Core Viewpoint - Xiamen Airlines' "SkyEcho Love Guest Program" aims to enhance service quality by engaging passengers directly in the feedback process, transitioning from a one-way service model to a co-creation approach with travelers [1][7]. Group 1: Event Overview - The second offline event of the "SkyEcho Love Guest Program" was held on January 16, focusing on the concept of "everyone caring for travelers" [1]. - The event featured passenger representatives, referred to as "Xiamen Airlines Experience Officers," who participated in immersive experiences of the airline's service products [1]. - The chairman of Xiamen Airlines, Zhao Dong, emphasized the importance of listening to passenger feedback to improve service quality and safety [1]. Group 2: Participant Engagement - The selected Experience Officers had extensive experience flying in Xiamen Airlines' economy class and represented diverse demographics, including seniors, business travelers, and tourism enthusiasts [2]. - Participants engaged in various service evaluations, including testing cabin seat comfort and tasting in-flight meals, providing specific feedback on aspects such as taste and meal pairing [2]. Group 3: Feedback Implementation - During the subsequent discussion, Experience Officers shared their travel experiences and offered multiple specific suggestions for service improvements [4]. - Zhao Dong expressed gratitude for the feedback and instructed relevant departments to document and study the suggestions for practical implementation [4]. Group 4: Program Development - The "SkyEcho Love Guest Program" was launched in September of the previous year, aiming to create a two-way communication platform between the airline and passengers [7]. - The first phase of the program collected 22 passenger suggestions, resulting in 29 implemented improvement measures that enhanced the travel experience [7]. - Xiamen Airlines plans to expand recruitment channels for Experience Officers and extend the program's reach online, ensuring broader collection of passenger feedback for service upgrades [7].