Strategy Of S Airlines’ Service Management For Flight Delays

With the rapid development of the domestic civil aviation industry, flight delays have become a social problem that can’t be ignored.Flight delays not only caused decreased dissatisfaction of passengers, but the loss of customers of airlines.At the same times, social harmony and stability also were influenced. So flight delays have become an unavoidable social problem for everyone.Flight delays is a worldwide problem, management system of airlines is not perfect, inadequate resource cannot match high standards of passengers of civil aviation, resulting in flight delays and escalating conflicts.In this thesis, Problems of flight delays is studied. In the first part the research background and research purposes is introduced; Second part reality of flight delays of is reviewed, and the impact is analysized. According to the gap model for the quality of service. In the third part of the thesis, management mechanisms of airlines is builded,taken from optimization of operation of flight capability,information systems, improvement of service standards, improvement of the abilities of employee, insurance system builded for delays.This research method is literature reading method, professionals, interviews and case analysis, through interviews with professional employee of S airlines, more about the current operation of the airline and all aspect of governance mechanisms for delays the difficult faced were learned, and ultimately a comprehensive management mechanism for S airline flight delays must be established...