Airport Quality Service Slogan

Part 1: Collection of safety slogans from the Security Inspection Department

1. Disasters arise in the moment, but precautions can be taken on weekdays.

2. To avoid business trips, implement standardization

3. Responsibility is the soul of safety and standardization is the foundation of safety

4. Civilized construction and safe production.

5. Grasp safety and have tomorrow.

6. If an accident occurs, be alert and stay safe.

7. Produce safely and live peacefully.

8. Be vigilant and safe, and be prepared for accidents.

9. Quality is life, safety is guarantee.

10. Safety is the golden bridge, the road to happiness.

11. Everyone is safe and happy.

12. Safety is important to everyone, and safety is for everyone.

13. The construction does not violate regulations and safety is guaranteed.

14. Everyone is safe and happy.

15. I would rather go a hundred feet away than take a single risk.

16. The implementation of one measure is better than ten slogans.

17. You only have one life, and safety is with you for a lifetime.

18. Labor creates wealth, and safety brings happiness.

19. Safety promotes production, and production must be safe.

20. Keep production safety in mind, and accidents will never happen to you.

21. Improve rules and regulations and comply with safety procedures.

22. Implement safety responsibilities and improve safety systems.

23. Promote safety knowledge and spread safety culture.

24. Life is supreme and safety is the responsibility of God.

25. Safety creates happiness, while negligence brings pain.

26. Spread safety culture and publicize safety knowledge.

27. It is only possible to be on guard but not real.

28. Anti-violation, elimination of hidden dangers, ensuring safety and promoting production.

29. Work is for a good life, safety is for living to old age.

30. Strict safety requirements will lead to accidents.

31. Safety is with you throughout your life, and happiness is in your home and mine.

32. Frost only attacks rootless grass, and accidents only attack lazy people.

33. Strictness is love, laxity is harm, and doing a good job of safety will benefit three generations.

34. Safety regulations are life-threatening, and conscious compliance is a guarantee.

35. If the safety string is not tightened, the production tune will not be played.

36. Obeying rules is the guarantee of happiness, and violating discipline is the beginning of disaster.

37. Quality is the life of an enterprise, and safety is the life of miners.

38. Safety comes from long-term vigilance, and accidents come from instant paralysis.

39. Establish a safe image of mines and promote safe and civilized production.

40. Learn safety knowledge, understand labor protection, and practice scientific management.

41. Safety responsibility is more important than Mount Tai, and the interests of the people are above all else.

42. Safety is the guarantee of efficiency, and safety is the source of happiness.

43. Implement safety rules and regulations and strengthen safety precautions.

44. Safety is the greatest savings, and accidents are the greatest waste.

45. Your eyes cannot tolerate a grain of sand, and safety cannot be careless.

46. No matter how busy you are with production, safety should never be forgotten; human life is at stake, safety comes first.

47. Take one more look and you will be safe; take one more precaution and you will have fewer accidents.

48. Focus on prevention and treat both the symptoms and root causes; strengthen the main body and implement comprehensive management.

49. Safety first, prevention first; comprehensive management, overall advancement.

50. I want safety, I understand safety; starting from me, ensure safety.

51. Eliminate hidden dangers and ensure safety; ensure stability and promote development.

52. Safety first, prevention first; follow the rules; take precautions against the slightest mistake.

53. Family, career, and wealth are all important, but they are useless without security.

54. To have safety is to have life, and to love safety is to love life.

55. Safety is the guarantee of family happiness, and accidents are the root of tragedy in life.

56. A healthy body is inseparable from exercise, and a happy family is inseparable from safety.

57. Safety is the guarantee of family happiness, and accidents are the root of tragedy in life.

58. Strengthen the standardized management of coal mine production and promote the construction of coal mine safety standardization.

59. Accelerate the implementation of the "Prospering An'an through Science and Technology" strategy and promote scientific and technological progress in production safety.

60. Everyone talks about safety and does everything for safety. Think about safety at all times and want safety everywhere.

61. Neglecting safety to focus on production is like fishing for chestnuts from the fire, and seeking benefits without safety is like fishing for the moon in the water.

62. Working in violation of rules is equal to suicide, commanding in violation of rules is equal to murder, and failure to correct violations is equal to accomplices.

63. Keep safety in mind, the operation does not violate regulations, parents can rest assured, and wives and children can rest assured.

64. The party, government, and working groups work together to ensure safety and efficiency are developed simultaneously.

65. Follow the rules and disciplines ten thousand times to prevent accidents from happening.

66. Safety weaves the garland of happiness, while violation of regulations turns into the bitter wine of regret.

67. A sharp knife will rust if it is not sharpened, but it is safe not to catch mistakes.

68. Put signs on the hazard points and keep safe operations in mind.

69. Everyone is a safety officer, and there is a safety post everywhere.

70. Create a mine safety culture, shape the safety image of miners, and create a harmonious scene in the mining area.

71. Keep in mind the responsibility for safety, be good at planning safety strategies, and strive to implement safety.

72. Always tighten the string of safety to make the music of life play louder.

73. Vigilance is the nemesis of hidden dangers, and paralysis is the signal of accidents.

74. If safety is loosened, accidents will occur; if safety is tightened, accidents will disappear.

75. Safety is the expectation of relatives, and accidents are the devil of everyone.

76. Disasters can happen in the moment, but they can be prevented in ordinary times.

77. Care for life and pay attention to safety.

78. Abide by the rules and laws and care for life.

79. Civilized construction and safe production.

80. Grasp safety and have tomorrow.

81. If there is an accident, be vigilant and stay safe.

82. Produce safely and live peacefully.

83. Be vigilant and safe, and be prepared for accidents.

84. Quality is life, safety is guarantee.

85. Safety is the golden bridge, the road to happiness.

86. Everyone is safe and happy.

87. Safety is important to everyone, and safety is for everyone.

88. The construction does not violate regulations and safety is guaranteed.

89. Everyone is safe and happy.

90. I would rather go a hundred feet away than take a single risk.

91. The implementation of one measure is better than ten slogans.

92. You only have one life, and safety is with you throughout your life.

93. Labor creates wealth, and safety brings happiness.

94. Safety promotes production, and production must be safe.

95. Keep production safety in mind, and accidents will never happen to you.

96. Improve rules and regulations and comply with safety procedures.

97. Implement safety responsibilities and improve safety systems.

98. Promote safety knowledge and spread safety culture.

99. Life is supreme and safety is the responsibility of God. 100. Safety creates happiness, negligence brings pain. 101. Spread safety culture and publicize safety knowledge. 102. It is only possible to be on guard but not real. 103. Anti-violation, eliminate hidden dangers, ensure safety, and promote production. 104. Work is for a good life, safety is for living to old age.

105. Strict safety requirements will lead to accidents. 106. Safety is with you throughout your life, and happiness is in your home and mine. 107. Frost strikes rootless grass, and accidents strike only lazy people. 108. Strictness is love, laxity is harm. Keeping things safe will benefit three generations. 109. Safety regulations are life-threatening, and conscious compliance is a guarantee.

Part 2: Airport Service Quality

On October 16, 20XX, the Civil Aviation Administration of China promulgated the "Civil Airport Service Quality" (MH/T5104-2006). This standard has been in effect since 2007 It will be officially implemented from January 1st. "Civil Airport Service Quality" was promulgated and implemented as an industry recommended standard, filling the gap in the absence of unified service quality standards for civil airports in my country.

Standards are formulated based on the actual situation of domestic airports

The civil air transport industry is a service industry. As an important part of civil aviation, airports have developed today and are no longer just ground support facilities for air transportation. Passengers and the public are paying more and more attention to airport service levels. Some of the better-run airports in the world, such as Singapore Changi Airport, Hong Kong Airport in my country, and some airports in Europe, all attach great importance to the service quality of the airport. By providing high-quality services to airlines, passengers and cargo owners, the airport establishes a good image and brand of the airport, which not only brings high commercial value to itself, but also creates good social benefits.

Since the reform and opening up, my country’s airports have undergone large-scale construction and renovation, and hardware conditions such as infrastructure have been greatly improved. However, in terms of software, such as service quality, overall it cannot meet the ever-increasing service requirements of passengers and airlines, and there is still a big gap between it and the international advanced level. In recent years, some domestic airports have successively launched customer service commitments, service standards, service charters, etc. However, most of these standards and commitments only involve certain aspects of airport services, and do not completely and systematically cover all aspects of airport services. Each airport The content, standards, and requirements of commitments are also quite different, lacking comprehensiveness, systematicness, and normativeness. The promulgation of the "Civil Airport Service Quality" will provide a reference basis for each airport to formulate its own service standards based on its own actual conditions, establish and improve service quality management systems, and implement standardized services. It will also promote each airport to establish a people-oriented service concept and standardize service quality. Management, gradually integrating with international advanced levels, and continuously improving service quality and management level play an important role.

Drawing reference from domestic and foreign industry standards

"Civil Airport Service Quality" was developed and compiled by the Civil Aviation Airport Management Co., Ltd. entrusted by the Airport Department of the Civil Aviation Administration of China. During the preparation of the standards, the writing team of the Civil Aviation Airport Management Co., Ltd. successively investigated airports of different sizes and levels such as Beijing, Shanghai, Guangzhou, Qingdao, Changzhou, Shenyang, Dalian, etc., and accumulated a large number of international, national and industry standards as references. An in-depth study was conducted on the experience and practices in service quality management of international (regional) airports such as Singapore, Hong Kong, Paris, Frankfurt, and Manchester. The standards were compiled using principles and methods such as systems engineering, operations research, statistics, etc., adhering to the principle of being people-oriented and customer-oriented. After many discussions and extensive solicitation of opinions from all aspects, the standard was compiled. Before reporting to the Civil Aviation Administration of China for approval, the writing team also used the standard to conduct actual inspections and improvements at nine airports including Beijing and Shenyang. "Civil Airport Service Quality" takes the airport service process as the main line and consists of five parts: general service quality, passenger service quality, aircraft service quality, cargo and mail service quality and baggage service quality. Considering that for customers, airport services are integrated and systematic, therefore, the services provided by third parties for customers (passengers, cargo owners, airlines) at the airport are also included in the standard and standardized.

"Civil Airport Service Quality" fully draws on and absorbs relevant international airport service standards. The International Air Transport Association (IATA) has conducted passenger service quality surveys at international airports around the world since 1993. Airports Council International (ACI) released "Airport Service Quality: Standards and Evaluation" in 2000. Currently, only Capital Airport in mainland my country participates in ACI's global airport service quality survey. In addition, organizations and institutions such as the International Association of Airport Administrators (IAAE) and the Air Transport Users Association (AUC) also attach great importance to airport service quality standards and evaluation.

Hong Kong, Changi, Incheon and other airports have currently established their own service level agreements (SLA) and evaluation systems, and have ranked first in international service quality surveys many times. "Civil Airport Service Quality" draws on the above-mentioned international organizations and airport standards, and adds some new quality standards, such as: mobile inquiry and traffic consultation, public notices, service specifications when flights are abnormal, soliciting passengers/airlines Opinions, aircraft ground support, etc. In addition, some quality requirements have been adjusted based on the actual situation of my country's airports. Some indicators are higher than international standards. For example, the baggage error rate indicator is higher than the ACI "1.5 per thousand" requirement, and some indicators are slightly lower than international standards. , such as: joint inspection service time, check-in time, passenger security check time, minimum passenger transfer connection time and other index requirements.

The Civil Airport Service Quality Evaluation System was launched simultaneously

As a supporting tool for this standard, the Civil Aviation Airport Management Company also simultaneously developed the "Civil Airport Service Quality Evaluation System". The evaluation system is developed based on the international common evaluation models such as ACI and IATA and combined with the actual situation of domestic airports. It consists of subjective evaluation and objective evaluation. Subjective evaluation (passenger satisfaction) and objective evaluation (on-site evaluation) are closely combined to conduct a systematic and standardized evaluation of the airport's service quality through mutual verification to ensure the objectivity, impartiality and fairness of the evaluation. Since 2005, Civil Aviation Airport Management Co., Ltd. has evaluated 18 different types of airports and received good results.

According to the Standards Management Department of the Civil Aviation Administration of China, the "Civil Airport Service Quality" is a recommended industry standard. According to the provisions of the "Standardization Law", this standard does not have legally enforceable effect and only provides services for civil aviation system airports. A unified and standardized service quality reference guideline and a practical basis for formulating the airport's service quality specifications cannot be used as a basis to resolve service disputes or compensation issues in legal terms.

In July last year, Hangzhou Airport officially participated in the Airports Council International ASQ competition, which is held every quarter. To this end, Hangzhou Airport conducts a service quality questionnaire every month, scoring 34 items one by one from airport transportation, parking fees, security check waiting time, catering fees, restroom cleaning, etc. This scientific, objective and fair service quality The evaluation standards provide a reference for Hangzhou Airport to improve service quality. In terms of airport hardware facilities, the newly established terminal management department started from small things: it invested more than 3 million yuan to completely renovate the restrooms, and the number of squatting seats was increased from 32 in the past to 120, fully satisfying passengers. needs, solving the problem of difficulty in going to the toilet; adding 9 hot and cold drinking water facilities, which are open to passengers free of charge 24 hours a day; investing more than 100,000 yuan to install isolation belts in front of 13 escalators and post warning slogans to improve the safety of passengers The safety of going up and down escalators; starting from August this year, we have cooperated with China Telecom and China Mobile to achieve full coverage of wireless Internet access in the terminal building; the number of parking spaces has been increased to 2,200, and overnight parking will be charged at half price

As an airport Hangzhou Airport always makes every effort to meet the service needs of its largest customers, airlines, and create a good development environment for them. When office space in the terminal building was very tight, in February this year, the airport solved the problem of office space for airlines in just two days and added 14 check-in counters to meet the needs. Demand from China Southern Airlines and Hainan Airlines; the first-class cabin issues that Air China and China Eastern Airlines have recently reported for a long time will also be completely resolved.

To improve service quality, hardware is the foundation and software is the key. Since last year, Hangzhou Airport has taken advantage of its joint venture with the Hong Kong Airport Authority to send more than 50 middle-level managers to Hong Kong Airport for training. Through learning and exchanges, managers have broadened their horizons and learned about the service concepts of internationally advanced airports. After "learning from experience" and combining it with the actual situation of Hangzhou Airport, Hangzhou Airport managers creatively introduced and digested it to continuously improve the quality of airport services.

Tao Yitian, deputy director of the Planning Department of Hangzhou Airport, said that according to the service quality questionnaire survey conducted by Airports Council International, currently passengers are most dissatisfied with the service quality of Hangzhou Airport due to the "three highs": high catering prices; Retail prices are high and parking charges are high. The voice of passengers is the first signal for the airport to improve service quality.

In terms of catering prices, Hangzhou Airport has successively introduced international and domestic fast food chain brands such as McDonald's, KFC, and Real Kung Fu, and through full competition, the overall catering prices have dropped by 20%; in terms of retail commodity prices, it has recently hired internationally renowned companies to inspect the terminal building. We will evaluate and demonstrate the product layout within the terminal, and take the new round of bidding for terminal commercial operations in 2009 as an opportunity to introduce international franchise brands and reduce the retail price of goods through rent reduction and profit concessions. In terms of parking charges, the airport officially cooperates with After negotiation with the price department, charging prices are no longer "one size fits all", and different charging standards are implemented through different services to meet the differentiated needs of different car owners.

According to the latest service quality questionnaire survey conducted by Airports Council International in August this year, the overall service satisfaction of Hangzhou Airport increased from 3.78 points in January this year to 4.05 points (the highest is 5 points). Among those who participated in the survey The ranking positions of more than 100 airports around the world have been significantly improved. (Reporter Xu Yegang Correspondent Ruan Zhouchang)

Airports Council International (ACI) recently announced the 2010 global airport service quality evaluation winners list.

Airports Council International (ACI) recently announced the winners of the 2010 Global Airport Service Quality Assessment. Airports from Asian countries took the top five of the world's best airports.

Among them, South Korea's Incheon Airport ranked first in the world's best airport in 2010, while China has three airports in the top five, namely Hong Kong Airport, Beijing Capital Airport and Shanghai Pudong Airport.

In 20XX, the annual passenger throughput of Beijing Capital Airport exceeded 70 million, and it was rated as the first four-star airport in mainland China by Skytrax, a world-renowned airline and airport service survey and consulting organization.

Beijing Capital Airport’s ACI passenger satisfaction has also improved, from 4.57 at the end of 20XX to 4.73, becoming the fourth best airport in the world.

In addition, Hong Kong International Airport has been selected as the best airport in the world for five consecutive years in the category of airports with an annual passenger volume of more than 40 million passengers. Beijing Capital International Airport ranks second.

Background link

In this ACI survey on passenger satisfaction, a total of 300,000 passengers from 153 airports participated.

ACI pointed out that looking at the results of passenger satisfaction surveys in recent years, the airport service aspects that passengers are most concerned about include airport environment, terminal cleanliness, check-in staff efficiency, and staff friendliness. , guidance signs, facility convenience, waiting area comfort, etc.

When these basic service needs of passengers are met, the airport will be required to provide other value-added services in leisure and entertainment, such as business lounges, wireless networks, catering and shopping.

Top five best airports in the world

First place

Incheon Airport, South Korea

Second place

Singapore Changi Airport

Third place

Hong Kong Airport

Fourth place

Beijing Capital International Airport, China

　Fifth place

China Shanghai Pudong Airport

●Segmentation list

Annual passenger volume 40 million passengers

More than Ranking of airports

Ranking of airports

1 Hong Kong Airport

2 Beijing Capital International Airport

3 Dubai Airport

4 Dallas Wattsburg Airport

5 Bangkok Airport (Airport service quality management plays an important role in airport operation management. Airport service quality management plays an important role in ensuring that airport operations meet all the processes promised by the airport authority to the airport's customers. The eight quality management principles proposed in the 2000 version of ISO9000 are a scientific summary of the successful experiences of quality management in various countries around the world. Only by conscientiously adhering to these quality management principles, fully considering the characteristics of airport operations, and tailoring measures to local conditions can we ensure quality management. The quality of airport services fully meets customer needs.

1. Focus on customers

Understand the current and future needs of customers, fully meet customer requirements and strive to exceed customer expectations. It is the ultimate goal of airport service quality management.

To achieve this goal, the airport authority should carry out the following activities:

First, it is necessary to clearly understand the needs of different customers to ensure that all processes of airport operations are targeted and satisfied These need to be done. For example, from the perspective of airlines, they need optimized airport layout, attractive terminals, efficient baggage sorting systems, allowing 90% of passengers to use the terminal's boarding bridge, and high-level shopping venues that do not affect passenger flow. wait. From a traveler's perspective, they want reasonable prices, easy road and rail access, short walking distances, short security and border control times, fast baggage delivery and sufficient luggage trolleys, clear signage, good retail stores, attractive Waiting area etc.

Airlines are the first users and service objects of the airport. It is the function and responsibility of the airport to provide convenient and fast services to airlines, support and assist airlines to operate safely, improve service quality, and speed up flight turnover. responsibilities. For example, Shenzhen Airport has adopted a series of effective new measures: airlines will give 100% priority to the best-quality cargo designated by airlines before cargo is loaded on the current flight; some airline representatives will be hired to serve as airport service quality supervisors and awarded Have certain authority to supervise the irregular words and deeds of airport staff; establish a working group headed by the vice president in charge of front-line production to specifically cooperate and assist airlines in opening new service items and service quality at the airport; flight supervisor ( Red Hat) proactively boarded the aircraft to help the crew solve problems, provide extended services, etc.

Second, the communication channels with customers should be smooth, strengthen communication between the two parties, and provide timely feedback to each other throughout the entire service process. For example, in order to improve flight punctuality and strengthen communication, Qingdao Airport has formulated an "Airport and Airline Information Feedback System" and established an information feedback mechanism to make information communication between the airport and airlines smoother and enable the airport to understand the scene in a timely manner. Real-time service status, promptly solve problems for airlines, and further improve airport service quality.

Third, measure customer satisfaction and take appropriate measures based on the results. The quality of air transportation services is based on the general quality policy of "safety first, normal flight, and high-quality service". The overall quality requirements include three parts: safety, flight regularity and service. Passenger questionnaires are an important method of measuring customer satisfaction and an important tool for evaluating airport service quality