Who are the customers at the airport?

The voice of the terminal attendant in the industry "Since the passengers began to plan to fly, they have become our clients." Manager Zhu Wenxin of Capital Airport 1 Terminal Management Department said that Capital Airport, as one of the largest international airports with the busiest production and transportation in China, should satisfy customers in every detail.

Facing shortcomings and striving for improvement.

Zhu Wenxin told reporters bluntly that it is an indisputable fact that passengers traveling by plane are still dissatisfied with their service. But as the airport and everyone who works in the airport, we have been trying to create a comfortable flight environment for passengers and make everyone have a happy flight mood. According to Zhu Wenxin, in the past five years, the passenger throughput of the Capital Airport has achieved three leaps. 1996, there were nearly17 million passengers at the port of Beijing Capital International Airport. In 2000, the number of inbound and outbound passengers reached 20 million, and it is expected to exceed 34 million this year. It can be said that the receiving capacity of terminal 1 and terminal 2 is close to saturation. Objectively speaking, the multiplied number of passengers has become the main factor restricting their good service. Zhu Wenxin also said that in order to do a good job, the staff of the airport service department sometimes wear casual clothes and complete a flight process like ordinary passengers. During the flight, they personally feel the inconvenience and dissatisfaction of passengers and combine the suggestions put forward by passengers for rectification.

I hope passengers can understand when they encounter difficulties.

When it comes to the problem that stranded passengers can't be properly placed after the plane is delayed, this is the strongest complaint of passengers. Zhu Wenxin said that from a legal point of view, the responsibility for the plane's failure to take off on time is not in the airport, but in the airline. Every airline has a clear stipulation on which airline ticket passengers should buy, and should provide delayed resettlement work. The airport only provides a venue for airlines and a platform for their passengers to wait before boarding. Manager Zhu said that the airport's security inspection, border inspection, quarantine and customs are all equal cooperation units of the airport. At present, there are 16 such cooperative units engaged in different jobs at the airport. As a peer unit, the airport has no right to force the other party, so many times when passengers encounter problems, they often have dissatisfaction because they can't solve them in time. I hope passengers can also understand the objective reasons of the airport. With the approach of the 2008 Summer Olympic Games, this will promote the faster development of the Capital Airport and put forward new demands. It is understood that Terminal 3 will be put into use at the end of 2007, and the expanded airport will have four parallel runways and two terminal areas in the east and west, which can meet the needs of 72 million passengers, 500,000-600,000 flights and 2-3 million tons of cargo transportation every year. As an important supporting project for the 2008 Beijing Olympic Games, the three production indexes of the Capital Airport will reach the world's top 10 airport, making positive contributions to the economic prosperity of Beijing and even China. Xinbao reporter Yu

interconnection

Civil aviation is classified according to passenger throughput as follows: extremely busy airports: busy airports with passenger throughput greater than or equal to 20 million; A relatively busy airport with a passenger throughput of 5 million to 20 million; Non-busy airports with passenger throughput of 6.5438+0 million to 5 million; Very non-busy airport, with passenger throughput of 6.5438+0 million; A very busy airport with a passenger throughput of 654.38+0 million or less. The duty manager of the management department of Terminal 38+0, after working in the airport monitoring and command center for more than one year, came to the front line of airport security operation service.

Face to face in the workplace Guo Dehua: I'm so picky that passengers can't pick holes. Guo Dehua visits the airport 1 terminal every day, and also supervises the work quality of airport service personnel, and coordinates the problems arising from the timely maintenance of various departments of the airport. His duty is not to allow any malfunction and disharmony in the terminal building. Although it is very hard to implement the three-shift 24-hour working system in this position, Guo Dehua still devoted himself to his post conscientiously. Reporter (hereinafter referred to as reporter): What is the nature of your work at the airport? Guo Dehua (hereinafter referred to as Guo): My job is the management part of 1 terminal building, responsible for the safe operation and service guarantee of the terminal building, and exercising the functions of inspection and supervision. There are two airlines, China Southern Airlines and Xiamen Airlines, in the Capital Airport 1 Terminal. We provide services for these two carriers to ensure that passengers in Terminal/KLOC-0 can successfully pass through every process of security check, waiting and boarding. Reporter: What part of the airport are you mainly responsible for? Can you be specific? Guo: Every time you change shifts, you should first check the records and information in the logs, daily newspapers and the airport intranet, and solve the remaining problems first. As the duty manager, I have to visit the terminal. The most important thing is to check whether there are any security risks, and the second is to ensure normal operation. Reporter: What do you think can be done to ensure that passengers get good service? Guo: Our duty is to inspect and urge the carriers and merchants who provide services to passengers, and provide services to passengers in strict accordance with the prescribed service standards. At the same time, when they encounter problems, we should also coordinate for them and contact relevant departments for maintenance and protection. We supervise them and serve them at the same time, with the ultimate goal of ensuring that passengers get good service. Reporter: So what do you think of your job? Guo: We are the hub of the airport terminal, much like a property manager. In short, it is a critical position. I hope I can't find any problems, but I will try my best to find them. This sentence sounds contradictory, but only in this way can passengers fly to various places with satisfaction. Only in this way can our Capital Airport become a world-class airport. Now, if there is any problem with any department or service facilities at the airport, I must solve it on the spot. If there is a problem that can be solved on the spot, we will definitely urge the department that solves the problem to solve it in the shortest time. If they are negligent, we can communicate with other departments through various channels, and they must explain the situation to us. This procedure is very strict. Xinbao reporter Zhai Xuan, Huang Yuwen, Huang Yu photo workplace Keywords: basic code of conduct for airport employees. Passenger service regulations (1) Employees should conscientiously implement the "first inquiry responsibility system". When you meet passengers' inquiries, you should answer them patiently and carefully and help them as much as possible. If it is impossible to provide specific help, it should help or guide passengers to places where they can get help. When you are busy with your work, you should signal the passengers, not stiffly or coldly. (2) Service passengers should be warm and thoughtful, sincere, and maintain proper service etiquette. When you meet passengers, you should take the initiative to give way. When walking with passengers, you should politely let passengers go first. (3) Employees shall respect the customs and religious beliefs of passengers, and shall not evaluate skin color, race, clothing, etc. Passengers, not to mention laughing at them; (4) During work, employees are not allowed to occupy public service facilities such as passenger seats, squat or lie down on windowsills, steps or the ground, or lean on or climb railings, walls, workstations or instruments and equipment;

decorate

Employees' Gfd should be neat, properly matched and generous. Hairstyle (1) Employee's hair Qin Ying is good at combing, keeping it neat, not combing exaggerated hairstyles, and not dyeing weird colored hair; (2) The length of male employees' hair should not cover their ears, touch their collars, and have big sideburns and beards; (3) The hair of female employees should not cover their faces, and the bangs in front should not be too low, based on not covering their eyes; If female employees in service posts have shoulder-length hair, they must tie it up. Decoration (1) employees should wear ornaments decently, and should not wear ornaments with strange shapes, and should not tattoo, draw or paste imitation paper on bare parts of their bodies; (2) Female employees in service posts should wear light makeup, and they are not allowed to keep long nails or apply colored nail polish (unless there are special regulations on the post).