1.Purpose
In order to better implement the humanistic airport requirements in the construction of "four airports" and reflect the service care of the airport for special passengers, this measure is formulated in accordance with the industry management regulations and the actual situation of the provincial airport group (Trial Implementation).
2. Applicable scope
These Measures are applicable to Mudanjiang Airport.
3. Service object
3.1 The disabled: the term "disabled person" refers to a person who is mentally, physically or structurally deficient in a certain organization or function, or who has completely or partially lost the ability to perform a certain activity in a normal manner, including a person with long-term physical, mental, intellectual or sensory impairment. These impairments interact with various impairments that may prevent persons with disabilities from participating fully and effectively in social activities on an equal basis with others, including visual, hearing, speech, physical, intellectual, mental, multiple and other disabilities.
3.2 Elderly passengers ( over 60 years old ).
3.3 Soldiers passengers.
3.4 Maternal and infant passengers, that is, passengers carrying their infant or child alone (in accordance with the provisions of the carrier).
3.5 Other special passengers in need of assistance or special care, such as pregnant passengers, unaccompanied children passengers, sick passengers and other special passengers agreed to be carried by the carrier.
4. Guarantee principle
4.1 Special passengers enjoy the same opportunities of air travel as other citizens, and air transport services provided to special passengers shall guarantee their safety, respect their privacy and personality.
4.2 Airport facilities for special passengers should meet the requirements of civil airport terminal barrier-free facilities and equipment configuration standards.
4.3 The airport will provide facilities and special services as stipulated in these measures for special passengers free of charge.
5. Management responsibility
5.1 Security office
5.1.1 To perform the service management responsibilities of Mudanjiang Airport, draft, supplement and revise the relevant rules and regulations of Mudanjiang Airport on the service guarantee of special passengers.
5.1.2 To carry out supervision and assessment management, supervise and evaluate the protection situation for special passengers, discover opportunities for improvement of services, organize relevant units to improve the service process and system for special passengers, so as to improve the quality of service guarantee.
5.2 Transport Services Department
5.2.1 To be responsible for docking and formulating relevant regulations and procedures of its own department concerning the service and guarantee of special passengers.
5.2.2 To be responsible for training the service personnel of relevant positions on special passenger service, including operation of special service equipment, familiarity with service specifications, etc., and keeping relevant training records.
5.2.3 To be responsible for providing service guarantee for special passengers, including the ground service guarantee work of entering and leaving the port, such as guiding boarding, picking up at the airport, assisting and helping.
5.2.4 To be responsible for recording the special passenger service guarantee process and improving the service through regular analysis.
5.3 Security Checkpoint
5.3.1 To be responsible for docking and formulating its own department's service guarantee process and procedure for special passenger classification.
5.3.2 Where conditions permit, special passenger security inspection barrier-free and priority channels shall be set up, and special security checks shall be provided.
5.3.3 To be responsible for the related service training for the safety inspector, and making the training record.
5.3.4 The security inspection of passengers with disabilities shall comply with the provisions of the Measures for the Administration of the Transport of Persons with Disabilities.
5.4 On-site Operational Command Center
5.4.1 To assist and coordinate the personnel and equipment dispatched by the Transportation Service Department, Ground Support Department and other departments to ensure the service and guarantee of special passengers according to the actual security needs.
5.5 Ground Support Department
5.5.1 To be responsible for providing shuttle or first class bus service to transport special passengers from the gate to the designated destination.
5.6 First Aid Room
5.6.1 To ensure the safety of sick passengers and those who need first aid.
5.6.2 To be responsible for the training of special passenger protection for the staff, and keeping the relevant training records.
5.7 Other departments
5.7.1 The terminal management room shall be responsible for the equipping and daily maintenance of relevant barrier-free facilities and equipment in domestic terminal buildings in accordance with relevant security standards, such as setting up passenger service desks for disabled passengers, barrier-free toilets, mother-baby rooms and mother-baby handling rooms.
5.7.2 The Ground Support Department is responsible for setting up barrier-free parking spaces in the parking lot according to the industry standards and carrying out daily management, and setting up relevant guidelines and signs conforming to the industry standards.
6. Relevant service guarantee standards
6.1 Service guarantee for the disabled
It shall be implemented in accordance with the Administrative Measures for the Transport of the Disabled in Mudanjiang Airport Branch (Trial Implementation).
6.2 Service guarantee for the elderly
6.2.1 In terms of transportation, priority is given when taking airport buses.
6.2.2 Air Service
6.2.2.1 Check-in service: to assist with boarding procedures.
6.2.22 Security check service: priority to pass security check.
6.2.3 Service facilities
6.2.3.1 To enjoy special passenger seats in the waiting area
6.2.3.2 Accessible facilities for persons with disabilities are available.
6.2.4 Support services
The service staff help with the luggage.
6.2.5 Wheelchairs and stretchers are available at the airport.
Wheelchairs, stretchers and unaccompanied services are available at the airport as requested by the airline.
6.3 Courteous service to military personnel
Priority signs will be set up for military personnel in accordance with the law. Military personnel enjoy priority service when checking in, checking in and boarding planes, and their accompanying family members are also given priority treatment.
6.4 Services for maternal and infant passengers
6.4.1 Professional mother and baby rooms are provided in the main process area with facilities in line with industry standards.
6.4.1.1 Facilities: handle counter with safety buckle, wash counter with hot water and hand sanitizer, power outlet, sofa/seat for breast-feeding rest, table for breast-feeding supplies, curtain or lockable door, trash can, calling equipment.
6.4.2 The mother and baby care room/care desk is located in the toilet of the main process area.
6.4.3 Daily management
6.4.3.1 The management system of mother and baby room has been established.
6.4.3.2 The facilities and equipment of the mother and baby room are constantly improved.
6.4.3.3 The satisfaction survey is carried out regularly to collect passengers' opinions/suggestions and improve them accordingly.
6.5 Other special passengers
6.5.1 Pregnant passengers will be given preferential treatment in the main flight process, and safety checks will be carried out according to relevant regulations.
6.5.2 According to the current security procedures of the Transport Service Department, provide registration, accompanying and boarding services for unaccompanied child passengers whose parents have applied to the carrier, and hand over with the flight crew; For children arriving at the airport, the airport will arrange a special person to hand them over to the flight crew at the gate of the cabin and assist them in picking up their luggage until they are handed over to their families.
6.5.3 For sick passengers, the necessary assistance shall be provided with the consent of the carrier, and the relevant contents of the Service Guaranty Measures for Persons with Disabilities shall be referred for implementation.
7. Management and Training
7.1 The transportation service department and the security checkpoint shall formulate a training program to provide the following training and service guidance for the employees who provide service for special passengers in accordance with their responsibilities:
7.1.1 Training on regulations and policies related to air transport for special passengers;
7.1.2 Training on awareness, psychology and skills of special passenger service;
7.1.3 Training on security check of special passengers and their belongings;
7.1.4 Training on the working procedures for providing services and assistance to special passengers;
7.1.5 Training on the use and operation of barrier-free facilities.
7.2 In order to ensure the updating of knowledge and the staff's proficiency in their service projects, the units mentioned in Article 7.1 shall conduct refresher training within 36 months after the previous training.
7.3 The training records shall be kept for more than three years and shall contain the following contents: the name of the trainee, the date of the last completion of the training, the training content, and the evidence showing that the training has passed the assessment.
7.4 All service assurance departments involved shall be subject to supervision and inspection by superiors and branches at any time.
8. Complaint handling
Complaints shall be handled in accordance with the relevant procedures in the "Customer Complaint Management Regulations of Mudanjiang Airport Branch".
9. Assessment of improvement, promotion and supervision
9.1 The security office shall organize a self-assessment of special passenger service capability every 2 years, so as to continuously improve and enhance the service level, and ensure that the service work continues to meet the requirements of the superior departments of the industry.
9.2 The safe office is responsible for the supervision and performance appraisal management of the relevant service guarantee work according to the requirements of the Service Performance Management Rules.
10. Time into force
10.1 These administrative measures shall be implemented as of the date of issuance.
10.2 The Security Office is responsible for the interpretation of this management method.
Service Commitment
Service Facility
Airport Guide Map
Service Facility
Passenger Notice
Baggage Info
Special Passenger Service
Temporary Boarding Certificate
Temporary Storage Of Security Items
Security Notice
Air Travel Process
Departure from the Airport
Arrival at the Airport
Transfer at the Airport
VIP Service
Lost and Found
Useful Number
Introduction
Heilongjiang Airport Group (hereinafter referred to as "we") is well aware of the importance of personal privacy, and we will take corresponding security protection measures in accordance with the requirements of laws and regulations to try our best to protect your personal information in a safe and controllable manner.
When you use the passenger-related services of Capital International Airport, we may collect and use your relevant information. We hope to use this "Privacy Policy" to explain to you how we collect, use, store and share this information when using our services, as well as the ways we can provide you with access, update, control and protection of this information. This "Privacy Policy" is closely related to the services you use, and we also hope that you can read it carefully, and when necessary, make the choices you think are appropriate in accordance with the guidelines of this "Privacy Policy". For the relevant technical vocabulary involved in this "Privacy Policy", we try to explain it to you in a concise and concise manner, and provide a link for further explanation for your understanding. Your use or continued use of our services means that you agree to our collection, use, storage and sharing of your information in accordance with this "Privacy Policy". If you have any questions about this "Privacy Policy" or matters related to this "Privacy Policy", please contact us through the "Feedback" section of the website.
Information we may collect
When we provide services, we may collect, store and use the following information about you. If you do not provide relevant information, you may not be able to register as our user, enjoy some of the services we provide, or even if we can continue to provide you with some services, we will not be able to achieve the desired effect of the service.
Information you provide
Relevant personal information that you provide to us when registering for our members or using our feedback, FAQs, special passenger services, reporting violations and membership services, such as name, gender, phone number, email address, and document type , ID number, etc., if the relevant information cannot be provided, the corresponding information submission and membership registration process will not be completed;
Your information we have obtained
We may collect the following information when you use our services:
● Log information refers to the technical information that the system may automatically collect through cookies or other means when you use our services, including:
● Device or software information, such as the configuration information provided by your mobile device, web browser or other programs you use to access our services, your IP address, and the version and device identification code used by your mobile device;
● The information you search and browse when you use our services, such as the search terms you use on the page, the URL address of the webpage you visit, and other information and content details that you browse or request when you use our services;
● Information (metadata) contained in the content you share through our services, such as the date, time or location of the shared photo or video taken or uploaded.
● Location information refers to the information we collect about your location when you turn on the device positioning function and use our location-based related services, including:
● When you use our service through a mobile device with positioning function, we collect your geographic location information through GPS or WiFi;
● Real-time information including your geographic location provided by you or other users, such as the information about your geographic location contained in the account information you provided, shared information uploaded by you or others showing your current or previous geographic location, For example, geotag information contained in photos shared by you or others.
How we may use information
We may use the information collected in the course of providing services to you for the following purposes:
● Provide you with services;
● When we provide services, it is used for identity verification, customer service, security, archiving and backup purposes to ensure the security of the products and services we provide to you;
● Help us design new services and improve our existing services;
● To enable us to better understand how you access and use our services, so as to respond to your personalized needs, such as language settings, location settings, personalized help services and instructions, or for you and others who use us The users of the service make other responses;
● Provide you with better personalized information services;
● Let you participate in surveys about our products and services.
In order to allow you to have a better experience, improve our services or other uses you agree to, subject to relevant laws and regulations, we may collect information through one of our services to aggregate information or personalize Way, used for our other services. For example, the information collected when you use one of our services may be used in another service to provide you with specific content, or to show you relevant, non-universally pushed information. If we provide the corresponding options in the relevant service, you can also authorize us to use the information provided and stored by the service for our other services.
In the following situations, we will not be able to respond to your request in accordance with the requirements of laws and regulations:
1. It is directly related to national security and national defense security;
2. It is directly related to public safety, public health, and major public interests;
3. It is directly related to criminal investigation, prosecution, trial and judgment execution;
4. There is sufficient evidence to show that you have subjective malice or abuse of rights;
5. Responding to your request will cause serious damage to the legitimate rights and interests of you or other individuals or organizations.
6. Involving commercial secrets.
How do you access and control your personal information
We will do everything possible to take appropriate technical means to ensure that you can access, update and correct your registration information or other personal information provided when using our services. When accessing, updating, correcting and deleting your personal information, we may require you to verify your identity to protect your account security.
Information we may share
Except for the following circumstances, without your consent, we and our affiliates will not share your personal information with any third party:
● We and our affiliated companies may share your personal information with our affiliates, partners and third-party service providers, contractors and agents (such as communication service providers that send emails or push notifications on our behalf, and for We provide location data to map service providers) sharing (they may not be located in your jurisdiction) for the following purposes:
● Provide you with our services;
● To achieve the purpose described in the "How We May Use Information" section;
● Fulfill our obligations in this "Privacy Policy" and exercise our rights;
● Understand, maintain and improve our services.
If we or our affiliated companies share your personal information with any of the above-mentioned third parties, we will work hard to ensure that these third parties abide by this "Privacy Policy" and other appropriate confidentiality and confidentiality that we require them to comply with when using your personal information. Security measures.
● We or our affiliated companies may also retain, store or disclose your personal information for the following needs:
● Comply with applicable laws and regulations and other relevant regulations;
● Comply with court judgments, rulings or other legal procedures;
● Comply with the requirements of relevant government agencies or other legally authorized organizations;
● Purposes reasonably necessary to comply with applicable laws and regulations, safeguard the public interest, or protect the personal and property safety or legal rights of us or our group companies, our customers, other users or employees.
How we may collect information
We or our third-party partners may collect and use your information through cookies and other technologies, and store this information as log information.
We use our own cookies in order to provide you with a more personalized user experience and services, and for the following purposes:
● Remember your identity. For example: cookies help us to identify you as our registered user, or save your preferences or other information about you provided to us;
● Analyze your use of our services. For example, we can use technologies such as cookies to understand what activities you use our services for, or which web pages or services are most popular.
While we use cookies and other technologies for the above-mentioned purposes, we may also provide non-personally identifiable information collected through cookies and other technologies to airport business partners or other partners after statistical processing to analyze how users use our services. Provide passengers with better personalized services.
There may be cookies and web beacons placed by airport partners or other partners on our products and services. These cookies and web beacons may collect non-personally identifiable information related to you in order to analyze how users use these services and send you information that may be of interest to you. The collection and use of such information by these third-party cookies and web beacons is not restricted by this "Privacy Policy", but by the privacy policy of the relevant user. We are not responsible for third-party cookies or web beacons.
You can reject or manage cookies or web beacons through your browser settings. However, please note that if you disable cookies or web beacons, you may not be able to enjoy the best service experience, and some services may not work properly.
Applicable exceptions to the privacy policy
Our services may include or link to social media or other services (including websites) provided by third parties. E.g:
● We provide you with links through services so that you can access third-party services or websites.
Such third-party services may be operated by related third parties or us. Your use of the services of such third parties (including any personal information you provide to such third parties) is subject to the third party's terms of service and privacy policy (not the "General Terms of Service" or this "Privacy Policy") , You need to read its terms carefully. This "Privacy Policy" only applies to the information we collect, and does not apply to the services provided by any third party or the third party's information usage rules. We are not responsible for any third party's use of the information provided by you.
Scope of the privacy policy
Except for certain specific services, all our services are applicable to this "Privacy Policy". These specific services will be subject to specific privacy policies. Specific privacy policies for certain specific services will more specifically explain how we use your information in such services. The privacy policy of this particular service forms part of this "Privacy Policy". If there is any inconsistency between the privacy policy of any specific service and this "Privacy Policy", the privacy policy of the specific service shall apply.
Please note that this "Privacy Policy" does not apply to the following situations:
● Information collected by third-party services (including any third-party websites) accessed through our services;
● Information collected by other companies and organizations that provide personalized information push services in our services.
Change
We may revise the terms of this "Privacy Policy" in due course, and such revisions form part of this "Privacy Policy". If such amendments result in a substantial reduction of your rights under this "Privacy Policy", we will notify you in a prominent position on the homepage or send you an email or other means before the amendment takes effect. In this case, If you continue to use our services, you agree to be bound by this revised Privacy Policy.
Legal Notices
Users should read the following terms carefully before using the website of Heilongjiang Airport Group. The use of the Heilongjiang Airport Group website indicates that the user has known and accepted these terms.
Copyright Notice
All content published on the website of Heilongjiang Airport Group, including text reports, pictures, sounds, videos, charts, signs, logos, advertisements, trademarks, domain names, software, programs, layout design, column catalogues and names, content classification standards, etc. It is protected by "The Copyright Law of the People's Republic of China", "The Trademark Law of the People's Republic of China", "The Patent Law of the People's Republic of China" and applicable international conventions related to copyright, trademark rights, patent rights and other relevant laws, and is the Heilongjiang Airport Group Site owned. When users use the content and services provided by the Heilongjiang Airport Group website for non-commercial, non-profit, and non-advertising purposes for personal consumption, they shall abide by the relevant laws and regulations and shall not infringe the rights of the Heilongjiang Airport Group website. When users use the content and services provided by the Heilongjiang Airport Group website for commercial, profitable, and advertising purposes, they need to obtain written authorization from the Heilongjiang Airport Group website, and to provide information in accordance with the relevant international conventions and the relevant provisions of the laws of the People’s Republic of China. Related rights holders pay royalties. Without authorization, no one is allowed to change, distribute, broadcast, reprint, copy, distribute, perform, display, or use the content or services of the Heilongjiang Airport Group website, otherwise, the relevant legal liability will be investigated for infringement.
Disclaimer
Except as indicated on the Heilongjiang Airport Group website, any accident, negligence, contract damage, defamation, computer virus infection, copyright or other intellectual property disputes caused by the use of this website or any other website or webpage connected to this website Heilongjiang Airport Group website does not assume any legal responsibility for the losses caused. Your use of the Heilongjiang Airport Group website must not violate laws, regulations and public morals, and you must not post or send any illegal, threatening, defamatory, slanderous, obscene, pornographic or other potentially illegal materials to or from the Heilongjiang Airport Group website.
Protection of personal information and privacy statement
Heilongjiang Airport Group does not want to receive confidential or proprietary information from you through this site. Except for personally identifiable information, any other materials, information or contact information (hereinafter collectively referred to as information) sent or mailed to the website of Heilongjiang Airport Group will be regarded as non-confidential and non-proprietary. Heilongjiang Airport Group will not assume any obligation for this information. At the same time, if your submission is not specifically stated, it can be regarded as consent (or authorization): Heilongjiang Airport Group and its authorized persons will be free to copy, disclose, distribute, merge and use in other ways for commercial or non-commercial purposes. This information and all data, images, sounds, texts and other content. If the relevant person raises a demonstrable warning or objection to the content and impact of this information, the Heilongjiang Airport Group website can delete the information at any time or suspend the online browsing of the information indefinitely without having to obtain the consent of the submitter in advance. There is no obligation to notify the submitter afterwards. If the situation is serious, the Heilongjiang Provincial Airport Group website may take measures to cancel the user.
Statement of Application of Law and Jurisdiction
Disputes arising from this announcement or the use of this website shall be governed by the laws of the People's Republic of China
Disputes arising from this announcement or the use of this website shall be resolved through negotiation. If the negotiation fails, all parties agree to litigate and resolve the dispute by the court of Daoli District, Harbin City. The right to interpret this announcement and the right to interpret the use of this website is owned by Heilongjiang Airport Group.
