Seven-hour encounter with an injured Japanese customer: Lotte Mart employee's unforgettable connection

By KTimes

"A customer is looking for you, and she is Japanese."

Kang Hyun-ah, 43, an operations support manager at Lotte Mart’s Seoul Station store, was puzzled when she received a call on Feb. 8. As soon as she realized who it might be, she teared up. Running straight to the customer service desk on the second floor, memories of an incident from a year ago flooded back.

At 1 p.m. on March 8, 2024, Kang had received a call. When she arrived, she found a Japanese woman standing frozen, her face covered in blood. The deep gash on her chin, caused by a fall on a moving walkway, was visibly severe. Handling in-store accidents was part of Kang’s duties, and as a 22-year veteran of Lotte Mart, with half of those years spent in operations support, she remained composed. She was also experienced in assisting foreign customers, who made up about 40 percent of the store’s sales due to its proximity to the Airport Railroad.

Using the Papago translation app and help from a Japanese-speaking staff member, Kang learned that the customer’s name was Matsuda Miyuki. Concerned about being a burden, Miyuki insisted on returning to her hotel, as she was scheduled to fly back to Japan the next day. Kang, determined not to let her leave without treatment, showed her a translated message on Papago: "You need medical attention."

That was just the beginning of a long journey. The first dermatology and orthopedic clinics they visited said Miyuki needed stitches at a major hospital. However, two emergency rooms at large hospitals turned them away due to a resident doctor strike. As fatigue set in, they finally found a hospital in Mapo District with a plastic surgeon available for the procedure.

"Will it hurt a lot?" Miyuki asked nervously. Kang, who even accompanied her into the changing room, reassured her, "This is a well-known hospital. You’ll be fine." While waiting for the surgery, they chatted. Miyuki, a 53-year-old semiconductor professional from Hiroshima, had first visited Korea with her mother four years ago and was traveling alone this time.

After the procedure, Miyuki, who had come to rely on Kang, jokingly said, "You told me it wouldn’t hurt!" Kang, who even paid for the hospital fees, carefully noted down instructions for follow-up treatment and medication in Miyuki’s phone, using Papago to ensure she understood.

Although Kang offered to take her to her hotel, Miyuki insisted on taking the subway from Seoul Station. Kang accompanied her until they parted ways at 7:30 p.m. Their final words, "Daijoubu desu ka?" (Are you okay?) and "Thank you," were phrases they had exchanged countless times that day through the translation app.

Kang often checked in on Korean customers after accidents but had no way to contact Miyuki, who lingered in her thoughts. So when the service desk called her on this day, she instantly knew it was Miyuki. Standing there with a large suitcase, Miyuki had sought out Kang as soon as she arrived in Korea.

Turning on Papago again, Kang asked if she was okay. Miyuki removed her mask, revealing a scar-free chin. She shared stories of telling her family about the kindness she had received and presented Kang with specialty products from Hiroshima as a token of appreciation. In return, Kang gifted her popular snacks, coffee, and tea that foreign visitors often buy at Lotte Mart.

As Kang bid her farewell with "Have a safe trip," Miyuki smiled, seemingly taking it as a wish to stay safe from harm. "She was the only injured customer I couldn’t follow up with, so I was incredibly moved that she came back to see me," Kang said. "Miyuki said she thinks of Korea as a kind country, and I will remember her for a long time."

This article from the Hankook Ilbo, the sister publication of The Korea Times, is translated by a generative AI system and edited by The Korea Times.