从西北启航到全国绽放：揭秘首乘服务背后的民航大学力量

Core Insights - A student team from Civil Aviation University of China has developed an innovative "first-time passenger service" based on four years of field research across 24 cities in Northwest China, which has been adopted by the Civil Aviation Administration of China (CAAC) as an industry standard [1][2] - The initiative aims to enhance the travel experience for first-time flyers and has been implemented in 263 civil airports nationwide, covering over 85% of general aviation cities [3] Group 1: Research and Development - The team identified 12 core pain points for first-time passengers during check-in, security checks, and transfer guidance [2] - They proposed 15 solutions, including "full-process visual guidance" and "dedicated counters for first-time passengers," which were formalized into a guideline adopted by CAAC in 2023 [2] Group 2: Implementation and Impact - Following the standardization of services, inquiries from first-time passengers decreased by 37%, missed flight rates dropped by 29%, and satisfaction reached 92% [3] - The initiative is seen as a key strategy to tap into the potential of approximately 1 billion citizens who have never flown, aiming to lower travel barriers and enhance service quality [3] Group 3: Future Plans - The team plans to focus on digital empowerment and explore innovative solutions like an "intelligent guidance system for first-time passengers," with a goal to expand services to non-provincial capital cities and county airports by 2030 [5] - The initiative exemplifies a successful integration of research, application, and policy transformation, contributing to the high-quality development of the civil aviation industry [3][5]