高端旅客忠诚度提升策略研究——以中小型航空公司为例

Research on Strategies for Improving Loyalty of High-End Passengers—Taking Small and Medium-Sized Airlines as Examples

中国民航局发布的《新时代民航强国建设行动纲要》指出,我国具备从“民航大国”向“民航强国”发展的基础,中国航空市场进入高速发展时期。2023年民航市场迅速回温,各大航空公司针对高端旅客的忠诚度不断提升服务质量,基于此,论文围绕高端旅客特征与需求,系统分析中小型航空公司高端旅客服务现状与问题,进而有针对性地提出改进策略,包括服务品质提升、体验感受提升、个性化服务和营销策略等方面,以期对提高航空旅游服务形象和高端旅客忠诚度提供借鉴与参考。

The “Outline of Actions for Building a Civil Aviation Power in the New Era” issued by the Civil avia-tion administration of China (CAAC) points out that China has the foundation for developing from a “civil aviation power” to a “civil aviation powerhouse”, and the Chinese aviation market has entered a period of rapid development. In 2023, the civil aviation market rapidly warmed up, and major airlines continuously improved their service quality for high-end passengers based on their loyalty. Based on this, the paper systematically analyzes the current situation and problems of aviation high-end passenger services, focusing on the characteristics and needs of high-end passengers, and proposes targeted improvement strategies, including service quality improvement, experience en-hancement, personalized services, and marketing strategies, in order to provide reference for im-proving the image of aviation tourism services and the loyalty of high-end passengers.