中国民航旅客多渠道服务技术平台应用研究

国际航协IATA简化商务推广，对民航传统订票、机场柜台等旅客服务、业务流程产生了很大的影响。各航空公司纷纷将服务、便捷作为旅客服务产品下一步的发展要求。结合中国民航行业情况以及所在民航单位的产品建设，提出了以简化商务为突破点，以旅客为中心，围绕便捷的旅客出行服务，利用当前主流和最新的IT技术建立旅客多渠道服务技术平台的解决方案，以推动离港电子客票业务的发展、服务渠道的多样化。研究成果已应用在作者单位的系统平台建设中，经实践表明，旅客服务技术平台通过传统业务与最新IT技术结合，将传统旅客服务融入新兴服务模式，有较强的技术架构优势和特性．各类服务产品得以迅速发展，有效降低了航空公司的运营成本。

Research of China＇s Civil Aviation Passenger Multi-Channel Service Technology Platform

IATA is promoting simplifying the business. The traditional passenger services and business process, such as ticketing, airport counters, had a great influence. The airlines have the passenger service and convenience as the next product development requirements. With civil aviation industry and their company＇s products construction, the authors propose a solution of passenger multi-channel service product platform. The solution is to streamline the business as the breakthrough point, around the convenience of passengers travel services to travelers as the center, using the current mainstream and the latest IT technology to establish passenger service product platform. The solution will promote DCS e-ticketing business development and service channel diversity. The research results have been applied in the product platform construction of the authors＇ company. The practice shows that through traditional business with the latest IT technologies, traditional passenger services into the emerging service model, passenger service product platform has strong advantages and characteristics. Based on the platform, various types of service products is growing rapidly.