航空公司特情退改自动化处理方法的研究  

Research on Automated Processing Method for Rescheduling and Refund under I rregular Operations of Airlines

作　　者：刘婷婷 程博 梁玉伟 李晶 林伟成 苏振威 LIU Tingting;CHENG Bo;LIANG Yuwei;LI Jing;LIN Weicheng;SU Zhenwei(TravelSky Technology Limited,Beijing 101318,China)

机构地区：[1]中国民航信息网络股份有限公司,北京101318

出　　处：《民航学报》2024年第6期1-5,共5页Journal of Civil Aviation

摘　　要：本论文提出的方案旨在优化民航特情下的旅客服务流程,特别是针对免费改期和退票服务.我们深入研究了民航局及各大航空公司的特情政策,设计了一套智能、高效的自动处理系统.该系统能够自动识别并响应特情情况,支持在指定时间段、航段和舱位范围内进行自动、快速的免费改期和退票操作.这不仅极大地简化了传统的人工审核流程,提升了服务效率,而且有效降低了因人为操作带来的错误风险.该方案的核心优势在于其便捷性、高效性和智能化.通过自动化处理,旅客可以更加轻松地应对特情下的票务问题,无需长时间等待或反复沟通.同时,系统的高效运行和智能化的决策机制也提升了航空公司的服务质量和客户满意度.This paper proposes a solution to optimize passenger service process under irregular operations in civil aviation,free rescheduling and refund services in particular.We conducted an in-depth study of the irregular operation policies of the Civil Aviation Administration of China and major airlines,and designed an intelligent and efficient automated processing system.The system can automatically identify and respond to irregular situations,and supports automatic and rapid free rescheduling and refund operations within specified time periods,flight segments and fare classes.This not only greatly simplifies the traditional manual review process and improves service efficiency,but also effectively reduces the risk of errors caused by human operations.The core advantages of this solution lie in its convenience,efficiency and intelligence.Through automated processing,passengers can deal with ticketing issues under irregular operations more easily,without the need for long waiting time or repeated communication.At the same time,the efficient operation and intelligent decision-making mechanism of the system also improve service quality and customer satisfaction of airlines.

关 键 词：航空公司 特情政策 免费改期和退票 自动处理系统 智能 

分 类 号：U8[交通运输工程]