民航总局为了维护消费者权益,推动民航服务质量的提高,要求2004年所有航空公司、机场和代理企业都应制定并推出符合相应法规标准的“顾客服务承诺”,并向社会公布本企业在服务方面应达到的标准和应履行的义务。实行服务承诺制是航空运输事业发展的需要。但问题在于,当民航企业 In order to safeguard the rights and interests of consumers and promote the improvement of civil aviation service quality, CAAC requires that all airlines, airports and agencies in 2004 should formulate and launch “customer service commitments” in line with relevant laws and regulations and announce to the public that the enterprises are in service The standards to be met and the obligations to be fulfilled. Implementation of service commitment system is the development of air transport needs. But the problem is that when civil aviation enterprises