特殊旅客服务技巧c).doc

特殊旅客服务技巧【摘要】 民航业是我国经济社会发展重要的战略产业，改革开放以来，我国民航业快速发展。随着民航业的不断发展，旅客的服务水平也在不断提高，作为一些特殊旅客在接受航空运输的过程中，机场或航空公司也会给予特别礼遇，或给予特殊照顾。本文主要从特殊旅客服务的概念、服务原则、技巧等方面，详细的介绍了特殊旅客服务的相关内容。通过对特殊旅客服务的介绍以及现有服务技巧的总结，对未来特殊旅客服务的发展提出了一定的方案。 关键词：特殊旅客、服务 Abstract：Civil aviation in Chinas economic and social development isan important strategic industry since the reform and opening up Chinasrapid development of civil aviation. With the continuous development ofcivil aviation the passenger service level also continuously improveas some special passenger in an air transport process airport or airlineswill also give special courtesy or give special care. This article mainlyfrom special passenger service concept service principle skills andintroduced the special passenger service relevant content. Through thespecial passenger service introduction as well as the existing serviceskills summary for the future and special passenger service developmentputs forward some solutions. Keywords: special passenger service l 目录1.特殊旅客服务的概念和原则 .............................................................................................................. 1 1.1 特殊旅客服务的概念 ................................................................................................................... 1 1.2 特殊旅客服务的重要性 ............................................................................................................... 1 1.3 特殊旅客服务的原则 ................................................................................................................... 22.特殊旅客服务的要求与相关规定 ...................................................................................................... 3 2.1 特殊旅客服务的要求 ................................................................................................................... 3 2.2 特殊旅客服务注意事项 ............................................................................................................... 4 2.3 航空公司关于特殊旅客服务的规定 ......................................................................................