鹮游中国 首乘易行 汉中机场持续打造民航服务新质生产力
China's First Easy Hanzhong Airport Continues to Build New Quality Productivity of Civil Aviation Service
在民航服务领域，首次乘机旅客往往面临流程陌生、操作复杂等难题。为破解这一痛点，汉中机场认真落实民航西北地区管理局首乘服务系列活动要求，依托“汉中出发 鹮游中国”服务品牌，创新推出“首乘易行”服务产品，通过数字化赋能、全流程陪伴和精准化服务，开启了民航服务新质生产力的积极探索，得到了广大旅客的好评。
In the field of civil aviation service, first-time passengers often face difficulties such as unfamiliar process and complicated operation. In order to solve this pain point, Hanzhong Airport earnestly implements the requirements of the first ride service series of Civil Aviation Northwest Administration Bureau, innovates and launches the service product of "First Ride Easy" relying on the service brand of "Hanzhong Departure Ibis Tour China." Through digital enabling, full-process accompanying and precise service, Hanzhong Airport has started the active exploration of new quality productivity of civil aviation service, which has been well received by passengers.
破局行业痛点，构建1+7服务矩阵
Break the industry pain point and build a 1+7 service matrix
汉中机场在西北局的统一部署下，通过不断丰富产品外延和内涵，确定了以“首次在汉中机场出港的旅客”为核心，以“首次在汉中机场进港的旅客、首次发货的客户为基础，涵盖孕妇、单独出行的儿童及青少年、独自带婴幼儿出行的旅客、残障旅客及其他需要特殊关照的旅客、陆空换乘旅客”等服务客群为延伸，形成首乘“1+7”服务矩阵，实现了对特殊旅客群体的精准覆盖。
Under the unified deployment of Northwest Bureau, Hanzhong Airport has determined to focus on "passengers departing from Hanzhong Airport for the first time" through continuous enrichment of product extension and connotation, and to extend service customer groups such as "passengers arriving at Hanzhong Airport for the first time and customers delivering goods for the first time, covering pregnant women, children and teenagers traveling alone, passengers traveling alone with infants, disabled passengers and other passengers requiring special care, and passengers transferring from land to air". The first multiplication of "1+7" service matrix is formed, realizing accurate coverage of special passenger groups.
“三全”服务模式，打造行业服务标杆
"Three-in-one" service mode, creating industry service benchmark
全流程标准化服务。通过制定“主动识别、主动引导、主动服务”三个主动服务工作思路，持续打造“1站4点”的首乘工作场景，形成了“一眼能看到，一问就知道、一站能办理、一路有陪伴”的标准化服务流程。
Full process standardization services. Through the formulation of three active service ideas of "active identification, active guidance and active service", the first ride work scene of "1 station and 4 points" has been continuously created, forming a standardized service process of "seeing at a glance, knowing at one question, handling at one station and accompanying all the way".
全岗位服务规范。在严格落实首问责任制的基础上，以客运服务岗位通岗作业技能提升为抓手，将首乘服务操作规范纳入员工的SOP手册中，通过制定标识到位、话语到位、表情到位、手势到位、引导到位、交接到位、信息到位的“7个到位”服务标准和实施全员首乘服务绩效考核，服务品质得到持续提升。
Full post service specification. On the basis of strict implementation of the responsibility system for first inquiry, the operation skills of passenger transport service posts are improved as the starting point, and the operation specifications of first ride service are incorporated into the SOP manual of employees. Through the formulation of "7-in-place" service standards with identification in place, words in place, expression in place, gestures in place, guidance in place, handover in place and information in place, and the implementation of performance assessment for all first ride services, the service quality has been continuously improved.
全链条服务延伸。针对首次发货、提货的客户，汉中机场从费用优惠、时间缩短、专人接待等环节提升服务体验，针对许多本地农民选择空运发送农副产品多的情况，汉中机场主动协调舱位、确保及时发运，联合顺丰物流形成从“枝头到舌头的特色农副产品一站式服务模式”，让航空助农延伸至田间地头，助力航空物流市场复苏，客户满意率同比提升25%。通过打造空铁地服务联盟，形成多式联运的服务新模式，将首乘的服务的最前一公里延伸到乡村社区，形成了“四优先、三专属、二免费”的立体服务链条。
Full-chain service extension. For customers who deliver goods and pick up goods for the first time, Hanzhong Airport has improved its service experience from cost concessions, time shortening and special reception. In view of the fact that many local farmers choose to send more agricultural and sideline products by air, Hanzhong Airport has actively coordinated the shipping space to ensure timely delivery. It has formed a "one-stop service model for characteristic agricultural and sideline products from branches to tongues" in conjunction with Shunfeng Logistics, so as to extend aviation agricultural assistance to the fields and help the aviation logistics market recover. Customer satisfaction increased by 25% year-on-year. By creating an air-rail-ground service alliance, a new multimodal transport service mode has been formed, extending the first kilometer of the first ride service to rural communities, forming a three-dimensional service chain of "four priorities, three exclusions and two free".
数据驱动革新，铸就服务硬实力
Data-driven innovation, casting service hard power
2021年活动开展以来，截至2025年，汉中机场共先后保障首乘旅客1187人次，并针对首乘保障数据持续进行分析评估，先后优化服务流程8项，完善服务设施7处，规范服务标识3处，每年“315”向社会公众发布首乘服务承诺，在地方主流媒体刊发各类首乘报道5次。未发生一起因自身保障原因造成的旅客投诉。先后收到各类书面表扬34起，电话表扬103通。机场运输服务部客运班组先后荣获中国民航局2023年度“服务助力主业恢复年”主题活动优秀班组和民航西北地区管理局“首乘服务升级行动”先进班组荣誉称号。
Since the launch of the activity in 2021, by 2025, Hanzhong Airport has guaranteed 1187 first-ride passengers successively, continuously analyzed and evaluated the first-ride guarantee data, optimized 8 service processes successively, improved 7 service facilities, standardized 3 service signs, issued first-ride service commitments to the public on "315" every year, and published various first-ride reports in local mainstream media for 5 times. There was no passenger complaint due to its own security reasons. It has received 34 written commendations and 103 telephone commendations. The passenger transport team of Airport Transportation Service Department has successively won the honorary title of Excellent Team of 2023 "Service Assistance Main Business Recovery Year" Theme Activity of Civil Aviation Administration of China and Advanced Team of "First Passenger Service Upgrade Action" of Northwest Administration of Civil Aviation.
未来，汉中机场将加强谋篇布局，通过服务网络拓展、产品创新突破、数字转型赋能、区域协同升级，构建服务新生态，以打造卓越服务品牌为契机，从流程服务到情感服务，让所有过站汉中机场的旅客都留下美好的记忆，为推进地方经济高质量发展作出新的更大贡献。（中国民航网 通讯员李达）（编辑：王亚玲 校对：孙文瑾 审核：韩磊）
In the future, Hanzhong Airport will strengthen the planning layout, build a new service ecology through service network expansion, product innovation breakthrough, digital transformation and empowerment, regional collaborative upgrading, and take the opportunity of creating excellent service brand, from process service to emotional service, so that all passengers passing through Hanzhong Airport will leave beautiful memories and make new and greater contributions to promoting the high-quality development of local economy. (Li Da, correspondent of China Civil Aviation Network)(Editor: Wang Yaling, proofread by Sun Wenjin, reviewed by Han Lei)
