基于天津机场潜在迟到旅客的服务改进

Service Improvement Based on Potential Late Arrival Passengers at Tianjin Binhai International Airport

航班延误是航空业面临的重大挑战之一,从旅客角度研究航班延误产生原因,将延误的事后补救变为事前管理,对解决航班延误,提高旅客服务质量具有重要意义。根据旅客在登机口的登机时间分布规律界定了潜在迟到旅客的范围,并利用调查数据分析旅客晚到原因,最后针对天津机场潜在迟到旅客提出服务改进的策略。

Flight delays are one of the major challenges facing the aviation industry. Studying the causes of flight delays from the perspective of passengers and turning the delayed remediation into ex ante management is of great significance for solving flight delays and improving passenger service quality. This paper defines the range of potential late arrival passengers according to the passenger’s boarding time distribution rules at the boarding gate, and uses the survey data to analyze the reasons for the passengers arriving late, and finally proposes a service improvement strategy for potential late arrival passengers at Tianjin Airport.