Core Viewpoint - The incident involving singer Zheng Zhihua at Shenzhen Airport highlights the inadequate services for disabled passengers, prompting a swift apology and commitment to improve from the airport authorities [1][5]. Group 1: Incident Overview - Zheng Zhihua expressed outrage over the airport's treatment of disabled individuals, specifically regarding the accessibility of boarding equipment [1]. - The airport's official response included an apology and a promise to review and enhance services for special passengers [1][5]. - The incident reflects a broader issue of how disabled travelers may not receive timely or adequate support compared to high-profile individuals [1][2]. Group 2: Service Quality and Standards - High-quality service requires not only established processes but also the genuine commitment of service personnel to address individual passenger needs [3][4]. - The Civil Aviation Administration of China has issued guidelines for creating accessible environments in airports, emphasizing the need for necessary services for disabled travelers [3]. - Shenzhen Airport has previously demonstrated its capability to manage large events, indicating that the issue lies in day-to-day service for special passengers rather than a lack of effort [4][5]. Group 3: Proposed Improvements - The airport has committed to providing better support for wheelchair users, including increasing the number of assistance personnel and testing new boarding devices [5]. - Continuous improvement in service quality requires a cultural shift within the organization, focusing more on service quality rather than just efficiency [6]. - The hope is that this incident will lead to lasting improvements in services for disabled individuals, enhancing their travel experience and overall quality of life [6].

每经编辑｜陈柯名 向江林 10月25日下午，知名歌手郑智化在微博发文称，深圳机场对残疾人的态度"没人性"，升降车离机门地板25厘米，他的轮椅推不进飞机，腿也跨不进机舱 门。郑智化还称，操纵升降车的司机完全不愿把升降板提高，冷眼看着他"连滚带爬"进飞机。 对此，深圳机场官方微博在郑智化微博下评论区表达了歉意，表示已第一时间会同航空公司启动核查，并将以此为契机，全面审视并优化对特殊旅客的服 务保障细节。紧接着，深圳机场又在25日晚间发布了正式的情况说明，并推出了相应的整改举措。 高质量的服务固然需要严格的流程和规范，但根本上取决于每个服务人员设身处地为顾客解决具体问题的真心和诚意。2025年5月，民航局发布《运输机 场旅客航站区无障碍环境规划建设指南》，有关无障碍化的技术细节非常完备。比如，其中提出机场要"提供必要的无障碍服务"，要"提供升降车协助轮 椅使用者在远机位登机"，等等。 深圳机场有关特殊旅客的服务设施和项目也十分完善，但这些操作规范和服务项目，都只能通过具体的服务人员来完成，当标准流程和规范无法解决具体 问题时，服务人员就应当及时补位。正是那些不在标准流程范围之内，但旅客的困难又能得到及时响应的一瞬间 ...

Core Insights - Beijing Daxing International Airport has been recognized as an "Excellent Service Quality Airport" for the fourth consecutive year, reflecting high industry and public recognition of its service quality [1][3] Summary by Categories Service Quality Evaluation - The 2024 evaluation for airports with over 10 million passengers includes five dimensions: passenger satisfaction, airline satisfaction, flight punctuality, complaint management, and professional review [3] - Daxing Airport achieved a perfect score in ACI passenger satisfaction for five consecutive years and ranked first in CAPSE satisfaction [3] Operational Efficiency - In 2024, Daxing Airport recorded a flight departure punctuality rate of 88.31% and a release punctuality rate of 92%, ranking first and second among 23 major coordinated airports in the country [4] - The airport operates over 220 flight routes, connecting more than 200 domestic and international destinations, enhancing travel options for passengers [4] Service Innovations - Daxing Airport has upgraded its international paperless service and enhanced security check efficiency, contributing to improved passenger flow [4] - The airport introduced a Wi-Fi login passport authentication method and established seven functional zones to cater to diverse needs of international travelers [5] Cultural and Commercial Integration - Daxing Airport promotes a blend of urban lifestyle services and aviation experiences, offering a variety of dining options and commercial services [8] - The airport features exhibitions and cultural performances, enhancing the travel experience and promoting Chinese culture [8] Accessibility and Special Services - Daxing Airport has received a three-star certification for its barrier-free environment and offers personalized services for elderly and disabled travelers [12] - The airport provides amenities such as sleep pods and 24-hour dining options to accommodate overnight and transit passengers [12]