Irregular

Passengers

Service

非正常旅客服務(wù)

HandlingofIrregularPassengers非正常旅客的處理(1)Causedbypassengers:Ifithappensatoriginairport,passengerscanreroutetofollowingflightsavailableorrefundtheirtickets.Ifithappensatastop,passengersareconsideredtoterminatetheirtravelautomaticallyandcannotrefundtheirticketpartially.1.Dealingwithmissing-flightpassengers漏乘旅客的處理(1)由于旅客原因造成的漏乘：發(fā)生在始發(fā)站，乘客可改簽后續(xù)航班或退票；發(fā)生在中途站，乘客被視為自動(dòng)終止旅行并且無法部分退票。(2)Causedbyairlines:airlinesshouldarrangepassengerstoearliestfollowingflightsavailableandoffermealsandaccommodationifneeded.(2)由承運(yùn)人造成的漏乘:承運(yùn)人應(yīng)盡早安排旅客乘坐后續(xù)航班，并提供必要的膳食安排。1.Dealingwithmissing-flightpassengers漏乘旅客的處理(1)Causedbypassengers:Passengersshouldbearrangedtotheearliestflightboundforthedestinationlistedontheticket.Theticketcannotberefundedandpassengersshouldnotpayforthefaredifference.(1)由于旅客原因造成的錯(cuò)乘：乘客應(yīng)被安排乘坐最早一班飛往機(jī)票所列目的地的航班。機(jī)票不退不補(bǔ)。2.Dealingwithpassengerstakingwrongflights錯(cuò)乘旅客的處理(2)Causedbyairlines:Airlinesshouldarrangepassengerstoearliestflightboundforthedestinationlistedontheticketandoffermealsandaccommodationsduringthewaitingtime.Ifpassengersaskforrefunding,airlinesshouldtakeitasinvoluntaryrefund.(2)由承運(yùn)人造成的錯(cuò)乘:承運(yùn)人應(yīng)盡早安排旅客乘坐最早一班飛往機(jī)票所列目的地的航班，并提供乘客在等候航班期間的膳食。如乘客要求退票，航空公司應(yīng)作為非自愿退票處理。2.Dealingwithpassengerstakingwrongflights錯(cuò)乘旅客的處理(1)Happensbeforegothroughsecuritycheck:

在隔離區(qū)外發(fā)現(xiàn)登機(jī)牌遺失：a.Passengershouldexplainthesituationtothegroundstaffatcheck-incounter.乘客應(yīng)向值機(jī)柜臺的工作人員說明情況。b.Afterverifythepassenger’sticket,thegroundstaffshouldreissueanewboardingpassforthepassengeraccordingtotheoriginalseatnumber.工作人員在核驗(yàn)乘客機(jī)票后，根據(jù)原座位號碼給該名乘客發(fā)放新的登機(jī)牌。3.Dealingwithpassengerslosingboardingpasses登機(jī)牌遺失旅客的處理c.Whenboardingbegins,thepassengerwithnewboardingpassshouldwaituntilalltheotherpassengershaveboardedtheaircraft,inordertomakesurethereisnootherpassengertakingthesameseatwithheorher.登機(jī)開始后，持有新登機(jī)牌的乘客應(yīng)等待其他乘客登機(jī)后再登機(jī)，以便確認(rèn)他（她）的座位沒有其他乘客就坐。3.dealingwithpassengerslosingboardingpasses登機(jī)牌遺失旅客的處理(2)Happensaftergothroughsecuritycheck:在隔離區(qū)內(nèi)發(fā)現(xiàn)登機(jī)牌遺失a.Passengershouldexplainthesituationtotheairlines‘staffattheboardinggate.乘客應(yīng)向登機(jī)口的航空公司工作人員說明情況。b.Afterverifythepassenger’sticketandmakesurethepassengerhascheckedin,theclerkshouldreissueanewboardingpassforthepassengeraccordingtotheoriginalseatnumber.工作人員在核驗(yàn)乘客機(jī)票并確認(rèn)已經(jīng)辦理過登機(jī)手續(xù)后，根據(jù)原座位號碼給該名乘客發(fā)放新的登機(jī)牌。3.Dealingwithpassengerslosingboardingpasses登機(jī)牌遺失旅客的處理c.Passengersshouldgetinspectionstampback.乘客應(yīng)補(bǔ)蓋安檢章。d.Whenboardingbegins,thepassengerwithnewboardingpassshouldwaituntilalltheotherpassengershaveboardedtheaircraft,inordertomakesurethereisnootherpassengertakingthesameseatwithheorher.

登機(jī)開始后，持有新登機(jī)牌的乘客應(yīng)等待其他乘客登機(jī)后再登機(jī)，以便確認(rèn)他（她）的座位沒有其他乘客就坐。3.Dealingwithpassengerslosingboardingpasses登機(jī)牌遺失旅客的處理a.Explainthesituationandmakeapologytothebumpedpassenger.向乘客解釋說明情況并賠禮道歉。b.Reroutepassengeronavailableflightboundforthesamedestinationdepartingasearlieraspossible.安排乘客乘坐前往同一目的地最早的一趟航班。4.Dealingwithbumpedpassengersduetooverbooking超售被拒絕登機(jī)旅客的處理c.Offerfreemeals,drinksandaccommodationwhilewaitingfornextflight.在乘客等候下一趟航班期間為其提供免費(fèi)飲品餐食及住宿。d.Makesomecompensationforpassengerfromcashtofreeairvouchersdependingontheextendofinconveniencecaused.根據(jù)造成的不便的程度，對乘客提供一定的補(bǔ)償，從現(xiàn)金到免費(fèi)機(jī)票券。4.Dealingwithbumpedpassengersduetooverbooking超售被拒絕登機(jī)旅客的處理(1)Happensbeforeboardtheaircraft:登機(jī)前拒絕登機(jī)a.Returnthepassenger’scheck-inbaggageandgetthebaggagecheckback.退還托運(yùn)行李并收回行李識別聯(lián)。b.Dealingwiththeboardingdocuments.處理登機(jī)業(yè)務(wù)文件。c.Giveclearancefortheflightdeparture.放行飛機(jī)。d.Dealwiththeticketasvoluntaryrefunding.機(jī)票按照旅客自愿退票處理。5.Dealingwithpassengersrefusingtotakeflights拒絕登機(jī)旅客的處理(2)Happensafterboardtheaircraft：登機(jī)后拒絕登機(jī)a.Returnthepassenger’scheck-inbaggageandgetthebaggagecheckback.退還托運(yùn)行李并收回行李識別聯(lián)。b.Dealingwiththeboardingdocuments.處理登機(jī)業(yè)務(wù)文件。c.Aftercleartheaircraft,theflightisallowedtodepart.在清艙后，放行飛機(jī)。5.Dealingwithpassengersrefusingtotakeflights拒絕登機(jī)旅客的處理d.Passengerisconsideredtoterminatetheitineraryautomatically.旅客被視為自動(dòng)終止旅行。e.Theticketcanberefundableornotaccordingtotheextentofinfluencecaused.根據(jù)造成的影響的程度處理機(jī)票的退款。5.Dealingwithpassengersrefusingtotakeflights拒絕登機(jī)旅客的處理ReferenceMaterials李瑛、