2025年第三季度中国民航服务旅客满意度评价报告出炉啦！

Core Insights - The report on passenger satisfaction in China's civil aviation sector for Q3 2025 indicates a new evaluation model that enhances service quality and passenger experience through "Internet + Civil Aviation Services" [1] Group 1: Survey Methodology - The satisfaction evaluation system utilized questionnaires distributed via 12326, Hanglv Zongheng, and OTA platforms, ensuring comprehensive and objective data collection through dual verification of passenger identity and travel information [5] - The survey period for the Q3 report was from July 1, 2025, to September 30, 2025, using a scoring system out of 10 [5] Group 2: Participation Statistics - A total of 263 domestic airlines and 41 airports were evaluated, with a 100% coverage rate for domestic passenger airlines and a 96% coverage rate for domestic civil airports [6] Group 3: Overall Satisfaction Scores - The overall satisfaction score for airline services in Q3 2025 was 8.75, reflecting a 0.19-point increase from Q2 2025 [11] - Ground services scored 9.01, indicating it as a strong service area, while in-flight services scored 8.54, marking it as a weaker area [12] Group 4: Service Breakdown - Ticketing and customer service received a score of 8.94 [8] - The highest-rated service areas included ticketing services (9.42), check-in services (9.11), and transfer services (9.04) [22] - The lowest-rated services were delay services (7.66), cabin environment facilities (8.36), and in-flight meal services (8.57) [22] Group 5: Airport Service Satisfaction - The airport service satisfaction score for Q3 2025 was 9.02, with a 0.17-point increase from Q2 2025 [36] - Service facilities and commercial offerings scored 9.12, while flight normality and delay services scored 8.74, indicating areas for improvement [36]