1. Improve and build a training exchange platform to improve the service quality of the whole industry.
First, relevant institutions, research institutions, aviation associations and other units need to conduct theoretical and technical research, development and practice, and spread advanced achievements and technologies to airlines through training. Both service skills and business knowledge need to be conveyed to every post in time, so as to promote and improve the service quality of airlines.
Second, some effective communication platforms should be formed in the industry to open up communication channels between airlines, such as communication and sharing between aviation alliances. It is also necessary to establish some public information exchange platforms, such as civil aviation websites, forums and Weibo, which can be used to exchange experiences and obtain information. These platforms can not only exchange business knowledge and service level in the industry, but also allow passengers to communicate directly with airlines, so that more passengers can understand the procedures and regulations of civil aviation. Only by mutual understanding and understanding can our service work be better. Nowadays, the aviation operation mode is constantly changing, and there are more and more ways for airlines to serve and promote, and the transportation conditions and requirements are also diverse. These need to be known to passengers. In addition to what passengers need to know when purchasing air tickets, consumers should also know this information through the public consultation platform.
2, timely release the main indicators of service quality data.
In the service quality control system of airlines, quantitative statistics and analysis of flight abnormality rate (or punctuality rate), complaint rate, overbooking and improper baggage handling are all ways and methods to monitor service quality. Airlines can adjust and improve management and improve service quality according to the results of these data, which is the internal closed-loop management of airlines. From the macro point of view of the industry, it is necessary to introduce competition mechanism into the whole aviation service system of the industry to improve the service quality of airlines. Government departments should publish these indicators of airlines regularly (for example, every month), so that consumers and airlines can understand the current situation of related indicators of airlines. The publication of these data not only urges airlines to improve their service quality, but also is an important data source for professional institutions to study, and of course, it is also a reference data for the government or airlines to formulate policies and control policies.
Of course, the published index data must be objective, fair and accurate, and these attributes or principles must run through every link of data acquisition. Airlines and government departments need to establish a scientific management mechanism to ensure the objectivity, fairness and accuracy of data.
3. Evaluate the service quality of airlines in various ways.
At present, there are various ways to evaluate the service quality of airlines at home and abroad. Judging from these results, it is not a simple evaluation, but an important link and means to improve service quality. The angle of service quality evaluation is also varied, but it is worth noting that no matter how to evaluate, it should be based on the real feelings and expectations of passengers. Under this premise, we need to use scientific methods, advanced means and platforms to analyze, and the results are objective and fair. It should be said that at present, there is no comprehensive evaluation report that fully reflects the service quality in China, and the civil aviation resource network has taken the first step at present, which is worth continuing to develop and study and strive for authoritative institutions and reports in the industry. If we want to make an all-round service evaluation of airlines, we should bring all the factors that can reflect the service level into the evaluation system and evaluate them by scientific means.