| In recent years,the air transport industry has developed rapidly.In the face of fierce competitive environment,the quality of service is the key for the aviation enterprises to survive and develop.As a key link in the quality of civil aviation service,the flight delay remediation service has gradually become an important content of aviation enterprises.In order to improve the competitiveness,airlines need to actively explore the flight service remediation strategy,thereby reducing the loss of customers for enterprises to create competitive advantage.This paper,based on the existing research results and practical experience,using the statistical analysis,case study,and summarized research methods,elaborates the basic theory from the concept of customer complaints,service recovery and practical experience.The author analyses the recovery services of Air China Inner Mongolia Ltd,finds out the main reasons of the low customers’ satisfaction of the recovery service quality through the typical cases,customer satisfaction survey,and passenger complaints results.The author puts forward suggestions on flight delay remediation,and as the implementation of flight delay service remedial strategy theory and empirical basis,which has practical significance for Air China Inner Mongolia. |
