Research On Passenger Remedy Mechanism After Flight Delay

After the reform and opening up,China’s civil aviation industry has developed rapidly.In 1978,China’s civil aviation industry carried 2.3 million passengers,ranking only 37 th in the world,and passenger transport accounted for only 1.6 percent of the country’s comprehensive transportation system.In 2019,the total transportation turnover of the whole industry reached 129.32 billion ton-km and 660 million passengers,287 times that of 1978.The speed of development attracted the worldwide attention.IATA(The International Transport Association)predicts that China will overtake the United States of America to become the world’s largest air transport market in 2022.At the same time,after the rapid growth,China’s civil aviation and the world’s aviation industry is facing the same severe problem-flight delay.In recent years,conflicts among passengers,airlines and airport staffs have occurred from time to time due to flight delay.Especially for a long time,large-area flight delays,in the absence of appropriate remedial work and guide,passengers under the influence of strong emotions would be overprotection of their rights by extreme measures.These have occurred over the years,such as passengers collectively refused to leave the aircraft,beating up service staffs and destroying airport facilities,or ran into to the runway to stop the plane from taking off.These behaviors seriously disrupt public order,endanger the safety of civil aviation.From the perspective of public crisis management,these events are typical in their burstiness,urgency,uncertainty,harmfulness,diffusivity and sociality.In the process of managing flight delay,the civil aviation administration has issued a series of policies and regulations based on the experience of past events.Such as Regulations on Normal Flight Management,issued by the China Aviation Association in 2016,Civil Aviation Passenger Uncivilized Behavior Record Administration Measures(Trial),issued by China Air Transport Association in 2016.On the one hand,through measures such as punishment or reduce routes enable airlines to reduce delays caused by the airlines themselves,on the other hand to expectation by passenger ‘blacklist’ system could constrain,prevent passengers into extreme behavior.These policies and regulations have,to a certain extent,improved the on-time rate of flights,safeguarded the legitimate rights and interests of passengers,and protected the order of air transport.However,the conflict between passengers and airlines caused by flight delay has not been completely resolved,and the outbreak point of conflict is mostly related to interests.In this paper,through the research on the current passenger remedy after flight delay,and using the method of questionnaire survey,through the passengers focus on the value of the current delay remedy and their needs during flight delay,analyzing the questionnaire data and find out the deficiency of remedy after flight delay.Meanwhile compare to Europe,the United States,Japan,the remedial measures of these countries and their achievement,summarizing international excellent experience.By using the fairness theory,fairness perception theory,the knowledge of the theory of service recovery,on the basis of fairness theory,around the outcome fairness,procedural fairness,interaction fairness three dimensions to improve the existing flight passenger remedial work.From the aspects of the release of delay information,the remedial behavior of airlines,and the protection of passengers’ rights and interests.This paper puts forward to the support of government,the civil aviation administration,airlines,airports and other relevant departments to plan as a whole collaboration,to optimize and improve the mechanism of flight passenger remedial method,enhance the level of China’s civil aviation passenger transport services.