浅析航班延误补救服务现状及提升策略--以青岛航空公司为例.pdf

浅析航班延误补救服务现状及提升策略-- 以 青岛航空公司为例 摘 要 随着经济的快速发展，居民收入的不断增加，外出旅游的游客也越来越 多。游客的旅游消费包括了食、住、行、游、购、娱六大环节。其中 “行”即 旅游交通，包括水、陆、空等交通形式。旅游交通是否安全、准时、干净和舒 适直接影响着旅游者的旅游体验，可见 “行”是这六大要素中一个非常重要的 要素。而航空运输又是高端旅游产品的重要组成部分，如果航空公司发生航班 延误必将给游客形成失败的旅游体验，影响旅游消费的后续环节。近年来，随 着国民经济的高速增长，民用航空运输业也几乎呈 “井喷”式快速发展，已连 续十多年保持 17%的年均增长率 2006 年，民航全行业累计完成旅客吞吐量、 货邮吞吐量和飞机起降架次分别为 33197.3 万人次、753.2 万吨、348.6 万架 次，分别比 2005 年增长 16.7%、19%、14.1%。在民航这种髙速发展的情况下， 航班明显增多。同时由于天气、空中管制、民航公司管理、旅客自身原因等 主、客观因素影响，决定了航班延误的不可避免 本文认真分析了航班延误的现状、形成原因以及当前航空公司实施补救服 务中存在的主要问题。最后从补救服务和顾客满意的角度出发，在充分学习、 借鉴国外相关理论和经验的基础上，研究了青岛航空公司的航班延误不就策 略 关键字：航空公司 ，航班延误 ，青岛航空公司 ，补救服务 ABSTRACT With the rapid development of Chinas economy, the increasing number of residents income, and more and more tourists to travel. Tourist consumption includes six aspects of food, live, travel, travel, purchase and entertainment. The line is the tourist traffic, including water, land and air transportation form. Whether travel traffic is safe, punctual, clean and comfortable directly affects tourists experience of travel. Therefore, row is a very important element of these six elements. Air transportation is also an important part of high-end tourism products. If airline delays occur, it will inevitably cause tourists a failure of tourism experience and affect the subsequent links of tourism consumption. In recent years, with the rapid growth of the national economy, the civil air transport industry has also been developing rapidly. It has maintained an average annual growth rate of 17% over more than 10 years. In 2006, the civil aviation industry completed a total passenger throughput, cargo throughput and aircraft movements were 331 million 973 thousand people, 7 million 532 thousand tons, 3 million 486 thousand vehicles, compared with growth of 16.7% in 2005, 19%, 14.1%. The rapid d