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东航推广“智慧出行”旅客和航空公司“双赢”
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Topic: 东航推广“智慧出行”旅客和航空公司“双赢” (Read 56 times)
Maria122
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东航推广“智慧出行”旅客和航空公司“双赢”
June 06, 2017, 06:09:29 PM
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原标题:东航推广“智慧出行”旅客和航空公司“双赢”
齐鲁晚报讯 从2017年6月6日开始,东航开始在上海浦东机场T1、上海虹桥机场T2、西安机场、昆明机场、南京机场、青岛机场、太原机场的东航、上航国内始发航班上(除西藏、新疆航线)推广全面自助值机模式,这个服务模式有一个漂亮的名字——“智慧出行”。
随着网络科技、移动互联技术的迅猛发展,深刻影响着现代人的出行乘机体验。旅客到达机场后,排队到人工柜台办理登机牌,不再是唯一的选择。事实上,东航通过一系列的流程改造和系统完善,能够为旅客登机成行提供6种方式的自助值机选择。旅客在到达机场前,即可以通过官网、微信、手机APP客户端等自助渠道办理值机,优先选择心仪座位;或者在机场直接选择CUSS机(机场自助值机设备)办理,不用排队也可以拿到登机牌。据统计,旅客通过人工柜台拿到登机牌平均要花6分钟,而通过自助值机设备办理,这一时间缩短到6秒钟。目前,东航上海虹桥T2候机楼有35台自助值机设备,浦东T1候机楼有76台,东航2016年的国内自助值机率均值已达62.81%,居于行业领先水平。
这次“智慧出行”地面服务的推广就是在“自助值机”高度便捷、旅客自助化值机意识提高、自助值机比例逐年上升的基础上,进行新的延伸。“没有行李的旅客通过多种自助手段拿到登机牌后,省去了排队时间;而有行李托运的旅客,东航引导旅客先通过自助值机拿到登机牌,再去人工柜台办理托运”,东航工作人员介绍说:“这样一来,有托运行李和没有行李的旅客有效分流,东航的人工柜台就能专门为旅客办理行李托运服务,办理时间、办理效率都上去了,托运行李旅客的排队时间也会缩短,这是一个旅客和航空公司双赢的结果”。事实上,早在2015年下半年,东航就在筹备这种全面自助值机模式,在上海虹桥、浦东两场以及青岛、宁波机场等机场开展试运行,派出地面工作人员引导旅客熟悉这种服务模式。正式推广以后,东航为了让旅客了解和熟悉,仍将安排专门的地面服务人员进行现场引导、协助旅客进行各种自助操作。
值得一提的是,东航同时设有“爱心柜台”和“特殊航班柜台”,像以往一样,这些人工柜台兼顾登机牌办理和行李托运办理功能,不熟悉自助值机的旅客、西藏和新疆航线旅客以及老年旅客、行动不便的旅客和儿童旅客依然可以按照以往的模式进行办理。同时,东航继续保留白金卡、头等舱、公务舱、金卡、银卡旅客的专属柜台服务功能。
据介绍,从2017年9月1日起,这种全面自助值机模式将继续推广至武汉机场、南昌机场、宁波机场、合肥机场、兰州机场、成都机场、北京机场和广州机场的东航上航所有国内航线(除西藏、新疆航线)。东航工作人员还介绍说,自助化是航空服务的发展趋势,目前欧美主要航空已普遍采用旅客先自助办理登机牌,后在人工柜台托运行李的模式。东航推广这种服务模式,“智慧出行”正在改变着航空出行习惯,节省时间和优化服务,旅客和航空公司都是受益者。
延伸阅读:东航6种自助值机方式
1.CUSS机(机场自助值机设备)值机使用CUSS值机的旅客无需在机场自己柜台排队等候,旅客可以通过订票证件在自助值机设备获得相关航班信息,并根据屏幕提示操作选择座位、确认座位并最终成功办理登机牌。整个过程由旅客自己操作,缩短值机排队等待时间。
2.东航官网值机旅客登录中国东方航空官网,进入自助服务页面,点办理值机即可进行网上自助值机操作。
3.微信值机只要您关注了“中国东方航空”的微信公众号,进入“航班服务-—办理登机牌”就可以通过微信值机办理乘机手续了。
4.东方航空APP值机下载中国东方航空APP,选择“值机选座”,即可通过APP自助办理值机。
5.手机M网站值机登录,选择“办理登机牌”,根据提示输入相关信息就能办理登机牌啦!
6.免费短信值机您还可以选择免费短信服务进行值机。发送“?”或直接发送“12”至95530办理值机,然后根据提示短信回复相关信息就搞定啦!目前,短信值机业务只适用于单个成人旅客办理非中转和非代码共享的国内航班。如果临时出状况短信值机后需要取消?可以根据短信提示回复验证码“XX35014”即可取消。
备注:东航官网值机、微信值机、东方航空APP值机、手机M网站值机、免费短信值机暂时只支持中国内地及部分国际/地区航班登机牌办理。
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