在机场23年

◇ 文 |本刊记者 高维微 图| 游 宇 受访者提供

姚莹刚入职重庆江北机场的时候，机场的名字里还没有“国际”二字。

那是23 年前，姚莹刚参加工作，是机场里的一名地服人员。

2007 年，重庆航空成立，姚莹成了重庆航空这个大家庭里的一员，直到现在。

23 年来，尽管姚莹的工作地点一直都在江北机场，但她的工作却随着重庆航空业的发展在不断变化。从某种程度说，姚莹见证了重庆航空业的发展。

“傲娇”的机场地服人员

“我刚上班那阵子，整个江北机场，只有一个航站楼，航站楼里就6座廊桥，步行就能走遍整个机场。”姚莹回忆起1996 年的往事，“当时搭乘飞机出行的旅客也不多，坐飞机算得上件稀奇事，我们这些机场的工作人员还格外洋气，亲戚朋友也觉得我在机场工作很有面子。现在想来，当时我还是很‘傲娇’的。”

“洋气”也是有理由的，那时的机场有很多让人“开眼界”的新鲜事儿。

第一次见到引导车时，姚莹看着上面印有黄色的“follow me”字样，还在好奇，她想着出租车怎么进了机场，为此还闹了不少笑话。闹笑话的不止姚莹，当时乘客对于机场的设备也不了解，有的甚至不知道怎么登机，看到运送行李的传送带就一屁股坐了上去，以为需要通过传送带才能上飞机。

01 在重庆机场，姚莹已工作了23 年

在姚莹参加工作两年后，江北机场正式更名为重庆江北国际机场，航站楼里等待登机的队伍也开始慢慢变长，每当有亲戚坐飞机，都会找姚莹帮忙换登机牌，并把他们带到登机口。

尽管机场的名字变了，但最早的国际（地区）航线是飞往香港、澳门，旅客也不多。当时姚莹的工作换到了机场贵宾要客室，“一天能接待两拨乘客就算不错了。”那时姚莹最怕晚上值班，“一个人在贵客要客室呆着，空旷得有些恐怖。”

问询台的“人肉智能机”

2004 年，江北机场T2 航站楼投入使用，姚莹也跟着来到了T2 航站楼。

相比T1 航站楼，刚建成的T2 航站楼让姚莹觉得已经很大了。也就是在这里，她成了问询台的一名工作人员。

当时，机场的很多操作要人工处理，问询台特别忙碌。“怎么买票，怎么买保险，怎么到登机口，乘客问到的服务，我们都要尽力解决。”姚莹说。

“只有你想不到，没有旅客提不出的问题。”那时候，姚莹不仅要负责现场问询，还要负责接听三部问询电话，他们一般会问航班什么时候到，延误多长时间，到几号接机口接机等，甚至有些旅客还会打电话咨询天气。

问询台的工作，让姚莹练就了一心多用的功夫。姚莹那时能背下机场所有的航班信息，只需抬头瞄上一眼航线屏幕，就能回答旅客所有关于航班是否准点，大约几点到达等问题。

姚莹记得刚到问询台工作的时候，一天大约有40 多趟航班。现在仅她就职的重庆航空，每天就有80 多趟航班在江北机场起降。

截至2019 年8 月，重庆航空已经拥有27架空客系列飞机，国内通航点包括北京、上海、广州、深圳、杭州、南京、武汉、青岛、哈尔滨、长沙、昆明、宁波、温州、汕头等国内主要公商务航线城市和拉萨、西双版纳、腾冲、大理、迪庆、三亚等主要旅游航线城市，此外还有众多的国际（地区）航线。

“不见人影的地服”

2017 年，T3 航站楼正式启用，姚莹每天的运动步数从此轻轻松松就能上三万步，频繁霸占朋友圈榜首。

T3 航站楼尽管比T2 更大，客流量也更多，但需要地服的地方却越来越少了。

“过去和星级酒店前台大小无异的问询台，现在只剩下一个小小的圆台，问询台前驻足询问的乘客也越来越少，他们只需要一部手机，就能更为精确地知道航班的大小信息。”姚莹说。

02 姚莹和同事们沟通工作细节

03 姚莹主持召开工作会

如今，乘客对于托运行李、换登机牌等流程也已经十分熟悉，而且越来越多的乘客开始自助值机，登机流程越来越简单、方便，需要地服人员的地方越来越少。过去姚莹手填的纸质机票早已不见踪影，大部分乘客已经习惯了使用电子机票、电子登机牌。

随着重庆航空业的不断发展，姚莹自己的生活圈也在不断变大。

在T1 航站楼工作时，由于交通不便，姚莹住在离航站楼不远的单身宿舍里。T2 航站楼建成后，随着机场路的建成，姚莹把家搬到了离机场不远的渝北区。当T3 航站楼建成以后，姚莹又把家搬到了沙坪坝，“一个小时车程就能到达，还算方便。”

变化的不仅仅是姚莹的生活圈，23 年来，重庆航空业也在飞速发展。

以姚莹工作的重庆航空为例，成立以来就努力为山城市民架设一条条通向全国、连接世界的空中桥梁，特别是发挥自身平台特色打造了一支别具特色的城市彩绘机队，“幸福重庆号”“美好重庆号”“重庆时光号”翱翔天际，每天都在向世界展示重庆的城市风采。

未来，重庆航空还将围绕重庆，立足重庆是西部大开发的重要战略支点、处在“一带一路”和长江经济带联结点上的特殊区位，积极配合重庆江北国际机场国际航空枢纽建设战略，不断扩大机队规模和航线网络，构建起国内转高原、国内转国内、国内转国际、国际转国际的综合航线网络。

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.