Service Remedies for Flight Delay：take China Eastern Airlines as an Example

Abstract

With social changes and economic development, civil aviation transport plays an increasingly important role in the transportation system of our country. Due to its efficient and convenient advantages, civil aviation has played an important role that other means of transportation can not match, and its proportion in the transportation system is getting higher and higher. The current business environment is highly competitive, evolving rapidly, and customer expectations and demands are increasing, resulting in many airlines finding it difficult to retain customers. In addition, failure to recognize the real needs and desires of customers is also an obstacle to providing high-quality services. At the same time, flight delays are a major problem for society, and they can seriously damage the interests of airlines and passengers. Therefore, it is particularly important to adopt effective service recovery strategies when flight delays occur.

China Eastern Airlines, as a large domestic airline, has a greater influence in China, and it has a huge customer system. But China Eastern's flight delay rate has been high, which inevitably has some negative effects.

By analyzing the psychological needs and conflict causes of passengers during flight delay, this paper comprehensively finds out the most efficient flight delay remedy measures according to the satisfaction survey of passengers of China Eastern Airlines, so as to improve the customer satisfaction and enhance the competitiveness of China Eastern Airlines, so as to achieve a win-win situation.