中美航班超售服务补救措施比较及启示  

Comparison of Measures for Flight Overbooking Service Recovery between China and the United States and the Implications

作　　者：魏中许[1] 陈曦 WEI Zhongxu;CHEN Xi(Civil Aviation Flight University of China,Guanghan 618300,Sichuan,China)

机构地区：[1]中国民用航空飞行学院,四川广汉618300

出　　处：《民航学报》2023年第4期1-6,共6页Journal of Civil Aviation

基　　金：中国民用航空飞行学院科研项目:以人民为中心视域下的民航收益管理理论创新研究(立项编号:J2021-117)。

摘　　要：机票超售是民航收益管理的重要手段,同时超售也引发了许多纠纷和冲突,航班超售服务补救是化解航班超售纠纷的重要措施。通过中美航班超售服务补救措施比较分析可见,二者在超售信息告知及赔偿标准方面存在显著差异。我国航班超售投诉率逐步上升,从最初低于美国,到后来逐步超过美国,且差距呈扩大趋势,表明我国的航班超售服务补救措施并未达到预期效果。具体服务补救措施差异是中美航班超售服务补救措施实施效果较大差异的直接原因。国内航班超售服务补救机制措施应着力于事前明确、统一指标和强化赔偿等方面工作,以践行“真情服务”化解民航超售纠纷问题。Air ticket overbooking is an important means of civil aviation revenue management,at the same time,it has also caused many disputes and conflicts.Service recovery is an important measure to resolve the disputes over overbooking.Through comparative analysis of the service recovery measures for overbooking of China and the United States,it can be seen that there are significant differences between them in terms of overbooking information notification and compensation standards.The complaint rate for overbooking in China has gradually increased,initially it was lower than that in the United States,gradually it surpassed the U.S.,and the gap is gradually expanding,which indicates that the service recovery measures for overbooking in China have not achieved the expected results.The difference in specific service recovery measures is the direct reason for the great difference in the implementation effect of flight overbooking service recovery measures between China and the United States.Domestic service recovery measures for flight overbooking should focus on prior notification,unifying indicators and strengthening compensation,so as to realize"sincere service"and solve the dispute on overbooking in civil aviation.

关 键 词：中美对比 航班超售 服务补救 超售信息告知 赔偿标准 

分 类 号：F562[经济管理—产业经济]