◇ 文 |本刊記者 高維微 圖| 游 宇 受訪者提供

姚瑩剛?cè)肼氈貞c江北機(jī)場(chǎng)的時(shí)候，機(jī)場(chǎng)的名字里還沒(méi)有“國(guó)際”二字。

那是23 年前，姚瑩剛參加工作，是機(jī)場(chǎng)里的一名地服人員。

2007 年，重慶航空成立，姚瑩成了重慶航空這個(gè)大家庭里的一員，直到現(xiàn)在。

23 年來(lái)，盡管姚瑩的工作地點(diǎn)一直都在江北機(jī)場(chǎng)，但她的工作卻隨著重慶航空業(yè)的發(fā)展在不斷變化。從某種程度說(shuō)，姚瑩見證了重慶航空業(yè)的發(fā)展。

“傲嬌”的機(jī)場(chǎng)地服人員

“我剛上班那陣子，整個(gè)江北機(jī)場(chǎng)，只有一個(gè)航站樓，航站樓里就6座廊橋，步行就能走遍整個(gè)機(jī)場(chǎng)。”姚瑩回憶起1996 年的往事，“當(dāng)時(shí)搭乘飛機(jī)出行的旅客也不多，坐飛機(jī)算得上件稀奇事，我們這些機(jī)場(chǎng)的工作人員還格外洋氣，親戚朋友也覺(jué)得我在機(jī)場(chǎng)工作很有面子。現(xiàn)在想來(lái)，當(dāng)時(shí)我還是很‘傲嬌’的。”

“洋氣”也是有理由的，那時(shí)的機(jī)場(chǎng)有很多讓人“開眼界”的新鮮事兒。

第一次見到引導(dǎo)車時(shí)，姚瑩看著上面印有黃色的“follow me”字樣，還在好奇，她想著出租車怎么進(jìn)了機(jī)場(chǎng)，為此還鬧了不少笑話。鬧笑話的不止姚瑩，當(dāng)時(shí)乘客對(duì)于機(jī)場(chǎng)的設(shè)備也不了解，有的甚至不知道怎么登機(jī)，看到運(yùn)送行李的傳送帶就一屁股坐了上去，以為需要通過(guò)傳送帶才能上飛機(jī)。

01 在重慶機(jī)場(chǎng)，姚瑩已工作了23 年

在姚瑩參加工作兩年后，江北機(jī)場(chǎng)正式更名為重慶江北國(guó)際機(jī)場(chǎng)，航站樓里等待登機(jī)的隊(duì)伍也開始慢慢變長(zhǎng)，每當(dāng)有親戚坐飛機(jī)，都會(huì)找姚瑩幫忙換登機(jī)牌，并把他們帶到登機(jī)口。

盡管機(jī)場(chǎng)的名字變了，但最早的國(guó)際（地區(qū)）航線是飛往香港、澳門，旅客也不多。當(dāng)時(shí)姚瑩的工作換到了機(jī)場(chǎng)貴賓要客室，“一天能接待兩撥乘客就算不錯(cuò)了?！蹦菚r(shí)姚瑩最怕晚上值班，“一個(gè)人在貴客要客室呆著，空曠得有些恐怖?！?/p>

問(wèn)詢臺(tái)的“人肉智能機(jī)”

2004 年，江北機(jī)場(chǎng)T2 航站樓投入使用，姚瑩也跟著來(lái)到了T2 航站樓。

相比T1 航站樓，剛建成的T2 航站樓讓姚瑩覺(jué)得已經(jīng)很大了。也就是在這里，她成了問(wèn)詢臺(tái)的一名工作人員。

當(dāng)時(shí)，機(jī)場(chǎng)的很多操作要人工處理，問(wèn)詢臺(tái)特別忙碌?！霸趺促I票，怎么買保險(xiǎn)，怎么到登機(jī)口，乘客問(wèn)到的服務(wù)，我們都要盡力解決。”姚瑩說(shuō)。

“只有你想不到，沒(méi)有旅客提不出的問(wèn)題?！蹦菚r(shí)候，姚瑩不僅要負(fù)責(zé)現(xiàn)場(chǎng)問(wèn)詢，還要負(fù)責(zé)接聽三部問(wèn)詢電話，他們一般會(huì)問(wèn)航班什么時(shí)候到，延誤多長(zhǎng)時(shí)間，到幾號(hào)接機(jī)口接機(jī)等，甚至有些旅客還會(huì)打電話咨詢天氣。

問(wèn)詢臺(tái)的工作，讓姚瑩練就了一心多用的功夫。姚瑩那時(shí)能背下機(jī)場(chǎng)所有的航班信息，只需抬頭瞄上一眼航線屏幕，就能回答旅客所有關(guān)于航班是否準(zhǔn)點(diǎn)，大約幾點(diǎn)到達(dá)等問(wèn)題。

姚瑩記得剛到問(wèn)詢臺(tái)工作的時(shí)候，一天大約有40 多趟航班?，F(xiàn)在僅她就職的重慶航空，每天就有80 多趟航班在江北機(jī)場(chǎng)起降。

截至2019 年8 月，重慶航空已經(jīng)擁有27架空客系列飛機(jī)，國(guó)內(nèi)通航點(diǎn)包括北京、上海、廣州、深圳、杭州、南京、武漢、青島、哈爾濱、長(zhǎng)沙、昆明、寧波、溫州、汕頭等國(guó)內(nèi)主要公商務(wù)航線城市和拉薩、西雙版納、騰沖、大理、迪慶、三亞等主要旅游航線城市，此外還有眾多的國(guó)際（地區(qū)）航線。

“不見人影的地服”

2017 年，T3 航站樓正式啟用，姚瑩每天的運(yùn)動(dòng)步數(shù)從此輕輕松松就能上三萬(wàn)步，頻繁霸占朋友圈榜首。

T3 航站樓盡管比T2 更大，客流量也更多，但需要地服的地方卻越來(lái)越少了。

“過(guò)去和星級(jí)酒店前臺(tái)大小無(wú)異的問(wèn)詢臺(tái)，現(xiàn)在只剩下一個(gè)小小的圓臺(tái)，問(wèn)詢臺(tái)前駐足詢問(wèn)的乘客也越來(lái)越少，他們只需要一部手機(jī)，就能更為精確地知道航班的大小信息。”姚瑩說(shuō)。

02 姚瑩和同事們溝通工作細(xì)節(jié)

03 姚瑩主持召開工作會(huì)

如今，乘客對(duì)于托運(yùn)行李、換登機(jī)牌等流程也已經(jīng)十分熟悉，而且越來(lái)越多的乘客開始自助值機(jī)，登機(jī)流程越來(lái)越簡(jiǎn)單、方便，需要地服人員的地方越來(lái)越少。過(guò)去姚瑩手填的紙質(zhì)機(jī)票早已不見蹤影，大部分乘客已經(jīng)習(xí)慣了使用電子機(jī)票、電子登機(jī)牌。

隨著重慶航空業(yè)的不斷發(fā)展，姚瑩自己的生活圈也在不斷變大。

在T1 航站樓工作時(shí)，由于交通不便，姚瑩住在離航站樓不遠(yuǎn)的單身宿舍里。T2 航站樓建成后，隨著機(jī)場(chǎng)路的建成，姚瑩把家搬到了離機(jī)場(chǎng)不遠(yuǎn)的渝北區(qū)。當(dāng)T3 航站樓建成以后，姚瑩又把家搬到了沙坪壩，“一個(gè)小時(shí)車程就能到達(dá)，還算方便?！?/p>

變化的不僅僅是姚瑩的生活圈，23 年來(lái)，重慶航空業(yè)也在飛速發(fā)展。

以姚瑩工作的重慶航空為例，成立以來(lái)就努力為山城市民架設(shè)一條條通向全國(guó)、連接世界的空中橋梁，特別是發(fā)揮自身平臺(tái)特色打造了一支別具特色的城市彩繪機(jī)隊(duì)，“幸福重慶號(hào)”“美好重慶號(hào)”“重慶時(shí)光號(hào)”翱翔天際，每天都在向世界展示重慶的城市風(fēng)采。

未來(lái)，重慶航空還將圍繞重慶，立足重慶是西部大開發(fā)的重要戰(zhàn)略支點(diǎn)、處在“一帶一路”和長(zhǎng)江經(jīng)濟(jì)帶聯(lián)結(jié)點(diǎn)上的特殊區(qū)位，積極配合重慶江北國(guó)際機(jī)場(chǎng)國(guó)際航空樞紐建設(shè)戰(zhàn)略，不斷擴(kuò)大機(jī)隊(duì)規(guī)模和航線網(wǎng)絡(luò)，構(gòu)建起國(guó)內(nèi)轉(zhuǎn)高原、國(guó)內(nèi)轉(zhuǎn)國(guó)內(nèi)、國(guó)內(nèi)轉(zhuǎn)國(guó)際、國(guó)際轉(zhuǎn)國(guó)際的綜合航線網(wǎng)絡(luò)。

23 Years at the Airport

◇ Article | Reporter Gao Weiwei

Figures | Provided by You Yu & Interviewees

When Yao Ying first joined Chongqing Jiangbei Airport, there was no word "international" in the name of the airport.

That was 23 years ago, Yao Ying just joined the work as a ground service personnel in the airport.

In 2007, Chongqing Airlines was founded, since then Yao Ying became a member of the Chongqing Airlines family.

Yao Ying has been working at Jiangbei Airport for 23 years, and her job has been changing with the development of Chongqing's aviation industry. In a way, Yao Ying witnessed the development of Chongqing's aviation industry.

“Proud” Airport Attendant

"When I first started working, there were only one terminal and six covered Bridges in the terminal in Jiangbei Airport, the entire airport was within walking distance." At that time, there were not many passengers travelling by air," Yao recalled. "To some extent, flying was a rare thing. To many people, airport staff were still very fashionable, and my relatives and friends thought I had a decent job. Look back now, I was very'proud at that time."

"Being fashionable" is also justified, There were a lot of eye-opening things to see at the airport at that time.

The first time she saw the pilot car, Yao Ying looked at the yellow "follow me" printed on it and wondered how the taxi got into the airport, making a lot of jokes about it. Yao Ying was not the only one making a joke. Passengers didn't know the airport equipment at the time. Some didn't even know how to board the plane. When they saw the conveyor belt carrying their luggage, they sat on it, thinking that they needed to go through the conveyor belt to get on the plane.

After Yao Ying joined the work for two years, Jiangbei Airport was renamed Chongqing Jiangbei International Airport, and the waiting line in the terminal began to grow longer and longer. Whenever relatives flew, they would ask Yao Ying to help them change their boarding passes and take them to the boarding gate.

Although the name of the airport has changed, the earliest international (regional) routes were to Hong Kong and Macao, and there were not many passengers. At that period, Yao Ying was transferred to the airport VIP room, "Even at its peak, there were one or two groups passengers a day." In those days, Yao Ying was most afraid of being on duty at night. "I was alone in the guest room, and it was a bit scary."

“Human Intelligence Machine” at the Information Desk

In 2004, Jiangbei Airport Terminal T2 put into use, Yao Ying was arranged to Terminal T2.

Compared with the T1 terminal, Yao Ying thought the newly built T2 terminal was already very big. It was here that she became a staff member at the information desk.

In those days, many airport operations had to be handled manually, and the information desk was particularly busy. "How to buy tickets and insurance, and how to get to the gate, we needed to try our best to solve all the problems of passengers." Yao Ying said.

"The problems of the passengers were more strange than we could imagine." At that time, Yao Ying was responsible not only for on-the-spot inquiries, but also for answering three phone calls. They would usually ask when the flight would arrive, how long it would be delayed, and what gate it would take to pick up the flight. Some passengers would even call to ask about the weather.

The experience in inquiry desk helped Yao Ying develop the ability to handle multitask. Yao Ying could memorize all the flight information of the airport and could answer all the questions of passengers about whether the flight was on time and about what time it arrived by glancing up at the flight route screen.

Yao Ying remembers that when she first arrived at the information desk, there were about 40 flights a day. At present, Chongqing Airlines, where she works, has more than 80 flights taking off and landing at Jiangbei Airport every day.

As of August 2019, Chongqing Airlines already has 27 Airbus planes and has opened major domestic business airlines to Beijing, Shanghai, Guangzhou, Shenzhen, Hangzhou, Nanjing, Wuhan, Qingdao, Harbin, Changsha, Kunming, Ningbo, Wenzhou, Shantou and other major tourist airlines to Lhasa, Xishuangbanna, Tengchong, Dali, Diqing, Sanya, etc, as well as many international (regional) airlines.

“Ground Service with Few Personnel”

In 2017, when Terminal 3 was officially opened, Yao Ying was able to easily take 30,000 steps a day and frequently topped the list Moments in Wechat.

Terminal T3, though larger and more crowded than T2, has fewer ground services personnel.

"The information desk, which used to be the same size as the front desk of a star-rated hotel, now has only a small round desk, and fewer and fewer passengers stop at the desk to ask questions. They just need a mobile phone to get more accurate information about the flight." Yao Ying said.

Nowadays, passengers are already very familiar with the check-in baggage, boarding pass and other processes, and more and more passengers began to check-in by self-service, in addition, boarding process is more simple and convenient than before, so there are fewer places for ground service personnel. The handfilled paper tickets by Yao Ying have long disappeared, and most passengers have become accustomed to using e-tickets and e-boarding passes.

With the continuous development of the aviation industry in Chongqing, Yao Ying's own life circle is also expanding.

While working at Terminal T1, Yao Ying lived in a single dormitory not far from the terminal because of the inconvenience of transportation. After the completion of terminal T2, with the completion of airport road, Yao Ying moved her family to Yubei District, not far from the airport. When the T3 Terminal was completed, Yao Ying moved her family to Shapingba. "It's easy to get there in an hour by car," she said.

It is not just Yao Ying's life circle that has changed. Over the past 23 years, Chongqing's aviation industry has also been developing rapidly.

Taking Chongqing Airlines, where Yao Ying works, as an example, since establishment, it has made great efforts to build a series of airlines to the whole country and the whole world for the citizens of the mountain city. Especially, it has created a distinctive urban painting fleet with its own platform features. The "Happy Chongqing", "Beautiful Chongqing" and "Chongqing Time" have soared into the sky, showing the city's elegant demeanor to the world every day.

In the future, depending on Chongqing's strategic fulcrum position in the development of the western region and special location in the junction area of the "Belt and Road" Initiative and the Yangtze River Economic Belt, Chongqing Airlines will actively cooperate with the construction strategy of international aviation hub of Chongqing Jiangbei International Airport, constantly expand the fleet size and airline network to build a comprehensive airline network of covering domestic destinations, destinations in plateau areas and international destinations.