Research On The Remedy Strategy Of J Airport's Service Failure Under The Situation Of Abnormal Flight

In recent years,the civil industry is booming and the civil flight volume is soaring as well.At the same time,the improper service remedies turn into the focal point of the society.The conflict between service of airline or airport and the increasing need of the passengers when flights are abnormal indeed blocks the steps of progress of civil industry.Therefore,aiming at the research for service remedy for abnormal flight is very necessary.On the basis of the research achievements domestic and overseas,this essay analyzes the current situation of service remedy,the organization and division of labor of the dispose of abnormal flights,and the current process of remedy for improper service of J Airport.We can conclude the existing problems from views of internal and external of J airport.The external issues involve circumstance of politics and laws,and the one of society and culture;the internal issues are divided into five dimensions,including tangibility,reliability,responsibility,empathy and warranty based on the SERVQUAL model.Finally,to come up with measures responding to the problems mentioned above.The solutions of abnormal flight caused by external factors,including actively communicating with relevant departments of the provincial and municipal governments,establishing a coordinated group in order to realize linkage mechanism of service and guarantee.What's more,the paper suggests that relevant administrations should formulate laws,and strengthen the publicity of civil laws,regulations and knowledge,guiding passengers to safeguard rights reasonably.In response to internal problems,it is proposed to optimize the route resources by optimizing the route resources of the province and obtaining the advantage on both civil route and funds;speeding up the airport infrastructure with the theme of "safe,intelligent,human,green";improving the operational efficiency of the AOC,and actively keep with the Air Traffic Control Bureau,the meteorological station,and dispatch of various airlines to maintain the information sharing form,and realize the unified service guarantee standards for service procedures,information release,and remedial measures;and adopt the training formats of "external training + internal training" and "enterprise + colleges" to actively set up training courses that match the positions to improve the service quality of the ground service.In addition,this paper proposes a guarantee mechanism for the implementation of the recovery strategy for the abnormality of J airport flights from the aspects of talent team protection,cultural identity protection,financial security,emergency plans management and unify of ideology.This research not only contributes to perfecting the service remedy for abnormal flights of J airport,it's also conducive to lift the degree of passengers satisfaction in the whole province.