Solutions To Improve The Quality Of Service. Flights Are Not Normal Circumstances Research

Nowadays, the aviation transportation increases about 10%per year under the circumstances of the integration of world economy and makes an interaction with national economy development at the same time. An active market demand is bound to take rat race.China Eastern Airlines faces up to the strong competition by implementing "customer service centric" as its brand management strategy. They try to increase customer satisfaction and fidelity by improving the load factor and then to enlarge the airlines' benefits.Load factor is the reflection of the customer satisfaction. The irregular flight complaint on lower normal flight rate and unsatisfied service takes about 32.42%of the whole customer complaint.This article starts with the customer service to analyze the reasons of irregular flight and continues to obtain the customer requirement orders by analyzing their requirements, satisfactions and characteristics (including their ages, genders, traveling intentions and education degrees)etc. The information broadcast will be the first requirement for irregular flight.To aim at the customer requirement, we can refer to Lao Tzu "do before occurred, control before disordered" and also the theory of Mr. Dai Ming. We should design a whole process management model and an integrated solution to improve the service quality of irregular flight,improve the business process, implement a close loop management of irregular flight including warning, affirmance, transaction, feedback and summarizing, consolidate information generation, announcement and tracing, make customer and operator to get the correct information timely and simultaneously.Finally this paper make a preliminary analyses for the feasibility of the solution.