兰州机场深入开展首乘服务工作

Core Viewpoint - Lanzhou Airport is enhancing its first-time passenger services as a key initiative following the transition to the new terminal, aiming for a comprehensive, standardized, and intelligent service system upgrade [1] Group 1: Service Mechanism and Standards - The airport has established a comprehensive service quality standard and operational procedures for first-time passengers, covering all core scenarios from identification to transportation [2] - A detailed service specification has been developed, outlining 38 operational standards across 12 scenarios, ensuring consistent service quality through regular inspections [2] Group 2: Service Enhancement and Collaboration - The airport has improved collaboration with airlines and travel agencies to enhance information sharing and streamline the first-time passenger experience, achieving a 92% identification accuracy for first-time travelers [3] - Specialized counters and dedicated security lanes have been set up to facilitate smoother service, reducing check-in time to an average of 8 minutes and security wait times to under 10 minutes [3] Group 3: Integrated Transportation Services - The airport has strengthened coordination with ground transportation services, providing seamless connections between air and rail travel, with over 10,400 passengers transported since the service upgrade began [4] - A "three-forward" service approach has been implemented to proactively guide first-time passengers through critical travel processes [4] Group 4: Innovative Service Products - The airport has launched various service products tailored to different passenger needs, including special services for returning travelers and rural passengers, benefiting thousands of individuals [5] - A pilot program for an integrated air transport network has been initiated, enhancing the travel experience for connecting passengers with streamlined services [5] Group 5: Seasonal Promotions and Community Engagement - The airport is leveraging peak travel seasons to offer promotional packages that include accommodations and transportation, supporting local tourism initiatives [6] - Since the launch of the "Warmth for First-Time Passengers" initiative in 2019, the airport has served over 56,800 first-time travelers, receiving significant positive feedback and recognition [7]