从航班延误处置论如何提升机场服务质量  

On Improving the Airport Service Quality from the Flight Delay Treatment

作　　者：徐初娜[1] 

机构地区：[1]浙江旅游职业学院,浙江杭州311231

出　　处：《中南林业科技大学学报（社会科学版）》2014年第6期90-92,108,共4页Journal of Central South University of Forestry & Technology（Social Sciences）

基　　金：浙江省教育厅课题:"空乘礼仪四位一体教学;评价模式改革"(编号:kg2013691)

摘　　要：航班延误已成常态,是摆在机场面前的一个重要现实问题。针对目前航班延误信息发布不及时、改签服务不到位、补偿方式不明确、对滞留旅客服务单一等问题,机场应当加强管理、提高认识、认真实践,努力优化航班延误处置,探索用法律途径制定机场延误补偿标准、合理对候机楼餐饮类消费价格的管控,建立网络服务平台以优化服务流程、规范管理服务资源,构建全方位的服务保障机制,通过提升服务质量来面对被延误的旅客。Flight delay, as a normality, is an crucial practical problem placed in front of the airport. As to the present late delivery of the flight delay information, poor endorse service, inaccurate compensation mode, and the simplicity of serving the stranded passengers, the airport should strengthen the management, enhance the awareness, earnestly practice, strive to perfect the flight delay treatment, probe to use legal mechanism to compensate the stranded and rationally manage the consumption prices, establish a network to improve the service procedure and regulate the service resources, construct a comprehensive assurance mechanism, and serve the stranded passengers with its quality improved.

关 键 词：机场 服务质量 航班延误 提升 

分 类 号：F719-3[经济管理—产业经济]