论文部分内容阅读
作为9月质量月活动的一项重要内容,9月4日,国航浙江分公司在武林门民航售票处前面组织了一场“质量宣传咨询服务”活动。活动受到了过往群众的极大关注,对深入推进“四心”服务工程及增进乘客对航空公司的沟通了解起到了积极的促进作用。据了解,当日,浙江省众多知名企业参加了“质量宣传咨询服务日”活动,目的是加强各企业的诚信宣传、强化信用意识,开展保护消费者权益的咨询服务等,国航浙江分公司作为浙江省唯——家基地航空公司,作为展示浙江形象的一个重要窗口单位,结合公司实际,积极参与了此次活动。他们组织了运控中心、市场部值机和销售、客舱服务部、计企、知音卡中心等各线服务单位的业务骨干到现场对群众关注的问题进行了交流,如退票、特殊旅客的订餐、行李托运、行李损坏赔偿、导致航班延误的原因特别是流量控制等旅客较模糊的情况、航班延误后的服务流程(值机和客舱)等,受到咨询群众的欢迎。
As an important part of the September quality month activity, on September 4, Air China Zhejiang Branch organized a “Quality Publicity and Advisory Service” activity in front of Wushu Men Civil Aviation Ticket Office. The activity received tremendous attention from the masses in the past and played a positive role in promoting the “Four Hearts” service project and enhancing passengers’ understanding of airlines. It is understood that, on the very day, many well-known enterprises in Zhejiang Province participated in the “Quality Publicity Advisory Services Day ” activities, the purpose is to strengthen the integrity of all enterprises, strengthen credit awareness, carry out protection of consumer rights consulting services, Air China Zhejiang Branch As the only base of Zhejiang Province - home airlines, as an important window unit to display the image of Zhejiang, with the company’s actual situation, actively involved in this event. They organized the operational backbone of the operation and control center, the check-in and sales and cabin service department of the marketing department, the cabin service department, the accounting firm and the well-known card center to exchange information on issues of concern to the public, such as refunding, ordering of special travelers , Baggage, baggage damage compensation, leading to flight delays due to traffic control, especially the more vague passenger conditions, flight delays after the service process (check-in and cabin), etc., are welcomed by the consulting masses.