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航班延误一直是民航业的常发事件,而航班延误下的服务工作如何开展,是围绕航空公司与旅客的共同关心的话题。本文从南方航空公司在广州白云机场通过调研旅客需求,寻找关键服务点,并通过创新工作工具,通过一图两表的应用,在实际航班延误服务中通过合理有序安排人力资源,带动服务工作的有效落实,满足旅客在航班延误情况下的特殊服务需求,从而提升航空公司的服务质量和服务水平,提高旅客的服务满意度。
Flight delays have always been a frequent occurrence in the civil aviation industry. How service work is carried out under flight delays is a topic of common concern for airlines and passengers. In this paper, from the Southern Airlines in Guangzhou Baiyun Airport through the investigation of passenger demand, looking for key service points, and through innovative work tools, through the application of a two tables in the actual flight delays in the service through reasonable and orderly arrangements for human resources, and promote service work The effective implementation of passengers to meet the flight delays in the case of special service needs, thereby enhancing the quality of service and service levels of airlines and improve passenger satisfaction with the service.