A Study On Disputes Pre-Caution Steps And Handling Procedures Of Airline Transportation

With the fast growth of globalization and airline transportation, the competition among major airlines is getting tense everyday and a good management of transportation related disputes is now much more important than ever. After the 2004-07-01 guideline for late departure flights, incidents of passengers occupying airplanes or refusal to get embark become quite often. How to take care of this type of complaints, especially when flight is truly late for departure, has been attached with more importance nowadays. The pre-caution steps and handling procedures to take care of passenger complaints seems like a simple issue, it is however the miniature of a airline company's management, it represents not only the management philosophy and operation structure, it also reflects the management level, personnel creativity and capability of execution and renovation.This paper starts from a systematic discussion of the current situation and the stereo types of airline transportation disputes,then to further analyze the causes and problems for airline transportation disputes, to discuss how to prevent airline transpiration disputes and the proper handling procedures for airline disputes.The relatively poor management of Chinese airline industry and the monopoly of airline industry in China is the ultimate reason that none of these disputes could be fully solved. How to balance the management expense and the relationship between benefit and customer satisfaction becomes the key to prevent disputes from repeatedly taking place. To effectively prevent airline transportation disputes, it should first definitely declare that service is the principle concern for all the jobs, then to design products, improve procedures and standardize service;Secondly, it need to improve the legitimate environment for airline companies; Thirdly, to add more personnel trainings so that to increase the personnel's overall capability. The effective handling of airline disputes need to have a correct attitude, then to establish an efficient disputes/crisis handling system and to educate and improve personnel's crisis management skill. Pre-caution and after-crisis actions could actually generate more benefit for an airline.This paper is mostly focusing on domestic airline transportation and research study is targeting at the service quality management. It does not go further on the other related academic theories.