On April 12th, China Civil Airports Association, the Civil Aviation Science and Technology Research Institute of China, and China Civil Aviation News jointly released the "2023 Civil Airport Service Quality Evaluation Report," after evaluating the service quality of 106 transportation airports nationwide with annual passenger throughput exceeding 1 million (based on 2019 statistical data). Hengyang Nanyue Airport was awarded the title of "Excellent Airport in Service Quality" in the 1 to 2 million passenger category, marking its third consecutive year receiving this honor.

In recent years, Hengyang Nanyue Airport has always regarded service quality as the key to its success, earnestly implementing the service tenet of "passenger first, employees foremost," and continuously increasing the happiness index of passengers and employees.

Focusing on service indicators, in 2023, the airport achieved a normal flight release rate of 89.94%, a temporary cancellation rate of 0.59%, a bridge docking rate of 86.43%, and an average offload time of 25.16 minutes, all ranking among the top tier of airports in the province.

Deepening brand building, the airport has carried out the "Civil Aviation Service Supporting Industry Recovery Year" activity, promoting the construction of the "Happy Hunan Integration" 1+6 series service brand. Initiatives such as "Yanping Joy" have introduced 46 optimized services for special passenger groups such as first-time flyers, unaccompanied minors, and disabled passengers. The "Hengyang Noodles" project has pioneered the "cultural creation + free catering" model in the industry, providing over 400,000 free bowls of noodles to passengers over three years. The airport has been the only regional airport in the province to win the 6th CAPSE Service Innovation Award. Additionally, dedicated channels have been established for "Hunan Academicians", "Yan Zhen Talents," and "Returning Business Travelers," successfully ensuring the smooth operation of several government important events, receiving unanimous praise from leaders and passengers alike, and enhancing the reputation of the "Happy Hunan Integration" service brand.

Enhancing environmental quality, the airport has actively created a showcase for urban cultural propaganda, optimized passenger rest areas, replaced terminal information display equipment, introduced high-quality brands and merchants such as "Hengyang Good Products," "Ling Liquor," and "Aviation Gifts" for operation, and added formats such as fast food, coffee, and self-service retail, providing passengers with more diverse choices and a more comfortable and quality terminal environment.

In 2024, Hengyang Nanyue Airport will take the "Fourteenth Five-Year Plan for Special Planning for Aviation Passenger Services" as a guide, focus on passenger travel difficulties, closely monitor service data indicators, comprehensively shorten flight transfer time, continuously strengthen abnormal flight service guarantees, and improve the normal departure rate of flights. It will implement various measures to carry out the oversized luggage into the cabin special governance action, ensuring that oversized luggage overflowing at the boarding gate is promptly screened, loaded onto the aircraft, and arrives at the destination on the same flight within 8 minutes. It will innovate to meet the new demands of passengers for better travel experiences and make new contributions to the new ecology of civil aviation services to achieve "smooth flow of people and goods".

Translator: Jing