Research On The Optimized Strategy For Passenger Mass Incident Caused By Flights Delay

With the continuous booming of the Chinese economy, the civil aviation industry will gain a high-speed development in a long term. Nowadays, more and more Chinese choose to go out for travel by plane, but the civil aviation industry will also meet much more contradictions and challenges in the process of development. Flights delay is one of them. The passenger mass incident caused by flights delay is just the vital contradiction which provokes a dispute between the passengers and the civil aviation industry. This kind of incident has very bad influence and attracts the public and the media’s concern. It is believed that the study on the disposal strategy of the passenger incident caused by flights delay is really necessary. The significance of the study is listed on the following three points. The first one is to be in the practice of sincere service. The second one is to be beneficial to the service brand of the airline. The third one is to be beneficial to the legal rights of the passengers.Based on the study of the relative papers both at home and abroad and the thoughts and feelings in the daily work, this paper starts form the definition of the related concept to the connotation and expression of the passenger mass incident caused by flights delay. Through the analysis on the disposition of this kind of incident in our country nowadays and the experiences of foreign country and Taiwan area, this paper point out the optimized disposal strangers and suggestions.The main contents of this paper are listed as following. Chapter one is the introduction. It is mainly about the background information of this paper, the summary of the related documents, the content and method of the research and the innovation of the research. Chapter two is the definition of the related concept and the theoretical basis of the research, mainly about the definition of flight delay and mass incident, the definition and form of passenger mass incident caused by flight delay and the related theoretical basis. Chapter three is the analysis of the current disposal strategy of mass incident caused by flight delay. It is listed as the current situation of the flight delay, the summery of the passenger complain caused by flight delay, the problem in the disposal of the passenger mass incident and the reason analysis. Chapter four is the comparing analysis of the disposal strategy in the foreign country and the Taiwan area of our country. It is mainly about the introduction of the disposal experience of this kind of incident in the US, Europe, Japan and Taiwan area of our country as well as the inspiration and reference. Chapter five is countermeasure and suggestion for improving the disposal strategy of mass passenger incident caused by flight delay. They are listed as following: build the coordinating teamwork mechanism, smooth the transmitting of the related information, unify the compensation standard, enhance the fast disposition ability and boost the report of the media. The last part of this paper is the conclusion and expectation. It points out the significance in dealing with the passenger mass incident caused by flight delay as well as the achievement in the process of this paper. Also, it lists the weak points of this paper and shows the direction of the research in the future.