一、承诺宗旨
（一）打造安全、便捷、温馨的航空港，树立良好的窗口形象；
（二）践行首问负责制、首看责任制，为旅客提供热情主动、宾至如归的服务；
（三）尊重旅客意见，关注旅客需求，维护旅客权益。
二、承诺内容
（一）安心服务
--办理乘机手续服务
1.开始办理时间
（1）国内航班在航班计划离站时间前90分钟;
（2）国际/地区航班在航班计划离站时间前120分钟;
2.旅客办理乘机手续排队等候及办理时间
（1）国内航班：头等舱/公务舱旅客办理乘机手续排队等候时间不超过5分钟；经济舱旅客办理乘机手续排队等候时间不超过10分钟。
（2）国际/地区航班：头等舱/公务舱旅客办理乘机手续排队等候时间不超过5分钟；经济舱旅客办理乘机手续排队等候时间不超过20分钟。
--安全检查服务
安全检查在严格执行航空安保相关规定和标准的前提下，为特殊旅客（老、弱、病、残、孕、抱婴旅客、无人陪伴儿童、军人、消防救援人员）设置专用通道，提供优先安检服务。
--行李服务
当您下机后，如您有托运行李，请到行李提取区提取，若您乘坐航班为国内航班，第一件托运行李将在您到达行李转盘后8min内到达行李提取处，最后一件行李将在您到达行李转盘后30min内到达行李提取处；若您乘坐航班为国际航班，第一件托运行李将在您到达行李转盘后10min内到达行李提取处，最后一件行李将在您到达行李转盘后40min内到达行李提取处；
当您下机后，如未提取到您的托运行李，请您到行李提取区的行李查询处或致电0888-5141026、5141083进行查询处理。
（二）暖心服务
--特别关爱
机场为老年旅客、残障旅客、携带婴幼儿旅客、无成人陪伴儿童提供优先值机、优先安检、优先登机等服务，您可直接到机场问询台办理相关手续或提前致电96566、13988874305，0888-5173088预约保障服务；
--遗失物品服务
如您不慎在机场遗失物品，我们将予以免费妥善保管（可能存在安全隐患的物品除外）并进行详细记录，您可以拨打电话96566、0888-5173088、5141081或登录丽江机场官方网站（操作方法：机场官方网站→旅客服务→失物招领）、“中国民用机场协会”官网(http://www.chinaairports.org.cn/)（操作方法：点击失物招领模块，输入“机场名称、日期、遗失物品”等关键信息）查询遗失物品信息。
（三）舒心服务
--问询服务
1.全体工作人员执行首问负责制，对您的问询主动、热情、周到，有问必答或有效指引；
2.设立24小时电话问询服务（问询电话：96566、0888-3066995，0888-5173088、0888-5141081），航班运行期间提供人员问讯服务；
--候机楼设施
1. 候机区域配备饮水设备、候机座椅、移动电话充电装置。
2. 提供专用母婴室，确保环境整洁，温度适宜，配备打理台、洗手台及便于哺乳休息的座椅等必备设施。
3. 免费行李手推车供应充足、布局合理，便于旅客取用。航班运行期间完好率达到100%，回收及时，不影响旅客取用。
--诚信经营
1.候机楼内营业性商店、餐厅出售的商品和餐饮，品质保证，杜绝假冒伪劣商品；明码标价，杜绝乱涨价、乱收费现象；
2.从事经营活动的单位和商家禁止揽客和欺诈行为。
--航班延误
航班延误时，每30分钟广播一次航班延误信息，及时发布最新信息；依据航班延误原因，按航空公司要求，为旅客提供航班延误服务。
--中转服务
1.丽江机场航班最短中转衔接（MTC）时间为90分钟；
2.行李直挂范围（中转产品：易畅转、海天无限）及其他完成国内通程航班管理平台备案航班组合。
（四）诚心服务
当您对我们提供的服务不满意或有其他建议时，欢迎通过以下渠道联系我们：
（1）丽江机场投诉电话：13578373088、96566
投诉邮箱：ljjcanfb@163.com
Complaint Email:ljjcanfb@163.com
（2）商业服务监督投诉电话：15708889066，0888-5141167
（3）丽江机场安全服务微平台（登录微信-搜索“丽江机场安全服务微平台-服务投诉）
我们将耐心听取您的意见或建议，认真调查核实，并依据有关法律法规和中国民航局的有关规定进行妥善处理；收到您的投诉后，我们将会在3个工作日内与您沟通，并将在5个工作日内做出实质性回复，对于需深入调查的，将在10个工作内做出实质性回复。
三、总经理声明
上述承诺均为丽江机场在自身职责、权限和控制范围内做出的具体承诺。在某些极端情况、意外事件或执行国家机关的有关紧急规定的情况下，可能会出现无法实现上述承诺中的部分内容的情形。在这些情形下，丽江机场及驻场单位将尽力把对旅客带来的不便降低到最小程度。
Lijiang Sanyi International Airport Service Commitment
I. Purpose of commitment:
A.Create a safe, comfortable and convenient airport and show a good image of the Lijiang city;
B.Take the inquired responsibility to provide enthusiasm、sincere and welcoming service to travelers；
C.Respect passengers' opinions, pay attention to their needs and protect their rights and interests.
Ⅱ. Contents of commitment
A.Reassuring Services
-check-in service
1.Check in Start Time
a.Domestic passengers can check in and drop off their baggage 90 minutes in advance before their flight departure time;
b.International passengers can check in and drop off their baggage 120 minutes in advance before their flight departure time;
2.Queuing Waiting & Processing Time for Check in
a.Domestic flights: First-class/Business-class passengers wait no more than 5 minutes for boarding procedures; economy-class passengers wait no more than 10 minutes for boarding procedures.
b.International/regional flights: First-class/Business-class passengers wait no more than 5 minutes for boarding procedures; economy-class passengers wait no more than 20 minutes for boarding procedures.
-Airport security
On the premise of strictly complying with relevant aviation security regulations and standards, dedicated lanes are available for priority security screening for special passengers (the elderly, the sick, persons with disabilities, pregnant women, passengers with infants, unaccompanied children, military personnel, and fire rescue personnel).
While strictly complying with relevant aviation security regulations and standards, security check services provide dedicated lanes and priority screening for special passengers, including the elderly, infirm, disabled, pregnant passengers, passengers with infants, unaccompanied children, military personnel and fire and rescue personnel.
-Baggage service
1.Upon arrival, if you have checked baggage, please collect it at the baggage claim area.
a.For domestic flights: The first piece of checked baggage shall arrive at the baggage claim carousel within 8 minutes after you reach the carousel; the last piece of checked baggage shall arrive within 30 minutes after you reach the carousel.
b.For international flights: The first piece of checked baggage shall arrive at the baggage claim carousel within 10 minutes after you reach the carousel; the last piece of checked baggage shall arrive within 40 minutes after you reach the carousel.
2. If you didn’t pick up your checked luggage after your arrival, please go to the baggage inquiry office at the baggage claim area or call 0888-5141026 or 5141083 for inquiry.
B. Caring Services
-special service
On-site application at the airport information desk or online reservation for priority check-in,security check,boarding and other services of elderly ,disabled ,infants and unaccompanied passengers are avilable.
Telephone numbers for eservation:96566，13988874305,0888-5173088.
- Lost and Found
If you accidentally lose your belongings at the airport, we will keep them properly for free (except for those that may have potential safety hazards) and make detailed records. You can retrieve it in the following three ways:
1.Lost and found telephone of the airport: 96566，0888-5173088, 5141081;
2. log in to the official website “http://www.lijiangairport.com/ → passenger service → lost and found”;
3.log in to the official website “http://www.chinaairports.org.cn/ →lost and found”。
C. Comfort oriented Services
-Inquiry service
1.All the staff shall reply your inquiries with enthusiasm、sincerity and conscious attention;
2.You can enjoy round-the-clock telephone enquiry at the terminal. Personnel inquiry service will be supplied during flight operation.
-Terminal facilities
1.The waiting area is equipped with drinking water facilities ,waiting seats and mobile phone charging devices.
2.Dedicated mother and baby rooms are maintained in clean and thermally appropriate condition, equipped with changing tables, hand washing sinks and rest seats for breastfeeding.
3.Sufficient free baggage trolleys are reasonably deployed for easy passenger access. During flight operation hours, 100 % of trolleys shall be kept serviceable and promptly retrieved without impeding passenger use.
-Integrity management
1.To ensure the quality of the commodities in commercial shops and the foods in restaurants in the terminal building, and to eliminate counterfeit and inferior goods; prices are marked clearly, unreasonable price increases and charges is forbidden;
2.Units and businesses engaged in business activities should avoid soliciting customers and frauds。
-Flight delay
When the flight is delayed, the flight delay information will be broadcast every 30 minutes to release the latest information in a timely manner; According to the reasons of flight delay and the requirements of the airline, provide passengers with flight delay services。
-Transfer Services
1.The Minimum Transfer Connection (MTC) time at Lijiang Airport is 90 minutes.
2.Baggage‑through‑check applies to transfer products including “Yi‑Chang Zhuan” and “Haitian Wu‑Xian”, as well as other flight combinations filed on the Domestic Through‑Flight Management Platform.
D.Sincere Complaint handling Services
If you are not satisfied with our service or have other suggestions, please contact us through the following channels:
1. Complaint telephone number of the Lijiang airport: 13578373088,96566, Complaint Email:ljjcanfb@163.com
2. Complaint telephone number of business service supervision: 15708889066, 0888-5141167;
3.Lijiang airport security service micro platform (log in WeChat - search "lijiang airport security service micro platform - service report")
We will patiently listen to your opinions or suggestions, carefully investigate and verify them, and properly handle them in accordance with relevant laws and regulations and relevant provisions of civil aviation administration of China; After receiving your complaint, departments and units involved in the complaint will communicate with you within three working days and make a substantive reply within five working days. For those requiring in-depth investigation, they will make a substantive reply within 10 working days.
III. General Manager's Statement
The above commitments are only made by Lijiang Airport within its own responsibilities, authority, and control. In some extreme cases, accidents, or the implementation of the relevant emergency provisions of State organs, there may be situations in which some of the above-mentioned commitments cannot be fulfilled. Under these circumstances, Lijiang Airport and its resident units will try their best to minimize the inconvenience to passengers.