关键词: 航班延误, 群体性纠纷, 纠纷处置, 信息披露, 警察执法

Abstract:

In recent years, there is an increasing trend in the disposal of group dispute caused by flight delays. The paper analyzes the status and characteristics of the group dispute. According to the mental state and behavior of passenger, the disputes are divided into early, middle and late stages with three departments involved in the treatment of the stages: airport company, airlines and public security organs. Through data analysis about the disposal for flight delays from the police station of airport public security bureau in Zhejiang province in the past five years, the paper finds that the three departments are deficient in publicity, emergency measures and positioning of power and responsibility in the three stages. With the experience from foreign airlines in flight delay treatment, the paper puts forward four improvement suggestions in legislation, law enforcement, publicity and trade management.

Key words: flight delays, group dispute, dispute settlement, information disclosure, police law enforcement