文章來源：山東國資委 發布時(shi)間：2015-02-14
1月31日(ri)(ri)-2月6日(ri)(ri)，山(shan)(shan)東航(hang)空共運送旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)287,337人(ren)次，同(tong)比(bi)增(zeng)長21.75%，保障飛行(xing)(xing)5,337小時，1,914個航(hang)班(ban)。貨(huo)運運輸貨(huo)郵量(liang)543.4噸，同(tong)比(bi)增(zeng)長32.19%。受天(tian)(tian)氣(qi)影響，航(hang)班(ban)正點率為(wei)59.16%；共受理(li)(li)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)投(tou)訴56起，未發(fa)生(sheng)一般(ban)差(cha)錯及(ji)(ji)以(yi)(yi)(yi)上不安(an)全事件。公(gong)司各單位結(jie)合各自的(de)工(gong)作特點，認真做(zuo)好(hao)(hao)預案，制定具(ju)體措施，全力(li)做(zuo)好(hao)(hao)節(jie)日(ri)(ri)生(sheng)產保障工(gong)作。面對(dui)春節(jie)期間(jian)(jian)運行(xing)(xing)氣(qi)候條件更加復雜(za)、客(ke)(ke)(ke)流量(liang)大(da)(da)等(deng)特點，航(hang)班(ban)安(an)全與正點是春運工(gong)作的(de)重(zhong)中之重(zhong)，各部(bu)門堅持(chi)“安(an)全第一”的(de)理(li)(li)念，嚴格標準(zhun)、按章操作。黃金(jin)周期間(jian)(jian)，出現局部(bu)大(da)(da)雪、霧(wu)(wu)霾等(deng)極(ji)端天(tian)(tian)氣(qi)，為(wei)應對(dui)大(da)(da)霧(wu)(wu)，山(shan)(shan)航(hang)在1月30－31日(ri)(ri)、2月1日(ri)(ri)連(lian)續三(san)天(tian)(tian)先后啟(qi)動紅色(se)(se)預警，節(jie)假日(ri)(ri)最(zui)后兩天(tian)(tian)返程高(gao)峰又遇強(qiang)降雪天(tian)(tian)氣(qi)，為(wei)春運保障和(he)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)出行(xing)(xing)帶來(lai)極(ji)大(da)(da)挑戰。在不正常航(hang)班(ban)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)處置過程中，山(shan)(shan)航(hang)樹立(li)了(le)以(yi)(yi)(yi)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)為(wei)導向(xiang)的(de)意識，提(ti)高(gao)處理(li)(li)困(kun)難(nan)、化解(jie)矛盾的(de)能(neng)力(li)，快速向(xiang)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)通(tong)報航(hang)班(ban)動態，合理(li)(li)安(an)排人(ren)員(yuan)協助旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)快速辦理(li)(li)客(ke)(ke)(ke)票退改簽手(shou)續，向(xiang)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)提(ti)供多種換乘方案，幫(bang)助旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)順利(li)乘機，取得旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)的(de)理(li)(li)解(jie)，化解(jie)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)不滿。廣大(da)(da)飛行(xing)(xing)人(ren)員(yuan)堅持(chi)以(yi)(yi)(yi)航(hang)班(ban)生(sheng)產大(da)(da)局為(wei)重(zhong)，克服困(kun)難(nan)，服從(cong)派(pai)遣，以(yi)(yi)(yi)精(jing)湛的(de)飛行(xing)(xing)技術保障了(le)航(hang)班(ban)生(sheng)產的(de)安(an)全正常。在搶(qiang)抓效(xiao)益(yi)時機的(de)同(tong)時，提(ti)升管理(li)(li)質量(liang)、服務(wu)(wu)品(pin)質，全面樹立(li)了(le)公(gong)司形象。確保節(jie)日(ri)(ri)期間(jian)(jian)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)訴求信息流轉暢(chang)通(tong)、反饋及(ji)(ji)時，保證對(dui)待(dai)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)反映(ying)的(de)每一項訴求均(jun)能(neng)做(zuo)到(dao)反應迅速、答復及(ji)(ji)時、處置妥善，為(wei)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)順暢(chang)、舒(shu)心出行(xing)(xing)創造了(le)方便(bian)，提(ti)供了(le)高(gao)效(xiao)的(de)客(ke)(ke)(ke)戶服務(wu)(wu)關懷。積極(ji)開展“馬到(dao)成功，喜在云霄”系(xi)列機上特色(se)(se)服務(wu)(wu)活(huo)動，安(an)排經驗豐(feng)富的(de)精(jing)品(pin)乘務(wu)(wu)組(zu)執行(xing)(xing)航(hang)班(ban)任(ren)務(wu)(wu)。乘務(wu)(wu)組(zu)通(tong)過猜謎、接對(dui)詩句、馬年成語、兒(er)童才藝展示(shi)及(ji)(ji)杯(bei)底送祝福等(deng)方式，給旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)送上祝福，讓旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)們(men)在客(ke)(ke)(ke)艙里感受到(dao)濃(nong)濃(nong)的(de)年味(wei)和(he)回(hui)家的(de)感覺(jue)，拉近(jin)了(le)山(shan)(shan)航(hang)與旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)之間(jian)(jian)的(de)距離，進(jin)一步提(ti)升了(le)山(shan)(shan)航(hang)知名度和(he)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)(lv)客(ke)(ke)(ke)忠誠(cheng)度。