Research on improving passenger service quality after flight delay

Abstract

Flight delays have always been a major problem in the air transportation industry, which not only affect passengers' travel experience but also restrict the operational efficiency of airlines. This article focuses on improving the quality of passenger services after flight delays, explores the current situation of flight delays and service remedial measures in China, and hopes to propose practical improvement methods to contribute to the better development of the civil aviation industry.

The research comprehensively employs methods such as literature review, questionnaire survey and statistical analysis to comprehensively analyze the situation of flight delays in China and the impact on passengers. Meanwhile, 66 questionnaires were designed and distributed to understand passengers' real experiences when flights were delayed and their views on remedial measures. Furthermore, after a detailed analysis of the survey data, it was found that there are many problems in the remediation of flight delay services in our country, such as inconsistent compensation standards, untimely information notifications, and imperfect complaint handling mechanisms.

Research has found that among the causes of flight delays in our country, those caused by weather conditions account for the highest proportion. Moreover, passengers' satisfaction with the services provided by airlines is not high, especially in terms of economic compensation, information disclosure and complaint handling. Surveys show that only about 20% of passengers received financial compensation during delays, and approximately half of them were able to receive flight information in a timely manner. These data all indicate that there is still much room for improvement in the service remediation work of airlines after flight delays.

Referring to the experiences of the European Union and the United States in terms of flight delay service guarantee, combined with the actual situation in China, this paper proposes methods to improve the service quality after flight delays in China from multiple perspectives. First of all, it is suggested to accelerate the improvement of relevant laws and regulations in civil aviation and clarify the specific provisions for safeguarding passengers' rights and interests. Secondly, establish a third-party coordinating body supervised by the government to handle the conflicts between passengers and airlines fairly. In addition, it also includes unifying compensation standards, establishing multi-level remedial mechanisms, enhancing the service awareness and emergency handling capabilities of front-line employees, optimizing the information notification mechanism, and improving the complaint handling mechanism.

The implementation of these improvement measures can not only effectively alleviate passengers' anxiety caused by flight delays, but also enhance passengers' trust and favorable impression of airlines. In the future, with the continuous advancement of aviation technology and the continuous expansion of the aviation market, China's civil aviation industry will face higher requirements and greater challenges in improving service quality. Therefore, continuously paying attention to passengers' demands and constantly optimizing the service remediation mechanism are the keys to the development of China's civil aviation industry.