As the service window at the nation’s first gateway, BGS There’s a dedicated service support team for special passengers. Guided by the service philosophy of “sincerity, warmth, and enthusiasm,” they boast professional and solid expertise, as well as flexible and adaptable emergency response capabilities. They ensure smooth travel experiences for special passengers and are striving to set a new benchmark for Chinese service—welcome to the Special Services Team of the Passenger Transport Department.

Tailor-made, professionally appropriate

Since its establishment, the special services team of the Passenger Transport Department has accumulated... 27 With years of experience in service assurance, they take it as their mission to deliver premium services at the nation’s gateway. They boast a wealth of successful track records in safeguarding numerous major domestic and international conferences and events, including Beijing’s “Double Olympics” security, the Belt and Road Initiative, the China-Africa Forum, and the annual Two Sessions over the years. This team has become... BGS Business card for professional concierge services. In addition to providing essential support, the Special Services Team of the Passenger Transport Department also handles ground services for passengers with mobility challenges and other special needs. The team consistently adheres to the service principles of “equality, professionalism, and moderation,” focusing on enhancing the service experience for these special passengers and tailoring personalized services to meet their unique requirements, thereby helping people with disabilities step out of their homes and travel abroad.

2022 At the beginning of the year, ensuring the success of the Beijing Winter Olympics became the top priority for the Special Services Team of the Passenger Transport Department. To better understand and embody the Olympic core spirit of “Together for a Shared Future,” just before the Winter Olympics, the Special Services Team of the Passenger Transport Department organized comprehensive training sessions for all staff, covering topics such as disability awareness, service etiquette, English language skills, and sports terminology. This training aimed to deepen employees’ understanding of the Paralympic values—“courage, determination, inspiration, and equality”—and enable them to provide more professional services with a more inclusive attitude. Furthermore, as part of the “Double Olympic” support team, the Special Services Team of the Passenger Transport Department drew upon... 2008 Building on our experience from the Beijing Olympic Games, we have strengthened proactive communication with airlines to promptly obtain detailed, differentiated information about each Winter Paralympic delegation—such as the number of personnel, their physical conditions, and seat arrangements—and have developed tailored service plans for each delegation individually. We have also clearly defined wheelchair-service standards for employees of the same gender, ensuring that passengers receive dignified and respectful service. By continuously optimizing and upgrading our service protocols, we have significantly improved the efficiency of wheelchair-assisted boarding and deplaning procedures, earning high praise from athletes across various countries. In addition, our special-services team has efficiently collaborated with the Capital Airport in optimizing and enhancing its accessibility facilities and equipment. These efforts include assessing whether check-in counter heights are suitable for wheelchair users, whether immigration通道 widths allow for easy passage, and whether there are any obstacles along passenger flow routes. From a professional perspective, we have provided valuable recommendations and suggestions aimed at delivering the most convenient and comfortable travel experience for all passengers.

During the overlapping period of multiple tasks, the special services team of the Passenger Transport Department fully demonstrated the company’s spirit of courage and commitment to excellence, successfully completing the tasks with high quality. 2022 The service and support work for the Beijing Winter Olympics this year.

Love knows no bounds; service knows no limits.

Service for elderly passengers is also a key focus of the team's daily work. It is reported that, as China's social structure undergoes changes, its population is gradually aging. 60 The population of elderly people aged over [age] has already exceeded... 2 100 million, accounting for approximately the total population. 15% On the other hand, networked and intelligent applications are experiencing explosive growth, and the digital divide poses numerous “obstacles” to the lives of older adults.

During the pandemic, domestic travelers face checks for nucleic acid test results, green health codes on the Health Code app, and compliance with local epidemic prevention policies. For international travelers, there’s also the requirement to fill out on-site forms in English—such as personal information sheets, contact details forms, and personal commitment letters. These cumbersome procedures leave elderly travelers—who may “have trouble seeing clearly, understanding instructions, or reacting quickly” and lack familiarity with electronic devices—feeling utterly overwhelmed. Recognizing the unique needs of this special group of elderly travelers, our dedicated service team has drawn on years of experience to develop and refine a set of “Five More, Nine Concerns” service standards tailored specifically for elderly passengers: “Say one extra word, offer one extra helping hand, take one extra step, spare one extra glance, and show one extra bit of consideration.” We pay close attention to “attitude, communication, eye contact, language, information, topics of conversation, adaptability, listening skills, and speed.” Based on each elderly traveler’s individual circumstances, we provide “personalized” services: If an elderly passenger doesn’t know how to use electronic devices, we’ll assist them; if they can’t fill out English forms, we’ll complete them for them; and if they can’t lift heavy luggage, we’ll carry it for them. In this way, we deliver more comprehensive, thoughtful, and direct convenience services that truly meet the needs of elderly travelers.

27 Over the past years, the Special Services Team of the Passenger Transport Department has consistently kept in mind the guiding principle of “Civil aviation serves the people.” With a spirit of understanding and inclusiveness, the team has strived to provide special passengers with diversified and personalized exclusive services. Looking ahead, the Special Services Team will continue to promote the concept of “barrier-free mindset,” contributing to the development of barrier-free environments and lending its strength from the gateway of the country to help persons with disabilities better reintegrate into and fully embrace society.