Research On Management Problems And Countermeasures Of Hainan Airlines Non-Normal Flights

In recent years,the growth rate of civil flights has reached a new height,at the same time,abnormal flights have gradually become a hot topic in the society.Due to the failure of remedial services,passenger demand cannot be effectively met,which leads to the dissatisfaction of passengers,which has an adverse impact on the long-term stable development of the civil aviation industry.At present,China’s civil aviation enterprises have certain problems in the management of irregular flights,which makes the customer satisfaction significantly decreased,and even cause mass incidents.Therefore,this paper analyzes the abnormal flight management problems of HU Company,a representative civil aviation enterprise in China,so as to study the coping strategies of abnormal flight management.Based on the review of relevant research results at home and abroad,this paper adopts early warning management theory,synergy theory,service recovery theory,literature analysis method,case analysis method,statistical analysis method and interview method to analyze and study the existing problems in the management of HU’s abnormal flights and countermeasures,and explains in detail the problems in the management of HU’s abnormal flights as follows: The early warning mechanism of irregular flights is not sound,the implementation and management of irregular flights are not in place,and the quality of service and recovery of irregular flights is not high.The corresponding reasons are:insufficient early warning of irregular flights,lack of targeted irregular flights management measures,irregular flights remedial management is not in place.This paper puts forward improvement measures from the aspects of establishing the disposal plan of irregular flights,strengthening the execution and management ability of irregular flights,and improving the service recovery management of irregular flights,and puts forward the safeguard measures of irregular flight management response strategies based on relevant theories,including resource guarantee,supervision guarantee,system guarantee and human resource guarantee.This paper uses relevant enterprise management theories to analyze and solve the current HU abnormal flight management problems,and provides theoretical reference for similar abnormal flights.This study will not only help to improve the service management of HU abnormal flights,but also contribute to the further improvement of passenger service satisfaction.