Revealing the top service of China civil aviation VVIP： the plane will wait if the guest is 20 minutes late.

Is Zhao Baige wrong? Is there something wrong with Air China?

The plane is about to take off, but the guest is stuck in the road. It is normal for the plane to choose to wait, even for 15 to 20 minutes. So, who are these important passengers?

In fact, serving important guests well has been the task of the aviation department for many years. At the request of the Civil Aviation Administration of China, almost all airlines and airports have "VIP departments" dedicated to receiving important passengers, and strive to provide them with top-level VVIP services during several hours of flight.

As early as 1993, scaa at that time had issued "Regulations on the Transportation Services for Important Passengers on Civil Aviation Flights" (referred to as "Regulations"), which formulated detailed VIP service regulations and became a model for major airlines to follow when formulating VIP service manuals.

The airline’s perfect service

Generally speaking, the care that a guest enjoys begins from the moment he books a plane ticket. According to the Civil Aviation Administration, priority should be given to booking seats and purchasing tickets. According to some people in the aviation industry, each airline’s internal system has a long VIP list. According to the definition of the above-mentioned Regulations of the Civil Aviation Administration, if the identity of the booking person is an official at or above the provincial or ministerial level (including deputy), an officer at or above the rank of major general in the army, and an important guest such as a diplomat at the rank of minister or ambassador, the system will remind you that the guest is coming.

The day before departure, all major departure stations have to send the VIP list of the next flight to the Civil Aviation Administration, airlines, airports and all business units, among which the most worrying and core department is the airlines. For some special VIPs, the airline executives should personally greet them, and some will personally fly the plane.

When you arrive at the airport, you need someone to help you with the check-in procedures and checked baggage. In the special room of the airport VIP lounge with first-class hardware, officials at or above the provincial level will also have special tea sets. Subsequently, vehicles will pass through the inspection-free passage and deliver the passengers to the door of the engine room first. "If the guest is in a hurry, he doesn’t need to stop at the airport. He can drive the car directly from the office to the apron." A person familiar with the matter said.

For VIPs, flights with first class will fly first class, and those without first class will be given a comfortable seat by the Civil Aviation Administration.

Sometimes, the plane is about to take off, but the VIP is stuck in the road. At this time, some captains will choose to wait. "It is normal to wait for 15 to 20 minutes. We usually tell passengers that it is air traffic control. Everyone is used to the plane being late." An airline asked Wang Lu (a pseudonym), a flight attendant in the passenger department, to say.

Guest complaints are absolutely and completely effective.

At the moment when we learned that the guests were coming, a VVIP security plan had been launched, with a fine division of labor and many procedures that ordinary people could not imagine. According to the ground support manuals published by major airlines, it is not enough to transfer a plane in the best condition from the dispatching room, and the maintenance base has to conduct an in-depth physical examination of the plane. At the same time, the quality management office, which is responsible for training VIP flight attendants, will conduct pre-selection and training of crew members.

At the same time, the Civil Aviation Administration stipulates that all units should try their best to narrow the scope of confidential VIP flight dynamics. The Civil Aviation Administration also clearly stipulates that it is strictly forbidden to escort prisoners and mental patients on the flights of state councilors and vice premiers or above.

Before the flight leaves Hong Kong, the flight crew will receive a VIP preference information compiled by the airline operation cabin, and the flight attendants should be familiar with every detail that they know from various channels.

A word of thanks from an important guest is a great surprise for the flight attendants-they can get a lot of performance points. But if the guests are not satisfied, they are not the only ones who will be punished.

According to industry sources, ordinary people complain about flight attendants, and the company needs to verify the situation before seeing if it is effective, but the complaints from the guests are all effective. "If the guests are not satisfied, the entire flight cabin will be downgraded in turn." The regulations of Hainan Branch of China Southern Airlines are stricter. If anyone is criticized by the central leadership in carrying out the VIP flight, in addition to demoting the flight attendants for two years or even directly expelling them, the leaders of the unit where the flight attendants work will also be held accountable.

Bring intangible assets to airlines

As far as business is concerned, the aviation department may not want to get anything in return from these important guests, but rather consider the effects of brand and word of mouth. "Serving customers well helps to establish a brand and is an important marketing tool for airlines."

Every time the passenger flight task is completed, the flight attendant writes a summary and submits it to the cabin service department. For airlines, this report, which includes VIP evaluation and service process, is not only a practical case of flight attendant training, but also an important copy to promote their own image.

On the plane, airlines will also try to influence these important guests more and promote themselves. Because of the good interaction in the cabin, the mutual understanding between airlines and important guests will naturally extend outside the cabin, especially for some officials who are provincial and ministerial leaders. If we can win the support of local governments, airlines can naturally get a good development environment, and local government officials also hope that airlines can help local economic development.

This win-win situation also exists between airlines and the Civil Aviation Administration at a higher level. On the one hand, due to the requirements of VIP reception issued by the Civil Aviation Administration, airlines may sacrifice some economic benefits to receive VIP guests. However, on the other hand, if the VIP service is well served, various businesses will follow. Not to mention official charter flights such as the two sessions, even if public servants go abroad, the Civil Aviation Administration will try its best to consider the interests of domestic companies.

(According to Southern Weekend on January 22, 2011)