关于旅客行李破损投诉的研究.docxVIP

PAGE I PAGE I 关于旅客行李破损投诉的研究 摘 要：随着经济时代的发展，企业之间的竞争已经从传统的价格竞争转变为服务质量的竞争，俨然已经表示市场经济已经从公司为主导转向客户为主导，在具体的航空运输中，旅客必须要按照航空公司的要求携带符合运输要求的行李出行。结合有关航空行李运输要求，发现这些航空行李总共分为托运和非托运行李两种。旅客行李的重要、尺寸和携带物品必须要符合航空公司的要求，如果旅客选择托运行李的话，需要把行李交给机柜台的人员进行保管，到达目的地之后再提取行李。旅客需要自己保管非托运行李。从前航空公司接到的旅客投诉大多是服务态度恶劣、航班不正常等问题，近期行李运输的投诉率也逐渐升高，例如：行李的破损、行李晚到以及行李丢失等问题，因此行李运输也成了媒体关注的焦点。本文通过分析在行李运输中存在的问题以及原因，从而对如何降低旅客行李破损的投诉率提出相应的对策。 关键词：行李运输；服务质量；研究；对策 Study on Complaints of Baggage Damage Abstract: With the development of the economic era, competition between enterprises has changed from traditional price competition to service quality competition. It has been said that the market economy has shifted from company-led to customer-led. In specific air transportation, passengers must Travel with luggage that meets transportation requirements in accordance with airline requirements. Combined with the relevant air baggage transportation requirements, it is found that these air baggage are divided into checked and unchecked baggage. The importance, size and carrying items of passenger luggage must meet the requirements of airlines. If passengers choose to check in their luggage, they need to hand it over to the staff at the counter for safekeeping, and then collect the luggage after arriving at the destination. Passengers need to keep unchecked baggage by themselves. Most passenger complaints received by airlines in the past were problems such as poor service attitudes and abnormal flights. Recently, the complaint rate of luggage transportation has also gradually increased, such as: damage to luggage, late arrival of luggage, and loss of luggage. Became the focus of media attention. This article analyzes the problems and causes in luggage transportation, and proposes corresponding countermeasures on how to reduce the complaint rate of passengers ’luggage damage. Key words:Baggage transportation，service quality，research，countermeasures PAGE 8 PAGE 8 1 导论 根据民航总局预测，全国总共有1300万架飞机完成运输这项工作，总共有260个运输机场。这些具体的数据