangkok Airways, and chairman of Bangkok Air Catering Co (BAC), which is the airline's catering firm under the Bangkok Airways group, for an explanation.
Mr Thanavong said after looking at the picture he thought the insect leg was of some cricket species.
It possibly entered through the packing area, or had stuck on the plastic film wrap in the packing process. The food handler who passed the fruit bowls had not reported any foreign objects.
Quality control staff were being questioned, he said.
He said the company has an internal pest control programme with over 120 insect monitoring traps placed around food handling and equipment areas to monitor the cockroach problem. He said more than 20 traps were also placed in vehicles that transport food products.
"No cockroach has been detected in any trap so far," Mr Thanavong asserted.
Most netizens commenting on the issue were quite impressed with the airline's response, but also said Bangkok Airways must improve health safety measures to ensure there is no repeat.
Learn from listening
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account: being recorded officially as a customer of a business - บัญชี
apologise: to say you are sorry for doing something wrong or for causing a problem - ขอโทษ
apology: an act of saying sorry - คำขอโทษ
bit: a small piece of or part of something - ชิ้นส่วนเล็กๆน้อยๆ
catering: the job or organising the food and drinks for an event such as a party or meeting, or for a business that feeds people like an airline or hotel - การจัดเลี้ยง
chairman: the person in charge of a committee, a company, etc - ประธาน
citizen journalism: when ordinary non-journalist "citizens" play an active role in the process of collecting, reporting, analyzing, and disseminating news and information. (Source: Wikipedia) -
cockroach: a large brown insect with wings, that lives in houses, especially where there is dirt - แมลงสาบ
comment: expressing an opinion - แสดงความคิดเห็น
complaint: when someone says that something is wrong or not satisfactory - การบ่น, ข้อที่ไม่พอใจ
corporate: involving large companies - บริษัทใหญ่
cricket: a small brown jumping insect that makes a loud high sound by rubbing its wings together - จิ้งหรีด
deliver: to take goods, letters, etc. to the people they have been sent to - ส่ง
detect: to notice, to discover or find out - พบได้, สังเกต
division: one part of a large company or organization - แผนก
domestic: inside the country being talked about - ภายในประเทศ
edge: the outside limit of an object, a surface or an area; the part furthest from the centre - ริม, ขอบ
ensure: to make certain that something happens or is done - ให้การยืนยัน, รับรอง, ให้ความมั่นใจ
equipment: the things that are needed for a particular purpose or activity - อุปกรณ์, เครื่องมือ
explanation: a description of how something happened or happens; giving the reasons why it happened - การอธิบาย, การชี้แจง, การขยายความ, คำอธิบาย
film: a thin covering - เยื่อบาง, เยื่อบางๆ, เนื้อเยื่อบางๆ, เยื่อหุ้ม
firm: a business or company - บริษัท
foreign: not typical of somebody/something; not known to somebody/something and therefore seeming strange - ไม่เกี่ยวข้อง,ไม่เหมาะสม,แปลก,ไม่คุ้นเคย
formal: official; following an agreed or official way of doing things - เป็นพิธี,ตามแบบ,ตามระเบียบ
health: the condition of a person's body or mind - สุขภาพ, สภาพร่างกาย
impressed: admiring someone or something very much because of an unusually good quality or achievement - ประทับใจ
insect: any small creature with six legs and a body divided into three parts. Insects usually also have wings. Ants, bees and flies are all insects - แมลง, แมง
internal: existing or happening inside a person, object, organisation, place or country - ภายใน
issue: a subject that people discuss or argue about - ประเด็น
measure: a firm action taken to solve a problem or stop a dangerous unpleasant situation - มาตราการ
monitor: to regularly check someone/something - จับตาดู เฝ้าระมัดระวัง
monitoring: regularly checking something - การจับตาดู, การตรวจตรา, การเฝ้าระมัดระวัง
netizen: a person who uses the Internet a lot - พลเมืองเครือข่ายคอมพิวเตอร์
object: a thing that can be seen and touched, but is not alive - วัตถุ, สิ่งของ
official: someone with an important position in an organisation - เจ้าหน้าที่
pack: to put things into a container - บรรจุ, ใส่หีบห่อ, เก็บของใส่กระเป๋า
passenger: someone who travels in a motor vehicle, aircraft, train, or ship but is not the driver or one of the people who works on it - ผู้โดยสาร
pests: insects or small animals which are harmful and annoying - คนหรือสัตว์ที่รบกวน
post: to send information, in this case, to a website -
quality control (QC): the process of checking that goods produced in a factory meet a high standard of quality - การควบคุมคุณภาพ; การรักษาคุณภาพผลผลิตหรือการให้บริการอย่าง น้อยต้องไม่ต่ำกว่าเกณฑ์มาตรฐานขั้นต่ำสุด [สิ่งแวดล้อม]
react: to change or behave in a particular way as a result of or in response to something - เกิดปฏิกิริยา
relations: the way in which two people, groups or countries behave towards each other or deal with each other - ความสัมพันธ์
repeat: something that happens again, i.e., which is very similar to a previous happen - การกระทำซ้ำ
response: a reaction to something that has happened or been said - การตอบสนอง
senior: with a high rank or position - อาวุโส
souvenir: something that you buy during a holiday or at a special event to remind you later of being there - ของที่ระลึก
species: a kind of animal - ประเภท, พรรณ, ชนิด
staff: workers employed by a person or organisation considered as a group - คณะผู้ทำงาน, คนงาน
stuck: unable to move, or fixed in a particular position or place - ติด
swiftly: happening quickly - อย่างรวดเร็ว โดยด่วน
trap: a piece of equipment for catching animals - กับดัก
vehicle: a machine that you travel in or on, especially one with an engine that travels on roads, e.g., a car, bus, van, truck, etc. - ยานพาหนะ
wrap: to cover something completely in paper or other material - ห่อ, คลุม
wrapped around: tightly fitted around something else - ล้อมรอบ
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