我国航空公司服务投诉管理研究

Study on Airline’s Service Complaint Management in China

摘要: 在航空运输领域，航空公司服务投诉值得高度关注。本文基于最近五年(即2007年~2011年)的服务投诉数据，阐述我国航空公司服务投诉的趋势与特点，分析投诉产生的主要原因，最后，提出了加强航空公司服务投诉管理的基本对策。分析结果表明：针对我国航空公司的服务投诉现状与特点，只有从更新管理理念、改进管理手段、完善管理机制、健全管理制度和再造管理组织等方面同时着手，才能够有效解决航空公司服务投诉的问题。

Abstract: In the field of air transport, airline’s service complaint deserves to be concerned highly. Based on the recent five (namely from 2007 to 2011) data of airlines’ service complaints, it is firstly discussed the ten-dency and characters of airlines’ service complaint in China. Then, it is analyzed the main reasons for air-lines’ service complaints. Finally, it is put forwards some countermeasrues for them. The analytical result in-dicates: According to the fundamental status quo and charaters of China’s airlines’ service, Only if airlines update management ideas, and upswing management means, and perfect management mechanism, and be complete in management system and reforge management organization, can they effectively solve the prob-lems of service complaints.