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,本報告包含評估結果和諮詢回饋。
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. 長榮航空一直保持著極高的機場處理標準,不僅在從機場到機場的整體效率方面管理完善,而且在大多數情況下,各工作人員的服務品質也非常高。
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. 我們持續發現,長榮航空在登機、抵港及辦理登機手續的處理系統與效率上,都能提供旅客高度一致性的體驗。
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,長榮航空正在將機場的自助報到服務轉變為完全線上的系統,並承認這需要時間來充分發揮其效力。我們對該系統的初步成果感到鼓舞,因為辦理登機手續的效率確實提高了,而且隨著越來越多的旅客熟悉系統,它只會變得更加簡化。
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,外站和東京太古機場的服務水準都非常好,而且我們認為,如果與 "本土 "機場以外的其他航空公司進行比較,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仍然非常好,在許多測試領域接近最佳做法標準。實際內容一般都很強大,航班預訂、管理現有預訂和線上報到等關鍵功能都運作良好,行動登機證系統也有很好的實用性。
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. 我們指出該網站整體缺乏一系列客戶服務聯絡點。我們沒有看到聊天機器人/即時聊天選項,也沒有看到乘客無需拿起電話就能及時聯繫客服代表的方式。
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. 報到手續的辦理仍然很有效率,這個區域整體上符合商務艙的專屬標準。雖然這裡沒有某些高端航空公司的家具和整體佈局,但我們意識到,在台北,提供此類改進服務的能力受到很大限制。
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. 商務艙的報到人員彬彬有禮、樂於助人,我們也發現,工作人員的服務體驗具有很好的魅力和參與性。我們相信,這將確保為乘客提供更個人化的體驗。我們很高興地看到,所有地點的服務台都有大量的工作人員,這使得所有情況下的排隊時間都很短。
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. 在貴賓室方面,新裝修的Infinity貴賓室為商務艙旅客帶來了良好的體驗。雖然貴賓室可能會變得相當擁擠,但我們很高興地看到長榮航空確保有效利用所有桌面空間,積極緩解了這一影響。我們也強調了一些元素,如整個室內設計概念的個性化和想像力,以及整個空間的座位設計採用了更個性化的方法,沒有給人任何平凡或千篇一律的印象。
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,貴賓休息室在本報告所涵蓋的大多數標準中始終達到五星級標準。外站貴賓休息室協議也達到了很高的標準,我們特別強調位於舊金山的法國航空貴賓休息室是一個運作得特別好的設施。
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,我們看到無論是在東京太平機場或機場外,這些服務要素的處理方法都非常一致。
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. 辦理登機手續的組織工作依然井井有條,手續辦理的主要環節都有良好的品牌形象並保持一致。我們注意到增加了額外的標識,以推動更多的線上辦理登機手續,並有工作人員在旁協助。
We are confident this is having a positive impact and strongly underpins the online app reminders to check-in online. 我們相信這將產生積極的影響,並有力地支持線上應用程式提醒用戶在線辦理登機手續。
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. 長榮航空的登機閘口標誌及設施均保持一致。長榮航空的工作人員持續秉持最高水準的登機架構,協助旅客登機,確保登機程序不會過早開始,並確保整個程序的流暢。
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. 在諸如英國倫敦國際機場這樣的網路地點,我們確實建議登機口的標誌和品牌可以與東京國際機場更緊密地結合起來,透過品牌概念提供更身臨其境的感覺。
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,東京太平機場的轉機程序達到了很高的標準,機場基礎設施似乎也能滿足這項要求。我們沒有看到漫長的等待時間,旅客吞吐量也達到了很高的標準。
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,工作人員配備了所需的所有標誌和標誌,以高標準便利轉機過程。我們也注意到,在安檢點出現延誤時,工作人員隨時可以提供聯絡點。
Website 網站
Report & Rating 報告與評級
WEBSITE 網站
Design & Utility EVA 設計與實用 EVA
Search engine result & links 搜尋引擎結果和連結
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. 在進行網站審計時,官方網站在主要搜尋引擎中名列前茅。官方的長榮天空商店佔據第六位。
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. 透過Google搜尋顯示的主搜尋網頁中的元標籤和子選單包括一系列有用的快速連結/資源,如預訂、聯繫、座位選擇和航班狀態。這些都根據用戶所在市場進行了適當的地理定位。
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. 網站在首次使用時提供定位服務,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,涵蓋了所服務的所有目的地。
Brand image & visual impact of website 網站的品牌形象和視覺效果
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. 航空公司主頁具有很強的視覺效果,所有內頁都延續了這個特點。整個網站的品牌形象保持一致,並與機場航站樓的品牌形象標準相協調。
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. 整個網站和主要的體驗資訊資源都很好地使用了圖片和視覺參考。綠色是長榮航空的主色調,在整個網站中以不同的色調巧妙地加以運用,確保用戶在瀏覽時有強烈的位置感和品牌識別感。
Clarity of website navigation links 網站導航連結的清晰度
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. 網站使用者介面繼續保持良好的現代標準,在主頁和導航選單方面與許多其他領先的國際航空公司網站相比毫不遜色,其中包括所有主要的興趣領域。
Responsive display format & utility 響應式顯示格式和實用工具
The responsive display format works well for mobile devices in terms of appropriate navigation, and all graphics and text formatting transfer well between devices. 就適當的導航而言,響應式顯示格式在行動裝置上運作良好,而且所有圖形和文字格式都能在裝置之間很好地轉換。
Section Rating 科室評級
WEBSITE 網站
Planning & Booking EVA 規劃和預訂長榮航空
Ease of locating online schedule 4.5 易於找到線上時間表 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. 客戶可以透過 "我們的航班 "連結在線訪問時刻表,一旦輸入目的地,就會顯示簡化格式的時刻表,這些時刻表達到了良好的清晰標準。
Ease of using online schedule 易於使用線上時間表
5
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. 線上時刻表以任何易於使用的格式提供,每個頁面內還有查看票價趨勢的選項。點擊航段,用戶將獲得一系列有用的信息,包括座位圖、飛機類型、WiFi設備和即時狀態。一些航空公司還提供往返所服務機場的旅行選擇鏈接,但這並不是任何變化的因素。
Ease of locating online booking facility 易於找到線上預訂設施
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. 線上預訂系統在桌上型電腦和行動平台上都佔據了黃金位置,作為矩陣的一部分,它還提供了一系列預訂選項,如往返、單程、多城市,以及預訂飯店的選項。
Ease of using online booking facility 易於使用的線上預訂設施
5
The booking systems offers good utility with an initial range of options to search by fare, cabin as well as upgrade with FFM miles. 預訂系統提供了很好的實用性,有按票價、艙等以及使用 FFM 里程升等進行搜尋的初步選項。
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. 實際搜尋功能很簡單,機場會根據城市、國家或 IATA 代碼自動跳出。多城市預訂功能非常清晰,而且是主預訂引擎的一部分。
Clarity of fare options 明確票價選擇
5
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. 就整體定價而言,票價選項非常清晰,還有更多的子菜單提供產品和服務細節、座位圖和預訂限制。
Codeshare transparency in booking 訂票時的代碼共享透明度
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. 矩陣中體現了代碼共享,但我們沒有看到使用大型航空公司標識,而這將有助於乘客快速識別。目前,在淺灰色背景上使用的是相當小的灰色字體,使用者很容易錯過這些重要細節。
Section Rating 科室評級
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. 管理預訂系統為差旅管理和航班變更因素提供了很好的實用性,對於審計期間可以測試的項目而言,這些項目很容易在門戶網站上進行參與和管理,我們可以對這些項目進行測試。
Section Rating 科室評級
5.00
Online Check-in EVA 線上報到 EVA
Online check-in - ease of use 4.5 線上報到--易用性 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. 線上辦理登機手續系統提供了一個高效的通知系統,可在航班起飛前進行訪問,通知/電子郵件可將客戶直接帶入門戶網站。
The actual data input standards are fine, and this is pre-populated if added on the manage booking system. 實際的資料輸入標準沒有問題,如果在管理預訂系統上添加,這些資料會預先填入。
Access times are broadly aligned with most full-service carriers. 接入時間與大多數全服務承運商基本一致。
A full range of boarding pass options are available, and these achieve a good standard. 登機證選項齊全,達到了很好的標準。
Section Rating 科室評級
WEBSITE 網站
Customer Experience Information EVA
RATING 客戶體驗資訊 EVA 評分
Airport product & service information 機場產品和服務資訊
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. 該書很好地概述了台北機場的服務,其中包括許多實用信息,如辦理登機手續、抵達、登機和轉機等。各段文字分割成小塊,易於消化。一些與休息室相關的資訊也輔以圖表,以方便理解。雖然這類圖表沒有擴展到台北報到區的概覽。儘管有機場網站的鏈接,但在這裡加入一些直觀的東西可能會有所幫助。
The resources for transferring customers are quite good, and we are also encouraged by the range of logical arrivals information. 為客戶提供的轉機資源相當不錯,而一系列合理的抵達資訊也令我們深受鼓舞。
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. 休息室的資訊在實用性和有用性方面也達到了很好的標準,其佈局合理,各部分重點介紹了可提供的各種產品和服務,並提供了位置和設施地圖。
Onboard product & service information 機上產品和服務訊息
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艙室都達到了高品質水準。
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. 就提供的細節而言,這裡的資源範圍相當詳盡,而且其中大多數都配有有吸引力的相關圖片。我們確實注意到皇家桂冠和高級桂冠之間可能存在混淆,因為它們在技術上都是帶有平板的商務艙,但 A330 的客艙密度更大。
Section Rating 科室評級
4.50
Customer Support 客戶支援
Frequent flyer programme & alliance information 飛行常客計畫與聯盟資訊
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. FF 的大部分內容都是針對前程萬裡會員的,對星空聯盟的關注較少。旅客可以清楚看到前程萬裡會員提供的優惠,但可能無法將星空聯盟提供的優惠連結起來。
Options for contacting airline customer support 聯絡航空公司客戶支援的選項
3
There is no readily identifiable EVA Chatbot on the website and therefore there is no live agent chat feature. 網站上沒有易於識別的 EVA 聊天機器人,因此也沒有即時代理聊天功能。
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. 在頁首選單中有一個幫助台連結(雖然問號圖示很小),可提供一系列常見問題和其他聯絡選項,包括所有全球辦事處。用戶需要選擇地點,然後提供電話號碼。有預訂/票務熱線,但不清楚是銷售熱線還是幫助熱線。
Comments/enquiries appear to be efficiently answered to on various social media channels. 在各種社交媒體管道上,評論/詢問似乎都得到了有效回應。
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. 售票櫃檯位於鄰近 Hello Kitty 區域的後牆上。整個櫃檯被標示為 "服務",似乎可以透過多種方式為顧客提供服務,其中之一就是售票。 "售票 "似乎並沒有出現在該處的標誌和路標中。在離優先報到櫃檯較近的地方還有一個單獨的優先服務台。這對優先旅客來說更加方便和醒目。
Signage & Branding 標誌與品牌
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. 大櫃檯上方的 "服務 "標識非常醒目,並有背光照明。經濟排隊入口和優先排隊入口有獨立的排隊柱,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鮮明,既有品牌柱子,也有櫃檯後面的 "長榮航空 "大型亮綠色背光標誌,用英語和普通話書寫。所有標誌和品牌都與長榮航空一貫的顏色和圖案保持一致,應用得當。
The general presentation of the area is acceptable, and there appears to be good coordination between EVA staff and the maintenance of Taipei Airport. 該區域的整體情況可以接受,長榮航空工作人員與台北機場維修人員之間的協調似乎也很好。
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. 這些櫃檯都設有有組織的 Tensa 障礙物。由於使用這些設施的旅客較少,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. 鑑於台北的銀行高峰期,這裡的等候時間特別短。
Premium counter exclusivity 高級專櫃獨享
4
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. 高級概念包括櫃檯前的灰色地毯。沒有其他高級概念,如增強/環境照明、鮮花等。灰色地毯沒有品牌,與星空聯盟或金卡值機區相匹配,而不是商務艙優先值機區的棕色 "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,標示 "禮賓 "字樣。由於 Tensa 護欄佈局簡單,櫃檯本身很容易進出。不過,櫃檯的基礎設施似乎沒有為容納輪椅而進行改建或降低。我們可以推測,專用的公共關係管理設施也可以處理購票申請。
Standard of staff service 員工服務標準
Service is not tested, and no rating is applied for this item. 本服務未經測試,未對該項目進行評級。
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. 在台北第二航站樓,14區是專為鑽石會員和皇室桂冠(商務艙)設立的區域,這裡有許多顯示長榮航空報到大廳組織的數字顯示器,而且位置非常好。這裡並沒有為這些旅客提供單獨的封閉區域。
Zone 15 features check-in for Gold frequent flyers as well as Star Alliance Gold members. 15 區為金卡常客和星空聯盟金卡會員提供報到服務。
Zone 18 is for Silver card holders and Premium Economy Class passengers (as well as Staff and PRM) 18 區為銀卡持有者和高級經濟艙乘客(以及工作人員和 PRM)
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. 儘管機場的 FIDS 目錄中沒有具體說明艙位等級的區別,而且這些行列只使用了長榮航空的通用品牌,但機場的大型 FIDS 標明了應使用哪個值機櫃檯,而且尋路功能非常出色。
Signage & Branding 標誌與品牌
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. 14 區隊列入口處的品牌標誌非常醒目,在戰略要地設置了人們熟悉的大型彩色編碼柱。
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. 該區域的地面鋪設了地毯(桂冠/鑽石色),頭頂上的顯示器顯示與相應艙位或會員等級有關的資訊。
Beyond this, signage and branding is largely similar to Zone 15 for Gold except grey carpeting is used instead. 除此之外,標誌和品牌基本上與金色 15 區相似,只是使用了灰色地毯。
Zone 18 is essentially a standard counter setup but with shorter queue times. 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. 整體而言,FF 各層級的組織和細分都有明確的差異。
From a cleanliness and condition perspective, presentation is very good for staffed counters. 從清潔度和條件的角度來看,有人值守的櫃檯的展示效果非常好。
Standard & exclusivity of premium check-in 高階值機的標準與專屬屬性
4
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). 長榮航空在東京太平機場並沒有提供過硬的高階報到服務。整體基礎設施有限,沒有像其他一些亞洲主要樞紐(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,還是有一些與眾不同的因素,如搬運工和精心製作的蘭花展示(鑽石)、地毯和更高水平的工作人員,以確保更快地辦理登機手續。這裡有 Tensa 排隊欄桿,似乎是標準的灰色 EVA 品牌欄桿,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. 我們知道,長榮航空將使用的新航站樓正在建設中,我們希望在設計中考慮到更高級的報到體驗。
Queue systems & management
Queue management is good here, and higher volumes of passengers were well organised in both Zone 14 and Zone 15. 這裡的佇列管理很好,14 區和 15 區的較高客流量都組織得很好。
Entrances are generally overseen by staff members, but they do not intercept the flow which is quite acceptable. 入口處一般都有工作人員監督,但他們不會攔截人流,這也是可以接受的。
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. 在現場測試時,這個時間不到 5 分鐘,看來管理得非常好。在檢查登機手續辦理區時,也正是東京太平機場的離港高峰期,因此這一點得到了很好的評價。
PRM accessibility
5
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. 無障礙設施良好,大門較低。標誌牌上標示了單獨的 PRM 概念,位於 18 區的這一櫃檯為輪椅使用者進行了適當的設計。
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. 2 號航站樓的經濟艙報到是動態的,部分櫃檯的分配取決於一天中的時間。基本上,沒有足夠的櫃檯供所有航空公司使用,因此有些櫃檯是共用的。
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. 各區域的導引功能強大,顏色編碼清晰連貫。分流區(22-26 區)的工作人員透過擴音器巡迴廣播,確保乘客得到相應的疏散,以減少某一特定區域的擁塞。這在 06:30 時起到了一定的作用,但是 22 區的行李寄存處仍然空空如也,而 19 區仍然相當擁擠。我們想知道航站樓入口處的數位顯示器是否可以動態調整,以便在高峰時段引導更多乘客前往分流區。
Signage & Branding 標誌與品牌
Overall branding and signage is strong at TPE for all classes of travel, and this includes Economy Class. 包括經濟艙在內,TPE 所有艙位的整體品牌和標誌都非常醒目。
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. 頭頂上的數位顯示器確實缺乏現代感,例如首爾機場的其他顯示器更加醒目,能夠顯示更多訊息,因為單個螢幕貫穿整個櫃檯島的寬度。希望新航站的報到區也能達到這樣的投資水準。
All of the counters were clean and presented in an excellent condition. 所有的櫃檯都很乾淨,呈現出極佳的狀態。
Counter allocation (bag-drop, FFM, standard)
Each Zone/Island consists of approximately 9-10 accessible counters depending on staffing. 每個區/島約有 9-10 個無障礙櫃檯,視人員配置而定。
There is a strong focus on self-bag drop and self-check-in at TPE but staffing levels are still high. 東京太平機場非常重視自助行李寄存和自助報到,但人員配置水準仍然很高。
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. 總的來說,排隊系統是足夠的,因為 Tensa 障礙迷宮的任何區域都能容納乘客。入口處和一般區域都有大量工作人員為乘客提供資訊。
At TPE and internationally, EVA is moving towards an online self-check in process with bag drop to reduce queueing times. 在東京國際機場和國際機場,長榮航空正逐步採用線上自助報到和行李寄存程序,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. 雖然乘客的使用率還有待提高,但目前的結果是為乘客帶來了正面的體驗。對於不熟悉網路報到流程的乘客,工作人員也會隨時提供協助。
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. 根據現場觀察,候車時間平均為 5 分鐘,就乘客量而言,這似乎並不合理。
PRM accessibility
5
Excellent PRM designation throughout and this is industry leading in terms of accessibility and wayfinding. 整個專案的 PRM 設計都非常出色,在無障礙設施和導向標識方面處於行業領先地位。
Cabin baggage guides are available in the immediate check-in areas. These are adequate in number. 在直接辦理登機手續的地方有手提行李指南。這些指南數量充足。
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. 長榮航空在東京機場大力推行自助報到服務,但鼓勵旅客在網路上而不是在機場辦理報到手續。因此,由於沒有啟用報到設施,TPE 的 CUSS 實際上是多餘的。因此,我們不對其進行評級。
CUSS kiosk system utility CUSS 資訊亭系統實用程序
The CUSS are not activated, and no rating is applied here. CUSS 未被激活,也未在此處進行評級。
CUSS kiosk cleanliness & condition CUSS 資訊亭的清潔和狀況
The CUSS are not activated, and no rating is applied here. CUSS 未被激活,也未在此處進行評級。
Self-bag-drop utility & capacity
4.5 自落袋功能和容量 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. 自助行李投放在東京太平國際機場第二航廈經濟艙櫃檯中佔很大比例。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. 由於沒有使用 CUSS,因此這裡沒有排隊系統。
Staff are observed in the CUSS area to assist and direct passengers to either online check-in or the full service counters. 在 CUSS 區域有工作人員協助並引導旅客辦理線上報到或全套服務櫃檯。
Queue times 排隊時間
The CUSS are not activated so there are no queues observed. No rating is applied here. CUSS 未啟動,因此未觀察到排隊現象。此處不進行評級。
PRM accessibility
The dedicated PRM line at Zone 18 has good visibility and accessibility. 位於 18 區的 PRM 專線具有良好的能見度和可及性。
Section Rating 科室評級
Check-in Staff Service 報到工作人員服務
C 級評級
C Class
RATING
Y 級評級
Y Class
RATING
Standard of welcome 歡迎標準
5
5
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. 乘坐經濟艙的乘客在靠近櫃檯時會受到熱情的歡迎。地面上的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. 審計期間使用了特等經濟艙和優先報到櫃檯,同樣受到了非常熱情和專業的歡迎。當乘客走近這些櫃檯時,工作人員總是會起身相迎。
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. 服務台人員配備齊全,因此排隊人數極少。在這裡辦理手續的時間很快,工作人員會熟練、有效率地與旅客一起檢查物品清單。
Staff confirm battery information, check-in labels, lounge location to a very thorough standard during all services. 在所有服務過程中,工作人員都會非常仔細地確認電池資訊、入住標籤和休息室位置。
Laminated seat maps are aways available and staff will generally identify seat locations and aircraft type with passengers. 通常,工作人員會與乘客一起確定座位位置和飛機類型。
Enthusiasm & friendliness 熱情友善
The service is professional, polite, and thorough, and on a benchmarked basis this is friendly and approachable. 我們的服務專業、有禮貌、周到,而且在基準基礎上,我們的服務友善、平易近人。
Enthusiasm levels are felt to be strong in terms of the overall greeting and tone used in Business Class. 從商務艙的整體問候語和語氣來看,大家都覺得熱情度很高。
Body language & posture
5
5
Superb throughout, from the greeting to the conclusion, there is a good mastery of the body language. 自始至終都很出色,從問候語到結尾,都很好地掌握了肢體語言。
Language abilities 語言能力
Excellent clarity of spoken English, and all elements are clear with good engagement. 英語口說清晰度極高,所有內容都很清楚,參與度高。
Customer name usage 客戶名稱的使用
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 "先生 "等稱謂,商務艙也在一定程度上使用正式名稱。
Standard of closing service 4
4.5 結帳服務標準 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. 確認休息室位置以及登機口。一個小的附加功能是確認從休息室到登機口的步行時間。
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,並標示出口路線和安全地點。
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. 鑑於商務艙乘客沒有快速通道,最好能告知他們這一點,讓他們從一開始就知道。
Assistance with self-check-in 協助自助報到
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旅客快速有效率地辦理登機手續。在整個報到區,工作人員都能很好地提供協助。工作人員能很好地將乘客引導到正確的方向,並幫助乘客,尤其是需要更多幫助的老年人。
Section Rating 科室評級
LOUNGES 昂熱
Lounge Choice & Access 休息室選擇與使用
Choice of lounge facilities across airport 機場內有多種休息室可供選擇
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. 長榮航空在第二航廈設有 4 間貴賓室:花園貴賓室、無限貴賓室、星空貴賓室和俱樂部貴賓室。花園貴賓室僅供白金卡旅客使用。 Infinity 貴賓室為長榮航空商務艙旅客或星空聯盟商務艙/頭等艙旅客而設。星空貴賓室供長榮航空金卡或星空聯盟金卡旅客使用。長榮航空銀卡旅客可使用俱樂部貴賓室。
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. 審計期間還參觀了花園和無限休息室,據悉可能計劃在 2024 年或 2025 年稍後對花園進行翻修。
Section Rating 科室評級
5.00
Lounge Location & Exterior 休息室位置和外觀
TPE
RATING 評分
Location(s) of lounge(s) in terminal 候機樓內休息室的位置
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. 無限貴賓室和花園貴賓室位於 2 號航站樓一樓/夾層,可俯瞰樓下的購物大廳。它正對著 Infinity 候機室,就與門禁區域的距離而言,這兩個候機室的位置都很好。
Terminal signage to lounge(s) 通往休息室的航廈標識
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. 整個機場通往所有貴賓室的航站樓指示牌都非常出色。頭頂有指示牌和各種航站地圖,幫助旅客辨別方向。辦理報到手續的工作人員也會提供旅客紙本地圖,詳細標示位置。
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端走近花園休息室時,會看到一個非常大的 LED 背光標誌,指示著花園休息室。不過,休息室的外部區域設計得很低調,沒有太多的品牌標誌。入口兩側有兩個大花盆,一側有一個 EVA Air 紙板剪影,還有一個顯示 "花園 "的電子螢幕。總的來說,從外觀上看,休息室顯得簡約低調。
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. 無限貴賓休息室的主接待區與星空貴賓休息室共用。從走廊上看,其外觀比花園更引人注目,這也是情理之中的事,因為會有更多的乘客使用它。自動門上方是一個巨大的 "長榮航空 "背光 LED 標誌,並附有花格裝飾。入口左側還有一個電子螢幕,顯示入口要求和可用設施。右側是一個真人大小的長榮航空制服工作人員的紙板剪影,雖然它確實加強了品牌元素,但也許沒有必要。整體而言,外部標識和品牌是均衡而有品味的。
Section Rating 科室評級
4.67
LOUNGE - Garden Lounge 休息室 - 花園休息室
Lounge Reception & Wayfinding Garden 休息室接待處和導向花園
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. 旅客透過木質自動門進入。主接待處雖然比較昏暗,但標準很高。右手邊是行李寄存處。正前方是主接待台,有一到兩名工作人員。櫃檯由優質材料製成,整體感覺低調而獨特。
Left luggage facilities 左側行李設施
4
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. 旅客進入貴賓休息室後,右手邊是左側的行李區,設有一系列置物櫃。儲物櫃大小適中,可容納 1 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. 只有使用接待人員提供的鑰匙才能上鎖,而不是透過密碼。
Signage & wayfinding for lounge facilities 休息室的標誌和導覽設施
4
There are some lounge maps placed in various locations - however, these are fire escape schematics rather than facility maps. 在不同的位置也放置了一些休息室地圖--不過,這些都是消防通道示意圖,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. 由於休息室呈長方形,面積較小,因此沒有必要設置大量的指示牌。
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. 淋浴間和盥洗室等獨立區域的入口處外牆貼有 LED 背光燈,確保這些區域清晰可見。
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. 這裡不需要太多的排隊,接待人員的數量意味著顧客可以得到有效的接待。
Lounge entry system 5 休息室入口系統 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. 貴賓室的進場手續由工作人員負責,並有足夠的工作人員確保進場效率。只有長榮航空鑽石卡旅客可進入貴賓室。
Updated gate details could be added to the relevant section of the boarding pass to increase the level of service here. 可以在登機證的相關部分添加更新的登機口詳細信息,以提高此處的服務水平。
Section Rating 科室評級
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 接待標準
5
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. 休息室工作人員的肢體語言標準是可以接受的,所有工作人員都對顧客保持警惕。服務範圍較注重效率。工作人員不使用姓名,但普通話禮貌標準良好。
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任何關於各種設施的建議,我們確實覺得應該對以前使用過休息室的乘客進行某種形式的檢查,然後,如果有必要,工作人員應該解釋用餐概念、淋浴、 WiFi 等。
Advice about boarding calls 5 關於登機電話的建議 5
Passengers are given advice in relation to boarding calls and are told where the gate is located in relation to the lounge. 乘客會得到登機通知的建議,並被告知登機口與休息室的位置。
There are discreet signs within the lounge indicating that there are no boarding calls in the facility. 休息室內有提示牌,表示設施內沒有登機電話。
Enthusiasm & friendliness 熱情友善
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. 工作人員熱情友好,彬彬有禮。主要的批評意見是,在解釋客人可能感興趣的所有休息室設施和服務方面,重點不夠突出。
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. 在審計期間,由於雨霧天氣,出現了航班延誤,工作人員已將這一訊息當面轉告乘客。我們希望每次都能向所有乘客提供這樣的資訊。
Language abilities 語言能力
5
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. 第一線員工的英語程度很高。總體而言,即使與其他地區的五星級航空公司相比,英語技能也是該航空公司的一大優勢。
LOUNGE - Garden Lounge 休息室 - 花園休息室
Flight Information & PA System
Garden
RATING 航班資訊和擴音系統 花園 評分
Location of flight information screens 5 航班資訊螢幕的位置 5
The FIDS allocation through the lounges is excellent and these are available in all key areas. 透過休息室分配的 FIDS 非常好,所有主要地區都有。
Standard of lounge PA system 休息室擴聲系統的標準
5
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. 花園貴賓室內沒有擴音廣播,但可以從下面的大廳聽到更廣泛的機場廣播,但這並不會太分散注意力。
Intrusion from lounge PA system 休息室擴音系統入侵
This is a silent lounge and there is no intrusion from the PA system. 這是一個安靜的休息室,沒有擴音系統的干擾。
Section Rating 科室評級
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
4
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. 休息室的設計以簡約為主,採用中性色調和深色調,給人一種 "會員 "俱樂部的感覺。休息室的佈局大致呈長方形,不同的座位區域被適當分隔開來。休息室的一整面是 "露天 "的,面向內部的空中購物大廳。
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. 為了緩和過渡效果,也適當使用了真實和人工花盆。燈光柔和,營造出溫馨的氣氛。整體而言,目前的設計相當吸引人,很好地利用了空間和人工照明來抵消自然光的不足。
Design & visual interest of seat layout 座椅佈局的設計和視覺效果
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. 正如人們對最高級休息室的期望一樣,這裡的座位佈局並不密集,而且供應適度,確保了各種座椅之間有足夠的空間。
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. 休息室的家具品質優良、堅固耐用,座椅的選擇也有所不同。這裡有扶手椅、私人座椅和一些標準座位區。休息室與自助餐廳相對的扶手椅區可以說是一個安靜的區域,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,座位佈局似乎更偏向休閒旅客,這是因為休息室較安靜的一端缺少工作台。
Standard of lounge furnishings 休息室家具標準
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. 總的來說,這裡的家具都是高標準的,而且保養得很好。皮革似乎是這裡最受歡迎的材料,這可以確保更高水平的清潔。
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. 不過,總的來說,座椅已經開始顯出老態,扶手椅的坐墊看起來已經褶皺和磨損,也許還有點老氣。它們也沒有整合充電功能,而這在 2024 年是必不可少的。同樣,我們知道休息室可能會在未來一年左右進行翻新,我們希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. 主要乘客接觸區的地板依然堅固,狀況良好。休息室的瓷磚、木地板和地毯鋪設區域狀況良好。
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. 我們在早上和晚上都去了休息室,兩次都相當安靜,但我們也知道在高峰期這裡會變得擁擠不堪。主用餐區的自助餐廳並不擁擠,用餐座位充足,可以將擁擠程度降至最低。
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. 由於大部分乘客都是台灣人,大家都很尊重他們,因此在公共場合交談的聲音很小,也很少使用手機。總體而言,由於色調和家具的選擇,這裡的氛圍溫暖舒適。種植方案與小荷花池結合,也大大緩和了氛圍。
Mobile phone policy & noise nuisance 行動電話政策和噪音滋擾
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行動電話政策,也沒有單獨的隔間供乘客打私人電話。
Standard of air conditioning & temperatures 空調和溫度標準
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. 整個房間的空調和溫度都是可以接受和舒適的。我們主要擔心的是淋浴設施,我們認為其氣流較弱。
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. 由於整個航站樓基礎設施的原因,貴賓室的一大缺點是沒有停機坪或跑道的景觀。據我們所知,長榮航空在台北機場的貴賓室都沒有外部景觀,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. 不過,新航廈將於 2026-2027 年啟用,我們希望候機室能將此因素納入設計元素。
Natural daylight inside the lounge 休息室內的自然光
4
There is a low level of natural light within the lounge. 休息室的自然採光較差。
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. 所有休息室的人工照明都非常充足。設計師充分利用了檯燈、射燈和筒燈,為休息室營造出愉悅的氛圍,尤其是在夜間。
LOUNGE - Garden Lounge 休息室 - 花園休息室
Seating Overview 座椅概覽
花園評級
Garden
RATING
Choice of seating 座位選擇
4
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. 這裡有標準椅子、小型餐廳/工作間和各種扶手椅可供使用。如前所述,這裡缺少工作空間。
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. 整體而言,座椅的標準較高,狀況良好,如前所述,扶手椅確實有磨損的痕跡。扶手椅由一系列耐用材料製成,可以輕鬆擦拭乾淨或用鋤頭打掃。
Layout & privacy of seating 座位佈局和隱私性
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. 雖然有一些比較安靜的角落和區域,但沒有私人的工作間,可以讓旅客有更多的私人空間。雖然有一個商務中心供其他旅客使用,但座位的組織和安排更偏向休閒旅客。
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. 與新加坡航空公司採用的一些 "最佳實踐 "概念和展位相比,我們認為 "私人座位 "概念還可以有進一步的改進。
Seat power choice, utility & volume 座椅動力選擇、實用性與容積
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. 休息室內的插座不足,尤其是扶手椅座位周圍。幾乎所有座椅都有插座,一般包括一個 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非接觸式充電板以及與 USB C 相容的充電週邊裝置。
Seat availability & capacity management 座位供應和容量管理
4
No shortage of seatings was identified at any point therefore the current capacity management system is deemed satisfactory. 沒有發現任何座位不足的情況,因此認為目前的容量管理系統令人滿意。
LOUNGE - Garden Lounge 休息室 - 花園休息室
Toilet Facilities
Garden
RATING 廁所設施 花園 評分
Toilet facilities capacity 廁所容量
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. 休息室內男女廁所各一套。男廁所有兩個獨立的小便池和一個隔間,對於目前的客流量來說已經足夠。
Standard of toilet design, fixtures & fittings 4 廁所設計、裝置和設備的標準 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. 廁所的品質很好,並由管理員保持清潔。下水道沒有異味。廁所內設有坐便器,因此品質很高。
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. 塑膠洗手液分配器和配套的塑膠自動手巾分配器與該設施的其他裝置和設備相比,甚至與其他頂級貴賓室相比,品質都不高。
Choice & standard of hand drying facilities 乾手設施的選擇和標準
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. 提供擦手或擦臉的紙巾。如前所述,塑膠自動手巾分配器無法為頂級貴賓休息室提供奢華體驗。
Choice, brand & standard of toilet amenities 廁所設施的選擇、品牌與標準
4
Mouthwash sachets, paper cups, and L'Occitane hand lotion are supplied next to the sinks. 漱口水袋、紙杯和歐舒丹護手霜就放在水池旁。
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. 洗手液似乎是塑膠分配器中使用的普通品牌,缺乏我們所期望的品質。不清楚為什麼這裡沒有提供歐舒丹洗手液。
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. 沒有明顯的客戶回饋系統,但儘管如此,洗手間似乎得到了工作人員的高度關注,因此並不一定需要這樣做。
Location & accessibility of PRM toilet facilities PRM 廁所設施的位置和可及性
The lounge does not provide a separate PRM toilet facility in the lounge. 休息室內沒有單獨的 PRM 廁所設施。
Standard of PRM toilet facilities PRM 廁所設施標準
There is no PRM facility in the lounge therefore no rating is applied here. 休息室內沒有 PRM 設施,因此沒有評級。
Section Rating 科室評級
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 淋浴預訂和排隊系統
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. 預訂系統非常簡單,旅客只需在前台提出申請即可使用。工作人員會親自到休息室找到乘客,提供更個人化的服務。
Waiting times for showers 淋浴等候時間
4.5
Showers were available immediately to passengers when the lounge was attended. 當休息室有人時,乘客可以立即使用淋浴。
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. 有一個淋浴室,似乎足以滿足目前的容量和需求。淋浴時間限制為 20 分鐘,淋浴室內安裝有時鐘,幫助乘客監控時間。
Standard of water pressure & temperature 水壓和水溫標準
The water pressure is adequate but not particularly strong. Water temperature is good and remained stable throughout when tested. 水壓充足,但不是特別大。水溫良好,測試時始終保持穩定。
Size of shower facilities & changing area 淋浴設施和更衣區的面積
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. 淋浴間呈長方形,大小適中。這裡有一個獨立的更衣區,配有凳子和足夠的空間來打開一個小手提箱。淋浴、水槽和廁所區域是完全封閉和私密的。總的來說,淋浴室的大小適中。
Standard of shower, sink & WC facilities 淋浴、水槽和衛生間設施的標準
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. 裝置和設備的標準很高,安裝品質也符合標準。盥洗室是亞洲風格的,因此有完整的坐浴盆系統。水槽面積大,檯面空間充足。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. 淋浴間本身配備了一個中等大小的淋浴噴頭,有三個出水口和一個較小的輔助出水口,以及方便使用者使用的控制器。淋浴區的內部瓷磚鋪設品質適中。在灌漿或密封膠處沒有發現黴菌。
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. 氣流偏弱,但我們認為這能滿足淋浴的要求。
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. 淋浴區有三個歐舒丹品牌的大瓶洗髮精、護髮素和沐浴露。洗臉池旁的密封袋中也提供單獨的盥洗用品。
These include - cotton pads, razor, shave gel, shower cap, mouthwash, hairbrush, toothbrush, hand lotion. Two hairdryers are supplied for some reason. 其中包括:化妝棉、刮鬍刀、刮鬍膏、浴帽、漱口水、梳子、牙刷、潤手液。由於某種原因,還提供了兩個吹風機。
Overall, the standard of amenities is very good and will meet the needs of almost all passengers. 總體而言,這裡的設施標準非常高,幾乎可以滿足所有乘客的需求。
Choice & standard of towels 毛巾的選擇與標準
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、數量和重量都不錯。提供了一塊品牌 EVA 浴墊、一塊面巾和兩塊不同尺寸的毛巾。塑膠包裝可以改變,以提供更永續的選擇
Section Rating ..... 4.33 科室評級 .....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 兒童遊戲室標準 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. 該設施沒有兒童遊戲室。雖然我們可能不會期望在最豪華的休息室為兒童提供一個完全專用的區域,但類似於機上提供的小型著色和貼紙工具包會有助於讓兒童玩得開心。
Excellent cleanliness observed for the shower units, and this is not a factor for any change for user-to-user changes. 淋浴設備的清潔度極佳,這不會影響使用者之間的任何變更。
Abstract 摘要
Section Rating 科室評級
Cleaning & Maintenance
C Class 清潔與維護 C 級
Visibility of cleaning staff 清潔人員的能見度
4.5
Staff are visible through the lounge and these personnel display a high degree of actual proactivity during peak periods. 透過休息室可以看到工作人員,這些人員在高峰期表現出高度的實際主動性。
Techniques & efficiency of cleaning staff 清潔人員的技術和效率
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. 清台工作通常由人工完成,無需使用手推車。這有效地減少了對乘客的干擾。一般來說,桌子都是快速擦拭,而不是先噴灑消毒劑再擦拭。
Standard & number of waste & recycling bins 垃圾箱和回收箱的標準和數量
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. 休息室裡有供乘客使用的普通垃圾箱和回收箱,但似乎只設在主自助餐區。
Section Rating 科室評級
LOUNGE - Garden Lounge 休息室 - 花園休息室
Staffed Bar Area
Garden
RATING 有工作人員的酒吧區 花園 評分
Standard & layout of staffed bar area 配備工作人員的酒吧區的標準和佈局
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. 休息室內有一個有人看守的吧台區,乘客也可在此自助服務。吧台檯面的品質很高,所有裝置和設備都堅固耐用。
Staff service standards 員工服務標準
5
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。據觀察,工作人員為顧客精心調製雞尾酒,對細節的關注顯而易見。
Standard of bar & wine list 酒吧和酒單的標準
5
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. 雞尾酒單上的選擇令人印象深刻。它印在紙上,然後放在背光燈前,這很特別。上面沒有 EVA 徽標。我們通常看到的是高品質的卡片式選單或數位螢幕。
Section Rating 科室評級
4.83
Self-Serve Bar Area
Garden
RATING 自助酒吧區 花園 評分
Standard & layout of self-serve bar area 自助吧台區的標準和佈局
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. 自助餐區可自助供應生啤酒和罐裝啤酒,這一點非常好,因為我們也看到自動生啤酒機旁提供了冰鎮啤酒杯。
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、香檳和烈酒似乎都可以在主吧台區自助飲用,因為這些酒都放在架子上或冰桶裡。
Standard & presentation of fridges
4.5
Good presentation of all fridges, and restocked items are also well chilled. 所有冰箱都擺放整齊,重新進貨的物品也冷藏得很好。
Frequency of replenishing self-serve bar area 自助吧台區域的補貨頻率
5
Staff monitoring is generally very capable for these self-service points, and this is achieving a high standard. 工作人員對這些自助服務點的監控能力一般都很強,而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. 該區域的水桶可提供冰塊和青檸片,但不提供檸檬。如果需要,有人值班的吧台區域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. 休息室裡有一台使用 Illy 咖啡豆的咖啡機。這台咖啡機位於自助餐區,可以製作各種咖啡飲品。這些咖啡機生產的咖啡品質上乘,濃淡適宜。
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. 有人值守的吧台旁邊有一個區域,可作為咖啡師點或煎蛋/蛋站。 Skytrax 認為,工作人員咖啡站的營業時間有限,為 08:30-15:00。許多乘客想在 08:30 之前喝上一杯早咖啡。建築本身似乎是臨時/臨時建造的,而非固定設施,這確實降低了該區域的高端視覺吸引力。
Section Rating 科室評級
Glassware & Hot Drink Cups 玻璃杯和熱飲杯
Choice & standard of glassware 5 玻璃器皿的選擇與標準 5
Good sized and quality wine glasses and standard tumblers are available which provides an acceptable choice. 我們還提供大小適中、品質優良的酒杯和標準不倒翁,供您選擇。
Condition & cleanliness of glassware 玻璃器皿的狀態與清潔度
5
The condition and cleanliness of the glassware products is excellent and appears well monitored by the lounge staff. Beer glasses are chilled in fridges. 玻璃器皿產品的狀況和清潔度都非常好,休息室的工作人員似乎也對其進行了很好的監督。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. 短咖啡和長咖啡品種齊全,我們注意到其中包括更傳統的普通話杯。此外,還提供較大的馬克杯,這一點非常好。
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都非常好,而且休息室的工作人員似乎也對其進行了很好的監督。
Section Rating 科室評級
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、混合飲料和軟性飲料的選擇和標準
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. 可供選擇的軟性飲料(可樂、零可樂、雪碧、湯力水、俱樂部蘇打水)還可以接受,但有待改進。一些貴賓室提供更健康的選擇,如 Kombucha、無糖蘇打水和綠色果汁。 Calpis Water 和自助泡泡茶也很受歡迎。
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,有一種特殊品牌的橙汁,還有一種無法辨認的牛奶飲料,可能是豆奶。在這裡貼上標籤會對外國乘客有所幫助。
Choice & standard of beer & brands 啤酒和品牌的選擇與標準
4
Two types of Taiwanese draught beer is available, and this is self-serve. 這裡提供兩種台灣扎啤,而且是自助式的。
Choice & standard of spirits/digestifs & brands 烈酒/開胃酒和品牌的選擇與標準
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. 貴賓休息室的烈酒標準很高,種類繁多,似乎與機上商務艙的烈酒非常相似--例如 Smirnoff Blue、Johnnie Walker Blue Label、Kavlan、Dalmore 12 Year、Glenfiddich 和 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. 瓶裝白酒和紅酒的溫度各不相同。這些葡萄酒質量上乘,數量充足。這裡也供應香檳酒。
Section Rating 科室評級
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 咖啡的選擇和標準
5
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. 咖啡機提供一種品牌的 Illy 咖啡豆。咖啡機可製作拿鐵、卡布奇諾、美式咖啡、特濃咖啡等各種飲品,這些咖啡機製作的咖啡水準非常高。冰箱裡還有罐裝的冰咖啡,味道極佳。同樣,在某些時段也提供咖啡師服務,服務水準也非常高。
Choice & standard of tea 4.5 茶的選擇與標準 4.5
A good range of tea is available covering various "western" and herbal tea choices which suits a broad variety of customers. 茶葉種類繁多,包括各種 "西式 "茶葉和花草茶,適合各種顧客。
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. 除了上述茶和咖啡外,還提供熱巧克力袋裝飲料。
Section Rating 科室評級
4.67
Dining - Self-Service System Garden 餐飲 - 自助服務系統花園
Standard & layout of self-serve buffet 自助餐的標準和佈置
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. 休息室內有自助餐區,標準一般,使用的固定裝置和設備品質良好。每個自助餐廳都有一個傳統的鋼製熱食容器,裡面有熱食。佈局簡單,有效地利用了空間。
Standard of serving dishes & utensils 餐具標準
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. 鋼製餐具的蓋子很容易捲回去,確保食物保持最佳溫度。鋼鉗和鋼湯匙用於盛裝食物。與其他酒廊相比,這兩種餐具的尺寸和品質都相當標準。
Frequency of replenishing self-serve buffet area 自助餐區的補充頻率
No issues were observed related to replenishment of food at this facility. No empty trays, containers, or vessels were observed. 在該設施中沒有發現與食品補充有關的問題。沒有發現空托盤、容器或器皿。
Food labelling & allergen information 食品標籤和過敏原訊息
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. 自助餐櫃檯上有一張 A4 紙大小的告示,上面有基本的過敏原信息,顧客必須詢問工作人員自己的菜餚是否含有某些過敏原。一般來說,我們看到的基本過敏原資訊是以圖示的形式顯示在各個食品標籤上,以方便乘客。
Section Rating 科室評級
4.13
LOUNGE - Garden Lounge 休息室 - 花園休息室
Dining - Self-Service Food Choice 餐飲 - 自助食品選擇
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. 這裡有薯片、混合堅果和混合亞洲零食,種類繁多,非常不錯。
Choice & standard of bread & pastries 麵包和糕點的選擇和標準
5
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. 麵包和糕點種類齊全,菜單上還印有丹後麵包店的標誌。吐司、蔓越莓起司麵包、藍莓貝果、全麥發酵麵包、金子核桃和橘子鳳梨包應有盡有。
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,圖片也比較準確地描述了實際提供的內容。口味當然比較特別,但這也改變了許多貴賓室只提供標準白麵包/黑麵包的做法。
Choice & standard of cold dishes 冷盤的選擇和標準
4
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. 簡約但優質的選擇範圍--這裡的選擇被認為有些基本且缺乏想像。沒有預先準備好的混合沙拉。沒有預先準備好的三明治,這些食品在 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. 早餐和正餐服務之間的選擇重疊,非常吸引人。早餐的選擇非常適合普通話和西方旅客。大多數顧客傾向於在現場點餐。
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,但這裡的菜餚水準極高,而且明顯注重品質。
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、熱地瓜和自助台式漢堡區都是不錯的選擇。
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、冰淇淋或水果片。雖然選擇有限,但這些產品的品質很高。
Self-serve food temperatures
5
We do not encounter any issues with the hot or cold dish items within the lounge. 休息室內的冷熱菜餚沒有任何問題。
Section Rating 科室評級
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 現場烹飪台 - 標準櫃檯
4
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,包括全面操作的烤架等,可透過應用程式進入,在封閉的廚房區域烹調食物。櫃檯區域很小,也很簡陋--不過,顧客無需走近該區域。在餐桌上透過二維碼點餐,食物就會送到您的餐桌上。
Live cooking station - standard & choice of food 現場烹飪台 - 標準和可選食物
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. 根據時間的不同,大約有 12 種菜餚可供選擇。與該地區乃至全球的其他高級貴賓室相比,這裡的食物品質非常高。其中一些菜餚是由米其林星級廚師精心烹製的,因此非常出色。這裡也提供高品質的素食選擇。
Live cooking station - service systems & times 現場烹飪台 - 服務系統與時間
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. 乘客在餐桌上使用二維碼點餐,服務人員會將餐點送到您的餐桌上。根據記錄,服務時間不到 5 分鐘。
Section Rating 科室評級
4.67
Dining - Tableware & Cutlery
Garden 餐飲 - 餐具花園
Choice & standard of tableware 餐具的選擇和標準
5
Tableware consists of China plates and bowls, and these are of a high standard. 餐具包括高標準的瓷盤和瓷碗。
Condition & cleanliness of tableware 餐具的狀況和清潔度
5
All items are in good condition, and the design and branding for these is appealing. 所有物品都完好無損,其設計和品牌也很吸引人。
Choice & standard of cutlery 餐具的選擇和標準
4
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. 堅固的金屬餐具,品質上乘,經過拋光處理。這些餐具沒有棉質餐巾包裹,只能從水壺式容器中取出。在頂級會員休息室,我們可能會期望餐具和餐巾的擺放方式更加高檔。
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. 所有物品都保存完好,設計也很吸引人。
Standard of napkins 餐巾標準
5
Paper napkins are available along with two types of packaged towels. 提供紙巾和兩種包裝毛巾。
Section Rating 科室評級
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) 介紹閱讀材料(硬拷貝)
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. 我們注意到,一些航空公司,如拉達姆航空、阿聯酋航空、漢莎航空正在重新在貴賓室提供硬拷貝讀物,因為這些讀物可以回收,不會對環境造成重大影響。
In-lounge marketing for e-reader service 電子閱讀器服務的室內行銷
4
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. 在書架區的休息室內,電子閱讀器服務的行銷程度很高。這項服務為旅客提供了數百種選擇,而且很容易獲得。
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. 正如機上部分所介紹的那樣,有大量不同語言版本的節目。
Quantity of newspapers available (hardcopy) 報紙數量(硬拷貝)
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. 正如機上部分所介紹的那樣,有大量不同語言版本的節目。
Quantity of magazines available (hardcopy) 可提供的雜誌數量(硬拷貝)
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. 其他航空公司的貴賓室偶爾也會提供機上雜誌或免稅傳單,我們認為,在 2024 年,對於高端航空公司來說,提供實體讀物仍然具有現實意義。
Availability of airline reading materials 提供航空讀物
4
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讀物。
Section Rating 科室評級
LOUNGE - Garden Lounge 休息室 - 花園休息室
WiFi Service WiFi 服務
花園評級
Garden
RATING
WiFi connection information WiFi 連線訊息
4
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. 在休息室的不同位置有許多貼紙,提供明確的故障排除指導。接待人員沒有告知乘客相關流程。
WiFi connection requirements
5 WiFi 連線需求 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. 用戶無需提供個人電子郵件地址或其他註冊資訊。用戶點擊網路即可輕鬆連線。
WiFi connection speed & reliability WiFi 連線速度和可靠性
5
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. 速度測試結果為 26.7 Mbps 下載和 46.5 Mbps 上傳,顯示連線速度非常快。在整個審計期間,服務都很可靠。
Section Rating 科室評級
4.67
Business Facilities 商業設施
Garden 花園
RATING
Internet computer terminals in lounge 5 5 號休息室的網路電腦終端
There is one PC located in the Business Centre area. This was switched on and fully functioning during the audit period. 商務中心區有一台個人電腦。在審計期間,這台電腦已開啟並完全正常運作。
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. 有一台印表機/掃描器一體機,與 相連。不過,目前還沒有關於是否可以透過自己的裝置無線發送文件的資訊。
Meeting & conference facilities 會議設施
There are no meeting rooms or private phone booths at the lounge. 休息室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 整個休息室的電視位置 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,地點也恰到好處。
Channel options & subtitles 4.5 頻道選項和字幕 4.5
Sports are generally shown which is adequately neutral. 體育節目一般都是充分中立的。
Noise intrusion of TV's 電視噪音幹擾
The TVs are kept on silent which is excellent. 電視機保持靜音,這一點非常好。
Section Rating 科室評級
LOUNGE - Garden Lounge 休息室 - 花園休息室
Staff Service 員工服務
Enthusiasm & friendliness 熱情友善
Enthusiasm from staff throughout is good, and staff are typically warm, accommodating and engaged with passengers 工作人員始終保持熱情,對乘客熱情周到,與乘客打成一片
throughout the experience. 在整個體驗過程中。
Hospitality portrayed
4.5 款待描繪 4.5
Staff within the lounge itself have a good degree of training, and this ensures the hospitality delivery is quite polished and professional. 貴賓休息室的工作人員都接受過良好的培訓,這確保了他們的接待服務相當精緻和專業。
Eye contact with PAX 5 與 PAX 5 的目光接觸
Eye contact is good from all staff members, and this is not a factor for any improvement. 所有工作人員的目光接觸都很好,這不是任何改進的因素。
Body language & posture
5
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. 休息室內的工作人員保持著良好的肢體語言,所有第一線工作人員都表現得非常勤奮。工作人員的姿態普遍端正,他們在整個休息室都表現出積極自信的肢體語言。
Service efficiency & skill 服務效率和技能
4.5
Cleaning and F&B staff quietly and diligently go about their business, cleaning areas efficiently. 清潔人員和餐飲服務人員默默地、勤奮懇懇地工作著,有效地清潔各個區域。
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. 自助食品和飲料區的食品定期加滿,清潔人員在休息室各處走動清理餐桌,而不使用手推車,這確實改善了氛圍/幹擾因素。
Service discipline
5
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. 員工之間紀律良好,沒有令人擔憂的問題。員工在顧客面前的言行舉止和敬業精神一貫良好,儀容整潔。
Total interaction with customers 與客戶全面互動
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,重要的是,這種互動從來不會讓人感到勉強。
Language abilities 語言能力
5
English and Mandarin are spoken widely. English comprehension is typically very good amongst front line. 英語和普通話被廣泛使用。前線人員的英語理解能力通常很強。
Section Rating 科室評級
LOUNGE - Garden Lounge 休息室 - 花園休息室
Staff Grooming & Presentation 員工儀容儀表
Standard & consistency of personal grooming 個人儀表的標準和一致性
5
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 女員工都綁著髮髻,看起來很專業。沒有過度使用化妝品或香水/須後水。
Uniform presentation 5
Presentation is excellent during the audit, and this is not a factor for any change. 在審計過程中,演示效果非常好,這不是任何改變的因素。
Use of & visibility of name badges 名牌的使用和可見度
All staff wear name badges, and these are very clear to observe. 所有工作人員都戴著名牌,一目了然。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Lounge Reception & Wayfinding 休息室接待與導覽
Standard of reception area 接待區標準
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. 旅客透過自動門進入。主接待處雖然比較明亮,但標準很高。地面鋪設了米色亮光瓷磚,頭頂的 LED 燈帶提供了充足的光線。接待處有一張大桌子,桌子後面是一面有紋理的特色牆。長榮航空貴賓室的標誌投影在牆上,居中位置恰到好處。
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. 主接待台有三名工作人員。櫃檯由優質材料製成,整體感覺低調而獨特。
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 Star 休息室,右邊是 Infinity 休息室。當您進入這個接待區時,如果您以前沒有來過,實際上並不清楚哪個是休息室。工作人員會告訴您。
Left luggage facilities 左側行李設施
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. 旅客進入休息室後,右側是左側行李區,設有約 20 個儲物櫃。儲物櫃大小適中,可容納 1 個隨身行李。這些儲物櫃只能使用接待人員提供的鑰匙而不是密碼上鎖。
Signage & wayfinding for lounge facilities 休息室的標誌和導覽設施
5
The Infinity lounge does feature some customised maps placed in various locations. These are facility maps clearly detailing what is available for customers. Infinity 貴賓室確實在不同位置放置了一些客製化地圖。這些設施地圖清楚地詳細介紹了顧客可以使用的設施。
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. 整個休息室的指示標誌非常醒目。建築物呈長方形,大小適中,因此無需大量標示。淋浴間、盥洗室和護理區等獨立區域的入口處外牆上都貼有標識,這些標識採用 LED 背光技術,確保清晰可見。
Queue times to enter lounge 進入休息室的排隊時間
5
There is not much in the way of queuing here, and the volume of reception staff mean customers are processed efficiently. 這裡不需要太多的排隊,接待人員的數量意味著顧客可以得到有效的接待。
Lounge entry system 休息室入口系統
Passengers are required to show their boarding pass to be scanned at reception. Only EVA Air Business Class passengers will be granted entry. 旅客須出示登機證,以便接待人員掃描。只有長榮航空商務艙乘客才能進入。
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,一般的歡迎儀式顯得很熱烈。審計人員是在接待人員的陪同下進入休息室的,因此沒有機會受到其他乘客的 "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,在審計期間沒有經歷標準的引入,因此很難對此因素做出準確判斷。
Advice about boarding calls 5 關於登機電話的建議 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. 我們會為乘客提供登機通知的建議,並告知乘客休息室的登機口位置。此外,貴賓室內還設有提示牌,顯示貴賓室內沒有登機通知。
Enthusiasm & friendliness 熱情友善
4
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了良好的熱情和友好。
Handling departure delays 處理出發延誤
This aspect was not experienced. 這方面的經驗不足。
Language abilities
5 語言能力 5
Good English language standards, and staff always automatically revert to English where needed. 良好的英語語言標準,工作人員在需要時總是自動轉為英語。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Flight Information & PA System Infinity
RATING 航班資訊和擴音系統 Infinity RATING
Location of flight information screens 航班資訊螢幕的位置
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. 整個休息室都有許多 FIDS 供乘客查看,這些 FIDS 安裝在與視線平齊的適當位置以及主接待台後面。
Standard of lounge PA system 休息室擴聲系統的標準
No PA were noted in the Infinity lounge. 在 Infinity 休息室沒有發現 PA。
Intrusion from lounge PA system 休息室擴音系統入侵
This is a silent lounge and therefore intrusion is minimal 這是一個靜音休息室,因此幹擾很小
Section Rating 5.00 部門評等 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. 休息室內部明亮而現代,以淺色調為主,給人更大的空間感。休息室的佈局大致呈長方形,不同的座位區域被適當分隔開來。休息室的一整面都是玻璃,但只面向空側空間的內部。與花園相比,休息室內幾乎沒有花槽,但這是可以接受的,因為座位空間似乎是優先考慮的。人工照明很明亮。總之,目前的設計很吸引人,很好地利用了空間和人工照明來彌補自然光的不足。
Design & visual interest of seat layout 座椅佈局的設計和視覺效果
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,而且數量充足。各種座椅之間仍有足夠的空間。此休息室的家具品質優良、堅固耐用,各種座椅之間也有一定的差異。這裡有扶手椅、私密椅和一些標準座位區。休閒座椅和商務座椅在這裡得到了很好的平衡,可以滿足不同乘客的需求。我們注意到這裡提供了強大的座椅充電功能,包括 USB-Type C。
Standard of lounge furnishings 休息室家具標準
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. 我們認為長榮航空在整個休息室的裝飾和設備方面越來越具有創造性和藝術性。
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. 地板大部分是地毯,這有助於隔音,但也有一些地方鋪設了瓷磚。這裡的地板品質很高,使用的材料經久耐用。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Lounge Ambience ..... Infinity 休息室氛圍 ....無限
General ambience of lounge
4.5 休息室的整體氛圍 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. 休息室在上午高峰時段會非常繁忙。不過,即使在接近飽和時,休息室也不會很吵鬧。主用餐區的自助餐區可能會很擁擠,但這裡沒有什麼大問題。整體而言,由於選用了色彩方案、家具和明亮的人工照明概念,這裡的環境乾淨舒適。
Mobile phone policy & noise nuisance 4.5 行動電話政策與噪音滋擾 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行動電話政策,也沒有單獨的隔間供乘客打私人電話。
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. 休息室的溫度為乘客提供舒適涼爽的環境。
Section Rating 科室評級
4.67
Lounge Views & Lighting 休息室景觀和照明
External views throughout the lounge 整個休息室的外部景觀
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,由於整個航站樓基礎設施的原因,貴賓休息室的一個主要缺點是缺乏停機坪或跑道景觀。
Natural daylight inside the lounge 休息室內的自然光
There is very little in the way of natural light. 自然光很少。
Standard & ambience of artificial lighting 人工照明的標準和氛圍
5
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. 所有休息室的人工照明效果都非常好。設計師充分利用了檯燈、射燈和筒燈,為休息室營造出愉悅的氛圍。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Seating Overview 座椅概覽
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. 這裡有標準椅子、小型餐廳/工作間和各種扶手椅可供使用。此外,還有一組工作站--這些座位的需求非常大。
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. 整體而言,座椅的標準很高,狀況良好。所有座椅看起來都很新,因此視覺效果非常吸引人。椅子由各種耐用材料製成,可以輕鬆擦拭乾淨或用鋤頭打掃。
Layout & privacy of seating 座位佈局和隱私性
4
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"無限"貴賓室中的翼形座位模組提供了一定程度的私密性,但整個貴賓室的私密性非常有限,而且與2024 年的其他航空公司相比,貴賓室中的座位概念或私人包間概念缺乏屏風。
Seat power choice, utility & volume 座椅動力選擇、實用性與容積
5
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. 休息室內的插座數量很多,分佈在所有座位區。幾乎所有座位都有插頭,一般包括標準 USB 插頭、USB C 插頭和一個通用插頭。
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. 我們也注意到,一些新的候機室正在提供非接觸式充電板,以減少乘客從行李中尋找電纜的需要。
Seat availability & capacity management 座位供應和容量管理
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. 星期一早上 8:00 的座位非常有限。為了確保座位得到最大限度的利用,有兩個座位的用餐區只能保留給兩個人。同樣,較大的餐桌也只提供給團體用餐,這在一定程度上緩解了座位緊張的狀況。
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. 休息室內男女廁所各一套。男廁有 6 個獨立小便池、4 個隔間和 4 個洗手池,對於目前的客流量來說已經足夠。
Standard of toilet design, fixtures & fittings 廁所設計、裝置和設備的標準
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、裝置和設備標準都達到了極高的品質水平,現代的外觀與更寬敞的休息室美學相一致。這裡似乎沒有任何適合較小兒童使用的坐便器或階梯。
Choice & standard of hand drying facilities 乾手設施的選擇和標準
Paper towels are provided for hand or face drying and this is acceptable. 提供紙巾擦手或擦臉是可以接受的。
Choice, brand & standard of toilet amenities 廁所設施的選擇、品牌與標準
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. 與花園酒店相比,這裡的設施較為有限,這也是可以理解的。洗手液似乎是塑膠分配器中使用的普通品牌,缺乏我們所期望的品質。
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. 沒有明顯的客戶回饋系統,但儘管如此,洗手間似乎得到了工作人員的高度關注,因此並不一定需要這樣做。
Section Rating 科室評級
4.75
PRM Toilet Facilities
Location & accessibility of PRM toilet facilities PRM 廁所設施的位置和可及性
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. 候機廳內確實設有獨立的公共廁所。這些設施完全無障礙,而且我們進一步強調了航站內設施的完善程度。
Standard of PRM toilet facilities PRM 廁所設施標準
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. 設施的標準是合適的,因為有各種扶手,而且門是自動的。這裡似乎沒有警報繩或造口處理裝置。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Showers 淋浴
無限評級
Infinity
RATING
Booking & queue system for showers 淋浴預訂和排隊系統
4.5
Passengers are required to register at reception for a shower. It is unclear if there is a beeper system or similar. 乘客必須在接待處登記才能淋浴。目前還不清楚是否有呼叫器系統或類似系統。
Waiting times for showers
4 淋浴等候時間 4
During a relatively peak period of use for the lounge, waiting time is measured at approximately 15 minutes. 在休息室使用相對高峰期,等候時間約 15 分鐘。
Shower facility capacity 淋浴設施容量
4
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. 考慮到淋浴設施必須同時滿足兩個休息室的需求,高峰期的使用率還算可觀。淋浴室共有四間,似乎剛好能夠滿足目前的容量和需求。入口處有一個電子螢幕,每個淋浴間都有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。建議在此安裝時鐘或計時裝置。
Standard of water pressure & temperature 水壓和水溫標準
4.5
There are no issues with the water pressure or temperature during the audit, and these all function as expected. 在審核過程中,水壓和水溫都沒有出現任何問題,所有這些功能都符合預期。
Size of shower facilities & changing area 淋浴設施和更衣區的面積
5
There is adequate space for luggage in the shower facilities, and this includes acceptable space for changing. 淋浴設施內有足夠的空間放置行李,包括可接受的更衣空間。
Standard of shower, sink & WC facilities
4.5 淋浴、水槽和衛生間設施標準 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. 淋浴設施標準很高,包括衛生間和洗臉池,還有行李存放處和長凳。瓷磚鋪設和裝飾標準也很高。淋浴屏是實心玻璃滑動的。盥洗室是亞洲式的,因此有完整的坐浴盆系統。這些設施似乎是最近翻新的。
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,我們認為這能夠滿足淋浴的要求。
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精、護髮素和沐浴露。洗臉池旁還提供密封包裝的單獨洗浴用品,其中包括:化妝棉、剃須啫咖哩、浴帽、漱口水、梳子、牙刷:化妝棉、剃須啫咖哩、浴帽、漱口水、梳子、牙刷、潤手液。前台可應要求提供刮鬍刀。
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. 飯店提供一個品牌 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以及大小都普通。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 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. 無限休息室提供嬰兒換尿布設施,這些設施達到了 2024 年的可接受標準。
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樂設施,而這項設施可以為休息室提供一個更適合家庭的環境,同時也可以隔離可能來自年輕旅客的干擾。
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,清潔度也很高。如前所述,休息室最近進行了翻修,所以條件非常好。
Seating - cleanliness & condition 座椅 - 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. 座位和座位區非常乾淨,保管人員很好地關注了座位下方、桌子和座位內的污物陷阱,達到了很高的清潔度。
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. 當我參觀休息室時,小型自助餐廳和用餐區保持著高度的清潔。看到工作人員定時保持清潔整齊。各種裝置和設備的狀況良好,自助餐區所用物品的品質也夠好。
Toilets - cleanliness & condition 廁所 - 清潔度和條件
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,所有裝置和設備均處於良好狀態,工作正常。該設施不存在氣流不暢或異味問題。
Showers - cleanliness & condition 淋浴 - 清潔度和條件
5
Excellent cleanliness observed for the shower units, and this is not a factor for any change. 觀察到淋浴設備的清潔度非常好,這不是任何改變的因素。
Section Rating
4.80 部門評級 4.80
Cleaning & Maintenance 清潔與維護
Visibility of cleaning staff 清潔人員的能見度
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. 儘管工作人員在清理乘客物品時的實際積極性不盡相同,但在休息室裡還是能看到工作人員的身影,而且在高峰期的效率還有待提高。
Techniques & efficiency of cleaning staff 清潔人員的技術和效率
Generally, a table was cleared within a few minutes of being vacated and this is performed quietly. 一般來說,一張桌子在騰空後幾分鐘內就會被清理乾淨,而且是悄無聲息地進行的。
Standard & number of waste & recycling bins 垃圾箱和回收箱的標準和數量
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,大多數垃圾桶都用於回收,並向乘客進行了良好的宣傳。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Self-Serve Bar Area
Infinity
RATING 自助酒吧區 Infinity Rating
Standard & layout of self-serve bar area 自助吧台區的標準和佈局
4
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. 自助餐區的冰箱裡有罐裝啤酒以及葡萄酒、氣泡白酒和烈酒。物品擺放整齊,極具吸引力。
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. 自助餐區有一個大型飲料冰箱。這些冰箱非常乾淨,存貨充足。這些設備品質優良,經久耐用,能使飲料保持適當的冷度。
Frequency of replenishing self-serve bar area 自助吧台區域的補貨頻率
Staff monitoring is generally very capable for these self-service points, and this is achieving a high standard. 工作人員對這些自助服務點的監控能力一般都很強,而且達到了很高的標準。
Ice & garnishes 冰塊和裝飾品
4
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. 雖然可以提供冰塊和檸檬,但休息室裡沒有提供更精緻的裝飾品,這降低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,每台咖啡機使用不同的咖啡豆。這些咖啡機位於自助餐區,可製作各種咖啡飲品。這些咖啡機生產的咖啡品質上乘,濃淡適宜。
Section Rating 科室評級
Glassware & Hot Drink Cups 玻璃杯和熱飲杯
Choice & standard of glassware 玻璃器皿的選擇與標準
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,有不同類型的玻璃杯可供選擇。不倒翁、啤酒杯和小酒杯一應俱全。
Condition & cleanliness of glassware 玻璃器皿的狀態與清潔度
The condition and cleanliness of the glassware products is excellent and appears well monitored by the lounge staff. 玻璃器皿產品的狀況和清潔度都非常好,休息室的工作人員也對其進行了很好的監督。
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. 咖啡方面,有兩種熱飲用陶瓷杯。一種是 "美式咖啡 "杯,另一種是標準的濃縮咖啡杯。此外,也提供較大的茶杯。
Condition & cleanliness of hot drink cups 熱飲杯的狀況和清潔度
5
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都非常好,而且休息室的工作人員似乎也對其進行了很好的監督。
Section Rating 科室評級
Bar Product Infinity 酒吧產品無限
Choice & standard of juices, mixers & soft drinks
4.5 果汁、混合飲料和軟性飲料的選擇和標準 4.5
The lounge offers the same selection of drinks to the Garden lounge, and this provides passengers with a good choice. 貴賓室提供與花園貴賓室相同的飲品,為乘客提供了豐富的選擇。
Choice & standard of beer & brands 4 啤酒與品牌的選擇與標準 4
Two types of Taiwanese beer are available, and this is self-serve, and these are of a good quality. 這裡提供兩種台灣啤酒,都是自助式,品質優良。
Choice & standard of spirits/digestifs & brands 烈酒/開胃酒和品牌的選擇與標準
4
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. 這裡有多種產品可供選擇,與花園貴賓室相比,這裡的品牌屬於中等程度。這裡的烈酒包括斯米諾夫(Smirnoff)、尊尼獲加紅牌(Johnnie Walker Red Label)、卡夫蘭(Kavlan)、吉姆-比姆(Jim Beam)、干邑(Cognac)和孟買藍寶石( Bombay Sapphire)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. 瓶裝白酒和紅酒的溫度各不相同。這些葡萄酒質量上乘,數量充足。這裡也供應阿爾伯特-勒布倫香檳。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Hot Drink Product Infinity
RATING 熱飲產品 Infinity Rating
Choice & standard of coffee 咖啡的選擇與標準
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. 咖啡機可提供兩種品牌的咖啡豆。咖啡機可製作拿鐵、卡布奇諾、美式咖啡、特濃咖啡等各種飲品,而這些咖啡機製作的咖啡品質非常好。
Choice & standard of tea 茶葉的選擇和標準
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. 休息室有多種茶葉可供選擇。其中包括高品質的台灣茶和 Twinings 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. 這裡有熱巧克力粉袋作為替代品。
Section Rating 科室評級
Dining - Self-Service System 餐飲 - 自助服務系統
Standard & layout of self-serve buffet 自助餐的標準和佈置
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. 自助餐區的標準一般,使用的固定裝置和設備品質優良。自助餐廳內擺放著傳統的鋼製熱食容器,每個容器內都裝有各種熱食。佈局簡單,有效地利用了空間。雖然這裡的佈局可以接受,但服務點很繁忙,偶爾會出現擁擠現象。
Standard of serving dishes & utensils 餐具標準
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. 餐具的加熱元件似乎設定適當,熱食保持在適當的溫度。整個餐廳的通道和蓋子都有良好的衛生保護措施。使用鋼鉗和鋼湯匙盛裝食物。與其他休息室相比,它們的尺寸和品質都相當標準。
Frequency of replenishing self-serve buffet area 自助餐區的補充頻率
4.5
No issues were observed related to replenishment of food at this facility. No empty trays, containers, or vessels were observed. 在該設施中沒有發現與食品補充有關的問題。沒有發現空托盤、容器或器皿。
Food labelling & allergen information 食品標籤和過敏原訊息
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. 還可以採取更多措施,以清晰可見的方式顯示過敏原和整體成分。目前,乘客必須向工作人員了解每道菜的成分。
Section Rating 科室評級
4.00
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Dining - Self-Service Food Choice 餐飲 - 自助食品選擇
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. 在自助餐區可以看到成袋的薯片和堅果,這些都是上好的食物。不過,這些食品的選擇比較單一。
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. 在麵包和糕點方面,我們提供一系列基本的麵包和糕點。
Choice & standard of cold dishes
4 冷盤的選擇與標準 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. 休息室內的沙拉吧提供基本的沙拉:番茄、橄欖、火腿、甜角、雞蛋片、小黃瓜、沙拉葉、葡萄乾、帕瑪森起司。我們在其他高級貴賓休息室看不到預先準備好的沙拉。這裡沒有預先準備好的三明治。
Choice & standard of hot dishes - breakfast 熱菜的選擇和標準 - 早餐
4
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. 早餐和正餐服務之間的選擇重疊,非常吸引人。由於粥是最受歡迎的菜餚,因此這些選擇更適合亞洲而非國際旅客。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. 休息室在上午時段開放。
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、優格或水果片。草莓奶油捲、焦糖堅果塔和綠茶綠松石是供應的糕點。這些產品的品質都很高。
Self-serve food temperatures
4.5
There are no issues of concern related to food temperatures at the Infinity lounge. Infinity 餐廳的食品溫度沒有令人擔憂的問題。
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. 餐具包括瓷盤和瓷碗,這些都是高標準的餐具。與其他一些休息室相比,這些餐具通常更加精緻華麗,還有一些帶有花紋的杯子。
Condition & cleanliness of tableware 餐具的狀況和清潔度
5
All items are in good condition, and the design and branding for these is appealing. 所有物品都完好無損,其設計和品牌也很吸引人。
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. 堅固的金屬餐具,品質上乘,經過拋光處理。同樣,這些餐具只能從水壺式容器中取得。
Condition & cleanliness of cutlery 餐具的狀況和清潔度
5
All items are in good condition, and the design for these is appealing. 所有物品都保存完好,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,我們希望在這裡也能看到包裝好的毛巾。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Reading Materials 閱讀材料
無限評級
Infinity
RATING
Presentation of reading materials (hardcopy) 介紹閱讀材料(硬拷貝)
3.5
No hardcopy newspapers or magazines are available at this lounge and EVA strongly promotes their e-reader service now. 該休息室不提供硬拷貝報紙或雜誌,長榮航空現在大力推廣其電子閱讀器服務。
In-lounge marketing for e-reader service 電子閱讀器服務的室內行銷
4.5
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. 在書架區的休息室內,電子閱讀器服務的行銷程度很高。這項服務為旅客提供了數百種選擇,而且很容易獲得。
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. 這裡有許多報紙,可以滿足絕大多數旅客的需求。
Quantity of newspapers available (hardcopy) 報紙數量(硬拷貝)
Physical newspapers are not provided. 不提供實體報紙。
Choice of magazines
5 雜誌選擇 5
The choice of magazines is similarly excellent with a wide range of titles available in various languages. 雜誌的選擇也同樣出色,各種語言的雜誌應有盡有。
Quantity of magazines available (hardcopy) 可提供的雜誌數量(硬拷貝)
No hardcopy magazines are provided. 不提供硬拷貝雜誌。
Availability of airline reading materials 提供航空讀物
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讀物
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
WiFi Service WiFi 服務
無限評級
Infinity
RATING
WiFi connection information WiFi 連線訊息
4
Provided clearly for and there are numerous stickers located in various places in the lounge and troubleshooting guidance. 在休息室的各個地方都貼有大量貼紙,並提供故障排除指導。
WiFi connection requirements
4 WiFi 連線需求 4
Users are not required to provide personal email addresses or other information for sign up. Users click on the network and can connect easily. 用戶無需提供個人電子郵件地址或其他註冊資訊。用戶點擊網路即可輕鬆連線。
WiFi connection speed & reliability WiFi 連線速度和可靠性
5
Speeds are comparable to the Garden lounge, and this delivers a strong service to users. 速度與花園休息室不相上下,為用戶提供了強大的服務。
Section Rating 科室評級
Business Facilities 商業設施
Internet computer terminals in lounge 休息室內的網路電腦終端
5
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. 休息室內有一個單獨的商務中心,配備了三台個人電腦終端機和一台印表機。在審計期間,所有設備都已開啟並完全正常運作。
Printer facilities 印表機設施
5
There is one combined printer/scanner machine, and this is connected to the computers. 有一台印表機/掃描器一體機,與電腦連接。
Meeting & conference facilities 會議設施
None available and no private phone booths are installed. 沒有,也沒有安裝私人電話亭。
Section Rating 科室評級
4.5
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
TV Facilities 電視設施
Location of TVs throughout lounge 休息室各處電視的位置
5
There are numerous TVs in the lounge, and these are appropriately located. 休息室裡有許多電視,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. 一般會播放體育頻道和新聞頻道,這些頻道都是適當中立的。
Noise intrusion of TV's 電視噪音幹擾
The TVs are kept on silent which is excellent. 電視機保持靜音,這一點非常好。
Section Rating 科室評級
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Staff Service 員工服務
Enthusiasm & friendliness 熱情友善
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. 在整個體驗過程中,工作人員的熱情都很高,他們通常都很熱情、通融,並與乘客互動。
Hospitality portrayed 接待描繪
4.5
Staff within the lounge itself have a good degree of training, and this ensures the hospitality delivery is quite polished and professional. 貴賓休息室的工作人員都接受過良好的培訓,這確保了他們的接待服務相當精緻和專業。
Eye contact with PAX 5 與 PAX 5 的目光接觸
Eye contact is good from all staff members, and this is not a factor for any improvement. 所有工作人員的目光接觸都很好,這不是任何改進的因素。
Body language & posture
5
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. 休息室內的工作人員保持著良好的肢體語言,所有第一線工作人員都表現得非常勤奮。工作人員的姿態普遍端正,他們在整個休息室都表現出積極自信的肢體語言。
Service efficiency & skill 服務效率和技能
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 工作人員默默地、勤勤懇懇地做著自己的工作。自助食品和飲料區的食品和飲料定時加滿,工作人員在高峰期的工作也很出色。清潔人員也大多以專業的態度在休息室內來回穿梭。
Service discipline
5
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. 長榮航空貴賓室的工作人員在各方面都表現出良好的紀律。他們的清潔工作做得很好,在客人面前的言行舉止和敬業精神始終如一,而且儀容整潔。
Total interaction with customers 與客戶全面互動
4.5
There is an acceptable level of interaction, and this is comparable to most other lounges. 這裡的互動程度可以接受,與大多數其他休息室不相上下。
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. 在自助餐區,工作人員可以更積極主動地幫助遇到困難的乘客,在這方面,個人化服務的水平還可以再提高一些。
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 科室評級
4.63
LOUNGE - Infinity Lounge 休息室 - Infinity 休息室
Staff Grooming & Presentation 員工儀容儀表
Standard & consistency of personal grooming 個人儀表的標準和一致性
5
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 EVA 休息室一樣。女員工的頭髮都紮得整整齊齊,給人一種專業的感覺。沒有過度使用化妝品或香水/須後水。接待/禮賓人員和保管人員有不同的製服。
Presentation is excellent during the audit, and this is not a factor for any change. 在審計過程中,演示效果非常好,這不是任何改變的因素。
Use of & visibility of name badges 名牌的使用和可見度
All staff wear name badges, and these are very clear to observe. 所有工作人員都戴著名牌,一目了然。
Section Rating 科室評級
TRANSFER 轉帳
Transfer Arrival Service 接送抵達服務TPERATING 評分
Meet & greet service - short connection 迎送服務 - 短途接駁
5
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. 抵達台北時,空中橋樑上有工作人員協助轉機。這裡清楚地使用姓名和印刷品。
Meet & greet service - premium PAX
4
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. 如有需要,可安排工作人員隨行,快速通道的安檢或出入境手續費用有限。這就使得隨行工作人員的角色變得相當多餘,因為這裡沒有額外的便利性。
Standard of flight information assistance 航班資訊協助標準
4
Flight information is typically available at the gate for short transfer customers, but otherwise, the FIDS units are positioned at key decision making points. 航班資訊通常在登機口提供給短程轉機旅客,除此之外,FIDS 設備都放置在關鍵決策點。
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. 雖然位於安檢程序之後,但在航站樓的明顯位置。在轉機高峰期,轉機點入口附近有大量巡迴工作人員,這一點很有正面意義。
Signage & branding 標誌和品牌
5
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. 該設施的標誌非常醒目,長榮航空藉此機會在這一區域適度使用了品牌標誌。櫃檯後面的牆上有一個明亮的綠色 LED 標誌,背光顯示 "長榮航空"。此外,還有一大片牆壁完全是綠色的,上面印有 "Transfer "品牌。
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. 每個櫃檯上方都有顯示長榮航空和星空聯盟標誌的顯示器。此外,還有工作人員在重要位置舉著 "轉乘所有長榮航班 "的牌子,進一步確保旅客的正確方向。
The presentation and condition of counters is meeting a good quality level, and not a factor for change. 計數器的外觀和狀況達到了良好的品質水平,不會成為改變的因素。
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. 這裡有一大片櫃檯,而且人手充足。有一條單獨的通道供高端旅客使用。就目前的乘客量而言,目前的分配肯定是足夠的。
Standard & exclusivity of premium counter 高級櫃檯的標準和獨特性
The counter features a carpeted area to distinguish it from the standard counters. Beyond this no premium concepts were observed. 櫃檯上舖有地毯,以區別於標準櫃檯。除此之外,沒有發現任何高級概念。
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,該設施的繁忙程度適中。有一些 Tensa 障礙物用於在需求量大時組織乘客,這些障礙物組織得當。工作人員的配備水準很高,以確保乘客不斷移動,不會造成區域擁擠。
Queue times 排隊時間
No queue wait time during peak arrival period.
PRM accessibility & facilities PRM 無障礙環境與設施
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. 在該設施沒有看到單獨的殘疾人轉運櫃檯。轉運台的位置很高,工作人員幾乎無法看到轉運台的上方,因此乘坐輪椅的殘疾人在這裡會有困難。
Fast-track security facility 快速安全設施
There is no fast track security for transferring premium passengers. 對於轉機的高端旅客,沒有快速安檢通道。
Transfer CUSS kiosk location(s), layout & capacity 轉運站的位置、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 設備無法使用,而荷蘭皇家航空公司、西班牙國家航空等一些航空公司在中轉空間提供設備,以方便座位變更/添加 FFM 資訊等。
Section Rating 科室評級
ARRIVAL 抵達
Arrival Service ..... TPE
Visibility of ground staff in the terminal 5 地勤人員在航站內的能見度 5
Visible in the immediate gate area for delays/short connections, and there remains very good assistance available. 在緊鄰登機口的區域可以看到航班延誤/轉機時間短的情況,而且仍然可以提供很好的幫助。
Standard of ground staff service 地勤人員的服務標準
5
The staff on the ground at TPE are well trained and efficient, delivering a high level of service quality. TPE 的工作人員訓練有素,工作高效,服務品質高。
Fast-track immigration facility 快速移民通道
Not available and TPE remains behind other major international airports by not having this facility. 不具備該設施,TPE 仍落後於其他主要國際機場。
Section Rating 科室評級
ARRIVAL 抵達
Baggage Reclaim TPE
Baggage delivery times 5 行李運送時間 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. TPE 的行李運送時間非常短,達到了高品質的服務水準。經現場測試,行李可在抵達登機口後 25-30 分鐘內送達。
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,為候車乘客提供更多資訊。現在有三種顏色編碼的類別。
Priority baggage delivery times & service format 優先行李運送時間和服務形式
5
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,優先行李會先送到台北的行李提取處。隨後是高級經濟艙行李。這項制度在台北機場得到了很好的執行。
Visibility of ground staff in baggage reclaim 地勤人員在行李提取處的能見度
5
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巡迴工作人員協助人們解決各種問題
Standard of staff service in baggage reclaim 行李提取處工作人員的服務標準
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. 在東京機場,行李提取處的地勤人員水準很高。據觀察,工作人員將行李箱重新擺放在輸送帶上,把手朝前,以方便乘客將行李提走。
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提走,並整齊地堆放在旅客處。穿著制服的工作人員還可以幫助旅客解決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. 行李提取大廳共有五個行李查詢櫃檯,在觀察期間,其中四個櫃檯都有人值班。其中三個是標準櫃檯,一個是高級櫃檯,有單獨的排隊區和地毯區。行李提取處的標識很醒目,很容易找到。
Lost baggage self-serve reporting systems 行李遺失自助報告系統
There are no self-serve lost baggage machines located in the reclaim hall. 領取大廳內沒有自助式行李遺失處理機。
Section Rating 科室評級
BOARDING 登機
Boarding Gate PA Announcements TPE 登機口 PA 公告 TPE
Pre-boarding PA content & timing 5 上崗前 PA 內容與時間安排 5
Approximately 5-10 minutes before boarding commences there are live PA stating the boarding group process. These are in English and Mandarin. 在登機開始前約 5-10 分鐘,會有現場擴音廣播說明登機組的流程。廣播語言為英語和普通話。
Pre-boarding is reserved for PRM and expectant mothers or others with disabilities. This generally commences 5-10 minutes before main boarding. 預登船是專為殘疾人士、孕婦或其他殘疾人準備的。一般在主要登船時間前 5-10 分鐘開始。
Boarding PA content & timing 登機 PA 內容和時間安排
5
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的乘客登機廣播內容都非常一致。
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. 預登機完成後,擴音設備將以 1-5 號登機區宣布乘客登機。前幾個區域一般間隔 3-4 分鐘,視乘客數量而定。
PA clarity, duration & frequency PA 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. 在審計過程中,感覺擴音廣播的音量還可以,而且在檢查時,這些廣播的音訊標準也很高。
PA language choices 4 PA 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,審核期間不提供其他語言選擇。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所幫助。
PA consistency PA 一致性
The PA content and timing is consistent when checked during the audit, and no change is required here, 在審計過程中檢查時,PA 的內容和時間安排是一致的,因此無需修改、
Use of live PA.v. pre-recorded PA 使用現場 PA.v. 預錄 PA
5
Most announcements are performed live during the audit, and standards here are acceptable. 大多數公告都是在審核期間現場發布的,這裡的標準是可以接受的。
Section Rating 科室評級
4.75
BOARDING 登機
Boarding Gate Organisation 登機口組織
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. 登機口的標誌和品牌基本上保持一致,總是在航班起飛前很早就設定好。
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 大量使用品牌柱,工作人員只需管理兩條線路。櫃檯後面通常有兩個獨立的背光固定標誌,分別顯示商務艙(飛機前部)和經濟艙(飛機中部/後部)。這些標誌醒目、明亮,從很遠處就能看到
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. 整體而言,排隊系統和登機乘客管理的組織水準非常高。 Tensa 隔離柵用於調節人流,但一般情況下,乘客都會遵守規定,等待其所在組別被叫到前面。
Queues are further managed by roaming staff throughout the gate area, who also carry out boarding card checks. 整個登機口區域的巡迴工作人員負責進一步管理排隊情況,他們也負責檢查登機證。
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好,不會讓乘客過早排隊,因此等待時間有限,通常在 20 分鐘內即可登機。
PRM accessibility
Dedicated channels are clearly provided for PRM only, and pre-boarding is completed consistently. 明確為 PRM 提供專用通道,並始終如一地完成預登機。
Standard & number of cabin baggage guides 機艙行李指南的標準和數量
4
Limited guidance and information at the gate area, but this is generally managed in the check-in area before departure. 在登機口區域提供的指導和資訊有限,但一般都在出發前在報到區進行管理。
Section Rating 科室評級
BOARDING 登機
Boarding Systems 登機系統
TPE
RATING 評分
PRM & family pre-boarding system PRM 與家庭登機前系統
5
PRM and family pre-board and are announced to board before any other category of passenger. PRM 和家屬預登機,在任何其他類別乘客之前宣布登機。
Business, FFM boarding system 業務,FFM 登機系統
5
Passengers travelling Business Class with frequent flyer status can board with priority at Zone 1/A. 搭乘商務艙並擁有飛行常客身分的旅客可在 1/A 區優先登機。
Zone 1/A - Business Class, Diamond/FFP. 1/A 區 - 商務艙,鑽石級/FFP。
Economy Class boarding system 經濟艙登機系統
5
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. 分區系統佈局合理,空間寬敞,乘客似乎能夠在這裡自行組織起來,工作人員也能很好地了解情況。雖然該系統在紙面上看似複雜,但實施起來卻很容易。沒有身分的特等經濟艙旅客不能優先登機。
Section Rating 科室評級
BOARDING 登機
Boarding Staff Service TPE RATING 寄宿員工服務 TPE 評分
Service efficiency 服務效率
5
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. 長榮航空繼續提供卓越的程序效率,我們強調其積極主動的姿態、使用壓膜標誌指示登機區域以及與乘客的良好互動。
Enthusiasm & friendliness 熱情友善
5
Very good and professionalism is excellent here. 這裡的服務非常好,專業也很強。
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. 工作人員能夠熟練雙語,這些互動也不會太繁瑣。
Customer name usage
4 客戶名稱用法 4
Name usage is not consistently applied during the boarding procedure. 在辦理登機手續時,姓名用法不一致。
Handling departure delays 處理出發延誤
Where small delays occur, the quick communication of this is excellent. 如果出現小的延誤,也能迅速傳達,這是非常好的。
As we have previously noted this is well communicated in the lounges which does ensure that passengers can wait in comfort here. 正如我們之前所指出的那樣,候機廳內對此有很好的宣傳,這確實確保了乘客可以在這裡舒適地候機。
Section Rating 科室評級
Network Airports 網路機場
Summary Reports 簡要報告
BANGKOK
Check-in 辦理登機手續
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. 這些櫃檯位於 和 區。 區目前主要用於自助式 CUSS 概念和自助式行李投放,並且正在大力推動為乘客實現此程序的自動化。長榮航空已經張貼了許多標語來解釋這個選擇。旅客在這裡的主要優勢是可以在起飛前六小時內辦理登機手續,這一點並不詳細。
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. 在 BKK,航空公司的品牌形象仍然很強,主要的批評意見是確保在航空公司非營運期間適當清理平台和其他報到家具。值得注意的是,一些廢棄的標誌被丟棄在報到區隊列附近,這可能會造成視覺效果不佳。
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. 區採用了更為傳統的報到區設置,專供鑽石、FFM 和優先(商務艙)報到。該區域的專屬性令人滿意,設定也很合理。
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. 報到區有大量的 EVA 標誌和品牌。報到櫃檯上方有顯示器,顯示各班級的 EVA 標誌。在每個隊列的起始處也有單獨的柱子。這些都是臨時彈出式的,缺乏相同的視覺吸引力,而且附近空間的標識可能略顯過多。
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合理有序,等候時間不超過 3 分鐘。長榮航空的工作人員在 BKK 外站都穿著整齊的製服。檯面上的鮮花品質可以稍微高一些,不要太花哨,以提高這裡的檔次。
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. 辦理登機手續櫃檯的整體服務符合預期,工作人員接受過嚴格的訓練。關閉服務很好,提供了大部分相關信息,但工作人員沒有提到缺少安檢優先通道。托運行李標籤和確認都有充分說明。
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. 這裡的行李服務在交貨時間和優先係統方面管理得很好,大約在抵達後 15 分鐘交付。附近有兩名工作人員,而快速通道系統也為 BKK 帶來了好處。
Transfer 轉讓
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. 由於長榮航空服務的持續性,曼谷外站為大量的轉乘旅客提供了良好的服務。儘管現在商務艙旅客的休息室分配已經確定,但機上始終提供到達時的登機口資訊。
There is an excellent volume of staff through the arrivals procedures, and notices clearly indicate the departure gate of each flight. 辦理入境手續的工作人員非常多,告示牌上清楚地標明了每個航班的登機口。
BANGKOK
Lounge (EVA Lounge) 休息室(長榮休息室)
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. 貴賓室的位置方便長榮航空所有航班的運作,通常距離指定閘口不超過5-10分鐘。長榮航空在旅客離開休息室時,提供了一張吸引人的地圖示意圖,標明了登機口到休息室的適當空間方位。
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. 優質的員工服務標準從前台開始,貫穿整個貴賓休息室,為乘客提供參與式的體驗。
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. 休息室的設計獨特而充滿活力。它與長榮航空的品牌保持一致,設有各種風格的座位區,所有座位區都朝向航站樓外部,可以看到停機坪的景色。休息室設計精良,能舒適地接待大量旅客。空間相對低調,類似於俱樂部,採用黑色拋光錶面和淺色特徵。
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. 休息室裡有淋浴設施,但主要的意見是,這些淋浴設施的水管仍有異味。此外,在設施和包裝方面進行一些可持續發展的活動也有積極意義。
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. 休息室裡有一個非常棒的自助吧台,面積很大,物品齊全,非常整潔,工作人員組織得很好。這裡提供充足的軟性飲料,種類繁多,還包括當地特色飲料。
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. 咖啡仍處於基本水平,我們強調現在越來越多的休息室提供咖啡師服務。這裡的咖啡機仍然是最基本的、較弱的標準。
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. 雖然自助餐廳的固定裝置和設備/用具現在已經開始變得陳舊,但自助餐廳的標準還是不錯的。自助餐廳中並非所有菜餚對乘客都特別實用。
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. 餐廳佈置簡潔,有效利用空間,食物擺放合理。乘客可以在休息室內品嚐到各種美味佳餚,這也很好地展示了泰國美食。
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. 休息室內的一些深度清潔要素正在引起越來越多的關注,特別是低地板水平的溢出和一些座椅底部周圍的污垢堆積。電插座等插座也明顯不乾淨。
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. 休息室裡的電子閱讀器概念很差,這些電子閱讀器只是連結到一般的網站,而不是提供任何類型的付費內容。這些選擇未能提供歐洲(目的地)的書目和電子閱讀概念,長榮航空電子閱讀器的一般系統和說明在這裡可以更清楚地標明。
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完善,從技術上講,乘客可以隨意加入各自的行列。現在,在進入登機口休息區的初始檢查點設有優先通道。
PA announcements are given to announce the start of boarding, and the zonal format is well applied. 透過擴音廣播宣布開始登機,並很好地採用了分區形式。
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. 這個外站工作人員的服務、眼神交流和整體態度都非常好,為客戶服務的方式更加自然。工作人員的存在感和能見度都非常好,有助於辦理手續。
CHICAGO O'HARE 芝加哥奧黑爾
Check-in 辦理登機手續
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. 辦理登機手續的櫃檯位於奧克蘭機場國際航廈4號主樓的一個集中位置。鑑於長榮航空與美聯航共享代碼,而且美聯航的北極星貴賓休息室產品更勝一籌,因此長榮航空沒有與美聯航聯合運營,這有點不尋常。
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. 這裡的排隊佈局結構非常合理,並為優先、行李寄存和經濟艙提供了標誌清晰的入口。此外,還設有單獨的 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. 有明確的背牆數位品牌概念,儘管其中一些被用於 EVA 廣告,這確實降低了後面區域的視覺清晰度。
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. 服務人員數量充足,並為公務艙提供了適當的高級服務(地毯概念、鮮花和一些桌面糖果都提高了公務艙的聲譽)。櫃檯的服務效率很高,提供的有關行李收據、座位選擇和休息室位置的資訊非常全面。 TSA Pre 身份在這裡得到了確認,工作人員在強調具體安檢點時非常有用。
Lounge (Swissport Lounge) 休息室(Swissport 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. 透過機場地圖概念/頭頂指示牌,可以很好地找到通往休息室的路標。由於起飛時間較晚,長榮航空可選擇的休息室有限,因此瑞士機場休息室是最後的選擇。
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,它並沒有達到代表五星級航空公司的貴賓休息室的適當標準或設計,但我們承認,由於航站樓分隔開來,長榮航空的乘客可能無法使用北極星貴賓休息室,因此這裡存在著一定的限制。
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. 在市場上,這裡的裝潢標準仍然是最基本的,由兩個相對普通的房間組成,兩個房間的餐飲點都是重複的。休息室雖然簡陋,但還算乾淨整潔,工作人員也很到位。
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 的代表就在服務台,還有一些額外的主席台標識。服務台有一個二維碼,可以連結到 EVA 電子圖書館。這裡的工作人員始終彬彬有禮,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. 休息室的整體氛圍是實用的,但由於缺乏景觀而缺乏新意。燈光亮度適宜,空間不會讓人感覺過於昏暗。
Washrooms are available internally, although no shower facilities are offered here. 內部設有衛生間,但不提供淋浴設施。
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. 餐廳的用餐概念非常基本,從顧客的角度來看並不特別令人滿意。冰箱裡有一系列冷食(三明治、沙拉、點心),熱食則是從加熱桶裡盛出的湯。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. 酒吧提供自助服務。飲料的整體表現和種類都不錯,主要的回饋意見是,可以增加一些當地啤酒和葡萄酒,以反映當地的食材。
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. 工作人員透過設施呼叫乘客登機,儘管他們在完成這一步驟時未能與所有乘客接觸。儘管時間已晚,乘客並不感到匆忙離開設施,也沒有發生清理/打包行李的情況。
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. 登機橋上的工作人員能見度高,達到了良好標準。工作人員分佈在到達大廳的各個位置。按照長榮航空的標準,"綠夾克 "工作人員可以清楚地看到他們為旅客提供幫助,並提供有關轉機航班的更多詳情。
EVA banners are applied at the baggage reclaim point, and staff are available to assist here is required. Baggage return speeds are not assessed. 在行李提取處張貼 EVA 條幅,工作人員可在需要時提供協助。行李返還速度不作評估。
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,該休息室位於航站樓新擴建的區域內,為排隊等候提供了更多空間。
The actual availability of signage, boarding flow information and designated zones to queue up within could be expanded, given the volume of space here. 考慮到這裡的空間,可以擴大標誌、乘車流程資訊和指定排隊區的實際可用性。
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. 正在辦理的登機組別標示在與頭頂齊高的標竿上,這些標竿的可視度很低,而且並不總是很容易辨認。巡迴服務人員會進一步張貼登機組別指示牌。
PA clarity is very good in the gate lounge itself, with clear information being offered in a timely manner. 登機口休息室本身的擴音清晰度非常好,能及時提供清晰的資訊。
There is a continuous priority boarding concept here, and premium passengers may board at their leisure with associated banner signage marking the entrance here. 這裡有一個連續的優先登機概念,高級乘客可在閒暇時登機,入口處有相關的橫幅標識。
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. 報到代理人員使用姓名,提供專業、有禮貌的服務,飛機上的人流很大,沒有積壓問題。
LONDON HEATHROW 倫敦希斯洛機場
Check-in 辦理登機手續
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. 櫃檯位於英國倫敦國際機場第二航站樓的 A 區,靠近報到大廳的最遠處。 2 號航廈的航廈導引系統很好,有許多 FIDS 和高架指示牌指示各個報到區域。商務艙櫃檯與經濟艙櫃檯分開,其櫃檯名稱顯示在 FIDS 上。這裡的工作人員都很積極,隨時在該區域引導旅客前往相應的區域。
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. 長榮航空在登機櫃檯的標誌與品牌不多,但與鄰近航空公司的登機櫃檯比較,長榮航空的登機櫃檯與鄰近航空公司的登機櫃檯十分相似。不過,如果能有大型的柱狀標誌和品牌標識,將非常有助於從遠處向旅客指示櫃檯排隊的起始位置。目前,在 Tensa 隔離牆頂部有一個 A4/U.S Letter 尺寸的小標誌,上面寫著 "辦理登機手續",這個標誌可以更大、更醒目。
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. 公務艙櫃檯的標誌和品牌非常醒目,這裡有一個大柱子標明誰有資格使用公務艙。星空聯盟金卡會員可以使用這裡的商務艙報到櫃檯以及長榮航空的上層 FFM。
There are Business Class/FFM counters (Diamond, Priority), PRM counter Economy Check in counters, and Bag Drop counters. 商務艙/FFM 櫃檯(鑽石、優先)、 PRM 櫃檯 經濟艙報到櫃檯及 行李寄存櫃檯。
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. 高級(商務和優先)櫃檯位於經濟艙櫃檯的後方。這些櫃檯都是標準型的,工作人員配備齊全。由於 T2 登機手續辦理大廳的基礎設施原因,這裡幾乎沒有隱私可言。在公務艙隊列的起點處有一個醒目的大型品牌標誌,頭頂上的顯示器顯示該櫃檯為公務艙。櫃檯上沒有鋪設地毯、設置圍欄或其他外觀裝飾等高端概念。櫃檯符合附近其他航空公司(即韓亞航空和 SQ)的標準。
Check-in and bag drop can sometimes result in long queues, but this seems to be quite well managed. 辦理登機手續和行李寄存有時會排長隊,但似乎管理得很好。
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,其組織方式清晰合理。這裡的排隊時間很短,服務台人員配備齊全,CUSS 全部投入使用。該區域有許多工作人員,以確保效率。但是,不清楚是否經常有講普通話或泰語的工作人員在此回答講中文或泰語的乘客提出的問題,因為這些乘客的英語水平可能不高。
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. 這些服務櫃檯的工作人員效率很高,處理乘客的時間也很快。乘客和工作人員之間沒有長時間的討論。因此,乘客辦理手續的速度相對較快。
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. 在辦理初始登機手續後,乘客會被告知安檢地點和登機時間。航班延誤了約 45 分鐘,乘客已被告知。
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. 報到櫃檯的整體服務符合預期,工作人員也接受了良好的訓練。在這個外站,經濟艙的關閉服務非常好,幾乎提供了所有相關資訊。我們建議,此時應告知旅客前往 登機口的步行時間較長,以免旅客措手不及。
LONDON HEATHROW 倫敦希斯洛機場
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. 在倫敦國際機場,行李交貨時間還算合理,行李交貨時間約 20 分鐘。優先行李先送達,這與東京太平機場的情況一致。
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. 人員配備水平是適當的,因為有一名工作人員將被安排在皮帶附近,隨時幫助處理任何詢問。
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. 多個航空公司共用一個櫃檯,位於 T2 候機大廳的最裡面。櫃檯上方有長榮航空標誌的顯示器。在 LHR 沒有自助報告亭。
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之前提前設置,並配備大量地勤人員,以方便旅客辦理登機手續。
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. 準時在 B46 登機口登機,1 區和 PRM 同時宣布登機。 PRM 已經被安排在一個區域。這裡的指示牌明顯比 TPE 小,我們建議在每個隊列的起點設置更大的指示牌/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. 下面的區域已經公佈,我們看到工作人員舉著牌子,以確保最大限度的能見度。總的來說,這裡的登機效率非常高,大約 20 分鐘就能完成登機。
LOS ANGELES 洛杉磯
Check-in 辦理登機手續
Standard LAX international terminal check-in area with good use of upright signs and plenty of staff. 標準的洛杉磯國際機場國際航廈報到區,直立式指示牌使用得當,工作人員數量充足。
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. 長榮航空設立了一個獨特的區域,鋪設了鑽石服務台地毯,並對蘭花進行了改進。 鑽石、 優先、 行李寄放、 經濟艙,但目前尚未設定數量有限的自助報到機。
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,展示了座位計劃,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、登機時間和最終目的地。有效率、禮貌,非常令人滿意。
Lounge (Star Alliance Lounge) 休息室(星空聯盟休息室)
The airline has branding applied at the entrance of the lounge, as part of the SA cumulative branding. 作為南航累積品牌的一部分,該航空公司在休息室入口處使用了品牌標誌。
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. 休息室面積很大,座位選擇豐富,設施齊全。 ,自助點提供各種西餐和清淡菜餚。
There are showers in the lounge, but the service and response was very slow during this inspection. 休息室裡有淋浴設備,但在此次檢查中,服務和反應速度非常緩慢。
The business facilities are to a very good standard, and the outdoor terrace area provides additional WOW factor to the space. 商務設施達到了很高的標準,戶外露台區域則為整個空間增添了令人讚嘆的元素。
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. 自助式葡萄酒和軟性飲料吧台配有工作人員,可提供更多和更優質的烈酒選擇。自助式 6 人飲品,旁邊有軟性飲料混合機。這有點低檔,因為稀釋的糖漿不如工廠灌裝的好喝。此外,還提供一系列現代自助食品。
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. 洛杉磯國際機場工作人員在登機橋盡頭。當旅客到達行李大廳時,工作人員手持 EVA 標誌,指引旅客前往正確的行李輸送帶。
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. 抵達時,洛杉磯國際機場的工作人員在飛機上用擴音喇叭廣播行李輸送帶的編號。高級行李 10 分鐘後到達,主要行李約 5 分鐘後到達。
Staff remove bags from belt due to congestion and place beside sign. 由於擁擠,工作人員從傳送帶上取下袋子,放在標誌旁邊。
Confirmed that staff at bag belt deal with and luggage irregularities - the airport counter not used. 確認行李輸送帶上的工作人員正在處理行李異常情況 - 機場櫃檯未被使用。
SAN FRANCISCO 舊金山
Check-in 辦理登機手續
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. 這些櫃檯位於舊金山 A 號航站樓的主報到大廳內。各個櫃檯的佈局在不同等級中呈線性分佈。報到區內有許多 FIDS,可協助旅客辨識方向。
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. 在辦理登機手續的地方和登機前都有很多長榮航空的標誌和品牌。值機櫃檯上方有顯示器,顯示每一班機的長榮航空標誌。此外,在每個隊列的起點處還分別設有優先、行李寄存和標準經濟艙報到櫃檯。
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. 據觀察,整個區域的櫃檯都很乾淨,維護得很好。櫃檯上沒有雜物,也沒有大的雜物。在辦理登機手續過程中所使用的層壓式告示(如可視化座位表)很有幫助。
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套服務櫃檯、兩個行李寄放櫃檯、兩個優先/商務艙櫃檯、一個鑽石會員櫃檯和一個服務櫃檯。總體而言,這裡的櫃檯數量非常多。所有櫃檯都配備了全部工作人員。
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. 商務艙檯面與經濟艙檯面相鄰,位於同一區域。與網路機場通常的情況一樣,商務艙乘客與經濟艙乘客被集中在一起,幾乎沒有什麼排他性。由於提供的基礎設施,這似乎是舊金山機場的標準設定。在貴賓服務台,乘客幾乎沒有隱私可言。雖然沒有鋪設地毯,但有品牌標誌顯示這些服務台為商務服務台。不過,在櫃檯上看到了活的蘭花,這確實增添了一種高檔的感覺。
There are no CUSS machines available for EVA Air passengers to use in the check-in area and the process is full service. 長榮航空的登機櫃檯並未提供CUSS機供旅客使用,而是提供全程服務。
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. 排隊和簽到系統相對簡單明了。由於沒有 CUSS 或行李標籤印表機,所有旅客都會進入正確的佇列。在排隊的起點和終點都有一名工作人員引導乘客到正確的櫃檯。排隊系統在標識清晰度和方向指引方面組織得非常好。指示牌和工作人員的配備實現了高效率。整體排隊時間非常短。
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. 商務櫃檯的接待標準確實很高。如果乘客坐定,工作人員會立即起立向乘客致意。
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. 所有地勤人員的態度都很正面。他們表現出很高的熱情,閒聊的程度恰到好處,對區域內的乘客也很友善。
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. 長榮航空確實有工作人員在行李提取處協助旅客查詢。這些工作人員穿著制服,在該區域顯得非常積極主動。
Baggage delivery times are average at SFO at approximately 30 minutes with priority bags delivered first. 在舊金山國際機場,行李交貨時間平均約 30 分鐘,優先行李優先交付。
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安全帶附近。此外,還有另一名工作人員負責引導旅客前往正確的行李輸送帶。這是一個很好的主意,彌補了舊金山機場行李區資訊顯示不完善的缺陷。
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. 在行李查詢方面,有一個多家航空公司共用的櫃檯,位於行李提取處的最角落。這裡的標誌和品牌已經足夠。這裡沒有自助報告亭。
SAN FRANCISCO 舊金山
Lounge (Air France) 休息室(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. 長榮航空與法國航空共用SFO的貴賓室,供晚間出發的航班使用。白天航班的旅客也可使用法國航空的休息室。由於旅客大多是搭乘晚間班機離境,因此在稽核期間,我們使用了法航的設施。貴賓室位於安檢站後的第三層,靠近 A 登機口。
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. 在舊金山國際機場,與法國航空貴賓室有關的航站標示沒有問題。旅客在尋找候機室時不會有任何困難,因為候機室內有一個由六個螢幕組成的大螢幕,清楚地顯示著各航空公司的候機室。
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. 貴賓室的外觀非常時尚、高檔,而且維護得很好。總體而言,與您對法國航空的期望一樣,它相當簡約,在固定裝置和設備上使用了淺色和色調。
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. 接待區面積適中,設有兩個平台式接待台。接待台為白色和木質效果,配有白色電腦顯示器和白花。地板是木質鑲木地板,櫃檯後面有一個巨大的飛馬標誌。左側是法國航空的大型橫幅,上面寫著 "90 年的卓越成就"。此外,還有兩台自助報到設備,旅客需求量大時可以使用。
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. 總的來說,接待處的建造標準非常高。所有裝置和設備一塵不染,沒有發現任何缺陷。接待區也採用了精心設計的照明概念,明亮而溫馨。
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. 休息室的設計採用了更現代和簡約的風格,這無疑與 AF 品牌相吻合。休息室呈現 "L "形佈局,設有各種風格的座位區,所有座位區的方向都很合理,以確保乘客之間有足夠的空間。總的來說,它設計合理,可以舒適地接待大量乘客。
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、標準椅和扶手椅可供使用。座椅品質上乘,維修狀況良好。皮革似乎是首選面料,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. 休息室裡有很多插頭,大多數座位都至少有一個 3 針插頭和一個 USB 插頭。這無疑是休息室的優勢所在。乘客不太可能遇到座位供應問題。休息室有足夠的座位,可以同時接待多個航班。
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. 這裡有四個男女混合廁所,設施齊全,空間寬敞。固定裝置和設備的狀況都非常好。該區域佈置得非常簡約。提供洗手液,但沒有其他設施。這裡的淋浴室非常好,最近剛裝修過。設施和設備品質優良,經久耐用,維修狀況良好。清潔工作標準很高,淋浴盤沒有發黴現象。淋浴間大小適中,有足夠的空間放置行李和更衣。此外,淋浴間內還配備了帶扶手和座椅的 PRM 淋浴設備。
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. 總體而言,休息室以及所有固定裝置和設備的狀況良好。休息室的清潔工作十分嚴格,桌椅下方和常見的污垢收集處都沒有污垢堆積。據觀察,清潔人員正在安靜地打掃休息室的各個區域。
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. 自助餐廳和用餐區保持著極高的清潔度。工作人員不停地來回走動,保持乾淨整潔。整體條件同樣非常高,使用中的固定裝置或設備沒有任何缺陷。
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. 在飯店後部靠近 La Premiere 區的休息室內,有一個配備工作人員的極好的酒吧區。酒吧面積寬敞,物品齊全,非常整潔,工作人員組織得井井有條。這裡沒有凳子,我們鼓勵乘客使用普通座位。
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. 這裡有兩種生啤酒、軟性飲料、 紅酒、 白酒和 香檳。所有這些酒都是高品質的法國酒。此外,還提供各種優質烈酒。
SAN FRANCISCO 舊金山
Lounge (Air France) 休息室(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. 自助餐廳的標準很高,使用了高品質的裝置和設備。佈局簡單,有效地利用了空間,食物擺放合理。大多數菜餚和產品前都有法文或英文的食品名稱訊息,但沒有看到普通話。與其他大型貴賓室不同的是,食物說明中不包括過敏原或配料。據推測,乘客可以直接向工作人員詢問。
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好,晚上則專門為長榮航空的乘客提供普通話/台灣菜。亞洲食品來自舊金山當地的餐館,品質非常高。除此之外,據了解大多數菜餚都是在現場廚房準備的。對於長榮航空的旅客來說,在這裡不僅能吃到熟悉的台灣美食,還能品嚐到法國的美酒佳餚,這對於長榮航空的旅客來說是一大福音。
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. 整體而言,長榮航空的商務艙旅客在SFO的設施管理非常完善,保證了旅客的尊榮體驗。長榮航空地面管理部門與長榮航空之間的關係似乎很密切,BR乘客的需求和要求都得到了很好的考慮和滿足。
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. 整體而言,這裡的登機口設置井然有序,大量輪椅使用者在登機前被集中到合適的等候區。由於人數眾多,PRM 的預登機確實需要一些時間。
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. 門禁區域內的標誌非常醒目,雖然商務艙乘客可以直接從休息室登機,但在登機口處仍設置了這方面的全部設施。
Boarding time from Zone 1 was completed in approximately 20 minutes which delivers and excellent degree of customer experience. 從 1 區出發的登機時間約為 20 分鐘,為客戶提供了絕佳的體驗。
Staff service and efficiency here is high with a strong degree of urgency to complete the process in a timely manner. 這裡的工作人員服務周到,效率很高,對及時完成流程有強烈的迫切感。
TOKYO NARITA
Check-in 辦理登機手續
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指示牌和品牌標識。商務艙和行李寄存櫃檯在每個隊列的起點都有單獨的柱子。與以往一樣,我們發現 "優先 "這個術語並不規範。
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. 只提供行李投放服務的事實表明,所有乘客都必須使用附近的 CUSS 位置,而這在 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. 星空聯盟金卡品牌是頭頂螢幕的特色。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. 這裡的公務艙服務台幾乎沒有提供任何改善服務,如果能在這裡提升一些檔次,就會讓人有與眾不同的體驗。
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. . 排隊系統在標識清晰度和導向性方面組織得非常好。該系統提供了很高的效率和入口清晰度。商務艙的排隊時間非常短,工作人員的服務也非常及時。 .
Uniform presence from EVA staff remains excellent, with ground handling largely completed by ANA. 長榮航空的工作人員仍然表現出色,地面服務主要由全日空完成。
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. 工作人員的服務態度積極向上,給旅客留下了良好的第一印象。服務櫃檯的工作人員效率很高,旅客辦理手續的時間也很快,系統會自動對美國轉機航班進行適當的簽證檢查。
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. 旅客在辦理完首次登機手續後,會被告知登機口編號和候機室位置,包括一張夾層地圖,上面有如何找到和進入候機室的詳細說明。地圖上標示了所有旅客可選擇的休息室。
Staff fail to emphasise the availability of priority security lanes which are offered at NRT. 工作人員沒有強調 NRT 提供優先安檢通道。
Arrival 抵達
There was excellent ground service presence after arrival for transfer customers, and elements of staff presence are very well applied here. 轉機旅客抵達後,地面服務人員的到場服務非常出色,工作人員到場服務的要素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. 由於出入境速度較快,所有行李都可以在行李提取處提取,工作人員的服務態度和品牌形像都非常好,清楚地標明了為長榮航空分配的行李提取處。
TOKYO NARITA
Lounge (ANA Lounge) 休息室(全日空休息室)
Check in staff indicate the location of lounges for passengers with a small map at check-in, giving accurate directions which is very helpful. 辦理登機手續時,工作人員會用小地圖為乘客標明休息室的位置,並提供準確的指示,這非常有用。
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). 旅客可使用兩個全日空貴賓室和一個位於 NRT 的美聯航貴賓室。所分配的登機口距離休息室非常近。我們強調,美聯航貴賓室的空間更大,在全日空貴賓室的高峰時段(15:00-17:00)可能更受旅客歡迎。
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. 工作人員進入休息室的歡迎儀式是標準的,沒有提供登機通知或步行到登機口距離的解釋。休息室的工作人員服務周到,全程專業。
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. 全日空貴賓休息室設計合理,但在高峰時段餐飲區可能會變得擁擠。就固定裝置和設備的品質以及整體磨損程度而言,貴賓休息室的狀況良好,有很好的緊急空間。
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. 休息室內還提供淋浴,以及一些電子閱讀器系統和鏈接,可引導乘客使用全日空系統進行閱讀。
No specific boarding announcements are made for the EVA Air flight, and the FIDS in this lounge lack the clarity of some airline lounges. 長榮航空的航班沒有特定的登機廣播,貴賓室的 FIDS 也不像某些航空公司貴賓室那麼清晰。
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. 登機口標識的所有元素都得到了很好的應用,排隊系統也得到了很好的管理,並按照基地標準交付。這包括目前正在處理哪個登機組的紙質指示器。
Boarding commences at 1400 for a 1425 flight, and elements of this run to schedule. The time is indicated on digital boards. 14:00 開始登機,14:25 航班起飛。時間顯示在數字板上。
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. 各分區之間有適當的間距,並適當優先照顧高端客人,工作人員的服務標準也達到了良好的品質水準。
The priority channel branding is a pop-up sign concept and features no additional inclusion of other qualifying factors (pregnant/with enfant/PRM). 優先通道品牌識別是彈出式識別概念,沒有額外包含其他限定因素(懷孕/有嬰兒/PRM)。
Two entrances onto the aircraft, with a good degree of signage here. 飛機上有兩個入口,這裡的標誌非常醒目。