一、 目的

I. Purpose

为做好机上延误期间旅客服务保障工作，提升公司延误应急处置能力，中国联合航空有限公司（以下简称“中国联航”）根据《航班正常管理规定》（交通运输部2016年第56号令）制定此预案。

This Plan is formulated by China United Airlines Co., Ltd. (hereinafter referred to as CUA) in accordance with the Provisions on the Punctuality Management of Flights (Decree No. 56 [2016] of the Ministry of Transport) in order to provide a good service for passengers during flight delay, and enhance its emergency response capacity.

二、 范围

II. Scope of Application

本预案适用于中国联航实际承运的所有航班。

This Plan applies to all the flights undertaken by China United Airlines.

三、 定义

III. Definition

“机上延误”是指航班飞机关舱门后至起飞前或者降落后至开舱门前，旅客在航空器内等待超过机场规定的地面滑行时间的情况。

"On-board Delay" means the case that the passengers’ waiting time from closure of the cabin door till takeoff or from landing till opening of the door exceeds the taxi time specified by the airport.

四、 预案细则

IV. Rules for the Plan

（一）定时向旅客发布航班动态

(A) Regular release of flight dynamics information to passengers

当发生机上延误时，客舱机组应与飞行机组保持沟通，及时将延误原因和预计延误时间等航班动态向旅客通告。

In the event of an on-board delay, the cabin crew should keep in touch with the flight crew and promptly notify the passengers of the delay information, such as the cause of delay and the estimated delay time.

1、如果飞机于正常关舱门时间10分钟后仍未推出，带班人员应立即与飞行机组沟通，了解最新信息，并广播告知旅客；

1. If the aircraft has not launched 10 minutes after normal closure of the cabin door, the cabin leader should immediately communicate with the flight crew to keep abreast of the latest information and broadcast it to passengers;

2、等待期间，每30分钟广播一次航班动态信息；

2. Broadcast the flight dynamic information every 30 minutes during waiting;

（二）及时为旅客提供餐饮服务

(B) Timely provision of catering services to passengers

1、机上延误超过2小时（含），应为旅客提供饮料和食品。

1. For on board delay of more than 2 hours (inclusive), beverages and food shall be provided to passengers.

2、出港发生机上延误时，如延误餐饮配备不足，应及时根据综管部提供的餐饮加配时间及航班预计起飞时间，在条件允许的情况下通知综管部加餐；但需避免因提供餐饮影响客舱安全或造成航班进一步的延误。

2. For an on-board delay in departure, in case of insufficient provision of food and beverage, promptly inform Integrated Management Department of meals if possible, based on the timetable for catering addition provided by Integrated Management Department and the expected departure time of the flight; provided that the provision of meals may not affect cabin safety or cause further delay of the flight.

3、当客观条件不允许配餐，应向旅客做好服务和解释工作。

3. When the objective conditions are not allowed for catering, provide passengers with other good services and explanations.

（三）机上延误期间，在不影响航空安全的前提下，应确保盥洗室正常使用。

(C) During delay on board, ensure the normal use of the bathroom under the premise of not affecting aviation safety.

（四）机上延误期间，应特别关注残疾人、老年人、孕妇、无成人陪伴儿童等需特别照料的旅客，必要时优先为其提供服务。

(D) Special attention should be paid to passengers requiring special care, such as disabled persons, the elderly, pregnant women and unaccompanied minors during delay on board, providing preferential services for them when necessary.

（五）机上延误期间，乘务员应加强客舱巡视，解答旅客问询，尽力为旅客提供帮助。

(E) Cabin attendants should strengthen cabin inspections during flight delay, answer passenger inquiries, and try their best to provide assistance to passengers.

（六）旅客下机条件及限制

(F) Conditions and limitations for passengers’ getting off

1、满足以下条件之一时，应安排旅客下机：

1. Arrange passengers to get off the plane in one of the following conditions:

（1）机上延误时间超过3小时（含）且无明确起飞时间时，中国联航将在不违反航空安全、安全保卫规定的情况下，安排旅客下机等待。

(1) In cases of delay on board exceeding 3 hours (inclusive) and no definite time for departure, CUA will arrange passengers to get off the plane and wait for the next flight without violating aviation safety and security regulations.

（2）出港航班机上延误期间，如旅客因自身原因提出下机，在不违反航空安全和安保规定的前提下，尽快安排旅客下机。

(2) In case of on board delay of the departure flight, if passengers propose to get off the aircraft for their own reasons, arrange them to get off as soon as possible without violating aviation safety and security requirements.

2、满足以下限制之一时，应禁止或暂缓旅客下机：

2. The passenger’s getting off should be banned or suspended in one of the following restrictions:

（1）因空防或安保需要时。

(1) For air defense or security considerations.

（2）机场海关、边检部门对国际和地区航班旅客下机有明确限定时。

(2) Clearly restricted by the airport customs and border inspection authorities on international and regional flights.

（3）当飞机滑回可能对机场运行秩序造成较大影响时。

(3) If the operation of the airport may be greatly interfered when the aircraft is taxing back.

当客观条件不允许安排旅客下机时，应向旅客做好服务和解释工作。

When the objective conditions are not allowed for passengers to get off the plane, provide passengers with other good services and explanations.

中国联合航空有限公司
CHINA UNITED AIRLINES
2024年06月24日
June 24，2024