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一直以来,围绕着航班延误、客票超售、航空公司拒载等话题,人们对航空公司的孰是孰非评论不休,甚至会上升为“强权与冷血”的高层次指责。而航空公司只是一味保持着沉默或者例行公事般地处理,以致于这种风潮得到更大的蔓延。2月14日发生的海航拒载,14岁少女延误医治时间而截肢事件,引起了大范围的质疑与指责,甚至有些评论的矛头直指民航行业法规。虽然事件发生后,海航为消除事件的负面影响作出了很多的努力,但最终结果仍然是不尽人意。由此可见,我们的航空公司在危机面前,缺乏快速的应变能力,或者说,目前我们对危机环境下的客户管理重视还不够。危机环境并不仅指重大事故人们一谈到危机,往往会马上想到发生了飞行事故,其实民航行业面对的危机环境范围更为广泛。所谓危机环境,是指在航空运输过程中发生的,能够对旅客的认知发生较大影响的事件,小的事件可能是航班延误、航班取消、航空公司拒载等,
All along, people have been criticizing the airlines for their non-comments and even rising accusations of “power and cold-blooded” around such issues as flight delays, overbooking of tickets, refusals of airlines and so on. The airlines simply kept quiet or routinely dealt with, so that the wave of greater spread. The arrest of Havin on February 14 and the amputation of a 14-year-old girl by delay in treatment have aroused a wide range of questions and accusations, and some even point finger at the civil aviation industry regulations. Although HNA made a lot of efforts to eliminate the negative impact of the incident after the incident, the final result is still unsatisfactory. From this we can see that our airlines lack rapid response capability to the crisis or that at present we are not paying enough attention to customer management in a crisis environment. Crisis environment is not only a major accident People often talk about the crisis, often immediately think of a flight accident occurred, in fact, the civil aviation industry is facing a broader crisis environment. The so-called crisis environment, refers to the incident occurred in the air transport process, can have a greater impact on the passenger’s perception of the incident, the small incidents may be flight delays, flight cancellations, airline refusals, etc.,