Digital integrated platform system based on employee operation and passenger service in terminal building

Abstract

The invention discloses a digital integrated platform system based on employee operation and passenger service in an airport terminal, and realizes passenger service and flight guarantee one-stop service in a forbidden zone. According to the technical scheme, the system comprises a special situation processing system and a production guarantee system, the special situation processing system comprises a flight delay module and a flight oversale module, and the production guarantee system comprises a flight information module, a basic function module and a transfer passenger module. The flight delay module is used for processing online flight delay payment, custom editing information pushing and period change in an abnormal flight forbidden zone; and the flight oversale module processes online oversale compensation and oversale flight volunteers to bid and recruit. The flight information module processes and integrates internal and external information systems and intelligently pushes information; the basic function module processes boarding gate seat changing, one-key outbound passenger late arrival reminding, MUC group optimization, remote camera position scanning and rechecking and domestic check-in. And the transfer passenger module processes online transfer query and transfer passenger service.

Description

Technical Field

[0001] The present invention relates to a digital integration platform, and in particular to a digital integration platform system based on employee operations and passenger services in a terminal. Background Art

[0002] When traditional boarding gate staff operate abnormal flight services, they must strictly follow the "Abnormal Flight Service and Guarantee Operation Guide". The current steps and methods for abnormal flight operations at airports are as follows:

[0003] 1. Receive flight delay / cancellation information before flight check-in closes

[0004] (1) Based on the flight delays / cancellations, the regional manager will arrange staff to launch an irregular flight handling information bulletin board, post delayed / cancelled flight information, and arrange guides to provide inquiries and guidance to passengers.

[0005] (2) The regional manager will arrange staff to guide passengers to use self-service check-in equipment, APP, and M-net self-service rescheduling services based on flight delays / cancellations.

[0006] (3) The Regional Manager will inquire about the availability of the Company's and other airlines' flights and formulate contingency plans including rebooking and re-booking based on the estimated duration of the delay (or cancellation). The Regional Manager will also notify the relevant check-in staff of the flight delay information and contingency plan.

[0007] (4) Check-in staff are responsible for informing passengers of flight delay / cancellation information (including reasons for delay, estimated time, etc.) and assisting passengers with ticket changes, transfers, refunds, etc. within the contingency plan based on the general transportation conditions, ticket usage conditions and passenger needs.

[0008] (5) The Regional Manager shall adjust the closing time of the flight check-in counter according to the estimated departure time of the delayed flight published in the flight operation information system. For flights with longer delays or other special circumstances, the closing time of the check-in counter shall be based on the time notified by the flight controller at the ground control center.

[0009] (6) Gate staff will go to work at the originally scheduled time for the flight, turn on the flight display and announce flight departure delay or cancellation information to passengers through airport and regional broadcasts, including the reason for the flight departure delay or cancellation and flight status. This information should be broadcast every 30 minutes. Where applicable (using paper and pen), other forms of delay notification or passenger rights information should be provided for passengers with hearing and visual impairments.

[0010] (7) Gate staff are responsible for answering passengers’ questions at the gate area.

[0011] (8) Special service dispatch determines the quantity of food and beverages by checking the number of passengers in the flight operation information system and the departure system and orders meals and beverages from suppliers. The departure branch dispatches staff to go to the warehouse to pick up the food and beverages according to the number of passengers on the flight and reports the shipment quantity to the special service dispatch, who then completes the handover and sign-off.

[0012] (9) When the special service dispatch receives a notice from the center on duty that accommodation for passengers needs to be arranged, the dispatcher shall contact and arrange the corresponding hotel and vehicle in accordance with the "Standards for Accommodation for Passengers on Abnormal Flights", notify the departure dispatcher to arrange for departure branch personnel to guide passengers to board the vehicle, and feedback the accurate number of passengers on board to the special service dispatcher.

[0013] (10) For passengers whose flights are cancelled or who temporarily request to give up their flights, guide them to the departure duty manager counter or the designated check-in counter to handle the relevant ticket changes, transfers or refunds. The regional manager notifies the baggage assistant to deliver the passengers' luggage to the arrival exit on the first floor, arranges employees to hand over the luggage at the arrival exit and deliver the luggage to the designated counter. The employees will return the luggage to the passengers after verifying the information. In case of special circumstances, report to the ground control center in a timely manner; according to the needs of passengers, issue a "Flight Delay / Cancellation Certificate" and explain the reasons for flight delay or cancellation. The regional manager arranges staff to inform and guide passengers that they can print the flight delay / cancellation certificate through the airline's official website or the airline's CUSS equipment.

[0014] 2. Receive flight delay / cancellation information after flight check-in is completed

[0015] (1) Gate staff shall report to their posts at the originally scheduled time for the flight and announce flight delay or cancellation information to passengers through airport and regional broadcasts. Notices of flight irregularities shall be posted at the gate, including the reasons for flight delay or cancellation and flight status. Such information shall be broadcast every 30 minutes.

[0016] (2) The Regional Manager will inquire about the availability of the Company's and other airlines' flights and develop contingency plans including rebooking and re-booking based on the estimated duration of the flight delay. The Regional Manager will also notify the gate operator of the flight delay / cancellation information and contingency plan.

[0017] (3) Subsequent operations are the same as above.

[0018] (4) Passenger luggage collection

[0019] 1) If the baggage is not loaded, the baggage assistant will hand over the baggage to the baggage center and deliver the baggage to the designated counter on the departure floor. After verifying the information, the baggage will be returned to the passenger.

[0020] 2) Once the luggage has been loaded, it should be reported to the flight controller in a timely manner, who will notify the relevant departments to transport the luggage to the designated area. The luggage assistant will then hand over the luggage to the luggage center and deliver the luggage to the designated counter on the departure level. After verifying the information, the luggage will be returned to the passenger.

[0021] 3) In case of flight cancellation, the center will notify passengers on duty to follow the reverse process, guide passengers to collect their luggage at the baggage carousel, and report the information to the flight controller.

[0022] 4) Receive the make-up shift information from the ground control center. The duty manager will obtain detailed information from the information support and decide whether to re-check in or replace the boarding pass based on the make-up shift date and time.

[0023] The above existing systems face the following shortcomings and deficiencies:

[0024] 1. Disorganized internal systems and heavy burden on employees

[0025] According to the traditional business model of the ground service department at the boarding gate, boarding gate staff need to operate multiple systems including the FOIS system, departure special service information, MUC communication group, check-in monitoring, etc. They also need to carry devices such as JetTrain and mobile phones for internal communication and external services. In addition, they also need to carry notebooks and abnormal flight records, etc., which have high operating requirements for employees and put a heavy burden on the employees themselves, which can easily cause emotional fluctuations and lead to service errors, which invisibly increase the passenger complaint rate and reduce passenger satisfaction.

[0026] 2. The current business model is traditional and the operating costs are high

[0027] In the event of an abnormal flight, according to the current operating mode, passengers need to go through security check and return to the check-in hall to handle the corresponding rescheduling services through the mini program by themselves or by the staff at the boarding gate workstation.

[0028] 3. Low passenger satisfaction and high passenger complaint rate

[0029] If passengers encounter an abnormal flight, they need to return to the restricted area for operation, which will take extra time.

[0030] Due to the disorganized system and untimely information transmission, employees spend a long time operating paper documents. When passengers have urgent needs or flights are irregular, it is difficult for employees to provide passengers with one-stop service in the first time, which greatly increases passengers’ complaints about delays in some work.

[0031] According to the requirements of the Civil Aviation Administration, the time for flight boarding, security check queues, baggage collection and passenger walking should be shortened to improve passenger travel efficiency.

[0032] Therefore, the industry is in urgent need of developing a system that can overcome the defects in traditional systems and meet the requirements of new plans. Summary of the invention

[0033] A brief summary of one or more aspects is given below to provide a basic understanding of these aspects. This summary is not an exhaustive overview of all conceived aspects, and is neither intended to identify the key or critical elements of all aspects nor to define the scope of any or all aspects. Its only purpose is to give some concepts of one or more aspects in a simplified form as a prelude to a more detailed description that will be given later.

[0034] The purpose of the present invention is to solve the above problems and provide a digital integrated platform system based on employee operations and passenger services in the terminal, so as to realize one-stop services for passenger services and flight security in the restricted area, provide great employee support for improving the travel experience of passengers, and solve all problems of passengers in the restricted area in one stop by building the boarding gate into a comprehensive digital passenger security exclusive platform of "comprehensive service counter + check-in counter + ticket counter + data middle platform", so as to further improve the travel efficiency of passengers.

[0035] The technical solution of the present invention is as follows: The present invention discloses a digital integrated platform system based on employee operations and passenger services in the terminal, the system includes a special situation handling system and a production support system, wherein:

[0036] The special situation handling system further includes: flight delay module and flight overbooking module, among which:

[0037] The flight delay module is configured to handle: online flight delay compensation, custom edited information push, and abnormal flight rescheduling in restricted areas;

[0038] The flight overbooking module is configured to handle: online overbooking compensation, competitive bidding recruitment of overbooked flight volunteers;

[0039] The production support system further includes: flight information module, basic function module, and transfer passenger module, among which:

[0040] The flight information module is configured to handle: integration of internal and external information systems, intelligent information push;

[0041] The basic function module is configured to handle: boarding gate seat change, one-click outbound passenger late arrival reminder, MUC group optimization, remote stand scanning review, and domestic check-in;

[0042] The transfer passenger module is configured to handle: online transfer enquiry and transfer passenger services.

[0043] According to an embodiment of the digital integrated platform system based on employee operations and passenger services in the terminal of the present invention, the function of online flight delay compensation further includes the following processing: allowing employees to use the GWS flight delay compensation function to make online compensation for passengers, and allowing passengers to make online compensation by themselves.

[0044] According to an embodiment of the digital integrated platform system based on employee operations and passenger services in the terminal of the present invention, the function of customizing the information push further includes the following processing: for abnormal flight delays, flight travel dynamic information is instantly pushed to passengers who have completed message subscription.

[0045] According to an embodiment of the digital integrated platform system based on employee operations and passenger services in the terminal of the present invention, the function of rescheduling in the restricted area of ​​abnormal flights further includes the following processing: using the batch rescheduling function, after the flight is closed, when there is a large-scale delay in the on-site flights, employees can solve the rescheduling problem for passengers with one click.

[0046] According to an embodiment of the digital integrated platform system based on employee operations and passenger services in the terminal of the present invention, the function of online overbooking compensation further includes the following processing: the employee side uses the GWS overbooking compensation function to compensate passengers online, and the passenger side provides overbooking compensation by itself.

[0047] According to an embodiment of the digital integrated platform system based on employee operations and passenger services in the terminal of the present invention, the function of bidding and recruiting volunteers for oversold flights further includes the following processing: for oversold flights, a bidding recruitment link is actively pushed to passengers before the flight takes off, and for passengers who have bid, the successful volunteers are determined according to the principle of the lowest bidder.

[0048] According to an embodiment of the digital integrated platform system based on employee operations and passenger services in the terminal of the present invention, the function of integrating internal and external information systems further includes the following processing: by connecting to internal and external information systems including the FOIS system, MUC group, check-in monitoring system, and departure system, boarding gate staff can obtain flight-related operation support information in real time through the GWS system.

[0049] According to an embodiment of the digital integrated platform system based on employee operations and passenger services in the terminal of the present invention, the function of intelligent information push further includes the following processing: for abnormal flight delays, employees are informed of the message through MUC, and flight travel dynamic information is instantly pushed to passengers who have completed the message subscription.

[0050] According to an embodiment of the digital integrated platform system based on employee operations and passenger services in the terminal building of the present invention, the basic function modules are further configured as follows:

[0051] The function of changing seats at the boarding gate further includes the following processing: allowing employees to use GWS to change seats for passengers at the boarding gate;

[0052] The function of one-click outbound calling for late passengers further includes the following processing: before the flight is closed, employees can use the GWS system to call late passengers with one click and urge them to board the plane;

[0053] The MUC group optimization function further includes the following processing: when a passenger arrives late, check-in area staff can find the gate security personnel for the corresponding flight to avoid late door closing due to information asymmetry;

[0054] The remote stand scanning and review function further includes the following processing: real-time viewing of remote stand passenger boarding pass scanning status in GWS, which is convenient for internal and external field staff to monitor and review;

[0055] The domestic check-in function further includes the following processing: allowing employees to perform domestic check-in operations for passengers.

[0056] According to an embodiment of the digital integrated platform system based on employee operations and passenger services in the terminal building of the present invention, the transfer passenger module is further configured as follows:

[0057] The online transfer query function further includes the following processing: for transfer passengers, by entering the flight numbers of the previous and next segments, query the adapted transfer route containing key path text prompts and real-life pictures;

[0058] The functions for serving transfer passengers further include the following processing: allowing employees to use GWS to make online compensation or reschedule abnormal flights for transfer passengers.

[0059] Compared with the prior art, the present invention has the following beneficial effects:

[0060] 1. Internal system integration improves efficiency and reduces the workload of employees:

[0061] The innovative digital processing solution of "GWS (Gate Work Station)" promotes the extension of passengers' first touchpoint to both ends, and empowers technology for the lean management of the ground service department. The GWS system integrates the internal and external systems of the airline commonly used by employees in the restricted area, avoiding employees from switching multiple systems on their mobile phones and PCs, thus improving work efficiency; at the same time, operators can grasp the flight support process in real time in the background, and provide passengers with boarding gate rescheduling, seat change and other needs in a timely manner according to special circumstances such as flight cancellations that may occur at the boarding gate, providing intelligent support for employees, and further improving work efficiency and on-site management benefits.

[0062] 2. Actively adapt to future business formats and reduce airport operating costs

[0063] Under the general background of "one-stop service", passenger touchpoints will be extended to both ends, that is, pre-trip services will be moved online, and in-trip services will be withdrawn to the boarding gate, giving full play to the advantages of the boarding gate and improving the flexibility of passengers' travel. First, in the event of an abnormal flight, passengers do not have to go through security check again and return to the check-in hall. They can use the mini program to self-service or have the boarding gate workstation staff handle the corresponding rescheduling business for them. Secondly, the system can provide one-stop service at the boarding gate, laying the foundation for achieving the ultimate goal (first meeting with the flight attendant) in the later stage.

[0064] 3. Maximize passenger satisfaction and reduce passenger complaint rate

[0065] The present invention is committed to building each boarding gate into a comprehensive digital passenger-exclusive platform of "comprehensive service counter + check-in counter + ticket counter + data middle platform", solving all problems of passengers in the restricted area in one stop, further improving the travel experience of passengers, and maximizing passenger service satisfaction. When the flight is abnormal, passengers can reschedule at the boarding gate without having to return to the restricted area for operation, which gives passengers great flexibility. Through the GWS boarding gate workstation, passengers and staff are "zero distance". When passengers have urgent needs or flights are abnormal, employees will provide passengers with one-stop service through GWS as soon as possible, greatly reducing passengers' complaints caused by dissatisfaction with some work delays. BRIEF DESCRIPTION OF THE DRAWINGS

[0066] The above features and advantages of the present invention can be better understood after reading the detailed description of the embodiments of the present disclosure in conjunction with the following drawings. In the drawings, the components are not necessarily drawn to scale, and components with similar related properties or features may have the same or similar reference numerals.

[0067] Figure 1 A schematic diagram of an embodiment of a digital integrated platform system based on employee operations and passenger services in a terminal building of the present invention is shown.

[0068] Figure 2 A schematic diagram showing the passenger contact points of the present invention extending to both ends. DETAILED DESCRIPTION

[0069] The present invention is described in detail below in conjunction with the accompanying drawings and specific embodiments. Note that the aspects described below in conjunction with the accompanying drawings and specific embodiments are only exemplary and should not be construed as limiting the scope of protection of the present invention in any way.

[0070] Figure 1 The principle of an embodiment of the digital integrated platform system based on the staff operation and passenger service in the terminal of the present invention is shown. Figure 1 The system of this embodiment includes an emergency situation handling system and a production guarantee system.

[0071] The special situation handling system further includes: flight delay module and flight overbooking module.

[0072] The flight delay module is configured to handle the following functions: online flight delay compensation, custom edited information push, and abnormal flight rescheduling in restricted areas.

[0073] The online flight delay compensation function further includes the following processing: employees can use the GWS flight delay compensation function to make online compensation for passengers, and passengers can use the mini program to make online compensation by themselves. The role is to provide passengers with multiple channels for compensation in the event of flight delays, avoid congestion in the restricted area, and replace the Jiexing equipment with GWS to reduce the burden on employees.

[0074] The function of customizing information push notifications further includes the following processing: for abnormal flight situations such as flight delays, flight travel dynamic information is instantly pushed to passengers who have subscribed to the notifications through WeChat. The purpose is to focus on the personalized travel needs of passengers in terms of travel information reminders, optimize and upgrade the abnormal flight information reminders, and enhance the passenger's air travel experience.

[0075] The function of rescheduling abnormal flights in the restricted area further includes the following processing: adopting the batch rescheduling function, after the flight is closed, when there is a large-scale delay in the on-site flights, employees can solve the rescheduling problem for passengers with one click. The role played is to avoid the need for most passengers who need to take subsequent flights to return again in the restricted area, further improving the passenger's air travel experience.

[0076] The flight overbooking module is configured to handle the following functions: online overbooking compensation and competitive bidding recruitment of overbooked flight volunteers.

[0077] The online overbooking compensation function further includes the following processing: employees can use the GWS overbooking compensation function to compensate passengers online, and passengers can use the mini program to make overbooking compensation on their own. The role is to provide passengers with multiple channels for compensation in the event of overbooking, avoid congestion in restricted areas, and replace Jiexing equipment with GWS to reduce the burden on employees.

[0078] The bidding recruitment function for oversold flights further includes the following processing: for oversold flights, a bidding recruitment link is actively pushed to passengers through a mini program or SMS before the flight takes off, and for "bid" passengers, the successful bidders are determined according to the "lowest bidder wins" principle. The role played is to change the existing volunteer recruitment model from offline employee recruitment to online passenger active application, greatly improving the travel experience of passengers on oversold flights, and at the same time, through the bidding method, further increasing the possibility of reducing oversold compensation costs.

[0079] The production support system further includes: flight information module, basic function module, and transfer passenger module.

[0080] The flight information module is configured to handle the following functions: integration of internal and external information systems, and intelligent information push.

[0081] The function of integrating internal and external information systems further includes the following processing: by connecting to internal and external information systems such as FOIS (Flight Operation Information System), MUC (MU Communication) group, check-in monitoring system, departure system, etc., boarding gate staff can obtain flight-related operation support information in real time through the GWS system.

[0082] The function of intelligent information push further includes the following processing: for abnormal flight situations such as flight delays, employees can obtain information through the internal communication software MUC, and the flight travel dynamic information can be instantly pushed to passengers who have completed the message subscription through WeChat "Service Notification". The role played is to focus on the personalized travel needs of passengers in terms of travel information reminders, optimize and upgrade the abnormal flight information reminders, and improve the passenger's air travel experience.

[0083] The basic function module is configured to handle the following functions: seat change at the boarding gate, one-click outbound passenger late arrival reminder, MUC group optimization, remote aircraft stand scanning review, and domestic check-in.

[0084] The function of changing seats at the boarding gate further includes the following processing: allowing employees to use GWS to change seats for passengers at the boarding gate.

[0085] The function of one-click outbound calling to remind passengers of late arrival further includes the following processing: before the flight is closed, employees can use the GWS system to call late arriving passengers with one click and urge them to board the plane.

[0086] The functions of MUC group optimization further include the following processing: when passengers are late for arrival, the check-in area staff can find the gate security personnel for the corresponding flight to avoid problems such as late closing of the cabin door due to information asymmetry.

[0087] The remote stand scanning and review function further includes the following processing: real-time viewing of remote stand passenger boarding pass scanning status in GWS, which is convenient for internal and external field staff to monitor and review.

[0088] The domestic check-in function further includes the following processing: allowing employees to use PAD to perform domestic check-in operations for passengers.

[0089] The transfer passenger module is configured to handle the following functions: online transfer enquiry, transfer passenger services.

[0090] The online transfer query function further includes the following processing: for transfer passengers, by entering the flight numbers of the previous and next segments, you can query the adapted transfer route containing key path text prompts and real-life pictures. The role is to provide transfer route guidance for transfer passengers, help them complete the transfer itinerary quickly and conveniently, reduce transfer time, and improve the flight travel experience.

[0091] The function of serving transfer passengers further includes the following processing: GWS is used by employees to make online compensation or reschedule abnormal flights for transfer passengers. The function is to provide online compensation and reschedule abnormal flights for transfer passengers, further improving the passenger's air travel experience.

[0092] The system of this embodiment realizes Figure 2 The passenger touchpoints shown will be extended to both ends, that is, pre-trip services will be moved to the line, and in-trip services will be moved to the boarding gate, giving full play to the advantages of the boarding gate and improving passengers' travel flexibility.

[0093] For the digital integrated platform system based on employee operations and passenger services in the terminal of this embodiment, there are different processing procedures based on different scenarios, and the following is an explanation of different specific scenarios.

[0094] These scenarios mainly include: flight information inquiry, flight delay compensation, overbooking compensation, domestic check-in, and custom edited information push.

[0095] In the flight information query scenario, the system runs the following process.

[0096] Step 1: Click on the MUC group to directly jump to the MUC group dedicated to the corresponding flight support (provided that you are in the group).

[0097] Step 2: The area displays the basic information of the current flight, including date, flight number, aircraft type, scheduled flight, pre-flight, parking position, boarding gate number, CDM (Collaborative Decision Making) time, and external delay reasons.

[0098] Step 3: The area displays the special service passenger information of the current flight, including small animals, UM (Unaccompanied Minor), stretchers, wheelchairs, etc. (click to view the special service passenger's name and seat number).

[0099] Step 4: Remote gate scanning verification. The area displays the scanning status of the passenger ID scanning personnel after clicking upload (specifically, the personnel at the gate click to start and end the scanning, and the gate personnel conduct online verification of the number of passengers on board).

[0100] Step 5: Check-in monitoring. Click on the passenger information to enter the check-in monitoring page. The gate staff can swipe the passenger information to the left and call the late passengers with one click.

[0101] Step 6: Gate Schedule. Click on the gate schedule to view the gate personnel supporting the flight and click to view the specific contact information.

[0102] Step 7: Click to query the information of the preceding and following flights (including departure place, take-off time, estimated arrival time, arrival time, aircraft type, flight number, flight gate closure, and off-block time (actual)).

[0103] In the flight delay compensation scenario, the flight delay compensation function is integrated into the integrated platform to facilitate employees to make online compensation for passengers at any time.

[0104] In the overbooking compensation scenario, the overbooking function is integrated into the GWS system, so that employees can make online compensation for passengers at any time. The system runs the following process.

[0105] Step 1: Click Overbooking Compensation.

[0106] Step 2: Enter the time range, flight number or origin and destination, and authorized users can query the compensated flights.

[0107] Step 3: Click on the flight list to check the list of passengers to be compensated.

[0108] Step 4: Enter claim details by optically scanning your boarding pass or scanning your ID card, or enter claim details by scanning the QR code on your boarding pass or scanning your ID card with your mobile phone.

[0109] Step 5: Enter the compensation amount and generate a compensation QR code. Passengers collect the compensation by scanning the compensation QR code to complete the overbooking compensation.

[0110] Step 6: You can only register compensation by cash when clicking on the passenger list.

[0111] In the domestic check-in scenario, the system runs the following process.

[0112] Step 1: Click Domestic Check-in.

[0113] Step 2: Scan the passenger's ID or enter the e-ticket number to check in for the passenger's seat selection according to their wishes.

[0114] Customize the scenario of information push, and push flight travel dynamic information to passengers who have subscribed to the message in real time through WeChat "Service Notification" for abnormal flight situations such as flight delays. In terms of passenger travel information reminders, focus on the personalized travel needs of passengers, and optimize and upgrade the reminders of multiple maintenance information such as abnormal flight information and transfer information to enhance the passenger's air travel experience.

[0115] The custom editing information push function is divided into the applicant operation process and the approver operation process, which are described as follows.

[0116] The applicant operation process includes the following steps.

[0117] Step 1: Click Select Flight.

[0118] Step 2: Click Search Flights.

[0119] Step 3: Go to the selected flight page and select the passengers to be pushed. The specific process is: click all passengers, click the "Filter" function to filter the passenger status, and edit the message by checking a single passenger or multiple passengers.

[0120] Step 4: Edit and submit the custom message. The specific process is: select the notification template, fill in the notification content, check the push channel, select the approver, click "Confirm" to submit, and complete the applicant submission process.

[0121] The approver operation process includes the following steps.

[0122] Step 1: Go to the "To-Do List" to search.

[0123] Step 2: Fill in the approval opinion and complete the assignment.

[0124] Step 3: Jump to the rescheduled passenger details page.

[0125] Step 4: Select the flight you want to reschedule.

[0126] Although the above methods are illustrated and described as a series of actions for simplicity of explanation, it should be understood and appreciated that these methods are not limited by the order of the actions, because according to one or more embodiments, some actions may occur in a different order and / or concurrently with other actions from those illustrated and described herein or not illustrated and described herein but understandable to those skilled in the art.

[0127] Those skilled in the art will further appreciate that the various illustrative logic blocks, modules, circuits, and algorithm steps described in conjunction with the embodiments disclosed herein may be implemented as electronic hardware, computer software, or a combination of the two. To clearly illustrate this interchangeability of hardware and software, various illustrative components, blocks, modules, circuits, and steps are generally described above in terms of their functionality. Whether such functionality is implemented as hardware or software depends on the specific application and the design constraints imposed on the overall system. The technician may implement the described functionality in different ways for each specific application, but such implementation decisions should not be interpreted as resulting in a departure from the scope of the present invention.

[0128] The various illustrative logic blocks, modules, and circuits described in conjunction with the embodiments disclosed herein may be implemented or performed with a general purpose processor, a digital signal processor (DSP), an application specific integrated circuit (ASIC), a field programmable gate array (FPGA) or other programmable logic device, discrete gate or transistor logic, discrete hardware components, or any combination thereof designed to perform the functions described herein. A general purpose processor may be a microprocessor, but in the alternative, the processor may be any conventional processor, controller, microcontroller, or state machine. The processor may also be implemented as a combination of computing devices, such as a combination of a DSP and a microprocessor, a plurality of microprocessors, one or more microprocessors in cooperation with a DSP core, or any other such configuration.

[0129] The steps of the method or algorithm described in conjunction with the embodiments disclosed herein may be embodied directly in hardware, in a software module executed by a processor, or in a combination of the two. The software module may reside in a RAM memory, a flash memory, a ROM memory, an EPROM memory, an EEPROM memory, a register, a hard disk, a removable disk, a CD-ROM, or any other form of storage medium known in the art. An exemplary storage medium is coupled to a processor so that the processor can read and write information from / to the storage medium. In an alternative, a storage medium may be integrated into a processor. The processor and the storage medium may reside in an ASIC. The ASIC may reside in a user terminal. In an alternative, the processor and the storage medium may reside in a user terminal as discrete components.

[0130] In one or more exemplary embodiments, the functions described may be implemented in hardware, software, firmware, or any combination thereof. If implemented as a computer program product in software, each function may be stored on or transmitted by a computer-readable medium as one or more instructions or codes. Computer-readable media include both computer storage media and communication media, including any medium that facilitates the transfer of a computer program from one place to another. Storage media may be any available medium that can be accessed by a computer. As an example and not limitation, such a computer-readable medium may include RAM, ROM, EEPROM, CD-ROM or other optical disk storage, disk storage or other magnetic storage device, or any other medium that can be used to carry or store the desired program code in the form of an instruction or data structure and can be accessed by a computer. Any connection is also properly referred to as a computer-readable medium. For example, if the software is transmitted from a website, a server, or other remote source using a coaxial cable, a fiber optic cable, a twisted pair, a digital subscriber line (DSL), or wireless technologies such as infrared, radio, and microwaves, the coaxial cable, fiber optic cable, twisted pair, DSL, or wireless technologies such as infrared, radio, and microwaves are included in the definition of the medium. Disk and disc as used herein include compact disc (CD), laser disc, optical disc, digital versatile disc (DVD), floppy disk and Blu-ray disc, wherein disk often reproduces data magnetically, while disc reproduces data optically with lasers. Combinations of the above should also be included within the scope of computer-readable media.

[0131] The previous description of the disclosure is provided to enable any person skilled in the art to make or use the disclosure. Various modifications to the disclosure will be apparent to those skilled in the art, and the general principles defined herein may be applied to other variations without departing from the spirit or scope of the disclosure. Thus, the disclosure is not intended to be limited to the examples and designs described herein, but should be granted the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. A digital integrated platform system based on staff operations and passenger services in the terminal, It is characterized in that The system includes special situation handling system and production support system, among which: The special situation handling system further includes: flight delay module and flight overbooking module, among which: The flight delay module is configured to handle: online flight delay compensation, custom edited information push, and abnormal flight rescheduling in restricted areas; The flight overbooking module is configured to handle: online overbooking compensation, competitive bidding for overbooked flight volunteers; the production support system further includes: flight information module, basic function module, transfer passenger module, among which: The flight information module is configured to handle: integration of internal and external information systems, intelligent information push; The basic function module is configured to handle: boarding gate seat change, one-click outbound passenger late arrival reminder, MUC group optimization, remote stand scanning review, and domestic check-in; The transfer passenger module is configured to handle: online transfer enquiry and transfer passenger services.

2. According to claim 1, the digital integrated platform system based on staff operations and passenger services in the terminal building, It is characterized in that The online flight delay compensation function further includes the following processing: allowing employees to use the GWS flight delay compensation function to make online compensation for passengers, and allowing passengers to make online compensation by themselves.

3. According to claim 1, the digital integrated platform system based on staff operations and passenger services in the terminal building, It is characterized in that The function of customizing information push further includes the following processing: in response to abnormal flight delays, flight travel dynamic information is instantly pushed to passengers who have completed message subscription.

4. According to claim 1, the digital integrated platform system based on staff operations and passenger services in the terminal building, It is characterized in that The function of rescheduling abnormal flights within the restricted area further includes the following processing: using the batch rescheduling function, after the flight is closed, when there is a large-scale delay in the on-site flights, employees can solve the rescheduling problem for passengers with one click.

5. According to claim 1, the digital integrated platform system based on staff operations and passenger services in the terminal building, It is characterized in that The online overbooking compensation function further includes the following processing: allowing employees to use the GWS overbooking compensation function to provide online compensation for passengers, and allowing passengers to make overbooking compensation on their own.

6. The digital integrated platform system based on staff operations and passenger services in the terminal according to claim 1, It is characterized in that The function of bidding and recruiting volunteers for oversold flights further includes the following processing: for oversold flights, a bidding recruitment link is actively pushed to passengers before the flight takes off, and for passengers who have bid, the successful volunteers are determined according to the principle of the lowest bidder.

7. The digital integrated platform system based on staff operations and passenger services in the terminal according to claim 1, It is characterized in that The function of integrating internal and external information systems further includes the following processing: by connecting to internal and external information systems including the FOIS system, MUC group, check-in monitoring system, and departure system, boarding gate staff can obtain flight-related operation support information in real time through the GWS system.

8. The digital integrated platform system based on staff operations and passenger services in the terminal according to claim 1, It is characterized in that The function of intelligent information push further includes the following processing: for abnormal flight situations such as flight delays, employees can be notified of messages through MUC, and flight travel dynamic information can be instantly pushed to passengers who have completed message subscription.

9. The digital integrated platform system based on staff operations and passenger services in the terminal according to claim 1, It is characterized in that For the basic function module, further configuration is as follows: The function of changing seats at the boarding gate further includes the following processing: allowing employees to use GWS to change seats for passengers at the boarding gate; The function of one-click outbound calling for late passengers further includes the following processing: before the flight is closed, employees can use the GWS system to call late passengers with one click and urge them to board the plane; The MUC group optimization function further includes the following processing: when a passenger arrives late, check-in area staff can find the gate security personnel for the corresponding flight to avoid late door closing due to information asymmetry; The remote stand scanning and review function further includes the following processing: real-time viewing of remote stand passenger boarding pass scanning status in GWS, which is convenient for internal and external field staff to monitor and review; The domestic check-in function further includes the following processing: allowing employees to perform domestic check-in operations for passengers.

10. The digital integrated platform system based on staff operations and passenger services in the terminal according to claim 1, It is characterized in that For the transfer passenger module, the further configuration is as follows: The online transfer query function further includes the following processing: for transfer passengers, by entering the flight numbers of the previous and next segments, query the adapted transfer route containing key path text prompts and real-life pictures; The functions for serving transfer passengers further include the following processing: allowing employees to use GWS to make online compensation or reschedule abnormal flights for transfer passengers.

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