揭阳潮汕机场服务承诺

一、值机服务（Check-in）

1.国内值机（Domestic Flight）
95%旅客等候办理乘机手续时间不超过10分钟。（For 95% domestic flight passengers, the waiting time of check-in should be less than 10 minutes.）
2.国际值机（International Flight）
95%旅客等候办理乘机手续时间不超过15分钟。（For 95% international flight passengers, the waiting time of check-in should be less than 15 minutes.）

二、安检服务（Security Check）
1.候检时间（Waiting Time）
国内航班95%的旅客安全检查排队等候时间不超过10分钟，国际航班95%的旅客安检排队等候时间不超过8分钟。（For 95% domestic flight passengers, the waiting time of security check should be less than 10 minutes.For 95% international flight passengers, the waiting time of security check should be less than 8 minutes.）
2.优先安检（Priority Security Check）
为晚到而可能延误飞机的旅客、两舱旅客提供优先安检服务。（Priority security check will be provided for first class passengers, business class passengers as well as passengers who arrive late.）

三、行李运输服务（Baggage Service）
1.提取时间（Baggage Claim）
第一件行李在旅客到达行李转盘后10分钟内出现，最后一件行李应在旅客到行李转盘后30分钟内出现。（After the passengers arrive at the baggage carousel, the first baggage will be delivered within 10 minutes, while the last baggage will be delivered within 30 minutes.）
2.晚到行李（Delayed Baggage）
因承运人原因造成旅客的托运行李未与旅客同机抵达，晚到行李运抵本站后，在24小时内联系旅客达成送交协议，天气、交通等不可控因素除外。（In a case that baggage fails to deliver on time due to the carrier’s reason, the staff of the Baggage Service Department will contact the passenger and achieve a delivery agreement within 24 hours after receiving the baggage. If the delayed baggage occurs due to the uncontrollable reasons such as weather condition and air traffic control, no delivery agreement should be made with the passenger.）

四、货物运输服务（Cargo Service）
1.货物收运（Cargo Acceptance）
货物过完安全检查后，客人等候办理收运时间不超过15分钟。（For shippers, the waiting time of cargo acceptance procedure should be less than 15 minutes after the shipment goes through the security check.）
2.国内到达（Domestic Arrivals）
进港货物完成理货后，提货人在证件完备、资料正确情况下，等候办理提货手续时间不超过20分钟。（For consignees, the waiting time of delivery procedure should be less than 20 minutes after the shipment have been properly handled and consignee presents the complete and correct delivery documents.）
3.国内出港（Domestic Departures）
货运代理人办理交单手续时，每单审核、计费时间不超过5分钟。（When cargo agent submits Air Waybills, the time of checking and charging for each Air Waybill should be less than 5 minutes.）

五、候机楼设施设备（Terminal Facilities）
1.行李手推车（Trolley）
行李手推车供应充足、布局合理，便于旅客取用，可用性达99%。（The airport should provide sufficient trolleys which are placed in a convenient position for passengers and 99% of them are useable.）
2.网络服务（Network Service）
航站楼内免费无线上网服务（Wifi）。（Free Wifi should be available in the terminal building.）

六、医疗救护服务（First Aid）
 机场在每日航班运行期间，为旅客提供医疗救护服务。24小时医疗救护电话：0663-6191120。（First Aid Service should be provided for passengers when the airport is in operation.24 Hours Hotline:0663-6191120）

七、商业服务（Commercial Service）
商业价格（Commodity Price）
餐饮及零售商品明码标价，所有商品与市区同城同质同价。（The prices of every retail commodity and catering product on sale should be listed clearly. And all the commodities should be of the same quality and price with those sold in downtown area.）

八、投诉咨询服务（Inquiry & Complaint Service）
1.服务咨询（Inquiry）
机场全程提供当日航班信息查询服务，语音自动查询设立24小时服务，人工查询服务时间为06：00-当天航班结束，查询电话：0663-3933333。（The airport should provide the daily flight information inquiry service: 24 hours for automatic audio inquiry service, and the manual telephone service which is available from 06:00 a.m. to the end of last flight.Customer Service Hotline:0663-3933333.）
2.服务投诉（Complaint Service）
接到旅客投诉，1个自然日内与旅客联系，2个自然日内给予旅客处理方案。服务质量监督电话0663-3933333。（After receiving a complaint case, the Airport should contact the complaining passenger within a natural day and offer the passenger a practical solution within 2 natural days.Complaint Service Hotline:0663-3933333.）

九、不正常航班服务（Irregular Flights Service）
1.现场处理（Responses）
航班延误时，承运航空公司或机场工作人员第一时间到达值机或者候机区域，做好相关服务。（When a flight delayed, the airline staffs or airport staffs should get to the check-in counters and the waiting hall immediately, caring for the needs of passengers.）
2.天气预报（Weather Forecast）
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。（When the airport was in bad weather condition, the Airport and Airlines should inform passengers of the latest weather information which is from Meteorological department with all kinds of notifications.）
3.延误信息（Delay Announcement）
航班延误超过30分钟，航空公司向旅客发布航班延误信息，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。（If a delayed flight lasted more than 30 minutes, delay announcement should be made and updated every 30 minutes about the reason of delay and the estimated time of departure.）
4.航班动态（Flight Information）
大面积航班延误期间，机场通过航班信息显示屏、候机楼内广播等渠道，每隔30分钟向旅客发布航班动态信息及机场运行保障情况。（If there were a large number of flights delayed, the Airport should release the flight information and the airport operation situation every 30 minutes by the way of display screen and broadcast.）

十、地面交通服务（Ground Transportation Service）
1.机场快线（Airport Express）
机场快线提供安全、卫生、便捷的客运服务，市区始发班车准点率99%，严格按公布线路行驶及站点上下客。（Airport Express should provide a safe, decent and convenient service for the public. The first city bus to airport should start out on scheduled time, which gurantees that the punctuality rate would reach 99%. All the buses should strictly keep to fixed route and make sure of picking up and dropping off passengers at designated station.）
2.停车场（Parking）
停车场收费明码标价，严格按标价收费。车辆进入停车场排队等候时间不超过2分钟，出口排队车辆时间不超过8分钟。（The parking lot should mark the parking charges clearly and charge in accordance with the price list.The waiting time of entering into the parking lot should be less than 2 minutes, while getting out should be less than 8 minutes.）
3.出租车（Taxi）
出租车候车等待时间不超过15分钟（The waiting time for taxi should be less than 15 minutes.）

十一、联检服务 （Customs, Immigration and Health Quarantine Service）
1.流程时间（Procedures Duration）
常态下，每名旅客通过海关、边防、检验检疫流程总时间不超过25分钟。（In general, the total time for one passenger to go through Customs, Immigration and Health Quarantine procedures should be less than 25 minutes.）
2.出入境时间（Waiting Time of Immigration Inspection）
在正常情况下，95%的旅客等候办理出入境手续时间不超过25分钟。（For 95% passengers, the waiting time of Immigration Inspection should be less than 25 minutes.）
3.海关手续（Customs Service）
出境旅客3分钟内办结海关手续（需进一步查验的旅客除外），进境旅客选择“无申报通道”、无需查验的入境旅客即时办结通关手续（申报、征税和需进一步查验旅客除外）。
（Departure outbound passengers will clear the Customs formalities within 3 minutes, except for those who need a further inspection. Arrival inbound passengers can choose Nothing to Declare passage to go through the procedure directly, excluding the passengers who need to declare, be levied or be further inspected.）

十二、关爱服务（Special Assistance）
提供无人陪伴儿童和无人陪伴老人应有的地面服务；为老、弱、病、残、孕旅客提供轮椅、协助办理乘机手续等服务。（The airport should provide the ground guidance service for the air unaccompanied children and elderly. The special assistant such as wheelchair service, boarding assistance should be offered for the elderly, the infirm, the physically-challenged and the expectant mother.）