Passengers have elected Air China and Hainan Airlines as the
best carriers on the mainland last year.
And they chose Chengdu, Shenzhen, Shanghai Pudong, Xiamen and
Dalian as the "most satisfying airports", giving them the gold
prizes.
Conducted by the Customer Working Committee of China Association
of Civil Aviation, the poll covered about 60,000 passengers.
Passengers were asked to choose the nine biggest airlines by the
number of passengers they carried and 34 airports that handled at
least 1 million passengers.
"In general, the passengers gave a higher score to China's civil
aviation industry than in 2005," Committee Director Liu Yimei at a
press conference in Beijing yesterday. The overall customer
satisfaction index for last year was 74, an increase of 2.2 points
over 2005.
Most of the respondents spoke highly of the carriers' air
attendance service, which got 82.7 points.
But they were not satisfied with the way the airlines handled
flight delays, giving it only 75.5 points. The respondents hoped
the airlines improved communication with their passengers,
especially when flights were delayed.
They wanted the airlines to improve the quality of on-flight
food and drinks, and fasten their check-in process, too. Most of
the passengers, however, praised the attitude of the airport staff
and the check-in service.
The most wanted improvement in airports was addition of more
entertainment centers. They hoped to see improvements in the
transport system in and outside airports, guide signs in terminals
and the environment.
(China Daily February 2, 2007)