摘要民航是中国经济和社会发展的重要战略产业。改革开放以来，中国民航事业发展迅速。随着民航事业的不断发展，旅客服务水平不断提高。由于一些特殊旅客的存在，机场或航空公司也将给予特殊待遇或特殊照顾。本文从特殊客运服务的概念、服务原则、技巧等方面介绍了我国的南方航空公司提供特殊客运服务的相关内容。找出存在的问题并采取措施解决相关问题，以进一步提高服务质量，增强南方航空公司的竞争力。关键词：南方航空；特殊旅客；服务质量AbstractCivilaviationindustryisanimportantstrategicindustryinChina'seconomicandsocialdevelopment.Sincethereformandopeningup,China'scivilaviationindustryhasdevelopedrapidly.Withthecontinuousdevelopmentofthecivilaviationindustry,theservicelevelofpassengersisalsocontinuouslyimproved.Assomespecialpassengersintheprocessofreceivingairtransport,airportsorairlineswillalsogivespecialtreatmentorspecialtreatment.Inthispaper,theconceptofspecialpassengerservice,serviceprinciples,skillsandotheraspects,detailedintroductionofChinaSouthernAirlinesforspecialpassengerservicecontent.Andtofindouttheexistingproblems,andtosolvetherelatedproblems,tofurtherenhanceChinaSouthernAirlinesThequalityofservice,enhanceitscompetitivestrength.Keywords：SouthernAirlines;Specialpassengers;qualityofService目录一、绪论..................................................1（一）研究背景和意义............................................................................11.研究背景........................................................................................12.研究意义........................................................................................1（二）研究目的与方法............................................................................21.研究目的........................................................................................22.研究方法........................................................................................2二、基本概念及理论..........................................2（一）特殊旅客的概念及分类................................................................21.特殊旅客的概念............................................................................22.特殊旅客的分类............................................................................3（二）特殊旅客客舱服务主要内容........................................................3（三）服务满意度理论........................................................................5三、中国南方航空公司特殊旅客服务现状..........................6（一）中国南方航空公司特殊旅客服务简介........................................61.公司简介........................................................................................62.南航特殊旅客服务简介................................................................8（二）问卷调查........................................................................................91.问卷设计........................................................................................92.问卷发放........................................................................................93.问卷调查结果分析统计................................................................10四、中国南方航空公司特殊旅客服务中存在的问题..................13（一）缺乏先进的硬件设施....................................................................14（二）员工的专业水平和服务意识仍需提高........................................14（三）公司与...
