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GB/T 16177: Historical versions
| Std ID | Version | USD | Buy | Deliver [PDF] in | Title (Description) |
| GB/T 16177-2025 | English | 459 |
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4 days [Need to translate]
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Passenger service quality in public air transport
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| GB/T 16177-2007 | English | 319 |
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3 days [Need to translate]
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Quality of public air transport service
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| GB/T 16177-1996 | English | 479 |
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4 days [Need to translate]
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Quality standards of public air transport service
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Basic data
| Standard ID | GB/T 16177-2025 (GB/T16177-2025) |
| Description (Translated English) | Passenger service quality in public air transport |
| Sector / Industry | National Standard (Recommended) |
| Classification of Chinese Standard | V50 |
| Classification of International Standard | 03.220.50 |
| Word Count Estimation | 22,234 |
| Date of Issue | 2025-12-31 |
| Date of Implementation | 2026-07-01 |
| Older Standard (superseded by this standard) | GB/T 16177-2007 |
| Issuing agency(ies) | State Administration for Market Regulation, Standardization Administration of China |
Similar standards
GB/T 23420|GB/T 18764|GB/T 16177-2025: Passenger service quality in public air transport
---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
ICS 03.220.50
CCSV50
National Standards of the People's Republic of China
Replaces GB/T 16177-2007
Public air transport passenger service quality
Published on 2025-12-31
Implemented on July 1, 2026
State Administration for Market Regulation
The State Administration for Standardization issued a statement.
Table of contents
Preface III
1.Scope 1
2 Normative References 1
3.Terms and Definitions 1
4 General Principles 1
5.Basic Requirements for Service Personnel 1
5.1 Appearance and Demeanor 1
5.2 Service Languages 2
5.3 Service Attitude 2
5.4 Business Skills 2
6.Ticketing services 2
6.1 Seating reservation 2
6.2 Ticketing 2
6.3 Ticket Changes and Refunds 2
7.Transportation to and from the airport 3.
7.1 General Rules 3
7.2 Traffic on roads in front of the terminal building 3
7.3 Parking lot (building) 3
7.4 Airport bus or public bus 3
7.5 Taxi 4
7.6 Ride-hailing services 4
8 Ground Services 4
8.1 Terminal Environment 4
8.2 Terminal service facilities and service requirements 4
8.3 Guidance Service 5
8.4 Check-in procedures 6
8.5 Security Check 7
8.6 Luggage Service 8
8.7 Check-in and Check-out Services 9
8.8 Transfer Service 10
8.9 Airport Commercial Services 10
8.10 Airport Ancillary Services 11
9 Cabin Service 11
9.1 Cabin Environment and Facilities 11
9.2 Broadcast 11
9.3 Other Cabin Services 11
10 Special Needs Passenger Services 12
10.1 General Rules 12
10.2 12 disabled passengers
10.3 Senior passengers 12
10.4 Infant and child passengers 12
11 Irregular Flight Services 12
11.1 Information Disclosure 12
11.2 Basic Service Requirements 13
11.3 In-flight delay service 13
11.4 Handling of Large-Scale Flight Delays 13
12 Passenger grievance management 13
12.1 General Rules 13
12.2 Customer Service Hotline 13
12.3 Handling and processing passenger complaints 13
Foreword
This document complies with the provisions of GB/T 1.1-2020 "Standardization Work Guidelines Part 1.Structure and Drafting Rules of Standardization Documents".
Drafting.
This document replaces GB/T 16177-2007 "Quality of Public Air Transport Services". Compared with GB/T 16177-2007, the main differences are in the structural design.
Aside from integration and editorial changes, the main technical changes are as follows.
---The scope has been changed (see Chapter 1, Chapter 1 of the.2007 edition);
---The general principles have been amended (see Chapter 4, Chapter 3 of the.2007 edition);
---The basic requirements for service personnel have been changed (see Chapter 5, Chapter 4 of the.2007 edition);
---Requirements related to ticket offices, freight stations, and freight transport services have been removed (see sections 5.1, 5.4, and Chapter 9 of the.2007 edition);
---The specific requirements for ticketing services have been changed (see Chapter 6, 6.2 and 6.3 of the.2007 edition);
---The seating control requirement has been removed (see 6.1 in the.2007 version);
---Added service requirements for transportation to and from the airport (see Chapter 7);
---The load balance requirement has been removed (see section 7.2 of the.2007 edition);
---The terminal environmental requirements have been changed (see 8.1, 5.2 in the.2007 version);
---Terminal service facilities and service requirements have been revised (see 8.2, 5.2 and 7.3 of the.2007 version);
---Terminal guidance service requirements have been changed (see 8.3, 5.2 and 7.4 of the.2007 version);
---Check-in requirements have been changed (see 8.4, 7.1 in the.2007 version);
---Added security check service requirements (see 8.5);
---The baggage service requirements have been changed (see 8.6, 7.8 in the.2007 version);
---The requirements for boarding and disembarking services have been changed (see 8.7, 7.6 in the.2007 version);
---Added transit service requirements (see 8.8);
---The requirements for airport commercial services have been changed (see 8.9, 7.5 of the.2007 edition);
---Added requirements for airport ancillary services (see 8.10);
---The cabin environment and facilities requirements have been changed (see 9.1, 5.3 and 8.5 in the.2007 edition);
---The requirements for cabin announcements have been changed (see 9.2, 8.2 in the.2007 edition);
---The requirements for cabin catering services have been changed (see 9.3, 8.3 in the.2007 version);
---The requirements for cabin service and entertainment have been removed (see 8.1 and 8.4 in the.2007 edition);
---The requirements for special needs passenger services have been amended (see Chapter 10, 4.4 of the.2007 edition);
---Changes to requirements related to irregular flight services (see Chapter 11, 7.7 of the.2007 edition);
---Requirements for passenger complaint management have been added (see Chapter 12);
---Quality indicators have been removed (see Chapter 10 of the.2007 edition).
Please note that some content in this document may involve patents. The issuing organization of this document assumes no responsibility for identifying patents.
This document was proposed by the Civil Aviation Administration of China.
This document is under the jurisdiction of the National Technical Committee on Standardization of Air Transport (SAC/TC464).
This document was drafted by. China Academy of Civil Aviation Science and Technology, Civil Aviation Administration of China, Air China, and China Airlines.
China Eastern Airlines Corporation Limited, China Southern Airlines Corporation Limited, Xiamen Airlines Corporation Limited, Sichuan Airlines Corporation Limited, Beijing
Beijing Capital International Airport Co., Ltd., Beijing Daxing International Airport Group Co., Ltd., Qingdao International Airport Group Co., Ltd.
Shanghai International Airport Co., Ltd. Pudong International Airport, Guangzhou Baiyun International Airport Co., Ltd., and Shenzhen Airport Co., Ltd.
Company, Chongqing Jiangbei International Airport Co., Ltd., Eastern Airport Group Co., Ltd., Hubei Airport Group Co., Ltd., Hainan Airport Facilities Co., Ltd.
Limited Company, China Air Transport Association, China National Institute of Standardization.
The main drafters of this document are. Xu Qing, Li Yu, Zhang Qingchun, Wang Xu, Liu Xueli, Zheng Chenxi, Chen Wei, Li Hongtao, Cai Huali, Jiang Tao, and Bai Jing.
Zhao Liying, Ren Xingyue, Li Yadan, Zou Yingzhi, Yang Jian, Mu Xianlan, Pan Hui, Liu Shuang, Lü Danbei, Chen Rong, Wang Jingwen, Tang Wen, Chang Jun, Liu Chang
Zhang Chunyuan, Han Jing, Si Qiushuang, Wang Hui, Jing Dongqing, Xu Liqin, Wang Xuejun, Wu Jingting, Wang Chan, Chen Jieen, Ding Yuyang, Bao Zhidan, Zhao Rui
Xu Licheng, Zhou Pengpeng, Wang Liying, Zhang Linchuan, Zhang Dong, Liu Zhijie, Zheng Juaner.
This document was first published in.1996, revised for the first time in.2007, and this is the second revision.
Public air transport passenger service quality
1 Scope
This document establishes the general principles for passenger services in public air transport, and stipulates the basic requirements for service personnel, ticketing services, and transportation to and from the airport.
The content and quality of passenger services, including ground services, cabin services, special needs passenger services, irregular flight services, and passenger complaint management.
Require.
This document applies to passenger services and management in public air transport.
2 Normative references
The contents of the following documents, through normative references within the text, constitute essential provisions of this document. Dated citations are not included.
For references to documents, only the version corresponding to that date applies to this document; for undated references, the latest version (including all amendments) applies.
This document.
GB 5749 Standard for Drinking Water Quality
GB 5768.2 Road traffic signs and markings Part 2.Road traffic signs
GB 5768.3 Road traffic signs and markings Part 3.Road traffic markings
GB/T 15566.1 Principles and Requirements for Setting Up Public Information Guidance Systems Part 1.General Provisions
GB/T 15566.2 Principles and Requirements for the Setting Up of Public Information Guidance Systems Part 2.Civil Airports
GB/T 18764 Civil Aviation Passenger Transport Terminology
GB 37488 Hygiene Standards and Limits for Public Places
MH/T 5020 Design Specification for Public Broadcasting System of Civil Transport Airport Terminal Building
MH/T 5047 Technical Standard for the Configuration of Barrier-Free Facilities and Equipment in Passenger Terminal Areas of Civil Airports
MH/T 5059 Specification for Setting Up Public Information Signage System at Civil Airports
3 Terms and Definitions
The terms and definitions defined in GB/T 18764 apply to this document.
4 General Principles
4.1 Public air transport passenger services are people-centered, with safety first, flight regularity, and high-quality service as the general quality policy.
4.2 Equip with safety facilities and equipment to ensure safe operation.
4.3 Strengthen the coordination among various transportation support departments to ensure normal flight operations.
4.4 Implement standardized and humanized management throughout the entire process to provide passengers with smart, convenient, comfortable and considerate travel services.
4.5 During the service process, we should attach importance to the conservation and reuse of resources and take into account the requirements of sustainable development.
5.Basic Requirements for Service Personnel
5.1 Appearance and Demeanor
5.1.1 Dress appropriately, cleanly and neatly.
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