近年来，随着民航运输业的快速发展，航班延误事件频频发生，给乘坐航班的旅

In recent years, with the rapid development of the civil aviation transportation industry, flight delays have occurred frequently, which has brought a certain negative impact on passengers taking flights. However, airlines have not taken timely remedial measures after aviation delays, thus affecting passengers’ psychology. This will have a great impact, which will have a great impact on the image of airlines, which is not conducive to the overall improvement of passengers’ satisfaction with civil aviation services. When the flight is delayed, the flight attendant is the first-line staff to serve passengers. After the flight is delayed, the communication between the flight attendant and the passengers is very important to help passengers arrange the next journey in a timely manner and calm the emotions of the passengers. Therefore, this article is particularly critical for the improvement of flight attendants' communication skills when flights are delayed. <br>This article mainly uses flight delays as the research background to analyze the communication skills of flight attendants. The article first analyzes the definition and status of flight delays, and the importance of enhancing the communication skills of flight attendants during flight delays. On this basis, according to the analysis of relevant cases, we will focus on the problems and the corresponding reasons in the communication of flight attendants when the flight is delayed. Finally, combining these problems and the analysis of their causes, the countermeasures to improve the communication skills of the flight attendants during flight delays are put forward. That is, to strengthen the awareness of active service, reply to passenger inquiries in a timely manner; improve information asymmetry, publish flight information in a timely manner; improve business quality capabilities, and maintain patient communication. <br><br>Keywords: flight delays, flight attendants, communication

In recent years, with the rapid development of civil aviation transportation industry, flight delays occur frequently, which has a certain negative impact on passengers. After the flight delay, airlines have no timely remedial measures, which has a great impact on the psychology of passengers and the image of airlines, This is not conducive to improving passengers' satisfaction with civil aviation services as a whole. In case of flight delay, flight attendants, as the first-line staff serving passengers, communicate with passengers after flight delay, which is very important to help passengers arrange the next journey in time and calm passengers' emotions. Therefore, this paper focuses on the improvement of flight attendants' communication skills in case of flight delay.<br>Based on the research background of flight delay, this paper analyzes the communication skills of flight attendants. Firstly, this paper analyzes the definition and current situation of flight delay, and the importance of enhancing the communication skills of passengers in flight delay. On this basis, according to the relevant case analysis, this paper focuses on the problems and corresponding reasons in the communication between passengers during flight delay. Finally, combined with the analysis of these problems and causes, this paper puts forward the countermeasures to improve the communication skills of passengers during flight delay. That is, strengthen the awareness of active service and respond to passenger inquiries in time; Improve information asymmetry and publish flight information in time; Improve professional quality and ability, and maintain patient communication.<br>Key words: flight delay, flight attendants, communication

In recent years, with the rapid development of the civil aviation transportation industry, flight delays frequently occur, which has brought certain negative effects to passengers on flights. However, after the flight delays, the airlines have no timely remedial measures, which has a great impact on passengers' psychology, and then has a great impact on the image of the airlines, which is not conducive to the overall improvement of passengers' satisfaction with civil aviation services. When the flight is delayed, the flight attendants are the front-line service staff, and the communication between them and the passengers after the flight delay is very important to help the passengers arrange the next trip in time and calm the passengers' mood. Therefore, it is particularly important to study the improvement of communication skills of flight attendants when the flight is delayed in this paper. This paper mainly takes flight delay as the research background, and analyzes the communication skills of flight attendants. Firstly, this paper analyzes the definition and present situation of flight delay, and the importance of enhancing the communication skills of flight attendants during flight delay. On this basis, according to the analysis of relevant cases, this paper focuses on the problems existing in flight attendants' communication and the corresponding reasons when flight delays occur. Finally, based on the analysis of these problems and causes, this paper puts forward the countermeasures to improve the communication skills of flight attendants when flight delays occur. That is, strengthen the awareness of active service and respond to passengers' inquiries in time; Improve information asymmetry and publish flight information in time; Improve professional quality and ability, and maintain patient communication. Key words: flight delay, flight attendants, communication