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ABSTRACTWiththerapiddevelopmentofChina'seconomy,theincreasingnumberofresidents'income,andmoreandmoretouriststotravel.Touristconsumptionincludessixaspectsoffood,live,travel,travel,purchaseandentertainment.The"line"isthetouristtraffic,includingwater,landandairtransportationform.Whethertraveltrafficissafe,punctual,cleanandcomfortabledirectlyaffectstourists'experienceoftravel.Therefore,"row"isaveryimportantelementofthesesixelements.Airtransportationisalsoanimportantpartofhigh-endtourismproducts.Ifairlinedelaysoccur,itwillinevitablycausetouristsafailureoftourismexperienceandaffectthesubsequentlinksoftourismconsumption.Inrecentyears,withtherapidgrowthofthenationaleconomy,thecivilairtransportindustryhasalsobeendevelopingrapidly.Ithasmaintainedanaverageannualgrowthrateof17%overmorethan10years.In2006,thecivilaviationindustrycompletedatotalpassengerthroughput,cargothroughputandaircraftmovementswere331million973thousandpeople,7million532thousandtons,3million486thousandvehicles,comparedwithgrowthof16.7%in2005,19%,14.1%.Therapiddevelopmentofcivilaviationinthehighcase,theflightwassignificantlyincreased.Atthesametime,duetotheinfluenceofthemainandobjectivefactors,suchasweather,aircontrol,civilaviationcompanymanagement,passenger'sownreasonsandotherfactors,theflightdelayisinevitable.ThispaperanalyzesthecurrentsituationofflightdelayinChina,thereasonsforitsformationandthemainproblemsexistingintheserviceremediesofthecurrentairlines.Finally,fromtheperspectiveofservicerecoveryandcustomersatisfaction,basedonfullylearninganddrawingonforeignrelatedtheoriesandexperiences,wehavestudiedthestrategyofQingdaoAirlines'sflightdelay.KEYWORDS:Airlines,Flightdelays,QingdaoAirlines,Serviceremedy目录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................................................1摘要................................................................................................................................................1ABSTRACT.....................................................................................................................................2引言..................................................................................................................................................31航班...
