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贵阳龙洞堡国际机场旅客服务承诺
2013-05-31  
 
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贵阳龙洞堡国际机场旅客服务承诺

Passenger services commitment of GuiYang Longdongbao International Airport

  为充分展示“多彩贵州、美丽空港”新形象,向广大旅客提供安全、便捷、舒适的航空运输服务,依据《中华人民共和国民用航空法》、《民用机场管理条例》等法律法规和行业标准,现公布《贵阳龙洞堡国际机场旅客服务承诺》,欢迎社会各界和广大旅客监督。

  For the full display new image of "colorful guizhou, charming airport", provide safe, convenient and comfortable air transportation services to our passengers. Based on the 《Civil Aviation law of the People's Republic of China》, 《Civil Airports Management Regulation》 and other laws and regulations and industry standards, now we promulgate “Passenger services commitment of GuiYang Longdongbao International Airport” , sincerely accept supervision from the public.

 

序号

No.

服务环节

Service links

承诺内容Commitment contents

1

 

办理乘机手续Check-in

(1号、2号航站楼)

Terminal 1&2

 

国际航班旅客排队等候时间<10分钟。

Queuing and processing time less than 10 minutes for international  passenger.

国内航班两舱(头等舱、公务舱)旅客排队等候时间< 5分钟,普通舱旅客<10分钟。

Queuing and processing time less than 5 minutes for first class and business class(domestic flight), less than 10 minutes for  economy class(domestic flight).

团队旅客按特约服务承诺办理。

Team passengers check-in would according to the special service commitment.

2

安全检查

Security check

(1号、2号航站楼)

Terminal 1&2

国际航班旅客安全检查排队等候时间<8分钟;

Queuing time less than 8 minutes for international passengers.

国内航班旅客安全检查排队等候时间<10分钟。

Queuing time less than 10 minutes for domestic passengers.

 

3

行李交付

Baggage Claim

(1号、2号航站楼)

Terminal 1&2

 

进港航班第一件行李在旅客到达行李提取处15分钟内交付,最后一件行李在40分钟内交付,头等舱、公务舱行李优先交付,不正常行李办理相关报告单据每单不超过20分钟。

The first pieces of baggage for incoming flight will be delivered within 15 minutes at the time of passengers arriving at the baggage claim area,the last on within 40 minutes. Baggage for first class and business class have the priority. Dealing with abnormal baggage less than 20 minutes.

4

投诉咨询

Complaints and Inquiries

 

投诉电话在航站楼内显著位置予以公示,24小时受理旅客投诉;接到旅客投诉,1个工作日内与旅客联系,5个工作日内反馈处理结果。

机场24小时服务热线:0851-96967

Complaints call number is publicized in a prominent position in the terminal, 24 Hours Complaints Processing. Initial contact within 1 working day, Solution Feedback within 5 working days after the receipt of the complaint.

24H services hotline:0851-96967

5

航班延误服务

Flight Delay Service

遇本场特殊天气,机场和航空公司通过多种信息渠道及时将气象部门发布的异常天气预报告知旅客。航班取消或延误,机场和航空公司及时发布信息,并提供相关服务。航班延误超过30分钟,机场和航空公司向旅客发布航班动态信息,且每30分钟更新发布一次,信息内容包括航班延误原因和计划起飞时间。

During severe weather, airport and airlines will timely announce weather forecast issued by meteorological stations through various channels. When flight is delayed or canceled, we should timely issued information, and provide related services. Information should be updated every 30m which include the delay reason and the planning departure time.

6

特色服务

Featured Services

航站楼内免费百兆无线上网服务(WiFi)。

Free of charge for internet surfing in terminal.

7

停车场实行15分钟内免收停车费,早6:30至航班结束提供航站楼至夜间停车场免费摆渡车服务,车辆进出停车场等待时间<3分钟。

服务电话:0851-5499068 ,13608545558;夜间服务电话:0851-5499276

Free of charge for parking within 15 minutes, provide 24 hours shuttle service between terminal and night parking area. The waiting time of vehicle in and out of the parking lot should not more than 3 minutes.

Service line:0851-5499068,13608545558;night service line:0851-5499276.

8

为晚到旅客(指距离停止办理登记手续10分钟以内的旅客)和特殊旅客提供专用值机柜台、优先安全检查和2号航站楼内免费电瓶车送机服务。

Provide dedicated check-in counter/security check priority/free of charge shuttle transport service in terminal 2 for late passengers (refers to close the flight within 10m) and special passenger.

 

9

零售商品服务

Retailing service

商品明码标价,货签相符、醒目;按照国家统一要求提供相应发票;保证销售的商品均为正品,商品和提供的服务应符合国家相关标准;在商品不影响二次销售的情况下,凭购物有效凭证,提供7天对所购不满意商品的退换货服务(卫生、安全等有特殊要求或法律和行业规章有特别规定的商品除外)。

Commodity must be sold at expressly marked price, provide official invoice, and the commodity services we provide must accord with the requirements of relevant national laws and regulations, Under the condition of no any affect for the second sales,  customer are not satisfied with the purchased goods with effective shopping vouchers, we offer return service within 7 days.(except the commodity which has special requirements for health and safety or laws and industry regulations have special provisions )

10

餐饮服务

Catering service

菜品、服务项目明码标价;按照国家统一要求提供相应发票;餐食饮品保质保量、安全卫生;餐食饮品的品质、原材料或餐食的储存符合国家相关法律法规的要求。

Dishes and services items must be sold at expressly marked price, provide official invoice , Ensure the quality, safety and health, the storage of raw materials or food quality must accord with the requirements of relevant national laws and regulations.

11

警务服务

Police service

执勤民警严格执法、热情服务,在1号、2号航站楼范围内接到报警或求助5分钟到达现场处理。

报警电话:0851-5498110

When get the help calling Within terminal 1 and 2 ,our police must get to the scene within 5 minutes to deal with.

Urgency number:0851-5498110

12

员工服务

Staff Service

贵阳机场全体从业人员遵循首问负责制要求,100%响应旅客问询,积极帮助旅客解决问题。

机场24小时服务热线:0851-96967

All staff working at Guiyang Airport will undertake the responsibility to complete any inquiry, making 100% response to any passenger inquiry and assisting passengers in problem-solving.

24H Service line: 0851-96967

 

  声明:上述承诺均为贵阳龙洞堡国际机场在自身职责、权限和控制范围内做出的具体承诺。在不可抗力的情况下,可能会出现无法实现上述承诺内容的情形,在此情形下,贵阳龙洞堡国际机场将尽力把旅客不便降低到最小程度。

  Declaration: Above-mentioned commitments are in the scope of Guiyang longdongbao international Airport. In extreme or contingency cases, or when implementing the related emergency tasks required by the State Administration, it is possible that some of the commitments cannot be fulfilled. If in such cases, Guiyang Longdongbao International Airport will take every effective measures to minimize the inconvenience caused thereof.

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