In recent months, BGS has received joyful news from numerous airline clients one after another. Thanks to its professional support and high-quality services, in 2024, BGS helped Emirates’ Beijing hub top the global rankings for on-time performance among all airport terminals, assisted Japan Airlines’ Beijing hub secure first place in China in the DVS global ranking for non-Japanese passenger services, and continuously boosted the service scores and passenger satisfaction levels at Cathay Pacific and Singapore Airlines’ Beijing hubs. This impressive track record is inseparable from BGS’s relentless pursuit of excellence and efficient collaboration across all operational segments. Among these, the check-in service—acting as the “first point of contact” for passengers embarking on their journeys—is undoubtedly a solid foundation and a critical component underpinning these outstanding achievements.

As of the end of September, BGS had provided check-in services for 21 airlines at the Capital Airport. For a long time, the Passenger Services Department has been focusing on the travel needs of passengers from the capital and the personalized service requirements of airline customers, continuously deepening the development of the “National Gateway Ground Services” brand. We have consistently focused on refining service details and cultivating the check-in business in depth. Through a series of meticulous measures, we have steadily enhanced the quality of our check-in services.

Targeted and more efficient.

As the first step in a passenger’s travel journey, check-in service hinges on efficiency—this efficiency is also the benchmark by which passengers measure the professionalism of the service. Since the beginning of this year, Capital Airport has been focusing on enhancing the efficiency of check-in procedures and actively promoting special initiatives aimed at improving check-in services. The BGS check-in team has zeroed in on the “bottlenecks” in the service process, precisely identifying passenger needs and optimizing key operational measures to ensure that the entire check-in process runs smoothly and efficiently. By transforming potential “bottlenecks” into “focus points” that highlight the warmth and attentiveness of our service, we are elevating the overall passenger experience.

In the face of peak passenger traffic or large numbers of travelers arriving simultaneously, the check-in team implements “precise zoning and proactive分流.” Each shift arranges self-service check-in guides to be on-site ahead of time, based on the specific circumstances of the airlines they represent. To address the time-consuming verification of visa documents, the team moves the service checkpoint forward, conducting document checks during the queuing process—thereby effectively reducing the time required at the counter. Passengers who have completed online check-in, those traveling in standard economy class, and those eligible for self-service check-in are reasonably diverted, and counter resources are allocated scientifically to shorten waiting times for passengers in all cabin classes. For passengers with a large amount of luggage, underutilized counters are repurposed as baggage-sorting areas to maintain order in the check-in zone. At the same time, a team leader coordination mechanism has been established, and staggered peak-hour check-in plans are implemented to relieve pressure on the counters.

Travel patterns vary throughout the year, with distinct peaks such as family trips during winter and summer vacations, a surge of international students during the start of the academic year, and other travel surges driven by visits to relatives or participation in sporting events. Check-in staff precisely identify the diverse needs of different types of travelers—from customized service initiatives to a warm greeting—ensuring that our services truly resonate with passengers’ hearts. During the recently concluded summer travel season, the number of study-trip travelers saw a significant increase. In response to large study groups with wide age ranges, BGS specially set up “Dedicated Check-in Counters for Study Groups,” enabling rapid age-based sorting to reduce queuing time. We also created exclusive “Xiao Fu” luggage tags, making it easier to uniformly identify and retrieve checked baggage, thereby enhancing overall travel efficiency and ensuring peace of mind for teachers, happiness for students, and reassurance for parents.

Cultivate both inner and outer qualities for enhanced capabilities.

The continuous improvement of check-in efficiency and passenger satisfaction relies not only on process optimization but also, more fundamentally, on the check-in team’s self-improvement and capability enhancement—from the surface to the core—steadily strengthening the soft power of our service in subtle yet profound ways.

An employee’s professional image is the very first “business card” for check-in services. To strengthen image management, the Passenger Services Department has developed visual guidelines covering everything from makeup and hairstyles to clothing details. It also organizes internal team exchanges and collaborative sharing sessions with airlines, and has appointed “Image Ambassadors” to ensure that staff present themselves in a more standardized and attractive manner, earning the “first impression of trust” from both airlines and passengers and making their professionalism visibly evident. Building on this foundation, the department focuses on addressing skill gaps by collecting real-world challenges encountered by frontline staff in their daily work. Trainers then concentrate on resolving these issues through targeted training sessions, enhancing the relevance and effectiveness of the training programs. In response to the specific needs of international airline operations, the department offers specialized training in English-language situational dialogues and standard scripts. Moreover, to accommodate the varying skill levels among new employees, the department has established a “one-to-one mentorship” pairing system to accelerate the development of new staff members’ operational capabilities.

As the “first stop” for travelers, check-in staff face numerous “emergencies” every day: flight delays, missed connections, unexpected requests, visa issues, forgotten documents... Amidst this endless stream of unforeseen situations, check-in agents have become the “all-purpose” heroes in the eyes of passengers. “No single day in check-in work is ever truly uneventful—there’s always some unexpected ‘episode’ waiting to happen, much like opening a blind box—you just never know how many times it’ll pop up,” says one seemingly lighthearted joke that captures their daily reality.

To this end, the Passenger Transport Department has been continuously strengthening its emergency response capabilities for unexpected incidents. Through scenario simulations and training on contingency plans, the department promotes the seamless integration of standardized procedures with human-centered service, enabling staff to respond flexibly and effectively resolve conflicts even in complex situations. More importantly, a genuine commitment to serving others—deeply rooted in the hearts of our employees—gives our services greater warmth and strength. For example, on February 16, at the jet bridge connection point of flight CX335, employee Holly Min noticed a small steep slope. Promptly, she proactively reminded every boarding passenger, “Please watch your step and pay attention to your safety.” This simple yet heartfelt reminder made each departing traveler feel the warmth and care they received from Capital Airport. On August 3, a student in a study tour group of 42 people was unable to check in because of an error in their visa and passport number. Employee Li Jinjing, drawing on her wealth of experience, immediately found a solution for the traveler. “It took her only 15 minutes to coordinate everything for us—she truly deserves our deepest gratitude!” Her professional, timely, and considerate assistance ensured that the travelers could enjoy a smooth, convenient, and delightful journey.

Every act of thoughtful assistance and every sincere conversation goes beyond the call of duty, spreading warmth throughout the world and leaving an unforgettable memory in the hearts of travelers. As of now in 2025, the check-in team has received a total of 260 letters of praise from both passengers and airlines. Each word, carefully chosen, is not only the sincerest expression of gratitude but also a vivid embodiment of the check-in team’s commitment to “sincerity and simplicity.”

Deep cultivation and meticulous work make the brand even “better.”

BGS Each airline client served by the agency has its own unique positioning and culture. While meeting basic service standards, the check-in team is committed to creating personalized service experiences tailored to different airlines, thereby further enhancing the core competitiveness of the “National Gateway Ground Services” brand.

Each work team precisely aligns with the differentiated needs of airlines, thoroughly understands and adheres to the service philosophies of various airlines, and provides tailored services—a “bespoke” service model—that consistently helps airlines improve their evaluation scores. This approach has enabled “National Gate Ground Services” to establish a brand image that is professional, high-quality, and reliable. Building on its wealth of service experience, BGS is actively exploring the development of more targeted service offerings such as “Worry-Free Travel for Children” and “Study Tour Groups,” attracting more airline partners and delivering warmer, more personalized service to passengers, thereby truly strengthening the BGS service brand.

In the future, the BGS check-in team will continue to forge ahead with unwavering determination, paving the way for passengers’ warm journeys with every smile, every greeting, and every professional service. We’ll be by your side all the way, striving relentlessly toward excellence.