Study On Optimization Of Service Quality Management Of Irregular Flight Of S Airlines Company

With the continuous development of my country’s transportation industry,my country’s civil aviation industry has maintained a strong growth momentum in recent years.Air passenger traffic continues to hit new highs.At the same time,civil aviation domain resources have become increasingly tense,and the problem of irregular flights has become prominent.In the context of increasing consumer awareness of rights protection,complaints and conflicts caused by irregular flights have become more and more serious.For airlines,it is necessary to strengthen the management of irregular flights and improve passenger satisfaction by providing high-quality services to passengers.Therefore,the management of abnormal aviation service quality is essential to improve the experience of passengers and the quality of airline service.Further improving the service quality of airlines’ irregular flights has become an urgent issue for airlines to solve in their business development.In the research on the optimization of service quality management of irregular flights,this article chooses S airline as a case,which is representative.By optimizing the service quality management of S airlines irregular flights,it can not only solve a certain extent.The problems existing in the management of abnormal flight service quality of airlines can improve service quality,and at the same time,it can also provide a certain reference for the management of abnormal flight service quality of my country’s civil air transport enterprises.In the study of S Airline’s abnormal aviation service quality management,this article mainly uses questionnaire survey methods to investigate the satisfaction and problems of S airline’s abnormal service management.In the survey,customers and service personnel of S airline are respectively targeted.Conducted an investigation,summarized the problems and deficiencies in S airline’s irregular flight services based on the results of the investigation,based on the existing problems and deficiencies,based on the PDCA cycle theory,from four aspects: planning,execution,inspection and action In the aspect,the reasons for the problems in the service quality management of S airlines’ abnormal flights have been analyzed.Based on the analysis of the reasons,optimized strategies have been proposed from four aspects,and then based on the PDCA cycle theory,the S airlines’ abnormal flights have been proposed.Countermeasures and suggestions for improving and optimizing flight service quality.After completing the optimization of S airlines’ abnormal flight service quality management,in order to ensure that the optimization plan can be effectively implemented,this article puts forward the guarantee of S airlines’ abnormal flight service quality management optimization from the aspects of organization,resources and human resources.Through the analysis of this article,the following conclusions can be drawn: S airlines have low passenger satisfaction in irregular services,and S Airlines’ information communication,information release and communication coordination in the management of irregular flight services are not perfect,and they have not targeted irregular flights.Services to formulate effective performance appraisal mechanisms and incentive mechanisms.S airlines need to formulate service objectives and service plans based on existing problems in the management of service quality of irregular flights;optimize the service process during execution,establish a collaborative service mechanism,and exert the functions of various departments in service management of irregular flights In the inspection phase,it is necessary to formulate a special performance evaluation mechanism for the management of abnormal flight service quality,strengthen feedback on performance integration,and find problems in abnormal flight services in a timely manner through performance evaluation,and communicate Feedback and urge to solve the problems found in a timely manner;in the processing stage,it is necessary to summarize the quality results in a timely manner and continuously improve and optimize.It is hoped that the optimization research of S airlines’ abnormal flight service quality management through this article can play a certain reference role and reference significance for the abnormal flight service quality management of my country’s aviation industry.