近年来,航班正常已经成为旅客和媒体关注的焦点,航班正点率成为消费者在乘机选择航空公司的重要参考因素。同时,发生航班延误后,旅客维权意识的加强也加大了航空公司在航班不正常时的服务难度。航班正常率高低直接影响航空公司的形象与经济利益。 In recent years, the normal flight has become the focus of attention of passengers and the media. Punctuality of flights has become an important reference factor for consumers in choosing an airline on the flight. In the meantime, after the flight delays, the strengthening of the awareness of protecting the rights of passengers has also increased the difficulty of airlines’ service when the flights are not normal. The normal flight rate directly affects the airline’s image and economic interests.