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

摘要： 选取中国民用航空局2010—2018年公布的4083个旅客投诉数据，从全国和民航七大地区两方面分析我国民航机场旅客投诉的数量及内容特征。旅客投诉数量逐年增加，但投诉率增长更快，尤其以新疆、东北、西南地区最多；投诉内容主要集中在安检、办理乘机手续、购物和餐饮服务三个方面。基于此，要关注投诉数量差异，结合地区实际情况采取本土特色化服务模式；重视热点投诉内容，做好控制与反馈；发挥员工特长，为旅客提供个性化、差异化、定制化服务。

关键词: 民航机场, 旅客投诉, 服务提升