Airline Flight Delay Management From The Perspective Of Public Management

The rapid social development and rapid economic changes have greatly promoted the development and progress of the air transport industry, so that it plays an important role in the construction of the entire transportation industry. Compared with other modes of transportation, civil aviation industry has the advantages of distance, speed and economic efficiency, which has gradually become an indispensable part of the transportation system in China and got a lot of attention. In recent years, the market economy has penetrated into the development of the civil aviation industry, which lead to a gradual increase in the size of the relevant output and market demand. During the period of rapid development, the air transport industry has shown unprecedented prosperity. However, the phenomenon of flight delays has always been criticized, which influences the development of the civil aviation industry and bring serious harm to the society and public.According to the survey of relevant departments, although the domestic airline industry is in progress stage and flight number is increasing at present, flight delays is not uncommon, which shows a rising trend and results in a great waste of resources. At the same time it also affects the normal flight of passengers and damages the airline’s reputation and image. What’s more, it hinders the progress of the civil aviation industry. In the time of flight delays, because the remedy is not timely and reasonable, furthermore the information communication is seriously lagging behind, thus making the social public security and the legitimate rights of the public been greatly hurt. In order to improve countermeasures to deal with airlines flight delay affairs and improve flight punctuality rate, the state government departments and related aviation authority have the responsibility and obligation to reform and adjust the aviation management system. In particular, we need further strengthen the management efforts and programs on the hand of response to flight delays, so that there is a better promotion on the development of the aviation industry.This paper rationally analyzes the reasons for the delay in flight and put forwards more rigorous, feasible reform ideas in conjunction with the relevant academic theory, based on in-depth study of the current situation of China Eastern Airlines flight delay management and Countermeasures. The thesis is divided into five chanters. The first chapter is the introduction, which mainly describes the background of flight delays produced, clears the thesis meaning, value and purpose, and introduces the main research methods and ideas. The second chapter is an overview of the basic theory, which effectively combines and explains the service failure, service recovery and other important services critical moment of academic theory, so that it can play a role in a subsequent article on China Eastern Airlines flight delays in the elaboration and analysis of the problems and causes. The third chapter describes the management of flight delays at the present stage, and points out the defects and deficiencies of the service management. In order to lay the foundation for the follow-up of the corresponding management countermeasures, the systematic research is on the different angles of the local government, airlines, cooperation between local government and superior departments. In the fourth chapter, taking Eastern Airlines as an example, this paper puts forward the effective measures to improve the management of flight delays based on three aspects of the government departments, the aviation authority, airlines and so on. Then we can minimize its harmful effects in flight delays as much as possible, optimize and improve the quality of service, increase customer satisfaction. What’s more, it has important practical significance in promoting the course of further development of the air transport industry.