交出无声旅途的民航答卷 扬泰机场助19名听障旅客顺畅出行

Core Viewpoint - Yangzhou Taizhou International Airport successfully assisted a group of 19 hearing-impaired passengers in their journey to Changchun, Jilin, showcasing its commitment to inclusive services and effective communication strategies [1][3][6]. Group 1: Service Preparation - The airport's Douyin live streaming team promptly responded to a request for assistance from hearing-impaired travelers, initiating a comprehensive support plan that included communication with relevant departments and the airline [3]. - A specialized meeting was held to address all aspects of the travel experience, including ground transportation, check-in, security checks, and boarding, ensuring a smooth process for the passengers [3][6]. - The airport collaborated with the local disabled persons' federation to provide a sign language teacher for on-site guidance, enhancing communication with the travelers [3][6]. Group 2: Check-in and Security Process - On the day of travel, a dedicated check-in counter was established, utilizing prepared sign language visual aids to facilitate communication with the passengers [3][6]. - A visual guide titled "Six Steps to Easy Security Check" was distributed to help hearing-impaired travelers understand the security process, addressing their concerns effectively [3][6]. Group 3: Incident Management - An unexpected situation arose when a passenger's name on the boarding pass did not match her ID, leading to a tense moment that required immediate resolution [5]. - Staff employed a "multi-pronged attack" approach to resolve the issue, including real-time communication with the airline and assisting the passenger in submitting a name change request [5]. Group 4: Overall Support and Future Plans - The airport implemented a "three priorities and one accompaniment" service model, which included priority check-in, security, and boarding, along with continuous support from sign language volunteers [6]. - The successful assistance of hearing-impaired travelers has reinforced the airport's reputation for compassionate service, evolving from standardized to more personalized support over the years [6]. - The airport plans to enhance communication with hearing-impaired individuals to better understand their needs and improve service offerings, aiming to create a more inclusive travel environment [6].