刘晓亮, 翟航. 航班延误冲突事件:规律与治理——基于57起案例的实证分析[J]. 南昌航空大学学报(社会科学版), 2016, 18(1): 44-51. DOI: 10.3969/j.issn.1009-1912.2016.01.007
引用本文: 刘晓亮, 翟航. 航班延误冲突事件:规律与治理——基于57起案例的实证分析[J]. 南昌航空大学学报(社会科学版), 2016, 18(1): 44-51. DOI: 10.3969/j.issn.1009-1912.2016.01.007
LIU Xiao-liang, ZHAI Hang. The Flight Delay Conflicts:Law and Governance——Empirical Analysis Based on 57 Cases[J]. JOURNAL OF NANCHANG HANGKONG UNIVERSITY(SOCLAL SCIENCES), 2016, 18(1): 44-51. DOI: 10.3969/j.issn.1009-1912.2016.01.007
Citation: LIU Xiao-liang, ZHAI Hang. The Flight Delay Conflicts:Law and Governance——Empirical Analysis Based on 57 Cases[J]. JOURNAL OF NANCHANG HANGKONG UNIVERSITY(SOCLAL SCIENCES), 2016, 18(1): 44-51. DOI: 10.3969/j.issn.1009-1912.2016.01.007

航班延误冲突事件:规律与治理——基于57起案例的实证分析

The Flight Delay Conflicts:Law and Governance——Empirical Analysis Based on 57 Cases

  • 摘要: 航班延误引发的冲突事件严重威胁机场安全,研究冲突的内在规律对加强机场安全治理具有重要意义。通过对57起航班延误冲突事件中相关数据的分析发现:航班延误冲突在时间上存在较为显著的规律,心理落差极容易成为冲突的导火索,冲突多通过回应性补偿与警力介入方式解决,缺乏统一规范的应急处置流程和指导办法。为此,应建立行业内部统一赔偿标准,通过落实旅客黑名单制度约束恶意旅客,以提升服务质量作为化解矛盾冲突的根本,并建立全行业的应急处置标准流程和办法。

     

    Abstract: Conflicts caused by flight delays threat the airport security seriously. Thus, the study of the inherent law of the conflict is of great significance to strengthen the airport security governance. By analyzing the relevant data of 57 flight delay conflicts, it has been discovered that these conflicts have significant time-related features; the psychological gap can easily become the fuse of the conflict; the conflicts can mostly be solved by responsive compensation and police interventions, lacking of unified and standardized emergency handling procedures and guidelines. Therefore, we should establish a unified standard of compensation within the industry; constrain malicious passengers by the implementation of a passenger blacklist system; take enhancing the quality of service as a fundamental solution to the conflict; establish industry-wide emergency disposal standard procedure and method.

     

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