坚持久久为功推进首乘服务
Adhere to promoting first-time flight services
民航首乘服务是新时代的产物，其出现顺应了时代潮流和民航发展的大形势，回应了广大旅客的关切。新时期新阶段，推进首乘服务必须坚持锲而不舍，久久为功，一方面要持续固化切实可行的、旅客高度认可的好经验好做法，另一方面还要结合时代发展不断更新理念，升级服务标准，如此方能紧跟时代步伐，不断满足广大人民群众日益增长的美好出行需求。
Aviation first-flight services are a product of the new era, emerging in response to the trends of the times and the broader development of civil aviation, while addressing the concerns of passengers. In this new phase, advancing first-flight services requires persistent and sustained efforts. On one hand, it is essential to solidify proven practices that are both feasible and highly recognized by passengers. On the other hand, service concepts must be continuously updated, and service standards elevated to keep pace with the evolving times. Only in this way can we meet the growing demand for better travel experiences among the public.
民航首乘服务推进到当前阶段，基础已经十分稳固，旅客评价很高，说明这项服务切中了旅客航空出行的难点、痛点，其服务效果给旅客造成了较大的心灵触动。同时，首乘服务的出现，对民航服务对象的类别划分产生了较大影响，鉴于首乘旅客的特殊性和首乘服务的鲜明时代特征，民航局已经将首乘服务区别于一般的特殊旅客服务，作为一项具有独立属性的全新的服务内容在全行业推广，首乘服务也成为近年来民航服务领域涌现出的最具特色的服务品牌之一。在社会关注度方面，首乘服务无疑已经走在了民航服务领域的最前沿，无论是报道媒体的层次，报道的广度、深度，还是持续追踪报道的时间跨度，以及报道的时效性、系统性，首乘服务都取得了其他服务类别不能比拟的成绩，媒体和社会的关注，为首乘服务持续深入开展营造了良好环境，为充分调动各类资源，更好服务广大旅客提供了坚强支撑。新时代新阶段，坚持久久为功推进首乘服务，是民航坚持以人民为中心发展思想的生动体现，是民航义不容辞的责任，更是真情服务广大人民群众的坚定承诺。
Civil aviation's first-flight services have now reached a stage where they are built on solid foundations and enjoy high passenger satisfaction, demonstrating their effectiveness in addressing pain points of air travel and creating meaningful impacts. The CAAC has recognized first-flight services as a distinct category beyond conventional special assistance services, making it one of the most innovative service brands in civil aviation in recent years. With unprecedented media attention spanning breadth, depth and duration of coverage, these services have gained exceptional visibility, fostering an enabling environment for further development. In this new era, persistently advancing first-flight services reflects civil aviation's people-centered philosophy - it is both an inherent responsibility and a sincere commitment to serving the public with genuine care.
坚持久久为功推进首乘服务，要发挥创新思维，持续拓展首乘服务外延，丰富首乘服务内涵。民航各单位要落实民航局2025年民航服务提振消费年主题活动通知要求，以创新思维推动首乘服务持续优化升级。在外延上，将首乘服务推向国际、乡村、社区、学校，着力解决三、四线城市，边远地区民航出行问题，扩大首乘服务的覆盖面和受众群体。在内涵上，要动员广大航空公司、机场、OTA平台，打造“首乘+航旅融合”“首乘+乡村振兴”“首乘+研学之旅”等多元化的首乘服务产品，更好满足不同类别乘机群体的特殊要求。同时，要正确把握首乘服务公益属性和服务产品的市场属性，将首乘服务与保安全、促发展、提效益有机结合，按照“服务运行一体化”“服务营销一体化”的要求，通过开展首乘服务提升旅客安全意识和民航员工安全责任感，通过创新营销推广首乘服务产品，盘活航空市场，持续发挥首乘服务对民航高质量发展的整体推动作用。
To persistently advance first-flight services with long-term commitment, innovative thinking must be employed to continuously expand their scope and enrich their substance. Aviation units should implement the CAAC's 2025 themed initiative on service enhancement for consumption promotion, driving continuous optimization of first-flight services through innovation. In terms of scope expansion, efforts should focus on extending first-flight services internationally, as well as to rural areas, communities, and schools, addressing air travel challenges in third- and fourth-tier cities and remote regions to broaden coverage and reach more passengers. Regarding service enrichment, airlines, airports, and OTA platforms should collaborate to develop diversified offerings such as "first-flight + integrated air travel," "first-flight + rural revitalization," and "first-flight + study tours," better meeting the specific needs of different passenger groups. It is crucial to balance the public welfare nature of first-flight services with their market-oriented attributes, integrating them with safety assurance, development promotion, and efficiency improvement. By aligning with the "integrated service-operation" and "integrated service-marketing" approaches, these services can enhance passengers' safety awareness and staff's safety responsibilities while revitalizing the aviation market through innovative marketing. This will sustain first-flight services' overarching role in driving high-quality development in civil aviation.
坚持久久为功推进首乘服务，要加大宣传力度，大力传播首乘服务的好口碑、正能量。首乘服务的持续深入推进，必须坚持民航和社会各界形成合力，同向发力，而媒体则是联结民航和社会各界的桥梁。首乘服务的受众十分庞大，首乘旅客的保障链条很长，需要借助媒体面向综合交通运输领域推广民航首乘服务经验，以推动民航与铁路、公路、轨道等部门的联合，通过“空巴联运”“空铁联运”“空轨联运”等方式满足首乘旅客全流程的美好出行需求。2025年4月，人民交通网刊发了民航首乘服务经验报道，并被相关媒体转载，对在交通运输全域宣传首乘服务，推广首乘服务经验起到了积极作用。首乘服务的推进不仅要依靠行业力量，更要借助地方的力量，要积极推动地方各级媒体关注首乘服务，报道首乘服务，推动地方各级政府加大对首乘服务的支持力度，通过开展首乘服务形成行业与地方的良性互动，更好展现民航的社会责任和担当，更好发挥民航服务地方经济社会发展的作用。近年以来，相关省、市党报及媒体刊发了大量关于民航首乘服务的报道，极大提升了首乘服务在地方的影响力和知名度，为争取更多支持和资源，推动首乘服务向纵深开展创造了极为有利的环境。
To persistently and perseveringly advance first-time flight passenger (hereinafter referred to as "first-time passenger") services, it is essential to intensify publicity efforts and vigorously disseminate the positive reputation and uplifting energy associated with such services. The sustained and in-depth promotion of first-time passenger services necessitates the formation of a collaborative force between the civil aviation industry and all sectors of society, working in the same direction. The media serves as a crucial bridge connecting civil aviation with these various sectors. Given the vast audience for first-time passenger services and the extensive support chain required for their provision, it is imperative to leverage the media to promote civil aviation's first-time passenger service experiences across the comprehensive transportation sector. This will facilitate joint efforts between civil aviation and departments responsible for railways, highways, and urban rail transit, among others, to meet the comprehensive and pleasant travel needs of first-time passengers through integrated services such as "air-bus intermodal transport," "air-rail intermodal transport," and "air-metro intermodal transport." In April 2025, People's Transportation Network published a report on civil aviation's first-time passenger service experiences, which was subsequently reposted by relevant media outlets. This played a positive role in promoting first-time passenger services and disseminating related experiences throughout the entire transportation domain. Advancing first-time passenger services requires not only industry efforts but also the support of local authorities. It is crucial to actively encourage local media at all levels to focus on and report on first-time passenger services, thereby motivating local governments to increase their support. By implementing first-time passenger services, a positive interaction between the industry and local regions can be fostered, better showcasing the civil aviation industry's social responsibility and commitment, and enhancing its role in serving local economic and social development. In recent years, provincial and municipal party newspapers and media outlets have published numerous reports on civil aviation's first-time passenger services, significantly boosting their influence and visibility at the local level. This has created a highly favorable environment for securing greater support and resources to drive the in-depth development of first-time passenger services.
坚持久久为功推进首乘服务，要站在打造卓越服务品牌的高度，努力将首乘服务打造成为具有国际影响力的民航服务品牌。民航服务品牌的创建是一个持续不断的过程，民航要提升行业影响力，提升在综合交通运输领域的地位，必须重视服务品牌的建设。首乘服务作为近年来民航涌现出的最成功的服务品牌之一，其影响力已经走出行业，走向地方，走向交通运输全域，并通过“国际首乘服务”走向世界，成为具有中国特色的民航服务品牌的代表。近年来，东航、南航、长龙航、长安航等航空公司落实民航局要求，将开展首乘服务与提升外籍人员来华便利性深入结合，持续推出国际首乘服务产品。长安航空开展了西安-普吉“首乘+圆梦之旅”国际首乘服务主题活动，通过进一步梳理国际航班服务流程，创新推广国内航班首乘服务经验和举措，让第一次乘坐国际航班走出国门的旅客感受国际旅程的美好。2025年春运期间，长安航空成功保障了两名韩国籍老年首乘旅客，在体验了中国民航的首乘服务后，两位老人对首乘服务赞不绝口，并留下了书面感谢信。南航为首次乘坐国际航班的旅客提供一次海关、边检通关协助，一次专用首乘值机柜台，一次专属首乘安检通道，一次优先登机服务保障，一次机上专属乘务员“一对一”服务，一次机上国际首乘纪念卡及电子留念照片的“六个一”服务。东方航空坚持空地协同，持续优化国际首乘服务流程和标准，在国际出行引导区配备电子或纸质机场旅客出发、到达流程图，同时为首次出国旅行的旅客提供证照咨询服务，并做好联检通关程序的介绍。2025年3月，人民日报旗下“中国品牌论坛网”登载了西北民航开展首乘服务的经验，首乘品牌影响力持续提升。下一阶段，民航要固化总结各单位国际首乘好的经验做法，创新引领持续发力，进一步提升首乘服务的国际品牌影响力，为拓宽中国对外开放的桥梁添砖加瓦，助力中国品牌走向世界。
To persistently and perseveringly advance first-time flight passenger (hereinafter referred to as "first-time passenger") services, it is crucial to approach it from the perspective of building an outstanding service brand and strive to establish first-time passenger services as an internationally influential civil aviation service brand. The creation of a civil aviation service brand is an ongoing process. To enhance the industry's influence and elevate its standing within the comprehensive transportation sector, civil aviation must prioritize the development of service brands. As one of the most successful service brands to emerge in civil aviation in recent years, first-time passenger services have extended their influence beyond the industry, reaching local communities and the entire transportation domain. Moreover, through "international first-time passenger services," they have gone global, representing civil aviation service brands with Chinese characteristics. In recent years, airlines such as China Eastern Airlines, China Southern Airlines, Zhejiang Loong Airlines, and Chang'an Airlines have implemented the requirements of the Civil Aviation Administration of China by deeply integrating first-time passenger services with enhancing the convenience for foreign nationals visiting China, continuously launching international first-time passenger service products. Chang'an Airlines organized the "First Flight + Dream Fulfillment Journey" international first-time passenger service theme event for its Xi'an-Phuket route. By further refining international flight service procedures and innovatively promoting experiences and measures from domestic flight first-time passenger services, the airline enabled passengers embarking on their first international journey to experience the wonders of international travel. During the 2025 Spring Festival travel rush, Chang'an Airlines successfully provided services for two elderly first-time passengers from South Korea. After experiencing China's civil aviation first-time passenger services, the two seniors highly praised the services and left written thank-you notes. China Southern Airlines offers a "Six Ones" service for passengers on their first international flight, which includes one-time assistance with customs and immigration clearance, access to a dedicated first-time passenger check-in counter, a dedicated first-time passenger security checkpoint, priority boarding service, personalized "one-on-one" service from flight attendants on board, and an international first-time passenger commemorative card along with an electronic souvenir photo. China Eastern Airlines adheres to air-ground coordination, continuously optimizing international first-time passenger service procedures and standards. It provides electronic or paper airport departure and arrival flowcharts in international travel guidance areas, offers passport consultation services for first-time international travelers, and provides introductions to joint inspection and customs clearance procedures. In March 2025, the "China Brand Forum Network" under the People's Daily featured the experiences of Northwest China's civil aviation sector in implementing first-time passenger services, further enhancing the brand's influence. In the next phase, civil aviation should consolidate and summarize the excellent international first-time passenger service practices from various units, innovate and lead with sustained efforts to further elevate the international brand influence of first-time passenger services, contribute to broadening China's bridges to the outside world, and assist Chinese brands in going global.
推进首乘服务，既要有“只争朝夕”的气魄,又要有“久久为功”的定力；既要善于总结成功经验,又要敢于创新,打破思维定式和路径依赖；既要踏踏实实走好脚下的路，又要科学谋划好未来，惟其如此，才能精准把握形势，相时而动，顺势而为，不断开创民航服务工作的新局面。（作者：民航西北地区管理局 李达）（编辑：张彤 校对：李季威 审核：韩磊）
Advancing first-time flight passenger (hereinafter referred to as "first-time passenger") services requires both the boldness to "seize the day" and the perseverance to "work tirelessly over the long term." It necessitates not only summarizing successful experiences but also daring to innovate and break free from conventional thinking and established routines. Moreover, it involves both steadfastly treading the current path and scientifically planning for the future. Only by doing so can we accurately grasp the situation, act in accordance with the times, and follow the trend, continuously opening up new horizons in civil aviation service work. (Author: Li Da, Civil Aviation Northwest Regional Administration) (Editors: Zhang Tong; Proofreaders: Li Jiwei; Reviewers: Han Lei)
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