摘要
在民航事业大发展且因航班延误导致旅客和民航工作人员不断矛盾突出的背景下,以近几年航班延误情况分析延误原因,并以四种不同气质类型的旅客为参照点,对比国外准点率较高的航班,着力分析国内航班延误下旅客产生的不同的心理变化,及时了解旅客需求,针对性地做好服务,使旅客感到愉悦和尊贵。提出民航工作人员应对不正常航班的处理方法和沟通方式,以及航空公司处理纠纷与投诉的具体方法。
With the fast development of civil aviation, and the growing contraction between civil aviation passengers and flight staff owing to flight delays, the article firstly analyzes the reasons of flight delay, then it focuses on different psychological changes of domestic passengers in the case of flight delay, taking four different types of passengers as a reference, in comparison with higher punctuality rate of foreign flights, so that airlines can timely understand passengers' demand, offer targeted service, and make them feel pleasurable and honored. Moreover, this paper puts forward some handling methods and communicating ways for civil aviation flight staff to deal with unpuntual flights, and provides some concrete measures for the disputes and complaints under this circumstance.
作者
张晓玉
章昊灵
ZHANG Xiaoyu;ZHANG Haoling(Tourism College of Lanzhou University of Arts and Sciences, Lanzhou 730000, Gansu Province, China)
出处
《成都航空职业技术学院学报》
2019年第2期67-71,共5页
Journal of Chengdu Aeronautic Polytechnic
基金
2017年甘肃省高等学校科研项目《基于中国传统文化的校园礼仪传播模式研究》阶段性成果,项目编号:2017A-128
关键词
航班延误
乘客
心理问题
服务
flight delay
passengers
psychological
problems
service
