揭陽(yáng)潮汕機(jī)場(chǎng)服務(wù)承諾
一、值機(jī)服務(wù)（Check-in）
1.國(guó)內(nèi)值機(jī)（Domestic Flight）
95%旅客等候辦理乘機(jī)手續(xù)時(shí)間不超過(guò)10分鐘。（For 95% domestic flight passengers, the waiting time of check-in should be less than 10 minutes.）
2.國(guó)際值機(jī)（International Flight）
95%旅客等候辦理乘機(jī)手續(xù)時(shí)間不超過(guò)15分鐘。（For 95% international flight passengers, the waiting time of check-in should be less than 15 minutes.）
二、安檢服務(wù)（Security Check）
1.候檢時(shí)間（Waiting Time）
國(guó)內(nèi)航班95%的旅客安全檢查排隊(duì)等候時(shí)間不超過(guò)10分鐘，國(guó)際航班95%的旅客安檢排隊(duì)等候時(shí)間不超過(guò)8分鐘。（For 95% domestic flight passengers, the waiting time of security check should be less than 10 minutes.For 95% international flight passengers, the waiting time of security check should be less than 8 minutes.）
2.優(yōu)先安檢（Priority Security Check）
為晚到而可能延誤飛機(jī)的旅客、兩艙旅客提供優(yōu)先安檢服務(wù)。（Priority security check will be provided for first class passengers, business class passengers as well as passengers who arrive late.）
三、行李運(yùn)輸服務(wù)（Baggage Service）
1.提取時(shí)間（Baggage Claim）
第一件行李在旅客到達(dá)行李轉(zhuǎn)盤后10分鐘內(nèi)出現(xiàn)，最后一件行李應(yīng)在旅客到行李轉(zhuǎn)盤后30分鐘內(nèi)出現(xiàn)。（After the passengers arrive at the baggage carousel, the first baggage will be delivered within 10 minutes, while the last baggage will be delivered within 30 minutes.）
2.晚到行李（Delayed Baggage）
因承運(yùn)人原因造成旅客的托運(yùn)行李未與旅客同機(jī)抵達(dá)，晚到行李運(yùn)抵本站后，在24小時(shí)內(nèi)聯(lián)系旅客達(dá)成送交協(xié)議，天氣、交通等不可控因素除外。（In a case that baggage fails to deliver on time due to the carrier’s reason, the staff of the Baggage Service Department will contact the passenger and achieve a delivery agreement within 24 hours after receiving the baggage. If the delayed baggage occurs due to the uncontrollable reasons such as weather condition and air traffic control, no delivery agreement should be made with the passenger.）
四、貨物運(yùn)輸服務(wù)（Cargo Service）
1.貨物收運(yùn)（Cargo Acceptance）
貨物過(guò)完安全檢查后，客人等候辦理收運(yùn)時(shí)間不超過(guò)15分鐘。（For shippers, the waiting time of cargo acceptance procedure should be less than 15 minutes after the shipment goes through the security check.）
2.國(guó)內(nèi)到達(dá)（Domestic Arrivals）
進(jìn)港貨物完成理貨后，提貨人在證件完備、資料正確情況下，等候辦理提貨手續(xù)時(shí)間不超過(guò)20分鐘。（For consignees, the waiting time of delivery procedure should be less than 20 minutes after the shipment have been properly handled and consignee presents the complete and correct delivery documents.）
3.國(guó)內(nèi)出港（Domestic Departures）
貨運(yùn)代理人辦理交單手續(xù)時(shí)，每單審核、計(jì)費(fèi)時(shí)間不超過(guò)5分鐘。（When cargo agent submits Air Waybills, the time of checking and charging for each Air Waybill should be less than 5 minutes.）
五、候機(jī)樓設(shè)施設(shè)備（Terminal Facilities）
1.行李手推車（Trolley）
行李手推車供應(yīng)充足、布局合理，便于旅客取用，可用性達(dá)99%。（The airport should provide sufficient trolleys which are placed in a convenient position for passengers and 99% of them are useable.）
2.網(wǎng)絡(luò)服務(wù)（Network Service）
航站樓內(nèi)免費(fèi)無(wú)線上網(wǎng)服務(wù)（Wifi）。（Free Wifi should be available in the terminal building.）
六、醫(yī)療救護(hù)服務(wù)（First Aid）
機(jī)場(chǎng)在每日航班運(yùn)行期間，為旅客提供醫(yī)療救護(hù)服務(wù)。24小時(shí)醫(yī)療救護(hù)電話：0663-6191120。（First Aid Service should be provided for passengers when the airport is in operation.24 Hours Hotline:0663-6191120）
七、商業(yè)服務(wù)（Commercial Service）
商業(yè)價(jià)格（Commodity Price）
餐飲及零售商品明碼標(biāo)價(jià)，所有商品與市區(qū)同城同質(zhì)同價(jià)。（The prices of every retail commodity and catering product on sale should be listed clearly. And all the commodities should be of the same quality and price with those sold in downtown area.）
八、投訴咨詢服務(wù)（Inquiry & Complaint Service）
1.服務(wù)咨詢（Inquiry）
機(jī)場(chǎng)全程提供當(dāng)日航班信息查詢服務(wù)，語(yǔ)音自動(dòng)查詢?cè)O(shè)立24小時(shí)服務(wù)，人工查詢服務(wù)時(shí)間為06：00-當(dāng)天航班結(jié)束，查詢電話：0663-3933333。（The airport should provide the daily flight information inquiry service: 24 hours for automatic audio inquiry service, and the manual telephone service which is available from 06:00 a.m. to the end of last flight.Customer Service Hotline:0663-3933333.）
2.服務(wù)投訴（Complaint Service）
接到旅客投訴，1個(gè)自然日內(nèi)與旅客聯(lián)系，2個(gè)自然日內(nèi)給予旅客處理方案。服務(wù)質(zhì)量監(jiān)督電話0663-3933333。（After receiving a complaint case, the Airport should contact the complaining passenger within a natural day and offer the passenger a practical solution within 2 natural days.Complaint Service Hotline:0663-3933333.）
九、不正常航班服務(wù)（Irregular Flights Service）
1.現(xiàn)場(chǎng)處理（Responses）
航班延誤時(shí)，承運(yùn)航空公司或機(jī)場(chǎng)工作人員第一時(shí)間到達(dá)值機(jī)或者候機(jī)區(qū)域，做好相關(guān)服務(wù)。（When a flight delayed, the airline staffs or airport staffs should get to the check-in counters and the waiting hall immediately, caring for the needs of passengers.）
2.天氣預(yù)報(bào)（Weather Forecast）
遇本場(chǎng)特殊天氣，機(jī)場(chǎng)和航空公司通過(guò)多種信息渠道及時(shí)將氣象部門發(fā)布的異常天氣預(yù)報(bào)告知旅客。（When the airport was in bad weather condition, the Airport and Airlines should inform passengers of the latest weather information which is from Meteorological department with all kinds of notifications.）
3.延誤信息（Delay Announcement）
航班延誤超過(guò)30分鐘，航空公司向旅客發(fā)布航班延誤信息，且每30分鐘更新發(fā)布一次，信息內(nèi)容包括航班延誤原因和計(jì)劃起飛時(shí)間。（If a delayed flight lasted more than 30 minutes, delay announcement should be made and updated every 30 minutes about the reason of delay and the estimated time of departure.）
4.航班動(dòng)態(tài)（Flight Information）
大面積航班延誤期間，機(jī)場(chǎng)通過(guò)航班信息顯示屏、候機(jī)樓內(nèi)廣播等渠道，每隔30分鐘向旅客發(fā)布航班動(dòng)態(tài)信息及機(jī)場(chǎng)運(yùn)行保障情況。（If there were a large number of flights delayed, the Airport should release the flight information and the airport operation situation every 30 minutes by the way of display screen and broadcast.）
十、地面交通服務(wù)（Ground Transportation Service）
1.機(jī)場(chǎng)快線（Airport Express）
機(jī)場(chǎng)快線提供安全、衛(wèi)生、便捷的客運(yùn)服務(wù)，市區(qū)始發(fā)班車準(zhǔn)點(diǎn)率99%，嚴(yán)格按公布線路行駛及站點(diǎn)上下客。（Airport Express should provide a safe, decent and convenient service for the public. The first city bus to airport should start out on scheduled time, which gurantees that the punctuality rate would reach 99%. All the buses should strictly keep to fixed route and make sure of picking up and dropping off passengers at designated station.）
2.停車場(chǎng)（Parking）
停車場(chǎng)收費(fèi)明碼標(biāo)價(jià)，嚴(yán)格按標(biāo)價(jià)收費(fèi)。車輛進(jìn)入停車場(chǎng)排隊(duì)等候時(shí)間不超過(guò)2分鐘，出口排隊(duì)車輛時(shí)間不超過(guò)8分鐘。（The parking lot should mark the parking charges clearly and charge in accordance with the price list.The waiting time of entering into the parking lot should be less than 2 minutes, while getting out should be less than 8 minutes.）
3.出租車（Taxi）
出租車候車等待時(shí)間不超過(guò)15分鐘（The waiting time for taxi should be less than 15 minutes.）
十一、聯(lián)檢服務(wù) （Customs, Immigration and Health Quarantine Service）
1.流程時(shí)間（Procedures Duration）
常態(tài)下，每名旅客通過(guò)海關(guān)、邊防、檢驗(yàn)檢疫流程總時(shí)間不超過(guò)25分鐘。（In general, the total time for one passenger to go through Customs, Immigration and Health Quarantine procedures should be less than 25 minutes.）
2.出入境時(shí)間（Waiting Time of Immigration Inspection）
在正常情況下，95%的旅客等候辦理出入境手續(xù)時(shí)間不超過(guò)25分鐘。（For 95% passengers, the waiting time of Immigration Inspection should be less than 25 minutes.）
3.海關(guān)手續(xù)（Customs Service）
出境旅客3分鐘內(nèi)辦結(jié)海關(guān)手續(xù)（需進(jìn)一步查驗(yàn)的旅客除外），進(jìn)境旅客選擇“無(wú)申報(bào)通道”、無(wú)需查驗(yàn)的入境旅客即時(shí)辦結(jié)通關(guān)手續(xù)（申報(bào)、征稅和需進(jìn)一步查驗(yàn)旅客除外）。
（Departure outbound passengers will clear the Customs formalities within 3 minutes, except for those who need a further inspection. Arrival inbound passengers can choose Nothing to Declare passage to go through the procedure directly, excluding the passengers who need to declare, be levied or be further inspected.）
十二、關(guān)愛(ài)服務(wù)（Special Assistance）
提供無(wú)人陪伴兒童和無(wú)人陪伴老人應(yīng)有的地面服務(wù)；為老、弱、病、殘、孕旅客提供輪椅、協(xié)助辦理乘機(jī)手續(xù)等服務(wù)。（The airport should provide the ground guidance service for the air unaccompanied children and elderly. The special assistant such as wheelchair service, boarding assistance should be offered for the elderly, the infirm, the physically-challenged and the expectant mother.）