In order to continuously improve civil aviation services, enhance the people’ s satisfaction of and sense of gain of the civil aviation services, and promote the quality development of civil aviation, CAAC will launch a nine-month special action on building of civil aviation service quality system starting April 1 this year.

The special action aims to achieve three targets. The first is to further upgrade the flight regularity management system which focuses on operation control, airport support, traffic flow management and the evaluation system, enhance the capability of handling flight delays, and try to achieve an annual flight regularity rate of 75%, an airport clearance regularity rate of 80%, and a take-off regularity rate of 75% for originating flights at airports with over 30 million passenger traffic. The second is to further improve the capabilities of dealing with large-scale flight delays and providing relevant support so as to avoid mass disturbances which might be triggered by such delays. The third is to establish and improve a comprehensive civil aviation service management system which covers such services as flight regularity, ticketing, information, baggage, catering, passengers who need special assistance, innovation and complaints handling, and improve service management and control abilities throughout the whole process, so as to significantly reduce the annual passenger complaint rate and greatly improve passenger satisfaction.