【作者】 商桂娥；

【导师】 徐月芳；

【作者基本信息】 南京航空航天大学 ， 交通运输规划与管理， 2008， 硕士

【摘要】 随着我国经济建设持续稳定的发展,航空客运市场发展越来越快,航空市场的竞争亦日趋激烈。国内航空公司开始引进收益管理系统,采用超售来提高收益。本文主要研究航空公司的客运超售策略,主要内容如下:一、概述了收益管理的产生过程和发展阶段,阐述了它的应用条件、研究现状和发展趋势,并从国内外的研究成果总结分析了超售的研究进展。二、剖析了航空公司实施超售的原因、利弊及影响因素,并在此基础上构建了超售的数学模型。针对单航班航线,分别以航班收益最大和超售成本最小为目标函数,建立了基于报童问题和考虑旅客成行率的超售模型;针对多航班航线,考虑DB旅客对后续航班的影响,以航线总超售成本最小为目标函数,分别建立了相同超售量和不同超售量下的数学模型。进一步对所建模型分别提出了切实可行的求解方法,并用实例验证了模型的正确性和算法的有效性。三、分析了超售航班服务失误的原因、旅客抱怨的种类,阐述了实施服务补救的原则,并在此基础上结合航空公司的实际操作给出了超售航班服务补救的流程。更多还原

【Abstract】 With the sustaining and stable development of economy in our country, the development of air passenger transportation market is increasingly faster, and the competition in air transportation market is also increasingly fiercer. Domestic airlines start to introduce revenue management system, and increase revenue by overbooking. The main research of this paper is the strategy of airline passenger overbooking, and the main contents are as follows.First, the generating process and development stage of revenue management is summarized. Its application conditions, research status and development trend is elaborated. The research progress is summed up and analyzed by research output in China and abroad.Second, the reason for airline implementating overbooking, its pros and cons and influencing factors is analyzed, and overbooking mathematical models are constructed on this basis. As to single flight route, maximizing the flight revenue and minimizing the overbooking cost is set up as an objection function respectively, and overbooking models based on the newsboy problem and considering travelling rate are set up. As to multiple flights route, the effect that DB passengers have on subsequent flights is considered, minimizing the total overbooking cost of the route is set up as an objection function, and mathematical models under the same overbooking quantity and different overbooking quantity are established respectively. The practical solving methods for models established in the paper are futher raised. The correctness of models and the validity of calculation methods are certificated by examples.Third, reasons for overbooking flights service errors and types of passengers’complain are analyzed. The principle of service recovery is elaborated, and on this basis, combined with the actual operation of airline, the flow of overbooking flights service recovery is given.更多还原