银川河东国际机场以高效流程造就国际航班“零时差”服务

Core Viewpoint - The company is enhancing its international check-in services to meet the growing and diverse demands of travelers during the busy season, aiming for a "zero time difference" quality service standard [1][5]. Group 1: Service Improvement Initiatives - The company is restructuring its international check-in service standards to synchronize service response speed with international timeliness standards [1]. - A three-dimensional training system has been established, combining theory, practical exercises, and reviews to prepare staff for unexpected situations during international flight operations [2]. - A standardized response process has been implemented, ensuring that check-in staff can effectively manage emergencies with a response time of 1 minute, resolution in 3 minutes, and closure in 5 minutes [2]. Group 2: Training and Development - Specialized training has been organized for new routes, focusing on visa validity calculations and operational guidelines for international flights [2]. - A comprehensive training program has been introduced, including bilingual communication, service skills, and etiquette, to enhance the service quality of check-in staff [3]. - The company is selecting key personnel to learn from advanced practices at other airports, ensuring continuous improvement in service delivery [2][3]. Group 3: Collaboration and Communication - The international check-in team has established a "policy direct communication group" with border inspection, customs, and relevant airlines to improve coordination and response capabilities during emergencies [3]. - The company is implementing a "first inquiry responsibility system" and a "5-minute response mechanism" to ensure timely resolution of passenger issues, thereby enhancing overall customer satisfaction [3]. Group 4: Long-term Service Strategy - The company plans to establish a long-term empowerment mechanism for international service operations, including regular retraining and case-sharing sessions to maintain high service standards [5].