Customer service warms travelers’ hearts
Writer: Zhang Yu, Lai Huijun | Editor: Holly Wang | From: Shenzhen Daily | Updated: 2021-02-07
Zhang Jiyun, sitting on a designated airport wheelchair, is accompanied by a staff member of Shenzhen Bao’an International Airport at the airport Tuesday.Zhang Yanyan
The Shenzhen Bao’an International Airport has provided enhanced services to facilitate special passengers’ check-in procedures during the Spring Festival travel rush, especially for those who are old, weak, sick, disabled or pregnant, Shenzhen Evening News reported.
Zhang Jiyun, 63, is one of the passengers who has experienced the special services offered by the airport. Zhang, who is wheelchair-bound, boarded a flight from Shenzhen to Guiyang City of Guizhou Province with his son Zhang Yang on Tuesday.
Under the guidance of the airport staff, it took around 20 minutes for the father and son to complete the check-in procedure, from entering the terminal building to arriving at the boarding gate.
As Zhang’s wheelchair couldn’t enter the cabin and needed to be checked, they were led to a customer service counter by the airport staff.
After filling in the information including their flight number, departure time and special service types, Zhang was transferred to an airport wheelchair and escorted by staff to the security lane for passengers with special needs.
According to Dong Haibin, an employee with the airport, the customer service counter is a one-stop check-in counter for passengers with special needs, covering seniors over 60, unaccompanied children and wheelchair-bound passengers.
Those who need extra assistance at the airport can either make a reservation on the airport’s miniprogram “深圳机场”(“shenzhenjichang”) or on site at the airport.
This is Dong’s third year of working during the Spring Festival travel rush. “Whenever I see elderly passengers in need of help, I will think of my own parents. Therefore I will show more compassion to those passengers,” Dong told the News.
According to Dong, the counter has provided services for more than 200 passengers since the Spring Festival travel rush kicked off Jan. 28 this year.