T/CCAATB 0058-2024 民用机场旅客问讯服务规范

ICS03.220.50

CCSV51

T/CCAATB

中国民用机场协会团体标准

T/CCAATB0058—2024

民用机场旅客问讯服务规范

Civilairportservicespecificationforpassengerenquiry

2024-5-21发布2024-6-21实施

中国民用机场协会发布

T/CCAATB0058—2024

目次

前言.................................................................................II

引言.................................................................................III

1范围................................................................................1

2规范性引用文件......................................................................1

3术语和定义..........................................................................1

问讯Enquiry.....................................................................1

现场问讯OnsiteEnquiry.........................................................1

电话问讯TelephoneEnquiry.......................................................1

线上问讯OnlineEnquiry..........................................................1

4基本要求.............................................................................1

服务方式.........................................................................1

内容要求.........................................................................2

基本规范.........................................................................2

5现场问讯.............................................................................2

基本要求.........................................................................2

问讯柜台.........................................................................2

流动问讯.........................................................................3

服务规范与技能...................................................................3

6电话问讯.............................................................................3

基本要求.........................................................................3

自助语音服务.....................................................................3

人工服务.........................................................................4

7线上问讯.............................................................................4

基本要求.........................................................................4

官网、公众号、APP等客户端........................................................4

航站楼自助查询系统、智能机器人等.................................................4

人工回复.........................................................................5

8系统建设与管理要求...................................................................5

系统建设.........................................................................5

管理要求.........................................................................5

参考文献...............................................................................6

I

T/CCAATB0058—2024