关键词: 民航机场, 旅客投诉, 服务提升

Abstract: This paper selects 4083 passenger complaint data published by the Civil Aviation Administration of China from 2010 to 2018 to analyze the number and content characteristics of passenger complaints at civil aviation airports in China from two aspects of China and seven major regions of civil aviation. The study found that the number of complaints increased year by year, but the complaint rates increased faster, especially in Xinjiang, northeast and southwest China. And complaints mainly focus on security checks, checkin, shopping and catering services. Based on the results, this paper suggests to pay attention to the difference of complaint quantity and adopt the local characteristic service mode according to the actual situation of the region, pay attention to the content of hot complaints and do a good job in control and feedback, give full play to the strengths of employees and provide personalized, differentiated and customized services for passengers.

Key words: civil aviation airport, passenger complaint, service improvement