南航这个“失误”不该有!其他航司也要注意

创业资讯 阅读(1985)
胜博发登录网址

Things go through like this:

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On July 1st, Feng Wei, a professor at Fudan University with about 126,000 Weibo fans, posted a flight delay on his personal experience on Weibo, causing heated discussion. The professor wrote a lot, I listed a few points for everyone to see:

(1) On the evening of June 30, the professor returned to Shanghai from a certain place, the flight departure time arrived, and the airport did not delay the broadcast notice;

(2) The passenger of the flight asked the ground crew at the boarding gate to call to inquire about the flight situation, and the ground crew refused. For the first time, the professor used Weibo to “warn” the ground staff and asked for a clear statement about the flight delay. Later, he learned from the airport ground personnel that the flight delay was an airline problem;

(3) The airport personnel are not willing to contact the aviation division. The professor used the microblog to "warning" for the second time. After the flight was delayed for 2 hours, the flight crew came and said that the tire had potential safety hazards and should be replaced. have not responded yet. Then the professor and the people of the aviation department discussed the reasons why the delay was not received in time, and why the major aviation department did not have a spare tire in the provincial capital;

(4) After the professor used the microblog to "warn" the airline for the third time, the airline quickly borrowed the same type of tire from other airlines. It was installed in less than an hour, and the hidden danger was eliminated and took off!

The above four points are all from the professor Weibo overview.

After all, a professor is a professor, or a reasoner. Basically, he is not right. His original words: The reason for not having a name for the airline is that he does not want to damage the reputation of the airline and does not want to add trouble to the specific staff. I have repeatedly stressed to passengers that they should not be angry with them (airport ground staff), they are innocent.

This mindset first praises

As a non-civil aviation professional, the professor's unprofessional narrative and questioning can also be understood.

xx这件事引起了互联网的激烈讨论。我也把教授的所有关于此事的微博都转了过来。今天没有讨论专业的(讨论没用)。只要看看教授所说的话:航班延误是司空见惯的。作为客人无视乘客是正常的。他们不应该改变吗?

问题是对的。

在我看来,它应该被改变,它应该被反映出来。

这位教授说,该航班是南航的CZ3422航班,从西宁曹家堡机场飞往上海浦东国际机场。预定出发时间为6月30日20: 00,实际出发时间为23:延迟时间为2小时。 59分钟。

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该航班的预定登机时间约为19: 30.根据规定,如果在大约19: 30时无法开始登机,航空公司应发出延迟通知,通知机场和/或销售代理商的航班延误信息,然后每30分钟发送一次动态通知。

计划的乘客登记时间实际上是延迟信息发布的决定时间点。

处理延误航班有明确的要求:

承运人应在30分钟内向机场管理机构,空中交通管制部门,地面服务代理商和空运代理商发出航班起飞延误或取消信息,包括航班起飞延误或取消原因和航班动态。

第一:向机场和乘客发布延迟信息不是第一次;

第二:当乘客主动询问时,没有统一的延误原因。

这位教授第一次从飞行人员那里了解到这次飞行是由于需要更换轮胎造成的延误。结果,在航班延误约2小时后,他听到了第一次广播延迟通知:“CZ3422次由于流量控制。航班延迟起飞。出发时间待定。”

此延迟通知可以描述为草率。

如果您是乘客,听到这种不一致延迟后您会有什么感受?有被戏弄的感觉吗?它会是一记耳光吗? (也许在22点有流量控制,即使是这种情况,也应该解释航班延误的第一个原因)

19: 20航空公司决定更换轮胎,19: 20至22点近3个小时,公司没有办法主动告知乘客任何延误.

可以说,在这次延误飞行的处理过程中,它完全失控!

如果中国南方航空公司在第一时间通知乘客延误,即使流量控制被释放,也不应该出现在目前的情况,但南航不会!

我不知道南航担心什么?

担心公司发布延迟,导致乘客赔偿?

或者因为工作量很大?

没有及时监控这次航班的运行情况?

或者信息发布过程中的延迟存在缺陷吗?

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正如教授所说,事实上,乘客想要非常简单。由于航班延误是常态,请请航空公司将乘客视为客人。

无论航班发生什么,延误多长时间,信息将及时传递给乘客,我相信乘客会理解。

遗憾的是,这次中国南方航空公司没有这样做。

在第一款(1)中,如果旅客没有通知旅客延误或取消航班起飞,民航区域管理局将处以不低于2万元但不超过4万元的罚款。

中国南方航空公司的“错误”必须至少罚款2万元。

2万元是中国南方航空公司的一件小事。我只是不知道中国南方的品牌价值在这次事件中受到了损害。

该事件可被视为延迟飞行处理的典型示例。航空公司如何协调航班延误期间的各个方面,以避免因处理不当造成的舆论事件。

这也提醒其他航空公司,包括发放延误信息的值班人员,注意严格遵循流程,保护自己!

这是一个可以及时避免的问题,但我希望在学习课程后不会再发生这种问题。

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注意:

目前没有中国南方航空公司的官方回复,

以上观点主要来源于教授的微博叙事等。

有兴趣的学生可以扫描下面的代码

浏览我之前写的其他内容

有很多干货和好的内容

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