“It is precisely because of employees like her—professional and meticulous—that the airline has consistently maintained high-quality flight operations and passenger services.” Recently, BGS Once again, we’ve received a letter of commendation from the airline, which highly recognizes and praises Li Yan, an employee of the check-in team in the Passenger Services Department, for the excellent service she provided to elderly passengers.

During the flight check-in process, Li Yan noticed an elderly passenger carrying numerous checked bags and looking visibly anxious. Seeing this, Li Yan proactively stepped forward to ask what was wrong. She learned that the passenger and his family were traveling abroad for the first time, had a large number of checked bags, and were unfamiliar with the baggage regulations as well as the procedures for boarding and clearing customs. Fully aware of the passenger’s advanced age and his first-time experience abroad, Li Yan patiently reassured him, calmly soothing his anxiety. She answered each of his questions carefully and thoroughly, and during the check-in process, she explained in detail which items were prohibited in checked luggage. After completing the check-in procedures, Li Yan thoughtfully guided the passenger along the precise route to the departure gate and helped him scan the QR code to pre-fill the customs declaration form. Throughout the entire service, the passenger and his family felt warmly welcomed and supported. Upon arrival at their destination, they wrote a letter of praise to the airline.

Employees like Li Yan, who seamlessly integrate genuine and heartfelt service with their daily work and provide passengers with personalized, human-centered services, are not uncommon. BGS A single case. As the first “double holiday” following the adjustment of epidemic prevention and control policies, BGS Guaranteed 3634 Flight after flight, serving passengers 19 Ten thousand passenger trips, under intense operational and support pressure, BGS With meticulous deployment and coordinated planning, we ensure that service quality remains fully intact during peak travel periods—just the Passenger Transport Department alone... 8 Harvest within three days 13 Issue a letter of commendation. The phrase “Seeing genuine care everywhere, at all times” tests not only the professional competence of individual employees but, more importantly, their management philosophy. BGS Continuously focusing on the diverse needs of various traveler groups, and building upon the implementation of the “Five Abundances and Nine Concerns” principle, we are constantly exploring ways to better demonstrate humanistic care in every detail. In response to peak travel periods during holidays, we are launching six heartwarming service initiatives:

Be more attentive—during peak hours, set up additional guidance and assistance stations, and assign experienced supervisors or staff members wearing sashes to patiently answer passengers’ questions about air travel. At the boarding gates, enhance service and guidance for special passengers such as the elderly, the infirm, the sick, the disabled, and pregnant women, and organize priority boarding for these passengers.

Greater Concern—Launching a First-Time Passenger Phone Registration Service. For passengers flying for the first time, during check-in, the check-in staff will note the passenger’s contact information in the departure system, ensuring that they can be promptly contacted when needed during the subsequent boarding process, thus providing a thoughtful and attentive service experience for first-time flyers.

More thoughtful—adding broadcast greetings during specific holidays. For passengers arriving at the port, we’ll include festive greetings in the broadcast messages, allowing travelers to feel the joy and warmth of the holiday season.

More efficient—providing advance team-based reservation services for passenger check-in procedures. BGS Given the increase in travelers from international flight groups during the holiday period and their tendency to arrive at the counters in concentrated waves, we will proactively contact travel agencies, coordinate team arrival times at the airport, stagger peak periods for boarding, and effectively distribute group passengers to relieve pressure on flight operations and passenger queues.

More Human—Establishing a Drawing Area for Unaccompanied Children. A drawing area has been set up specifically for unaccompanied children who need to wait for long periods at the airport or while waiting for their escorts to pick them up, helping to ease children’s anxiety during the waiting time and enhancing parents’ satisfaction.

Warmer—During special holidays, we’ll introduce special meal boxes in the two-cabin lounges. For example, during the Mid-Autumn Festival, we’ll collaborate with catering companies in advance to customize festive mooncake-themed meals specifically for premium passengers in the two cabins, allowing travelers to fully immerse themselves in the rich holiday atmosphere while relaxing in the VIP lounge.

Even after the successful conclusion of the dual-festival security measures, Li Yan and his colleagues have never let their guard down for a moment in their relentless commitment to safety services. Moving forward, they will continue to uphold high standards and stringent requirements, diligently honing their skills to ensure the safe and enjoyable travel experience for every passenger—so that passengers and customers can fully feel our dedication. BGS The service temperature lays a solid foundation for building the company’s service brand.