2024_06_24_2c82e4349e1070498e49g

EVA Air 長榮航空

Airport Audit Report 機場審計報告

2024

REPORT INDEX

Page 頁

2-3

Introduction & Audit Summary
介紹與審計摘要

Website 網站

Ticket Counters 售票櫃檯

11-16

Check-in 登記

Lounge - Garden Lounge
休息室 - 花園休息室

40-58

Lounge - Infinity Lounge
休息室 - 無限休息室

59-60

Transfer 轉移

61-62

Arrival 抵達

63-66

Boarding 登機

Network Airports 網絡機場

68-69

Bangkok

70-71

Chicago O'Hare 芝加哥奧黑爾

London Heathrow 倫敦希斯羅

Los Angeles 洛杉磯

San Francisco 舊金山

Tokyo Narita

INTRODUCTION & AUDIT SUMMARY
介紹及審計摘要

The Audit was conducted for EVA Air, and this report contains the results and advisory feedback for the evaluation.
審計是為長榮航空進行的，本報告包含評估的結果和建議反饋。

EVA Air maintains a very high standard of airport handling standards which are well managed in terms of the overall efficiency of the experience from kerb-to-kerb, but also in most instances deliver a very strong service quality from the various staff.
長榮航空維持著非常高的機場處理標準，這些標準在整體體驗的效率方面得到了良好的管理，從路邊到路邊，但在大多數情況下，各種員工也提供了非常強的服務質量。

We continue to find that EVA Air is capable of providing a strong degree of experiential consistency to guests in the handling systems and efficiency of boarding, arrival, and where practically possible, check-in.
我們繼續發現，長榮航空能夠在處理系統和登機、抵達以及在實際可行的情況下，辦理登機手續方面，為客人提供高度一致的體驗。

We note that EVA Air is moving away from self-service check-in at the airport to a fully online system and acknowledge that it will take time for the effectiveness of this to fully embed. We are encouraged by the initial results of this system as check-in efficiency has certainly improved and will only become more streamlined in time as more passengers become familiar with it.
我們注意到長榮航空正在從機場的自助登機轉向完全線上系統，並承認這需要時間才能完全見效。我們對這個系統的初步結果感到鼓舞，因為登機效率確實有所提高，隨著更多乘客熟悉它，效率只會變得更加流暢。

Service standards in most instances are very good at both outstations and TPE, and in our opinion network airports excel in this regard when benchmarked to other airlines outside of their "home" airports.
在大多數情況下，外站和台北的服務標準都非常好，我們認為與其他航空公司在其“主場”機場之外的表現相比，網絡機場在這方面表現出色。

The website and digital information resources remains very good and close to Best Practice standard in many of the tested areas. The actual content is generally strong, and the critical functions of flight booking, manage existing booking, and online check-in all operate well, and the mobile boarding pass systems have good utility.
網站和數位資訊資源在許多測試領域中仍然非常好，並且接近最佳實踐標準。實際內容通常很強大，航班預訂、管理現有預訂和在線登機的關鍵功能都運行良好，移動登機牌系統具有良好的實用性。

We point to the overall lack of a range of customer service contact points through the website. We do not observe a chatbot/live chat option or way for passengers to contact a representative in a timely manner without having to pick up a phone.
我們指出，網站上缺乏多種客戶服務聯繫點。我們沒有看到聊天機器人/在線聊天選項或乘客在不拿起電話的情況下及時聯繫代表的方法。

Business Class 商務艙

Check-in operations remains efficient, with the general exclusivity of this area being of an appropriate standard for Business Class. Whilst this does not have the furnishings and overall layout of some premium airlines, we are cognisant of the fact that at Taipei there are significant capacity limitations for being able to offer such enhancements.
值機操作保持高效，該區域的一般排他性對於商務艙來說是適當的標準。雖然這裡沒有一些高端航空公司的裝潢和整體佈局，但我們意識到在台北，由於容量限制，無法提供此類增強設施。

Business Class check-staff are polite and helpful, and we also find that the staff service experience is delivered with a good degree of charisma and engagement. We are confident this is ensuring a more personalised experience for passengers. We are pleased to see that there are still an excellent number of staffed service desks at all locations, and this is translating into short queue times in all instances.
商務艙的檢查人員禮貌且樂於助人，我們還發現員工的服務經驗充滿魅力和參與感。我們相信這確保了乘客更個性化的體驗。我們很高興看到所有地點仍然有大量的服務櫃檯，這轉化為所有情況下的短排隊時間。

In terms of lounges, the newly renovated Infinity facility is delivering a positive experience for Business Class passengers. Whilst this lounge can become quite congested, we are pleased to see EVA Air proactively mitigate the effects of this by ensuring all table space is efficiently used. We also highlight elements such as the individual and imaginative interior design concepts throughout, and a more individualistic approach being taken to the seating designs through the spaces which does not give an impression of being mundane or uniform in any sense.
在休息室方面，新裝修的無限設施為商務艙乘客提供了積極的體驗。儘管這個休息室可能會變得相當擁擠，但我們很高興看到長榮航空積極主動地通過確保所有桌面空間的高效使用來減輕這種影響。我們還強調了整個空間的個性化和富有創意的室內設計概念，以及在座椅設計中採取的更個性化的方法，這不會給人一種單調或統一的印象。

Overall, the lounges are consistently achieving 5 Star standards in most of the criteria covered within the report. Outstation lounge agreements are also delivering to a very high standard, and we highlight the Air France lounge in SFO as being a particularly well run facility.
總體而言，休息室在報告中涵蓋的大多數標準中始終達到 5 星標準。外站休息室協議也達到了非常高的標準，我們特別強調 SFO 的法國航空休息室是一個運營良好的設施。

Arrival, transfer, and boarding all remains well handled. Importantly we see a strongly consistent approach to these service elements at both TPE and outstations.
到達、轉機和登機都處理得很好。重要的是，我們看到 TPE 和外站在這些服務元素上採取了一致的方法。

Premium Economy & Economy Class
高級經濟艙和經濟艙

Check-in remains very well organised, and the main elements of processing are well branded and consistent. We note the addition of extra signage to drive greater online check-in accompanied by staff on-hand to assist.
登機手續仍然組織得很好，主要的處理元素品牌明顯且一致。我們注意到增加了額外的標誌，以推動更多的在線登機，並有工作人員在場協助。

We are confident this is having a positive impact and strongly underpins the online app reminders to check-in online.
我們相信這正在產生積極的影響，並強烈支持在線應用程序提醒在線登記。

There is excellent consistency in the signage infrastructure and setup of the boarding gates across TPE. EVA Air staff continue to uphold the highest levels of boarding structures and assistance for passengers, ensuring that this does not commence prematurely and that there is an excellent degree of flow to the entire procedure.
TPE 的登機門標誌基礎設施和設置具有極高的一致性。長榮航空的員工繼續保持最高水平的登機結構和乘客協助，確保不會過早開始，並且整個過程具有極佳的流暢度。

At network locations such as LHR, we do suggest that signage and branding at gates could be more strongly aligned with TPE in terms of providing a more immersive quality through the brand concepts.
在像 LHR 這樣的網絡地點，我們建議在登機口的標誌和品牌可以更強烈地與 TPE 對齊，以通過品牌概念提供更身臨其境的品質。

From the airlines perspective the transfer procedure at TPE is achieving a high standard and the airport infrastructure does seem to be able to cope with this. We do not observe extensive wait times and passenger throughput is achieving a high standard.
從航空公司的角度來看，TPE 的轉機程序達到了高標準，機場基礎設施似乎能夠應對這一點。我們沒有觀察到長時間的等待，乘客的通行效率達到了高標準。

Staffing levels are adequate, and personnel are equipped with all of the placards and signs they need to facilitate the transfer process to a high standard. We also note staff are always available to provide a point of contact during periods of delays at security screening points.
人員配備充足，並且配備了所有需要的標誌和標牌，以高標準促進轉移過程。我們還注意到，工作人員在安檢點延誤期間總是可以提供聯繫點。

Website 網站

Report & Rating 報告與評分

WEBSITE 網站

Design & Utility EVA
設計與實用性 EVA

Search engine result & links
搜尋引擎結果與連結

When the website audit was conducted, the official website appeared at the top of major search engines. The official EVA Sky Shop occupies the sixth position.
當網站審核進行時，官方網站出現在主要搜索引擎的頂部。官方 EVA Sky Shop 佔據第六位。

Meta tags and sub-menus within the main search webpage displayed via Google searches include a range of useful quick links/resources such as reservations, contact, seat selection, and flight status. These are geolocated to the user's market appropriately.
通過 Google 搜索顯示的主搜索網頁中的 Meta 標籤和子菜單包括一系列有用的快速鏈接/資源，如預訂、聯繫、座位選擇和航班狀態。這些資源會根據用戶的市場進行地理定位。

Website language & country choices
網站語言和國家選擇

The website offers location services on first use which delivers the appropriate language/city choice automatically there are approximately 18 individual country options and the same number of language options, and this covers all of the destinations served.
該網站在首次使用時提供位置服務，會自動提供適當的語言/城市選擇，大約有 18 個國家選項和相同數量的語言選項，涵蓋所有服務的目的地。

Brand image & visual impact of website
品牌形象與網站的視覺衝擊

There is a strong visual quality to the airline homepage, and this is continued across all of the internal pages. The branding is consistent across the entire website and is well harmonised with the airport terminal branding standards.
航空公司首頁具有強烈的視覺質感，這一點在所有內部頁面中得以延續。品牌在整個網站中保持一致，並且與機場航站樓的品牌標準和諧統一。

There is a good use of images and visual references throughout the website, and in the key experiential information resources. Green, the predominant colour of EVA Air, is subtly applied in various hues throughout the website ensuring a strong sense of place and brand identity as users navigate.
整個網站以及關鍵的體驗信息資源中，圖片和視覺參考的使用非常好。作為長榮航空的主色，綠色以不同的色調巧妙地應用在整個網站中，確保用戶在瀏覽時有強烈的地方感和品牌認同感。

Clarity of website navigation links
網站導航鏈接的清晰度

The website user-interface continues to meet a good, modern standard, comparing well with many other leading international airlines websites for the main homepage and navigation menus, and this includes all prime interest areas.
網站的用戶界面繼續符合良好、現代的標準，與許多其他領先的國際航空公司網站的主頁和導航菜單相比，這包括所有主要的興趣區域。

Responsive display format & utility
響應式顯示格式和實用性

The responsive display format works well for mobile devices in terms of appropriate navigation, and all graphics and text formatting transfer well between devices.
響應式顯示格式在適當導航方面對移動設備效果良好，所有圖形和文本格式在設備之間轉換良好。

Section Rating 區段評分

WEBSITE 網站

Planning & Booking EVA
規劃與預訂 EVA

Ease of locating online schedule 4.5
線上時間表的查找便利性 4.5

Customers can access timetables online through the "Where We Fly" link and once destinations are inputted, simplified formatted timetables are presented, and these achieve a good clear standard.
客戶可以通過“我們飛往的地方”鏈接在線訪問時間表，並且一旦輸入目的地，就會顯示簡化格式的時間表，這些時間表達到了良好的清晰標準。

Ease of using online schedule
使用線上時刻表的便利性

The online schedule is provided in any easy-to-use format and there is also an option to review fare trends within each page. Clicking on a flight sector will provide users with a useful array of information including seat maps, aircraft type, WiFi equipment, and live status. Some airlines include links for travel options to/from the airports served however this is not a factor for any change.
線上時刻表提供了易於使用的格式，並且每個頁面還有查看票價趨勢的選項。點擊航班區段將為用戶提供有用的信息，包括座位圖、飛機型號、WiFi 設備和實時狀態。一些航空公司還包括往返機場的旅行選項鏈接，但這不會影響任何變更。

Ease of locating online booking facility
容易找到線上預訂設施

The online booking system occupies a prime area on both the desktop and mobile platforms, and this also offers a range of booking options as part of the matrix e.g., round-trip, one-way, multi-city, as well as an option to book hotels.
線上預訂系統在桌面和移動平台上都佔據了重要位置，並且還提供一系列預訂選項，例如往返、單程、多城市以及預訂酒店的選項。

Ease of using online booking facility
使用線上預訂設施的便利性

The booking systems offers good utility with an initial range of options to search by fare, cabin as well as upgrade with FFM miles.
預訂系統提供了良好的實用性，初始範圍內的選項可以按票價、艙位以及使用 FFM 里數升級進行搜索。

The actual search function is simple, and airports auto populate by city, country, or IATA code. The clarity of multi-city booking is good, and this is located as part of the main booking engine.
實際的搜索功能很簡單，機場可以通過城市、國家或 IATA 代碼自動填充。多城市預訂的清晰度很好，這是作為主要預訂引擎的一部分。

Clarity of fare options
票價選項的清晰度

The clarity of fare options is excellent in terms of the overall pricing, and there are further sub-menus which deliver the details of the product and service, seat maps, and booking restrictions.
關於整體定價，票價選項的清晰度非常出色，並且還有進一步的子菜單，提供產品和服務的詳細信息、座位圖和預訂限制。

Codeshare transparency in booking
代碼共享預訂的透明度

4.5

Codeshares are represented in the matrix although we do not see the use of large carrier logos, which will help passengers quickly identify this. Currently, quite small grey typeface on top of a light grey background is used, and users may easily miss these important details.
代碼共享在矩陣中表示，儘管我們沒有看到使用大型航空公司標誌，這將幫助乘客快速識別這一點。目前，使用的是淺灰色背景上的相當小的灰色字體，用戶可能會輕易錯過這些重要細節。

Section Rating 區段評分

WEBSITE 網站

Manage Booking

EVA 管理預訂

EVA

Utility of manage existing facility 5
管理現有設施的效用 5

The manage booking system offers a good degree of utility for travel management and flight change factors, and for the items that can be tested during the audit, these are easy to engage with and manage on the portal for the items we could test.
管理預訂系統為旅行管理和航班變更因素提供了良好的效用，並且在審計期間可以測試的項目很容易在門戶上進行操作和管理。

Section Rating 區段評分

5.00

Online Check-in

EVA
線上報到

長榮航空

Online check-in - ease of use 4.5
在線登機 - 使用方便度 4.5

The online check-in system offers an efficient system of notifications for pre-flight access, and notifications/emails take customers directly to the portal.
在線登機系統提供高效的通知系統，用於預先登機通知，並且通知/電子郵件直接將客戶帶到門戶網站。

The actual data input standards are fine, and this is pre-populated if added on the manage booking system.
實際的數據輸入標準是可以的，如果在管理預訂系統中添加，這些標準會被預先填入。

Access times are broadly aligned with most full-service carriers.
訪問時間大致與大多數全服務航空公司一致。

Online check-in - boarding pass options 5
線上登機報到 - 登機證選項 5

A full range of boarding pass options are available, and these achieve a good standard.
提供全方位的登機證選項，並達到良好的標準。

Section Rating 區段評分

WEBSITE 網站

Customer Experience Information EVA
RATING
客戶體驗信息 EVA 評分

Airport product & service information
機場產品和服務信息

There is a good overview of airport services in Taipei which includes many elements of practical information for factors such as check-in, arrival, boarding, and connecting flights. Paragraphs of text are broken up into smaller, digestible pieces. Some information related to lounges are also supplemented by diagrams to facilitate understanding. Although these types of diagrams do not extend to an overview of check-in zones at Taipei. Even though there is a link to the airport website, it may be helpful to include something visual here.
台北機場服務概述非常全面，包含了許多實用資訊，如辦理登機手續、抵達、登機和轉機等因素。段落文字被分成較小、易於消化的部分。一些與貴賓室相關的資訊也輔以圖表以便理解。儘管這些類型的圖表並未延伸到台北辦理登機手續區域的概述。即使有機場網站的連結，在此處包含一些視覺化的內容可能會有所幫助。

The resources for transferring customers are quite good, and we are also encouraged by the range of logical arrivals information.
轉機旅客的資源相當不錯，我們也對一系列合乎邏輯的抵達資訊感到鼓舞。

The lounge information is also achieving a good standard of practicality and utility, and this is logically laid out with section highlights for various product and services available, and location and facilities maps are available.
休息室資訊也達到了良好的實用性和效用標準，並且邏輯清晰地展示了各種產品和服務的重點區域，還提供了位置和設施地圖。

Onboard product & service information
機上產品和服務資訊

4.5

The standard of onboard product and service is achieving a high-quality level across the various cabins of travel.
機上產品和服務的標準在各個旅行艙等中達到了高品質水平。

The range of resources here is fairly exhaustive in terms of the detail provided, and most of these are contextualised with attractive, relevant images. We do note the potential for confusion between Royal Laurel and Premium Laurel since these are both technically Business Class with flatbed but the A330 is a denser cabin.
這裡的資源範圍在提供的細節方面相當詳盡，而且大多數都配有吸引人且相關的圖片。我們注意到皇家桂冠和尊爵桂冠之間可能會引起混淆，因為這兩者技術上都是平躺的商務艙，但 A330 的艙等更密集。

Section Rating 區段評分

4.50

Customer Support

客戶支持

Frequent flyer programme & alliance information
常旅客計劃和聯盟信息

The bulk of FF content is positioned towards MileageLands with less focus on Star Alliance. Passengers can clearly see the benefits provided as MileageLands members but may not make the link between Star Alliance benefits available too.
大部分的常旅客內容主要集中在 MileageLands，對星空聯盟的關注較少。乘客可以清楚地看到作為 MileageLands 會員所提供的福利，但可能無法聯想到星空聯盟也提供的福利。

Options for contacting airline customer support
聯絡航空公司客戶支持的選項

There is no readily identifiable EVA Chatbot on the website and therefore there is no live agent chat feature.
網站上沒有明顯的 EVA 聊天機器人，因此也沒有實時代理聊天功能。

There is a helpdesk link in the header menu (although the question mark icon is small) and this delivers a range of FAQs and other contact options including all global offices. Users are required to choose location and then a phone number is provided. There is a reservation/ticketing hotline, and it is unclear if this is simply a sales hotline or a helpline.
在標題菜單中有一個幫助台鏈接（雖然問號圖標很小），這提供了一系列的常見問題解答和其他聯繫選項，包括所有全球辦事處。用戶需要選擇位置，然後提供一個電話號碼。有一個預訂/票務熱線，但不清楚這是否僅僅是一個銷售熱線或幫助熱線。

Comments/enquiries appear to be efficiently answered to on various social media channels.
評論/查詢似乎在各種社交媒體渠道上得到有效回應。

Section Rating 區段評分

Taipei Report & Rating
台北報告與評分

Organisation, Branding & Presentation TPE
組織、品牌與展示 TPE

Counter location(s), layout & wayfinding
櫃檯位置、佈局和導引

4.5

Ticketing counters are located on the back wall adjacent to the Hello Kitty area. The overall counter is identified as "Service" and appears to be able to service customers in a number of ways, one of which is ticketing. "Ticketing" does not seem to feature on signage and wayfinding at this location. There is also a separate priority service desk located closer to the priority check-in counters. This is more convenient and visible for priority passengers.
售票櫃檯位於 Hello Kitty 區域旁邊的後牆。整體櫃檯被標識為“服務”，似乎可以以多種方式為顧客服務，其中之一是售票。在此位置的標識和導引中似乎沒有出現“售票”字樣。還有一個單獨的優先服務櫃檯，位於靠近優先登機櫃檯的地方。這對於優先乘客來說更方便和顯眼。

Signage & Branding 標誌和品牌

4.5

"Service" signage is very clearly displayed above the large counter and is backlit. There are separate queue pillars to designate the Economy and Priority queue entrances, along with a clear "Exit" pillar.
"服務"標誌非常清楚地顯示在大櫃檯上方，並且有背光。設有單獨的排隊柱以指定經濟艙和優先排隊入口，還有一個清晰的“出口”柱。

Branding here is very strong with both the branded pillars and the large, bright green "EVA AIR" backlit sign in English and Mandarin behind the counter. All signage and branding is consistent with the usual EVA Air colours and motifs and is well applied.
這裡的品牌形象非常強烈，既有品牌柱，又有櫃檯後面明亮的綠色“長榮航空”背光標誌，標誌上有英文和中文。所有標誌和品牌形象都與長榮航空的常規顏色和圖案一致，並且應用得很好。

Counter presentation, cleanliness & condition
櫃檯展示、清潔度和狀況

The general presentation of the area is acceptable, and there appears to be good coordination between EVA staff and the maintenance of Taipei Airport.
該區域的一般展示是可以接受的，並且 EVA 員工與台北機場的維護之間似乎有良好的協調。

Queue systems & management 5

The counters do feature organised Tensa barriers. Due to the low volume of passengers making use of these facilities, the current setup is very satisfactory.
櫃檯確實設有組織良好的 Tensa 欄杆。由於使用這些設施的乘客量較少，目前的設置非常令人滿意。

Queue times
4.5 排隊時間 4.5

Waiting times are particularly modest at Taipei given the peak banks that occur here.
由於高峰時段的影響，台北的等待時間特別短。

Premium counter exclusivity
高級櫃檯專屬服務

There are premium concepts consists of a grey carpeting in front of the counter. There are no other premium concepts such as enhanced/ambient lighting, flowers, etc. The grey carpet is not branded and matches the Star Alliance or Gold check-in zone rather than the brown "Laurel" carpet observed at the Business Class Priority check-in.
有一些高級概念包括在櫃檯前的灰色地毯。沒有其他高級概念，如增強/環境照明、花卉等。灰色地毯沒有品牌標識，更像是星空聯盟或金卡值機區域，而不是在商務艙優先值機區域觀察到的棕色“桂冠”地毯。

PRM accessibility

4

The PRM counter is located at Zone/Island 18 and is labelled "Courtesy". The counter itself is easily accessible due to the simplicity of the Tensa barrier layout. However, the counter infrastructure does not appear to have been altered or lowered to accommodate wheelchairs. One would assume that the dedicated PRM facility can also process ticketing requests.
PRM 櫃檯位於 18 區/島，標有“禮遇”。由於 Tensa 屏障佈局的簡單性，櫃檯本身易於進入。然而，櫃檯基礎設施似乎沒有進行改動或降低以適應輪椅。可以假設，專用的 PRM 設施也可以處理票務請求。

Standard of staff service
服務標準

Service is not tested, and no rating is applied for this item.
服務未經測試，且此項目未評分。

Section Rating 區段評分

Counter location(s), layout & wayfinding
櫃檯位置、佈局和導引

4.5

At Taipei Terminal 2, Zone 14 is dedicated to Diamond members and Royal Laurel (Business Class) There are numerous digital monitors displaying the organisation of the EVA check-in hall and these are very well positioned. There is no separate enclosed area here for these passengers.
在台北第二航廈，14 號區專屬於鑽石會員和皇璽桂冠（商務艙）乘客。這裡有許多數位顯示器展示長榮航空的報到大廳組織，且位置非常好。這裡沒有為這些乘客設置單獨的封閉區域。

Zone 15 features check-in for Gold frequent flyers as well as Star Alliance Gold members.
15 號區提供金卡常客和星空聯盟金卡會員的報到服務。

Zone 18 is for Silver card holders and Premium Economy Class passengers (as well as Staff and PRM)
第 18 區是銀卡持有者和高級經濟艙乘客（以及員工和 PRM）的專用區域

There are large FIDS indicating which check-in counter to use and way finding is excellent, although the class distinction is not specified in the airport FIDS directory and only a generic EVA brand is applied for these rows.
有大型 FIDS 顯示應使用的值機櫃檯，導向標誌非常清晰，儘管機場 FIDS 目錄中未指定艙等區分，這些行只應用了通用的 EVA 品牌。

Signage & Branding 標誌和品牌

4.5

Branding at the beginning of the queue entrances to Zone 14 is strong, with the large, familiar colour coded pillars in place at strategic locations.
在 14 區入口處的品牌展示非常顯眼，熟悉的大型彩色編碼柱被放置在戰略位置。

Carpeting (Laurel/Diamond) is used to brand the floored area in this zone and there are overhead monitors displaying information related to the respective class of travel or member level.
地毯（月桂/鑽石）用於標記此區域的地板區域，並且有頭頂顯示器顯示與相應的旅行等級或會員級別相關的信息。

Beyond this, signage and branding is largely similar to Zone 15 for Gold except grey carpeting is used instead.
除此之外，標誌和品牌與金卡區域 15 大致相似，只是使用了灰色地毯。

Zone 18 is essentially a standard counter setup but with shorter queue times.
第 18 區基本上是一個標準的櫃檯設置，但排隊時間較短。

Overall, the organisation and segmentation of each level of FF is clearly differentiated.
總體而言，每個 FF 層級的組織和分段都明顯區分。

Counter presentation, cleanliness & condition
櫃檯展示、清潔度和狀況

From a cleanliness and condition perspective, presentation is very good for staffed counters.
從清潔和狀況的角度來看，配有工作人員的櫃檯展示非常好。

Standard & exclusivity of premium check-in
標準與高級報到的獨特性

In terms of exclusivity and privacy, EVA Air does not deliver an overly strong premium check-in service at TPE. The overall infrastructure is limiting and there is no space for a separate, enclosed space as observed at some other major Asian hubs (Singapore, Seoul, etc).
就獨特性和隱私而言，長榮航空在台北桃園機場的高級報到服務並不特別強大。整體基礎設施有限，沒有像其他一些主要亞洲樞紐（新加坡、首爾等）那樣的獨立封閉空間。

Despite this, there are differentiating factors such as porters and elaborate orchid displays (for Diamond), carpeting, and higher staff levels to ensure a swifter check-in process. There are Tensa queue barriers in place and they seem to be the standard grey EVA branded ones, rather than more premium roping.
儘管如此，還是有一些區別因素，例如搬運工和精緻的蘭花展示（針對鑽石會員），地毯和更高的員工數量以確保更快的辦理登機手續過程。現場有 Tensa 排隊欄杆，它們似乎是標準的灰色 EVA 品牌，而不是更高級的繩索。

We do understand a new terminal is currently being constructed, which EVA will occupy, and we would hope a more premium check-in experience will be factored into design.
我們了解目前正在建設一個新航站樓，EVA 將會使用，我們希望在設計中能考慮到更高級的辦理登機手續體驗。

Queue systems & management

Queue management is good here, and higher volumes of passengers were well organised in both Zone 14 and Zone 15.
這裡的排隊管理很好，並且在第 14 區和第 15 區組織了大量乘客。

Entrances are generally overseen by staff members, but they do not intercept the flow which is quite acceptable.
入口處通常由工作人員監督，但他們不會干擾流量，這是可以接受的。

Queue times 排隊時間

When live tested this is less than 5 minutes, and this appears to be very well managed. The check in area is also inspected at a time where there is a peak Bank of departures at TPE, so this is well rated.
實際測試時，這少於 5 分鐘，並且看起來管理得很好。檢查區域也在 TPE 高峰出發時段進行檢查，因此評價很高。

PRM accessibility

Good accessibility, with low gates. A separate PRM concept is marked on signage and this counter at Zone 18 is deigned appropriately for wheelchair users.
良好的無障礙設施，設有低門。標誌上標明了獨立的 PRM 概念，18 區的這個櫃檯為輪椅使用者設計得當。

Fast-track security & immigration facility
快速通關安檢及移民設施

There is no separate premium security and immigration facility at TPE and therefore no rating is applied here.
在台北桃園國際機場沒有單獨的高級安全和移民設施，因此這裡不適用任何評分。

Section Rating 區段評分

Economy Class Check-in Organisation
經濟艙辦理登機手續組織

Counter location(s), layout & wayfinding
櫃檯位置、佈局和導引

Economy Class check-in at Terminal 2 is dynamic and some of the counter allocation will depend on the time of day. Essentially, there are not enough counters for all airlines, so some are shared, and the setup is somewhat unusual due to the constraints of the terminal building.
經濟艙在 2 號航站樓的辦理登機手續是動態的，部分櫃檯分配將取決於一天中的時間。基本上，所有航空公司都沒有足夠的櫃檯，因此有些櫃檯是共用的，由於航站樓建築的限制，設置有些不尋常。

Wayfinding is strong for the various zones and is colour coded in a clear and coherent manner. Staff in the overflow area (22-26) roam the space with loudspeakers to ensure passengers are spread out accordingly to reduce congestion in one specific area. This was having some effect at 06:30 however the bag drop counter at Zone 22 was still largely empty with Zone 19 still quite crowded. We wonder of the digital monitors by the terminal entrance can be modified in a dynamic manner to direct more passengers to the overflow zone during peak hours.
對於各個區域的指引非常清晰，並且以顏色編碼的方式清晰且連貫。在溢出區（22-26）的工作人員會攜帶擴音器在空間內巡邏，以確保乘客分散開來，減少特定區域的擁擠。這在 06:30 時有一些效果，但 22 區的行李托運櫃檯仍然大部分空置，而 19 區仍然相當擁擠。我們想知道是否可以動態修改航站樓入口處的數字顯示器，以在高峰時段引導更多乘客前往溢出區。

Signage & Branding 標誌和品牌

Overall branding and signage is strong at TPE for all classes of travel, and this includes Economy Class.
整體品牌和標誌在 TPE 的所有旅行等級中都很強，包括經濟艙。

The overhead digital monitors do lack the modernity of others located at Seoul for example, which are more eyecatching and able to display far more information as single screens run the entire width of the counter islands. Hopefully, this level investment will be implemented in the new terminal check-in areas.
頭頂的數位顯示器確實缺乏現代感，與首爾等地的顯示器相比，後者更引人注目，並且能夠顯示更多資訊，因為單個螢幕覆蓋了整個櫃檯島的寬度。希望這種級別的投資能在新航站樓的值機區域實施。

Counter presentation, cleanliness & condition
櫃檯展示、清潔度和狀況

All of the counters were clean and presented in an excellent condition.
所有的櫃檯都很乾淨，狀況非常良好。

Counter allocation (bag-drop, FFM, standard)

Each Zone/Island consists of approximately 9-10 accessible counters depending on staffing.
每個區域/島嶼由大約 9-10 個可供使用的櫃檯組成，具體數量取決於人員配置。

There is a strong focus on self-bag drop and self-check-in at TPE but staffing levels are still high.
TPE 非常注重自助行李托運和自助登機，但人員配置仍然很高。

Queue systems & management

4.5

Overall, the queue system is adequate as passengers can be accommodated within the Tensa barrier maze in any area. There is an abundance of staff posted to entry points and in the general area to give information to passengers.
總體而言，排隊系統是足夠的，因為乘客可以在任何區域內的 Tensa 障礙迷宮中被安置。有大量的工作人員在入口點和一般區域提供信息給乘客。

At TPE and internationally, EVA is moving towards an online self-check in process with bag drop to reduce queueing times.
在台北和國際上，長榮航空正朝著線上自助登機和行李托運的方向發展，以減少排隊時間。

There is still some way to go as regards to passenger uptake, but the current results are delivering a mostly positive experience for passengers. Again, staff are on-hand to help facilitate the online check in process for those unfamiliar.
在乘客接受度方面仍有一些路要走，但目前的結果為乘客帶來了大多數正面的體驗。同樣，工作人員也會在場協助那些不熟悉線上登機流程的乘客。

Queue times 排隊時間

4.5

Waiting times are at an average of 5 minutes when live observed, and this does not seem unreasonable for the volume of passengers.
當實時觀察時，等待時間平均為 5 分鐘，這對於乘客量來說似乎並不不合理。

PRM accessibility

Excellent PRM designation throughout and this is industry leading in terms of accessibility and wayfinding.
優秀的 PRM 指定貫穿始終，這在無障礙和尋路方面是行業領先的。

Cabin baggage guides are available in the immediate check-in areas. These are adequate in number.
在即時辦理登機手續區域提供了機艙行李指南。這些數量足夠。

Section Rating
4.69 區段評分 4.69

Self-Service Check-in 自助登機

TPE

CUSS kiosk location(s), layout & capacity
CUSS 自助服務亭位置、佈局及容量

Self-check-in features strongly at TPE with EVA Air, however passengers are encouraged to complete the action online rather than at the airport. As a result, the CUSS at TPE are effectively redundant as they do not have a check-in facility activated. As such we do not apply a rating.
長榮航空在台北桃園機場強調自助登機功能，但鼓勵乘客在線上完成登機手續，而不是在機場。因此，台北桃園機場的 CUSS 自助服務亭實際上是多餘的，因為它們沒有啟用登機設施。因此，我們不對其進行評分。

CUSS kiosk system utility
CUSS 自助服務系統實用程式

The CUSS are not activated, and no rating is applied here.
CUSS 未啟動，這裡沒有應用任何評分。

CUSS kiosk cleanliness & condition
CUSS 自助服務亭的清潔和狀況

The CUSS are not activated, and no rating is applied here.
CUSS 未啟動，這裡沒有應用任何評分。

Self-bag-drop utility & capacity
4.5
自助行李托運設施及容量 4.5

Self-bag drop makes up a large proportion of the counters in Economy Class at TPE Terminal 2. The overall utility of these counters and capacity is deemed adequate.
自助行李托運在桃園機場第二航廈的經濟艙櫃檯中佔了很大比例。這些櫃檯的整體效用和容量被認為是足夠的。

Queue systems & management

There is no queue system in place here for the CUSS since they are not in use.
這裡沒有排隊系統，因為 CUSS 沒有在使用。

Staff are observed in the CUSS area to assist and direct passengers to either online check-in or the full service counters.
在 CUSS 區域觀察到有工作人員協助並引導乘客到線上辦理登機手續或全服務櫃檯。

Queue times 排隊時間

The CUSS are not activated so there are no queues observed. No rating is applied here.
自助服務終端機未啟動，因此未觀察到排隊情況。此處不適用評分。

PRM accessibility

The dedicated PRM line at Zone 18 has good visibility and accessibility.
Zone 18 的專用 PRM 線路具有良好的可見性和可達性。

Section Rating 區段評分

Check-in Staff Service 登記櫃檯服務

C 級評分

C Class

RATING

Y 類評級

Y Class

RATING

Standard of welcome 歡迎標準

Passengers are provided with a warm welcome as they approach the counters in Economy Class. Staff are typically cheerful on the ground, and this provides an excellent impression.
當乘客接近經濟艙櫃檯時，他們會受到熱情的歡迎。地面工作人員通常都很開朗，這給人留下了極好的印象。

Premium Economy and Priority check-In counters were used during the audit period, and again, a very warm and professional welcome was extended. Staff will always rise to their feet when passengers approach these counters.
在審核期間使用了高級經濟艙和優先辦理登機手續的櫃檯，同樣，工作人員也給予了非常熱情和專業的歡迎。當乘客接近這些櫃檯時，工作人員總是會站起來。

Service efficiency

服務效率

The desks were well staffed so there is minimal queuing. Processing time is quick here, with staff proceeding through the checklist of items with passengers proficiently and efficiently.
櫃檯人員充足，因此排隊時間最少。這裡的處理時間很快，工作人員能夠熟練且高效地按照清單與乘客進行處理。

Staff advice on seats, bags, gates, lounges, delays. 5 4.5
員工建議座位、行李、登機口、休息室、延誤。5 4.5

Staff confirm battery information, check-in labels, lounge location to a very thorough standard during all services.
員工在所有服務中都非常徹底地確認電池信息、辦理登機手續標籤、休息室位置。

Laminated seat maps are aways available and staff will generally identify seat locations and aircraft type with passengers.
層壓座位圖總是可用，工作人員通常會與乘客一起確認座位位置和飛機類型。

Enthusiasm & friendliness

熱情和友善

The service is professional, polite, and thorough, and on a benchmarked basis this is friendly and approachable.
服務專業、禮貌且徹底，基準上這是友好且平易近人的。

Enthusiasm levels are felt to be strong in terms of the overall greeting and tone used in Business Class.
在商務艙中，整體問候和語調的熱情程度被認為是強烈的。
Body language & posture
5
5

Superb throughout, from the greeting to the conclusion, there is a good mastery of the body language.
從問候到結束都非常出色，對肢體語言有很好的掌握。

Language abilities 語言能力

Excellent clarity of spoken English, and all elements are clear with good engagement.
英語口語清晰，所有元素都很清楚，並且有良好的互動。

Customer name usage 使用客戶姓名

Staff are very good at using titles such as "sir", and formal name usage is applied to an extent in Business Class.
工作人員非常善於使用諸如「先生」之類的稱謂，並且在商務艙中在一定程度上使用正式名稱。

Standard of closing service 4
4.5
服務結束標準 4 4.5

Confirmation made about the lounge location, as well as gate confirmation. A small additional feature would be to confirm walk time from the lounge to the gate.
已確認休息室位置以及登機門確認。小的附加功能是確認從休息室到登機門的步行時間。

Staff conclude the service in the traditional style and the exit route and security location are indicated.
工作人員以傳統方式結束服務，並指示出口路線和安檢位置。

Given that Business Class passengers do not have a fast track lane, it would be useful to inform them of this, so they know from the outset.
由於商務艙乘客沒有快速通道，通知他們這一點會很有幫助，這樣他們從一開始就知道了。

Assistance with self-check-in
自助登機協助

The primary job of the staff is to help passengers check-in quickly and efficiently. There is a good degree of staff availability to offer assistance throughout the check-in area. Staff do a good job herding people in the right direction and assisting passengers, particularly the elderly who need more help.
工作人員的主要工作是幫助乘客快速有效地辦理登機手續。在整個登機區域內，有相當多的工作人員可以提供幫助。工作人員在引導人群和協助乘客方面做得很好，特別是那些需要更多幫助的老年乘客。

Section Rating
區段評分

LOUNGES 休息室

Lounge Choice & Access
休息室選擇與進入

Choice of lounge facilities across airport
機場貴賓室設施選擇

There are 4 x EVA Air lounges available to passengers in Terminal 2: The Garden, The Infinity, The Star, and The Club. The Garden lounge is allocated for Platinum cardholders only. The Infinity lounge is for EVA Air Business Class passengers or Star Alliance Business/First customers. The Star lounge is for EVA Gold card holders or Star Alliance Gold card holders. The Club is allocated for EVA Air Silver card holders.
在第二航廈有四個長榮航空貴賓室可供乘客使用：The Garden、The Infinity、The Star 和 The Club。The Garden 貴賓室僅供白金卡持有者使用。The Infinity 貴賓室供長榮航空商務艙乘客或星空聯盟商務/頭等艙乘客使用。The Star 貴賓室供長榮金卡持有者或星空聯盟金卡持有者使用。The Club 貴賓室供長榮銀卡持有者使用。

The Garden and The Infinity lounges were accessed during the audit, and it is understood there may be plans to refurbish the Garden later in 2024 or 2025.
在審計期間訪問了花園和無限休息室，據了解，可能計劃在 2024 年或 2025 年對花園進行翻新。

Section Rating 區段評分

5.00

Lounge Location & Exterior
休息室位置與外觀

TPE

RATING 評分

Location(s) of lounge(s) in terminal
航廈內休息室的位置

The Infinity and Garden lounges are located on the first floor/mezzanine level in Terminal 2 and overlooks the shopping concourse below. It is directly opposite the Infinity lounge, and both are considered to be well located in terms of distance from gated areas.
Infinity 和 Garden 休息室位於第二航廈的一樓/夾層，俯瞰下方的購物大廳。它正對著 Infinity 休息室，兩者在距離登機區域方面都被認為位置良好。

Terminal signage to lounge(s)
航站樓指示牌到休息室

4.5

The terminal signage to all the lounges is excellent throughout the airport. There is overhead signage and various terminal maps to help with wayfinding. Check-in staff will also provide passengers with a paper map detailing the location.
整個機場的航站樓指示牌到所有休息室都非常出色。有頭頂指示牌和各種航站樓地圖來幫助尋路。值機人員還會向乘客提供詳細位置的紙質地圖。

Lounge exterior branding & appearance
休息室外部品牌和外觀

4.5

As passengers approach the Garden Lounge from the top of the escalators there is a very large LED backlit sign indicating the Garden lounge. However, the immediate exterior area to the lounge is discreetly designed and does not feature much in the way of branding at all. There are two large planters either side of the entrance way along with an EVA Air cardboard cutout on one side and a digital screen with "The Garden" displayed. Overall, the lounge appears minimalist and discreetly exclusive from the exterior.
當乘客從自動扶梯頂部接近花園休息室時，有一個非常大的 LED 背光標誌指示花園休息室。然而，休息室的外部區域設計得非常低調，幾乎沒有任何品牌標誌。入口兩側有兩個大花盆，一側有長榮航空的紙板人像，另一側有顯示“花園”的數字屏幕。總體而言，休息室從外部看起來簡約且低調地獨特。

The main reception area for the Infinity Lounge is shared with the Star lounge. From the corridor, the exterior is more eye catching than the Garden and this makes sense since far more passengers will use it. Above the automatic door is a large "EVA Air" backlit LED sign attached to lattice work. There are also digital screens to the left of the entrance displaying entrance requirements and facilities available. To the right is a life-sized cardboard cutout of an EVA uniformed staff member, which is perhaps unnecessary although it does reinforce the branding element. Overall, the external signage and branding is well balanced and tasteful.
無限休息室的主要接待區與星空休息室共用。從走廊看，外觀比花園更引人注目，這是合理的，因為會有更多的乘客使用它。自動門上方有一個大型的“長榮航空”背光 LED 標誌，附在格子結構上。入口左側還有數字屏幕顯示進入要求和可用設施。右邊是一個穿著長榮制服的真人大小的紙板人形立牌，這也許是不必要的，但確實加強了品牌元素。總體而言，外部標誌和品牌平衡且雅緻。

Section Rating 區段評分

4.67

LOUNGE - Garden Lounge
休息室 - 花園休息室

Lounge Reception & Wayfinding Garden
休息室接待處及指引花園

Standard of reception area 5
接待區標準 5

Passengers enter through timber automatic doors. The main reception is of a high standard although it is quite dark. On the right hand side there are luggage lockers. Straight ahead is the main reception desk staffed by one to two personnel. The counter is made of high quality materials and the overall impression is understated but exclusive.
乘客通過木製自動門進入。主接待區標準很高，但相當昏暗。右手邊有行李儲物櫃。正前方是由一到兩名人員值守的主接待櫃檯。櫃檯由高品質材料製成，整體印象低調但獨特。

Left luggage facilities 行李寄存設施

As passengers enter the lounge, to the immediate right you will encounter the left luggage area featuring an array of lockers. The lockers are medium in size and can fit 1 carry-on bags.
當乘客進入休息室時，右手邊就是行李寄存區，裡面有一排儲物櫃。這些儲物櫃是中等大小，可以放下一個隨身行李。

They can only be locked through the use of a key which is provided by reception staff rather than by code.
它們只能通過接待人員提供的鑰匙鎖定，而不是通過代碼。

Signage & wayfinding for lounge facilities
標誌和指引系統為休息室設施

There are some lounge maps placed in various locations - however, these are fire escape schematics rather than facility maps.
在各個位置放置了一些休息室地圖 - 然而，這些是火災逃生示意圖，而不是設施地圖。

Directional signage is minimal although due to the rectangular shape and small size of the lounge, extensive signage is unnecessary.
雖然方向標誌很少，但由於休息室的矩形形狀和小尺寸，廣泛的標誌是沒有必要的。

Separate areas such as showers and the washrooms feature decals on the exterior walls by the entrances and these are LED backlit ensuring they are visible.
淋浴區和洗手間等區域在入口處的外牆上有貼花，這些貼花是 LED 背光的，確保它們是可見的。

Queue times to enter lounge 5
進入 5 號休息室的排隊時間

There is not much in the way of queuing here, and the volume of reception staff mean customers are processed efficiently.
這裡沒有太多排隊的情況，接待人員的數量意味著顧客能夠高效地被處理。

Lounge entry system 5
休息室進入系統 5

Lounge entry is manually processed by staff, and there are adequate volumes of staff available to ensure efficient access. Only EVA Air Diamond passengers will be granted entry.
貴賓室進入由工作人員手動處理，並且有足夠數量的工作人員確保高效進入。只有長榮航空鑽石會員乘客才會被允許進入。

Updated gate details could be added to the relevant section of the boarding pass to increase the level of service here.
更新的登機口詳情可以添加到登機牌的相關部分，以提高此處的服務水平。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Reception Staff 接待人員

花園評級

Garden

RATING

Standard of welcome provided
提供的歡迎標準

Body language standards for the lounge staff are acceptable, and all staff are alert to customers. The scope of service is based more around efficiency. Staff do not utilise name but offer excellent Mandarin politeness standards.
休息室員工的肢體語言標準是可以接受的，所有員工都對顧客保持警覺。服務範圍更多地基於效率。員工不使用名字，但提供了優秀的普通話禮貌標準。

Advice about lounge facilities
關於休息室設施的建議

3.5

Staff do not seem to offer any advice on the various facilities to all passengers, and we do feel that some type of check on previous lounge use should be applied, and then, if necessary, staff should explain the dining concept, showers, WiFi etc.
工作人員似乎沒有向所有乘客提供有關各種設施的建議，我們確實認為應該對之前使用休息室的情況進行某種檢查，然後在必要時，工作人員應該解釋用餐概念、淋浴、WiFi 等。

Advice about boarding calls 5
關於登機呼叫的建議 5

Passengers are given advice in relation to boarding calls and are told where the gate is located in relation to the lounge.
乘客會收到有關登機呼叫的建議，並被告知登機口在休息室的位置。

There are discreet signs within the lounge indicating that there are no boarding calls in the facility.
在休息室內有隱蔽的標誌，表明該設施內沒有登機廣播。

Enthusiasm & friendliness
熱情與友善

The standard of enthusiasm is very good, and staff are polite and friendly. The main criticism is that there is not a strong enough focus in explaining all of the lounge facilities and services that might interest guests.
熱情的標準非常好，員工禮貌且友善。主要的批評是沒有足夠強調解釋所有可能讓客人感興趣的休息室設施和服務。

Handling departure delays
處理出發延誤

4.5

A delay was experienced during the audit due to rain and fog and this information was relayed to passengers in-person by staff. We hope this is indeed provided to all customers on every occasion.
由於下雨和霧霾，審計過程中出現了延誤，這些信息由工作人員親自告知乘客。我們希望這些信息確實能在每次情況下提供給所有顧客。

Language abilities 語言能力

English is spoken to a strong degree amongst front line staff. Overall, English language skills are a major strength of the airline, even compared to other regional 5 -star carriers.
前線員工中有很高比例會說英語。總體而言，英語能力是該航空公司的主要優勢，即使與其他地區的五星級航空公司相比也是如此。

LOUNGE - Garden Lounge
休息室 - 花園休息室

Flight Information & PA System
Garden
RATING
航班信息和廣播系統花園評級

Location of flight information screens 5
航班信息屏幕的位置 5

The FIDS allocation through the lounges is excellent and these are available in all key areas.
通過休息室的 FIDS 分配非常出色，並且在所有關鍵區域都可用。

Standard of lounge PA system
休息室廣播系統的標準

No PA announcements occur in the Garden lounge although wider airport announcements can be heard from the concourse below, although this is not too distracting.
花園休息室內沒有廣播通知，但可以聽到從下方大廳傳來的機場廣播，雖然這不會太分心。

Intrusion from lounge PA system
來自休息室廣播系統的干擾

This is a silent lounge and there is no intrusion from the PA system.
這是一個安靜的休息室，沒有廣播系統的干擾。

Section Rating

部分評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Lounge Décor 休息室裝飾	Garden 花園
RATING

Design & visual interest lounge interior

The design of the lounge is minimalist in nature making use of neutral and darker palettes, giving the area a "members" club feel. The layout is more or less rectangular, with various seating areas separated appropriately. One entire side of the lounge is "open-air" and faces the interior airside shopping concourse.
休息室的設計本質上是極簡主義的，使用中性色調和較深的調色板，給該區域一種“會員”俱樂部的感覺。佈局大致呈矩形，各個座位區域適當分隔。休息室的一整側是“露天”的，面向內部的空側購物大廳。

There has been a good application of real and artificial planters to soften the transition. Lighting is subdued and this creates a warm and ambient atmosphere. Overall, it is quite appealing in its current design, making a good use of space and artificial light to offset the lack of natural light.
已經很好地應用了真實和人造的花盆來柔化過渡。燈光柔和，營造出溫暖和氛圍的環境。總體來說，當前的設計非常吸引人，充分利用了空間和人造光來彌補自然光的不足。

Design & visual interest of seat layout
座位佈局的設計和視覺趣味

As one would expect from the highest tier lounge, seating is not densely laid out and is supplied in moderation here, ensuring there is adequate space in between the various seat styles.
正如人們對最高級別的休息室所期望的那樣，座位佈局不密集，這裡提供適度的座位，確保各種座椅樣式之間有足夠的空間。

At this lounge and the furnishings are of a good and robust quality and there is some variance between the seating options. There are armchairs, privacy chairs, and some standard seated areas. The armchair area at the opposite end of the lounge to the buffet could be described as a quiet area although there is not a designated quiet zone.
在這個休息室，家具質量良好且堅固，座椅選項之間有一些差異。有扶手椅、隱私椅和一些標準座位區。自助餐區對面的扶手椅區可以被描述為安靜區域，儘管沒有指定的安靜區。

Overall, the seat layout does seem to cater more towards the leisure traveller and this assertion is made due to the lack of workstations at the quieter end of the lounge.
總的來說，座位佈局似乎更適合休閒旅客，這一說法是由於休息室安靜區域缺乏工作站而得出的。

Standard of lounge furnishings
休息室家具的標準

4

Overall, the furnishings are of a high standard and well maintained. Leather appears to be the favoured material here and this can ensure greater levels of cleanliness.
總體而言，家具的標準很高且維護良好。這裡似乎偏愛皮革材料，這可以確保更高的清潔度。

Overall, however, the seating is beginning to show its age with the armchair cushioning looking creased and worn and, perhaps, a bit old fashioned. They do not feature integrated charging either which is essential in 2024. Again, we understand the lounge may be refurbished in the next year or so and we would expect every single seat to benefit from power outlets.
然而，總體而言，座椅開始顯示出老化跡象，扶手椅的墊子看起來有些皺褶和磨損，或許有點過時。它們也沒有內建充電功能，而這在 2024 年是必需的。同樣，我們了解到休息室可能會在明年或之後翻新，我們期望每個座位都能配備電源插座。

Standard of lounge flooring
休息室地板標準

Flooring remains robust and in a good condition within the main passenger touchpoint zones. The tiled, timber, and carpeted areas of the lounge flooring are in very good condition.
在主要乘客接觸區域內，地板保持堅固且狀況良好。休息室的瓷磚、木材和地毯區域狀況非常好。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Lounge Ambience
Garden
RATING
休息室氛圍花園評分

General ambience of lounge
休息室的一般氛圍

The lounge was accessed in the morning and evening and was fairly quiet on both occasions but we do understand this becomes congested at peaks. The self-serve buffet in the main dining area does not get crowded and there is sufficient dining seating to minimise crowding.
休息室在早上和晚上都可以進入，兩次都相當安靜，但我們理解在高峰時段會變得擁擠。主餐區的自助餐不會擁擠，有足夠的用餐座位以減少擁擠。

Due to the respectful nature of the mostly Taiwanese passengers, conversations are kept low and mobile phone use in public is minimal. Overall, the ambience is warm and comfortable due to the chosen colour palette and choice of furnishings. The planting scheme combined with the small lotus pond also helps soften the ambience considerably.
由於大多數台灣乘客的尊重，談話聲音很低，公共場合使用手機的情況也很少。整體氛圍因選擇的色調和家具選擇而溫暖舒適。種植方案結合小蓮花池也大大柔化了氛圍。

Mobile phone policy & noise nuisance
手機政策與噪音滋擾

4.5

There are no notices indicating what the mobile phone policy is in the lounge and there are no separate cubicles for passengers to use to make private phone calls.
休息室內沒有任何告示說明手機政策，也沒有供乘客使用的私人電話間。

Standard of air conditioning & temperatures
空調和溫度的標準

Air conditioning and temperatures are acceptable and comfortable throughout. Our main concern relates to the shower facilities which we consider having a weak air flow.
空調和溫度在整個過程中都是可以接受且舒適的。我們主要關注的是淋浴設施，我們認為其氣流較弱。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Lounge Views & Lighting
Garden
RATING
休息室景觀與照明花園評分

External views throughout the lounge
休息室的外部景觀

One major weakness of the lounge, due to the overall terminal infrastructure, is the lack of apron or runway views. As far as we are aware, none of the EVA Air lounges at TPE feature external views which is very unusual for a hub airport.
由於整體航站樓基礎設施的原因，休息室的一個主要缺點是缺乏停機坪或跑道景觀。據我們所知，長榮航空在桃園機場的休息室都沒有外部景觀，這對於一個樞紐機場來說是非常不尋常的。

However, the new terminal will open in 2026-2027 and we would expect the lounges to incorporate this factor into the design element.
然而，新航站樓將於 2026-2027 年開放，我們希望休息室在設計元素中考慮到這一因素。

Natural daylight inside the lounge
休息室內的自然光線

There is a low level of natural light within the lounge.
休息室內的自然光線水平較低。

Standard & ambience of artificial lighting
人工照明的標準和氛圍

Artificial light remains very good in all lounges. The designers have made a good use of table lamps, spotlights, and down lights to give the lounge a pleasant ambience, particularly during the nighttime hours.
人工照明在所有休息室中仍然非常好。設計師很好地利用了桌燈、聚光燈和下照燈，給休息室帶來了愉快的氛圍，特別是在夜間。

LOUNGE - Garden Lounge
休息室 - 花園休息室

Seating Overview 座位概覽

花園評級

Garden

RATING

Choice of seating 座位選擇

There are standard chairs, small dining/work booths, and various types of armchairs available for use. As already stated, there is a lack of workspaces here.
有標準椅子、小型餐飲/工作隔間和各種類型的扶手椅可供使用。如前所述，這裡缺乏工作空間。

Standard of seating 4
座位標準 4

Overall, the seating is of a high standard and in good condition and as stated previously, the armchairs do feature signs of wear. The chairs are made from a range of durable materials that can be easily wiped clean or hoovered.
總體而言，座椅標準高且狀況良好，如前所述，扶手椅確實有磨損跡象。這些椅子由一系列耐用材料製成，可以輕鬆擦拭或吸塵。

Layout & privacy of seating
座椅的佈局和隱私

There are no private work booths although there are some quieter corners and areas that can be used for a bit of extra privacy. Seating is organised and arranged more towards the leisure traveller although there is a business centre for other travellers.
雖然沒有私人工作間，但有一些較安靜的角落和區域可以用來獲得一些額外的隱私。座位安排更偏向於休閒旅客，儘管有一個商務中心供其他旅客使用。

When compared to some of the Best Practice concepts and booths applied by Singapore Airlines, we feel there could be some further advancements in the 'private seat' concept.
與新加坡航空公司應用的一些最佳實踐概念和座位相比，我們認為在“私人座位”概念上還可以有進一步的改進。

Seat power choice, utility & volume
座位電源選擇、實用性和音量

There is a shortage of plug points in the lounge, particularly around the armchair seats. There are plug points available for almost all kinds of seating and these generally consist of a USB point and one universal plug point.
休息室的插座點不足，特別是在扶手椅座位周圍。幾乎所有類型的座位都有插座點，這些插座點通常包括一個 USB 插座和一個通用插座。

We do note that some new lounges are moving to provide contactless charging pads as well as USB C compatible charging outlooks.
我們注意到，一些新的休息室正在提供無接觸充電墊以及 USB C 兼容的充電插座。

Seat availability & capacity management
座位可用性和容量管理

No shortage of seatings was identified at any point therefore the current capacity management system is deemed satisfactory.
在任何時候都沒有發現座位不足，因此目前的容量管理系統被認為是令人滿意的。

LOUNGE - Garden Lounge
休息室 - 花園休息室

Toilet Facilities
Garden
RATING
廁所設施花園評級

Toilet facilities capacity
廁所設施容量

There is one set of toilets in the lounge for each gender. There are two individual urinals and one cubicle in the men's toilets, and this is adequate for current passenger levels.
休息室內有一套男女分開的廁所。男廁有兩個獨立的小便池和一個隔間，這對於目前的乘客數量來說是足夠的。

Standard of toilet design, fixtures & fittings 4
廁所設計、裝置及配件標準 4

The toilets are of a good quality and kept properly clean by custodial staff. No non-neutral/malodour from the drains is noted. The toilet units feature bidet toilets and are therefore high quality.
廁所的質量很好，由清潔人員保持清潔。沒有注意到排水管有任何非中性/異味。廁所單元配有高品質的坐浴馬桶。

The plastic hand soap dispenser and accompanying plastic automatic hand towel dispensers are not high quality when compared to the other fixtures and fittings in the facility, and indeed other top tier lounges.
與設施中的其他裝置和配件以及其他頂級休息室相比，塑料洗手液分配器和隨附的塑料自動擦手紙分配器的質量不高。

Choice & standard of hand drying facilities
手部乾燥設施的選擇與標準

Paper towels are provided for hand or face drying. As mentioned, the plastic automatic hand towel dispensers do not provide a luxury experience for a top tier lounge.
提供紙巾供手或臉部擦乾。如前所述，塑膠自動手巾分配器無法為頂級休息室提供奢華體驗。

Choice, brand & standard of toilet amenities
廁所用品的選擇、品牌和標準

Mouthwash sachets, paper cups, and L'Occitane hand lotion are supplied next to the sinks.
洗手池旁提供漱口水包裝、紙杯和歐舒丹護手霜。

The hand soap appears to be a generic brand applied from a plastic dispenser and lacks the quality we might expect. It is unclear why L'Occitane handwash is not provided here.
洗手液似乎是從塑料分配器中取出的普通品牌，缺乏我們可能期望的品質。不清楚為什麼這裡不提供 L'Occitane 洗手液。

Customer feedback & cleanliness monitoring
客戶反饋與清潔度監控

There is no obvious customer feedback system available, but having said this, the washrooms appear to have a good degree of attention from staff, so this is not necessarily required.
雖然沒有明顯的顧客反饋系統，但話說回來，洗手間似乎得到了員工的高度關注，所以這不一定是必需的。

Section Rating 區段評分

4.25

PRM Toilet Facilities Garden
RATING
PRM 廁所設施花園評分

Location & accessibility of PRM toilet facilities
PRM 廁所設施的位置和可達性

The lounge does not provide a separate PRM toilet facility in the lounge.
休息室內沒有提供獨立的 PRM 廁所設施。

Standard of PRM toilet facilities
PRM 廁所設施的標準

There is no PRM facility in the lounge therefore no rating is applied here.
休息室內沒有 PRM 設施，因此這裡不適用評分。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Showers
Garden
RATING 淋浴花園評分

Booking & queue system for showers
淋浴預訂及排隊系統

4.5

The booking system is simple and requires passengers to request access at reception. Staff will personally come and find customers in the lounge which offers a more personalised service.
預訂系統很簡單，乘客只需在接待處申請即可。工作人員會親自到休息室尋找顧客，提供更個性化的服務。

Waiting times for showers
淋浴等待時間

4.5

Showers were available immediately to passengers when the lounge was attended.
當休息室有人值班時，乘客可以立即使用淋浴設施。

Shower facility capacity
淋浴設施容量

There is one shower room, and this appears enough to cope with current capacity and demand. Shower time is limited to 20 minutes and there are clocks installed within the shower room to help passengers monitor the time.
這裡有一間淋浴室，這似乎足以應付目前的容量和需求。淋浴時間限制為 20 分鐘，淋浴室內設有時鐘以幫助乘客監控時間。

Standard of water pressure & temperature
水壓和溫度標準

The water pressure is adequate but not particularly strong. Water temperature is good and remained stable throughout when tested.
水壓足夠但不特別強。水溫良好，測試期間保持穩定。

Size of shower facilities & changing area
淋浴設施和更衣區的大小

4.5

The shower cubicles are rectangle in shape and are a good size. There is a separate changing area with a stool and enough space to open up a small carry case. The shower, sink, and toilet area is fully enclosed and private. Overall, the shower room is well sized.
淋浴間是矩形的，大小適中。有一個單獨的更衣區，有一個凳子和足夠的空間打開一個小行李箱。淋浴、洗手盆和廁所區域是完全封閉和私密的。總的來說，淋浴間的大小很好。

Standard of shower, sink & WC facilities
淋浴、洗手盆和廁所設施的標準

The standard of the fixtures and fittings is good and the quality of the finish it terms of installation is up to standard. The lavatories are Asian in style and therefore have the full bidet system. The sink area is large with plenty of countertop space. It is solid and durable.
設施和配件的標準很好，安裝質量達到標準。廁所是亞洲風格，因此配有完整的坐浴系統。洗手盆區域很大，有充足的檯面空間。它堅固耐用。

The shower itself features a medium sized shower head with three spray outlets and smaller supplementary one, and user friendly controls. Interior tiling in the shower area is moderately high quality. There were no instances of mould or mildew observed in the grouting or along the sealant.
淋浴本身具有中等大小的淋浴頭，配有三個噴嘴和較小的輔助噴嘴，並且操作簡便。淋浴區內部的瓷磚質量中等偏高。在灌漿或密封劑處未發現霉菌或黴菌的跡象。

Temperature & airflow in shower facilities
淋浴設施的溫度和氣流

Airflow is on the weaker side however we feel that this does keep up with the requirements for the shower.
氣流較弱，但我們認為這仍然符合淋浴的要求。

Choice & standard of shower amenities
淋浴設施的選擇和標準

There are three large L'Occitane branded bottles shampoo, conditioner, and shower gel available in the shower area. Separate amenities are provided in sealed packets next to the sink.
在淋浴區有三大瓶 L'Occitane 品牌的洗髮水、護髮素和沐浴露。洗手池旁邊提供了單獨包裝的用品。

These include - cotton pads, razor, shave gel, shower cap, mouthwash, hairbrush, toothbrush, hand lotion. Two hairdryers are supplied for some reason.
這些包括 - 化妝棉、剃刀、剃鬚膏、浴帽、漱口水、髮刷、牙刷、護手霜。不知為何提供了兩個吹風機。

Overall, the standard of amenities is very good and will meet the needs of almost all passengers.
總體而言，設施的標準非常好，能滿足幾乎所有乘客的需求。

Choice & standard of towels
毛巾的選擇和標準

The size, quantity and weight of the towel products is good. A branded EVA bathmat, a face cloth and two different sized towels are provided. The plastic packaging could be altered for a more sustainable choice
毛巾產品的尺寸、數量和重量都很好。提供了一個品牌的 EVA 浴墊、一塊面巾和兩條不同尺寸的毛巾。塑料包裝可以改為更可持續的選擇
Section Rating ..... 4.33
部分評分.....4.33
Children's Facilities
Garden 花園

RATING 評分
Standard of baby care room ..... 3.5
嬰兒護理室標準.....3.5

There is no separate baby care facility in the lounge.
休息室內沒有單獨的嬰兒護理設施。

Standard of children's playroom
3.5
兒童遊戲室的標準為 3.5

There is no children's playroom at this facility. Whilst we may not expect a fully dedicated area for children in the most premium lounge, small colouring, and sticker kits similar to the ones provided onboard would be helpful to keep children occupied.
這個設施沒有兒童遊戲室。雖然我們不期望在最頂級的休息室中有一個完全專用的兒童區域，但類似於機上提供的小型塗色和貼紙套件將有助於讓孩子們保持忙碌。

Section Rating

部分評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Lounge Cleanliness & Condition
休息室清潔度和狀況

花園評級

Garden

RATING

Floor, wall, window - cleanliness & condition
地板、牆壁、窗戶 - 清潔度和狀況

The floors, walls, and windows were all in excellent condition with a high level of cleanliness in all facilities.
所有設施的地板、牆壁和窗戶都處於極佳狀況，清潔度很高。

Seating - cleanliness & condition
座位 - 清潔度和狀況

4.5

A good ongoing cleaning procedure is in place, and the condition of the seating products is achieving a high standard.
有一個良好的持續清潔程序，座椅產品的狀況達到高標準。

Buffet & dining area - cleanliness & condition
自助餐和用餐區 - 清潔和狀況

4.5

The buffet and dining area was kept to a very high level of cleanliness, and staff are constantly available here.
自助餐和用餐區域保持非常高的清潔水平，並且這裡隨時都有工作人員。

Toilets - cleanliness & condition
5
廁所 - 清潔度和狀況 5

Washrooms are kept very clean, and all fixtures and fittings were in excellent condition and good working order.
洗手間保持得非常乾淨，所有設備和配件都處於極佳狀態並且運作良好。

Showers - cleanliness & condition 4.5
淋浴間 - 清潔度和狀況 4.5

Excellent cleanliness observed for the shower units, and this is not a factor for any change for user-to-user changes.
觀察到淋浴間的清潔度非常好，這對於用戶之間的更換沒有任何影響。

Abstract 摘要

Section Rating 區段評分

Cleaning & Maintenance
C Class
清潔與維護 C 級

Visibility of cleaning staff
清潔人員的可見度

4.5

Staff are visible through the lounge and these personnel display a high degree of actual proactivity during peak periods.
員工在休息室內可見，這些人員在高峰時段表現出高度的主動性。

Techniques & efficiency of cleaning staff
清潔人員的技術與效率

Table clearance is typically completed by hand without the use of trolleys. This effectively minimises disruption to passengers. Generally, tables are given a quick wipe rather than sprayed with sanitiser and then wiped.
清理桌子通常是手工完成的，不使用推車。這有效地減少了對乘客的干擾。一般來說，桌子只是快速擦拭一下，而不是用消毒劑噴灑後再擦拭。

Standard & number of waste & recycling bins
標準和數量的垃圾和回收桶

There are general waste and recycling bins in the lounge for passengers to use, and these only seem to be located in the main buffet area.
休息室內有一般垃圾和回收垃圾桶供乘客使用，這些垃圾桶似乎只位於主自助餐區。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Staffed Bar Area
Garden
RATING
配有工作人員的酒吧區花園評級

Standard & layout of staffed bar area
配備人員的酒吧區域的標準和佈局

4.5

There is a staffed bar area that passengers can also self-serve from in this lounge and this is of a standard construction with stools for seating. The quality of the bar top is high, and all fixtures and fittings are solid and proper.
在這個休息室裡有一個配備人員的酒吧區域，乘客也可以自助使用，這是一個標準的建築，有凳子供座位使用。酒吧檯的質量很高，所有的裝置和配件都很堅固和合適。

Staff service standards 員工服務標準

Service standards are very high here. Staff were observed carefully preparing cocktails for customers and the attention to detail was evident.
這裡的服務標準非常高。觀察到員工仔細地為顧客準備雞尾酒，細節上的注意力顯而易見。

Standard of bar & wine list
酒吧和酒單的標準

There is a cocktail list displaying an impressive selection of options. It is printed on paper and then placed in front of a backlight, which is unusual. There is no EVA logo on it. We generally see either a high quality card menu or digital screen for this type of display.
有一份雞尾酒單，展示了令人印象深刻的選擇。它印在紙上，然後放在背光前，這很不尋常。上面沒有 EVA 標誌。我們通常會看到高質量的卡片菜單或數字屏幕來顯示這類內容。

Section Rating 區段評分

4.83

Self-Serve Bar Area
Garden
RATING
自助酒吧區花園評分

Standard & layout of self-serve bar area
自助酒吧區的標準和佈局

4.5

Draught and canned beer are available as self-serve from the buffet area, and this is excellent, as we also see chilled glasses supplied next to the automatic draught beer machines.
自助餐區提供自助式的生啤酒和罐裝啤酒，這非常棒，因為我們還看到自動生啤酒機旁邊提供了冰鎮的玻璃杯。

Wine, Champagne, and spirits appear to be self-serve from the main bar area as these are all openly displayed on shelving or in ice buckets.
葡萄酒、香檳和烈酒似乎可以在主酒吧區自助，因為這些都公開展示在架子上或冰桶中。

Standard & presentation of fridges

4.5

Good presentation of all fridges, and restocked items are also well chilled.
所有冰箱的展示都很好，補貨的物品也保持良好的冷藏。

Frequency of replenishing self-serve bar area
自助吧區的補充頻率

Staff monitoring is generally very capable for these self-service points, and this is achieving a high standard.
員工對這些自助服務點的監控通常非常有能力，並且達到了很高的標準。

Ice & garnishes 冰塊和裝飾品

4.5

Ice is available from buckets in the area along with sliced lime but no lemon. The staffed bar area can provide more elaborate garnishes if required.
區域內的桶裝冰塊和切片青檸可供使用，但沒有檸檬。如果需要，配有工作人員的酒吧區可以提供更精緻的裝飾。

Location & standard of hot beverage machines
熱飲機的位置和標準

There is one coffee machine in the lounge that uses Illy coffee beans. This is located in the self-serve buffet area and makes a range of coffee drinks. The coffee produced from these machines is high quality and of a good strength.
休息室有一台使用 Illy 咖啡豆的咖啡機。這台機器位於自助餐區，能製作各種咖啡飲品。這些機器製作的咖啡質量高且濃度適中。

Next to the staffed bar is an area that doubles as a barista point or omelette/egg station. The hours for the staffed coffee station are deemed limited by Skytrax with operating hours of 08:30-15:00. Many passengers will want their morning coffee prior to 08:30. The structure itself appears temporary/pop-up in construction rather than a fixed facility, which does reduce the premium visual appeal of the area.
配有工作人員的酒吧旁邊是一個可以兼作咖啡師點或煎蛋/蛋站的區域。Skytrax 認為配有工作人員的咖啡站營業時間有限，營業時間為 08:30-15:00。許多乘客會希望在 08:30 之前喝到早晨的咖啡。該結構本身看起來是臨時/快閃建築，而不是固定設施，這確實降低了該區域的高級視覺吸引力。

Section Rating

部分評分

Glassware & Hot Drink Cups
玻璃器皿和熱飲杯

Choice & standard of glassware 5
玻璃器皿的選擇和標準 5

Good sized and quality wine glasses and standard tumblers are available which provides an acceptable choice.
提供大小適中且質量良好的葡萄酒杯和標準玻璃杯，選擇令人滿意。

Condition & cleanliness of glassware
玻璃器皿的狀況和清潔度

The condition and cleanliness of the glassware products is excellent and appears well monitored by the lounge staff. Beer glasses are chilled in fridges.
玻璃器皿的狀況和清潔度非常好，並且似乎由休息室工作人員進行了良好的監控。啤酒杯在冰箱中冷藏。

Choice & standard of hot drink cups
熱飲杯的選擇和標準

Full range for short and long coffee, and we do note that this includes the more traditional Mandarin style of cup. Larger mugs are also provided which is excellent.
提供短咖啡和長咖啡的全系列，我們注意到這包括更傳統的普通話風格的杯子。也提供更大的杯子，這非常好。

Condition & cleanliness of hot drink cups
熱飲杯的狀況和清潔度

The condition and cleanliness of the various hot drink cups is excellent and appears well monitored by the lounge staff.
各種熱飲杯的狀況和清潔度非常好，並且似乎由休息室工作人員很好地監控。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Bar Product 酒吧產品

花園評級

Garden

RATING

Choice & standard of juices, mixers & soft drinks
果汁、混合飲料和軟飲料的選擇和標準

4.5

The choice of available soft drinks (Coke, Coke Zero, Sprite, Tonic, Club Soda) is acceptable but could be improved upon. Some lounges offer healthier options such as Kombucha, sparkling sugar-free seltzer waters, and green juices for example. Calpis Water is available as well as self-serve bubble tea and these are well rated.
可選的軟性飲料（可樂、可樂零、雪碧、湯力水、蘇打水）的選擇是可以接受的，但可以改進。一些休息室提供更健康的選擇，例如康普茶、無糖氣泡水和綠汁。還有可爾必思水以及自助珍珠奶茶，這些都受到好評。

In the chilled self-serve buffet area, there is a special branded orange juice available along with an unidentifiable milk drink, which may be soy milk. Labelling here would be helpful for foreign passengers.
在冷藏自助餐區，有一種特別品牌的橙汁以及一種無法辨識的奶飲，可能是豆漿。這裡的標籤對於外國乘客會很有幫助。

Choice & standard of beer & brands
啤酒和品牌的選擇和標準

Two types of Taiwanese draught beer is available, and this is self-serve.
有兩種台灣生啤酒，這是自助服務。

Choice & standard of spirits/digestifs & brands
烈酒/消化酒和品牌的選擇和標準

The standard and range of spirits is very high at this lounge and appears to be very similar to what is available onboard in Business Class - Smirnoff Blue, Johnnie Walker Blue Label, Kavlan, Dalmore 12 Year, Glenfiddich, Bombay Sapphire are some examples.
這個休息室的烈酒標準和範圍非常高，似乎與商務艙上提供的非常相似——例如 Smirnoff Blue、Johnnie Walker Blue Label、Kavlan、Dalmore 12 年、Glenfiddich、Bombay Sapphire。

Choice & standard of wines & sparkling wines
葡萄酒和氣泡酒的選擇和標準

White and red wines are served from bottles at varying temperatures. These are good quality wines and sufficient in number. Champagne is also available here.
白葡萄酒和紅葡萄酒從瓶中以不同的溫度供應。這些都是質量上乘且數量充足的葡萄酒。這裡也有香檳供應。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Hot Drink Product 熱飲產品

花園評級

Garden

RATING

Choice & standard of coffee
咖啡的選擇與標準

There is one brand of Illy coffee bean available from the machines. The machines make various drinks such as Latte, Cappuccino, Americano, Espresso, and the standard of coffee from these machines is very good. Chilled coffee is also available here in cans from the fridge, which is excellent. Again, there is barista point available during certain hours and this is of a very high standard.
這裡的自動販賣機提供一種品牌的 Illy 咖啡豆。這些機器可以製作各種飲品，如拿鐵、卡布奇諾、美式咖啡、濃縮咖啡，這些機器製作的咖啡品質非常好。冰咖啡也可以從冰箱裡的罐裝咖啡中獲得，這也非常棒。此外，在特定時間內還有提供高標準的咖啡師服務。

Choice & standard of tea 4.5
茶的選擇和標準 4.5

A good range of tea is available covering various "western" and herbal tea choices which suits a broad variety of customers.
提供多種茶葉，包括各種“西式”和草本茶，適合各種顧客的需求。

Choice & standard of other hot drinks 4.5
其他熱飲的選擇和標準 4.5

Aside from the aforementioned tea and the coffees, hot chocolate pouches are also available.
除了上述的茶和咖啡，還有熱巧克力包裝可供選擇。

Section Rating 區段評分

4.67

Dining - Self-Service System Garden
餐飲 - 自助系統花園

Standard & layout of self-serve buffet
自助餐的標準和佈局

There is one self-serve buffet area in the lounge and the standard is average with good quality fixtures and fittings in use. There are traditional steel hot food containers each containing hot food items. The layout is simple and makes an effective use of space.
休息室內有一個自助餐區，標準一般，但使用的裝置和配件質量良好。傳統的鋼製熱食容器中裝有熱食。佈局簡單且有效利用空間。

Standard of serving dishes & utensils
供應餐具和器皿的標準

4

The steel serving dishes have covers that are easily rolled back, ensuring the temperature of the food remains optimal. Steel tongs and steel servings spoons are used to serve food. These are both quite standard in size and quality when compared to other lounges.
鋼製餐具有易於打開的蓋子，確保食物的溫度保持最佳。使用鋼製夾子和鋼製勺子來盛裝食物。與其他休息室相比，這些餐具的尺寸和質量都相當標準。

Frequency of replenishing self-serve buffet area
自助餐區補充頻率

No issues were observed related to replenishment of food at this facility. No empty trays, containers, or vessels were observed.
在此設施中未觀察到與食物補充相關的問題。未見空的托盤、容器或器皿。

Food labelling & allergen information
食品標籤和過敏原信息

At the buffet counter there is an A4 sized notice with basic allergen information and customers must ask staff if their dish contains certain allergens. Generally, we see basic allergen information in the form of icons displayed on the individual food items labels for passenger ease.
在自助餐櫃檯上有一張 A4 大小的告示，提供基本的過敏原信息，顧客必須詢問工作人員他們的菜餚是否含有某些過敏原。一般來說，我們會看到基本的過敏原信息以圖標的形式顯示在各個食品標籤上，方便乘客。

Section Rating 區段評分

4.13

LOUNGE - Garden Lounge
休息室 - 花園休息室

Dining - Self-Service Food Choice
餐飲 - 自助餐選擇

Choice & standard of nuts & bar snacks
堅果和酒吧小吃的選擇和標準

Chips, mixed nuts, and mixed Asian snacks are available, and this is good, wide selection.
提供薯條、混合堅果和混合亞洲小吃，這是一個不錯的、種類豐富的選擇。

Choice & standard of bread & pastries
麵包和糕點的選擇和標準

In terms of bread and pastries, a range is available and there is a menu card with a Tanhou bakery logo on it. Toast, cranberry cheese bread, blueberry bagel, wholewheat fermented bread, kinako walnut, and orange pineapple bun are all available.
就麵包和糕點而言，有多種選擇，並且有一張帶有 Tanhou 麵包店標誌的菜單卡。提供吐司、蔓越莓奶酪麵包、藍莓貝果、全麥發酵麵包、黃豆粉核桃和橙菠蘿包。

The menu does look appealing, and the images are a relatively accurate depiction of what is actually provided. The flavours are certainly more unusual, but this makes a change from standard white/brown bread only offered in many lounges.
菜單看起來確實很吸引人，圖片也相對準確地描繪了實際提供的食物。口味確實比較特別，但這與許多休息室只提供標準的白麵包/黑麵包有所不同。

Choice & standard of cold dishes
冷菜的選擇和標準

Minimalist but high-quality range of choices - the options are felt to be somewhat basic and unimaginative here. There are no pre-prepared salad mixes. No pre-prepared sandwiches and these items are provided in the Infinity lounge.
極簡但高品質的選擇範圍——這裡的選項感覺有些基本且缺乏創意。沒有預先準備的沙拉混合。沒有預先準備的三明治，這些物品在 Infinity 休息室提供。

Choice & standard of hot dishes - breakfast
熱菜的選擇和標準 - 早餐

4.5

Options are appealing and overlap the choice between breakfast and standard meal service nicely. The selection is nicely tailored to cater for both Mandarin and western travellers. The majority of customers tend to order from the live station.
選項很吸引人，並且很好地涵蓋了早餐和標準餐飲服務之間的選擇。這個選擇很好地迎合了普通話和西方旅客的需求。大多數顧客傾向於從現場烹飪站點點餐。

Choice & standard of hot dishes - lunch & dinner
熱菜的選擇和標準 - 午餐和晚餐

4.5

Whilst the choice of self-serve hot dishes is limited, the standard is excellent here and the focus is clearly upon quality.
雖然自助熱菜的選擇有限，但這裡的標準非常出色，顯然重點在於質量。

Tiger Grouper, Pork Ribs, Grilled vegetables are examples along with hot Sweet potatoes and a self-serve Taiwanese burger area.
老虎石斑魚、豬肋排、烤蔬菜是例子，還有熱的甜薯和自助式台灣漢堡區。

Choice & standard of desserts/sweets
甜點/糖果的選擇和標準

4

Desserts consist of Black rice porridge, Ice cream, or sliced fruit. The quality of these products is high although the selection somewhat limited.
甜點包括黑米粥、冰淇淋或切片水果。這些產品的質量很高，儘管選擇有些有限。

Self-serve food temperatures

We do not encounter any issues with the hot or cold dish items within the lounge.
我們在休息室內沒有遇到任何熱菜或冷菜的問題。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Dining - Live Cooking
餐飲 - 現場烹飪

花園評級

Garden

RATING

Live cooking station - standard of counter
現場烹飪站 - 櫃檯標準

EVA Air does offer a live cooking concept with fully operating grill, etc, and the concept is accessed through an app, with food prepared in an eclosed kitchen area. The counter area is small and quite basic - however, customers do not need to approach the area. Food is ordered by QR code from the table and will be served to your table.
長榮航空確實提供現場烹飪概念，配有全功能的烤架等，這個概念可以通過應用程式訪問，食物是在封閉的廚房區域準備的。櫃檯區域很小且相當基本——然而，顧客不需要接近該區域。食物是通過桌上的二維碼點餐，並會送到您的桌上。

Live cooking station - standard & choice of food
現場烹飪站 - 標準和食物選擇

There are approximately 12 dishes available depending on the time of day. The food is very high quality here when benchmarked to other premium lounges in the region, and indeed globally. Some of the dishes are curated by a Michelin star chef and is therefore excellent. High quality vegetarian options are also available.
根據一天中的時間，大約有 12 道菜可供選擇。與該地區其他高級貴賓室相比，這裡的食物質量非常高，甚至在全球範圍內也是如此。一些菜餚由米其林星級廚師精心策劃，因此非常出色。也有高質量的素食選擇。

Live cooking station - service systems & times
現場烹飪站 - 服務系統和時間

Passengers order using a QR code from the table and will be served to your table. Service times were recorded at less than 5 minutes.
乘客使用桌上的二維碼點餐，並將送到您的桌上。服務時間記錄在 5 分鐘以內。

Section Rating 區段評分

4.67

Dining - Tableware & Cutlery
Garden
餐飲 - 餐具和刀具花園

Choice & standard of tableware
餐具的選擇和標準

Tableware consists of China plates and bowls, and these are of a high standard.
餐具包括瓷盤和碗，這些都是高標準的。

Condition & cleanliness of tableware
餐具的狀況和清潔度

All items are in good condition, and the design and branding for these is appealing.
所有物品狀況良好，設計和品牌都很吸引人。

Choice & standard of cutlery
餐具的選擇和標準

Solid, metal cutlery, which is of an excellent standard, and appears polished. These are not wrapped in cotton napkins but are only available from canteen style receptacles. We might expect a more premium presentation of cutlery and napkins at a top tier member lounge.
固體金屬餐具，標準非常優秀，看起來很光亮。這些餐具不是用棉質餐巾包裹的，而是僅在食堂風格的容器中提供。我們可能期望在頂級會員休息室中看到更高級的餐具和餐巾展示。

Condition & cleanliness of cutlery
餐具的狀況和清潔度

All items are in good condition, and the design for these is appealing.
所有物品狀況良好，設計也很吸引人。

Standard of napkins 餐巾標準

Paper napkins are available along with two types of packaged towels.
提供紙巾和兩種類型的包裝毛巾。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Reading Materials 閱讀材料
Garden 花園
Presentation of reading materials (hardcopy)
提供閱讀材料（紙本）
3
No hard copies of any title are available, and we note that some airlines such as LATAM, Emirates, Lufthansa are reintroducing hardcopy reading materials to the lounges given that these can be recycled so do not represent a significant environmental legacy.
沒有任何標題的紙本可用，我們注意到一些航空公司如 LATAM、阿聯酋航空、漢莎航空正在重新引入紙本閱讀材料到休息室，因為這些材料可以回收，所以不會對環境造成重大影響。

In-lounge marketing for e-reader service
休息室內的電子閱讀器服務行銷

There is a high degree of in-lounge marketing for the e-reader service in the book shelving area. The service provides hundreds of options for travellers and is easily accessible.
在書架區域有大量的休息室內電子閱讀器服務行銷。該服務為旅客提供了數百種選擇，且易於使用。

Choice of newspapers 4.5
報紙選擇 4.5

As covered in the onboard section, a vast array of titles is available in various languages.
如機上部分所述，各種語言的眾多標題可供選擇。

Quantity of newspapers available (hardcopy)
可用報紙數量（紙本）

Physical newspapers are not provided.
不提供實體報紙。

Choice of magazines 雜誌選擇

4.5

As covered in the onboard section, a vast array of titles is available in various languages.
如機上部分所述，各種語言的眾多標題可供選擇。

Quantity of magazines available (hardcopy)
可用雜誌數量（紙本）

An inflight magazine or Duty Free leaflet is occasionally provided by other airlines in their lounges, and we do maintain that having an allocation of physical reading materials remains relevant for premium airlines in 2024.
其他航空公司有時會在他們的貴賓室提供機上雜誌或免稅商品手冊，我們認為在 2024 年，為高端航空公司保留實體閱讀材料的配額仍然是有意義的。

Availability of airline reading materials
航空公司閱讀材料的可用性

As noted above, there is a lack of airline reading materials through the lounge facility.
如上所述，休息室設施缺乏航空公司閱讀材料。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

WiFi Service 無線網絡服務

花園評級

Garden

RATING

WiFi connection information
無線網路連接資訊

Provided clearly for and there are numerous stickers located in various places in the lounge and troubleshooting guidance. Reception staff do not advise passengers of the process.
提供清楚的指示，並且在休息室的各個地方都有許多貼紙和故障排除指南。接待人員不會告知乘客流程。

WiFi connection requirements
5
WiFi 連接要求 5

Users are not required to provide personal email addresses or other information for sign up. Users click on the network and can connect easily.
用戶不需要提供個人電子郵件地址或其他信息來註冊。用戶點擊網絡即可輕鬆連接。

WiFi connection speed & reliability
WiFi 連接速度和可靠性

A speed test produced a result of 26.7 Mbps download and 46.5 Mbps upload, demonstrating a very high speed connection. The service was reliable throughout the audit period.
一次速度測試顯示下載速度為 26.7 Mbps，上傳速度為 46.5 Mbps，顯示出非常高速的連接。服務在整個審核期間都很可靠。

Section Rating 區段評分

4.67

Business Facilities

商務設施

Garden 花園

RATING

Internet computer terminals in lounge 5
休息室 5 的網際網路電腦終端

There is one PC located in the Business Centre area. This was switched on and fully functioning during the audit period.
在商務中心區域有一台電腦。這台電腦在審核期間已經開啟並且完全運作。

Printer facilities 印表機設施

4.5

There is one combined printer/scanner machine, and this is connected to the

. There is no information relating to the availability of sending documents to this wirelessly from your own device, however.
有一台結合打印機/掃描機的設備，並且這台設備連接到

。然而，沒有關於從您自己的設備無線發送文件的可用性信息。

Meeting & conference facilities
會議和會議設施

There are no meeting rooms or private phone booths at the lounge.
休息室內沒有會議室或私人電話亭。

LOUNGE - Garden Lounge
休息室 - 花園休息室

TV Facilities 電視設施

花園評級

Garden

RATING

Location of TVs throughout lounge 4.5
休息室內電視的位置 4.5

There are two large TVs in the lounge, and these are appropriately located.
休息室裡有兩台大電視，位置適當。

Channel options & subtitles 4.5
頻道選項和字幕 4.5

Sports are generally shown which is adequately neutral.
體育節目通常顯示得相當中立。

Noise intrusion of TV's
電視的噪音干擾

The TVs are kept on silent which is excellent.
電視保持靜音，這非常好。

Section Rating

部分評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Staff Service 員工服務
Enthusiasm & friendliness
熱情和友善
Enthusiasm from staff throughout is good, and staff are typically warm, accommodating and engaged with passengers
整體員工的熱情很好，員工通常對乘客熱情、包容和投入
throughout the experience.
在整個體驗過程中。

Hospitality portrayed
4.5
體現的款待 4.5

Staff within the lounge itself have a good degree of training, and this ensures the hospitality delivery is quite polished and professional.
休息室內的員工受過良好的培訓，這確保了款待服務相當精緻和專業。

Eye contact with PAX 5
與 PAX 5 進行眼神接觸。

Eye contact is good from all staff members, and this is not a factor for any improvement.
所有員工都能保持良好的眼神接觸，這不是需要改進的因素。

Body language & posture

Staff through the lounge maintain excellent body language, and all front-line staff appear diligently. Staff posture was generally upright, and they demonstrated positive and confident body language throughout the lounge.
休息室的員工保持著出色的肢體語言，所有前線員工都顯得勤奮。員工的姿勢普遍挺拔，並且在整個休息室中展示了積極和自信的肢體語言。

Service efficiency & skill
服務效率與技能

4.5

Cleaning and F&B staff quietly and diligently go about their business, cleaning areas efficiently.
清潔和餐飲服務人員安靜且勤奮地進行他們的工作，高效地清潔區域。

Self-serve food and drink areas were regularly topped up and cleaning staff move throughout the lounge clearing tables without the use of trolleys which does improve the ambience/disturbance element.
自助餐飲區定期補充，清潔人員在休息室內移動，清理桌子而不使用推車，這確實改善了氛圍/干擾元素。

Service discipline

Good discipline between staff members, with no issues of concern. Staff conduct in front of customers and dedication to their tasks is consistently good, and their appearance is neat and tidy.
員工之間的紀律良好，沒有令人擔憂的問題。員工在顧客面前的行為和對工作的投入一貫良好，外表整潔。

Total interaction with customers
與顧客的全面互動

4.5

There is an acceptable level of interaction, and this importantly never feels forced.
互動的程度是可以接受的，而且這一點從來不會感覺到勉強。

Language abilities 語言能力

English and Mandarin are spoken widely. English comprehension is typically very good amongst front line.
英語和普通話廣泛使用。前線人員的英語理解能力通常非常好。

Section Rating 區段評分

LOUNGE - Garden Lounge
休息室 - 花園休息室

Staff Grooming & Presentation
員工儀容與形象

Standard & consistency of personal grooming
個人儀容的標準與一致性

Female staff all have their hair tied in a bun, giving a professional look. There was no excessive use of make up or perfume/aftershave
女性員工都把頭髮紮成髮髻，顯得很專業。沒有過度使用化妝品或香水/鬍後水

Uniform presentation 5

Presentation is excellent during the audit, and this is not a factor for any change.
在審核期間，展示非常出色，這不是任何變更的因素。

Use of & visibility of name badges
名牌的使用和可見性

All staff wear name badges, and these are very clear to observe.
所有員工都佩戴名牌，這些名牌非常清晰可見。

Section Rating

部分評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Lounge Reception & Wayfinding
休息室接待處及指引

Standard of reception area
接待區的標準

Passengers enter through automatic doors. The main reception is of a high standard although it is quite bright. Floor tiling is beige and gloss, overhead LED lighting strips provide light broadly. There is one large reception desk with a textured feature wall behind it. The EVA Air Lounge logo is projected onto it, and this is centred appropriately.
乘客通過自動門進入。主接待處標準很高，雖然相當明亮。地板瓷磚是米色和光澤的，頭頂的 LED 燈條提供了廣泛的照明。有一個大型接待台，背後有一個紋理特徵牆。長榮航空貴賓室的標誌投射在牆上，並且適當地居中。

The main reception desk is staffed by three personnel. The counter is made of high quality materials and the overall impression is understated but exclusive.
主接待台由三名人員值班。櫃檯由高品質材料製成，整體印象低調但獨特。

To the left is the Star lounge and to the right is the Infinity lounge. As you enter this reception area it is actually unclear which lounge is which if you have never visited before. Staff will have to advise you of this.
左邊是星星休息室，右邊是無限休息室。當你進入這個接待區時，如果你以前從未來過，實際上不清楚哪個休息室是哪個。工作人員將需要告訴你這一點。

Left luggage facilities 行李寄存設施

4.5

As passengers enter the lounge, to the right the left luggage area is located featuring an array of approximately 20 lockers. The lockers are medium in size and can fit 1 carry-on bags. They can only be locked through the use of a key which is provided by reception staff rather than by code.
當乘客進入休息室時，左邊是行李寄存區，裡面有大約 20 個儲物櫃。這些儲物櫃是中等大小，可以放 1 個隨身行李。它們只能通過接待人員提供的鑰匙鎖上，而不是通過密碼。

Signage & wayfinding for lounge facilities
標誌和指引系統為休息室設施

The Infinity lounge does feature some customised maps placed in various locations. These are facility maps clearly detailing what is available for customers.
無限休息室確實在各個位置放置了一些定制的地圖。這些是設施地圖，清楚地詳細說明了可供顧客使用的設施。

Directional signage is good throughout the lounge. The structure is moderately sized in a rectangular shape, so there is no need for extensive signage. Separate areas such as showers, washrooms, and the nursing area feature decals on the exterior walls by the entrances and these are LED backlit ensuring they are visible.
整個休息室的方向標誌都很好。結構呈矩形，大小適中，因此不需要大量的標誌。淋浴間、洗手間和哺乳區等獨立區域在入口處的外牆上有貼花，這些貼花是 LED 背光的，確保它們可見。

Queue times to enter lounge
進入休息室的排隊時間

Lounge entry system 休息室進入系統

Passengers are required to show their boarding pass to be scanned at reception. Only EVA Air Business Class passengers will be granted entry.
乘客需要在接待處出示並掃描登機證。僅限長榮航空商務艙乘客進入。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Reception Staff Infinity RATING
接待人員無限評分

Standard of welcome provided
提供的歡迎標準

General welcomes appear strong upon entry to the lounge. Auditors were escorted through reception so did not have a chance to have a "regular" welcome that would be experienced by other passengers.
進入休息室時，一般的歡迎看起來很強烈。審計員被護送通過接待處，因此沒有機會體驗其他乘客會經歷的“常規”歡迎。

Advice about lounge facilities
關於休息室設施的建議

We feel the standard introduction was not experienced during the audit period and therefore this element is difficult to accurately judge.
我們認為在審核期間未能體驗到標準介紹，因此這一部分很難準確判斷。

Advice about boarding calls 5
關於登機呼叫的建議 5

Passengers are given advice in relation to boarding calls and will be told where gates are located in relation to the lounge. Additionally, there are discreet signs within the lounge indicating that there are no boarding calls in the facility.
乘客會收到有關登機通知的建議，並會被告知登機口在休息室的位置。此外，休息室內有隱蔽的標誌，表明該設施內沒有登機通知。

Enthusiasm & friendliness
熱情與友善

Reception staff showed a good level of enthusiasm and welcoming friendliness upon entry and departure to passengers.
接待人員在乘客進出時表現出良好的熱情和友好的歡迎。

Handling departure delays
處理出發延誤

This aspect was not experienced.
沒有體驗到這方面。

Language abilities
5 語言能力 5

Good English language standards, and staff always automatically revert to English where needed.
良好的英語標準，並且員工在需要時總是自動切換到英語。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Flight Information & PA System Infinity
RATING
飛行資訊及廣播系統無限評級

Location of flight information screens
飛行資訊屏幕的位置

There are numerous FIDS throughout the lounge for passengers to see and these are mounted at eye level in appropriate locations, as well as behind the main reception desk.
休息室內有許多航班資訊顯示屏供乘客查看，這些顯示屏安裝在適當位置的眼睛高度，以及主接待處後面。

Standard of lounge PA system
休息室廣播系統的標準

No PA were noted in the Infinity lounge.
在無限休息室中未注意到公共廣播系統。

Intrusion from lounge PA system
來自休息室廣播系統的干擾

This is a silent lounge and therefore intrusion is minimal
這是一個安靜的休息室，因此干擾很少

Section Rating 5.00 區域評分 5.00

Lounge Décor 休息室裝飾

Design & visual interest lounge interior

4.5

The lounge interior is bright and modern, with lighter palettes favoured that gives the lounger a greater sense of space. The layout is more or less rectangular, with various seating areas separated appropriately. One entire side of the lounge is glass but only faces the interior of the airside space. There is little in the way of planters throughout the lounge when compared to the Garden, and this is acceptable as there seems to be a priority for seating space. Artificial lighting is bright. Overall, it is appealing in its current design, making a good use of space and artificial light to offset the lack of natural light.
休息室的內部明亮而現代，偏愛較淺的色調，使休息者有更大的空間感。佈局大致呈矩形，各個座位區域適當分隔。休息室的一整面是玻璃，但只面向機場內部空間。與花園相比，休息室內的植物較少，這是可以接受的，因為似乎優先考慮座位空間。人工照明明亮。總體而言，當前的設計很有吸引力，充分利用空間和人工光線來彌補自然光的不足。

Design & visual interest of seat layout
座位佈局的設計和視覺趣味

Seating is fairly dense and is supplied in good numbers. There is still adequate space in between the various seating styles. At this lounge and the furnishings are of a good and robust quality and there is some variance between the seating options. There are armchairs, privacy chairs, and some standard seated areas. There is a good balance here between leisure and business seating to cater to a wide variety of passengers. We note the strong provision of seat charging here, which includes USB-Type C.
座位相當密集，數量充足。各種座位樣式之間仍有足夠的空間。這個休息室的家具質量良好且堅固，座位選項也有一些變化。有扶手椅、隱私椅和一些標準座位區域。這裡在休閒和商務座位之間取得了良好的平衡，以滿足各種乘客的需求。我們注意到這裡提供了強大的座位充電設施，包括 USB-Type C。

Standard of lounge furnishings
休息室家具的標準

Furnishings continue to be most commendable, and we feel that EVA Air is being increasingly creative and artistic in the lounge finishes and fittings throughout.
傢俱仍然是最值得稱讚的，我們覺得長榮航空在休息室的裝潢和配件方面越來越有創意和藝術性。

Standard of lounge flooring
休息室地板標準

Flooring is mostly carpet and this helps with acoustics although there are some tiled floored areas. The quality of flooring is high here, with durable materials in use.
地板主要是地毯，這有助於聲學效果，儘管有些區域是瓷磚地板。這裡的地板質量很高，使用了耐用的材料。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Lounge Ambience ..... Infinity
休息室氛圍.....無限

General ambience of lounge
4.5
休息室的一般氛圍 4.5

The lounge can get very busy in the morning at peak time. However, even when the facility approaches capacity it is not a loud lounge. The self-serve buffet area in the main dining area can get congested but there are no major issues of concern here. Overall, the ambience is clean and comfortable due to the chosen colour scheme, choice of furnishings, and bright artificial lighting concepts.
休息室在早上高峰時段可能會非常繁忙。然而，即使設施接近滿員，它也不是一個嘈雜的休息室。自助餐區的主要用餐區可能會擁擠，但這裡沒有重大問題。總體而言，由於選擇的色彩方案、家具選擇和明亮的人工照明概念，氛圍乾淨舒適。

Mobile phone policy & noise nuisance 4.5
手機政策及噪音滋擾 4.5

Standard of air conditioning & temperatures
空調和溫度標準

The temperature of the lounge is set to a comfortable, cool temperature for passengers.
休息室的溫度設置為乘客感到舒適、涼爽的溫度。

Section Rating 區段評分

4.67

Lounge Views & Lighting
休息室景觀與照明

External views throughout the lounge
休息室的外部景觀

As with the Garden, one major weakness of the lounge, due to the overall terminal infrastructure, is the lack of apron or runway views.
與花園一樣，由於整體航站樓基礎設施的原因，休息室的一個主要弱點是缺乏停機坪或跑道的視野。

Natural daylight inside the lounge
休息室內的自然光線

There is very little in the way of natural light.
幾乎沒有自然光。

Standard & ambience of artificial lighting
人工照明的標準和氛圍

Artificial light remains very good in all lounges. The designers have made a good use of table lamps, spotlights, and down lights to give the lounge a pleasant ambience.
人工照明在所有休息室中仍然非常好。設計師們很好地利用了桌燈、聚光燈和下照燈，給休息室帶來了愉快的氛圍。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Seating Overview 座位概覽

Infinity 無限

RATING

Choice of seating
4.5
座位選擇 4.5

There are standard chairs, small dining/work booths, and various types of armchairs available for use. There is also a bank of workstations - these seats are in very high demand.
有標準椅子、小型餐飲/工作隔間和各種類型的扶手椅可供使用。還有一排工作站——這些座位需求量很大。

Standard of seating 座位標準

Overall, the seating is of a high standard and in good condition. All of the seating appears new and is therefore in a highly appealing visual state. The chairs are made from a range of durable materials that can be easily wiped clean or hoovered.
總的來說，座位標準很高，狀況良好。所有的座位看起來都是新的，因此在視覺上非常吸引人。椅子由一系列耐用材料製成，可以輕鬆擦拭或吸塵。

Layout & privacy of seating
座椅的佈局和隱私

Although there are winged seating modules that offer a degree of privacy in the Infinity, in both lounges there is very limited privacy throughout, and a lack of screens between seating concepts or private booth concepts available versus other airlines in 2024.
雖然在 Infinity 中有帶翼的座椅模組提供一定程度的隱私，但在兩個休息室中整體隱私非常有限，並且與 2024 年其他航空公司相比，缺乏座椅概念之間的屏幕或私人包廂概念。

Seat power choice, utility & volume
座位電源選擇、實用性和音量

There is a high number of plug points in the lounge, and these are located in all seating areas. There are plug points available for almost all kinds of seating and these generally consist of standard USB and USB C points and one universal plug point.
休息室內有大量插座，這些插座位於所有座位區域。幾乎所有類型的座位都有插座，這些插座通常包括標準 USB 和 USB C 插座以及一個通用插座。

Again, we do note that some new lounges are moving to provide contactless charging pads to reduce the need for passengers to find cables from within baggage.
再次，我們注意到一些新的貴賓室正在提供無接觸充電墊，以減少乘客從行李中尋找電纜的需要。

Seat availability & capacity management
座位可用性和容量管理

At 08:00 on a Monday morning seating is very limited. To ensure seating is used to its maximum potential, dining areas with two seats will be reserved for two people only. Similarly, larger tables are only available to groups, and this does go some way to helping the situation.
在星期一早上 08:00，座位非常有限。為了確保座位能夠最大限度地利用，兩人座的用餐區將僅保留給兩人使用。同樣地，較大的桌子僅供團體使用，這在某種程度上有助於解決這個問題。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Toilet Facilities Infinity
RATING
廁所設施無限評級

Toilet facilities capacity
廁所設施容量

There is one set of toilets in the lounge for each gender. There are six individual urinals, four cubicles, and four sinks in the men's toilets and this is adequate for current passenger levels.
在休息室裡，每個性別都有一組廁所。男廁有六個獨立小便池、四個隔間和四個洗手盆，這對目前的乘客數量來說是足夠的。

Standard of toilet design, fixtures & fittings
廁所設計、裝置及配件的標準

The toilet design and fixtures and fitting standard is meeting an excellent quality level, and the contemporary appearance here is in keeping with the broader lounge aesthetics. There do not appear to be any adapted toilet seats for smaller children or steps.
廁所的設計和裝置標準達到了優秀的質量水平，這裡的現代外觀與整體休息室的美學保持一致。似乎沒有為小孩設計的適應性馬桶座或踏腳凳。

Choice & standard of hand drying facilities
手部乾燥設施的選擇與標準

Paper towels are provided for hand or face drying and this is acceptable.
提供紙巾供手或臉部乾燥，這是可以接受的。

Choice, brand & standard of toilet amenities
廁所用品的選擇、品牌和標準

4.5

Amenities are more restricted here when compared to the Garden, which is understandable. The hand soap appears to be a generic brand applied from a plastic dispenser and lacks the quality we might expect.
這裡的設施相比花園更為有限，這是可以理解的。洗手液似乎是從塑料分配器中取出的普通品牌，缺乏我們可能期望的品質。

Customer feedback & cleanliness monitoring
客戶反饋與清潔度監控

Section Rating 區段評分

4.75

PRM Toilet Facilities

Location & accessibility of PRM toilet facilities
PRM 廁所設施的位置和可達性

RATING 評分

The lounge does provide a separate PRM toilet facility in the lounge. They are fully accessible, and we further highlight the excellent degree of facilities within the wider terminal building.
休息室內提供獨立的 PRM 廁所設施。它們完全無障礙，我們還強調了更大航站樓內設施的優良程度。

Standard of PRM toilet facilities
PRM 廁所設施的標準

4.5

The standard of the facility is appropriate as there are various grab handles, and the door is automatic. There does not seem to be an alarm cord or Ostomate disposal here.
設施的標準是適當的，因為有各種扶手，門是自動的。這裡似乎沒有警報繩或造口袋處理設施。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Showers 淋浴

無限評分

Infinity

RATING

Booking & queue system for showers
淋浴預訂及排隊系統

4.5

Passengers are required to register at reception for a shower. It is unclear if there is a beeper system or similar.
乘客需要在接待處登記淋浴。不清楚是否有蜂鳴器系統或類似的東西。

Waiting times for showers
4
淋浴等待時間 4

During a relatively peak period of use for the lounge, waiting time is measured at approximately 15 minutes.
在休息室使用的相對高峰期，等待時間約為 15 分鐘。

Shower facility capacity
淋浴設施容量

Given that the shower facilities do have to cater for both lounges, the rate of turn around during peak periods is considered respectable. There are four shower rooms, and this appears just about enough to cope with current capacity and demand. There is a digital screen by the entrance and each shower room has a separate name rather than a number.
鑑於淋浴設施必須為兩個休息室服務，在高峰時段的周轉率被認為是可以接受的。有四間淋浴室，這似乎剛好足以應付目前的容量和需求。入口處有一個數字屏幕，每間淋浴室都有一個單獨的名稱而不是編號。

Shower time is limited to 20 minutes and there are no clocks installed within the shower room to help passengers monitor the time. It would be advisable to install clocks or timekeeping devices here.
淋浴時間限制為 20 分鐘，淋浴室內沒有安裝時鐘來幫助乘客監控時間。建議在這裡安裝時鐘或計時設備。

Standard of water pressure & temperature
水壓和溫度標準

4.5

There are no issues with the water pressure or temperature during the audit, and these all function as expected.
在審核期間，水壓和溫度沒有問題，並且這些都按預期運行。

Size of shower facilities & changing area
淋浴設施和更衣區的大小

There is adequate space for luggage in the shower facilities, and this includes acceptable space for changing.
淋浴設施有足夠的行李空間，並且包括更衣的合適空間。

Standard of shower, sink & WC facilities
4.5
淋浴、洗手盆和廁所設施的標準為 4.5

There is a good standard of shower facility available which includes WC and sink units, in addition to luggage storage and a bench. The tiling and décor standards are also well rated. There are solid glass sliding shower screens. The lavatories are Asian and therefore have the full bidet system. The facilities appear to have been recently renovated.
有良好的淋浴設施標準，包括廁所和洗手盆單元，此外還有行李存放和長凳。瓷磚和裝飾標準也很高。設有堅固的玻璃滑動淋浴屏。廁所是亞洲風格，因此配有完整的坐浴系統。這些設施似乎最近剛翻新過。

Temperature & airflow in shower facilities
淋浴設施的溫度和氣流

4.5

Airflow is consistent and we feel that this is able to keep up with the requirements for the shower.
氣流穩定，我們覺得這能夠滿足淋浴的需求。

Choice & standard of shower amenities
淋浴設施的選擇和標準

4.5

There are three large bottles shampoo, conditioner, and shower gel available in the shower area. Separate amenities are provided in sealed packets next to the sink and they include: Cotton Pads, Shave Gel, Shower Cap, Mouthwash, Hairbrush, Toothbrush, Hand Lotion. Razors are available upon request at the front desk.
淋浴區有三大瓶洗髮水、護髮素和沐浴露。洗手池旁邊提供獨立包裝的設施，包括：化妝棉、剃鬚膏、浴帽、漱口水、髮刷、牙刷、護手霜。前台可應要求提供剃鬚刀。

Choice & standard of towels
毛巾的選擇和標準

5

A branded EVA bathmat, a face cloth and two different sized towels are provided. The standard and softness of the towels is average, as well as the size.
提供了一個品牌的 EVA 浴墊、一條面巾和兩條不同尺寸的毛巾。毛巾的標準和柔軟度是一般的，尺寸也是如此。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Standard of baby care room 4.5
嬰兒護理室標準 4.5

Baby change facilities are available in the Infinity lounge, and these deliver an acceptable standard for 2024.
嬰兒更換設施可在無限休息室使用，並且這些設施在 2024 年達到可接受的標準。

Standard of children's playroom
兒童遊戲室的標準

No children's play facility is available in the lounge, and this is a facility which can provide a more family friendly environment in the lounge, as well as isolate any disturbance that may occur from younger travellers.
休息室內沒有兒童遊戲設施，這是一個可以在休息室內提供更家庭友好環境的設施，同時也可以隔離年幼旅客可能造成的任何干擾。

Section Rating

部分評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Lounge Cleanliness & Condition Infinity
休息室清潔度和狀況無限

Floor, wall, window - cleanliness & condition
地板、牆壁、窗戶 - 清潔度和狀況

The floors, walls and windows are all in excellent condition with a high level of cleanliness. As already stated, the lounge has undergone a recent renovation, so the condition element is excellent.
地板、牆壁和窗戶的狀況都非常好，清潔度很高。如前所述，休息室最近進行了翻新，所以狀況非常好。

Seating - cleanliness & condition
座位 - 清潔度和狀況

4.5

The seating and seating areas were very clean and custodial staff focus well underneath seats, tables, and in seat dirt traps to a high degree.
座椅和座位區域非常乾淨，清潔人員在座椅、桌子下方以及座位的污垢陷阱處都非常用心。

Buffet & dining area - cleanliness & condition
自助餐和用餐區 - 清潔和狀況

The small buffet and dining area was kept to a high level of cleanliness whilst I visited the lounge. Staff were seen to be keeping it clean and tidy at regular intervals. The condition of the various fixtures and fittings is good, and the quality of items used in the buffet area is adequate.
我在休息室時，小型自助餐和用餐區保持了高度的清潔。工作人員定期保持清潔和整潔。各種裝置和設備的狀況良好，自助餐區使用的物品質量也很合適。

Toilets - cleanliness & condition
廁所 - 清潔度和狀況

The men's lavatories were very clean, and all fixtures and fittings were in excellent condition and good working order. There is no issue with poor airflow or non-neutral odour in this facility.
男廁非常乾淨，所有設施和配件都處於極佳狀態且運作良好。這個設施沒有空氣流通不良或非中性氣味的問題。

Showers - cleanliness & condition
淋浴間 - 清潔度和狀況

Excellent cleanliness observed for the shower units, and this is not a factor for any change.
淋浴間的清潔度非常好，這不是任何變更的因素。

Section Rating
4.80 區段評分 4.80

Cleaning & Maintenance 清潔與維護

Visibility of cleaning staff
清潔人員的可見度

Staff are visible through the lounge although the actual proactivity of the staff in clearing items away from passengers does vary and could be improved in terms of efficiency during peak periods.
雖然可以看到員工在休息室內，但員工在清理乘客物品方面的實際主動性有所不同，並且在高峰期的效率方面可以改進。

Techniques & efficiency of cleaning staff
清潔人員的技術與效率

Generally, a table was cleared within a few minutes of being vacated and this is performed quietly.
通常，一張桌子在被騰空後幾分鐘內就會被清理乾淨，這是悄悄進行的。

Standard & number of waste & recycling bins
標準和數量的垃圾和回收桶

A good number of bins are around the lounge, and most receptacles are for recycling which is well marketed to passengers.
休息室周圍有很多垃圾桶，大多數容器都是用於回收的，這一點對乘客宣傳得很好。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Self-Serve Bar Area
Infinity
RATING
自助酒吧區無限評分

Standard & layout of self-serve bar area
自助酒吧區的標準和佈局

Canned beers are available from fridges in the buffet area along with wine, sparkling white wine, and spirits. Items are arranged in a tidy and appealing manner.
自助區的冰箱裡有罐裝啤酒、葡萄酒、氣泡白酒和烈酒。物品排列整齊且吸引人。

Standard & presentation of fridges

There is a large fridge for drinks located in the buffet area. These were very clean and well stocked. The units are high quality and durable keeping beverages properly chilled.
自助區有一個大型飲料冰箱。這些冰箱非常乾淨且儲備充足。這些設備質量高且耐用，能夠保持飲料適當冷卻。

Frequency of replenishing self-serve bar area
自助吧區的補充頻率

Ice & garnishes 冰塊和裝飾品

Whilst ice and lemon are available, more elaborate options for garnishes are not provided in the lounge and this reduces passenger ability to self-construct cocktail or more elaborate drink choices.
雖然有冰塊和檸檬，但休息室內沒有提供更精緻的裝飾選項，這減少了乘客自行調製雞尾酒或更精緻飲品的能力。

Location & standard of hot beverage machines
熱飲機的位置和標準

4.5

There are two coffee machine in the lounge for passengers to choose from, different beans are used in each unit. These are located in the self-serve buffet area and a make a range of coffee drinks. The coffee produced from these machines is high quality and of a good strength.
休息室裡有兩台咖啡機供乘客選擇，每台機器使用不同的咖啡豆。這些咖啡機位於自助餐區，並提供各種咖啡飲品。這些咖啡機製作的咖啡質量高且濃度適中。

Section Rating

部分評分

Glassware & Hot Drink Cups
玻璃器皿和熱飲杯

Choice & standard of glassware
玻璃器皿的選擇和標準

There are varying types of glasses available depending on the drink passengers choose. Tumblers, beer glasses, and small wine glasses are all available.
根據乘客選擇的飲料，有各種不同類型的玻璃杯可供選擇。提供平底杯、啤酒杯和小酒杯。

Condition & cleanliness of glassware
玻璃器皿的狀況和清潔度

The condition and cleanliness of the glassware products is excellent and appears well monitored by the lounge staff.
玻璃器皿的狀況和清潔度非常好，並且似乎由休息室的工作人員很好地監控。

Choice & standard of hot drink cups
熱飲杯的選擇和標準

4.5

For coffee, two types of ceramic cup are available for hot drinks. An "Americano" cup and a standard Espresso sized cup. Larger mugs for tea are also provided.
對於咖啡，有兩種類型的陶瓷杯可供熱飲使用。一種是“美式咖啡”杯，另一種是標準的濃縮咖啡杯。也提供較大的茶杯。

Condition & cleanliness of hot drink cups
熱飲杯的狀況和清潔度

Section Rating 區段評分

Bar Product Infinity 酒吧產品無限

Choice & standard of juices, mixers & soft drinks
4.5
果汁、混合飲料和軟飲料的選擇和標準 4.5

The lounge offers the same selection of drinks to the Garden lounge, and this provides passengers with a good choice.
休息室提供與花園休息室相同的飲品選擇，這為乘客提供了良好的選擇。

Choice & standard of beer & brands 4
啤酒和品牌的選擇和標準 4

Two types of Taiwanese beer are available, and this is self-serve, and these are of a good quality.
有兩種台灣啤酒可供選擇，這是自助式的，質量很好。

Choice & standard of spirits/digestifs & brands
烈酒/消化酒和品牌的選擇和標準

A good choice of products available here, and the brands are mid-tier when compared to the Garden lounge. The range of spirits includes Smirnoff, Johnnie Walker Red Label, Kavlan, Jim Beam, Cognac, and Bombay Sapphire as some examples.
這裡有很多不錯的產品可供選擇，與花園休息室相比，這裡的品牌屬於中等水平。酒類範圍包括斯米諾伏卡、尊尼獲加紅牌、卡瓦蘭、占邊威士忌、干邑和孟買藍寶石等。

Choice & standard of wines & sparkling wines
葡萄酒和氣泡酒的選擇和標準

White and red wines are served from bottles at varying temperatures. These are good quality wines and sufficient in number. Albert Lebrun Champagne is also available here.
白葡萄酒和紅葡萄酒以不同的溫度從瓶中供應。這些都是優質的葡萄酒，數量充足。這裡也有提供阿爾貝·勒布倫香檳。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Hot Drink Product Infinity
RATING
熱飲產品無限評分

Choice & standard of coffee
咖啡的選擇和標準

There are two brands of coffee bean available from the machines. The machines make various drinks such as Latte, Cappuccino, Americano, Espresso, and the standard of coffee from these machines is very good.
這些機器提供兩種品牌的咖啡豆。這些機器可以製作各種飲品，如拿鐵、卡布奇諾、美式咖啡、濃縮咖啡，並且這些機器製作的咖啡品質非常好。

Choice & standard of tea
茶的選擇與標準

4.5

There are numerous options of tea available at this lounge. These consist of Taiwanese teas and Twinings Teas that are of a good quality.
在這個休息室有許多茶的選擇。這些包括台灣茶和質量良好的川寧茶。

Choice & standard of other hot drinks 4.5
其他熱飲的選擇和標準 4.5

Hot chocolate powder pouches are available here as an alternative.
這裡有熱巧克力粉包作為替代品。

Section Rating 區段評分

Dining - Self-Service System
餐飲 - 自助服務系統

Standard & layout of self-serve buffet
自助餐的標準和佈局

The standard of the staffed buffet area is average with good quality fixtures and fittings in use. There are traditional steel hot food containers each containing various hot food items each. The layout is simple and makes an effective use of space. Whilst the layouts here are acceptable, the service points are busy and occasionally congested.
自助餐區的標準是中等水平，使用的裝置和配件質量不錯。有傳統的鋼製熱食容器，每個容器內裝有各種熱食。佈局簡單且有效利用空間。雖然這裡的佈局是可以接受的，但服務點繁忙且偶爾擁擠。

Standard of serving dishes & utensils
供應餐具和器皿的標準

4

The heating elements for the serving dishes appear to be set adequately and hot items are maintained at an appropriate temperature. Access is fine, with good level of hygiene protection and covers throughout. Steel tongs and steel servings spoons are used to serve food. These are both quite standard in size and quality when compared to other lounges.
供應菜餚的加熱元件似乎設置得當，熱菜保持在適當的溫度。存取良好，具有良好的衛生保護和覆蓋。使用鋼製夾子和鋼製勺子來盛裝食物。與其他休息室相比，這些在尺寸和質量上都相當標準。

Frequency of replenishing self-serve buffet area
自助餐區補充頻率

4.5 Food labelling & allergen information
食品標籤和過敏原信息

3.5

More could be done to display allergen and overall ingredients in a clear and visible manner. Currently, passengers must speak to staff about each individual dish to understand its components.
可以做更多的工作來清晰可見地顯示過敏原和整體成分。目前，乘客必須與工作人員交談以了解每道菜的成分。

Section Rating 區段評分

4.00

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Dining - Self-Service Food Choice
餐飲 - 自助餐選擇

Choice & standard of nuts & bar snacks
堅果和酒吧小吃的選擇和標準

Bags of crisps and nuts were observed in the buffet area, and these are a good standard. The selection is basic, however.
在自助餐區觀察到薯片和堅果，這些都是不錯的標準。不過，選擇是基本的。

Choice & standard of bread & pastries
4
麵包和糕點的選擇和標準 4

In terms of bread and pastries, a range is available covering the basics.
就麵包和糕點而言，有一系列涵蓋基本款的選擇。

Choice & standard of cold dishes
4
冷盤的選擇和標準 4

A salad bar area in this lounge offers the basics: Tomatoes, Olives, Ham, Sweetcorn, Sliced Egg, Cucumber, Salad leaves, Raisins, Parmesan. There are no pre-prepared salads that we see in other premium lounges. No pre-prepared sandwiches observed here.
這個休息室的沙拉吧區域提供基本的食材：番茄、橄欖、火腿、甜玉米、切片蛋、黃瓜、沙拉葉、葡萄乾、帕瑪森芝士。我們沒有看到其他高級休息室中常見的預製沙拉。這裡也沒有看到預製三明治。

Choice & standard of hot dishes - breakfast
熱菜的選擇和標準 - 早餐

Options are appealing and overlap the choice between breakfast and standard meal service nicely. The selection is tailored to cater more for Asian rather than international travellers since congee is the most popular dish. Hot dogs and buns appear to be provided as an international product.
選項很吸引人，並且很好地覆蓋了早餐和標準餐飲服務之間的選擇。這個選擇更適合亞洲旅客，因為粥是最受歡迎的菜餚。熱狗和麵包似乎是作為國際產品提供的。

Choice & standard of hot dishes - lunch & dinner
熱菜的選擇和標準 - 午餐和晚餐

The lounge was accessed in the morning hours.
休息室在早晨時段開放。

Choice & standard of desserts/sweets
甜點/糖果的選擇和標準

4.5

Desserts consist of Ice cream, yoghurt, or sliced fruit. Strawberry cream rolls, caramel nut tart, and green tea dacquoise are the pastries served. The quality of these products is high.
甜點包括冰淇淋、優格或切片水果。草莓奶油捲、焦糖堅果塔和抹茶達克瓦茲是提供的糕點。這些產品的品質很高。

Self-serve food temperatures

4.5

There are no issues of concern related to food temperatures at the Infinity lounge.
在無限休息室，與食物溫度相關的問題不存在。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Dining - Tableware & Cutlery
Infinity
RATING
餐飲 - 餐具和刀叉無限評分

Choice & standard of tableware
餐具的選擇和標準

Tableware consists of porcelain plates and bowls, and these are of a high standard. These are often more elaborate and ornate than some other lounges, with patterned mugs observed.
餐具包括瓷盤和碗，這些都是高標準的。這些通常比其他休息室的餐具更精緻和華麗，並且觀察到有圖案的杯子。

Condition & cleanliness of tableware
餐具的狀況和清潔度

All items are in good condition, and the design and branding for these is appealing.
所有物品狀況良好，設計和品牌都很吸引人。

Choice & standard of cutlery
餐具的選擇和標準

4.5

Solid, metal cutlery, which is of an excellent standard, and appears polished. Again, these are only available from canteen style receptacles.
固體金屬餐具，質量優良，看起來很光亮。同樣，這些僅在食堂風格的容器中提供。

Condition & cleanliness of cutlery
餐具的狀況和清潔度

All items are in good condition, and the design for these is appealing.
所有物品狀況良好，設計也很吸引人。

Standard of napkins
4
餐巾標準 4

Only paper napkins are available, and we would hope to see packaged towels here too.
這裡只有紙巾，我們希望也能看到包裝毛巾。

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Reading Materials 閱讀材料

無限評分

Infinity

RATING

Presentation of reading materials (hardcopy)
閱讀材料的展示（紙本）

3.5

No hardcopy newspapers or magazines are available at this lounge and EVA strongly promotes their e-reader service now.
此貴賓室不提供紙本報紙或雜誌，長榮航空現在強力推廣其電子閱讀器服務。

In-lounge marketing for e-reader service
休息室內的電子閱讀器服務行銷

4.5

Choice of newspapers
5
報紙選擇 5

Many newspaper titles are available, and this will meet the needs of the vast majority of travellers.
有許多報紙標題可供選擇，這將滿足絕大多數旅客的需求。

Quantity of newspapers available (hardcopy)
可用報紙數量（紙本）

Physical newspapers are not provided.
不提供實體報紙。

Choice of magazines
5
選擇 5 本雜誌。

The choice of magazines is similarly excellent with a wide range of titles available in various languages.
雜誌的選擇同樣出色，有各種語言的多種刊物可供選擇。

Quantity of magazines available (hardcopy)
可用雜誌數量（紙本）

No hardcopy magazines are provided.
不提供紙本雜誌。

Availability of airline reading materials
航空公司閱讀材料的可用性

As noted above, there is a lack of airline reading materials through the lounge facility
如上所述，休息室設施缺乏航空公司閱讀材料

Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

WiFi Service 無線網絡服務

無限評分

Infinity

RATING

WiFi connection information
無線網路連接資訊

Provided clearly for and there are numerous stickers located in various places in the lounge and troubleshooting guidance.
提供明確的指示，並且在休息室的各個地方都有許多貼紙和故障排除指南。

WiFi connection requirements
4
無線網路連接需求 4

WiFi connection speed & reliability
WiFi 連接速度和可靠性

Speeds are comparable to the Garden lounge, and this delivers a strong service to users.
速度與花園休息室相當，並且為用戶提供了強大的服務。

Section Rating 區段評分

Business Facilities

商務設施

Internet computer terminals in lounge
休息室內的網路電腦終端機

There is a separate business centre in the lounge with three PC terminals and a printer to use. Everything was switched on and fully functioning during the audit.
休息室內有一個獨立的商務中心，配有三台電腦終端和一台打印機可供使用。在審核期間，一切都已開機並正常運行。

Printer facilities 印表機設施

There is one combined printer/scanner machine, and this is connected to the computers.
有一台結合的打印機/掃描機，並且這台機器連接到電腦。

Meeting & conference facilities
會議和會議設施

None available and no private phone booths are installed.
沒有可用的，且未安裝私人電話亭。

Section Rating 區段評分

4.5 LOUNGE - Infinity Lounge
休息室 - 無限休息室

TV Facilities 電視設施

Location of TVs throughout lounge
休息室內電視的位置

There are numerous TVs in the lounge, and these are appropriately located.
休息室內有許多電視，這些電視的位置都很合適。

Channel options & subtitles 5
頻道選項和字幕 5

Sports and news channels are generally shown, and these are suitably neutral.
體育和新聞頻道通常會播放，這些頻道是適當中立的。

Noise intrusion of TV's
電視的噪音干擾

The TVs are kept on silent which is excellent.
電視保持靜音，這非常好。
Section Rating 區段評分

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Staff Service 員工服務

Enthusiasm & friendliness
熱情與友善
Infinity 無限

RATING 評分

Enthusiasm from staff throughout is good, and staff are typically warm, accommodating and engaged with passengers throughout the experience.
整體員工的熱情很好，員工通常對乘客熱情、包容和投入。

Hospitality portrayed 展現的款待

4.5 Eye contact with PAX 5
與 PAX 5 進行眼神接觸。

Eye contact is good from all staff members, and this is not a factor for any improvement.
所有員工都能保持良好的眼神接觸，這不是需要改進的因素。

Body language & posture

Service efficiency & skill
服務效率與技能

4.5

Cleaning and

staff quietly and diligently went about their business. Self-serve food and drink areas were regularly topped up, and staff work well during peak periods. Cleaning staff also mostly moved throughout the lounge with professionalism.
清潔和

員工安靜且勤奮地進行他們的工作。自助餐飲區定期補充，員工在高峰期工作良好。清潔人員也大多專業地在休息室內移動。

Service discipline

EVA Air lounge staff show good levels of discipline in all aspects of their tasks. Their cleaning is generally good, their conduct in front of customers and dedication to their tasks is consistently good, and their appearance is neat and tidy.
長榮航空休息室的工作人員在各方面的工作中都表現出良好的紀律。他們的清潔工作普遍良好，面對顧客的行為和對工作的奉獻精神始終如一，他們的外表整潔。

Total interaction with customers
與顧客的全面互動

4.5

There is an acceptable level of interaction, and this is comparable to most other lounges.
這裡的互動水平是可以接受的，並且與大多數其他休息室相當。

Staff could be slightly more proactive in assisting passengers who appear to be having difficulty at the buffet area, and the level of personalised engagement could still be slightly more elevated here.
工作人員可以在協助在自助餐區遇到困難的乘客方面更加主動，這裡的個性化互動水平還可以稍微提高一些。

Language abilities 語言能力

English and Mandarin are spoken widely.
英語和普通話被廣泛使用。

4.5

Section Rating 區段評分

4.63

LOUNGE - Infinity Lounge
休息室 - 無限休息室

Staff Grooming & Presentation
員工儀容與形象

Standard & consistency of personal grooming
個人儀容的標準與一致性

As with all EVA lounges. Female staff all have their hair tied neatly, giving a professional look. There was no excessive use of make up or perfume/aftershave. There are differentiated uniform for reception/concierge staff and custodial staff.
與所有長榮航空貴賓室一樣。女性員工都把頭髮整齊地紮起來，顯得很專業。沒有過度使用化妝品或香水/鬍水。接待/禮賓人員和清潔人員有不同的制服。

Presentation is excellent during the audit, and this is not a factor for any change.
在審核期間，展示非常出色，這不是任何變更的因素。

Use of & visibility of name badges
名牌的使用和可見性

All staff wear name badges, and these are very clear to observe.
所有員工都佩戴名牌，這些名牌非常清晰可見。

Section Rating 區段評分

TRANSFER 轉移

Transfer Arrival Service 接送服務TPERATING 評分

Meet & greet service - short connection
接機服務 - 短暫轉機

Meet and greet options are available, and staff are on airbridge to assist with transfers when arriving at Taipei. Names and printed materials are clearly used here.
提供接機選項，並且在台北抵達時有工作人員在登機橋協助轉機。這裡清楚地使用了名字和印刷材料。

Meet & greet service - premium PAX

Staff are available if needed and there are limited premium handling elements for Fastrack for security or immigration. This makes the role of accompanying staff members quite surplus given that there is no additional expediency here.
如果需要，工作人員可以提供幫助，但快速通關的安全或移民處理元素有限。這使得陪同工作人員的角色顯得多餘，因為這裡沒有額外的便利。

Standard of flight information assistance
航班信息協助標準

Flight information is typically available at the gate for short transfer customers, but otherwise, the FIDS units are positioned at key decision making points.
航班資訊通常會在登機口提供給短途轉機的乘客，但其他情況下，航班資訊顯示系統（FIDS）單元會放置在關鍵決策點。

Section Rating 4.33 部分評分 4.33

Transfer Counter Organisation
轉移計數組織

TPE

Counter location(s), layout & wayfinding
櫃檯位置、佈局和導引

In a clear position in the terminal, although this is located after the security screening process. It is positive to see extensive roaming staff members nearby the transfer point entrance during peak transfer periods.
在航廈內的明顯位置，儘管這是在安檢過程之後。很高興看到在高峰轉機期間，轉機點入口附近有大量的流動工作人員。

Signage & branding 標誌和品牌

Signage is strong for this facility and EVA Air have taken the opportunity to make moderate use of branding in this area. The back wall behind the counter features a bright green LED sign with "EVA Air" backlit. There is also a large area of the wall entirely green with "Transfer" branding.
此設施的標誌非常明顯，長榮航空在此區域適度使用了品牌宣傳。櫃檯後方的牆上有一個明亮的綠色 LED 標誌，背光顯示「長榮航空」。牆上還有一大片綠色區域，上面有「轉機」的品牌標識。

There is a monitor above each counter with the EVA Air and Star Alliance logo displayed. There are also staff members positioned at strategic locations holding signs displaying "Transfer to ALL EVA flights", further ensuring passengers travel in the right direction.
每個櫃檯上方都有一個顯示器，顯示長榮航空和星空聯盟的標誌。在戰略位置還有工作人員手持「轉機至所有長榮航班」的標誌，進一步確保乘客朝正確方向行進。

Counter presentation, cleanliness & condition
櫃檯展示、清潔度和狀況

4.5

The presentation and condition of counters is meeting a good quality level, and not a factor for change.
櫃檯的展示和狀況達到了良好的質量水平，並不是變更的因素。

Counter allocation (premium, FFM, standard)

4.5

There is a large bank of counters, and these were fully staffed. There is a separate lane for premium passengers. The current allocation is certainly sufficient for current passenger levels.
有一大排櫃檯，這些櫃檯都配備了充足的工作人員。還有一條專門為高級乘客設置的通道。目前的配置對於當前的乘客量來說絕對是足夠的。

Standard & exclusivity of premium counter
標準與高級櫃檯的獨特性

The counter features a carpeted area to distinguish it from the standard counters. Beyond this no premium concepts were observed.
該櫃檯設有地毯區，以區別於標準櫃檯。除此之外，未觀察到其他高級概念。

Queue systems & management

5

The facility was moderately busy during observations. There are some Tensa barriers in place to organise passengers at times of high demand and these are organised appropriately. Staffing levels are high to ensure passengers keep moving and do not congest the area.
在觀察期間，設施的繁忙程度適中。有一些 Tensa 障礙物用來在需求高峰時組織乘客，這些障礙物安排得當。人員配備充足，以確保乘客保持移動，不會擁擠在該區域。

Queue times 排隊時間

No queue wait time during peak arrival period.

PRM accessibility & facilities
PRM 無障礙設施及服務

No separate PRM transfer counter was observed at this facility. The counters are located quite high up here with staff barely able to see over them, so PRM in wheelchairs would have difficulty here.
這個設施沒有觀察到單獨的 PRM 轉移櫃檯。這裡的櫃檯位置相當高，工作人員幾乎看不到櫃檯上方，因此坐輪椅的 PRM 在這裡會有困難。

Fast-track security facility
快速通道安檢設施

There is no fast track security for transferring premium passengers.
沒有快速通道安全檢查來轉移高級乘客。

Transfer CUSS kiosk location(s), layout & capacity
轉移 CUSS 自助服務亭位置、佈局和容量

CUSS units are not available, and some airlines such as KLM, Iberia etc have units available in the transfer spaces in order to facilitate seat changes/add FFM information etc.
CUSS 單位不可用，一些航空公司如荷蘭皇家航空、伊比利亞航空等在轉機區域提供單位，以便於更改座位/添加 FFM 信息等。

Section Rating 區段評分

ARRIVAL 抵達

Arrival Service ..... TPE

Visibility of ground staff in the terminal 5
在第五航站樓可見地勤人員

Visible in the immediate gate area for delays/short connections, and there remains very good assistance available.
在登機口區域內可見，適用於延誤/短時間轉機，並且仍然有非常好的協助可用。

Standard of ground staff service
地勤人員服務標準

The staff on the ground at TPE are well trained and efficient, delivering a high level of service quality.
TPE 地勤人員訓練有素且效率高，提供高水準的服務品質。

Fast-track immigration facility
快速通關設施

Not available and TPE remains behind other major international airports by not having this facility.
不可用，且桃園國際機場因未提供此設施而落後於其他主要國際機場。

Section Rating

部分評分

ARRIVAL 抵達

Baggage Reclaim

TPE

Baggage delivery times 5
行李交付時間 5

Baggage delivery times are excellent in TPE and meeting high quality service levels. When live tested this is delivered within 25-30 minutes of arrival at the gate.
行李運送時間在台北桃園機場非常優秀，達到了高品質的服務水準。實際測試時，這是在到達登機口後的 25-30 分鐘內完成的。

It is understood FIDS have now been updated to provide extra information to waiting passengers. There are now three colour coded categories.
據了解，FIDS 現已更新，以向等待的乘客提供更多信息。現在有三個顏色編碼的類別。

Priority baggage delivery times & service format
優先行李交付時間和服務形式

Priority bags are delivered first onto baggage reclaim at Taipei when travelling with EVA Air. Premium Economy bags will follow next. This system is well implemented at TPE.
搭乘長榮航空時，優先行李會首先送到台北的行李提領處。接著是豪華經濟艙的行李。這個系統在台北桃園機場實施得很好。

Visibility of ground staff in baggage reclaim
行李提取處的地勤人員可見度

There is an abundance of roaming staff in the baggage reclaim area assisting people with various issues
在行李提取區有大量的流動人員協助人們解決各種問題

Standard of staff service in baggage reclaim
行李提取處的員工服務標準

The standard of ground staff in the baggage reclaim is excellent at TPE. Staff were observed rearranging suitcases on the belts with the handles facing forward to make it easier for passengers to lift them off.
TPE 的行李提取處地勤人員的服務標準非常優秀。觀察到員工將行李箱上的手柄朝前重新排列，以便乘客更容易提取行李。

Any remaining bags are lifted off and stacked neatly for passengers. Uniformed staff are also able to assist with questions beyond baggage enquiries.
任何剩餘的行李都會被抬下來並整齊地堆放給乘客。穿制服的工作人員也能夠協助解答行李查詢以外的問題。

Location, signage & branding of baggage counter
行李櫃檯的位置、標誌和品牌

There are five Baggage Enquiries counters in the reclaim hall and four of these were staffed during observations. There are three standard counters and one Premium counter with a separate queue and carpeted area. Signage in the reclaim area is strong for this counter and it is easy to find.
在行李提取大廳有五個行李查詢櫃檯，觀察期間其中四個有工作人員。這裡有三個標準櫃檯和一個高級櫃檯，後者有單獨的排隊區和地毯區。行李提取區的標示非常清晰，很容易找到這個櫃檯。

Lost baggage self-serve reporting systems
遺失行李自助報告系統

There are no self-serve lost baggage machines located in the reclaim hall.
在行李提取大廳內沒有自助失物招領機。

Section Rating 區段評分

BOARDING 登機

Boarding Gate PA Announcements TPE
登機門廣播公告 TPE

Pre-boarding PA content & timing 5
預登機廣播內容及時間 5

Approximately 5-10 minutes before boarding commences there are live PA stating the boarding group process. These are in English and Mandarin.
登機開始前大約 5-10 分鐘會有現場廣播說明登機組別流程。這些廣播是用英語和普通話進行的。

Pre-boarding is reserved for PRM and expectant mothers or others with disabilities. This generally commences 5-10 minutes before main boarding.
優先登機保留給行動不便人士和孕婦或其他有殘疾的人士。這通常在主要登機前的 5-10 分鐘開始。

Boarding PA content & timing
登機廣播內容及時間

The passenger boarding announcements were very consistent in content on all sectors departing from Taipei.
從台北出發的所有航段，乘客登機廣播的內容都非常一致。

Once pre boarding is complete, PA will announce passengers by boarding Zones 1-5. The first few zones are generally spaced 3-4 minutes apart depending on passenger volume.
一旦預登機完成，廣播系統將按登機區域 1-5 號呼叫乘客。前幾個區域通常間隔 3-4 分鐘，具體取決於乘客量。

PA clarity, duration & frequency
公共廣播的清晰度、持續時間和頻率

4.5

The volume of PA announcements is felt to be fine during the audit, and these tend to have good audio standards when checked.
在審核期間，公共廣播的音量被認為是合適的，並且在檢查時通常具有良好的音頻標準。

PA language choices 4
廣播語言選擇 4

English and Mandarin announcements are offered for all flights - no other choices are heard during the audit. For high local passenger destinations such as Thailand, it may be useful to provide additional language provision.
所有航班均提供英語和普通話廣播——在審核期間未聽到其他選擇。對於泰國等當地乘客較多的目的地，提供額外的語言服務可能會有幫助。

PA consistency PA 一致性

The PA content and timing is consistent when checked during the audit, and no change is required here,
在審核期間檢查時，PA 的內容和時間是一致的，這裡不需要更改

Use of live PA.v. pre-recorded PA
使用現場廣播與預錄廣播

Most announcements are performed live during the audit, and standards here are acceptable.
大多數公告在審核期間是現場進行的，並且這裡的標準是可以接受的。

Section Rating 區段評分

4.75

BOARDING 登機

Boarding Gate Organisation
登機門組織

Signage & branding 標誌和品牌

Signage and branding are largely consistent at the gates with them always set up well in advance of the flight time.
標誌和品牌在登機口大致一致，並且總是在航班時間之前很早就設置好。

There is strong use of branded pillars and there are only two lines for staff to manage. There are generally two separate backlit fixed signs indicating Business (front of the aircraft) and Economy (middle/rear of the aircraft) located behind the counters. These are prominent, bright, and can be seen from far away
有大量使用品牌柱子，並且只有兩條線供工作人員管理。通常在櫃檯後面有兩個分別指示商務艙（飛機前部）和經濟艙（飛機中部/後部）的獨立背光固定標誌。這些標誌顯眼、明亮，從遠處就能看到。

Queue systems & management

4.5

Overall, the queue system and management of boarding passengers is organised to a very high standard. Tensa barriers are used to moderate flow but generally passengers are compliant and wait until their group is called forward.
總體而言，排隊系統和登機乘客的管理組織得非常高標準。使用伸縮圍欄來調節人流，但通常乘客都會遵守規定，等待他們的組別被叫到。

Queues are further managed by roaming staff throughout the gate area, who also carry out boarding card checks.
候機區的流動工作人員進一步管理隊伍，並進行登機牌檢查。

Queue times 排隊時間

EVA staff are very good about not getting passengers to prematurely queue up, so limited wait times are experienced, and boarding is usually completed within 20 -minutes.
長榮航空的工作人員非常善於避免乘客過早排隊，因此等待時間有限，登機通常在 20 分鐘內完成。

PRM accessibility

Dedicated channels are clearly provided for PRM only, and pre-boarding is completed consistently.
專門為行動不便人士提供的專用通道，並且始終如一地完成優先登機。

Standard & number of cabin baggage guides
標準和手提行李指南的數量

Limited guidance and information at the gate area, but this is generally managed in the check-in area before departure.
在登機口區域的指導和信息有限，但這通常在出發前的辦理登機手續區域進行管理。

Section Rating 區段評分

BOARDING 登機

Boarding Systems 登機系統

TPE

RATING 評分

PRM & family pre-boarding system
PRM 及家庭優先登機系統

PRM and family pre-board and are announced to board before any other category of passenger.
行動不便旅客及其家人優先登機，並在其他類別乘客之前被通知登機。

Business, FFM boarding system
商務艙，常旅客登機系統

Passengers travelling Business Class with frequent flyer status can board with priority at Zone 1/A.
搭乘商務艙並擁有常客身份的乘客可以在 1/A 區優先登機。

Zone 1/A - Business Class, Diamond/FFP.
1/A 區 - 商務艙，鑽石/常客計劃。

Economy Class boarding system
經濟艙登機系統

The zonal system is well presented, spaciously laid out, and passengers appear capable of self-organising here, with good staff overview. Whilst the system may appear complicated on paper, it is easy to implement. Premium Economy travellers with no status no not board with any priority.
分區系統展示良好，佈局寬敞，乘客似乎能夠在此自我組織，並且有良好的工作人員監督。雖然該系統在紙面上看起來可能很複雜，但實施起來很容易。沒有身份的高級經濟艙旅客不享有任何優先登機權。

Section Rating 區段評分

BOARDING 登機

Boarding Staff Service TPE

RATING
登機人員服務 TPE

評分

Service efficiency 服務效率

EVA continued to offer an excellent efficiency of procedure and we highlight the proactive stance, use of laminated placards to indicate boarding zones and a good level of interaction with passengers.
EVA 繼續提供卓越的程序效率，我們強調其積極的態度、使用層壓標牌指示登機區域以及與乘客的良好互動。

Enthusiasm & friendliness
熱情與友善

Very good and professionalism is excellent here.
非常好，這裡的專業精神也很出色。

Language abilities 4.5 語言能力 4.5

Staff are capable in a bilingual capacity, and again, these interactions are not too onerous.
員工能夠以雙語能力工作，而且這些互動並不太繁重。

Customer name usage
4
客戶名稱使用 4

Name usage is not consistently applied during the boarding procedure.
在登機過程中，姓名使用不一致。

Handling departure delays
處理出發延誤

Where small delays occur, the quick communication of this is excellent.
當發生小延誤時，快速溝通這一點非常出色。

As we have previously noted this is well communicated in the lounges which does ensure that passengers can wait in comfort here.
如我們之前所述，這在休息室中得到了很好的傳達，確保乘客可以在這裡舒適地等待。

Section Rating 區段評分

Network Airports 網絡機場

Summary Reports 摘要報告

BANGKOK

Check-in 登記

The counters are located in Zone

and

at BKK. Zone

is now largely used for self-service CUSS concepts and self-bag drop-off, and there is a strong push to automate this procedure for passengers. EVA has put a number of banners up explaining this option. The main advantage for passengers here is that they may check-in up to six hours prior to departure, and this is not detailed.
櫃檯位於 BKK 的

和

區。

區現在主要用於自助服務 CUSS 概念和自助行李托運，並且有強烈的推動以自動化這個程序給乘客。EVA 已經放置了許多橫幅來解釋這個選項。這裡對乘客的主要優勢是他們可以在起飛前最多六個小時辦理登機手續，這一點沒有詳細說明。

The branding for the airline remains strong at BKK, with the main critique applied being to ensure that podiums and other check-in furniture are appropriately cleared away during non-operational periods for the airline. It is noted that some abandoned signage is dumped nearby check-in area queue, and this can have a weak visual connotation.
航空公司的品牌在 BKK 仍然很強，主要的批評是確保在航空公司非運營期間適當清理講台和其他登機家具。注意到一些廢棄的標誌被丟棄在登機區域的排隊區附近，這可能會有不好的視覺影響。

Zone

follows the more conventional check-in area set-up, and this is reserved for Diamond, FFM and Priority (Business Class). The exclusivity of this area is satisfactory, and the set-up neatly applied.
區域

遵循更傳統的登機區域設置，這是為鑽石會員、FFM 和優先（商務艙）保留的。這個區域的專屬性令人滿意，設置也很整潔。

There is a good amount of EVA signage and branding at the check in area. There are monitors above the check in counters displaying the EVA logo for each class. There are also separate pillars at the beginning of each queue for the. These are the temporary pop-up style ones and lack the same visual appeal and there could be a slight overabundance of signage in the immediate space.
在辦理登機手續區域有大量的長榮航空標誌和品牌標識。辦理登機手續櫃檯上方有顯示每個艙等長榮航空標誌的顯示器。在每個隊列的起點還有單獨的柱子。這些是臨時的彈出式標誌，缺乏相同的視覺吸引力，並且在這個區域可能有些過多的標誌。

The allocation of counters is very good here and organised and waiting times are less than 3-minutes. EVA staff are all fully uniformed at the BKK outstation. The flowers on the countertop could be a slightly higher quality/less chintzy to cultivate a classier standard here.
這裡的櫃檯分配非常好且有組織，等待時間少於 3 分鐘。EVA 的員工在 BKK 外站都穿著全套制服。櫃檯上的花可以稍微提高品質/減少俗氣，以培養更高雅的標準。

The overall service at the check in counters met expectations and staff have been trained to a high degree. The closing service was good and most of the relevant information was provided, but staff fail to mention a lack of priority lane for security. Checked luggage tags and confirmation are fully explained.
登機櫃檯的整體服務符合預期，員工受過高程度的訓練。結束服務很好，大部分相關信息都提供了，但員工未提及安檢沒有優先通道。托運行李標籤和確認都解釋得很清楚。

Arrival 抵達

Baggage services are well managed here in terms of delivery times and priority systems, and this is around 15 -minutes after arrival. There were two members if staff in the immediate vicinity, and BKK benefits from good Fast Track systems.
行李服務在交付時間和優先系統方面管理良好，大約在到達後 15 分鐘內完成。在附近有兩名工作人員，BKK 受益於良好的快速通道系統。

Transfer 轉移

The Bangkok outstation is well set-up for the high volumes of transfer traffic that EVA presides over due to their continuing services. The gate information at is consistently provided onboard for arrival, although lounge assignment for business class passengers is now always established.
曼谷外站為 EVA 持續服務所帶來的大量轉機交通設置良好。登機門信息在到達時始終在機上提供，儘管商務艙乘客的休息室分配現在總是確定的。

There is an excellent volume of staff through the arrivals procedures, and notices clearly indicate the departure gate of each flight.
通過入境程序有大量優秀的員工，並且告示清楚地指示每個航班的登機門。

BANGKOK

Lounge (EVA Lounge) 貴賓室（長榮貴賓室）

The lounge is located in a convenient location for the operation of all EVA flights, and this is typically within 5-10 minutes of the assigned gates. EVA has provided an appealing map schematic as passengers leave the lounge to indicate appropriate, spatial orientation of the gates to the lounge.
貴賓室位於所有長榮航空航班運營的便利位置，通常距離指定登機口僅需 5-10 分鐘。長榮航空提供了一張吸引人的地圖示意圖，當乘客離開貴賓室時，指示登機口與貴賓室的適當空間定位。

Excellent staff service standards are experienced at the reception desk, and this carries on through the full lounge experience to provide an engaged passenger experience.
接待處的員工服務標準非常優秀，這種優秀的服務貫穿整個貴賓室體驗，為乘客提供了全程參與的體驗。

The design of the lounge is unique and vibrant. It is in keeping with the EVA brand with various styles of seating areas, all oriented towards the terminal exterior with views of the apron. It is well designed and would comfortably handle the number of passengers that pass through it. The space is relatively subdued and club-like, with polished black surfaces and light features.
休息室的設計獨特且充滿活力。它與 EVA 品牌保持一致，擁有各種風格的座位區域，所有座位都面向航站樓外部，可以看到停機坪的景色。設計良好，可以舒適地容納通過的乘客數量。空間相對低調且俱樂部風格，具有拋光的黑色表面和燈光設計。

Showers are available in the lounge, with the main observation here being that there remain issues relating to the smell from the plumbing in these showers. In addition, it would be positive to develop some sustainability initiatives with the amenities and packaging of these being provided.
休息室內有淋浴設施，主要觀察到的問題是這些淋浴的管道氣味仍然存在問題。此外，開發一些與這些設施和包裝相關的可持續性計劃將是積極的。

There is an excellent self-service bar area in the lounge, and this is well sized, very well stocked, and was extremely tidy and well organised by staff. There are ample soft drinks on offer, and the range remains broad here, and included regional specialities.
休息室內有一個優秀的自助酒吧區域，這裡的空間很大，儲備豐富，並且由員工保持得非常整潔和有序。這裡提供充足的軟飲料，種類繁多，還包括地區特色飲品。

Coffee remains at a basic level, and we highlight the barista service being provided now in an increasing number of lounges. The coffee machine here remains of a basic, weaker standard.
咖啡仍然處於基本水平，我們強調現在越來越多的休息室提供的咖啡師服務。這裡的咖啡機仍然是基本的，標準較弱。

The standard of the buffet is good although the fixtures and fittings/utensils are now beginning to have a dated visual appearance. Not all dishes in the buffet are particularly practical for passengers.
自助餐的標準很好，儘管裝置和配件/餐具現在開始顯得有些過時。自助餐中的所有菜餚並不都特別適合乘客。

The layout is simple and makes an effective use of space with the food options logically laid out. There is an excellent range available for passengers, and again this nicely showcases Thai cuisines through the lounge.
佈局簡單且有效利用空間，食物選項排列合理。為乘客提供了豐富的選擇，這再次很好地展示了休息室中的泰國美食。

Some deep cleaning elements in the lounge are causing increasing concerns, particularly with low-floor level spillage and dirt build-up around the base of some of the seating. Trap points such as electric sockets are also visibly dirty.
休息室中的一些深層清潔元素引起了越來越多的擔憂，特別是低地板水平的溢出和一些座椅底部的污垢堆積。電插座等陷阱點也明顯很髒。

The e-reader concepts in the lounge are very poor, and these simply link to generic websites as opposed to providing access past any type of paywall for content. The choices fail to offer European (destination) titles and e-reading concepts, and the general EVA e-reader system and instructions could be more clearly indicated here.
休息室中的電子閱讀器概念非常差，這些僅僅鏈接到通用網站，而不是提供任何類型的付費內容。選擇未能提供歐洲（目的地）標題和電子閱讀概念，並且一般的 EVA 電子閱讀器系統和說明在這裡可以更清楚地指示。

Boarding 登機

The system for zonal boarding is excellent here, and technically passengers may join their respective rows at their leisure. There is now a priority lane at the initial screening point into the gate lounge area.
這裡的分區登機系統非常出色，技術上乘客可以隨意加入他們各自的行列。現在在進入登機口休息區的初始檢查點有一條優先通道。

PA announcements are given to announce the start of boarding, and the zonal format is well applied.
廣播通知用於宣布登機開始，並且分區格式應用得很好。

The service, eye contact and general approach of staff at this outstation is very good, with a more natural approach to customer service. There is an excellent staff presence and visibility to aid the procedure.
這個外站的服務、眼神接觸和員工的整體態度都非常好，對顧客服務有更自然的方式。員工的存在感和可見性非常出色，有助於程序的進行。

CHICAGO O'HARE 芝加哥奧黑爾

Check-in 登記

The check-in counters are at a centralised location for drop-off the main international Terminal 4 of ORD. It is somewhat unusual that EVA are not in a combined operational position with United given the code sharing here, and superior Polaris Lounge product offered by this partner.
登機櫃檯位於 ORD 主要國際航站樓 4 的集中位置。EVA 沒有與聯合航空公司在這裡進行聯合運營的位置有些不尋常，考慮到這裡的代碼共享，以及這個合作夥伴提供的優越 Polaris Lounge 產品。

The structure of the queue layout is very good here, and well-marked entrances are provided for Priority, Bag Drop and Economy. A separate FFM counter is also available.
這裡的隊列佈局結構非常好，並且為優先、行李托運和經濟艙提供了明確標示的入口。還有一個單獨的 FFM 櫃檯。

There are clear backwall digital branding concepts available, although some of this is being used for EVA advertisements which does reduce some of the visual clarity of the zone behind.
有明確的後牆數位品牌概念，儘管其中一些被用於 EVA 廣告，這確實減少了後方區域的一些視覺清晰度。

There is a good volume of handling agent staff and an appropriate level of premium enhancements for business class (carpet concept, flowers, and some desk-top sweets all improve prestige here). The service at the counter was suitably efficient with a very good degree of information provided relating to baggage receipts, seating preference and lounge location. TSA Pre status is confirmed here, and the staff are most useful in highlighting the specific security point for this.
有大量的處理代理人員和適當的商務艙高級增強設施（地毯概念、花卉和一些桌面糖果都提高了這裡的聲望）。櫃檯服務非常高效，提供了有關行李收據、座位偏好和休息室位置的非常好的信息。這裡確認了 TSA Pre 狀態，工作人員非常有用，強調了具體的安全點。

Lounge (Swissport Lounge)
休息室（瑞士港休息室）

There is good overhead wayfinding to the lounge via the airport mapping concepts/overhead signage. EVA have a limited choice of lounges given the late departure time, and accordingly the Swissport Lounge is something of a last resort.
通過機場地圖概念/頭頂標誌，有良好的頭頂指引到休息室。由於出發時間較晚，長榮航空的休息室選擇有限，因此瑞士港休息室有點像是最後的選擇。

Technically it does not achieve an appropriate standard or design for a lounge representing a 5 -star airline, however we acknowledge the limitations here given that EVA passengers may not use the Polaris Lounge due to the separated terminal buildings.
從技術上講，它並未達到代表五星級航空公司的休息室的適當標準或設計，然而我們承認這裡的限制，因為 EVA 乘客可能無法使用 Polaris 休息室，因為航站樓是分開的。

The décor standards remain basic for the market, and this consists of two relatively plain rooms with duplicated catering points in both spaces. Whilst basic, the lounge is serviceable and clean, and there is a good degree of staff presence.
裝飾標準對於市場來說仍然很基本，這包括兩個相對簡單的房間，兩個空間都有重複的餐飲點。雖然基本，但休息室是可用的且乾淨，並且有相當多的工作人員在場。

EVA representatives are at the desk, alongside some additional podium signage. There is a QR code with a link to the EVA e-library. The staff through the facility are consistently polite and helpful.
EVA 代表在櫃檯旁邊，還有一些額外的講台標誌。有一個帶有 EVA 電子圖書館鏈接的 QR 碼。設施內的工作人員始終禮貌且樂於助人。

The general ambience of the lounge is functional but uninspiring due to a lack of views. The lighting levels are appropriate, and the space does not feel too dingy.
休息室的整體氛圍功能性強但缺乏靈感，因為缺乏視野。照明水平適中，空間不會感覺太昏暗。

Washrooms are available internally, although no shower facilities are offered here.
洗手間在內部可用，但這裡不提供淋浴設施。

The dining concept is quite basic, and not particularly gratifying from a customer perspective. There are a range of cold food choices (sandwiches, salads, crudites) in the fridges, whilst the hot option consists of a soup from heating vats. Beyond this there are a good range of snacks.
餐飲概念相當基本，從顧客的角度來看並不特別令人滿意。冰箱裡有各種冷食選擇（三明治、沙拉、生菜），而熱食選擇則是從加熱缸中取出的湯。除此之外，還有各種小吃。

The bar options are self-service. General presentation and range of drink choices is good, and the main feedback here is that some additional local beer choices and extended wine offering could be offered to reflect the local ingredients.
酒吧選項是自助服務。總體展示和飲品選擇範圍不錯，主要的反饋是可以提供一些額外的當地啤酒選擇和擴展的葡萄酒供應，以反映當地食材。

Boarding is called by staff through the facility, although they fail to engage with all customers whilst completing this step. Passengers do not feel rushed to leave the facility (despite the late hour) and there are no instances of cleaning/packing away happening.
工作人員通過設施呼叫登機，但在完成此步驟時未能與所有顧客互動。乘客不會感到匆忙離開設施（儘管已是深夜），也沒有發生清潔/收拾的情況。

CHICAGO O'HARE 芝加哥奧黑爾

Arrival 抵達

Good visibility of staff on airbridge and this achieves a good standard. Staff are positioned at points along the arrivals concourses. As is standard for EVA, there is a clear visibility of 'green jacket' staff to assist passengers and offer further details on transfer flights.
在登機橋上有良好的員工可見度，這達到了良好的標準。員工被安排在到達大廳的各個點。作為 EVA 的標準，有明顯的“綠夾克”員工可協助乘客並提供轉機航班的更多信息。

EVA banners are applied at the baggage reclaim point, and staff are available to assist here is required. Baggage return speeds are not assessed.
EVA 橫幅應用於行李提取點，並且有工作人員在此提供協助。行李返回速度不作評估。

Boarding 登機

An open gate lounge concept is available, and this is in a new and extended area of the terminal which facilitates additional space for queues.
提供開放式登機口休息室概念，這是在航站樓的新擴展區域，為排隊提供了更多空間。

The actual availability of signage, boarding flow information and designated zones to queue up within could be expanded, given the volume of space here.
鑑於這裡的空間量，實際的標誌可用性、登機流程信息和排隊的指定區域可以擴展。

The boarding group being handled is given on head-height poles which have weak visibility and are not always easy to interpret. Roaming staff further display laminate indications of the boarding group.
登機組別的資訊顯示在頭高的柱子上，這些柱子可見度較低且不易解讀。流動的工作人員進一步展示了登機組別的標示。

PA clarity is very good in the gate lounge itself, with clear information being offered in a timely manner.
在登機口休息室內，廣播的清晰度非常好，能夠及時提供清晰的信息。

There is a continuous priority boarding concept here, and premium passengers may board at their leisure with associated banner signage marking the entrance here.
這裡有一個持續的優先登機概念，尊貴乘客可以隨意登機，並有相關的橫幅標誌標示入口。

Handling agent staff utilise name and are professional and polite in their service delivery here, with a good level of flow onto the aircraft and no backlog issues experienced.
處理代理人員使用姓名，並且在這裡提供專業和禮貌的服務，登機流程順暢，沒有遇到積壓問題。

LONDON HEATHROW 倫敦希思羅

Check-in 登記

The counters are located in Zone A at LHR Terminal 2 near the far end of the check-in hall. Terminal wayfinding is good at T2, there are numerous FIDS and overhead signs indicating the various check-in areas. Business Class counters are separated from Economy Class and their counter designation is displayed on FIDS. Staff are proactive here and on hand in the area to direct passengers to the appropriate area.
櫃檯位於倫敦希思羅機場 2 號航站樓 A 區，靠近辦理登機手續大廳的盡頭。T2 航站樓的指引非常好，有許多航班資訊顯示屏和指示各個辦理登機手續區域的高架標誌。商務艙櫃檯與經濟艙分開，其櫃檯編號顯示在航班資訊顯示屏上。這裡的工作人員非常積極，並在該區域隨時準備引導乘客到適當的區域。

There is not a significant amount of EVA Air signage and branding at the check-in area however this is very similar when we compare to neighbouring airline counters. Nevertheless, large pillar signage and branding would be very helpful to indicate to passengers from a distance where the queue to the counters begins. Currently there is a small A4/U.S Letter sized sign on top of a Tensa barrier indicating "Check-in" that could be larger and more prominent.
在辦理登機手續的區域，長榮航空的標誌和品牌標識並不顯著，但這與鄰近的航空公司櫃檯相似。然而，大型柱子標誌和品牌標識將非常有助於從遠處指示乘客排隊到櫃檯的起點。目前，只有一個小的 A4/美國信紙大小的標誌放在 Tensa 欄杆上，標示“辦理登機手續”，這個標誌可以更大更顯眼。

Signage and branding at the Business Class counters is strong, with a large pillar here indicating who is eligible. Star Alliance Gold members are permitted to use the Business Class check-in counters here as well as upper level EVA Air FFMs.
商務艙櫃檯的標誌和品牌非常明顯，這裡有一個大柱子指示誰有資格。星空聯盟金卡會員可以使用這裡的商務艙辦理登機手續櫃檯以及高級長榮航空常客。

There are

Business Class/FFM counters (Diamond, Priority),

PRM counter

Economy Check in counters, and

Bag Drop counters.
這裡有

個商務艙/常客櫃檯（鑽石，優先），

個 PRM 櫃檯，

個經濟艙辦理登機手續櫃檯，和

個行李托運櫃檯。

The premium (Business and Priority) counters are located behind the bank of the Economy Class counters. These counters are of the standard type and fully staffed. There is little in the way of privacy, and this is due to the infrastructure of the T2 check-in hall. There is a large, prominent branded sign at the beginning of the Business Class queue and an overhead monitor indicating the desk is Business. There are no premium concepts such as carpeting, roped barriers, or other cosmetic enhancements to the counters. The counters meet the standard of the other carriers nearby, namely Asiana, and SQ.
商務和優先櫃檯位於經濟艙櫃檯後方。這些櫃檯是標準類型，並且完全配備了工作人員。由於 T2 值機大廳的基礎設施，隱私性較少。商務艙隊列的起點有一個大型顯眼的品牌標誌，並且有一個頭頂顯示器指示該櫃檯是商務艙櫃檯。沒有如地毯、繩索隔離或其他化妝品增強等高級概念。這些櫃檯達到了附近其他航空公司（如韓亞航空和新加坡航空）的標準。

Check-in and bag drop can sometimes result in long queues, but this seems to be quite well managed.
辦理登機和行李托運有時會導致排長隊，但這似乎管理得相當好。

There is a standard Tensa barrier maze set up for Economy Class passengers and this is organised in a clear and logica manner. Queue times are short at this location, desks are fully staffed, and CUSS were all fully operating. There are numerous staff members in the area to ensure efficiency. However, it is unclear if there is a Mandarin or Thai speaker regularly positioned there to field questions from Chinese or Thai speakers who may not speak English to an accomplished level
為經濟艙乘客設置了標準的 Tensa 障礙迷宮，這是以清晰和合乎邏輯的方式組織的。此地點的排隊時間很短，櫃檯人員配備齊全，CUSS 全都在運行。該區域有許多工作人員以確保效率。然而，目前尚不清楚是否有普通話或泰語的工作人員定期在那裡，以解答可能不熟練英語的中國或泰國乘客的問題。

Staff are efficient at these service counters and passenger processing time is quick. No prolonged discussions happening between passengers and staff were observed. As a result, passengers were being processed relatively quickly.
工作人員在這些服務櫃檯效率很高，乘客處理時間很快。沒有觀察到乘客和工作人員之間有長時間的討論。因此，乘客被相對快速地處理。

Following the initial check-in procedure, passengers are advised of the location for security screening and boarding time. The flight was delayed by approximately 45 minutes and passengers were advised of this.
在完成初步登機手續後，乘客會被告知安檢地點和登機時間。航班延誤了大約 45 分鐘，乘客被告知了這一情況。

The overall service at the check-in counters met expectations and staff have been trained to a good degree. The closing service was excellent for Economy Class at this outstation and almost all the relevant information was provided. We may suggest that passengers are advised of the long walk time to

gates at this point, so they do not get caught off guard.
值機櫃檯的整體服務達到了預期，工作人員受到了良好的培訓。對於這個外站的經濟艙，結束服務非常出色，幾乎提供了所有相關信息。我們建議在此時告知乘客到

登機口的長時間步行，以免措手不及。

LONDON HEATHROW 倫敦希思羅

Arrival 抵達

Baggage delivery times are respectable at LHR, with baggage delivery times recorded at approximately 20 minutes. Priority bags are delivered first, and this is consistent with TPE.
行李交付時間在 LHR 是相當合理的，行李交付時間大約為 20 分鐘。優先行李會先交付，這與 TPE 一致。

Staffing levels are appropriate since one member will be positioned in immediate vicinity of the belt and this personnel is on hand to help with any enquiries.
人員配置是適當的，因為有一名成員將被安排在傳送帶的附近，並且這名人員隨時可以幫助解答任何詢問。

There is a shared counter between multiple airlines, and this is located at the far end of the reclaim hall at T2. This was staffed appropriately with monitors above featuring the EVA Air logo. There are no self-reporting kiosks at LHR.
有一個多家航空公司共用的櫃檯，位於 T2 行李提取大廳的最遠端。這裡有適當的人員配置，並且上方有顯示長榮航空標誌的顯示器。LHR 沒有自助報到機。

Boarding 登機

Gate set up well in advance of the scheduled departure time with a high number of ground staff to facilitate the process.
登機口在預定起飛時間前很早就設置好了，有大量地勤人員協助這一過程。

Boarding occurred at Gate B46 on time with Zone 1 and PRM announced together. PRM were already being held in an area. The signage here is notable smaller than TPE and we would recommend larger signs/pillars at the beginning of each queue.
登機在 B46 登機口按時進行，並同時宣布了第 1 區和 PRM。PRM 已經在一個區域內等待。這裡的標誌明顯比 TPE 小，我們建議在每個隊列的起點設置更大的標誌/柱子。

The following zones are announced, and we see staff holding up signs to ensure maximum visibility. Overall, the boarding is very efficient from here with boarding completed in approximately 20 minutes.
以下區域已宣布，我們看到工作人員舉著標誌以確保最大可見度。總體而言，登機非常高效，約 20 分鐘內完成登機。

LOS ANGELES 洛杉磯

Check-in 登記

Standard LAX international terminal check-in area with good use of upright signs and plenty of staff.
標準的 LAX 國際航站樓值機區，使用直立標誌和充足的工作人員。

EVA have created a distinct defined area with Diamond desks carpet and orchid enhancements.

diamond,

priority,

bag drop,

Economy Class, but currently limited numbers of self-check-in machines are not set up.
EVA 已經創建了一個獨特的區域，配有鑽石桌、地毯和蘭花裝飾。

鑽石，

優先，

行李托運，

經濟艙，但目前有限數量的自助登機機尚未設置。

Staff ask questions about check-in bag content, showed seat plan, and checked the selection was acceptable.
工作人員詢問了托運行李的內容，展示了座位圖，並檢查了選擇是否可接受。

Confirmed gate and boarding time and final destination. Efficient and polite and very satisfactory.
確認了登機口和登機時間以及最終目的地。高效且禮貌，非常滿意。

Lounge (Star Alliance Lounge)
貴賓室（星空聯盟貴賓室）

The airline has branding applied at the entrance of the lounge, as part of the SA cumulative branding.
航空公司在貴賓室入口處應用了品牌標識，作為 SA 累積品牌的一部分。

The lounge is a large facility with a good range of seating choices and utility. Staff are relatively polite throughout, and the

range here is well rated and includes a wide range of western and light dishes available from self-service points.
貴賓室是一個大型設施，提供多種座位選擇和實用性。工作人員整體上相對禮貌，這裡的

範圍評價良好，並包括自助服務點提供的各種西式和輕食。

There are showers in the lounge, but the service and response was very slow during this inspection.
休息室裡有淋浴間，但在這次檢查期間，服務和回應非常緩慢。

The business facilities are to a very good standard, and the outdoor terrace area provides additional WOW factor to the space.
商務設施達到非常好的標準，戶外露台區域為空間增添了額外的驚艷效果。

Self-serve wine and soft drinks staffed bar for larger selection of spirits and more quality ones. Self-serve for 6 with draught soft drink mixer dispenser adjacent. This is a bit downmarket as diluted syrup is not as good as factory bottled. Further to this there is a contemporary range of self-serve food options provided.
自助葡萄酒和軟飲料酒吧提供更多種類和更高品質的烈酒。自助服務提供 6 種，旁邊有軟飲料混合分配器。這有點低檔，因為稀釋的糖漿不如工廠瓶裝的好。此外，還提供一系列現代化的自助食品選項。

Arrival 抵達

LAX staff at end of airbridge. As customers arrive at the baggage hall staff with EVA signs directing to correct bag belt.
LAX 工作人員在登機橋末端。當顧客到達行李大廳時，工作人員拿著 EVA 標誌指引到正確的行李帶。

On arrival LAX staff made PA announcement on aircraft with the number of the bag belt. Premium bags arrived in 10 minutes, and main bags about 5 -minutess later.
抵達後，LAX 工作人員在飛機上通過廣播宣布行李帶號碼。優先行李在 10 分鐘內到達，主要行李大約在 5 分鐘後到達。

Staff remove bags from belt due to congestion and place beside sign.
由於擁擠，工作人員將袋子從傳送帶上移除並放置在標誌旁邊。

Confirmed that staff at bag belt deal with and luggage irregularities - the airport counter not used.
已確認行李傳送帶的工作人員處理行李異常情況 - 未使用機場櫃檯。

SAN FRANCISCO 舊金山

Check-in 登記

The counters are located in the main check-in hall at San Francisco Terminal A. These are located on the left hand side in a standard row. The layout of the various counters is linear through the various classes. There are numerous FIDS in the check-in area to assist with wayfinding.
櫃檯位於舊金山 A 航站樓的主要辦理登機手續大廳。這些櫃檯位於左側的標準排。各種櫃檯的佈局是通過各種等級線性排列的。辦理登機手續區域有許多 FIDS 以幫助尋路。

There is a very good amount of EVA Air signage and branding at the check-in area and in the lead up to it. There are monitors above the check-in counters displaying the EVA Air logo for each class. There are also separate pillars at the beginning of each queue for the Priority, Bag Drop, and Standard Economy Check-in counters.
在辦理登機手續區域及其前方有大量的長榮航空標誌和品牌展示。辦理登機手續櫃檯上方有顯示各艙等長榮航空標誌的顯示器。在每個隊列的起點還有分別標示優先、行李托運和標準經濟艙辦理登機手續櫃檯的柱子。

The counters in the whole area were observed to be in a clean and well maintained state. The counters are uncluttered and free of large debris. Laminated notices, some of which (such as visual seating plans) used during the check-in process are helpful.
整個區域的櫃檯被觀察到處於乾淨和良好維護的狀態。櫃檯整潔，沒有大塊的碎片。辦理登機手續過程中使用的一些塑封通知（如座位安排圖）是有幫助的。

There are two Economy Class full service counters, two bag drop counters, two priority/Business Class counters, one Diamond member counter, and one service counter. Overall, there is an excellent number of counters here. All counters were fully staffed.
這裡有兩個經濟艙全服務櫃檯、兩個行李托運櫃檯、兩個優先/商務艙櫃檯、一個鑽石會員櫃檯和一個服務櫃檯。總的來說，這裡的櫃檯數量非常充足。所有櫃檯都配備了全體工作人員。

The Business Class counters are located next to each other in the same area as the Economy ones. As is often the case at network airports, there is very little in the way of exclusivity as they are all grouped together with Economy passengers. This seems to be the standard setup at San Francisco due to the infrastructure provided. There is little to no privacy afforded to passengers at the premium desks. There are branded signs indicating the desks are Business although no carpeting is provided. Live orchids were observed on the counters however, which does add a premium touch.
商務艙櫃檯位於經濟艙櫃檯旁邊，與經濟艙乘客在同一區域。正如在網絡機場經常發生的情況一樣，這裡幾乎沒有任何排他性，因為它們都與經濟艙乘客分組在一起。由於基礎設施的提供，這似乎是舊金山的標準設置。在高級櫃檯幾乎沒有提供隱私保護。雖然沒有提供地毯，但有品牌標誌指示這些櫃檯是商務艙櫃檯。然而，在櫃檯上觀察到了活蘭花，這確實增加了一些高級感。

There are no CUSS machines available for EVA Air passengers to use in the check-in area and the process is full service.
長榮航空的乘客在辦理登機手續區域內沒有可用的 CUSS 機器，整個過程是全服務的。

The queue and check-in system is relatively simple and clear. Since there are no CUSS or bag tag printing machines, all customers proceed to the correct queue. There is one staff member at the beginning and end of the queue directing passengers to the correct counter. The queue system is very well organised in terms of signage clarity and wayfinding. The signage combined with the staffing levels are delivering a high degree of efficiency. Overall queue times are very low here.
排隊和登機系統相對簡單明瞭。由於沒有 CUSS 或行李標籤打印機，所有顧客都會進入正確的隊列。在隊列的起點和終點各有一名工作人員引導乘客到正確的櫃檯。排隊系統在標誌清晰度和路徑指引方面組織得非常好。標誌與工作人員的配合提供了高度的效率。這裡的總體排隊時間非常短。

The standard of welcome at the Business counter was and was very high indeed. Staff will immediately stand up to address passengers if they are seated.
商務櫃檯的迎接標準確實非常高。如果工作人員坐著，他們會立即站起來接待乘客。

All the ground staff came across as positive in demeanour. They demonstrated a good level of enthusiasm, the right level of small talk, and were friendly to passengers in the area.
所有地勤人員的舉止都顯得積極。他們表現出良好的熱情，適當的閒聊，並且對區域內的乘客友善。

Arrival 抵達

EVA Air does provide staff members in baggage reclaim to assist with passenger enquiries. These personnel are visible in uniform and appear to be proactive in the area.
長榮航空確實在行李提取處提供工作人員協助乘客查詢。這些人員穿著制服，並且在該區域內顯得積極主動。

Baggage delivery times are average at SFO at approximately 30 minutes with priority bags delivered first.
行李運送時間在 SFO 大約是 30 分鐘，優先行李會先送達。

Two members of EVA Air staff positioned in the vicinity of the belt. There is also another staff member strategically positioned to direct passengers to the correct belt. This is an excellent idea and makes up for the poor provision of information displays at SFO in the baggage area.
兩名長榮航空的工作人員在行李帶附近。還有另一名工作人員戰略性地引導乘客到正確的行李帶。這是一個很好的主意，彌補了 SFO 行李區信息顯示不足的問題。

In terms of baggage enquiries, there is a shared counter between multiple airlines, and this is located in the far corner of baggage reclaim. Signage and branding here is adequate. No self-reporting kiosks are available.
就行李查詢而言，有一個多家航空公司共用的櫃檯，位於行李提取區的角落。這裡的標誌和品牌標識足夠清晰。沒有自助報告亭。

SAN FRANCISCO 舊金山

Lounge (Air France) 貴賓室（法國航空）

EVA Air shares the lounge at SFO with Air France for evening departing flights. Passengers will also have access to the BA lounge for daytime flights. Since most passengers depart on the evening flights, the Air France facility was accessed during the audit. The lounge is located on level three beyond the security checkpoint near A gates.
長榮航空在 SFO 與法國航空共用貴賓室，供晚間出發的航班使用。乘客在白天航班時也可以使用英國航空的貴賓室。由於大多數乘客在晚間航班出發，因此在審核期間使用了法國航空的設施。貴賓室位於安檢後的三樓靠近 A 門。

There is no issue with terminal signage at SFO in relation the Air France lounge. Passengers will not have any difficulty locating it as there is a large bank of six screens clearly indicating the lounges available for the various airlines.
在 SFO 機場，關於法航貴賓室的航站樓標誌沒有問題。乘客不會有任何困難找到它，因為有一大排六個屏幕清楚地指示各航空公司的貴賓室。

The exterior of the lounge has a very smart and premium appearance and is well maintained. Overall, it is quite minimalist as you would expect with Air France, with lighter colours and hues in use for fixtures and fittings.
休息室的外觀非常智能和高級，並且維護良好。總體而言，它相當簡約，正如您對法航所期望的那樣，使用了較淺的顏色和色調來裝飾和配件。

The reception area is moderate in size with two podium reception desks in place. These are white and timber effect with white computer monitors and white flowers in place. Flooring is wooden parquet effect with a large flying horse logo behind the counters. To the left is a large Air France banner displaying a message of "90 years of excellence". There are also two self-check-in units that passengers can use when demand is high.
接待區的規模適中，設有兩個接待台。這些接待台是白色和木材效果的，配有白色的電腦顯示器和白色的花卉。地板是木質拼花效果，櫃檯後面有一個大型的飛馬標誌。左邊是一個大型的法航橫幅，展示著“90 年卓越”的信息。當需求高時，乘客還可以使用兩個自助登機設備。

Overall, the reception is constructed to a very high standard. All fixtures and fittings were spotlessly clean with no defects observed. The area is also bright and welcoming, with very well considered lighting concepts in use.
總體而言，接待處的建造標準非常高。所有的裝置和配件都非常乾淨，沒有發現任何缺陷。該區域也明亮且令人歡迎，使用了非常考慮周到的照明概念。

The design of the lounge is in a more modern and minimalist style, and it is certainly in keeping with the AF brand. It is organised in an L Shape, with various styles of seating areas, all well oriented to ensure passengers have enough space between each other. Overall, it is well designed and would comfortably handle the number of passengers that pass through it.
休息室的設計更加現代和簡約，確實符合 AF 品牌的風格。它呈 L 形佈局，擁有各種風格的座位區域，所有座位都很好地排列，以確保乘客之間有足夠的空間。總體而言，設計良好，能夠舒適地容納通過的乘客數量。

There are stools, standard chairs, and armchairs available for use. The seating is high quality and in a good state of repair. Leather appears to be the fabric of choice, and this is kept very clean.
有凳子、標準椅子和扶手椅可供使用。座椅質量高且狀況良好。皮革似乎是首選材料，而且保持得非常乾淨。

There are plenty of plug points in the lounge and most seats have access to at least one 3 pinpoint and one USB point. This is certainly an area of strength in the lounge. It is unlikely passengers will experience any issues with seating availability. The lounge has enough seating to cope with multiple flights at the same time.
休息室內有很多插座，大多數座位都可以使用至少一個三孔插座和一個 USB 插座。這確實是休息室的一個優勢。乘客不太可能遇到座位不足的問題。休息室有足夠的座位來應對多個航班同時到達。

There are four mixed gender toilets, and these are very well appointed and spacious. The fixtures and fittings were all in very good condition. The area is very well presented and minimalist. Hand soap is provided but no other amenities. The shower rooms are excellent here and have been recently renovated. Fixture and fittings are high quality, durable and in a good state of repair. Cleaning is performed to a high standard with no mould or mildew observed in the shower trays. They are well sized with plenty of space for baggage and changing. In addition, there is a very well appointed PRM shower with grab bars and a seat within the cubicle.
這裡有四間男女混合廁所，這些廁所設備齊全且寬敞。所有的裝置和配件都處於非常好的狀態。該區域呈現得非常好且極簡。提供洗手液，但沒有其他設施。這裡的淋浴間非常出色，最近剛翻新過。裝置和配件質量高，耐用且狀況良好。清潔工作達到高標準，淋浴盤中沒有發現霉菌或黴菌。它們的尺寸很大，有足夠的空間放置行李和更衣。此外，還有一間設備齊全的 PRM 淋浴間，內有扶手和座椅。

Overall, the lounge, along with all of the fixtures and fittings, was in excellent condition. Cleaning is rigorous and no build-up of dirt underneath tables, chairs, and in the usual dirt traps was observed. Custodial staff were observed quietly cleaning various areas of the lounge.
總的來說，休息室及所有的裝置和配件都處於極佳狀態。清潔工作非常徹底，沒有發現桌子、椅子下方和通常容易積聚污垢的地方有任何污垢堆積。觀察到清潔人員安靜地在休息室的各個區域進行清潔。

The buffet and dining area was kept to an extremely very high level of cleanliness. Staff were constantly milling around keeping it clean and tidy. The overall condition element is similarly very high, with no defective fixtures or fittings in use.
自助餐和用餐區保持著極高的清潔度。工作人員不斷地在周圍走動，保持清潔和整潔。整體狀況也同樣非常高，沒有使用任何有缺陷的裝置或配件。

There is an excellent staffed bar area in the lounge near to the La Premiere area at the back of the facility. This bar is well sized, very well stocked, and was extremely tidy and well organised by staff. There are no stools here and passengers are encouraged to use the general seating.
在設施後方靠近 La Premiere 區域的休息室內，有一個出色的有員工服務的酒吧區。這個酒吧空間很大，儲備豐富，並且由員工整理得非常整潔和有序。這裡沒有凳子，乘客被鼓勵使用一般座位。

There are two draught beers, soft drinks,

red wines,

white, and

Champagne. All of these wines are French and of a very high quality. A wide variety of premium spirits are also on offer.
有兩種生啤酒、軟飲料、

紅酒、

白酒和

香檳。所有這些葡萄酒都是法國的，質量非常高。還提供各種高級烈酒。

SAN FRANCISCO 舊金山

Lounge (Air France) 貴賓室（法國航空）

The standard of the buffet is good with high quality fixtures and fittings in use. The layout is simple and makes an effective use of space with the food options logically laid out. Most dishes and products do have information in front of them naming what the food is in either French or English, Mandarin was not observed. No allergen or ingredients are included in the descriptions as observed in other major lounges. Presumably, passengers can ask staff directly for clarification.
自助餐的標準很好，使用了高質量的裝置和配件。佈局簡單，有效利用空間，食物選項排列合理。大多數菜餚和產品前面都有標示，說明食物是什麼，標示語言為法語或英語，未見有中文標示。描述中未包含過敏原或成分信息，這在其他主要休息室中是有的。據推測，乘客可以直接向工作人員詢問以獲得澄清。

The choice and standard of hot dishes is excellent here during the day and Mandarin/Taiwanese food is made available at night specifically for the Eva Air passengers. The Asian food is from a local San Francisco restaurant and is of a very high standard. Aside from this, it is understood most dishes are prepared on site in the kitchens. A major positive for EVA passengers at this location is that they will have the opportunity to eat familiar Taiwanese food but also experience fine French cuisine and wines they would not otherwise have the opportunity to when compared to a standard EVA lounge.
這裡白天的熱菜選擇和標準都非常出色，晚上專門為長榮航空的乘客提供中式/台灣菜。亞洲食物來自舊金山的一家當地餐廳，質量非常高。除此之外，據了解，大多數菜餚都是在現場廚房準備的。對於在這個地點的長榮航空乘客來說，一個主要的優點是他們將有機會品嚐到熟悉的台灣食物，同時也能體驗到他們在標準的長榮航空貴賓室中無法享受到的精緻法國美食和葡萄酒。

Overall, EVA air passengers travelling in Business Class through SFO are assured of a premium experience in a very well managed facility. The relationship here between EVA ground management and AF appears strong, with BR passenger needs and requirements well accounted for and provided accordingly.
總體而言，搭乘長榮航空商務艙經由舊金山國際機場的乘客可以享受到高品質的體驗，該設施管理得非常好。長榮航空地勤管理與法航之間的關係看起來非常緊密，長榮航空乘客的需求和要求得到了充分的考慮和提供。

Boarding 登機

Overall, the gate setup here is very well organised and the large volume of wheelchair users are corralled in a suitable waiting area before pre-boarding. The pre boarding of PRM does take some time due to this high volume.
總體而言，這裡的登機口設置非常有序，大量的輪椅使用者在登機前被安排在合適的等候區。由於這個高容量，PRM 的優先登機需要一些時間。

Signage in the gated area is highly visible, and whilst Business Class passengers can board directly from the lounge, this aspect was still fully set up at the gate.
登機口區域的標誌非常顯眼，雖然商務艙乘客可以直接從休息室登機，但這一方面在登機口仍然完全設置。

Boarding time from Zone 1 was completed in approximately 20 minutes which delivers and excellent degree of customer experience.
從 1 區登機大約在 20 分鐘內完成，這提供了極高的客戶體驗。

Staff service and efficiency here is high with a strong degree of urgency to complete the process in a timely manner.
這裡的員工服務和效率很高，並且具有強烈的緊迫感，以及時完成流程。

TOKYO NARITA

Check-in 登記

The counters are located in Area I, with an adequate volume of terminal wayfinding and branding presence here. There are also separate pillars at the beginning of each queue for the Business Class and Bag Drop counters. As ever, we find the terminology of 'Priority' to be non-standardised.
櫃檯位於 I 區，這裡有足夠的航站樓導引和品牌存在感。在每個隊列的起點還有單獨的柱子，用於商務艙和行李托運櫃檯。正如往常一樣，我們發現“優先”的術語並未標準化。

The fact that only Bag Drop is offered indicates that all passengers are required to utilise the nearby CUSS positions which is quite standardised at NRT.
只提供行李托運的事實表明，所有乘客都需要使用附近的 CUSS 位置，這在 NRT 是相當標準化的。

Star Alliance Gold branding is features in the overhead screens. A separate PRM and other additional needs counter is provided.
星空聯盟金卡品牌出現在頭頂屏幕上。提供單獨的 PRM 和其他額外需求櫃檯。

There is little to no enhancements provided at the business class desks here, and some elevation would be welcomed here to distinguish the experience.
這裡的商務艙櫃檯幾乎沒有提供任何增強服務，若能提升一些體驗將會受到歡迎。

The queue system is very well organised in terms of signage clarity and wayfinding. It is delivering a high degree of efficiency and entrance clarity. Queue times for Business Class were very low and staff service immediately. .
排隊系統在標誌清晰度和導向方面組織得非常好。它提供了高度的效率和入口清晰度。商務艙的排隊時間非常短，員工服務即時。

Uniform presence from EVA staff remains excellent, with ground handling largely completed by ANA.
長榮航空員工的統一形象依然出色，地勤工作主要由全日空完成。

The staff service received is positive in delivery and offers a good upbeat first impression to the passenger, which is well applied with good Japanese courtesy. Staff are efficient at the service counters and passenger processing time is fast with appropriate visa checks being automatic in the system for USA connecting flights.
員工服務在交付方面是積極的，並且給乘客留下了良好的第一印象，這很好地體現了日本的禮貌。員工在服務櫃檯效率很高，乘客處理時間很快，對於美國轉機航班，適當的簽證檢查在系統中是自動進行的。

Following the initial check in procedure passengers are advised on the gate number and lounge location, including a laminated map with detailed instructions on how to find and access the lounge. The map indicates all choices of lounges to passengers.
在初步辦理登機手續後，乘客會被告知登機口號碼和休息室位置，並附有詳細指示如何找到和進入休息室的塑封地圖。地圖向乘客指示所有休息室的選擇。

Staff fail to emphasise the availability of priority security lanes which are offered at NRT.
工作人員未能強調在成田機場提供的優先安檢通道。

Arrival 抵達

There was excellent ground service presence after arrival for transfer customers, and elements of staff presence are very well applied here.
抵達後，對於轉機旅客有優秀的地勤服務，並且員工的存在感在這裡得到了很好的應用。

Due to immigration speeds, all baggage is available at the baggage reclaim with an excellent degree of staff presence and branding applied here which clearly highlights the allocated reclaim for EVA.
由於移民速度，所有行李都可以在行李提取處領取，這裡有大量的員工在場和品牌標識，清楚地標明了 EVA 的指定提取處。

TOKYO NARITA

Lounge (ANA Lounge) 貴賓室 (ANA 貴賓室)

Check in staff indicate the location of lounges for passengers with a small map at check-in, giving accurate directions which is very helpful.
值機人員在辦理登機手續時會提供一張小地圖，指示貴賓室的位置，給予準確的方向，非常有幫助。

Passengers may make use of two ANA lounges, and a United Lounge at NRT. The gate allocated is located in very close proximity to the lounge. We highlight that the UA lounge offers a more spacious set-up and may be more welcome for passengers during peak periods for the ANA lounge (1500-1700).
乘客可以使用兩個 ANA 貴賓室和一個位於 NRT 的聯合貴賓室。分配的登機門位於貴賓室的非常近的地方。我們強調，UA 貴賓室提供更寬敞的設置，並且在 ANA 貴賓室的高峰時段（1500-1700）可能更受乘客歡迎。

Staff welcome into the lounges is standard, and there is no explanation of boarding announcements or walking distances to the gates provided. The staff service through the lounge is attentive and professional throughout the visit.
員工在休息室的歡迎是標準的，沒有提供登機公告或到登機口的步行距離的解釋。整個訪問期間，休息室的員工服務都很周到和專業。

The ANA lounge is well designed although food service areas can become crowded at peak times. In terms of the quality of the fixtures and fittings and overall wear and tear, the lounge is in excellent condition with a good degree of contingency space.
ANA 休息室設計良好，但在高峰時段，食品服務區可能會變得擁擠。就裝置和配件的質量以及整體磨損而言，休息室狀況良好，具有良好的應急空間。

Showers are available in the lounge, as well as a number of e-reader systems and links that direct passengers towards the ANA system for this.
休息室內提供淋浴設施，還有多個電子閱讀器系統和連結，將乘客引導至 ANA 系統。

No specific boarding announcements are made for the EVA Air flight, and the FIDS in this lounge lack the clarity of some airline lounges.
EVA Air 航班沒有特定的登機公告，且此休息室的航班資訊顯示系統不如某些航空公司休息室那麼清晰。

Boarding 登機

All elements of boarding gate signage are well applied, and the queuing system is well managed and delivered per the homebase standards. This includes the paper indicators for which boarding group is currently being processed.
所有登機門標誌的元素都應用得很好，排隊系統也按照主基地標準進行了良好的管理和執行。這包括用於指示當前正在處理的登機組的紙質指示牌。

Boarding commences at 1400 for a 1425 flight, and elements of this run to schedule. The time is indicated on digital boards.
登機時間為 14:00，航班起飛時間為 14:25，並且這些安排按計劃進行。時間顯示在電子顯示板上。

There is adequate spacing of the zonal groups and appropriate priority is delivered here for premium guests, and staff service standards are also achieving a good quality level.
這裡的區域群組間距充足，並且為高級客人提供了適當的優先權，員工服務標準也達到了良好的質量水平。

The priority channel branding is a pop-up sign concept and features no additional inclusion of other qualifying factors (pregnant/with enfant/PRM).
優先通道品牌是一個彈出式標誌概念，並且不包括其他合格因素（孕婦/帶嬰兒/行動不便者）。

Two entrances onto the aircraft, with a good degree of signage here.
兩個登機口，這裡有明顯的標誌。

REPORT INDEX

INTRODUCTION & AUDIT SUMMARY介紹及審計摘要

Business Class 商務艙

Premium Economy & Economy Class高級經濟艙和經濟艙

Website 網站

Report & Rating 報告與評分

WEBSITE 網站

Design & Utility EVA設計與實用性 EVA

Search engine result & links 搜尋引擎結果與連結

Website language & country choices網站語言和國家選擇

Brand image & visual impact of website品牌形象與網站的視覺衝擊

Clarity of website navigation links網站導航鏈接的清晰度

Responsive display format & utility響應式顯示格式和實用性

Section Rating 區段評分

WEBSITE 網站

Planning & Booking EVA規劃與預訂 EVA

Ease of locating online schedule 4.5線上時間表的查找便利性 4.5

Ease of using online schedule使用線上時刻表的便利性

Ease of locating online booking facility容易找到線上預訂設施

Ease of using online booking facility使用線上預訂設施的便利性

Clarity of fare options票價選項的清晰度

Codeshare transparency in booking代碼共享預訂的透明度

4.5

Section Rating 區段評分

WEBSITE 網站

Section Rating 區段評分

5.00

Online check-in - ease of use 4.5在線登機 - 使用方便度 4.5

Section Rating 區段評分

WEBSITE 網站

Customer Experience Information EVA RATING客戶體驗信息 EVA 評分

Airport product & service information機場產品和服務信息

Onboard product & service information機上產品和服務資訊

Section Rating 區段評分

4.50

Frequent flyer programme & alliance information 常旅客計劃和聯盟信息

Options for contacting airline customer support聯絡航空公司客戶支持的選項

Section Rating 區段評分

Taipei Report & Rating台北報告與評分

Organisation, Branding & Presentation TPE組織、品牌與展示 TPE

Counter location(s), layout & wayfinding櫃檯位置、佈局和導引

Signage & Branding 標誌和品牌

4.5

Counter presentation, cleanliness & condition櫃檯展示、清潔度和狀況

Queue systems & management 5

Queue times 4.5 排隊時間 4.5

Premium counter exclusivity高級櫃檯專屬服務

PRM accessibility

4

Standard of staff service服務標準

Section Rating 區段評分

Counter location(s), layout & wayfinding櫃檯位置、佈局和導引

4.5

Signage & Branding 標誌和品牌

4.5

Counter presentation, cleanliness & condition櫃檯展示、清潔度和狀況

Standard & exclusivity of premium check-in標準與高級報到的獨特性

Queue systems & management

Queue times 排隊時間

PRM accessibility

Fast-track security & immigration facility快速通關安檢及移民設施

Section Rating 區段評分

Economy Class Check-in Organisation經濟艙辦理登機手續組織

Counter location(s), layout & wayfinding櫃檯位置、佈局和導引

Signage & Branding 標誌和品牌

Counter presentation, cleanliness & condition櫃檯展示、清潔度和狀況

Counter allocation (bag-drop, FFM, standard)

Queue systems & management

4.5

Queue times 排隊時間

4.5

PRM accessibility

Section Rating 4.69 區段評分 4.69

CUSS kiosk location(s), layout & capacityCUSS 自助服務亭位置、佈局及容量

CUSS kiosk system utilityCUSS 自助服務系統實用程式

CUSS kiosk cleanliness & conditionCUSS 自助服務亭的清潔和狀況

Self-bag-drop utility & capacity 4.5自助行李托運設施及容量 4.5

Queue systems & management

Queue times 排隊時間

PRM accessibility

INTRODUCTION & AUDIT SUMMARY
介紹及審計摘要

Premium Economy & Economy Class
高級經濟艙和經濟艙

Design & Utility EVA
設計與實用性 EVA

Search engine result & links
搜尋引擎結果與連結

Website language & country choices
網站語言和國家選擇

Brand image & visual impact of website
品牌形象與網站的視覺衝擊

Clarity of website navigation links
網站導航鏈接的清晰度

Responsive display format & utility
響應式顯示格式和實用性

Planning & Booking EVA
規劃與預訂 EVA

Ease of locating online schedule 4.5
線上時間表的查找便利性 4.5

Ease of using online schedule
使用線上時刻表的便利性

Ease of locating online booking facility
容易找到線上預訂設施

Ease of using online booking facility
使用線上預訂設施的便利性

Clarity of fare options
票價選項的清晰度

Codeshare transparency in booking
代碼共享預訂的透明度

Online check-in - ease of use 4.5
在線登機 - 使用方便度 4.5

Customer Experience Information EVA
RATING
客戶體驗信息 EVA 評分

Airport product & service information
機場產品和服務信息

Onboard product & service information
機上產品和服務資訊

Frequent flyer programme & alliance information
常旅客計劃和聯盟信息

Options for contacting airline customer support
聯絡航空公司客戶支持的選項

Taipei Report & Rating
台北報告與評分

Organisation, Branding & Presentation TPE
組織、品牌與展示 TPE

Counter location(s), layout & wayfinding
櫃檯位置、佈局和導引

Counter presentation, cleanliness & condition
櫃檯展示、清潔度和狀況

Queue times
4.5 排隊時間 4.5

Premium counter exclusivity
高級櫃檯專屬服務

Standard of staff service
服務標準

Counter location(s), layout & wayfinding
櫃檯位置、佈局和導引

Counter presentation, cleanliness & condition
櫃檯展示、清潔度和狀況

Standard & exclusivity of premium check-in
標準與高級報到的獨特性

Fast-track security & immigration facility
快速通關安檢及移民設施

Economy Class Check-in Organisation
經濟艙辦理登機手續組織

Counter location(s), layout & wayfinding
櫃檯位置、佈局和導引

Counter presentation, cleanliness & condition
櫃檯展示、清潔度和狀況

Section Rating
4.69 區段評分 4.69

CUSS kiosk location(s), layout & capacity
CUSS 自助服務亭位置、佈局及容量

CUSS kiosk system utility
CUSS 自助服務系統實用程式

CUSS kiosk cleanliness & condition
CUSS 自助服務亭的清潔和狀況

Self-bag-drop utility & capacity
4.5
自助行李托運設施及容量 4.5

Service efficiency

服務效率

Staff advice on seats, bags, gates, lounges, delays. 5 4.5
員工建議座位、行李、登機口、休息室、延誤。5 4.5

Enthusiasm & friendliness

熱情和友善

Standard of closing service 4
4.5
服務結束標準 4 4.5

Assistance with self-check-in
自助登機協助

Section Rating
區段評分

Lounge Choice & Access
休息室選擇與進入

Choice of lounge facilities across airport
機場貴賓室設施選擇

Lounge Location & Exterior
休息室位置與外觀

Location(s) of lounge(s) in terminal
航廈內休息室的位置

Terminal signage to lounge(s)
航站樓指示牌到休息室

Lounge exterior branding & appearance
休息室外部品牌和外觀

LOUNGE - Garden Lounge
休息室 - 花園休息室

Lounge Reception & Wayfinding Garden
休息室接待處及指引花園

Standard of reception area 5
接待區標準 5

Signage & wayfinding for lounge facilities
標誌和指引系統為休息室設施

Queue times to enter lounge 5
進入 5 號休息室的排隊時間

Lounge entry system 5
休息室進入系統 5

LOUNGE - Garden Lounge
休息室 - 花園休息室

Standard of welcome provided
提供的歡迎標準

Advice about lounge facilities
關於休息室設施的建議

Advice about boarding calls 5
關於登機呼叫的建議 5

Enthusiasm & friendliness
熱情與友善

Handling departure delays
處理出發延誤

LOUNGE - Garden Lounge
休息室 - 花園休息室

Flight Information & PA System
Garden
RATING
航班信息和廣播系統花園評級

Location of flight information screens 5
航班信息屏幕的位置 5

LOUNGE - Garden Lounge
休息室 - 花園休息室

Design & visual interest of seat layout
座位佈局的設計和視覺趣味

Standard of lounge furnishings
休息室家具的標準

Standard of lounge flooring
休息室地板標準

LOUNGE - Garden Lounge
休息室 - 花園休息室

Lounge Ambience
Garden
RATING
休息室氛圍花園評分

General ambience of lounge
休息室的一般氛圍

Mobile phone policy & noise nuisance
手機政策與噪音滋擾

Standard of air conditioning & temperatures
空調和溫度的標準

LOUNGE - Garden Lounge
休息室 - 花園休息室

Lounge Views & Lighting
Garden
RATING
休息室景觀與照明花園評分

External views throughout the lounge
休息室的外部景觀

Natural daylight inside the lounge
休息室內的自然光線