Zhong Guo Min Hang Wang·2025-11-20 08:35Core Viewpoint - Eastern Airlines launched a themed activity "Warmth Accompanies You Fly, Making First-Time Passengers the First Choice" on flight MU5013 from Xi'an to Milan, focusing on the needs of first-time international travelers, enhancing their flying experience through comprehensive service and emotional support [1][2][3] Group 1: Service Innovation - The airline established a "ground pre-guidance + in-flight full follow-up" service system to address common issues faced by first-time travelers, such as unfamiliar boarding processes and cabin equipment [1] - Flight attendants set up a "first-time service post" at the boarding gate to provide one-on-one guidance for passengers wearing "first-time" stickers, assisting with luggage placement and seat confirmation [1] - The service included practical explanations of safety features and cabin equipment, helping to alleviate travel anxiety [1] Group 2: Emotional and Cultural Engagement - The in-flight experience featured personalized touches, such as custom drinks and postcards, transforming standardized service into emotional expressions [2] - A "Dongdong Photography Studio" was created in the cabin to capture memorable moments for first-time travelers, enhancing the overall experience [2] - Flight attendants provided bilingual introductions to Xi'an's culture, enriching the travel experience and promoting cultural exchange [2] Group 3: Customer Feedback and Brand Loyalty - The immersive service received high praise from travelers, with one passenger expressing intent to recommend Eastern Airlines to family and friends [3] - A New Zealand traveler showed interest in visiting Xi'an after learning about its culture during the flight, indicating the effectiveness of cultural engagement [3] - The integration of standardized service with personalized care strengthened emotional connections between travelers and the brand, enhancing brand loyalty [3]