Huan Qiu Wang·2025-06-07 05:11Group 1 - China Eastern Airlines won multiple awards at the 2025 CAPSE Annual Summit, including "Most Valuable Domestic Chinese Airline Brand" and "Excellence in Customer Service and Ticketing" [2] - The airline's brand building is a core strategy, focusing on enhancing brand competitiveness through various initiatives, including revising brand management guidelines and launching a new visual identity [2] - China Eastern Airlines has been recognized in the top 30 for brand building capabilities by the State-owned Assets Supervision and Administration Commission and ranked among the top 50 most valuable Chinese brands by BrandZ [2] Group 2 - The "Excellence in Customer Service and Ticketing" award highlights the airline's achievements in customer service and ticketing innovation, with significant advancements in digital transformation over the past year [4] - The airline has implemented a 20-second response time for customer service calls and enhanced its intelligent customer service project, benefiting nearly 4,000 travelers through video customer service [4] - China Eastern Airlines has introduced a cross-airline no-loss ticket refund mechanism, improving the convenience of ticket changes for passengers [4] Group 3 - The "Excellence in Flight Irregularity Service" award recognizes the airline's effective response to flight delays and irregularities, adhering to a service philosophy that emphasizes responsibility and proactive communication [5] - The airline has launched a flight rescheduling service at Shanghai Hongqiao Airport, allowing passengers to change flights upon arrival, and introduced an electronic voucher compensation mechanism for delayed flights [5] - China Eastern Airlines has systematically improved its emergency response plans and operational coordination to minimize the impact of extreme weather on passenger travel [5] Group 4 - The summit focused on "Reshaping Service Product Second Curve, Enhancing Service Brand Monetization Capability," attracting nearly 200 top managers and experts from the civil aviation industry [7] - The airline plans to continue deepening its service philosophy and explore new paths for "Aviation+" integration, leveraging digitalization to enhance customer service experiences [7]