航班不正常处理与防范对策

Flight abnormal handling and prevention countermeasure

近几年,航班不正常问题成为社会关注的"热点"、旅客投诉的"焦点"。航班不正常通常指航班延误、取消、迫降等,导致航班不正常主要有天气、空中管制、机场、航空公司和旅客五个方面的原因。航空公司和机场在航班不正常处理与服务中应着重做好及时准确发布信息、积极妥善安置旅客、积极协调恢复航班、避免事态扩大等工作。防范航班不正常的对策主要有改革空域管理体制、提高行业服务组织水平和提升行业服务效率、开展全行业服务理念和服务技能相关教育、提前做好预案、果断制止无理取闹旅客等。

In recent years,irregular flights have become a focus of the society,and also a highlight of traveler＇s complaints.Irregular flights refer to delay,cancellation of flights and forced landing and others.Irregular flights often caused by bad weather,air traffic control,airport,airlines and passengers.Airlines and airports should focus on releasing timely information,being active in settling passengers and coordinating in restoring flights,avoiding further worsening of events and so on.Prevention of irregular flights can be realized from the following ways： reform the managing system of air space,improve service items and its efficiency,conduct whole industry service concept and skills education,preplan and stop decisively the oppressive passengers and so on.