M Airline Delay Service Improvement Research Based On Passenger Satisfaction Survey

Flight delay is the theme that must be faced with in aviation service.Civil aviation flights will be delayed by weather factors,mechanical failures,airport factors and passengers.According to the relevant regulations of the Civil Aviation Administration of China,the flight arrival time is later than 30 minutes and above the scheduled time,which means that the flight has been delayed.Flight delays will not only disturb the normal travel schedule of passengers,affect the normal landing of Airport Flights,increase extra costs for passengers' travel,but also affect the satisfaction level of passengers for flight delays,and reduce the loyalty of passengers.M airlines as one of the twelve major domestic airlines,airport base due to the special location of the flight delay,the average delay rate and the market in the first place in the country's twelve major airlines,M airlines facing for flight delays passenger service demand is much higher than that of general aviation company.This paper mainly adopts the methods of literature research,case study,study the passengers for the delay service demands and expectations,and on the basis of analysis of flight delay problems in service and potential reasons,the results of the study show that the future of the airline to delay passenger service improvements need to strengthen from the normal management,reduce flight delays the degree of improvement,the release of information,to ensure passengers' right,improve the change service,ensure passenger choice,actively deal with the problem,the proper placement of nine passengers to make efforts.