一、我国航空公司客运服务整体性分析航空运输是服务性行业,优质服务是其根本。简单地说,民航客运是在旅客购买机票或通过其他方式取得机票后,与航空公司形成合约关系的条件下,航空公司将旅客和其行李运送到指定地点的航空运输行为。由于航空运输的特殊性,在整个民航客运的过程中,不仅有作为运输主体的航空公司的参与,还有机场、空管、安检、海关等辅助单位的参与。所以,民航客运服务的好坏不仅决定于航空公司向旅客提供服务的 First, the overall analysis of China’s airline passenger transport services Air transport is a service industry, quality service is its fundamental. Simply put, CAAC is an air carrier that carries airlines to carry passengers and their baggage to a designated location under the terms of a contractual relationship with an airline after a passenger purchases a ticket or otherwise obtains a ticket. Due to the particularity of air transport, throughout the civil aviation passenger transport, not only the participation of airlines as the main transport, but also the participation of airport, air traffic control, security inspection, customs and other auxiliary units. Therefore, the quality of civil aviation passenger service not only depends on the airline to provide services to passengers