Chen says: "The airline should have these emergency plans incorporated into their operating budget. If the air-line can demonstrate its sincerity to the passengers before they demand anything, the passengers usually won't get angry."
她說：「航空公司應該已經將這些意外計算在營運成本裡，如果能夠主動表達誠意，旅客通常就不會那麼生氣了。」