Study on Airline Service Complaint Management in China

摘要

Airline service complaint is the direct reflection of consumer's dissatisfaction to airline's service quality, which will bring about negative affects on airline.Efficient service complaint management is the symbol of airline's active action to service complaint, and it is also an important component of airline's whole service quality improvement.Based on the basic data of civil aviation transport service complaint from 2007 to 2011 in China, this paper firstly reviews relevant literatures about complaint management, then it introduces the basic situation of airlines service complaints in China currently, and analyzes the main problems in airline's complaint management in China.Finally, it puts forward to some countermeasures for China's airlines service complaint management.