1. 《民用机场服务质量》是由民航机场管理有限公司受民航总局机场司的委托组织研发编制的。在标准编制期间，民航机场管理有限公司编写组先后调研了北京、上海、广州、青岛、常州、沈阳、大连等不同规模和等级的机场，同时积累了大量的国际、国家和行业标准作为参考，对新加坡、香港、巴黎、法兰克福、曼彻斯特等国际（地区）机场在服务质量管理方面的经验和做法进行了深入研究。标准的编制运用了系统工程学、运筹学、统计学等原理和方法，坚持以人为本，遵循以顾客需求为导向的原则，经过多次讨论并广泛征求了各方面的意见。在报民航总局审定前，编写组还运用该标准对北京、沈阳等9家机场进行了实际检验和完善。《民用机场服务质量》以机场服务流程为主线，由通用服务质量、旅客服务质量、航空器服务质量、货邮服务质量和行李服务质量5部分组成。考虑到对于客户来讲，机场的服务是一体化的、系统的，因此，标准中将第三方在机场为客户（旅客、货主、航空公司）提供的服务也纳入到其中予以统一规范。

1. "Civil Aviation Airport Service Quality" was developed and compiled by the Civil Aviation Airport Management Co., Ltd. under the commission of the Civil Aviation Administration of China's Airport Department. During the standard development period, the working group of the Civil Aviation Airport Management Co., Ltd. conducted research and investigations at airports of different sizes and grades, including Beijing, Shanghai, Guangzhou, Qingdao, Changzhou, Shenyang, Dalian, and accumulated a large number of international, national, and industry standards for reference. The group conducted in-depth studies on the experiences and practices of service quality management at international (regional) airports such as Singapore, Hong Kong, Paris, Frankfurt, and Manchester. The development of the standard applied principles and methods of systems engineering, operations research, and statistics, adhering to the people-oriented approach and following the principle of customer demand orientation. It was subject to multiple discussions and widely solicited opinions from all parties. Before reporting for the approval of the Civil Aviation Administration of China, the working group also applied the standard to conduct actual inspections and improvements for 9 airports, including Beijing and Shenyang. "Civil Aviation Airport Service Quality" is mainly composed of 5 parts: general service quality, passenger service quality, aircraft service quality, cargo and mail service quality, and luggage service quality. Considering that for customers, the services provided by the airport are integrated and systematic, the standard also incorporates and unifies the services provided by third parties to customers (passengers, cargo owners, airlines) at the airport.

2. 安全是家庭幸福的保证，事故是人生悲剧的祸根。

2. Safety is the guarantee of family happiness, while accidents are the root cause of life's tragedies.

3. 能源属于大家，呵护需要你我。

3. Energy belongs to all of us; nurturing it requires the effort of you and me.

4. 动动手，就能使下一个人用的放心;动动手，就能使卫生间更整洁。

4. Take a moment to make the next person feel at ease; take a moment to keep the bathroom tidy.

5. 20XX年10月16日，民航总局颁布了《民用机场服务质量》（MH/T5104-

5. On October 16, 20XX, the Civil Aviation Administration of China promulgated the "Civil Aviation Airport Service Quality" (MH/T5104-) standards.

6. 卫生用品包好再扔，体谅打扫者的辛劳。

6. Please wrap up the sanitary products before throwing them away, showing consideration for the hard work of the cleaners.

7. 厕所为我，我为厕所。

7. The toilet is for me, and I am for the toilet.

8. 如果你不给别人方便，你将不能“方便”。

8. If you do not make it convenient for others, you will not be able to enjoy convenience yourself.

9. 国际机场协会(ACI)日前公布了2010年度全球机场服务质量测评获奖名单，来自亚洲国家的机场包揽了全球最佳机场前五名。

9. The Airports Council International (ACI) recently announced the winners of the 2010 Global Airport Service Quality Awards, with airports from Asian countries taking the top five spots for the best airports in the world.

10. 作为该标准的配套，民航机场管理公司还同步研发了《民用机场服务质量评价体系》。评价体系是在与ACI、IATA等国际通用测评模式接轨基础上，结合国内机场实际情况研发的，包括主观评价和客观评价两部分组成。主观评价（旅客满意度）与客观评价（现场测评）紧密结合，通过相互印证的方式，对机场的服务质量进行系统规范的评价，确保评价的客观性、公正性和公平性。自2005年开始，民航机场管理有限公司对18个不同类型机场进行了评价，收到良好效果。

10. As a complement to this standard, the civil aviation airport management company has also concurrently developed the "Civil Aviation Airport Service Quality Evaluation System." The evaluation system is developed based on the integration with international general evaluation models such as ACI and IATA, combined with the actual situation of domestic airports, and consists of two parts: subjective evaluation (passenger satisfaction) and objective evaluation (on-site assessment). The subjective evaluation and objective evaluation are closely integrated, and through a mutual verification approach, the systematized and standardized evaluation of the airport's service quality is conducted to ensure the objectivity, fairness, and justice of the evaluation. Since 2005, the civil aviation airport management company has conducted evaluations on 18 airports of different types, achieving good results.

11. 其中，韩国的仁川机场成为了2010年全球最佳机场的第一名，而中国有三座机场进入前五名，分别是香港机场、北京首都机场和上海浦东机场。

11. Among them, Incheon Airport in South Korea was named the number one best airport in the world in 2010, while China had three airports in the top five, namely Hong Kong International Airport, Beijing Capital International Airport, and Shanghai Pudong International Airport.

12. 请不要在小便池内拉屎。

12. Please do not defecate in the toilet bowl.

13. 加强煤矿生产规范化管理，推动煤矿安全标准化建设。

13. Strengthen the standardized management of coal mine production and promote the construction of coal mine safety standardization.

14. 国际机场协会(ACI)日前公布了2010年度全球机场服务质量测评获奖名单。

14. The Airports Council International (ACI) recently announced the winners of the 2010 Global Airport Service Quality Awards.

15. 第一，要明确地了解不同顾客的需要，以确保机场运作的所有过程都是针对并满足这些需要进行的。例如从航空公司角度，他们需要优化的机场布局、吸引人的航站楼、高效的行李分检系统、让90%的旅客使用航站楼的登机桥、不影响客流的高水平的购物场所等。从旅客的角度，他们需要合理的价格、便捷的公路与铁路、步行距离短、安检和边检的时间短、快速的行李输送与充足的行李手推车、标志清晰、好的零售商店、吸引人的候机区等。

15. Firstly, it is essential to clearly understand the needs of different customers to ensure that all processes in the airport operation are targeted and designed to meet these needs. For example, from the perspective of airlines, they require optimized airport layouts, attractive terminals, efficient luggage sorting systems, boarding bridges used by 90% of passengers, high-level shopping areas that do not disrupt passenger flow, etc. From the perspective of passengers, they need reasonable prices, convenient road and rail transportation, short walking distances, short security and immigration processing times, fast luggage handling and ample luggage trolleys, clear signage, good retail stores, and attractive waiting areas.

16. 你冲，我也冲。

16. You jump, I jump.

17. 节约用水，从点滴开始。

17. Save water, start from the smallest drops.

18. 如果你不给别人方便，你将不能”方便”。

18. If you do not make it convenient for others, you will not be able to enjoy convenience yourself.

19. 用完厕所“方便”后，一定要：洗刷刷洗刷刷……

19. After using the toilet for "convenience," one must definitely: wash, rinse, wash, rinse...

20. 看过“厕所背景牌标语”

20. Seen "Toilet Background Sign Slogan"

21. 冲得干净，用得放心。

21. Clean and worry-free usage.

22. 据民航总局标准管理部门介绍，《民用机场服务质量》是一个

23. 去年7月份，杭州机场正式参加国际机场协会ASQ评比活动，该活动每季度开展一次。为此，杭州机场每月就进行一次服务质量问卷调查，从往来机场交通工具、停车收费、安检等待时间、餐饮收费、洗手间保洁等34项内容逐一打分，这一科学、客观、公正的服务质量评价标准，为杭州机场改进服务质量提供了参照。在机场硬件设施上，成立不久的候机楼管理部从一件件小事做起：投资300多万元对洗手间进行了彻底改造，蹲位由过去的32个增加到120个，充分满足了旅客的需求，解决了上厕所难的问题；增加9台冷热直饮水设施，24小时免费向旅客开放；投资10多万元在13部自动扶梯前加装隔离带，并张贴警示标语，提高旅客上下扶梯的安全性；今年8月起与中国电信、中国移动合作，在候机楼内实现全覆盖无线上网；停车位增加到2200个，过夜停车实行半价收费

22. According to the Civil Aviation Administration of China's standard management department, "Civil Aviation Airport Service Quality" is a standard. In July last year, Hangzhou Airport officially participated in the国际机场协会ASQ assessment activities, which are held quarterly. In this regard, Hangzhou Airport conducts a service quality survey every month, scoring one by one from 34 items, including transportation from and to the airport, parking fees, security check waiting time, catering charges, toilet cleaning, and so on. This scientific, objective, and fair service quality evaluation standard provides a reference for Hangzhou Airport to improve its service quality. In terms of airport hardware facilities, the newly established lounge management department has started from small things: it has invested more than 3 million yuan to comprehensively renovate the toilets, increasing the number of stalls from the past 32 to 120, fully meeting the needs of passengers and solving the problem of difficulty in using the toilet; it has added 9 cold and hot drinking water facilities, which are open to passengers for free 24 hours a day; it has invested more than 100,000 yuan to install isolation strips in front of 13 escalators, posted warning signs, and improved the safety of passengers using the escalators; starting from August this year, it has partnered with China Telecom and China Mobile to achieve full coverage of free Wi-Fi in the lounge; the number of parking spaces has increased to 2,200, and overnight parking is charged at half price.

24. 为航空公司解决了办公用房问题，并增加14个值机柜台，满足南航、海航等需求；近期国航、东航长期反映的头等舱问题也将彻底解决。

24. Solved the office space issue for airlines and added 14 check-in counters to meet the needs of Southern Airlines, Hainan Airlines, etc.; the first-class cabin issue that Air China and Eastern Airlines have been reflecting for a long time will also be thoroughly resolved in the near future.

25. 作为机场的最大客户，航空公司有何服务需求，杭州机场总是尽一切努力满足，为其营造良好的发展环境。在候机楼办公用房十分紧张的情况下，今年2月，机场仅用两天时间就

25. As the largest customer of the airport, the airlines have various service needs, and Hangzhou Airport always goes to great lengths to meet them, creating a favorable development environment for them. Even under the extremely tight office space conditions in the terminal building, in February this year, the airport took only two days to...

26. 贴近方便，靠近文明!

26. Close to convenience, close to civilization!

27. 干干净净牌冲刷器，用过就知道。

27. Clean & Clean brush, you'll know after using it.

28. 冲刷精神，一切为用户着想。

28. Wash away the spirit of self-interest, and think of the users first.

29. 3责任心是安全之魂 标准化是安全之本

29. Responsibility is the soul of safety; standardization is the foundation of safety.

30. 同志们，冲啊!

30. Comrades, charge ahead!

31. 第三，测量顾客满意度并根据结果采取相应的措施。航空运输服务质量以“安全第

31. Thirdly, measure customer satisfaction and take appropriate measures based on the results. The quality of air transportation services is based on the principle of "safety first".

32. 水是生命之源，请节约用水。

32. Water is the source of life, please save water.

33. 此外，香港国际机场在年客运量逾4000万人次的机场类别中，连续五年获选为全球最佳机场。而北京首都国际机场位居第二。

33. Moreover, Hong Kong International Airport has been named the best airport in the world for five consecutive years in the category of airports with passenger throughput exceeding 40 million passengers per year, while Beijing Capital International Airport ranks second.

34. 克服不良习惯，养成文明行为。

34. Overcome bad habits and cultivate civilized behavior.

35. 拥有安全就是拥有生命，热爱安全就是热爱生命。

35. Having safety is having life, and loving safety is loving life.

36. 人人讲安全，事事为安全，时时想安全，处处要安全。

36. Everyone talks about safety, everything is for safety, always think about safety, and be safe everywhere.

37. 注意压水花。

37. Pay attention to the water splashes.

38. 注意个人卫生，如厕后请洗手。

38. Pay attention to personal hygiene and wash your hands after using the toilet.

39. 健康的身体离不开锻炼，美满的家庭离不开安全。

39. A healthy body requires exercise, and a happy family requires safety.

40. 杭州机场企划部副部长陶倚天介绍说，根据国际机场协会的服务质量问卷调查，当前旅客对杭州机场服务质量最不满意的是“三高”：即餐饮价格高，零售商品价格高，停车收费价格高。旅客的呼声就是机场改进服务质量的第一信号。在餐饮价格方面，杭州机场先后引进麦当劳、肯德基、真功夫等国际、国内快餐连锁品牌入驻，通过充分竞争使餐饮价格整体下浮20%；在零售商品物价上，近期聘请国际知名公司对候机楼内商品布局进行评估、论证，以2009年候机楼商业经营新一轮招标为契机，引入国际特许经营品牌，通过减租让利的形式使商品零售价格下浮；而在停车收费上，机场正式与物价部门协商，收费价格不再“一刀切”，通过不同的服务实行不同的收费标准，满足不同车主的差异化需求。

40. Tao Yitian, Deputy Director of the Planning Department of Hangzhou Airport, introduced that according to the International Air Transport Association's service quality survey, the most dissatisfactory aspects of Hangzhou Airport's service quality from the current passengers' perspective are the "three highs": high dining prices, high retail goods prices, and high parking fees. The passengers' demands are the first signal for the airport to improve its service quality. In terms of dining prices, Hangzhou Airport has successively introduced international and domestic fast-food chain brands such as McDonald's, KFC, and Zhen Gongfu to the airport, reducing the overall dining prices by 20% through full competition. In terms of retail goods prices, the airport recently invited an internationally renowned company to evaluate and demonstrate the layout of goods in the waiting hall, using the new round of bidding for the commercial operation of the waiting hall in 2009 as an opportunity to introduce international franchise brands, and reduce the retail prices of goods through the form of reducing rent. As for parking fees, the airport has officially协商 with the price supervision department, no longer adopting a "one-size-fits-all" approach to charging, implementing different charging standards for different services to meet the differentiated needs of different car owners.

41. 只需举手之劳，便可清洁一新。

41. It requires just a small effort to be cleaned and look new.

42. 一滴清水，一片绿地，一个地球。

42. A drop of pure water, a patch of green land, and one Earth.

43. 违章作业等于自杀，违章指挥等于杀人，违章不纠等于帮凶。

43. Violating regulations in work is equivalent to committing suicide, violating regulations in command is equivalent to committing murder, and failing to correct violations is the same as aiding and abetting.

44. 拉屎不冲，天理难容!

44. Not flushing the toilet after defecation is against nature and hard to forgive!

45. 冲洗一次，胜造七级浮屠。?>

45. One rinse is better than building seven-level pagodas.

46. 同志们!冲啊!

46. Comrades! Charge!

47. ACI指出，纵观近年来旅客满意度调查数据的结果，旅客最为关注的机场服务环节包括，机场环境、航站楼清洁度、办票人员工作效率、工作人员友好程度、引导标识、设施便利性、候机区舒适度等。

47. ACI points out that, based on the results of passenger satisfaction survey data over recent years, the aspects of airport services that passengers are most concerned about include the airport environment, terminal cleanliness, the efficiency of ticketing staff, the friendliness of staff, guiding signs, the convenience of facilities, and the comfort of waiting areas.

48. 据今年8月国际机场协会最新的一次服务质量问卷调查，杭州机场整体服务满意度由今年1月份的378分上升到405分（最高为5分），在参与调查的全球100多家机场的排名位置有了大幅度提升。（记者 徐业刚 通讯员 阮周长）

48. According to the latest customer service quality survey conducted by the International Airport Association in August this year, the overall service satisfaction of Hangzhou Airport has increased from 378 points in January this year to 405 points (the maximum being 5 points), and its ranking among the more than 100 airports worldwide involved in the survey has been significantly improved. (Reporter Xu Yegang, Correspondent Ruan Zhouchang)