—— Wang Rui, Customer Service Manager of ——HNA Taiyuan Base.

When Wang Rui's name is mentioned, many people in HNA Taiyuan Base will give a thumbs up: "Kindness, enthusiasm and competence". As the ground service room manager of the engine room ground service department of HNA Taiyuan Base, Wang Rui is not only a kind elder sister in the eyes of employees, but also a "smiling angel" in the hearts of passengers!

1996, when Wang Rui came to the ground post, she was just a little girl in her early twenties. It is this little girl who has worked in the ground position for nine years. During these nine years, Wang Rui worked hard and never cared about personal gain or loss. She hasn't taken a day off, made a small mistake, and was rewarded more than ten times. She witnessed the ups and downs of the development of HNA Mountain Airlines and the prosperity after the reorganization of HNA Mountain Airlines. She has served countless passengers. Sweat, tears, hard work and moving are only clear to her. "At first, I chose this job to make a living, but now, I have been integrated with it. I can't live without it, and I can't live without Hainan Airlines. Watching passengers board the plane with satisfaction every day is the happiest thing in my day! " Talking about the past, Wang Rui's face was full of joy.

Open space serves a family.

Wang Rui treats every passenger warmly and thoughtfully, and it is no exaggeration to call her an "angel" on the ground. Most importantly, she treats the flight attendants as carefully as the passengers. She always gives great support and help to the flight attendants because she knows the hard work of the flight attendants. Only with the joint efforts of air service and ground service can we really do a good job of service, satisfy passengers and reassure the company!

On July 23, 2005, the flight from Hangzhou to Taiyuan failed to provide heated meals to passengers due to oven failure, which caused dissatisfaction among passengers. The relevant departments informed the ground service personnel of Taiyuan base of the information before the plane landed, and asked them to make preparations for receiving passengers after landing. On this day, it happened that Wang Rui was on duty. After getting the news, she waited at the mouth of the covered bridge early. She is ready to be scolded by passengers, and she thinks that passengers should never be allowed to leave the airport with dissatisfaction. At this time, the plane slipped into place. When the hatch was opened, Wang Rui was startled by what he saw: the passengers got off the plane with the spring breeze without any unpleasant feeling. It was not until the passengers got off the plane that she learned from the flight attendant that during the meal delivery service, the flight attendant apologized and explained to the passengers and won their understanding.

Passengers have arrived at the station, but the crew will continue to fly. Air flight is very tiring for flight attendants. Wang Rui is well aware of this, especially in the flight just now. The flight attendants were too busy to eat a cold meal because they had to explain to the passengers one by one. Passengers are God, and flight attendants who serve passengers are also very important. They appeased and sent the passengers away. In order to provide the crew with hot meals and physical strength for the next flight, Wang Rui quickly contacted the cabin dispatcher to add meals for the crew. However, because it is a temporary meal, the agency's support ability is limited, and it is impossible to prepare meals for more than ten minutes after the station. After the flight attendant knew the situation, he took the initiative to say, "Forget it if it's too late. Don't affect the flight. " Wang Rui, who is actively looking for a way out, was very moved. Because in the previous work, it is normal for flight attendants to ask for catering, but it is very valuable for this flight attendant to focus on the overall situation and not consider himself in order not to delay the follow-up flight. Wang Rui, however, didn't follow suit because of the flight attendants' refusal. There is only one thought in her heart, that is, she must not let the stewardess continue to fly hungry! So, Wang Rui contacted the cabin dispatcher Shang Lei, and Qi Xin coordinated the catering company and added several bowls of noodles and sausages for the flight attendants. Wang Rui also carefully considered the hot weather in summer, and girls like to drink yogurt. Under the same standards, she also prepared yogurt for flight attendants. The crew was quite satisfied with Wang Rui's work, and Wang Ruicai breathed a sigh of relief. She understands that only by serving the flight attendants well and keeping them full of physical strength and energy can we provide better aviation services for passengers. The most important thing is to let the flight attendants feel that someone is also caring about them, let them fly with a happy mood and warm their hearts, so as to warm the hearts of passengers!

How can such a cooperative work scene in Qi Xin not be touching? What a beautiful scenery I left in my heart. Although Wang Rui has only met the stewardess once, she will be deeply remembered by the stewardess.

Spring breeze dissolves thunder and anger.

On June 20th, 2003, the flight from Taiyuan to Chongqing was delayed due to the weather. At that time, the Spring Festival is coming. Most tourists are foreigners doing business in Taiyuan, and they are looking forward to going home for the New Year. Among the tourists, there is a baby who was born for more than 50 days. At first, the passengers were able to restrain their desire and readily accept the drinks sent by the service staff. As time went on, people became more and more impatient, and the anger of passengers increased with the delay of time. In order to let the passengers have a good rest and not wait around at the airport, Wang Rui decided to send them to the hotel, but the passengers thought it didn't matter to send them to the hotel. Only four passengers agreed to rest in the hotel, and the other 25 passengers were emotional and determined not to leave the terminal. The noise is getting louder and louder Facing the passengers' incomprehension, Wang Rui patiently explained his work. At this moment, a plane just stopped at the station. Some passengers threatened to seize the plane, and some passengers rushed out of the terminal. Wang Rui led the staff to cooperate with security personnel and public security personnel to prevent passengers from impacting the tarmac. Although stopped by Wang Rui and his colleagues, the passengers could not attack the tarmac, but they insisted on not returning to the terminal.

A baby's crisp cry broke the confrontation. The baby suddenly woke up and kept crying, perhaps for a long time. Perhaps it is the child's crying that makes people worry, and the child's mother begins to be restless and complain constantly. The child's father repeated many insults and suddenly threw the child into Wang Rui's arms. Out of mother's instinct, Wang Rui instinctively grasped the child and held it tightly in her arms. Wang Rui kept persuading the passengers while holding the baby. The child's little face was red with tears. He cried and cried, and most of Wang Rui's sleeves were wet. Wang Rui was worried that the child would catch cold and realized that he should change the wet diaper immediately. Wang Rui earnestly persuaded: "Please ask this parent to cooperate and change the child's diaper first, so as not to make the child feel uncomfortable, okay?" But the child's parents refused. The helpless cry of the child deeply touched Wang Rui's heart. Wang Rui carefully held the child in her arms, regardless of the soaked sleeves, and said to the passengers, "We will give you satisfactory answers to your questions. We understand your feelings very well. Please calm down, negotiate with us, don't scare the children, and ask this parent to think for the children. If there are no diapers, let's buy them and take care of the children first, ok? " This sincere word finally touched the passengers, and all the passengers present agreed: "OK, take care of the children first. This girl is right. It's really good. It is enough to have such a heart. Don't embarrass others. " The mother of the child also calmed down a little, cooled down and took the child and said, "We didn't change diapers. We thought it was almost home, so we brought a few diapers, which were all wet and the baby's stomach was still uncomfortable. " Hearing this, Wang Rui immediately asked with concern, "Never mind. I will buy diapers for the children. I'll contact our medical staff for you to see if there are any medicines suitable for children. Did you bring milk powder? " Do you need to buy it? "The child's mother was a little embarrassed at this moment, and even thanked her. In order to gain time, Wang Rui immediately went to the airport supermarket to buy diapers and milk powder for the children, called the aviation doctor, examined the children and prescribed medicine for them. After taking the medicine, the child fell asleep in Wang Rui's arms with a sweet smile in his sleep.

Although the child fell asleep, the passengers' mood did not calm down. After a delay of 10 hour, the passengers are like a volcano about to erupt. Wang Rui carefully responded to passengers' questions, insults and shoving, endured grievances and continued to explain to passengers. Finally, the passengers' anger finally subsided in Wang Rui's sincere words. Wang Rui led the staff to serve the passengers in the quarantine area: the passengers were bored, and Wang Rui brought playing cards to relieve boredom; When the passengers were tired, Wang Rui poured a cup of hot coffee to refresh themselves. When the passengers were hungry, Wang Rui brought dinner. The waiting children dozed off, and Wang Rui gently covered them with blankets ...

Finally boarding the plane, Wang Rui, who has been serving passengers at the scene 1 1 hour, still insists on standing at the boarding gate, smiling and apologizing to the passengers who insulted and pushed her. "Goodbye, please." At this time, the passengers have been moved by Wang Rui's sincere service, and they are all a little embarrassed about their previous performance. In the face of smiling Wang Rui, they can only apologize with "thank you".

Special love is dedicated to special "you"

At 8 o'clock in the morning of June 5438+1October 65438+1October, 2004, Taiyuan was very cold in late autumn, but Wusu Airport entered the busiest time of the day again. A pair of special passengers, an old woman and her grandson, often fly from Taiyuan to Shenyang by Hainan Airlines, waiting anxiously in the terminal. The white-haired old lady looked around with a little boy about 6 years old, and the little boy just giggled. He is a demented child with obvious mental defects.

The old lady is over 60 years old, struggling to hold her 6-year-old grandson. She didn't dare to eat more or drink more water, because she was afraid of going to the toilet and couldn't take care of her grandson. Children can't stand or sit, and they can't even chew and swallow normally when eating. The whole person is as soft as cotton. Wang Rui, who was on duty at that time, saw it. She quickly helped the old lady bring the rice and picked up the 6-year-old mentally retarded child for the old lady to eat. The old lady is very grateful. She fed the child bit by bit in distress, and it took nearly 10 minutes to feed a spoonful of rice. Wang Rui carefully wiped the child's mouth, wiped off the rice grains on her body, and then boarded the plane. Wang Rui also carefully helped the elderly to change their children's diapers. The old man told Wang Rui that her grandson had been suffering from cerebral palsy since he was three years old, and his son and daughter-in-law had another one. He is still busy with work every day and has to take his grandson to see a doctor all over the country. Later, there was a place in Shanxi where acupuncture was more effective in treating mental retardation, so he went back and forth to Shanxi for treatment. In the process of seeking medical treatment, she met Rainbow Rui, a kind-hearted person, and moved her grandmother to tears. She murmured, "Good man, good man!" "

When boarding the plane, the old man was uneasy and wouldn't let others hold the child. Wang Rui can only help with the luggage, watching the old man struggling to hold the child. The child just grinned, and Wang Rui was very sour.

For this elderly woman, Wang Rui has been thinking about her. The shadows of grandma and grandson have been lingering in her mind, but also for her persistence in life and for her children.

Moved by love. It is estimated that after the passengers got home, she called again to ask if grandma and grandson got home safely. After learning that they arrived smoothly, Wang Ruicai put down her hanging heart, and her seriousness and responsibility earned sincere thanks from the passengers' families. She said: "In this world, no matter who has a vulnerable side, we need sincere care. As a service provider, we should touch the world and our passengers with love. "

Wang Rui always puts the satisfaction of passengers first, the love for others at heart, and the bitterness and tiredness at last. During the whole process of abnormal flight support, he led Qi Xin, an employee, to work together and take measures such as diverting passengers, which effectively avoided the long-term delay of multiple flights due to company reasons and the possible large-scale compensation caused by passengers' refusal to get on and off the plane. Company leaders and personnel on duty praised and affirmed the outstanding performance in the flight support process that day.

Sorry, I don't have an article about my personal outstanding deeds!