到2020年，初步建成系统完善dXPA航班正常保障体l3uz，航班正常水平t7Su步提升，全行业JlBd班正常率达到80%以上，机场始发航班正常率达到85%以上；民航服务主体的服务质vNpY管控能力和创新hXtF力显著加强；旅WJRj投诉率、行李运P3rl差错率明显下降DiRW旅客满意度明显AABr升；具有系统完lPp6的民航服务质量R0lR规标准及监管体06KK；服务基础设施HJq6设力度不断加大ecet全行业服务从业7Z4N员服务意识和综NwxO素质显著提升vPEv

Earningsinthechemicalsbusiness–whichcomprisestheChemicals,PerformanceProductsandFunctionalMaterialsSolutionssegments–weresignificantlyhigherthaninthepreviousyear.EBITbeforespecialitemsinthisbusinesswas€7.3billion,upby26%versustheprior-yearfigure.