“和美同行”护航舒心旅途 ——丽江区域机场管理分公司多维度服务升级侧记

Core Viewpoint - The Lijiang Airport Management Company has successfully enhanced its service quality through a comprehensive approach that integrates party building, process optimization, and cultural elements, resulting in improved passenger experiences and operational efficiency [1][4][11]. Group 1: Service Improvement Initiatives - The company completed a full-process guarantee for a late-arriving team of 34 passengers and 28 pieces of luggage in just 15 minutes, showcasing its commitment to efficient service [1]. - Over the past four years, the company has focused on creating a "harmonious travel experience" by implementing a four-dimensional service upgrade strategy, including collaborative support, process optimization, cultural empowerment, and smart upgrades [4]. - The company has established a high-efficiency support system by leveraging regional integration reforms, deploying over 30 personnel from other airports to assist during peak travel periods [4]. Group 2: Process Optimization - The company has optimized the entire service process, including a redesign of the transfer process in the terminal, ensuring coverage for all non-checked luggage passengers [4]. - It has implemented proactive service measures, such as synchronizing flight dynamics 12 hours in advance and creating dedicated fast-track security channels [4]. Group 3: Cultural Integration and Smart Upgrades - The airport has integrated local cultural elements into its service environment, creating an immersive travel experience with features like ethnic costume performances and local cultural activities [5]. - A digital transformation initiative has led to the launch of an AI-powered service quality management app, which has served over 3,000 users with a response accuracy rate exceeding 90% [5][6]. Group 4: Customized Services for Group Travelers - The company has developed a four-dimensional guarantee model for group travelers, providing tailored services that integrate local cultural features for educational and international groups [7][8]. - For a recent educational group of 601 students, the company established a communication mechanism with the airline and created a specialized support plan, completing all boarding procedures in just 40 minutes [7]. Group 5: Special Needs Services - The company has created a comprehensive service system for special passenger groups, including the elderly, disabled individuals, and unaccompanied minors, ensuring a seamless travel experience [11]. - Since the beginning of the year, the company has assisted over 5,356 special passengers, significantly reducing complaint rates and receiving numerous commendations [11]. Group 6: Future Directions - The company aims to continuously refine service details, optimize guarantee processes, and enhance the human touch in its services, striving to set a new benchmark for civil aviation service quality [11].