广州白云国际机场二号航站楼 (T2) 是国内最大的单体航站楼，设计容量为年旅客量4,500万人次。T2在流程设计、功能布局上与T1大有不同,采用 “直线型” 流程设计，无论出发或抵达、国内或国际，都集中在整座楼内，不再区分A、B区，旅客出行流程更简洁明了。旅客进入办票大厅后只有向前一个方向，不需作选择即到达安检厅，安检后选择登机口方向。到达旅客也是从各个指廊汇聚到主楼提取行李，国际和国内各有一个迎客口，统一的到达厅与交通中心连通，空间结构简单、方向指引非常清晰。
与广州T1相比，T2更加智能化。南航践行 “智慧机场” 理念，积极发挥自身在信息化、智能化、旅客服务体验等方面的优势，推进打造优化服务流程，率先在国内大型机场实现旅客全流程智慧出行体验，打造广州T2航站楼旅客服务新标杆。
智能化自助值机
南航在T2大规模部署了智能化自助值机，T2出发厅值机岛南航共有120台自助值机设备，每天可支持2.8万人次旅客办理值机，约为南航广州始发航线每日旅客保障量 的二分之一。
自助行李托运系统
在T2，南航首次启用旅客自助行李托运系统，配备了52台自助行李托运设备，3分钟完成行李托运，预计每天可满足5,000件行李的托运需求。
二维码电子登机牌
乘坐南航国内出港航班无行李托运的旅客，线上值机后可在手机上生成二维码电子登机牌，即可凭二维码直接前往安检。与之前不同的是，旅客安检后，手机上的二维码电子登机牌会被加注 “安检验讫章” ，随后凭该电子登机牌即可登机，不需要纸质登机牌或是在安检打印纸质凭证。
自助通关
在T2，出发和到达国际边检区域均设有 “自助通关设备” 其中出境自助通道约20条，入境自助通道约30条，符合条件的旅客可自助验证，通过 “刷护照” 、 “刷脸” 出入国门，实现10秒快速通关。
自助登机系统
在登机口区域，南航部署的自助登机系统可通过识别登机牌、手机二维码任一项进行旅客身份信息验证，并运用人脸识别技术进行再安检确认。
自助服务亭
南航在登机口设置自助服务亭，提供旅客所需的如信息查询、行李跟踪、二维码通关补打登机牌、自助充电等多样化便捷服务。
智能问询机器人
在T2出发厅、到达厅，南航布置了2台智能问询机器人，可提供语音查询、航班动态查询、行李管理丢失/登记查询、交通指引以及收集旅客意见等服务。
南航专属高端休息室
南航T2高端休息室共包含2个区域，国内高端旅客休息室、国际高端旅客休息室。国内高端旅客休息室位于T2西六指廊的明珠贵宾休息室，面积约2,513平方米，可同时容纳近400人。以 “热情、向上、地域浓” 为主设计元素，环境优雅、别具一格，从色调和充满地域特点的装修风格为高端旅客营造典雅，柔和的休息环境。国际休息室位于T2东六指廊，占地2,234平方米，可容纳近320人。以 “云山、珠水、木棉红” 为主设计元素，风格典雅而时尚，以简约的配色和独特的装饰风格为高端旅客打造一个舒适、尊贵的休息环境。
对比T1，T2休息室更为智能化、国际化。通过引入香港环亚管理咨询，对休息室装饰布置、标准流程、日常运营、人员培训等进行专业指导，国际化专业管理团队直 接参与休息室服务管理。
国内及国际休息室实行的是两舱及金银卡旅客的分舱服务管理模式。两舱旅客休息室区设置了网络区、睡眠区、 旅客餐区、旅客休息区、自助餐台、阅读区、淋浴间、母婴室、儿童房、中华茶艺展示区等功能区，满足旅客个性化需求。国际休息室两舱区还新增酒吧区，提供多类酒水，另有现磨咖啡全天供应。金银卡旅客休息室区主要设置了旅客餐区、休息区、商务区等主要功能区。
未来，南航将进一步优化旅客智能化服务举措，为旅客提供更加便捷、智能化的出行体验。
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Terminal 2 of Guangzhou Baiyun International Airport (T2) is by far the largest single airport terminal building in the Chinese mainland, designed to handle 45 million passengers a year. It differs from the T1 in both process design and functional layout. Its linear design brings domestic and international departures and arrivals together inside one building, without division of A and B zones, providing greater convenience for passengers. Upon entering the check-in hall, passengers are offered only one path that leads them directly to the security check hall. After security check, they head towards the boarding entrance. The arriving passengers are also guided to the main building through various corridors to pick up their luggage, with one entrance for domestic passengers and another for international ones. The arrival hall is connected to the transport center. On the whole, the layout is simple, with clear signs.
Compared with T1, T2 is smarter. Adhering to the principles of a “smart airport”, China Southern Airlines (CSA) has given full play to its strengths in information-based, smart technologies and experience in customer service and optimized service procedures. The company is a pioneer in embedding smart technologies throughout the procedures in a large airport in China and sets a benchmark for customer service with T2.
Self-service check-in machines
CSA has arranged a great number of self-service check -in machines in T2. Near the check-in counters in the Departure Hall there are 120 such machines, that are able to service 280,000 passengers each day. This figure accounts for half of the minimal number of passengers for its flights departing from Guangzhou.
Self-service luggage check-in system
At T2, CSA initiates the use of 52 self-service luggage check-in systems, each of which completes luggage check-in in 3 minutes. They are expected to handle 5,000 pieces of luggage each day.
Electronic boarding pass with QR code
Passengers for domestic CSA flights departing from Guangzhou and without luggage to check in can generate an electronic boarding pass on their phones after check -in online. They can head to the security check with their QR code. What is special about the pass is that after security check, it will be sealed with "Security Checked". With the sealed pass, passengers can board the planes without a paper pass or a voucher from the security check.
Self-service immigration checks
At T2, there are self-service immigration inspection devices in the international inspection areas for both departure and arrival. There are 20 channels for outbound inspections and 30 for inbound ones. Passengers that meet the requirements can complete the inspections on their own by swiping their passports or through facial recognition. The procedure can be fulfilled within 10 seconds.
Self-service boarding systems
CSA provides self-service boarding systems at the boarding entrances for identification based on the boarding passes or QR codes and another round of security check through facial recognition.
Self-service kiosks
At the boarding entrances there are self-service kiosks capable of a variety of services that allow passengers to inquire about and track their luggage, print out their boarding passes with QR code and charge their phones.
Inquiry robots
There are two smart inquiry robots, one in the departure hall and the other in the arrival hall, o ering voice inquiry, checking of flights and luggage and registration for lost luggage, and guidance on transport and collecting feedback.
VIP lounges of CSA
There are two VIP lounges provided by CSA for domestic and international passengers respectively. The domestic one, the CSAIR Sky Pearl VIP Lounge, is located in the sixth corridor in the west of T2 and occupies an area of about 2,513 m2 that can accommodate 400 passengers. Designed to be "enthusiastic, upbeat and regional", it boasts an elegant, mild and unique environment whose tonality and decorations are imbued with regional features for high-end passengers to have a rest. The international lounge is situated in the sixth corridor in the east of T2 and takes up an area of 2,234 m2 which can accommodate 320 passengers. Incorporating elements like mountains, clouds, the Pearl River and Bombax Ceiba, it is graceful and fashionable at the same time with a simple palette and unique style that make a comfortable and exalted environment.
The lounges in T2 are smarter and more international than those in T1. Plaza Premium Lounge Management Limited has been invited to o er professional guidance on the layout, standard procedures, daily operation and staff training. A professional international management team is directly engaged in the service management.
The lounges serve first-class and business-class passengers, as well as Gold/Silver Card passengers based on their flight class. The VIP Lounge for first-class and business -class passengers has a variety of functional areas including an Internet area, sleeping area, canteen, rest area, bu et area, reading area, shower rooms, baby care room and a Chinese tea art display area. In a similar section in the international lounge there is also a bar that offers different kinds of beverages and fresh ground coffee. The Gold/Silver Card member section mainly provides passengers with such functional areas as a canteen, rest area, and business area.
In the days to come, CSA will further optimize the smart services for passengers and bring them more convenient and smarter tours.
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