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本文以轮椅旅客的服务作为研究对象,分析了轮椅旅客服务的流程,并针对航空公司在轮椅旅客服务中存在的地面运输拒载旅客、缺乏与轮椅旅客的沟通技巧、未能及时了解旅客需求、后续服务不够完善等问题,针对性地提出严格把好轮椅旅客售票环节、加强与轮椅旅客的沟通技巧、及时了解轮椅旅客需求、完善轮椅旅客后续服务工作的对策,以期能够进一步提高我国航空公司关于特殊旅客的服务。
In this paper, the service of wheelchair passengers is taken as the research object, the flow of wheelchair passenger service is analyzed, and the anti-traveler passengers who face the ground transportation in the wheelchair passenger service are lacking in communication skills with wheelchair passengers, failing to keep abreast of passenger demand, follow-up Inadequate service and other issues, targeted to put forward a strict wheelchair ticketing aspects of passengers, to enhance communication skills with wheelchair passengers to keep abreast of wheelchair passenger demand, improve follow-up service for wheelchair passengers countermeasures, with a view to further enhance our airline about special Passenger service.