Recently, CAAC issued the Guidance Opinion on Further Improving Civil Aviation Service Quality (hereinafter referred to as Guidance Opinion). The Guidance Opinion is the first guiding document offering comprehensive instructions in civil aviation service, which puts forward general requirements, major tasks and support measures for further improving civil aviation service in the current and future periods.

The Guidance Opinion proposes six major tasks for civil aviation service, namely, improving the systems of regulations and standards, strengthening flight regularity management, standardizing basic service, vigorously advancing service innovation, upgrading corporate internal control mechanism and enhancing service supervision and management. In accordance with the six main tasks, priorities shall be given to improving civil aviation service management regulation system and quality standards; continuously doing a good job in flight regularity and refining flight regularity management system; standardizing ticketing service, improving service for baggage transport and passenger complaint handling, and optimizing the service during flight delays; improving customized service and catering service and offering better service experience for passengers; upgrading comprehensive service quality management capabilities for enterprises and building a strong brand image in service for Chinese civil aviation enterprises; enhancing oversight of government service, improving self-discipline of the industry, and urging the industry to build a service credit system in order to constantly improve their quality of service.