海南航空多措并举守护旅客“舌尖上的幸福”

Hainan Airlines takes Measures to protect passengers' Happiness

中国民航网 通讯员徐蕾、张颖 报道：9月23日，全球航司及机场服务评测机构SKYTRAX在英国伦敦揭晓了2022年世界航空大奖，海南航空凭借优质的服务水平蝉联“中国最佳员工服务”奖（Best Airline Staff in China），并荣获“中国最佳客舱乘务员”奖（Best Cabin Crew in China），在“全球最佳客舱乘务员”奖项（The World’s Best Airline Crew）中世界排名第七名等多个奖项。此次获奖是SKYTRAX对海南航空客舱乘务员及地面员工杰出服务的认可，也代表了广大旅客对海南航空优质服务品质的褒奖。

China Civil Aviation Network correspondent Xu Lei, Zhang Ying reported: On September 23, the global airline and airport service evaluation agency SKYTRAX unveiled the 2022 World Aviation Awards in London, England, Hainan Airlines won the "Best Airline Staff in China" award for its excellent service level, and won the "Best Cabin Crew in China" award in the "World's Best Cabin Attendant" award. The World's Best Airline Crew is ranked seventh in the world and several other awards. This award is SKYTRAX's recognition of the outstanding service of Hainan Airlines cabin crew and ground staff, and also represents the praise of Hainan Airlines for the quality of service of Hainan Airlines.

辽宁方大集团董事局主席方威曾反复强调，服务好是海航的品牌。服务不仅要延伸，还要细致，要个性化，降本不能降服务质量，还要提升服务水平。

Liaoning Fangda Group Chairman Fang Wei has repeatedly stressed that good service is the brand of HNA.Services should not only be extended, but also detailed and personalized. Cost reduction should not reduce the quality of service, but also improve the level of service.

在海南航空引以为傲的服务产品中，机上餐食可谓是最重要一个内容之一。在飞机上喝到了美味的椰汁,吃到了极具特色的海南鸡饭,都是很多旅客认为值得向他人推荐和今后继续选择海南航空的理由。海南航空的餐食也凭借极高的水准斩获过许多奖项,在中国民航2021年第一季度空中餐饮旅客满意度测评中获得第一名,也曾荣获 SKYTRAX 商务舱餐饮全球前三,CAPSE(民航旅客服务测评)颁发的中国旅游奖(China Travel Awards)最佳餐食奖等等。

Among the services Hainan Airlines prides itself on, in-flight meals are one of the most important.The delicious coconut water and the distinctive Hainanese chicken rice on the plane are all reasons for many passengers to recommend Hainan Airlines to others and choose Hainan Airlines in the future.Hainan Airlines' food has also won many awards for its high standards. It was ranked first in CAAC's in-flight Catering Passenger Satisfaction Survey for the first quarter of 2021. It has also been awarded the world's top three SKYTRAX Business Class catering and the China Travel Award by CAPSEAwards for the best food and so on.

航空食品因其特殊性，对食品安全的要求尤为严格，从原料选择、初加工、热加工、速冷、分装、过渡冷藏，运输送机到最后的机上呈现，每个环节均有着严格要求，《食品安全法》和《航空食品卫生规范》也明确了航空食品的相关标准。今天我们就一起来了解海南航空餐食的“安全保卫”步骤。

Airline food because of its particularity, especially strict with food safety, from raw material selection, pretreating, thermal transition, rapid cooling, packaging, cold storage, transport conveyor to the final rendering on board, each link has strict requirements, "food safety" and "aviation food sanitation standard" also explicitly the aviation food standards.Today we will learn about the "security" steps of Hainan Airlines food.

原料关

Raw material clearance

原材料验收

Raw material acceptance

机上餐食必须由符合资质的航食公司生产制作，经过严格的食品安全把关。原材料采购方面，海南航空航空食品的原料采购除了需要按照国家法律法规要求，对原料供应商的各项资质进行严格审查外，还通过感官检查、测温等方式对原材料进行验收，同时每批次产品都必须提供食品检测报告，只有所有检测合格的产品才会被接收。

In-flight meals must be produced by qualified airline food companies and pass strict food safety checks.Raw materials procurement, hainan airlines aviation food raw materials procurement in addition to the need, in accordance with requirements of the national laws and regulations, for the raw material supplier qualification strict censorship, also by sensory test, temperature measuring method for raw materials such as acceptance, at the same time, each batch products must provide food inspection report, only all inspection qualified products can be received.

加工关

processing gate

在初加工阶段，海南航空工作人员会对新鲜蔬菜、水果等原材料进行清洗消毒。同时，该环节会对原材料进行再次筛选，避免瑕疵产品或异物进入生产环节，为航空餐进行第二次把关。热加工阶段，“74”、“15”是两个关键数字，所有肉、禽、海鲜类食材需进行熟化杀菌处理，确保食品中心温度达到规定的最低温度限值74度,并至少保持15秒。而航空餐作为冷链食品，在热加工后需进行速冷处理，烹调后的食品，必须迅速推入速冷（凉）机内冷却，要求在2小时内从57℃下降到21℃以下。

In the initial processing stage, Hainan Airlines staff will clean and disinfect raw materials such as fresh vegetables and fruits.At the same time, the raw materials will be screened again in this process to avoid defective products or foreign bodies from entering the production process and carry out the second inspection for airline meals.In the thermal processing stage, "74" and "15" are two key numbers. All meat, poultry and seafood ingredients need to be cooked and sterilized to ensure that the center temperature of the food reaches the stipulated minimum temperature limit of 74 degrees and is maintained for at least 15 seconds.As a cold chain food, the airline meal needs rapid cooling treatment after hot processing. After cooking, the food must be quickly pushed into the rapid cooling (cooling) machine for cooling. It is required to drop from 57℃ to below 21℃ within 2 hours.

公务舱餐食测温

Business Class Meal Temperature Measurement

餐食测温图

meal thermogram

在加工过程中，为防止致病微生物的生长，食品组装会在清洁的专用车间进行。根据《航空食品卫生规范》要求，如航食操作间环境温度在15℃左右，要求组装过程必须控制在45分钟内完成。

To prevent the growth of pathogenic microorganisms during processing, food assembly is carried out in a clean, dedicated workshop.According to the requirements of Aviation Food Hygiene Code, if the ambient temperature in the operating room of aviation food is about 15℃, the assembly process must be controlled within 45 minutes.

冷藏关

Refrigeration Off

装配好的航空餐，生产操作人员必须迅速放入0-5℃的冷藏库内进行过渡冷藏，等待配送上机。出厂前，工作人员还需通过目测、金属探测等手段对产品进行最后一次异物排查，依据相关食品安全标准，随机取样进行微生物及其他指标的检验，同时为了保证餐食质量，海南航空要求全程冷链运输。

The assembled airline food must be quickly put into the refrigerated warehouse at 0-5℃ for transitional refrigeration, waiting for delivery on the aircraft.Before leaving the factory, the staff also need to conduct a final foreign matter investigation on the products by visual inspection, metal detection and other means. According to the relevant food safety standards, random sampling is conducted for microbial and other indicators inspection. At the same time, in order to ensure the quality of meals, Hainan Airlines requires the whole cold chain transportation.

装载关

loading gate

从运输上机到机上呈现，海南航空客舱乘务员也为旅客筑起“安全防线”。首先，在信息查验方面，当冷链食品通过专用航空食品车配送上机后，客舱乘务员对其相关安全信息进行再次查验。安全信息需包括供餐航班号、食品出成品库时间、冷链食品出库时表面温度、配送的储运温度、出厂检验合格标识等相关信息，验收合格后方可装载上机。

From the transport on the plane to the on-board presentation, Hainan Airlines cabin crew has also built a "security line" for passengers.First of all, in terms of information inspection, after the cold chain food is delivered to the plane through the special aviation food cart, the cabin crew will check the relevant safety information again.The safety information shall include the flight number of food supply, the time of food leaving the finished product warehouse, the surface temperature of cold chain food when leaving the warehouse, the storage and transportation temperature of the distribution, the factory inspection qualification mark and other relevant information, and can be loaded on the machine only after passing the acceptance.

餐盒装配图

Lunch Box Assembly Drawing

海南航空乘务员机上清点、复核

Hainan Airlines Flight Attendant On-board Inventory and Review

装载完毕后，海南航空客舱乘务员还会对上机餐食进行清点，检查生产日期标签并对餐食进行感官检查，如发现有外包装破损，餐食变质、涨包等质量问题的产品，则立即上报并更换产品。而上机后的温度防护也同样重要，针对出港带二段餐、回程餐的航班，机上会配备干冰对餐食进行温度防护，客舱乘务员需一并清点干冰数量，以确保餐食符合食品安全要求。

After the loading is completed, the cabin crew of Hainan Airlines will check the food on board, check the production date label and conduct sensory inspection on the food. If there are any products with quality problems such as damaged outer packaging, spoiled food or inflated package, the products will be reported and replaced immediately.Temperature protection after boarding is equally important. For outbound flights with second and return meals, dry ice will be provided on board to protect the temperature of the meals. Cabin crew shall count the amount of dry ice to ensure that the meals meet the food safety requirements.

为给旅客带去更舒适、安心的乘机体验，海南航空自8月11日起，在国内全航线快速恢复公务舱高保真耳机、经济舱毛毯、多种饮品及冰块的配备。同时，在北京、上海、重庆、成都、郑州、兰州等出港航班恢复热食供应，北京=深圳、广州航班恢复精品餐食标准，增加中西式餐食选择。

In order to bring passengers a more comfortable and secure in-flight experience, Hainan Airlines has quickly restored high-fidelity headsets, blankets, drinks and ice in business class, economy class, on all routes in China since August 11.At the same time, hot food will be available on outbound flights from Beijing, Shanghai, Chongqing, Chengdu, Zhengzhou and Lanzhou. The standard of boutique food will be restored on flights from Beijing = Shenzhen and Guangzhou, and the choice of Chinese and Western food will be increased.

海南航空公务舱“桂花宴”

Hainan Airlines Business Class "Osmanthus Banquet"

未来，随着疫情政策逐步放开，海南航空将继续遵循控股股东辽宁方大集团提出的“四个有利”企业价值观，践行真情服务理念，从细微处入手，想旅客所想，做旅客所需，加大服务投入，严守食品安全底线，不断对服务产品进行升级迭代，通过与国内外多家顶级人气餐厅合作，推出精美菜肴，同时打造特色美食地图，在西安、北京、厦门、长沙、广州、成都等城市出港的航班推出具有浓烈地方风情的特色美食，让旅客在万米高空感受“家”的味道，带给旅客全方位的五星服务体验，真正做到守护每位旅客“舌尖上的幸福”。

In the future, as the policy gradually let go of the epidemic, hainan airlines will continue to follow the controlling shareholder of liaoning party "four good" from a large group enterprise values, the practice of after-sales service idea, start from scratch, passengers want to think, do passenger needs, increase investment in services, adherence to the bottom line, food safety continuously upgrade iteration for service products,With several top popular restaurant at home and abroad to cooperate with exquisite cuisine, creating features gourmet map at the same time, in xi 'an, Beijing, xiamen, changsha, guangzhou, chengdu and other cities of departure flights have powerful local amorous feelings of delicacies, let passengers in thousands of metres, feel the taste of "home", bring passengers all-round five-star service experience,Truly do protect every passenger "tongue of happiness".