Reporters : Gong Xianyun and Zhang Yu / Publisher : Hebei Daily
On 1 March 2021, the Association of International Airports (ACI) announced the 2020 list of global ASQ airport service quality awards. Shijiazhuang Zhengding International Airport was awarded the "Best Airport in the Asia-Pacific Region" with a magnitude of 5 million to 15 million.
Among the 33 indicators evaluated by ASQ, Shijiazhuang Airport ranks among the top in the world, such as "Easy to transfer flights", "Complete security check", "Internet/WiFi", and "Airport staff are polite and helpful".
Behind the outstanding performance is the excellence of innovative services. In recent years, Shijiazhuang Airport has relied on the management and technical advantages of the Capital Airport Group to optimize the network layout, improve the collection and distribution system, and strive to cultivate regional aviation hubs to provide passengers with more convenient and efficient aviation services.
Zero-distance transfers make it easier for passengers to travel
After getting off the high-speed rail, there is a free shuttle bus waiting, free accommodation for overnight transfers, free city shuttle, free luggage storage... Beijing traveler Ms. Zhang takes a different airline flight to transfer from Shijiazhuang Airport, not only does not need to claim luggage, but also enjoy a variety of Quality service.
In the 2020 ASQ assessment, Shijiazhuang Airport’s "Easy and Easy Transfer" score rose from 16th in the global airport rankings in 2019 to 7th, and ranked third in China.
"Beijing-Tianjin-Hebei airports are working together to build a world-class airport cluster. This is an important opportunity and challenge for Shijiazhuang Airport's development." The relevant person in charge of Hebei Airport Group said that aiming at the positioning of a regional aviation hub, Shijiazhuang Airport is digging into surrounding markets and innovating air-rail intermodal transport products, improve air-rail intermodal transport services, build a “seamless connection, zero-distance transfer” collection and distribution system, and accelerate integration into the Beijing-Tianjin-Hebei airport group.
The scope of air-rail combined transport products and services continues to expand, covering Beijing, Tianjin, Xingtai, Zhengzhou, Jinan, Taiyuan, Handan and other regions. The service content is more abundant, including free pick-up and drop-off, preferential intermodal fares, preferential shopping, personal guidance, dedicated rest areas, measures such as "one-stop" ticket purchase.
Over the years, Shijiazhuang Airport's air-rail intermodal transport products have been favored by more and more passengers. The number of air-rail intermodal passengers has increased by 46.67% annually, accounting for more than 10% of Shijiazhuang Airport's passenger flow, and the proportion has continued to maintain an internationally leading level.
Smart construction, more efficient airport operations
Swipe your ID card, and then swipe your face to the screen to pass the security gate; carry-on luggage is put into the luggage basket, and the system will automatically lock according to the face recognition system to prevent mistaking... Shijiazhuang Airport self-service verification, one-pass customs clearance The intelligent security check channel allows passengers to feel the convenience of a smart airport.
By advancing the construction of a smart operation service system, Shijiazhuang Airport has successively put into use facilities and equipment such as smart security channels, WiFi6 networks in the terminal building, self-service check-in, etc., and initially formed a collaborative decision-making system (A-CDM) and smart production operation system as the core The intelligent operation service system has realized the "paperless" flight of passengers.
The "Flying from Home" passenger service platform launched in November last year is an important measure for Shijiazhuang Airport to promote the construction of a smart airport and improve service quality.
The "Flying from Home" passenger service platform consists of four systems: Shijiazhuang Airport's official WeChat public account and official website, as well as the airport's intelligent terminal large screen and intelligent welcome robot. Passengers can use this platform to obtain real-time airport service information, realize peer-to-peer information push, and enjoy full-process online services including online check-in, bus booking, parking payment, and transfer service reservation.
In the 2020 ASQ assessment, Shijiazhuang Airport’s “Internet/WiFi” has risen from the 25th to the 6th in the global airport rankings in 2019, and the “security check” has been raised from 15th to the 8th, and “feel safe and secure” From the 19th place to the 10th place.
Humanized service, more warm passenger experience
"I used to be afraid of luggage being violently loaded and unloaded. Now that we have added luggage loading and unloading monitoring, I don't have to worry about it anymore." Not long ago, the netizen "Chic Jack" posted a post on the Internet, praising Shijiazhuang Airport's luggage visualization service.
The upgrade and transformation of the caring service area and children's activity area, the sufficient supply of mobile phone charging piles and luggage trolleys, the more eye-catching identification system, and the clearer route flow... To provide passengers with a safe, secure and comfortable travel environment, Shijiazhuang Airport Terminal Building's many innovative service measures have been launched to continuously improve service quality.
In response to the sudden epidemic, the airport upgraded the cleaning standards of the terminal, increased the intensity and frequency of elimination, and also set up a dedicated channel for passengers without health code for those who have difficulty using smartphones to solve their travel problems.
In recent years, Shijiazhuang Airport has been benchmarking with Capital Airport, referring to the advanced experience and practices of the same industry, and advocating an active service culture of "first see responsibility".
The airport has established a "Passenger Service Quality Promotion Committee", and various airlines and resident units have joined this platform to communicate regularly to solve specific problems; the "red vest" attendants active in the terminal building respond to the needs of passengers anytime and anywhere; Special passengers such as unaccompanied elderly, children, etc., provide one-to-one, full-process accompany services.
Active and considerate service has been recognized and supported by travelers and the industry. In the 2020 ASQ assessment, Shijiazhuang Airport’s "polite and helpful airport staff" rose from 18th in 2019 to 10th, and overall passenger satisfaction has increased by 44 compared to 2016.
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