Research On Recovery Service For Flight Delays

With economic development and the popularity of air transport services, China has rapid development at air transporting, ranking second at long-term industry-wide traffic in the world. Rapid increase in the size of air transport has led to the production of a range of issues, which caused prominently flight delays and then group events, which often results in serious harm to interests of all parties, and bad social impact because of mismanagement. From perspective of a professional aviation person with the theory of delay in a wide range of domestic and international air service recovery program, combined with practical work and research experience, I will try a solution for the problem, hoping to effectively provide a useful reference to deal with the future Class of problems.In this paper, the structure is divided into the first chapter of introduction, the second chapter of theory review, the third chapter of deep analysis in flight delays leading to group events, the fourth chapter of service recovery strategy analysis for group event which is caused by flight delays, the fifth chapter of conclusion. The first chapter presented the background, the significance and the main contents of this paper. The second chapter describes the definition of flight delays and the main causes. The third chapter introduces the concept of group events and features, introducing and reviewing service recovery theories. The fourth chapter is in-depth analysis of causes of the group event which are caused by flight delays. It analyses reasons of flight delays, reasons of factors which led to group events starting from the typical case of flight delays with particular explanations based on Passenger psychology. The fifth chapter suggests service recovery strategies to solve group events basing on the above analyses, from the establishment of system solutions, service recovery based on consumer psychology and the establishment of service compensation scheme model to explore the actual strategy for group events because of delayed flights.The sixth chapter is to verify and test the author’s systematic coping strategies for group incidents,by Chongqing Airport flight delays mechanism, plan and practical measures to deal with a large area of delayed flights.Flight Delays prevention mechanism is the current focus of theoretical research, of which most articles analyze methods of reducing flight delays from perspectives of the optimal flight plans, airport ground operations and air traffic optimization. However, when the flight delays occur, there is few research referring to how to avoid and reduce the occurrence of group incidents. In fact, this problem is increasingly affecting the quality enhance of air transport services, and even the construction of a harmonious society. The innovation of this paper are the integrated use of theory and methods at Management, Game theory, Consumer Psychology, the use of Systematic thinking and methods to do overall co-ordination analysis, the design of the system which has a direct operational service recovery solutions to solve real problems and confirmation of feasibility and practicality by empirical analysis.