An Survey On The Current Situation Of Service Information Transmission Of Eastern Airlines Wuhan Company

Along with the increasingly fierce market competition in civil aviation industry, the quality of customer service has been proven the key to win customers in the market. As an important part of customer service, service information transmission is getting more and more attention in China Eastern Airlines Wuhan Company. In order to provide practical basis to fully optimizing and upgrading the service information for the company, this paper conducted a survey on the transmission procedure of service information in China Eastern Airlines Wuhan Company basing on the perspective of communication theory, it also draw the transmission pattern graph of company service information. Furthermore the paper also constructs an evaluation index system for information transmission capacity of civil aviation company. By studying the relevant data and key factors in transmission procedure, the survey has verified the authority of China Eastern Airlines Wuhan company’s service information sources and transmitters, but the professional expertise of micro blog and We Chat’s transmitters have yet to be improved. The communication contents and channels are roughly in line with passengers’requirements, still some problems were found during the survey, for example, flexible service information is not comprehensive; severe homogenization exists in each transmission contents and channels; Wuhan characteristics service information channel is single and less known; Information notification is delayed and inaccurate; passenger feedback channel is obstructed. Last, this paper raises advices in order to improve company service information transmission situation, and point out the prerequisites for China Eastern Airlines Wuhan Company to possess the ability, that can realize mobile transmission and precision transmission, in addition, more attention must be put to the construction and development of mobile end communication channel, which means taking the "whole process of information service "as a start point to improve passenger experience, and take efforts to build up a regional prominent airlines. This survey put forwards a serial of optimizing strategies combining with passengers’ practical situations, and hopefully it could be practical reference significance for other airlines in our country.