大兴机场零售商圈始终秉持首都机场商贸公司"礼善雅煦，行仁悦人"的服务文化理念，将人文关怀融入 服务细节。在硬件设施设计方面，各店面的购物通道宽度均可保障残障人士轮椅顺畅通行，充分考虑儿 童旅客的安全风险防范，在柜台边缘恰当位置均加装了防撞角，部分店面还划分了儿童等候区。针对老 年旅客的消费需求与习惯，商圈优化了现金支付通道，不仅为其提供老花镜等导购服务，还安排专人协 助老年旅客完成智能手机支付操作，切实解决了老年群体"看不清价签""不会用电子支付"等购物难题， 以贴心举措向特殊旅客传递大兴机场的服务温度。在商业供给端，首都机场商贸大兴分公司不断丰富品 类结构与品牌矩阵，将国际大牌、国货精品与潮流文创等合理布局、有机融合，充分满足旅客多层次、 多元化的消费需求。 构筑服务生态 共谱商业服务新篇章 中国民航网 通讯员王建茹、刘舰 报道：2025年以来，首都机场商贸公司深耕北京两场零售商业领域， 助力大兴机场商圈服务口碑稳居行业领先梯队。国际机场协会（ACT）有关旅客商业满意度指标近满 分，96158等各类官方渠道接收相关旅客表扬突破1000次……这些亮眼成绩无不诠释了首都机场多年来 潜心打造"航诚商业"品牌的专注 ...

Core Insights - The company has focused on enhancing passenger experience and service efficiency at Beijing Daxing Airport, achieving improvements in both service quality and operational performance through innovative marketing strategies [1] Group 1: Seamless Integration of Travel and Commerce - The company has established a new collaborative model by linking airline resources, including a deep cooperation with Air China to attract inbound passengers through targeted promotions and consumption vouchers [2] - A special discount program called "One Boarding Pass" was launched in collaboration with China Eastern Airlines, offering discounts of 8-9.5% for travelers holding specific boarding passes, effectively connecting travel scenarios with commercial consumption [2] Group 2: Emergency Services and Marketing Initiatives - In response to frequent flight delays during the summer rainy season, the company introduced a comprehensive marketing service called "Gifts for Delays," offering discounts and unique services to enhance passenger experience during delays [4] - A partnership with Air China was formed to implement a consumption incentive plan, distributing vouchers to 15,000 passengers and ensuring a rapid response mechanism to improve service delivery during delays [4] Group 3: Retail Marketing Network and Activities - The company has created a diverse marketing network that integrates various resources to provide a rich shopping experience, featuring themed marketing campaigns and interactive activities to engage passengers [7] - Collaborations with international duty-free stores have led to themed marketing initiatives, resulting in a 19% month-on-month increase in duty-free sales [7] Group 4: Future Outlook - The company aims to continue focusing on passenger needs, enhancing the retail service ecosystem at Daxing Airport, and fostering deeper collaboration with airlines, brand merchants, and other stakeholders to create customized consumer rights [7]

Core Viewpoint - The Capital Airport Commercial Company is launching a special action to enhance service quality and passenger satisfaction at Daxing Airport's retail sector by systematically analyzing service shortcomings and conducting targeted service scenario simulations [1][4]. Group 1: Service Quality Improvement Initiatives - The company has initiated a special seminar to focus on three core dimensions: service attitude, shopping experience, and product return/exchange policies [4]. - A detailed analysis of three typical cases revealed key issues such as insufficient employee professional skills, inappropriate communication techniques, and lax process management [4]. - The company has optimized a comprehensive service improvement mechanism that includes preventive measures, efficient on-site responses, and post-service optimization to build a robust service quality framework [4]. Group 2: Training and Performance Assessment - A "Service Scenario Simulation Month" has been launched to test the effectiveness of service improvement measures, focusing on high-frequency scenarios like on-site service response and after-sales demand handling [4]. - The training emphasizes the use of emotional reassurance techniques, precise professional knowledge responses, and cross-departmental collaboration, incorporating a closed-loop management approach of "simulation—evaluation—improvement" [4]. - The results of the simulation training will be included in employee performance assessments to encourage skill enhancement and ensure high-quality commercial services at Daxing Airport [4]. Group 3: Future Goals - The company aims to continuously optimize service processes and standards, striving to create a first-class service quality in the Daxing Airport commercial area, ensuring a warm and pleasant shopping experience for all travelers [5].