China Southern Airlines Outlines Marketing Blueprint For 2001 - 2002; Announces All-New Passenger "Bill of Rights"

China Southern Airlines (NYSE: ZNH) (HKSE: 1055), the largest airline in The People's Republic of China, is pleased to announce its marketing goals for the remainder of 2001 and into Year 2002 with its new "Passenger Bill of Rights."

"In the current aviation marketplace, the quality of service the airline company provides from the point of sale until the passenger leaves the airport at their final destination is the new battlefield for China's aviation enterprises," stated Mr. Li Kun, Vice President of China Southern Airlines.

Mr. Li added that "'total customer service is the 'commanding point' for grasping and holding market share under the current market-oriented economy. China Southern Airlines has seen this clear picture that, under the fierce service quality competitiveness, our airline company should not only create its own featured branded services, but more importantly, satisfy our passengers and make them our focal point because only customers can create the market, generate profit, produce quality and bring about new business opportunities and positive image for an airline."

As such, China's largest airline, China Southern Airlines is proud to publicly set forth its business and customer service framework for the remainder of 2001 and for Year 2002.

Here are the Top 13 service goals or "Passenger Bill of Rights" as outlined by China Southern Airlines' senior management:

· Increase from the current seven to 20, Sky Pearl Club Airport Service Centers by the end of 2001, offering passengers instant FFP membership card issuance, mileage information and a roster of new customer services.

· Reconfigure the First Class cabins of five, long-haul Boeing 777-B aircraft by adding brand-new 180 degree, flat-bed seats and modify 12 Boeing 737 aircraft by adding an all-new Business Class product to the current single class configuration.

· Establish a Global Customer Service Call Center, offering varied services such as frequent flyer assistance, advance seat reservations and current-day flight information.

· Enhance the in-flight meal service in all classes of service - First, Business & Economy.

· Offer free (bilingual in Chinese and English), system-wide Feedback Comment Cards for passengers and cargo customers.

· Create a new Service Quality Management Organization.

· Domestic check-in queue times at Guangzhou, Hainan, Henan, Hubei, Hunan and Shenzhen Airports will not exceed 15 minutes; hand-delivery of telephone-purchased airline tickets will be completed within two hours and passenger's baggage will be off each aircraft and in the terminal check in area in less than 15 minutes.

· Create an all-new in-cabin ambiance, which will emphasize the personalized service of China Southern Airlines and integrate an all-new, branded cabin service product.

· Form a new service-based, Product Research Task Team.

· Offer special loading/off-loading of passenger golf club bags.

· Provide free meals for overnight delayed passengers in Beijing, Guangzhou and Shanghai Airports.

· Open eight, e-commerce "MicroCenters" at Beijing, Changsha, Chengdu, Guangzhou, Haikou, Shanghai, Shenzhen, and Wuhan, Airports to speed through e-ticketed passengers.

· Continue to promote China Southern Airlines' "No Gap - Seamless Service" offering a total, turnkey door-to-door passenger experience, which also includes free airport limousine service for First Class Passengers at selected airports.

Armed with this new "Passenger Bill of Rights," China Southern Airlines is determined to chart a new course with innovative ideas to create its quality branded services.

China Southern Airlines put laid down the gauntlet and outlined its goals for the coming months with a dedication to offering enhanced, high quality customer services to maximize its customers' satisfaction and to provide passengers with more convenient, fast and comfortable traveling experience.