地面服务是旅客到机场所接纳的第一服务，是民众对航空公司的第一印象，是航

Ground service is the first passenger service to the airport accepted, is the people's first impression of the airline, the airline is an important customer service department. Ground services, passenger emphasis on demand-oriented, emphasizing passenger-oriented service concept. Therefore, the quality of service the airport ground service personnel have a profound influence on the development of the airline. The sense of service to the airport service personnel affect the level of ground service quality to some extent, so to enhance the service personnel to strengthen the sense of service is particularly important. <br>In this paper, the airport ground service staff awareness of service as the starting point in the analysis of airport ground services staff awareness of service is based on an overview from the flight is normal, the status quo airport ground services staff awareness of service analysis when flight is not normal, thus indicating the airport ground services staff awareness of service the existing problems, and then solve these problems, targeted propose effective strategies to enhance airport ground services personnel service awareness, hope that through this research, can effectively improve their sense of service, so that it can effectively enhance their future work service awareness, enhance passenger satisfaction. <br><br>Keywords: ground services, ground services staff, service awareness, countermeasures

Ground service is the first service that passengers accept to the airport, is the first impression of the airline, is an important customer service department of the airline. Ground service, emphasis on passenger demand-oriented, emphasis on passenger-oriented service concept. Therefore, the quality of service of airport ground staff has a profound impact on the development of airlines. And the airport ground service personnel's service awareness to a certain extent affects the quality of their ground service, so it is particularly important to strengthen the service awareness of ground service personnel.<br>Based on the airport ground service personnel service consciousness as the starting point, based on the analysis of the airport ground service personnel service consciousness overview, from the normal flight, when the flight is not normal, analysis of the airport ground service personnel service consciousness status, so as to point out the existing problems in the airport ground service personnel service consciousness, and then address these problems, Targeted put forward an effective strategy to enhance the service consciousness of airport ground service personnel, i hope that this research can effectively enhance their own sense of service, so as to effectively enhance their own sense of service in the future work, enhance passenger satisfaction.<br><br>Keywords: ground service, ground service personnel, service awareness, countermeasures

Ground service is the first service accepted by passengers to the airport, the first impression of the people on the airline, and the important customer service department of the airline. Ground service emphasizes the service concept of taking the passenger demand as the guide and putting the passenger first. Therefore, the service quality of airport ground service personnel has a profound impact on the development of airlines. To some extent, the level of service awareness of ground service personnel affects the quality of ground service, so it is particularly important to enhance the service awareness of ground service personnel.<br>Based on the analysis of the service consciousness of the ground service personnel in the airport, this paper analyzes the current situation of the service consciousness of the ground service personnel in the airport when the flight is normal and when the flight is abnormal, and points out the existing problems in the service consciousness of the ground service personnel in the Airport. Then, aiming at these problems, it puts forward to improve the service consciousness of the ground service personnel in the airport Through this research, we hope to effectively improve our service awareness, so as to effectively enhance our service awareness and enhance the satisfaction of passengers in the future work.<br>Key words: ground service, ground service personnel, service awareness, countermeasures<br>