According to the Civil Aviation Administration’s... 2023 The notice on the thematic event “Civil Aviation Services Support Industry Recovery Year” requires, BGS The Station Operations Department and the Aircraft Maintenance Department strictly implement the relevant work requirements of the Group Company. They take thematic activities as an important guide for their year-round service efforts, adhere to the principle of "people-centeredness," integrate the concept of sincere service into every stage of service support, continuously innovate service offerings, and contribute to market recovery and high-quality development of civil aviation, thereby providing passengers with even better ground services.

Strengthen safeguards and optimize operational processes.

As the number of flights gradually returns to normal, flight support operations are also stabilizing. To ensure the overall operational efficiency of the apron and maintenance departments, provide swift support for frontline operational staff, and effectively manage service quality, we have systematically compiled and organized relevant materials from various airlines, creating airline service project files. Based on the specific service items required by each airline, these airline files are categorized into customer agreements, airline manuals, service notices, and incident investigations. 4 A module. After the modules are divided, more accurate and differentiated standards can be provided to frontline positions, enhancing operational efficiency and improving service quality.

Enhance service awareness and focus on the service guarantee chain.

We are piloting an integrated baggage handling service—“Baggage Integration”—and gradually solidifying the latest operational procedures at baggage handling sites. Currently, we have revised the operational procedures following the implementation of “Baggage Integration,” with a particular emphasis on expanding the content related to aircraft loading and unloading as well as baggage handling operations. The revised procedures now include detailed job responsibilities for baggage loading and unloading, operational standards, baggage transportation protocols, and specific guidelines for handling special types of luggage. In terms of baggage information transmission, the training division has developed instructional materials that focus on explaining to employees their job responsibilities, work processes, fundamental knowledge, system operations, and relevant case studies. At the same time, we place particular emphasis on clarifying the specific workflows involved in each stage of the process—from the moment a flight arrives or departs until the information is released. This ensures the accuracy and efficiency of information dissemination.

Stacked service measures for a seamless ferry experience.

To enhance the quality of shuttle bus services for passengers, although the duration of a passenger’s ride on the shuttle bus is brief, it subtly influences passengers’ emotions upon arrival and departure. In terms of voice announcements, we’ve specially upgraded the shuttle bus voice announcement system. Taking into account the different characteristics of electric vehicles and fuel-powered vehicles, we’ve meticulously adjusted the content, frequency, and volume of the voice announcements, ensuring that passengers feel cared for, looked after, and emotionally supported—thereby enhancing their overall travel experience. Staff members follow the operational manual’s guidelines for voice announcement usage, delivering announcements at key moments such as before and after passengers board or disembark, during the journey, and upon arrival at the destination. This ensures that passengers receive timely notifications even during extended waiting periods, helping to prevent complaints arising from some passengers’ lack of clarity about the driving rules within the premises.

Finger-Pointing and Verbalization Method: Standardizing Safe Operations

The department is actively exploring the feasibility of implementing the “finger-pointing and verbalizing” method at various operational posts. By aligning with the operational requirements outlined in the standard operating manuals, we have developed instructional video materials that clearly define the key points to be emphasized in operations such as cargo loading and unloading, docking of specialized vehicles, baggage handling, and route support services. These videos will serve as training and refresher materials for employees at all posts. For instance, procedures like verifying保障 information, inspecting vehicles, conducting functional tests, and maintaining proper docking distances are all performed using the “finger-pointing and verbalizing” method, ensuring that eyes, hands, mouth, and mind are fully engaged—thus guaranteeing that no steps are skipped or omitted during the operational process. We are continuously fostering a safety-conscious culture among frontline operators at all posts, helping each employee develop a solid work ethic and standardized operational practices.

Serving the people and gauging their needs embodies the relentless pursuit of “civil aviation for the people.” BGS Taking the “Civil Aviation Services Support Industry Recovery Year” as an opportunity, we will continue to maintain our vigorous and enterprising momentum, placing high-level operations and high-quality development in an even more prominent position, and contributing to the company’s recovery and growth.