With over 100,000 likes, Shanghai Airport ground service staff's heartwarming rebooking helped a passenger successfully travel to South America.
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On February 15, 2026, Civil Aviation Resource Network reported: "Without Zhai Qiong's prompt and timely assistance in replanning and adjusting our travel itinerary, our long-awaited South American trip would likely have been canceled." On February 12, Ms. Zhang's thank-you letter posted on Xiaohongshu unexpectedly went viral, garnering over 100,000 likes in just six hours. The letter was filled with gratitude and appreciation for the exceptional professional skills and dedicated service of Zhai Qiong, a ground service employee at Shanghai Airport.
Back on September 27, 2025, Ms. Zhang and her group of four traveled to Pudong Airport, intending to board American Airlines flight AA128 to the United States, then transfer to Bogotá, Colombia, and finally arrive in Cusco, Peru, to begin their South American trip. However, they received notification from the airline that their first flight from Shanghai to the United States was delayed, directly causing all subsequent flights to be unavailable, putting their trip at risk of cancellation.
Upon arriving at Pudong Airport, they were checked in by Zhai Qiong, a check-in clerk from Shanghai Airport Ground Services Company. After understanding the situation, Zhai Qiong didn't shirk her responsibility. Instead, she meticulously and repeatedly checked flight routes and calculated transfer times to help Ms. Zhang adjust her itinerary. "This plan might have a tight transfer time in Colombia," she explained, "This flight doesn't have enough seats for all four people to travel at the same time." However, her excellent professional skills and gentle, detailed explanations gradually calmed Ms. Zhang and her group's anxiety.
This trip rebooking was extremely difficult; even Ms. Zhang herself was prepared to give up-all four passengers needed seats, the route involved multiple countries and flight segments, and precise flight schedules were crucial, leaving no room for error. For nearly two hours, Zhai Qiong focused solely on checking and calculating, not even taking a sip of water, to create a near-perfect rebooking plan: Shanghai-Beijing-Los Angeles-Houston-Bogotá-Cusco. Ultimately, Ms. Zhang and her group were able to travel smoothly without incurring any additional airfare costs. When she transferred in Beijing, the staff were astonished, saying, "It's a miracle that this ticket could be rebooked."
On the morning of February 14th, Ms. Zhang took the opportunity of leaving Shanghai to return home for the Spring Festival to make a special trip to Pudong Airport to thank Zhai Qiong in person. Shanghai Airport is one of the busiest aviation hubs in the country. During the Spring Festival travel rush, nearly 400,000 passengers arrive and depart from here every day. Countless Shanghai Airport staff, like Zhai Qiong, are providing excellent service to ensure passengers' safe, smooth, and comfortable travel during the Spring Festival travel rush, providing the best aviation support for a better life.
