残疾旅客作为特殊旅客的一种，其在选择航空运输出行的过程中，可能会面对更

残疾旅客作为特殊旅客的一种，其在选择航空运输出行的过程中，可能会面对更多的困难和挑战，2016年3月，民航局局长冯正霖同志关于民航服务，提出了“真情服务”的服务理念，这对于民航服务人员提出了更高更多的要求，而面对残疾旅客，机场地服人员的真情服务就显得格外的重要。因此如何才能够让残疾旅客在出行的过程中得到更好的服务，让自己感受到温暖和照顾，优质的地面服务就显得非常的重要，这就需要以残疾旅客自身的实际需求和特点为主，结合地服人员在服务中所出现的问题，给予残疾旅客真情服务，希望能够全面提升地服人员对残疾旅客的真情服务质量和水平，以增强残疾旅客的满意度。<br>本文主要结合自身在上海浦东机场实习情况，对上海浦东机场残疾旅客运输服务现状加以剖析，以此指出上海浦东机场残疾旅客运输服务中的问题，并结合这些问题的分析，提出提升上海浦东机场残疾旅客运输服务水平的对策，继而全面提高浦东机场残疾旅客得运输服务水平，增强参加旅客的满意度。<br><br>关键词：上海浦东机场，残疾旅客，运输服务

As a kind of special passengers, disabled passengers may face more difficulties and challenges in the process of choosing air transportation. In March 2016, Comrade Feng Zhenglin, director of the Civil Aviation Administration, put forward the service concept of "true service" on civil aviation services, which puts forward higher and more requirements for civil aviation service personnel, The sincere service of airport ground service personnel is particularly important. Therefore, how to make disabled passengers get better service and feel warm and taken care of in the process of travel, high-quality ground service is very important, which needs to give genuine services to disabled passengers based on their own actual needs and characteristics and in combination with the problems of ground service personnel in service, It is hoped to comprehensively improve the quality and level of ground service personnel's sincere service to disabled passengers, so as to enhance the satisfaction of disabled passengers.<br>Based on my internship at Shanghai Pudong Airport, this paper analyzes the current situation of the transportation service of disabled passengers at Shanghai Pudong Airport, points out the problems in the transportation service of disabled passengers at Shanghai Pudong Airport, and puts forward the countermeasures to improve the transportation service level of disabled passengers at Shanghai Pudong airport, Then comprehensively improve the transportation service level of disabled passengers at Pudong Airport and enhance the satisfaction of participating passengers.<br>Key words: Shanghai Pudong Airport, disabled passengers, transportation services<br>

As a kind of special passengers, disabled passengers may face more difficulties and challenges when they choose to travel by air. In March 2016, Comrade Feng Zhenglin, Director of Civil Aviation Administration, put forward the service concept of "sincere service" on civil aviation services, which put forward higher and more requirements for civil aviation service personnel. Facing disabled passengers, the sincere service of airport ground service personnel is particularly important. Therefore, how to make disabled passengers get better service and feel warm and caring, high-quality ground service is very important, which needs to focus on the actual needs and characteristics of disabled passengers, combine the problems of ground service personnel in service, and give disabled passengers sincere service, hoping to comprehensively improve the quality and level of ground service personnel's sincere service for disabled passengers, so as to enhance the satisfaction of disabled passengers.Based on my internship at Shanghai Pudong Airport, this paper analyzes the present situation of transportation service for disabled passengers in Shanghai Pudong Airport, and points out the problems in transportation service for disabled passengers in Shanghai Pudong Airport. Combined with the analysis of these problems, this paper puts forward some countermeasures to improve the transportation service level of disabled passengers in Shanghai Pudong Airport, so as to comprehensively improve the transportation service level of disabled passengers in Pudong Airport and enhance the satisfaction of participating passengers.Key words: Shanghai Pudong Airport, disabled passengers, transportation service.