A Study On The Causes And Countermeasures Of Abnormal Domestic Flight And Service

Flight delays are the challenges faced by the global aviation industry. All airlines are working hard at reducing flight delays and improving punctuality, but the phenomenon of flight delays have not only failed to eliminate, but increased. According to statistics, China’s current rate of flight delays is around20%higher than in developed countries, and these delays are featured with high frequency, long period of time, intensed disputes and contradictions. With the rapid growth in air traffic and services improvement in other industries, more and more travelers refer to consumer rights, and require airlines to improve service quality and to be responsible for flight delays, cancellations and other problems caused by airline operations. Some passengers even take some irrational actions such as denied boarding, refused to disembark to seize the aircraft and fight with airlines, so that the airlines operating costs continue to rise, the conflicts between airlines and passengers are showing a rapid growing trend. Some abnormal incidents often occur, such as the refuse of flying of the pilot due to passenger’s abuse, physical conflict between visitors and staff. Problems caused by flight delays have become increasingly prominent and the focus of public attentionSo, what are the main causes of flight delays? How to respond to flight delays? How to quickly make up the regrets and dissatisfaction it brings to passengers? How to get the tourists understanding and recognition? This paper combines the service marketing, service failure, service recovery, passenger satisfaction and loyalty, crisis management theory and gives analysis of the nature causes of our flight delays from the following aspects:delay caused by Airlines company, delay not caused by Airlines, delay caused by mutual connected factors. And it also researches the appropriate strategy and service skills for responding service needed aftward the flight delays.