The New York Times 2024-07-27 00:10:19


Olympics Live Updates: Arson Attack Incites Travel Chaos Ahead of Opening Ceremony

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Here’s the latest on the train line attacks.

Coordinated arson attacks disrupted service on three high-speed train lines in France on Friday, causing travel chaos across the nation on the day of the opening ceremony of the Paris Olympics. Train service is expected to be affected through the weekend, interrupting plans for more than a million people, including French vacationers, Olympic athletes and tourists.

The fires, which were set in pipes carrying cables and have been described as “criminal,” were all detected around 4 a.m., according to Patrice Vergriete, France’s transportation minister. The disruptions rippled beyond Paris, with Eurostar, an international rail service, saying it would divert trains from the city.

There was no immediate claim of responsibility for the attacks. French officials suggested that the fires had been set to disrupt the Olympics.

The opening ceremony is set to begin Friday at 7:30 p.m. in Paris (1:30 p.m. Eastern) under heightened security, which may complicate travel plans for visitors heading to Paris, even those using modes of transport not directly affected by the attacks.

The mood was already tense in Paris, where security has been tightening for weeks ahead of the Games. Tens of thousands of police officers, joined by counterterrorism units and the military, have been deployed across the city to guard Olympic venues, tourist sites, train stations and street corners.

Weeks ago, the authorities cordoned off a section of the Seine on both banks to protect the thousands of athletes who will take part in the ceremony in a huge flotilla of boats, as well as the hundreds of thousands of fans who will go to see it.

Here’s what else to know:

  • Amélie Oudéa-Castera, France’s minister for sports and the Olympics, said the authorities were still evaluating whether athletes’ transportation would be affected over the weekend.

  • There were severe disruptions on the three lines where fires had been set — the Atlantic, Northern and Eastern lines — with many trains canceled, the railway company, S.N.C.F., said in a statement. It advised travelers to postpone their trips if possible.

  • Eurostar said in a statement that all of its high-speed trains going to and from Paris were being diverted, extending travel times by about 90 minutes. Several trains have been canceled.

  • The fires were set in pipes carrying cables used for signaling, Jean-Pierre Farandou, the chief executive of S.N.C.F., told reporters. One of the fires was set around Arras, a town about 100 miles north of Paris, on the high-speed line between the capital and Lille, according to the railway company. A second was set in Courtalain, a town about 90 miles southwest of Paris, on the lines connecting Tours and Le Mans to Paris, it said. A third fire was set near Pagny-sur-Moselle, in eastern France, and disrupted trains heading to and from that region. The company said that another attack had been thwarted on the line that connects Paris to southeastern France.

Saboteurs targeted a rail network so vast that it’s impossible to fully secure.

France took virtually every precaution to make sure that its capital would be secure when all eyes were on the city for the opening ceremony of the Paris Olympics.

But the saboteurs who disrupted travel for hundreds of thousands on Friday did so by striking far outside the capital, targeting a rail network so vast, experts say, that it is impossible to secure every foot of it. And they knew exactly where to strike to cause maximum chaos.

“The S.N.C.F. faces attacks on its network every year, every month even,” said Julien Joly, a transportation expert at the Wavestone consulting firm, using the abbreviation for France’s national railway company.

He added: “But never in these proportions, and never in such a coordinated way. Unfortunately the network is so vast, you can’t ensure a 24-hour security presence everywhere.”

France has a very dense train network, with 28,000 kilometers of tracks (about 17,400 miles) used by 15,000 trains every day. Much of it is separate from the high-speed train network.

But the TGVs, as the high-speed trains are known, whisk thousands of passengers across the country daily, and are one of France’s most prized national infrastructures — a symbol of its technical know-how.

Arnaud Aymé, a transportation expert at the Sia Partners consulting firm, said that the infrastructure that was targeted — signal stations and cables — were often protected with alarms, cameras, fencing and barbed wire, and were not always easily accessible.

But train networks, because they are expansive but also limited by nature — a technical failure on one track creates an immediate bottleneck — are hard to make failproof.

“Railway networks are particularly open,” Mr. Aymé said, vulnerable to a fallen tree, an unlucky lightning strike on an electrical substation or a malicious act.

Any disruptions have “cascading effects,” he said. “Even if the network is repaired, it takes time for everything to get back in order,” he added.

Railway networks face thousands of criminal acts every year, experts say: People steal electrical cables to sell copper wire on the black market or carry out petty acts of vandalism.

But the level of coordinated and simultaneous sabotage that happened Friday is extremely rare, experts say. The S.N.C.F. said that it detected the arson around 4 a.m. and quickly intervened alongside firefighters and police.

French prosecutors have opened a criminal investigation. They say there is no doubt that the fires were intentionally set, but have said that it is too early to determine who the suspects are and what had motivated them.

It was also unclear if the aim was to disrupt the Olympics directly, or to merely to embarrass the French authorities as the country had large-scale international attention. Experts noted that sabotage on the Paris commuter lines — which are expected to ferry hundreds of thousands of Olympic visitors — would have been more directly devastating to the Games.

None of the targets are close to the French capital. The S.N.C.F. said that arsonists successfully targeted infrastructure in Courtalain, southwest of Paris; Pagny-sur-Moselle, to the east; and Croisilles, to the north. All are more than 100 kilometers (62 miles) from the French capital.

All the four main high-speed lines sprout out of Paris, connecting it to the rest of the country. Only one of the three was undisturbed on Friday after an arson attack was thwarted on the southern line leading to the French Alps and the Mediterranean, the S.N.C.F. said.

“Critical points were targeted, which shows that they knew enough about the network to know where to strike,” Gabriel Attal, France’s prime minister, told reporters after a crisis meeting on Friday.

The S.N.C.F. said that the suspected arsonists had cut and burned cables that are used for train signaling — each cable is split into dozens or even hundreds of fiber optic threads that have to be repaired, reconnected and tested.

The suspected arsonists targeted infrastructure right before the tracks split into two different directions, ensuring that two branches of the line, not just one, would be affected by the disruptions.

“The locations were particularly chosen to have more serious consequences,” Jean-Pierre Farandou, the president of the rail company, told reporters on Friday.

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Prime Minister Keir Starmer of Britain was forced to change his travel plans for the opening ceremony because of disruption on the Eurostar high speed network linking London and Paris. Instead of taking the train, Starmer flew to Paris, where he planned to attend a reception hosted by the French president, Emmanuel Macron, Downing Street said.

As the queues at the checkpoints on the banks of the Seine grow, the rest of Paris is blanketed in an uncharacteristic calm. The roads, even a mile or so away from the gray zone, are empty. In the Jardin du Luxembourg, a dozen or so tourists are waiting to take a selfie with a Paris 2024 sign. Others wander idly on the cobbled streets around the Pantheon. You can stand in the middle of the road for the perfect sightline of the tip of the Eiffel Tower, completely untroubled by traffic.

It won’t provide much solace to those waiting in line to take up their seats for the opening ceremony, but as a semi-regular visitor — and someone who managed to get a gelato at Grom without waiting in a queue — it’s a little disorienting.

Valerie and Rick Beron, a couple from West Palm Beach, Fla., practically jogged through the last security checkpoint to reach their assigned spectating area near the beginning of the opening ceremony route. They had stood in a dense, amorphous line for almost two hours, making it through a little before 5 p.m. local time. “I can breathe again!” Valerie Beron said as she grabbed a French flag from a volunteer. “People were pushing, shoving,” Rick Beron added.

Transportation disruptions in France are expected to last through Monday.

Transportation in Paris, which had already been chaotic as the city prepared for the opening ceremony of the Summer Olympics, turned into a nightmare for thousands of travelers on Friday after a series of arson attacks disrupted national high-speed rail lines into the city.

The delays, which were expected to last through Monday, hampered travel for visitors arriving for the Olympics, Parisians heading out for summer vacations and athletes who had planned to attend the opening ceremony. S.N.C.F., the French rail company that operates the high-speed network, said that more than one million people had been expected to travel on the national rail system this weekend.

The fires, which were detected at about 4 a.m. on Friday, disrupted France’s Atlantic, North and East rail arteries, halting or slowing trains between Paris and major cities that are hosting some Olympic competitions, including Bordeaux, Marseille, Nice and Lille.

The outages also rippled to international services, including high-speed service involving Belgium and the Eurostar between London and Paris, with delays of as long as 75 minutes. Eurostar said in a statement that it would cancel 25 percent of its trains through Sunday.

The chief executive of S.N.C.F., Christophe Fanichet, warned that there would be delays of up to two hours on some long-distance lines. “We ask people please not to come to the station, because if you haven’t heard from us, your train won’t be running,” he said.

By midafternoon, some high-speed trains were running again after workers carried out emergency repairs. But S.N.C.F. said that traffic would remain disrupted in the coming days. France’s transportation minister, Patrice Vergriete, said authorities were “preparing themselves” for other potential attacks.

Despite the disruptions to long-distance trains, the Paris Metro was running fairly smoothly on Friday. Around two dozen Metro stations were being closed in the afternoon along the Seine, where a flotilla of boats will ferry 10,000 athletes to the Eiffel Tower. After the parade ends at around 11:30 p.m., two automated Metro lines will run all night long to clear crowds.

With some of Paris’s biggest train stations, including Montparnasse and Gare du Nord, crowded with stuck passengers, travelers looked to car rental companies or other transport alternatives. Uber said in a statement that it was ​​offering a 15 percent discount code for rides originating from all major train stations in France through Sunday night “to help people get where they need to, safely.” Other travelers turned to companies like FlixBus, which offered service to Bordeaux and Brittany.

On the Champs Elysees, which was closed off to traffic, hundreds of people biked or walked to their destinations.

But for the thousands of people stuck at train stations, the wait was agonizing.

Even before the opening ceremony, Olympians in rugby, soccer, handball and archery had begun competing this week, including some in cities across France. But with many trains canceled, it was unclear how they would get to Paris in time for the opening ceremony. Two trains carrying Olympic athletes to Paris on the Atlantic line were stopped hours before the opening ceremony, S.N.C.F. said.

Sorelle Maximillien was one of the lucky ones who had made it on Friday to Gare de Lyon, one of Paris’s largest train stations, from Saint-Étienne, a city in eastern France, despite a delay after the conductor announced that unidentified people had walked onto the tracks, disrupting service.

But her brother was stuck in Marseille after his train was canceled, with signs flashing in that station that service was likely to resume on Monday. Ms. Maximillien’s parents had traveled to Paris from Guadeloupe to celebrate the Olympics with family. “But now my son can’t come today because of the train problems — we hope we’ll see him soon,” said Arsène Maximillien, Sorelle’s father.

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It’s highly likely that some athletes who planned to return to Paris on Friday for the opening ceremony now will be unable to attend. Soccer matches, for example, were played in cities across France this week, including as late as Thursday night. But with many trains canceled, it would take a major effort to get back now.

Gérald Darmanin, France’s interior minister, said at a meeting about Olympics security that, setting aside the arson attacks, “things were perfectly positive” in Paris, where the authorities had not identified “any particular problem” ahead of the opening ceremony. “All that is left is to hope for good weather,” he quipped.

Jean-Pierre Farandou, the president of the S.N.C.F., told reporters that the arsonists appeared to have strategically targeted areas right before tracks split off in two different directions, maximizing the amount of chaos. “The locations were chosen specifically to have more serious consequences, since a single fire cuts off traffic on two branches of the network,” Farandou said.

A spokesman for the Paris 2024 Olympics told me there were no plans to delay the opening ceremony and insisted everything was going ahead as planned.

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Some high-speed trains are running again on Friday, the S.N.C.F. said in the early afternoon. “Repairs are continuing, but traffic will remain disrupted this weekend,” the company said in a statement.

Workers have carried out “emergency repairs, enabling a partial and very gradual resumption of traffic” on the Atlantic line, which serves western and southwestern France, the company said.

Franck Dubourdieu, who is in charge of the high-speed line that serves western and southwestern France, said that repair work would take at least a day. Automatic alarms quickly alerted the company to the fires, he told reporters near the Gare Montparnasse in Paris, adding that no one was injured. The arson targeted a signal station, making it impossible to dispatch trains.

But Dubourdieu was confident that the disruptions would not overly disrupt the Games, despite train cancellations that will extend into the weekend. “I have no particular worries about being there for the athletes,” he said.

Here’s what we know about the attacks on France’s rail network.

Just hours before the opening ceremony of the Paris Olympics, France was rocked by a series of arson attacks on its rail network on Friday, stoking fears over security during the Games.

No one was killed or reported injured, but the damage to France’s high-speed train lines caused major delays as thousands of local and international travelers were expected to converge on Paris for the ceremony and the Games. The arson attacks, which authorities have described as “criminal,” come amid heightened security concerns, when France is the center of a global spectacle.

Here’s what we know about the attacks and the resulting disruptions:

Is this a terrorist attack?

That is not clear yet, but France’s prime minister, Gabriel Attal, has described the fires as “acts of sabotage that were carried out in a prepared and coordinated way.” The police and intelligence services are investigating these “criminal acts,” he added in a post on social media.

So far, evidence shared by the French authorities suggests that the attacks were planned and deliberate. The fires all broke out at the same time on Friday, around 4 a.m. local time, said Patrice Vergriete, France’s transportation minister.

Jean-Pierre Farandou, the head of France’s national rail company, S.N.C.F, described the repairs that the attacks have necessitated as “very meticulous work.” The fires were set in pipes that carry cabling necessary for signaling, and located on key bifurcation points on the rail, meant to maximize the damage, Mr. Farandou said.

The episode is bound to raise fears in a country already deeply scarred by terrorist attacks. In 2015, attackers linked to the Islamic State killed 130 people in and around Paris. Then, in 2016, an attacker drove a bus through a crowd celebrating Bastille Day in Nice, in southern France. Lone assailants have also carried out shootings and stabbings, including the grisly beheading of a teacher in 2021.

Security had already been rigorous ahead of the Games, and in the immediate aftermath of the attacks, a security perimeter in Paris has been further tightened.

How bad are the disruptions?

The attacks have brought France’s rail system to a near standstill, causing chaos during a particularly busy time. More than one million people were expected to travel on the national rail system this weekend, according to France’s rail company. Not only were travelers making their way to Paris for the Games, but many French citizens were trying to leave the city for summer vacations. Some said that they wanted to get away from Olympic crowds. The repair work, the rail company said, is likely to take all weekend.

The fires were set on three of France’s four high-speed national lines, the Atlantic, Northern and Eastern, according to S.N.C.F. Authorities responded to fire on the line between Paris and Lille, around the town of Arras, about 100 miles north of Paris, the capital. Another fire was reported on the connection between Le Mans and Paris, near Courtalain, a town about 90 miles southwest of Paris. The rail company said that it thwarted an attack on a route that connects Paris to southeast France.

The Eurostar, the high-speed rail service that connects several countries in Western Europe, said that its service to Paris had been delayed by at least 90 minutes. Around Paris, about two dozen Metro stations on the route to the location of the opening ceremony, on the Seine, were shut. Security concerns also affected other modes of transport. Authorities briefly ordered the evacuation of the EuroAirport Basel-Mulhouse-Freiburg, the French-Swiss airport near Basel, Switzerland, citing unspecified “safety reasons.”

How will this affect the Olympics?

The opening ceremony is expected to go ahead, but under heightened security. That increased security may make it harder for some visitors to reach Paris, even those using modes of transport not directly affected by the attacks.

The attacks have also cast a shadow over the start of the Games, dominating the public conversation and blighting the image of a country that had sought to project a sense of security over its hosting of the event.

The mood in the host city had already been tense, with tens of thousands of police officers, counterterrorism units and military personnel deployed to guard not only Olympic venues, but tourist sites, street corners and train stations. A section of the Seine had already been cordoned off on both banks.

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The arson attacks left thousands stranded at train stations.

The usual rhythm of arrivals and departures at Paris’s train stations was replaced by a tense atmosphere of uncertainty on Friday. Hundreds of stranded passengers crowded the concourses, sorting out their plans after several arson attacks disrupted the rail system in France.

“I don’t know when I will be able to escape,” said Ermine Touré at the Gare Montparnasse, a major transportation artery in Paris, three hours after she had hoped to leave Paris for a vacation in Nantes, in western France. “Paris is a mess so I wanted to go today.”

At the Gare Montparnasse, travelers hunched over their phones looking for alternate routes out of the French capital. Children waited atop makeshift seats of suitcases. A slew of announcements played over the loudspeaker system. The words “act of malice” and “vandalism” echoed throughout the hall, doing little to quell the anxiety among travelers.

Some people at the Gare Montparnasse found their way to the rental car kiosks only to confront long lines of others who had the same idea.

At the Gare du Nord train station, about four miles northeast of Gare Montparnasse, Guillaume Du Pontavice stared in frustration at the departure board as each update pushed back his arrival time in Brussels, where he was supposed to surprise the groom at a bachelor party.

“Every two minutes, they add another 10-minute delay,” he said, with his bags on the floor between his legs. “I’d prefer them to tell me straight away that it’s canceled.”

A delayed train from Le Mans, in northwestern France, caused Océane Godemer and her friends to miss their original train to London.

“They got us on the next train for free, and it’s running as usual, so that’s OK,” she said as her friends finished eating breakfast. “But we’re still going to miss our visit to Buckingham Palace.”

The disruptions were also felt in London, where Eurostar, which operates trains to Paris, had delays of as long as 75 minutes. Eurostar said in a statement that it would cancel 25 percent of its trains through Sunday.

At St. Pancras International in London, travelers waited in long lines that stretched throughout the station.

Mary McCarthy, 65, started the day at 4 a.m. in West Cork, Ireland, driving to a nearby airport and flying to London to take the Eurostar to Paris. She was waiting for her daughter to join her and hoping her afternoon train to Paris was still running.

“If we can get there, we’ll be happy,” she said.

Paris was already grappling with the restrictions established by the heightened security measures for the Olympics, with about two dozen Metro stations closed.

“I guess the whole city is collapsing a little bit, so many streets are closed, all this security,” said Sofia Lascurain, whose Eurostar train to Bruges, Belgium, was delayed by at least an hour. “The city feels weird.”

Andrew Das and Dodai Stewart contributed reporting from Paris. Isabella Kwai contributed reporting from London.

Eurostar said in a statement that it would cancel 25 percent of all scheduled trains through Sunday.

Local authorities in Vald’Yerre, near one of the sites that was targeted, published photos on Facebook showing a section of charred cables near the Courtalain signal station.

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It’s a litle past noon here in Paris, and participants for the opening ceremony are already arriving. Many are at checkpoints next to key bridges on the Seine waiting to have their credentials checked. It will be a long day for them. The ceremony doesn’t start for another six hours.

These are my fourth Olympics, and the day of the opening ceremony at any Games is always a flurry of activity. Security swells as tens of thousands of spectators, athletes and performers flood the arena to mark the start of the Games. But this year is different. Paris has promised to bring back the celebration missing from Tokyo and Beijing because of the pandemic. The elaborate opening ceremony will be held along a four-mile stretch on the Seine. That’s already sent the city into what feels like a controlled chaos.

The day of the opening ceremony is usually full of anxious energy, but here in Paris it feels just plain anxious. Even as early as Wednesday, I kept being turned around security check points when I got close to the water. The arson attack has only made things more tense. But the opening ceremony marches on. Photographers around the city are already headed to the opening ceremony route to set up for the 7:30 p.m. start. Rain is in the forecast.

Patrice Vergriete, France’s transportation minister, said the French authorities were not aware of any specific threat to the train network before Friday. Now, though, “we’ve stepped up our vigilance,” he told the TF1 television channel.

Those most affected would be French people taking vacation, he said. There seemed to be some relief in sight as train traffic was starting to pick up again on the northern and eastern lines, despite continued delays.

Mary McCarthy, 65, started the day at 4 a.m. in West Cork, Ireland, driving to a nearby airport and flying to London to take the Eurostar train to Paris. She was waiting for her daughter to join her and hoping her afternoon train to Paris was still running. “If we can get there, we’ll be happy,” she said.

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Precautions failed to halt the arson attacks.

The coordinated rail attacks that disrupted train travel in France on three high-speed lines Friday morning occurred despite intensive security precautions put into effect leading to the Olympics, which officially begin Friday night.

Not only have police officers and soldiers poured into Paris over the past week to sweep and secure the Olympic sites and the center of the city along the Seine, where the opening ceremony is scheduled to take place, but they visited the homes of people they considered potential threats and imposed what amounts to house arrest on 155 of them.

The dragnet yielded some results. In central France, a man of Chechen origin was charged in May with the planning of an attack outside an Olympic soccer match in Saint-Étienne. Another man, a neo-Nazi sympathizer living in the Alsace region, was sentenced to two years in prison for publishing an explosives recipe online and for making threats.

This week, a 40-year-old Russian man was charged with working at the behest of a foreign power to “provoke hostilities” in France intending to destabilize the Olympic Games.

The police also did background checks on around one million people involved in the games, including security guards, stadium workers and volunteers, France’s interior minister, Gérald Darmanin, said earlier this week.

Of those, about 5,000 people were rejected because of their criminal records or flagged for “radicalization.”

Around 1,000 of them were suspected of foreign espionage, Mr. Darmanin said.

“These people, we thought it wouldn’t be a good thing for them to work in stadiums or accompany volunteers or the teams,” he said.

Gabriel Attal, France’s prime minister, said that no suspects had been arrested at this stage in connection with the arson attacks, and he said it was too early to say who the perpetrators were and what had motivated them.

“Critical points were targeted, which shows that they knew enough about the network to know where to strike,” Attal said.

The disruptions in France are being felt in London, where Eurostar, which operates trains to Paris, had delays of as much as 75 minutes. At St. Pancras International in London, travelers waited in long lines that stretched down the station. Some trains to Paris were canceled.

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A smaller but still troubling issue for Paris organizers today? Rain is forecast from 7 p.m. to midnight, which is the entire opening ceremony window.

The disruptions could prevent some visitors from reaching Paris to attend the opening ceremony. It does not appear that they will affect the ceremony itself, but this was hardly the image that France wanted to project on Friday. Talk of criminal arson and travel chaos has overtaken growing buzz about who would perform at the unprecedented event — which is happening on the Seine River, not in a stadium — and how spectacular it would be.

Here are the train lines affected by the attacks.

The coordinated arson attacks on the French railway system that disrupted train service across northern France and beyond on Friday morning were expected to upend travel plans for about 800,000 customers, the national railway company said.

Here are the train lines facing delays and cancellations on Friday:

  • LGV Atlantic, the national high-speed line connecting Paris to France’s Atlantic coast.

  • LGV East, the national high-speed line linking Paris to Strasbourg, on the German border.

  • LGV North, the national high-speed line extending from Paris to Lille and the Belgian border.

  • Eurostar’s high-speed line between London and Paris.

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The Paris prosecutor’s office, which handles major organized crime cases, said that it had opened an investigation into what it described as criminal vandalism and criminal conspiracy.

The Eurostar said that high-speed trains traveling to and from Paris would be diverted to a slower line. They warned travelers to expect delays and cancellations, and encouraged them to postpone trips.

After physical security and terrorism, one of the persistent fears of Paris organizers ahead of the Games was cyberattacks. But in a statement sent to The New York Times, the French Cybersecurity Agency said this morning’s attacks targeting the rail lines were “not the result of a cybersecurity incident.”

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Firefighters From Around the World Headed to Canada to Battle Wildfires

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Vintage of War

In One Image Vintage of War By Nanna Heitmann and Eric Nagourney

Russian forces in a bloody battle to occupy eastern Ukraine set up a field hospital for wounded fighters in an old winery.

This soldier had just arrived. Medics quickly transferred him to a stretcher, cutting off his clothes to assess his wounds and start an IV.

Before the war, tourists would wander through tunnels decorated with carvings and taste the sparkling wine that Bakhmut was known for.

Now the Russians, who rarely see sunlight, take what cheer they can from other decorations, like the tree still there after Christmas had passed.

The cards and drawings on the wall were sent to recuperating soldiers by children back home.

Bacchus once reigned here. Now Mars does.

Tunnels have long wended through the earth beneath Bakhmut, in eastern Ukraine. Until the 1960s, they were used by the mining industry. The vintners came next. Then, after Russia invaded the country in 2022, the tunnels were repurposed yet again.

As fighting between Russian and Ukrainian forces raged, Moscow set up a stabilization point, bringing in medical equipment and installing it near racks still bearing tens of thousands of bottles of wine.

Though Russian forces captured the city of Bakhmut last year, the fighting around it can still be pitched. Many of the soldiers who end up at the field hospital were hurt in Klishchiivka, a bloody frontline point on the outskirts of the city.

The room above, near the entrance to an old decanting chamber that is still decorated with Romanesque statuary, once echoed with the sounds of festivity. Now it is the sounds of pain and lament.

The days underground are long. Venturing outside, where drones are often on the prowl, is too risky. A medic on the night shift photographed above was killed by one a month earlier.

This is what we know about the patient:

He is Russian. He did not die. He was transferred to a hospital farther from the front line — but not before an arm and a leg were amputated.

Full Stands, Full Volume: The Olympics You Remember Are Back

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Listen to this article · 6:58 min Learn more

Andrew Keh

Reporting from Paris

Leer en español

Tara Davis-Woodhall, a long jumper by trade and an entertainer at heart, gazed into the stands at Tokyo’s 68,000-seat Olympic stadium and decided she needed some noise. In a quixotic bid to inject even a small dose of spirit into a pandemic-stricken Summer Games, she began clapping her hands theatrically.

Tens of people, give or take, clapped back.

“It was awful,” Davis-Woodhall said last month about the enforced emptiness of the Olympics three summers ago. “It was my first Olympics, and I was like, ‘What the heck? This is weird!’ I’m glad it’s over, and I’m glad that I’m going to Paris to actually experience an Olympics.”

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In Japan, Turning the Tables on Rude Customers

The guests arrived 30 minutes before check-in time at a traditional hot springs inn a couple of hours north of Tokyo. When they saw a sign asking that customers wait in their cars, they demanded to know why they could not get their room key early.

The exchange, captured on a security camera, quickly exploded into angry shouting. Eventually it ended on the pavement out front — with the inn’s managing director down on his knees, bowing deeply and apologizing.

The incident was an extreme example of what has increasingly come to be known in Japan as “kasuhara,” an Anglicized abbreviation of “customer harassment.”

While no country is immune to such behavior, expectations for service — and the potential for dissatisfaction — are especially high in Japan, where a famous expression exalts the customer as a god. The tradition of hospitality is such that retail clerks in upscale stores bow to customers on their way out the door, and waiters, baristas and hotel clerks use honorific Japanese when serving.

Whether the abusive incidents are actually increasing is difficult to assess. But after the pandemic’s upheavals, company officials, labor unions and even the government are focusing on the perceived scourge of customer harassment. The push is all the more urgent as labor shortages have given workers more options to walk away if they feel mistreated.

“The mind-set has changed,” said Mami Tamura, a member of Parliament who is pressing for a law that would hold employers accountable for protecting their workers from customer abuse. “Now fewer business operators think the customer is a god.”

Examples that have shown up in the Japanese media have given rise to a sense that customers have finally gone too far.

A diner at a ramen shop northeast of Tokyo dumped 500 toothpicks into his noodles in protest when the owner could not keep up with constant demands for fresh toppings. The customer proceeded to deluge another branch of the restaurant with so many crank calls that the owner called the police, and a court fined the caller.

A viral video showed an enraged bus rider who caused a 25-minute delay as he berated the driver as an “idiot” because he was dissatisfied with seating options. A dashcam video, posted by a taxi company, showed a passenger ordering a driver to apologize repeatedly for slightly overshooting a destination, making her cry.

Based on surveys by the Labor Ministry and one of Japan’s largest labor unions, anywhere from one in 10 to as many as half of workers have experienced some form of harassment by a customer.

In response to such behavior, some companies and service providers have started posting signs warning customers against mistreating workers. They are drawing up rules to guide staff on what is considered a legitimate complaint and what is simply unacceptable behavior that can be rebuffed.

Some employers have removed surnames from name tags to protect employees from doxxing on social media. SoftBank, the technology giant, is developing an “emotion canceling” voice alteration service that call centers can use to tone down the blast of anger from incoming complaints.

Customers believe “they deserve higher-quality service,” said Shino Naito, an associate professor of labor law and a member of an expert panel advising the Tokyo Metropolitan Government on an ordinance that would officially ban customer harassment. “Their expectation level needs to be lowered.”

Defining — much less prohibiting — customer harassment can be difficult in Japan, where service staff have traditionally been expected to tolerate any interaction with customers, even indignant ones. Workers are quick to apologize for any perceived transgression, such as when conductors beg forgiveness if a train is late, or even if it leaves a few seconds early.

Such standards of service can come with a rigidity that frustrates customers.

“The Japanese have the attention to detail, and it’s the envy of the tourism and hospitality world,” said Benjamin Altschuler, an associate professor of sport, tourism and hospitality management who is currently teaching at Temple University’s campus in Tokyo. “But there’s an inflexibility as well.”

Customers may harass employees because they themselves have been abused by bosses or clients in Japan’s often harsh work environments. They need to “take it out on someone,” said Masayuki Kiriu, a professor of sociology at Toyo University who has studied customer harassment.

Workers for JR East, which operates commuter train lines around Tokyo, say they regularly experience verbal abuse from drunk late-night passengers confused about where to transfer or angry that their fare passes or cellphone apps aren’t working.

“I feel like if they don’t get their complaints out with us,” said Takami Matsumoto, who works at a ticket gate, “then they will have to carry them home.”

Until recently, he said, managers told workers that any complaints were their fault.

“The company would just believe the customer when they said I had done something bad,” Mr. Matsumoto said.

JR East said in an emailed statement that it provided “support” for workers suffering from mental health issues through “workplace managers and industrial physicians” and was considering guidelines on “how to deal with customer harassment in the future.”

In 2022, the labor ministry issued a manual describing what qualifies as customer harassment. Examples include “threatening with hints of exposure on social media or the mass media,” “screaming loudly in the store” and “excessive demands for equipment” — such as requesting 10 toothbrushes at a hotel. At the end of last year, the government revised a 1948 law so that lodging operators can now refuse customers who harass hotel employees.

UA Zensen, a union that represents textile, chemical, food and general services workers, has lobbied the government to develop regulations requiring all employers to protect staff from customer harassment. Such a law would be similar to those that make employers responsible for safeguarding workers from sexual harassment or managerial abuse.

Some employers, facing difficulties hiring and retaining young workers, have already taken action.

“Younger workers have learned that they no longer have to tolerate certain behaviors,” said Naoki Ishikawa, a crisis management chief at city hall in Utsunomiya, about 80 miles north of Tokyo. Visitors there are barred from taking photos or videos inside the building, and starting this summer, only the surnames of staff appear on name tags.

Yuji Tanaka, the managing director at Yumori Tanakaya, the traditional Japanese inn where the early arrivals verbally abused the staff, said he wanted to preserve Japan’s “unique” service culture.

But after the recent incident, he took the security camera footage and reported the couple to the police, who told him there was not much they could do. He says he has flashbacks to the moment where he got down on his knees to apologize. Viewers who saw clips of the episode on the news have called to badger him about the size of his lobby or to protest the rule asking guests to wait in their cars.

People “just assume that service workers should do whatever they want,” Mr. Tanaka said. But there are limits: “I also want the other person to respect the service workers.”

Kiuko Notoya contributed reporting from Tokyo.