（毕业论文设计）-论特殊旅客服务运输及国内国外特殊旅客服务运输的比较（学术精品）.docVIP

PAGE l 毕业论文 论特殊旅客服务运输 及国内国外特殊旅客服务运输的比较 姓 名： 专 业： 学 号： 完成日期： 指导教师: 摘要 随着航空业的不断发展，旅客的服务运输水平也在逐渐提高。两地之间的旅客运输也不单单是在飞机上为旅客端茶送水，提供餐食。作为一些特殊的旅客在接受航空运输的过程中，机场以及航空公司也会给予特别的礼遇，或给予特别的照顾。 特殊旅客有很多种，包括重要旅客，无成人陪伴儿童，孕妇，婴儿，病残等旅客。在服务这些旅客时，无论是机场工作人员还是机组人员，都要给予特殊的照顾，这也是一种责任。要做到“眼勤，手勤，耳勤，嘴勤，腿勤。” 有一些国外的航空公司或机场服务特殊旅客的做法和我们国内会有稍许不同，但大家的出发点都是为了能够尽可能满足旅客需求。把旅客当作上帝一般为其提供服务，务求做到“宾至如归”，这也是作为一名机场工作人员的基本素养。 关键字: 特殊旅客，服务，特殊旅客国内外比较 ABSTRACT Nowadays airlines extend all possible assistance to passengers who have special request and needs. Everyday requests range from passengers wishing to transport a pet to others with specific meal requirements. Other passengers may require assistance with boarding a plane and getting seated due to a medical problem. Young passengers might require escorting around the airport or while on board, especially if they are traveling for the first time and are unfamiliar with procedures. It is usually the agent’s responsibility to communicate the passenger’s request to the carrier. In more complex situations the agent may be required to deal directly with the airline on the customer’s behalf, to make the necessary arrangements regarding the passenger’s comfort and safety. The agent will format such requests by using special service request commands. Then he will send automated messages in a PNR. The airlines will then read them and respond, confirming or rejecting the request. For more complicated request, many agents find it simpler to telephone the carrier and talk directly to airline reservations staff. Key word: special request responsibility 上海交通职业技术学院毕业设计(论文) 目 录 TOC \o 1-3 \h \z HYPERLINK \l _Toc139102262 摘要 PAGEREF _Toc139102262 \h I HYPERLINK \l _Toc139102263 ABSTRACT PAGEREF _Toc139102263 \h I 绪论———————————————————————————————————4 HYPERLINK \l _Toc139102265 一、分类特殊旅客—————————————————————————————5 二、 服务特殊旅客—————————————————————————————6 三、国内特殊旅客服务———————————————————————————7 四、国外特殊旅客服务————————————