Core Insights - The "Old Friend Companion" service project at Xining Airport has won the "Innovation Nomination Award" and "Excellent Case of Public Air Transport Passenger Service Quality Management System" at the CAPSE 8th Civil Aviation Innovation Competition, highlighting its recognition in the field of elderly care services in civil aviation [1][4] Summary by Sections Service Design and Implementation - The "Old Friend Companion" project focuses on high-quality service with meticulous attention to detail, identifying core difficulties in five key stages: ticket purchasing, check-in, security check, waiting, and boarding [3] - A specialized team was formed to analyze the needs of elderly travelers, ensuring a proactive service model that anticipates needs rather than reacting to problems [2] Service Features and Innovations - The project includes dedicated services such as a special consultation hotline for ticket purchasing, exclusive check-in counters equipped with assistive tools, and dedicated security lanes to enhance the travel experience for elderly passengers [3] - The service aims for zero delays in boarding and has implemented measures to reduce the boarding delay rate by 25% for elderly travelers [3] Performance Metrics - Satisfaction among unaccompanied elderly passengers has increased by 87% year-on-year, with over 90% of feedback highlighting professionalism, attention to detail, and timely responses [4] - The service coverage for elderly travelers has risen to 70%, with 85% of them actively opting for the "Old Friend Companion" service [4] Future Developments - The project has created a standardized operational manual for elderly passenger services, which will serve as a quality benchmark for the industry [5] - Future plans include expanding the service to include disabled travelers and families with infants, as well as integrating smart service devices to enhance efficiency while maintaining personal service [5]