笔者在长期的民航服务培训中,在感受到民航服务高效、优质、标准化的同时,更强烈的感受到民航员工的诸多无奈和心酸。随着中国经济的发展以及民航业改革进程的加快,民航的旅客群体发生了巨大的变化。在市场经济的今天,旅客的多样性和旅客素质的参差不齐让民航服务面临许多过去从没有遇到的新课题。民航服务变得越来越难以把握,“服务没底线”是许多民航人的共同感受,员工“含着热泪微笑”的场面比比皆是,在“超负荷付出”的情况下, In the long-term civil aviation service training, while feeling the high efficiency, high quality and standardization of civil aviation service, I feel more helpless and sadly of civil aviation staff. With the development of China’s economy and the acceleration of reform in the civil aviation industry, great changes have taken place in the passenger population of civil aviation. In today’s market economy, the diversity of tourists and the uneven passenger quality make civil aviation service facing many new topics never encountered in the past. Civil aviation services have become more and more difficult to grasp. “Service is not the bottom line ” is the common feeling of many civil aviation personnel, staff “smile with tears ” scene abound, “overload” under,