PRODUCTS AND SERVICES
We have steadily improved our service quality. Driven by customer demand, we optimised our customer
service and improved our “Global Flight Manager Program” system. In key areas such as transfer service,
food and beverage quality, luggage transport, flight delays and member services, we devised a number of
detailed solutions. With respect to product innovation, we launched an “express lounge” at Terminal 3C and
a lounge at Terminal 3D in Beijing, a Star Alliance lounge in Shanghai Pudong airport, and introduced well-
known brands to help improve the quality of food and beverages. We actively expanded the scope of self-
services with the rollout of self-service check-in machines at 123 stations domestically and overseas. Other
self-service products included security clearance with Chinese identity card, smartphone check-in, pre-check-
in with online booking, full self-service baggage check, as well as self-service flight change in the case of
widespread flight delays. We accelerated the installation of in-flight Wi-Fi networks, with 18 networked
aircraft (mainly comprising the A330 and B777 models) being deployed on key domestic and international
routes. We developed mobile applications for cabin ser
vices and conducted trial runs on the A330 fleet,
which improved our cabin service efficiency. We strongly advocated the concept of “service from the heart”,
and our cabin service has improved with our Golden Phoenix cabin crew being honoured the “Model of Our
Era”.