CCTV News: On February 10, Yunnan Airport Group Co., Ltd. issued an investigation and handling notice on the rumor that "Lijiang Airport staff tear up passenger boarding passes."
In response to the rumor that "Lijiang Airport staff tear down passenger boarding passes", on February 9, Yunnan Airport Group established an investigation team to conduct a comprehensive investigation and disposal of the incident.
After investigation, on February 8, passenger Mr. Sun took a flight from Mianyang to Lijiang Airport, and planned to take a flight from Lijiang to Kunming to Hefei. When the passenger consulted the transfer process at the Lijiang Airport luggage arrival service counter, staff member Yang Moumou failed to inform the accurate process information. During the process of the passenger going to the check-in counter, Rao Moumou, check-in at the No. 14 counter, printed the boarding pass for the passenger without carefully identifying the flight information. After discovering the wrong operation, he tore off the boarding pass in person and canceled the passenger's check-in information in the system, and asked the passenger to go to the No. 12 counter to go through the check-in procedures again. None of the operations were explained to the passenger. Subsequently, the airport check-in sequencer guided the passengers to go through the check-in procedures in a timely manner. The duty manager apologized to the passengers on the spot and accompanied him to the boarding gate to board the plane.
According to the survey, the transfer signs at Lijiang Airport were not clear, and during the passenger consultation and check-in, the relevant staff had problems such as indifferent attitude, inappropriate language, and wrong work. Yunnan Airport Group made the following handling: criticize the main person in charge of Lijiang Airport and the airport's duty leaders on the same day, and warn the deputy general manager of Lijiang Airport's in charge of transportation services and the heads of Lijiang Airport's ground service department, safety service management department, and terminal area management department, and wait for the staff involved Yang Moumou and Rao Moumou to be dealt with. Lijiang Airport was instructed to conduct a comprehensive investigation and rectification of terminal signs and service processes, and effectively improve the airport service quality, employee service awareness and business skills.
In the next step, Yunnan Airport Group will learn from it and continuously improve service quality. Thank you to the passengers and all sectors of society for their supervision and concern.
