Hainan Airlines Unveils "Care More"Service Improvements for Passengers in Need of Special Assistance
In recent days Hainan airlines has unveiled a series of Care More service improvements targeting passengers with babies, pregnant women, disabled passengers, elderly passengers, children as well as other passengers in need of special attention and equipment. Passengers can go to Hainan airlines' website or call 950718-3, a hotline specifically for such passengers to apply for what is domestically the most meticulous and considerate service for passengers in need of special assistance.
In order to offer passengers in need of special assistance services more closely in line with their needs, Hainan Airlines conducted in-depth research into their physiological and psychological characteristics as well as their service needs and created a full-spectrum of services tailor-made for them.
In regards to passengers with restrictions on their activities like pregnant women, the elderly, children, and vision, hearing, or speech-impaired passengers, the airline provides custom-made individualized point-to-point flight accompaniment services. All services provided to each passenger are exclusive. In order to ensure that passengers with special needs can easily and efficiently apply, the cut-off time to apply for wheel chair service has been changed to just 24 hours before flight takeoff, and the cut-off time for stretcher service has been changed to 48 hours before takeoff.
In accordance with the needs of pregnant women and infants, all kinds of infant and maternal services have been added to the flight service. The cut-off time to apply for special services for pregnant women between 32 and 36 weeks has been reduced to 60 minutes before flight takeoff. The cut-off time to apply for cradles has been reduced to 24 hours before the flight. These new services will allow passengers to experience real pleasure and care while traveling.
Hainan Airlines' series of Care More services has been improved over similar services in the following six ways: the broad scope of what is included in the category of passengers with special needs, the convenience, ease, and efficiency of the application process, the way in which special treatment is handled, the diversity and abundance of the services, the fluidity of information flow, and the timeliness in which particular circumstances are handled. In order to ensure the feasibility, practicality and proper implementation of each service, Hainan Airlines has invited professional trainers to carryout training to teach service processes for helping passengers in need of special servicesthroughout the entire company, and to teach related etiquette, psychology, and other specialized training in order to help staff to understand the characteristics of passengers with special needs and to master the skills and methods needed to communicate easily with these passengers.
Services for passengers in need of special assistance have already reached an advanced level internationally, but domestically related services are somewhat behind. Hainan Airlines' "Care More" series of programs is fully in line with international standards and is a solid step forward towards the internationalization of Chinese airlines. Through the approach of asking more questions, observing more, and providing more seamless service, Hainan Airlines paysattention to and satisfies deep level needs and changes passengers' expectations, thereby embodying Hainan Airlines' universal kind-hearted "smile" service spirit. Out of every "do something for someone else" the company's spirit of social responsibility and values are reflected.
Hainan Airlines Company Limited