Civil aviation people, where is our initial heart?

The report of the 19th National Congress of the Communist Party of China made a major judgment that Socialism with Chinese characteristics has entered a new era, which is a new historical orientation for the development of China. During the National Civil Aviation Work Conference held on 20 18, Feng said: "Promoting the high-quality development of civil aviation, its achievements are finally reflected in serving the national strategy and meeting the people's needs for a better life, and it is based on building a strong civil aviation country."

Since the establishment of New China Civil Aviation, the industry tenet of "People's Aviation for the People" has been established. The purpose of this industry, whether from the perspective of the country or the airport under the Civil Aviation Administration, will be kept in mind. Whether it is the 19th National Congress of the Communist Party of China or the 13th Five-Year Plan report, people's eyes have always focused on the word "people's livelihood", but in the face of the 19th National Congress report, it is clearly proposed to build a transportation power. As the largest transportation service industry besides railways and highways, civil aviation should also keep pace with the times and help people's livelihood.

Civil aviation people, our initial intention is to serve every passenger sincerely.

Civil aviation people, our initial intention is to serve every passenger with high quality.

Civil aviation people, our initial intention is to serve every passenger in a diversified way.

First, the development of civil aviation has always adhered to the three bottom lines of flight safety, clean government safety and sincere service.

Feng summed up the work in 20 17, saying: in 20 17, civil aviation successfully completed various tasks, and no transport flight accidents and air defense accidents occurred. The number of liability accidents decreased by 2 1.6% year-on-year, and the overall security situation was stable; The flight of civil aviation transportation broke through 1000 million hours for the first time. It is estimated that the total transportation turnover will be 65.438+0.083 million ton-km, the passenger volume will be 549 million, and the cargo and mail volume will be 76.5438+0.2 million tons, up by 654.38+02.5%, 654.38+02.6% and 6.6% respectively. 65438+ 10 to 165438+ 10, the whole civil aviation industry realized a profit of 69.28 billion yuan, up16.4% year-on-year; 165438+ 10, the normal flight rate reached 84.59%, a record high in12; In 200 1 year, 260 airport projects were newly started or continued, and "military personnel are given priority according to law" channels were opened in 84 airports nationwide/kloc-0, and 222 airports set up maternity rooms.

When we improve the requirements of flight safety and clean government safety, which can be expressed by data, sincere service is often the most easily overlooked, because it cannot be quantified and is more easily influenced by some subjective emotions of passengers. It is unfair to judge the work of civil aviation people by the inherent standards of passengers, and only the quality of work service and passenger satisfaction can be considered comprehensively. Therefore, we should work towards the highest standard of "sincere service", try our best to meet the requirements of every passenger and make them feel at home. This is our aim, and it is also the direction that every civil aviation person has been striving for.

With the increasing throughput and the soaring number of flights, there are actually many hidden dangers that passengers can't feel, but the security personnel working in the front line can personally feel the increase in work pressure. Hohhot Baita Airport 1958 is open to traffic. By 1968, the airport passenger throughput exceeded 1 10,000 person-times, 1989 reached 1 10,000 person-times, exceeded one million in 2005, exceeded five million in 20 12, and exceeded 2065438+.

From the original two-hour peak to today's five-hour peak, people's physiology and psychology are under great pressure. High-load work makes the service post staff bow their heads or shed tears in the face of passengers' aggression caused by flight delays, and the night shift staff repeatedly refresh their off-duty hours because of flight delays ... Faced with these, we still want to bring the most satisfactory service journey to passengers with the most enthusiastic service attitude. It is the attitude of our civil aviation people to strive for full coverage with more diversified service methods, and we have been striving for such sincere service attitude because of our Do not forget your initiative mind.

20165438+On June 2, 2007, Hohhot Baita Airport Ground Service Branch warmly received two Mongolian passengers' check-in crew members Su Rigu, and actively helped the passengers to change their air tickets. When only the Korean savings card could not pay for the elderly, Su Rigu also helped them pay the change fee of 1200 yuan, and finally the change was successful and the passengers boarded the plane smoothly.

Although the existing resources are limited, we try our best to use these resources to help passengers solve their various problems. Every time we serve, we are doing it with our heart and smiling to make passengers feel warm. This is a silhouette of our sincere service.

The number of passengers faced by the passenger transport department is much higher than that of the freight transport department in terms of time and number, but this does not mean that the freight transport department does not really serve passengers. From the moment we opened the cabin door, we treated our luggage equally. Whether it's important passenger luggage, first-class luggage or ordinary passenger luggage, we all follow the principle of "no pressure on small luggage, no pressure on light luggage, no pressure on paper luggage", carry it in strict accordance with the operation label, carry out civilized loading and unloading to the end, and refuse barbaric loading and unloading. This is the unknown side of sincere service, but it does not mean that sincere service has never existed, but the role we play is behind the scenes.

Second, sincere service, we have been acting.

Not long ago, a news from Sanya Airport caught my attention. It is their "little things" to improve service quality that have won unanimous praise from many passengers. We can't ignore every little thing, as the saying goes, "details determine success or failure." Only by doing every little thing well and truly taking the interests of passengers as the starting point can we make everything in the hearts of passengers and let them truly feel the service concept of an airline, an airport and even an industry.

First of all, at the end of 20 17, Sanya Phoenix Airport International Airport added a team reception area in the international terminal, so that passengers on international flights can see the reception location at a glance when they arrive at the exit, and quickly find the corresponding tour guide, which greatly improved the service satisfaction of international passengers in the case of reducing time. Secondly, it is to open a special security channel for women to better protect the privacy of female passengers and avoid causing some embarrassment. This design really puts passengers in mind and enhances the new experience of passengers. Finally, Sanya Airport launched a "one-card customs clearance" direct boarding service for passengers without checked baggage, which not only reduced the time for passengers to apply for boarding passes, but also reduced the pressure on check-in personnel and made the flight process smoother. At the same time, it saves the production and printing cost of boarding pass and becomes the first choice for low-carbon travel.

It is these seemingly trivial things that can greatly improve the satisfaction of passengers. Every improvement can truly feel these changes in the hearts of passengers. The smile on their faces is the best reward and encouragement for all employees.

As the front-line staff of the cargo department of Hohhot Baita Airport, we are also upgrading the details of our work and striving to provide better services for passengers. Whether it's hot summer or cold winter, we always stay under the plane for a few more minutes after we finish the supervised unloading work, especially to protect the staff in remote locations. The boarding time of many planes is later than the completion time of our operation. If we return to the waiting room after operating our own work, we will drive back to the corresponding seats after receiving the information of adding luggage or unloading luggage, so there will be more delay in time, so we choose to stop for a while after operating to deal with such emergencies. Even if the weather is changeable and the environment is difficult, we have no complaints and just want to bring the most comfortable experience to passengers.

When passengers on a wide-body plane need to unload their luggage, find their belongings and reinstall them, we will also give the most sincere advice. If there is enough time, we will certainly meet the passengers' requirements. However, when the luggage container has been installed, if it is not an urgent item that must be found, the controller will advise passengers not to unload the luggage, because after the luggage comes out of the baggage carousel, they may not have time to install it again, which will lead to passengers not being able to pick up their luggage after arriving at another station. Give the most professional answers to the passengers' requirements, and at the same time consider the problems from the passengers' point of view, solve the passengers' problems to the greatest extent, and enhance the happiness of the journey.

Third, improve passenger satisfaction with sincere service.

The passenger satisfaction evaluation report on China's civil aviation service in the second half of 20 17 jointly launched by China Civil Aviation Science and Technology Research Institute, China Civil Aviation Newspaper, China Aviation Mobile Technology Co., Ltd. and China Civil Airport Association was officially released on China Civil Aviation Network today. The report shows that the overall satisfaction of airlines is 4. 16, and the overall satisfaction of airports is 4.22.

In terms of airport service satisfaction, * * * has set up 8 modules with 22 sub-items. Among them, the three items with the highest passenger satisfaction are: unaccompanied elderly and children (special passenger service), medical emergency service and airport departure baggage service; The three items with the lowest passenger satisfaction are: complaint response handling, smooth complaint channels and delayed passenger arrangement.

In the face of the three lowest levels of national passenger satisfaction, I think the following improvements can be made;

1, in view of the high incidence of complaints, put forward corresponding solutions and form

Rule-based complaint handling system should be implemented on the basis of not violating regulations.

It is possible to meet the reasonable requirements of passengers.

2. Broaden complaint channels and solve passenger complaints quickly.

(1) Set up a fixed counter to solve complaints, with professional communication.

(2) Open mobile APP, official WeChat account, telephone, email complaints and other channels. And there is a special person to explain the complaints to the passengers reasonably and propose solutions, so as to guide the solution, instead of passively letting the passengers handle the complaints.

(3) Hold regular meetings to sum up the complaint experience and refine every link in the process of solving complaints.

3. For delayed flights, make emergency plans in advance, and give different plans for short-term delays and long-term delays to minimize pertinence.

Finally, no matter what the situation, we will give every passenger the most satisfactory service with the most enthusiastic service attitude. I believe every passenger can see the efforts of our civil aviation people and give us more tolerance and understanding. Our initial intention is consistent, that is, to serve every passenger with our sincerity and true feelings.