“民航服务提质增效年”主题活动取得...

The theme activity of "Year of Improving Quality and Efficiency of Civil Aviation Services" has achieved...

民航旅客出行和支付便利化水平进一步提升、客票退改规则逐步优化、托运行李提取时间不断缩短、航班正常水平稳步提升……记者近日从民航局了解到，民航局去年开展的“民航服务提质增效年”主题活动取得了较好成效，民航服务水平提质增效明显。

The convenience of travel and payment for civil aviation passengers has been further enhanced, ticket refund and change rules have been gradually optimized, baggage claim times have been continuously shortened, and flight punctuality has steadily improved... The reporter recently learned from the Civil Aviation Administration of China (CAAC) that the "Year of Improving Civil Aviation Service Quality and Efficiency" campaign launched by the CAAC last year has achieved good results, with significant improvements in the quality and efficiency of civil aviation services.

据悉，为更好地激发航空运输市场消费活力，持续提升民航服务水平，满足旅客多样化的服务需求，民航局于2024年 5月至12月开展了“民航服务提质增效年”主题活动。民航各单位高度重视、精心组织，统筹推进各项重点任务，民航服务水平稳步提升。

It is reported that in order to better stimulate the consumption vitality of the air transport market, continue to improve the level of civil aviation services, and meet the diverse service needs of passengers, the Civil Aviation Administration launched the theme activity of "Civil Aviation Service Quality and Efficiency Improvement Year" from May to December 2024. All civil aviation units attach great importance to, carefully organize, coordinate and promote various key tasks, and the level of civil aviation services has been steadily improved.

一年来，民生实事顺利推进。民航旅客出行和支付便利化水平进一步提升，目前41家客运航空公司均支持国际旅行证件线上线下购票，31家执飞国际航线的航空公司均支持境外银行卡购票，42家枢纽机场均设置了支付服务咨询点，设有外币兑换机构或设施；客票退改规则逐步优化，多家航空公司优化退改签收费标准，合理界定旅客错购机票情形；托运行李提取时间不断缩短，多家机场优化机坪转运流程，开展行李全链条数据采集监测；适老化无障碍服务持续升级，为老年旅客提供便利服务。

Over the past year, people's livelihood has progressed smoothly. The level of civil aviation passenger travel and payment facilitation has been further improved. At present, 41 passenger airlines support online and offline ticket purchase of international travel documents, 31 airlines operating international routes support overseas bank card ticket purchase, and 42 hub airports have set up payment service consultation points and foreign currency exchange agencies or facilities; The rules for ticket refund and change have been gradually optimized, and many airlines have optimized the charging standards for refund and change, and reasonably defined the wrong purchase of tickets by passengers; The claim time of checked baggage has been continuously shortened, and many airports have optimized the apron transfer process and carried out data collection and monitoring of the whole baggage chain; Ageing-friendly barrier-free services continue to be upgraded to provide convenient services for elderly passengers.

航班正常水平稳步提升。民航各单位加大新技术应用，强化协同运行，不断提升航班运行效率。2024 年全国航班正常率为 87.1%，连续七年达到 80% 以上，24 小时以内的临时取消航班比例稳定在 1%左右。

The normal level of flights has steadily improved. All civil aviation units have increased the application of new technologies, strengthened coordinated operations, and continuously improved flight operation efficiency. In 2024, the national flight regularity rate will be 87.1%, reaching more than 80% for seven consecutive years, and the proportion of temporary cancellations within 24 hours will be stable at around 1%.

旅客航空出行更加便捷。民航持续推进“国内通程航班服务管理平台”和“民航中转旅客服务平台”功能升级，截至2024 年底，累计完成国内通程航班备案6.65万班，保障通程航班服务旅客126万人次；民航局和国铁集团签署了战略合作协议，截至2024年底，全国共有22个机场与火车站实现了硬件基础设施联通，6家航空公司实现与铁路 12306平台系统对接；持续优化“易安检”运行模式，截至2024年底，全国41家千万级机场共开通“易安检”专用通道115条；鼓励航空公司、机场构建航空快线，2024年日均单向航班量超过12班的国内航空快线共计72条；提升宠物运输服务水平，为携带宠物的旅客提供便利；各机场积极提升旅客出行效率，28家千万级机场缩短对外公布截载时间5分钟以上。

Air travel has become more convenient for passengers. Civil aviation has continuously advanced the functional upgrades of the "Domestic Through-Flight Service Management Platform" and the "Civil Aviation Transfer Passenger Service Platform." As of the end of 2024, a cumulative total of 66,500 domestic through-flight routes had been registered, serving 1.26 million passengers on through-flight services. The CAAC and China State Railway Group signed a strategic cooperation agreement. By the end of 2024, 22 airports nationwide had achieved physical infrastructure connectivity with railway stations, and six airlines had achieved system integration with the 12306 railway platform. The operational model of the "Easy Security Check" program has been continuously optimized. As of the end of 2024, 115 dedicated "Easy Security Check" lanes had been opened across 41 airports with annual passenger throughput exceeding 10 million. Airlines and airports have been encouraged to establish air express routes. In 2024, there were 72 domestic air express routes with an average of more than 12 one-way flights per day. Pet transport services have been improved to provide convenience for passengers traveling with pets. Airports have actively enhanced passenger travel efficiency, with 28 airports with annual throughput exceeding 10 million reducing their publicly announced check-in cutoff times by more than five minutes.

服务难点问题逐步改善。深入推进“三超”行李进客舱专项治理行动，全年累计管控“三超”行李近300万件；各单位积极规范行李运输操作流程，有效降低托运行李破损率；进一步规范平台内航空销售代理人的经营行为，督促各平台提升规范化水平。

Difficult service problems have been gradually improved. In-depth promotion of the special treatment of "three excess" luggage entering the cabin, and a total of nearly 3 million pieces of "three excess" luggage were controlled throughout the year; All units actively standardize baggage transportation operation procedures to effectively reduce the damage rate of checked baggage; Further standardize the business behavior of aviation sales agents in the platform, and urge each platform to improve the standardization level.

服务管理能力持续增强。民航局持续推进公共航空运输旅客服务质量管理体系建设工作，开展千万级航空公司和机场的服务质量管理体系检查评估工作，优化投诉管理和考核机制，对旅客诉求进行精准分类和深入分析，通过一个问题，解决一类问题。

Service management capabilities continue to enhance. CAAC continues to promote the construction of public air transport passenger service quality management system, carry out inspection and evaluation of service quality management systems of tens of millions of airlines and airports, optimize complaint management and assessment mechanisms, accurately classify and deeply analyze passenger demands, and solve a kind of problems through one problem.

据了解，2024年“民航服务提质增效年”主题活动各项任务虽然取得较好成效，但同时也存在一些问题和不足。民航局要求各单位认真总结前期工作经验，不断创新服务产品、优化服务流程、防控服务风险，持续提升民航服务水平。

It is understood that although various tasks of the 2024 "Year of Civil Aviation Service Quality and Efficiency Improvement" theme activities have achieved good results, there are also some problems and deficiencies. CAAC requires all units to conscientiously sum up their previous work experience, constantly innovate service products, optimize service processes, prevent and control service risks, and continuously improve civil aviation service levels.