China News Network, Sanya, March 10th (Huang Zhiping, Chen Qiuwu) The International Airport Association (Airport Council International (ACI)) released the winners of the 2019 Global ASQ Passenger Satisfaction Annual Awards on the afternoon of March 9, Beijing time. Sanya Phoenix, a subsidiary of HNA Group International Airport (hereinafter referred to as "Sanya Airport") won the "Best Airport", "Best Customer Service Airport", "Best Service Environment and Atmosphere Airport", "Best Foundation" for the 15-25 million passenger throughput class airports in 2019 Facilities and Facilities Airport ".
Sanya Airport. Photo courtesy of Chen Lu
According to reports, Sanya Airport is problem-oriented, actively responds to passengers' questions and demands, overcomes its “short board”, and improves service quality through innovative service products.
In terms of self-service service guidance, Sanya Airport introduced new self-service check-in equipment, improved existing self-service check-in functions, increased the types of self-service check-in equipment, issued code sharing permissions, and re-planned self-service check-in areas. According to statistics, the proportion of self-check-in passengers at Sanya Airport has increased from less than 30% to 73.17%.
In terms of catering service management, in order to achieve "same quality and same price in the same city", Sanya Airport coordinated the catering shops in the terminal area to launch a "parity package", and used instant noodles, mineral water and common beverages at retail stores as "same quality and same price in the same city". commodity". Under the strict retail price control measures of Sanya Airport, 68 kinds of goods have been implemented in the "same city and same price" and accept social supervision.
Sanya Airport is committed to building China's tropical coastal humanistic airport in the direction of improving passenger comfort and convenience, and focusing on the design of the terminal space. In 2019, Sanya Airport completed the construction and renovation of the tropical garden passenger rest area, the eye of the ocean, the cultural corridor and the first-class lounges of V1, V2, and V3 in the French garden to enhance the passenger waiting experience.
In 2019, Sanya Airport launched a total of 16 theme activities of true love service culture. During the major festivals such as the Spring Festival, Labor Day, Children's Day, and the 70th anniversary of the National Day, it brings a variety of activities that fit the theme of the holiday. By communicating and interacting with the visitors on-site, they can shorten the distance with the passengers and warm them road.
Overlooking Sanya Airport. Photo courtesy of Chen Lu
The International Airports Association (ACI) is the World Airports Industry Association. Founded in 1991, its mission is to promote cooperation between its member airports and other world aviation partners. As of January 2020, ACI serves 668 members worldwide, covering 1979 airports operating in 176 countries.
The ACI Global Airport Service Quality Survey (ASQ) program includes a full suite of customer experience solutions, including the ACI Customer Experience Employee Survey, ASQ Arrivals Survey, and the new ASQ Business Survey. ASQ annually provides 640,000 personal satisfaction surveys in 47 languages in 91 countries. (Finish)