China.org.cn | October 28, 2020
Thecover.cn:
Just now, Mr. Feng said that the service quality of the civil aviation sector has improved significantly nationwide during the 13th Five-Year Plan period, with various public service measures achieving effective results. Could you please give us more details regarding these results? Thank you.
Feng Zhenglin:
Thank you for your question. In the 13th Five-Year Plan period, China's civil aviation sector has considered the provision of comprehensive sincere service a fundamental requirement to improve service quality, give people a stronger sense of security and gain regarding air travel, and maintain efforts to ensure airport on-time performance and service quality. In particular, we have tried to pursue service quality development by increasing the flight punctuality rate. In the 13th Five-Year Plan period, we were committed to seeking improvement in 12 areas of service, and the relevant work is well underway.
First, we have pledged that flight punctuality would reach 80% in the 13th Five-Year Plan period. As I just said, based on an assessment of the current situation, this goal can be achieved thanks to a series of improvement measures that we have adopted. In particular, we have conducted comprehensive management regarding operational bodies, especially airline companies, airports, and air traffic control sectors, so that an effective flight punctuality system has taken shape. At present, the weather accounts for 60% of all factors that affect flight punctuality.
Second, paperless ticketing has been popularized and is now used at 229 airports and across major airline companies nationwide. Passengers at airports, especially Beijing Daxing International Airport and Beijing Capital International Airport, are likely to have noticed the notably shortened waiting times.
Third, luggage services have been improved. The number of bags that are damaged or sent to the wrong destination has decreased significantly. A network of radio frequency identification devices (RFID) is taking shape, enabling whole-journey luggage tracking on some specified air routes. The technology allows air passengers to follow information about their luggage in real-time after baggage check-in, avoiding the possibility of passengers boarding without their luggage in the cargo hold.
Fourth, transfer services are more convenient. At present, eight airline companies and 29 airports are actively conducting a pilot project on luggage check-through services for domestic cross-airline transfer passengers. This transfer service has seen effective results thanks to an active, responsive system. Moreover, airline companies are actively exploring air-rail intermodality, enabling one-stop ticketing, one-pass customs clearance, and seamless passenger transfers at some airports with railway links.
Fifth, flight information services have been more standardized. Airline companies and ticket agencies are now implementing strict measures to provide information to ticket buyers, establishing dynamic information systems and processes that offer real-time flight information via multiple means. This significantly improves information service quality during ticketing and check-in procedures.
Sixth, we have adopted tiered pricing for ticket changes and refunds. Currently, 41 domestic airline companies have implemented tiered pricing to ensure more reasonable charges and more efficient services for ticket changes and refunds.
Seventh, catering services at airports have adopted a principle of "same price and quality citywide." We have promoted airports to charge consumers the same price for the same catering services within the same city by implementing various means such as catering industry entry standards, alignment with benchmark prices, and certification of shops with price parity. Meanwhile, we have made efforts to offer greater product variety for in-flight catering services to better meet the need of air passengers. Some airline companies also provide offline meal ordering services for in-flight meals.
Eighth, in-flight Wi-Fi construction has been accelerated. So far, 19 airline companies provide in-flight Wi-Fi on 506 of their aircraft, covering 8.55 million passengers. This service allows air passengers to access the internet on their trips, communicate via WeChat, and use other online amenities.
Ninth, the average passenger self-check-in rate has exceeded 70%. At present, passengers' average self-check-in rate stands at 72% across 37 mega airports in China with an annual passenger throughput of over 10 million. Customer satisfaction remains high through self-check-in machines, online, and via smartphone apps.
Tenth, trial implementation of a new security check has been made gradually. Currently, credit-based security checks have been piloted at 15 mega airports, each witnessing at least 10 million passenger trips each year. At some international airports, including Beijing Capital International Airport and Beijing Daxing International Airport, passengers have experienced one-stop security checks, with customs inspection and civil aviation security checks achieving the same check results.
Eleventh, we have accelerated the application of information technology in aviation logistics. In 2019, nearly 1.8 million electronic air waybills were used, which quickened the pace in promoting the modernization of aviation logistics.
Twelfth, the civil aviation service and complaints hotline 12326 has been put into use. By doing so, we have broadened the channels to handle passenger complaints, with domestic airline companies providing an effective response rate of 100%.
Meanwhile, we have actively promoted various special services in the 13th Five-Year Plan period. As I mentioned, we issued the Management Measures for Air Transport of Persons with Disabilities, offered exclusive access to military personnel in accordance with the law, established mother-and-baby facilities, and opened a civil aviation "green passage" for the transfer of donated organs which has so far been used 5,149 times.
Generally speaking, all public service installations we pledged have been implemented. Thank you.