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　　1月31日-2月6日，山(shan)東航(hang)(hang)空共(gong)運(yun)(yun)送(song)(song)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)287,337人(ren)次，同比增(zeng)長21.75%，保(bao)(bao)障飛(fei)行(xing)(xing)5,337小時(shi)(shi)，1,914個(ge)航(hang)(hang)班(ban)。貨(huo)運(yun)(yun)運(yun)(yun)輸貨(huo)郵量(liang)543.4噸，同比增(zeng)長32.19%。受(shou)天氣影響(xiang)，航(hang)(hang)班(ban)正(zheng)點(dian)(dian)率為(wei)(wei)59.16%；共(gong)受(shou)理(li)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)投訴56起，未發(fa)生(sheng)一(yi)般差錯及以(yi)(yi)上不安(an)(an)(an)全(quan)事件(jian)。公司(si)各(ge)(ge)單位結合(he)各(ge)(ge)自的工作(zuo)特(te)(te)點(dian)(dian)，認真做(zuo)(zuo)好預(yu)案，制定(ding)具體(ti)措施，全(quan)力做(zuo)(zuo)好節(jie)(jie)日生(sheng)產保(bao)(bao)障工作(zuo)。面對(dui)(dui)春節(jie)(jie)期間(jian)運(yun)(yun)行(xing)(xing)氣候條件(jian)更(geng)加復(fu)雜、客(ke)(ke)(ke)流量(liang)大等(deng)特(te)(te)點(dian)(dian)，航(hang)(hang)班(ban)安(an)(an)(an)全(quan)與正(zheng)點(dian)(dian)是春運(yun)(yun)工作(zuo)的重中之重，各(ge)(ge)部門堅(jian)持“安(an)(an)(an)全(quan)第一(yi)”的理(li)念(nian)，嚴格標準(zhun)、按章操(cao)作(zuo)。黃(huang)金(jin)周(zhou)期間(jian)，出(chu)現局部大雪、霧霾等(deng)極(ji)端天氣，為(wei)(wei)應(ying)對(dui)(dui)大霧，山(shan)航(hang)(hang)在(zai)1月30－31日、2月1日連續三天先后(hou)啟動(dong)紅色預(yu)警，節(jie)(jie)假日最后(hou)兩天返(fan)程高峰又(you)遇強降雪天氣，為(wei)(wei)春運(yun)(yun)保(bao)(bao)障和旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)出(chu)行(xing)(xing)帶來極(ji)大挑戰。在(zai)不正(zheng)常航(hang)(hang)班(ban)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)處(chu)置過程中，山(shan)航(hang)(hang)樹立了以(yi)(yi)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)為(wei)(wei)導向(xiang)(xiang)的意(yi)識，提(ti)(ti)高處(chu)理(li)困難、化(hua)解矛盾的能力，快(kuai)速(su)(su)向(xiang)(xiang)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)通(tong)報航(hang)(hang)班(ban)動(dong)態(tai)，合(he)理(li)安(an)(an)(an)排(pai)人(ren)員(yuan)協(xie)助(zhu)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)快(kuai)速(su)(su)辦理(li)客(ke)(ke)(ke)票(piao)退改簽(qian)手續，向(xiang)(xiang)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)提(ti)(ti)供多種(zhong)換(huan)乘(cheng)(cheng)方(fang)案，幫助(zhu)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)順利乘(cheng)(cheng)機(ji)，取得旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)的理(li)解，化(hua)解旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)不滿。廣大飛(fei)行(xing)(xing)人(ren)員(yuan)堅(jian)持以(yi)(yi)航(hang)(hang)班(ban)生(sheng)產大局為(wei)(wei)重，克服(fu)(fu)(fu)困難，服(fu)(fu)(fu)從(cong)派遣(qian)，以(yi)(yi)精(jing)湛(zhan)的飛(fei)行(xing)(xing)技(ji)術保(bao)(bao)障了航(hang)(hang)班(ban)生(sheng)產的安(an)(an)(an)全(quan)正(zheng)常。在(zai)搶(qiang)抓效益時(shi)(shi)機(ji)的同時(shi)(shi)，提(ti)(ti)升管理(li)質(zhi)量(liang)、服(fu)(fu)(fu)務(wu)品(pin)質(zhi)，全(quan)面樹立了公司(si)形象。確(que)保(bao)(bao)節(jie)(jie)日期間(jian)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)訴求(qiu)信息流轉(zhuan)暢(chang)通(tong)、反饋(kui)及時(shi)(shi)，保(bao)(bao)證(zheng)對(dui)(dui)待旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)反映的每一(yi)項訴求(qiu)均(jun)能做(zuo)(zuo)到反應(ying)迅(xun)速(su)(su)、答(da)復(fu)及時(shi)(shi)、處(chu)置妥善(shan)，為(wei)(wei)旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)順暢(chang)、舒(shu)心出(chu)行(xing)(xing)創(chuang)造了方(fang)便(bian)，提(ti)(ti)供了高效的客(ke)(ke)(ke)戶(hu)服(fu)(fu)(fu)務(wu)關(guan)懷(huai)。積極(ji)開展(zhan)“馬到成(cheng)功，喜在(zai)云(yun)霄(xiao)”系列(lie)機(ji)上特(te)(te)色服(fu)(fu)(fu)務(wu)活(huo)動(dong)，安(an)(an)(an)排(pai)經驗豐富的精(jing)品(pin)乘(cheng)(cheng)務(wu)組執(zhi)行(xing)(xing)航(hang)(hang)班(ban)任務(wu)。乘(cheng)(cheng)務(wu)組通(tong)過猜謎、接對(dui)(dui)詩句(ju)、馬年成(cheng)語(yu)、兒童才藝(yi)展(zhan)示及杯(bei)底送(song)(song)祝福等(deng)方(fang)式，給旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)送(song)(song)上祝福，讓旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)們在(zai)客(ke)(ke)(ke)艙(cang)里感受(shou)到濃濃的年味和回家的感覺，拉(la)近了山(shan)航(hang)(hang)與旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)之間(jian)的距(ju)離，進一(yi)步提(ti)(ti)升了山(shan)航(hang)(hang)知(zhi)名度(du)和旅(lv)(lv)(lv)(lv)客(ke)(ke)(ke)忠誠(cheng)度(du)。