揭陽潮汕機場服務承諾
一、值機服務（Check-in）
1.國內值機（Domestic Flight）
95%旅客等候辦理乘機手續(xù)時間不超過10分鐘。（For 95% domestic flight passengers, the waiting time of check-in should be less than 10 minutes.）
2.國際值機（International Flight）
95%旅客等候辦理乘機手續(xù)時間不超過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（Security Check）
1.候檢時間（Waiting Time）
國內航班95%的旅客安全檢查排隊等候時間不超過10分鐘，國際航班95%的旅客安檢排隊等候時間不超過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的旅客、兩艙旅客提供優(yōu)先安檢服務。（Priority security check will be provided for first class passengers, business class passengers as well as passengers who arrive late.）
三、行李運輸服務（Baggage Service）
1.提取時間（Baggage Claim）
第一件行李在旅客到達行李轉盤后10分鐘內出現(xiàn)，最后一件行李應在旅客到行李轉盤后30分鐘內出現(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）
因承運人原因造成旅客的托運行李未與旅客同機抵達，晚到行李運抵本站后，在24小時內聯(lián)系旅客達成送交協(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、貨物運輸服務（Cargo Service）
1.貨物收運（Cargo Acceptance）
貨物過完安全檢查后，客人等候辦理收運時間不超過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.國內到達（Domestic Arrivals）
進港貨物完成理貨后，提貨人在證件完備、資料正確情況下，等候辦理提貨手續(xù)時間不超過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.國內出港（Domestic Departures）
貨運代理人辦理交單手續(xù)時，每單審核、計費時間不超過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、候機樓設施設備（Terminal Facilities）
1.行李手推車（Trolley）
行李手推車供應充足、布局合理，便于旅客取用，可用性達99%。（The airport should provide sufficient trolleys which are placed in a convenient position for passengers and 99% of them are useable.）
2.網絡服務（Network Service）
航站樓內免費無線上網服務（Wifi）。（Free Wifi should be available in the terminal building.）
六、醫(yī)療救護服務（First Aid）
機場在每日航班運行期間，為旅客提供醫(yī)療救護服務。24小時醫(yī)療救護電話：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（Commercial Service）
商業(yè)價格（Commodity Price）
餐飲及零售商品明碼標價，所有商品與市區(qū)同城同質同價。（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（Inquiry & Complaint Service）
1.服務咨詢（Inquiry）
機場全程提供當日航班信息查詢服務，語音自動查詢設立24小時服務，人工查詢服務時間為06：00-當天航班結束，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.服務投訴（Complaint Service）
接到旅客投訴，1個自然日內與旅客聯(lián)系，2個自然日內給予旅客處理方案。服務質量監(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（Irregular Flights Service）
1.現(xiàn)場處理（Responses）
航班延誤時，承運航空公司或機場工作人員第一時間到達值機或者候機區(qū)域，做好相關服務。（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.天氣預報（Weather Forecast）
遇本場特殊天氣，機場和航空公司通過多種信息渠道及時將氣象部門發(fā)布的異常天氣預報告知旅客。（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，信息內容包括航班延誤原因和計劃起飛時間。（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.航班動態(tài)（Flight Information）
大面積航班延誤期間，機場通過航班信息顯示屏、候機樓內廣播等渠道，每隔30分鐘向旅客發(fā)布航班動態(tài)信息及機場運行保障情況。（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（Ground Transportation Service）
1.機場快線（Airport Express）
機場快線提供安全、衛(wèi)生、便捷的客運服務，市區(qū)始發(fā)班車準點率99%，嚴格按公布線路行駛及站點上下客。（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（Parking）
停車場收費明碼標價，嚴格按標價收費。車輛進入停車場排隊等候時間不超過2分鐘，出口排隊車輛時間不超過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）
出租車候車等待時間不超過15分鐘（The waiting time for taxi should be less than 15 minutes.）
十一、聯(lián)檢服務 （Customs, Immigration and Health Quarantine Service）
1.流程時間（Procedures Duration）
常態(tài)下，每名旅客通過海關、邊防、檢驗檢疫流程總時間不超過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)時間不超過25分鐘。（For 95% passengers, the waiting time of Immigration Inspection should be less than 25 minutes.）
3.海關手續(xù)（Customs Service）
出境旅客3分鐘內辦結海關手續(xù)（需進一步查驗的旅客除外），進境旅客選擇“無申報通道”、無需查驗的入境旅客即時辦結通關手續(xù)（申報、征稅和需進一步查驗旅客除外）。
（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、關愛服務（Special Assistance）
提供無人陪伴兒童和無人陪伴老人應有的地面服務；為老、弱、病、殘、孕旅客提供輪椅、協(xié)助辦理乘機手續(xù)等服務。（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.）