地面服务部门是航空公司的重要客服部门，一直以来都被以旅客需求为导向，强

Airline ground service sector is an important customer service department, has long been to passenger demand, emphasizing service to visitors. As a major service before boarding passenger window, ground services as the main facade of the airline, is the first impression of airline passengers. Therefore, the quality of service the airport ground service personnel have a profound influence on the development of the airline. At the same time, sick passengers is one of the special guests in the group, need to be more careful and attentive to the sick passenger services, ground services personnel and high-quality service whether sick passengers, the airline also better reflect the level of service. So, to strengthen airport ground services personnel for the sick passenger service is also very important. <br>In this paper, Shanghai Pudong International Airport, for example, on the basis of the definition of disabled passengers, features, and requirements for the sick passenger ground services analysis, Analysis of Shanghai Pudong Airport ground service personnel sick passenger service, which pointed out that Shanghai Pudong to issue sick passenger service, airport ground services personnel exist between the sick and travelers, including some of the communication barriers; enthusiasm for the sick passenger service initiative is not strong; lack of emergency response capabilities for sick passengers, etc., and then for analysis of these issues, the proposed Shanghai Pudong Airport ground service personnel to enhance measures on sick passenger services, to promote Shanghai Pudong airport ground service personnel can enhance services for sick passengers, enhance satisfaction sick travelers. <br><br>Keywords: Shanghai Pudong Airport; ground services personnel; sick passengers; enhance measures

Ground service department is an important customer service department of airlines, has always been customer demand-oriented, emphasizing the service to passengers. As the main service window before boarding, ground service as the airline's main facade, is the first impression of the airline. Therefore, the quality of service of airport ground staff has a profound impact on the development of airlines. At the same time, the sick and disabled passengers are one of the special groups of passengers, the service of the sick and disabled passengers need to be more meticulous and thoughtful, and whether the ground service personnel can provide high-quality service to the disabled passengers, but also better reflect the service level of the airline. Therefore, it is also very important to strengthen the service of airport ground service personnel to sick and disabled passengers.<br>Taking Shanghai Pudong Airport as an example, on the basis of the definition, characteristics and analysis of the requirements of the ground service for the sick and disabled passengers, this paper analyzes the current situation of the service of the ground service personnel of Shanghai Pudong Airport to the sick and disabled passengers, and points out the problems in the service of the medical and disabled passengers of shanghai Pudong Airport ground service personnel. Including the existence of a certain communication barriers with the sick and disabled passengers, the initiative of the disabled passengers not strong, the emergency response capacity of the sick and disabled passengers is insufficient, and then in view of the analysis of these problems, put forward the Shanghai Pudong Airport ground service personnel to the disabled passengerservice improvement measures, To promote Shanghai Pudong Airport ground service personnel can strengthen the service of the sick and disabled passengers, enhance the satisfaction of the sick and disabled passengers.<br><br>Keywords: Shanghai Pudong Airport; Ground service personnel; Sick and disabled passengers; promotion measures

Ground service department is an important customer service department of airlines, which has always been guided by the needs of passengers, emphasizing the service for passengers. As the main service window for passengers before boarding, ground service, as the main facade of the airline, is the first impression of passengers on the airline. Therefore, the service quality of airport ground service personnel has a profound impact on the development of airlines. At the same time, the sick and disabled passengers are one of the special groups of passengers. The service for the sick and disabled passengers needs to be more meticulous and thoughtful. Whether the ground service personnel can serve the sick and disabled passengers with high quality can also better reflect the service level of airlines. Therefore, it is very important to strengthen the service of airport ground service personnel to the sick and disabled passengers.<br>Taking Pudong Airport as an example, based on the analysis of the definition and characteristics of the disabled passengers and the requirements of the disabled passengers' ground service, this paper analyzes the current situation of the service for the disabled passengers provided by the ground service staff of Pudong Airport, and points out the problems in the service for the disabled passengers provided by the ground service staff of Pudong Airport, including some communication barriers with the disabled passengers Based on the analysis of these problems, this paper puts forward the measures to improve the service of the ground service staff of Shanghai Pudong airport for the sick and disabled passengers, so that the ground service staff of Shanghai Pudong airport can strengthen the service for the sick and disabled passengers and enhance the satisfaction of the sick and disabled passengers.<br>Key words: Shanghai Pudong Airport; ground service personnel; sick and disabled passengers; improvement measures<br>