Abnormal flight passenger service handling system and method

Abstract

The present disclosure relates to an abnormal flight passenger service handling system and method. The system comprises a flight information publishing subsystem, a passenger protection subsystem and a passenger notification subsystem. The flight information publishing subsystem is configured to determine and publish abnormal flight information and a publicized reason. The passenger protection subsystem is configured to determine flight information to be protected, passenger information to be protected and flight information that can be protected, calculate and execute a protection scheme according to the passenger information to be protected and the flight information that can be protected, to update the flight information of the passenger to be protected to a new flight that can be protected. The passenger notification subsystem is configured to notify the passenger to be notified of the abnormal flight information and the publicized reason, and when the passenger to be notified is the passenger to be protected, also notify the passenger to be notified of the protection scheme.

Description

TECHNICAL FIELD

[0001] The present disclosure relates to the field of aviation, and more particularly, to an abnormal flight passenger service handling system, method, computing device and storage medium. BACKGROUND

[0002] With the increasing transportation volume of civil aviation industry, airlines continuously improve the punctuality rate of flights, but are subject to flow control, weather influence, public safety, market planning and other reasons, flight changes (e.g., cancellation, delay, etc.) are inevitable, resulting in the travel plan of passengers having to be affected. The flight that cannot be flown according to the original plan due to changes caused by flow control, weather influence, public safety, market planning and other reasons is referred to as an abnormal flight. How to efficiently and quickly respond to the passenger service handling of abnormal flights, effectively resolve the direct contradiction between affected passengers and airlines, and reduce the loss of revenue and adverse public impact caused by abnormal flights is a service difficulty and a key concern of airlines. SUMMARY

[0003] According to a first aspect of the present disclosure, an abnormal flight passenger service handling system is provided, including a flight information publishing subsystem, a passenger protection subsystem and a passenger notification subsystem. The flight information publishing subsystem is configured to: obtain flight change information according to operation flight data, the flight change information including an abnormal flight that has changed, a change type, a change time and a change internal reason; publish abnormal flight information and a public reason to passengers and publish the abnormal flight information and the public reason to airline staff, the abnormal flight information including the abnormal flight that has changed, the change type, the change time, and the public reason being converted from the change internal reason. The passenger protection subsystem is configured to: determine to protect flight information according to the abnormal flight information, the flight to be protected being the abnormal flight that has changed with a preset change type; determine to protect passenger information according to the abnormal flight information and passenger data, the passenger to be protected being a passenger affected by the flight to be protected; determine protectable flight information according to flight plan data and flight inventory data, the protectable flight being a flight that is determined to be flown according to a plan at a current time and has cabin inventory and seat inventory so that the passenger to be protected can be transferred to the protectable flight; calculate a protection scheme according to the passenger to be protected information and the protectable flight information; and execute the calculated protection scheme to update the flight information of the passenger to be protected to a new protectable flight. The passenger notification subsystem is configured to notify the passenger to be notified of abnormal flight information and a public reason related to the passenger to be notified, and when the passenger to be notified is the passenger to be protected, the passenger notification subsystem is further configured to notify the passenger to be notified of a protection scheme related to the passenger to be notified, the passenger to be notified being a passenger affected by an abnormal flight falling within a notification flight range.

[0004] According to a second aspect of the present disclosure, a method for handling passenger service of irregular flights is provided, including: obtaining flight change information according to operation flight data, the flight change information including irregular flights that have changed, change type, change time and change internal reason; publishing irregular flight information and publishing reason to the public for passengers and publishing for airline staff, the irregular flight information including irregular flights that have changed, change type, change time, and the publishing reason to the public being converted from the change internal reason; determining protected flight information according to the irregular flight information, the protected flight being irregular flights that have changed with a preset change type; determining protected passenger information according to the irregular flight information and passenger data, the protected passenger being passengers affected by the protected flight; determining protectable flight information according to flight plan data and flight inventory data, the protectable flight being a flight that is determined to be flown as planned at a current time and has cabin inventory and seat inventory so that the protected passenger can be transferred to the protectable flight; calculating a protection scheme according to the protected passenger information and the protectable flight information; executing the calculated protection scheme to update the flight information of the protected passenger to the new protectable flight; and notifying the notified passenger of irregular flight information related to the notified passenger and the publishing reason to the public, and when the notified passenger is the protected passenger, notifying the notified passenger of the protection scheme related to the notified passenger, the notified passenger being a passenger affected by irregular flights falling within a notification flight range.

[0005] According to a third aspect of the present disclosure, an apparatus for handling passenger service of irregular flights is provided, including: one or more processors; and a memory storing computer executable instructions that, when executed by the one or more processors, cause the one or more processors to perform the method for handling passenger service of irregular flights according to any of the embodiments of the second aspect of the present disclosure.

[0006] According to a fourth aspect of the present disclosure, a non-transitory storage medium having stored thereon computer executable instructions that, when executed by a computer, cause the computer to perform the method for handling passenger service of irregular flights according to any of the embodiments of the second aspect of the present disclosure.

[0007] Other features and advantages of the present disclosure will become more apparent from the following detailed description of exemplary embodiments of the present disclosure with reference to the attached drawings. BRIEF DESCRIPTION OF DRAWINGS

[0008] The accompanying drawings, which constitute a part of this specification, illustrate embodiments of the present disclosure and serve to explain the principles of the present disclosure.

[0009] The present disclosure can be understood moreappreciably with reference to the following detailed description when considered in conjunction with the accompanying drawings.

[0010] Figure 1 is a schematic block diagram illustrating an irregular flight passenger service handling system according to some embodiments of the present disclosure;

[0011] Figures 2 to 5 are schematic block diagrams illustrating a flight information publishing subsystem, a passenger protection subsystem, a passenger notification subsystem, and a ticket movement subsystem of the irregular flight passenger service handling system according to some embodiments of the present disclosure, respectively; Figure 1

[0012] Figure 6 is a schematic block diagram illustrating external systems cooperating with the irregular flight passenger service handling system according to some embodiments of the present disclosure; Figure 1

[0013] Figure 7 is a flowchart illustrating an irregular flight passenger service handling method according to some embodiments of the present disclosure;

[0014] Figure 8 is a schematic block diagram illustrating an irregular flight passenger service handling apparatus according to some embodiments of the present disclosure.

[0015] Note that, in the following embodiments, the same reference numerals are sometimes used to designate the same parts or parts having the same function among different drawings, and repetitive explanation thereof is omitted. In the present specification, like numbers and letters designate like items, and once an item is defined in one drawing, further discussion of the same item in subsequent drawings is omitted.

[0016] For ease of understanding, the position, size, range, and the like of each structure shown in the drawings and the like are sometimes not actual position, size, range, and the like. Therefore, the disclosed application is not limited to the position, size, range, and the like disclosed in the drawings and the like. Further, the drawings are not necessarily drawn to scale, and some features can be exaggerated to show details of specific components. DETAILED DESCRIPTION

[0017] Various exemplary embodiments of the present disclosure will now be described in detail with reference to the accompanying drawings. It should be noted that the relative arrangement of components and steps, numerical expressions, and numerical values set forth in these embodiments are not limiting to the scope of the present disclosure unless otherwise specifically stated.

[0018] The following description of at least one exemplary embodiment is merely illustrative in nature and is in no way limiting to the scope of the disclosure and its applications or uses. Any provisions expressed in the foregoing description shall not limit the scope of the disclosure in any way. Those skilled in the art will appreciate from the foregoing description that variations in the exemplary embodiments can be made and that it is intended to cover such a variation as fall within the scope of the disclosure.

[0019] ​​Techniques, methods, and devices known to those of ordinary skill in the relevant art(s) can not be discussed in detail herein. However, where appropriate, such techniques, methods, and devices can be considered part of the present disclosure.

[0020] The passenger service handling of irregular flights is a work involving the coordination of multiple parties such as operation, marketing, service, agency, etc. At present, when an airline has irregular flights due to various internal and external reasons, the information of the irregular flights needs to be first communicated to the flight plan adjustment department and the passenger service department by the flight decision department. Then, the flight plan adjustment department manually formulates the flight plan adjustment according to the received irregular flight information and manually performs the flight change operation in the booking system. After the operation of the flight plan adjustment department, the passenger service department respectively handles the services of the passengers affected by the irregular flights according to the job allocation, such as but not limited to: conveying flight change information to passengers through various communication channels, providing rebooking or refund services for passengers through manual operation of the booking system, etc. The existing passenger service handling process of irregular flights is long but has a low degree of information automation, and lacks monitoring in many key links, which is easy to cause disconnection and loss of information transmission, inadequate execution and processing, etc., and many links are completed by manual operation, which not only has low disposal efficiency but also is prone to errors. When a large area of flights are irregular, the manual disposal and service cause great pressure, which is easy to incur passenger complaints and seriously damage the company's revenue.

[0021] Therefore, the present disclosure provides an irregular flight passenger service handling system and the associated method, which can integrate various important data and perform various handling operations by connecting other systems of the airline through a local area network and connecting external communication channels through the Internet, so as to efficiently and quickly realize the whole-process passenger service handling from flight information release to passenger protection and then to passenger notification.

[0022] The irregular flight passenger service handling system according to various embodiments of the present disclosure will be described in detail below in combination with the accompanying drawings. Such an irregular flight passenger service handling system is implemented as various suitable computing systems such as but not limited to a computer, a server, a computing platform, a data center, etc. It should be understood that the actual irregular flight passenger service handling system can also include other components, but in order to avoid obscuring the points of the present disclosure, these other components are not discussed herein and are not shown in the accompanying drawings.

[0023] Figure 1 is a flowchart showing an irregular flight passenger service handling system 100 (hereinafter, simply referred to as system 100) according to some embodiments of the present disclosure. As shown in Figure 1As shown, the system 100 includes a flight information publishing subsystem 110, a passenger protection subsystem 120, and a passenger notification subsystem 130. In this document, “protection” refers to diverting passengers of irregular flights to other regular flights.

[0024] The flight information publishing subsystem 110 can be configured to acquire flight change information from operation flight data, the flight change information including irregular flights that have changed, change type, change time, and change internal reason. In some embodiments, for example, referring to Figure 6 The flight information publishing subsystem 110 can acquire operation flight data from a flight operation management system (as another system within the airline) through a local area network. The flight information publishing subsystem 110 can also be configured to publish irregular flight information including irregular flights that have changed, change type, change time, and publish reasons to passengers and to airline staff, the publish reasons being converted from change internal reasons. For example, the flight information publishing subsystem 110 can push irregular flight information and publish reasons to the airline’s website and / or application (APP). Note that “publish” here is not equivalent to “notify” below. That is, irregular flight information and publish reasons are published on the airline’s website and / or APP here, so as to be for all passengers, so that passengers can browse and query irregular flight information and publish reasons when they actively access the website and / or APP, but irregular flight information and publish reasons are not specifically notified to relevant passengers. In addition, the flight information publishing subsystem 110 can provide irregular flight information and publish reasons to internal staff of the airline, for example, through a local area network or intranet. For front desk staff who directly serve passengers and answer their questions, it can be enough to know the publish reasons; while for back-end staff who are involved in flight plan adjustment, monitoring, etc., it can also be necessary to provide them with change internal reasons. The reason for converting change internal reasons into publish reasons is to convert technical and / or inconvenient change internal reasons into publish reasons that passengers can understand and accept, so as to improve passenger acceptance and resolve conflicts between passengers and airlines. For example, the publish reasons can be flow control, weather influence, public safety, etc.

[0025] The flight information publishing subsystem 110 can be provided with multiple functional modules to perform respective functions. In some embodiments, for example, as shown in Figure 2 The flight information publishing subsystem 110 can include a flight data management module 111, a publish reason generation module 112, and a flight publishing module 113.

[0026] The flight data management module 111 can be configured to receive and manage operation flight data from the flight operation management system through the local area network to obtain flight change information, record abnormal flights that have changed, change type, change time, pre-change flight information, post-change flight information, and change internal reason, and provide abnormal flight information to the passenger protection subsystem 120 and the passenger notification subsystem 130 through the local area network.

[0027] The external reason generation module 112 can be configured to receive the change internal reason from the flight data management module 111, and automatically convert the change internal reason into an external publication reason based on a preset rule, or allow manual entry of an external publication reason corresponding to the change internal reason.

[0028] The flight release module 113 can be configured to release the abnormal flight information received from the flight data management module 111 and the external publication reason received from the external reason generation module 112 to passengers through the Internet and to internal employees of the airline through the local area network.

[0029] In some embodiments, the flight information release subsystem 110 can further include a flight release log recording module 114, which can be configured to record a log of the corresponding operations experienced from receiving operation flight data to completing external release. For example, the flight release log can record the flight information receiving time and the operator, the external reason generation time and the operator, and the flight external release time and the operator.

[0030] The passenger protection subsystem 120 can be configured to determine the flight information to be protected according to the abnormal flight information. The flight to be protected can be an abnormal flight that has changed a preset change type. In some embodiments, the preset change type can be selected as a change that makes it impossible for passengers to board the originally planned flight aircraft. For example, the preset change type can include one or more of canceled flights, aircraft type changed flights, and delayed transfer flights. Those changes that do not affect the passengers' boarding of the originally planned flight aircraft, such as general delayed flights, time adjustment flights, airport adjustment flights, etc., can not be included in the flight to be protected. In other embodiments, the scope of the flight to be protected can also be selected according to other requirements according to actual conditions.

[0031] The passenger protection subsystem 120 can also be configured to determine the passenger to protect information according to the irregular flight information and the passenger data. The passenger to protect can be the passengers affected by the irregular flight. In some embodiments, the passenger to protect can be all the passengers affected by the irregular flight. In other embodiments, the passenger to protect can be part of the passengers affected by the irregular flight. The part of the passengers affected by the irregular flight can be selected according to actual situation according to certain criteria. This can be because the flight resources available for protecting passengers are limited, and the handling of protecting passengers also has an impact on the airline's revenue. In some embodiments, the passengers affected by the irregular flight can be ranked according to passenger value, and then the passengers with high passenger value are selected as the passengers to protect. In some embodiments, for example, with reference to Figure 6 The passenger protection subsystem 120 can obtain the passenger data from a passenger data platform (as another system within the airline) through a local area network.

[0032] The passenger protection subsystem 120 can also be configured to determine the protectable flight information according to the flight schedule data and the flight inventory data. The protectable flight can be a flight that is determined to be on schedule at the current time and has cabin and seat inventory so that the passenger to protect can be transferred to it. It can be understood that the situation of the protectable flight changes over time, and the flight that can be a protectable flight at a certain time can be canceled after a period of time and can no longer be a protectable flight. The current time refers to the time when the passenger protection subsystem 120 obtains the flight schedule data and the flight inventory data, and the protectable flight is determined according to the flight schedule data and the flight inventory data at this time. In some embodiments, for example, with reference to Figure 6 The passenger protection subsystem 120 can obtain the flight schedule data from a flight schedule management system (as another system within the airline) through a local area network, and obtain the flight inventory data from a flight inventory management system (as another system within the airline) through a local area network. The flight schedule data indicates the situation of the flight that is scheduled to fly but has not taken off, and the flight inventory data indicates the inventory (i.e. remaining) cabin and seat situation of the flight.

[0033] The passenger protection subsystem 120 can also be configured to calculate a protection scheme according to the passenger to protect information and the protectable flight information, and execute the calculated protection scheme to update the flight information of the passenger to protect to a new protectable flight. For example, the passenger protection subsystem 120 can construct a suitable operational research model (including but not limited to a network optimization model, an integer programming model, etc.) according to the passenger to protect information and the protectable flight information, with the expected business goal as the constraint and the objective function, to calculate the protection scheme indicating the corresponding relationship between the passenger to protect and the protectable flight.

[0034] The passenger protection subsystem 120 can be provided with a plurality of functional modules to perform respective functions. In some embodiments, as shown in FIG. 1, for example, the passenger protection subsystem 120 can include a protection flight analysis module 121, a protection passenger analysis module 122, a protection plan calculation module 123, a protection execution module 124, and a protection rule configuration module 125. Figure 3

[0035] The protection flight analysis module 121 can be configured to receive irregular flight information from the flight information publishing subsystem 110 through the local area network to determine protected flight information and classify protected flights by change type, and receive flight schedule data and flight inventory data from the flight schedule management system and the flight inventory management system through the local area network, respectively, to determine protectable flight information. For example, when the preset change type of the protected flight is selected to be a canceled flight, a changed aircraft type flight, and a delayed transfer flight, the protection flight analysis module 121 is configured to classify the protected flight as a canceled flight, a changed aircraft type flight, and a delayed transfer flight.

[0036] The protection passenger analysis module 122 can be configured to receive passenger data from the passenger data platform through the local area network to determine protected passenger information according to the protected flight information (received from the protection flight analysis module 121) and classify protected passengers by passenger attributes. For example, the protected passenger information can include passenger identity information (e.g., name and / or valid certificate number such as an ID number, etc.), passenger value, passenger booking record, ticket number, passenger pre-booking flight, passenger application of special service items (e.g., special meal, special seat, oxygen / bearer / wheelchair, etc.), and cabin (e.g., first class, economy class, etc.). The passenger value can be data obtained directly from other systems of the airline company. The passenger value may, for example, include static value of the passenger himself / herself and / or dynamic value of the passenger related to the trip. For example, the value of a passenger with high mileage can be set to be higher than the value of a passenger with low mileage, etc. The calculation method of the passenger value can be designed according to actual conditions. The protection passenger analysis module 122 can also be configured to classify protected passengers by passenger attributes, for example, can classify protected passengers according to passenger identity and passenger application of special service items. As a non-limiting example, for example, the protected passengers can be classified into special identity (e.g., VIP and unaccompanied child) passengers, oxygen / bearer / wheelchair related special service passengers, application of other free special service passengers, application of paid special service passengers, and ordinary passengers. Such classification is conducive to providing suitable protection plans for different passengers.

[0037] ​The protection scheme calculation module 123 can be configured to calculate a protection scheme according to the protectable flight information received from the protection flight analysis module 121 and the to-protect passenger information received from the protection passenger analysis module 122. For example, the protection scheme calculation module 123 can utilize a suitable protection algorithm engine to construct a suitable mathematical model (including but not limited to a network optimization model, an integer programming model, etc.) according to the to-protect passenger information and the protectable flight information, and calculate a protection scheme with expected business targets as constraints and objective functions. In some embodiments, the protection scheme calculation module 123 can be configured to calculate a protection scheme according to the protectable flight information and the to-protect passenger information by: obtaining and quantifying passenger travel preferences through big data analysis of historical data; combining flight schedule data, passenger seat booking records, passenger values, airline origin-destination revenue management models, and quantified passenger travel preferences, and utilizing a network optimization model to calculate a protection scheme under the goal of balancing maximum revenue and maximum passenger acceptance. This can both improve passenger satisfaction and protect airline revenue.

[0038] In some embodiments, the protection scheme can include one or a combination of various schemes, such as: a point-to-point protection scheme without changing the origin and destination of the passenger's original itinerary and with direct flights, which can include cross-airport protection with multiple airports in the same city (e.g., the original itinerary is Beijing-Shanghai, and the protection scheme is still Beijing-Shanghai or Daxing-Pudong); a transfer point protection scheme without changing the origin and destination of the passenger's original itinerary but with added transfer points (e.g., the original itinerary is Beijing-Shanghai, and the protection scheme is Beijing-Hangzhou-Shanghai); a nearby airport protection scheme that changes one or both of the origin and destination of the passenger's original itinerary to a nearby airport (e.g., the original itinerary is Beijing-Shanghai, and the protection scheme is Beijing-Hangzhou, which can compensate for the Hangzhou-Shanghai fare difference or use other transportation to deliver the passenger to Shanghai).

[0039] The protection execution module 124 can be configured to update passenger seat booking records and tickets on the booking system through a local area network according to the protection scheme received from the protection scheme calculation module 123, and update the flight information of the to-protect passenger to the protectable new flight.

[0040] The protection rule configuration module 125 can be configured to add, edit, enable, disable, and query protection scheme calculation rules called by the protection scheme calculation module 123. In some embodiments, the protection rule configuration module 125 can be configured to set one or more of the protectable flight range, the physical cabin sequence, the minimum connection time parameter for transfer connections, the protection scheme calculation parameter, the protection execution automation degree, the to-protect flight range, and the to-protect passenger range.

[0041] In some embodiments, the protection rule configuration module 125 can be further configured to perform one or more of the following.

[0042] In some examples, the protection rule configuration module 125 can divide the protection modes into passenger-level protection, flight-level protection, route-level protection, and region-level protection according to the flight impact degree and application scenarios. The passenger-level protection can be configured to perform passenger protection on the identity or ticket information of individual passengers, or to perform passenger protection according to the manual entry of one or more passengers needing protection matched to the manually specified protection flights. The flight-level protection can be configured to automatically access all canceled flight information to complete automatic protection of all flight passengers. The route-level protection can be configured to automatically queue the flights about the routes pre-configured in the protection rule configuration module 125 as the routes to be protected, and manually control the start of the calculation and execution of the protection scheme for the batch flights on the relevant routes of the airport. The region-level protection can be configured to automatically queue the flights about the airports pre-configured in the protection rule configuration module 125 as the airports to be protected, and manually control the start of the calculation and execution of the protection scheme for the batch flights on the relevant routes of the airport. The route-level protection and the region-level protection can both calculate and execute the protection scheme by sorting the passenger values according to the flight set selected when calculating the protection scheme. Queuing is adopted in the route-level protection and the region-level protection because the route-level protection and the region-level protection involve more flights, and the upstream department operation decision time is longer. In order to avoid the itinerary of the passenger being adjusted multiple times (for example, when the A flight is canceled, the A flight passenger is immediately protected to the B flight on the same route or region, and then the B flight is canceled, resulting in the passenger needing to be reprotected), and thus causing complaints from passengers, the flights can be queued to wait until the operation decision is stable before executing the protection.

[0043] In some examples, the protection rule configuration module 125 can set the protection rules for passenger attribute classification (which can include accompanying personnel). For example, the protection rule configuration module 125 can configure the protection rules for the passengers to be protected according to the passenger identity and the passenger application of special service items, including: providing a configuration item for matching the VIP and unaccompanied children protection to the same flight with the accompanying personnel; providing a configuration item for pushing the work order of the special service passengers involving oxygen, stretcher, and wheelchair to the dedicated personnel for protection; for other types of free special service applications, providing a configuration item for whether to automatically apply to a new flight for protection according to the service item; and providing a configuration item for realizing the original price protection or the same attribute protection of the paid special service.

[0044] In some examples, the protection rule configuration module 125 can set the rules for passenger value sorting. For example, the protection rule configuration module 125 can provide a configuration item for selecting the static value of the passenger itself and / or the dynamic value related to the itinerary of the passenger as the dimension of the passenger value sorting for the passenger value sorting, and calculating the overall passenger value according to the selected dimension for the multi-person accompanying passengers.

[0045] In some examples, the protection rule configuration module 125 can set protection rules for protection to the home airline or to an external airline (or foreign airline) alliance code-share flight. For example, the protection rule configuration module 125 can provide configuration items for protection in the order of protection to the home airline, alliance flight, code-share flight, other airline flight, and foreign airline code for protection to the home airline or foreign airline alliance code-share flight.

[0046] In some examples, the protection rule configuration module 125 can set protection scheme calculation manner rules. For example, the protection rule configuration module 125 can provide configuration items for point-to-point protection scheme, transit point protection scheme, and nearby airport protection scheme in each protection mode according to the protection mode and the calculation manner that the protection scheme calculation module 123 can provide. For example, in some cases, the three schemes of point-to-point protection scheme, transit point protection scheme, and nearby airport protection scheme can all be configured to be selectable, but in some cases, only the transit point protection scheme can be configured to be selectable.

[0047] In some examples, the protection rule configuration module 125 can set configuration rules for the protection execution automation degree. For example, the protection rule configuration module 125 can provide configuration items for full-automatic mode of automatically calculating and executing the protection scheme, semi-automatic mode of automatically calculating the protection scheme but manually triggering the execution of the protection scheme, and full-manual mode of manually calculating and executing the protection scheme for the protection execution automation degree configuration. For example, for the semi-automatic mode, the protection scheme can be allowed to be audited, adjusted, and optimized by manual after being generated.

[0048] In some embodiments, the passenger protection subsystem 120 can further include a risk control module 126, which can be configured to take emergency measures in case of abnormality of protection performed by the protection execution module 124. In some examples, the risk control module 126 can be configured to provide a pre-warning of unprocessed flights to be protected, a pre-warning of processing timeout of flights to be protected, a pre-warning of abnormality of peripheral data acquisition by the passenger protection subsystem, a pre-warning of a protection success rate below a threshold. The protection success rate is the ratio of the number of passengers who have been protected to the number of passengers to be protected. For example, when a pre-warning is given due to a low protection success rate, staff can investigate the cause of the trigger, which can be a system technical problem (e.g., a problem with the interface called, etc.) or too few flights to be protected, etc. In some examples, the risk control module 126 can be further configured to implement one or more of the following: protection shutdown, such that the execution of protection is interrupted immediately during the protection execution process; protection withdrawal, such that the new flights in the passenger reservation records and tickets after the execution of protection are restored to the original flights by re-protection. For example, as an application example scenario of protection withdrawal, when passengers of a flight are protected to new flights due to the flight being mistakenly considered as cancelled by an upstream department, but the flight is actually not cancelled, protection withdrawal can be applied to restore the passengers to the original flight; when passengers of a flight are protected to new flights due to the flight being cancelled, but the flight is later restored, protection withdrawal can be applied to restore the passengers to the original flight.

[0049] In some embodiments, the passenger protection subsystem 120 can further include a protection report statistics module 127, which can be configured to query and export passenger protection result data, including protection statistics information of each flight to be protected and protection result detailed information of each passenger to be protected.

[0050] The passenger notification subsystem 130 can be configured to notify the passengers to be notified of the abnormal flight information and the public disclosure reason related to the passengers to be notified, and when the passengers to be notified are passengers to be protected, also notify the passengers to be notified of the protection scheme related to the passengers to be notified. The passengers to be notified are passengers affected by the abnormal flights falling within the notification flight range. For example, the passenger notification subsystem 130 can obtain the abnormal flight information and the public disclosure reason from the flight information publishing subsystem 110 through a local area network, obtain the passenger list and contact information from the passenger data platform through a local area network, obtain the passenger protection information from the passenger protection subsystem 120 through a local area network, and send notification information to passengers according to predetermined notification rules through channels such as a short message gateway, a telephone gateway, an email server, the Internet, etc. to the passengers' mobile phones, voice calls, emails, official websites, APPs, WeChat, etc.

[0051] The passenger notification subsystem 130 can be provided with a plurality of functional modules to perform respective functions. In some embodiments, for example as shown in Figure 4 Fig. 1, the passenger notification subsystem 130 can include a notification flight analysis module 131, a notification passenger analysis module 132, a notification rule configuration module 133, and a notification execution module 134.

[0052] The notification flight analysis module 131 can be configured to receive the to-be-notified flight information and the publicizing reason from the flight information publishing subsystem 110 through the local area network, and classify the to-be-notified flight according to the change type. The to-be-notified flight is an abnormal flight falling into the notification flight range. The notification flight range can be configured by the notification rule configuration module 133. For example, the to-be-notified flight can be classified as a cancelled flight, a cancelled-recovered flight, a delayed flight, a delayed-recovered flight, a time-adjusted flight, a time-adjusted-recovered flight, an airport-changed flight, a model-changed flight, a cabin-changed flight, a seat-changed flight, etc.

[0053] The notification passenger analysis module 132 can be configured to obtain the passenger information and the contact information of the to-be-notified passenger from the passenger data platform through the local area network. The to-be-notified passenger is the passenger affected by the to-be-notified flight. For example, the passenger information can include the passenger name, the cabin, the passenger booking record, the ticket number, the passenger booking original flight information, the new flight information after the ticket change, the contact information can include the booking system agent (e.g., ticket purchase website, ticket purchase APP, ticket purchase agent site, etc.) contact number, the passenger's own contact number and / or email, the passenger's phone number collected by the airline, official APP, WeChat, etc.

[0054] The notification rule configuration module 133 can be configured to add, edit, enable, disable, and query the passenger notification rules, including configuring the notification flight range, the notification start time, and the notification read receipt valid time. Taking the short message notification as an example, it is assumed that the receipt of the short message read receipt within one minute after the sending of the short message is regarded as a notification success, and the receipt of the short message read receipt within one minute is regarded as a notification failure regardless of whether the short message read receipt is received subsequently.

[0055] In some examples, the notification rule configuration module 133 can also be configured to provide a configuration item for the passenger to select a notification method requiring passenger confirmation or a notification method not requiring passenger confirmation. For example, for passengers to be notified who fall within the range of passengers to be protected by the passenger protection subsystem 120, there are two notification methods to choose from when notifying: one is a notification method requiring passenger confirmation, i.e., the protection scheme is first reserved and then sent to the passenger for confirmation, and after the passenger confirms to accept the protection scheme, the protection scheme is executed, and then the passenger is notified of the protection execution result; the other is a notification method not requiring passenger confirmation, i.e., the protection execution result is directly notified to the passenger after the protection is executed. For passengers to be notified who do not fall within the range of passengers to be protected by the passenger protection subsystem 120, a notification method not requiring passenger confirmation can usually be used to notify the passenger of the flight change information. For example, the point-to-point protection scheme can be directly notified to the passenger by the passenger notification subsystem 130 after being executed by the passenger protection subsystem 120, for example, through a short message content indicating that if the change is required, the original ticketing channel, the official self-service channel, or the customer service channel can be selected for rescheduling or refunding. The transfer point protection scheme can be used to first reserve the scheme by the passenger protection subsystem 120 and then notify the passenger of the flight information by short message, and if the passenger accepts it, the passenger replies “Y” or clicks the message content link and confirms on the page opened by the link. After the passenger confirms, the passenger protection subsystem 120 executes the subsequent protection operation of the reserved transfer point protection scheme, and the execution result is again notified to the passenger by the passenger notification subsystem 130.

[0056] In some examples, the notification rule configuration module 133 can also be configured to provide a configuration item for the passenger to select a notification method requiring passenger confirmation or a notification method not requiring passenger confirmation. For example, for passengers to be notified who fall within the range of passengers to be protected by the passenger protection subsystem 120, there are two notification methods to choose from when notifying: one is a notification method requiring passenger confirmation, i.e., the protection scheme is first reserved and then sent to the passenger for confirmation, and after the passenger confirms to accept the protection scheme, the protection scheme is executed, and then the passenger is notified of the protection execution result; the other is a notification method not requiring passenger confirmation, i.e., the protection execution result is directly notified to the passenger after the protection is executed. For passengers to be notified who do not fall within the range of passengers to be protected by the passenger protection subsystem 120, a notification method not requiring passenger confirmation can usually be used to notify the passenger of the flight change information. For example, the point-to-point protection scheme can be directly notified to the passenger by the passenger notification subsystem 130 after being executed by the passenger protection subsystem 120, for example, through a short message content indicating that if the change is required, the original ticketing channel, the official self-service channel, or the customer service channel can be selected for rescheduling or refunding. The transfer point protection scheme can be used to first reserve the scheme by the passenger protection subsystem 120 and then notify the passenger of the flight information by short message, and if the passenger accepts it, the passenger replies “Y” or clicks the message content link and confirms on the page opened by the link. After the passenger confirms, the passenger protection subsystem 120 executes the subsequent protection operation of the reserved transfer point protection scheme, and the execution result is again notified to the passenger by the passenger notification subsystem 130.

[0057] In some examples, the notification rule configuration module 133 can also be configured to provide a configuration item for the passenger to select a notification method requiring passenger confirmation or a notification method not requiring passenger confirmation. For example, for passengers to be notified who fall within the range of passengers to be protected by the passenger protection subsystem 120, there are two notification methods to choose from when notifying: one is a notification method requiring passenger confirmation, i.e., the protection scheme is first reserved and then sent to the passenger for confirmation, and after the passenger confirms to accept the protection scheme, the protection scheme is executed, and then the passenger is notified of the protection execution result; the other is a notification method not requiring passenger confirmation, i.e., the protection execution result is directly notified to the passenger after the protection is executed. For passengers to be notified who do not fall within the range of passengers to be protected by the passenger protection subsystem 120, a notification method not requiring passenger confirmation can usually be used to notify the passenger of the flight change information. For example, the point-to-point protection scheme can be directly notified to the passenger by the passenger notification subsystem 130 after being executed by the passenger protection subsystem 120, for example, through a short message content indicating that if the change is required, the original ticketing channel, the official self-service channel, or the customer service channel can be selected for rescheduling or refunding. The transfer point protection scheme can be used to first reserve the scheme by the passenger protection subsystem 120 and then notify the passenger of the flight information by short message, and if the passenger accepts it, the passenger replies “Y” or clicks the message content link and confirms on the page opened by the link. After the passenger confirms, the passenger protection subsystem 120 executes the subsequent protection operation of the reserved transfer point protection scheme, and the execution result is again notified to the passenger by the passenger notification subsystem 130.

[0058] In some examples, the notification rule configuration module 133 can also be configured to set notification warning rules, including but not limited to a warning of an abnormal peripheral data exception obtained by the passenger notification subsystem 130, a warning of a passenger notification timeout, and a warning of a notification success rate below a threshold. The notification success rate is the ratio of the number of notified passengers to the number of protected passengers. When the corresponding warning is triggered, the relevant processing personnel can be reminded in time to investigate.

[0059] The notification execution module 134 can be configured to match the abnormal flight information received from the flight information publishing subsystem 110 and the public reason to the passenger notification rules configured by the notification rule configuration module, and to adapt the corresponding notification channel according to the passenger contact information received from the passenger notification analysis module to notify the passengers. Specifically, for example, first, for the passengers to be notified who fall within the range of passengers to be protected by the passenger protection subsystem 120, the output data of the protection execution module 124 of the passenger protection subsystem 120 can be obtained through the local area network to refine the changed flight information, and for the passengers to be notified who do not fall within the range of passengers to be protected by the passenger protection subsystem 120, the changed flight information can be refined from the passenger reservation records through the local area network; then, the pre-change flight information and the post-change flight information and the public reason provided by the flight information publishing subsystem 110 are matched with the corresponding passenger notification rules; finally, the corresponding notification channels such as SMS, email, website, APP, WeChat, etc. are adapted according to the passenger contact information obtained by the passenger notification analysis module 132 to notify the passengers.

[0060] In some embodiments, the passenger notification subsystem 130 can further include a manual secondary intervention module 135, which can be configured to distribute the passenger information that fails the first automatic notification of the passenger notification subsystem 130 to corresponding handling personnel for intervention according to a manual secondary intervention rule. In some examples, the manual secondary intervention module 135 can be configured to distribute the passenger information that fails the first automatic notification of the passenger notification subsystem 130 to corresponding handling personnel, who can re-identify the contact information and re-notify again. For example, the handling personnel can manually confirm or update the first sent contact information or select other handling modes, and then re-initiate the notification based on the original sending mode. The other handling modes include but are not limited to manual outbound call or setting as no need to notify. In embodiments where the passenger notification subsystem 130 further includes the manual secondary intervention module 135, the notification rule configuration module 133 can be further configured to set the manual secondary intervention rule in some examples. In some examples, the manual secondary intervention rule can specify the distribution of the handling personnel, for example, the domestic or overseas ticketing location can be identified by identifying the remark information of the passenger booking record, the International Air Transport Association (IATA) number, or the overseas ticketing mailbox information, which is used by the manual secondary intervention module 135 to distribute the domestic or overseas handling personnel for manual handling tasks.

[0061] In some embodiments, the passenger notification subsystem 130 can further include a notification report statistics module 136, which can be configured to query and export the passenger notification result data, including the notification statistics information of each notified flight and the notification result detailed information of each notified passenger.

[0062] In addition, referring back to Figure 1 In some embodiments, the system 100 can further include a ticket movement subsystem 140, which can be configured to track the movement and change trajectory of each ticket of the passengers affected by the irregular flight in real time, so as to optimize the adjustment of the passenger protection scheme and further service remediation for the passengers without the handling scheme.

[0063] The ticket movement subsystem 140 can be provided with a plurality of functional modules to respectively perform corresponding functions. In some embodiments, for example, as Figure 5 shown, the ticket movement subsystem 140 can include a ticket movement tracking module 141 and a passenger protection tracking module 142.

[0064] The ticket trend tracking module 141 can be configured to integrate the flight change information, the passenger protection information and the passenger notification information from the flight information publishing subsystem 110, the passenger protection subsystem 120 and the passenger notification subsystem 130 through the local area network, and analyze the ticket status of all passengers affected by the irregular flight through the local area network and the booking system, record the ticket status change information and the change time in real time, so as to obtain the current handling status of each passenger affected by the irregular flight. The handling status of the passenger may include, but is not limited to, protected (indicating that the passenger has been protected through the passenger protection subsystem 120), notified (indicating that the passenger has received the notification of the passenger notification subsystem 130), departed (indicating that the passenger has completed the flight departure according to the flight of the airline), re-dated (indicating that the passenger has performed a re-dating operation on the protection result of the passenger protection subsystem 120, and the re-dating is performed to other flights of the airline), refunded (indicating that the passenger has performed a refund operation on the protection result of the passenger protection subsystem 120), re-issued (indicating that the passenger has performed a re-issuing operation on the protection result of the passenger protection subsystem 120, and the re-issuing is performed to foreign airlines), and other re-issuing information.

[0065] The passenger protection tracking module 142 can be configured to obtain the protection result data from the passenger protection subsystem 120 through the local area network, analyze the ticket status of the protected passengers after the departure of the new flight of the protection, record the change information of the ticket status of the protected passengers in real time, so as to obtain the acceptance of the protected passengers to the protection scheme, and the acceptance is the ratio of the actual departure passengers among the protected passengers to the number of the protected passengers. The ticket status of the protected passengers may include, but is not limited to, actual departure (indicating that the passenger has completed the flight departure according to the protection flight performed by the passenger protection subsystem 120), no NOSHOWN (indicating that the passenger has not performed the flight according to the protection flight performed by the passenger protection subsystem 120, and has not performed other ticket change operations), re-dated (indicating that the passenger has performed a re-dating operation on the protection result of the passenger protection subsystem 120, and the re-dating is performed to other flights of the airline), refunded (indicating that the passenger has performed a refund operation on the protection result of the passenger protection subsystem 120), re-issued (indicating that the passenger has performed a re-issuing operation on the protection result of the passenger protection subsystem 120, and the re-issuing is performed to foreign airlines).

[0066] Figure 6External systems cooperating with the irregular flight passenger service handling system 100 according to some embodiments of the present disclosure are shown. The system 100 can communicate with the airline's flight operation management system, flight schedule management system, flight inventory management system and passenger data platform through a local area network to obtain flight operation data, flight schedule data, flight inventory data, passenger data (such as passenger information, passenger value, passenger contact information, etc.), process the above information based on relevant rules of passenger protection and passenger notification, update passenger reservation records and ticket status in the reservation system if the rules are met, and send notifications to passengers' mobile phones, voice calls, emails, official websites, APPs, WeChat, etc. through corresponding notification channels (such as SMS gateway, phone gateway, email server, Internet, etc.). In some cases, the airline can also have a flight release seat, a protection monitoring seat, a notification monitoring seat and a handling monitoring seat to maintain, manage and monitor the flight information release subsystem 110, the passenger protection subsystem 120, the passenger notification subsystem 130 and the ticket movement subsystem 140 of the system 100, respectively.

[0067] The irregular flight passenger service handling system 100 according to various embodiments of the present disclosure can integrate flight operation data, flight schedule data, flight inventory data, passenger data, efficiently complete data analysis, processing and flow, ensure the accuracy, integrity, consistency and efficiency of information and operations in each link of irregular flight information release, affected passenger protection, affected passenger notification and passenger service handling, greatly improve the efficiency of irregular flight passenger service handling, reduce the loss of airline revenue while improving passenger service satisfaction.

[0068] The irregular flight passenger service handling method 200 according to some embodiments of the present disclosure will be introduced below in combination with Figure 7 As shown in Figure 7 , the method 200 includes:

[0069] At step S202, flight change information is obtained according to the operation flight data, the flight change information including the irregular flight that has changed, the change type, the change time and the change internal reason;

[0070] At step S204, irregular flight information and external publication reasons are released to passengers and released to airline employees, the irregular flight information including the irregular flight that has changed, the change type, the change time, and the external publication reasons being converted from the change internal reason;

[0071] At step S206, the flight information to be protected is determined according to the irregular flight information, the flight to be protected being the irregular flight that has changed the preset change type;

[0072] At step S208, determine the passenger information to be protected according to the irregular flight information and the passenger data, the passenger to be protected being a passenger affected by the flight to be protected;

[0073] At step S210, determine the flight information to be protected according to the flight schedule data and the flight inventory data, the flight to be protected being a flight determined to be flown as scheduled at the current time and having cabin and seat inventory such that the passenger to be protected can be transferred to the flight to be protected;

[0074] At step S212, calculate a protection scheme according to the passenger information to be protected and the flight information to be protected;

[0075] At step S214, execute the calculated protection scheme to update the flight information of the passenger to be protected to the new flight to be protected; and

[0076] At step S216, notify the passenger to be notified of the irregular flight information and the publicized reason related to the passenger to be notified, and when the passenger to be notified is the passenger to be protected, also notify the passenger to be notified of the protection scheme related to the passenger to be notified, the passenger to be notified being a passenger affected by the irregular flight falling within the scope of the notification flight.

[0077] Embodiments of the method 200 are substantially similar to the aforementioned embodiments of the system 100, and thus will not be described again here, and the relevant parts can be referred to the description of the system embodiments.

[0078] The present disclosure also provides an irregular flight passenger service handling device, which can include one or more processors and a memory storing computer-executable instructions that, when executed by the one or more processors, cause the one or more processors to perform the irregular flight passenger service handling method according to any one of the aforementioned embodiments of the present disclosure. As Figure 8As shown, the computing device 300 can include a processor(s) 302 and a memory 304 storing computer-executable instructions that, when executed by the processor(s) 302, cause the processor(s) 302 to perform the irregular flight passenger service handling method according to any of the preceding embodiments of the present disclosure. The processor(s) 302 can be, for example, a central processing unit (CPU) of the computing device 300. The processor(s) 302 can be any type of general purpose processor, or can be a processor designed specifically for irregular flight passenger service handling, such as an application specific integrated circuit (“ASIC”). The memory 304 can include various computer-readable media that are accessible by the processor(s) 302. In various embodiments, the memory 304 described herein can include volatile and non-volatile media, removable and non-removable media. For example, the memory 304 can include any combination of random access memory (“RAM”), dynamic RAM (“DRAM”), static RAM (“SRAM”), read only memory (“ROM”), flash memory, cache memory, and / or any other type of non-transitory computer readable media. The memory 304 can store instructions that, when executed by the processor 302, cause the processor 302 to perform the irregular flight passenger service handling method according to any of the preceding embodiments of the present disclosure.

[0079] The present disclosure also provides a non-transitory storage medium having stored thereon computer-executable instructions that, when executed by a computer, cause the computer to perform the irregular flight passenger service handling method according to any of the preceding embodiments of the present disclosure.

[0080] The terms “left,” “right,” “front,” “back,” “top,” “bottom,” “over,” “under,” “upper,” “lower,” and the like in the description and the claims, if any, are used for descriptive purposes and not necessarily for describing permanent relative positions. It is to be understood that the terms so used are interchangeable under appropriate circumstances such that the embodiments of the present disclosure described herein are capable of operation in other orientations than described or otherwise shown in the figures. For example, if the device in the figures is turned over, elements described as on the “top” of other elements would then be oriented on the “bottom” of those elements. The device can also be oriented in other ways (rotated at 90 degrees or at other orientations), and the relative spatial relationships would be explained accordingly.

[0081] In the description and claims, the terms "on", "attached to", "connected to", "coupled to", or "in contact with" one element to another element, among others, can mean the element is either directly on, directly attached to, directly connected to, directly coupled to, or directly in contact with the other element or one or more intervening elements can also be present. In contrast, the terms "directly on", "directly attached to", "directly connected to", "directly coupled to", or "directly in contact with" one element to another element mean that there are no intervening elements present. In the description and claims, one feature being arranged "adjacent" to another feature can mean that the feature has a portion that overlaps with the adjacent feature or a portion that is above or below the adjacent feature.

[0082] As used herein, the word "exemplary" means "serving as an example, instance, or illustration," and not "preferred" or "advantageous over other implementations." In addition, the disclosure is not limited to any expressed or implied theory of operation by any of the arrangements described herein.

[0083] As used herein, the word "substantially" means including any minor variations as a result of design, manufacturing, and / or assembly tolerances, environmental impacts, and / or other factors. The word "substantially" also allows for differences between a perfect or ideal situation and a real-world situation.

[0084] In addition, the terms "first", "second", and similar terms can also be used herein, merely for purposes of reference and thus do not necessarily have to comply with the chronological or chronological order of the objects or elements they refer to.

[0085] It will also be understood that, although the terms "include", "includes" or "including" are used herein, such terms are used in the sense of "including but not limited to", and are not used in the sense of "consist only of" or "consisting only of".

[0086] In the present disclosure, the term "providing" is used in a broad sense to cover all means of obtaining an object, and thus "providing an object" includes, but is not limited to, "buying", "preparing / manufacturing", "arranging / setting", "installing / fitting", and / or "ordering" the object, etc.

[0087] As used herein, the term "and / or" includes any and all combinations of one or more of the associated listed items. The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. As used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise.

[0088] Those skilled in the art will realize that the boundaries between the above described operations merely illustrative. The multiple operations can be combined into a single operation, a single operation can be distributed in additional operations and operations can be executed at least partially overlapping in time. Moreover, alternative embodiments can include a number of instances of a particular operation, and the order of the operations can be altered in other various embodiments. However, other modifications, variations, and alternatives are also possible. The aspects and elements of all such embodiments can be combined in any manner and / or combination with one another and with other aspects or elements of other embodiments, to provide additional embodiments within the scope of the present disclosure. Thus, the present specification and figures are to be regarded as illustrative in nature and not as restrictive.

[0089] While certain embodiments of the disclosure have been described herein, it will be understood by those skilled in the art that changes can be made to the embodiments described without departing from the spirit and scope of the disclosure. It is intended that all such modifications and variations be included within the scope of the disclosure. The disclosure is defined by the claims appended hereto.

Claims

1. A system for handling irregular flight passenger service, comprising: a flight information publishing subsystem configured to: obtain flight change information from operational flight data, the flight change information including irregular flights that have changed, change types, change times, and change internal reasons, publish irregular flight information including irregular flights that have changed, change types, change times, and change external reasons for passengers and airline staff, and the change external reasons are converted from the change internal reasons; a passenger protection subsystem configured to: determine protected flight information from the irregular flight information, the protected flights being irregular flights that have changed with preset change types, determine protected passenger information from the irregular flight information and passenger data, the protected passengers being passengers affected by the protected flights, determine protectable flight information from flight plan data and flight inventory data, the protectable flights being flights that are determined to be flown as scheduled at the current time and have cabin and seat inventories so that the protected passengers can be transferred to them, calculate a protection scheme from the protected passenger information and the protectable flight information, execute the calculated protection scheme to update the flight information of the protected passengers to new protectable flights, wherein the passenger protection subsystem includes a protection rule configuration module configured to divide protection modes into: passenger-level protection configured to perform passenger protection for individual passenger identities or ticket information, or to perform passenger protection by matching one or more passengers that need protection to manually designated protection flights according to manually entered flight selections, flight-level protection configured to automatically access all canceled flight information to complete automatic protection for all flight passengers, route-level protection configured to automatically enter flights about routes preconfigured as routes to be protected into route-level protection queues, and manually control the start of calculation and execution of protection schemes for batch flights on the routes, region-level protection configured to automatically enter flights about airports preconfigured as airports to be protected into region-level protection queues, and manually control the start of calculation and execution of protection schemes for batch flights on related routes of the airports, wherein the route-level protection and the region-level protection both calculate and execute protection schemes by sorting passengers according to flight sets selected when calculating protection schemes, and make the flights wait for execution after the running decisions are stable; and a passenger notification subsystem configured to: notify the notified passengers of irregular flight information and change external reasons related to the notified passengers, and when the notified passengers are protected passengers, also notify the notified passengers of protection schemes related to the notified passengers, the protected passengers being passengers affected by irregular flights falling within the scope of the notified flights.

2. The mishandled passenger service handling system of claim 1, wherein, the flight information publishing subsystem includes: The flight data management module is configured to receive and manage operation flight data from the flight operation management system through the local area network to obtain flight change information, record abnormal flights that have changed, change types, change times, pre-change flight information, post-change flight information, and internal change reasons, and provide abnormal flight information to the passenger protection subsystem and the passenger notification subsystem through the local area network; The external reason generation module is configured to receive internal change reasons from the flight data management module, and automatically convert the internal change reasons into external publication reasons based on preset rules, or allow manual entry of external publication reasons corresponding to the internal change reasons; The flight release module is configured to release abnormal flight information received from the flight data management module and external publication reasons received from the external reason generation module to passengers through the Internet and to internal employees of the airline through the local area network; The flight release log recording module is configured to record log records of corresponding operations experienced from receiving operation flight data to completing external release.

3. The misconnected passenger service handling system of claim 1, wherein, The passenger protection subsystem comprises: The protected flight analysis module is configured to receive abnormal flight information from the flight information release subsystem through the local area network to determine protected flight information and classify protected flights according to change types, and receive flight plan data and flight inventory data from the flight plan management system and the flight inventory management system through the local area network to determine protectable flight information; The protected passenger analysis module is configured to receive passenger data from the passenger data platform through the local area network according to the protected flight information to determine protected passenger information and classify protected passengers according to passenger attributes; The protection scheme calculation module is configured to calculate a protection scheme according to protectable flight information received from the protected flight analysis module and protected passenger information received from the protected passenger analysis module; The protection execution module is configured to update passenger reservation records and tickets on the reservation system through the local area network according to the protection scheme received from the protection scheme calculation module to update flight information of protected passengers to new protectable flights; The protection rule configuration module is configured to add, edit, enable, disable, and query protection scheme calculation rules called by the protection scheme calculation module; The risk control module is configured to take emergency measures in the case of abnormal protection performed by the protection execution module; The protection report statistical module is configured to query and export passenger protection result data, including protection statistical information of each protected flight and protection result detailed information of each protected passenger.

4. The abnormal flight passenger service handling system of claim 3, wherein, The preset change types of the protected flight include canceled flights, aircraft type changed flights, and delayed transfer flights, and the protected flight analysis module is configured to classify the protected flight into canceled flights, aircraft type changed flights, and delayed transfer flights; The passenger protection analysis module is configured to determine passenger information to be protected including passenger identity information, passenger value, passenger booking record, ticket number, passenger original flight reservation, passenger special service item application, and cabin, and classify the passenger information to be protected according to passenger identity and passenger special service item application; The protection scheme calculation module is configured to calculate the protection scheme according to the protectable flight information and the passenger information to be protected by the following operations: Obtaining and quantifying passenger travel preferences through big data analysis of historical data; In combination with flight plan data, passenger booking record, passenger value, airline origin-destination revenue management model, and quantified passenger travel preferences, a network optimization model is used to calculate the protection scheme under the goal of balancing maximum revenue and maximum passenger acceptance; The protection rule configuration module is configured to set the protectable flight range, physical cabin sequence, minimum connection time parameter for transfer connections, protection scheme calculation parameter, and protection execution automation degree. The risk control module is configured to provide early warning for unprocessed protectable flights, early warning for protectable flight processing overtime, early warning for passenger protection subsystem peripheral data abnormality, and early warning for protection success rate below a threshold value, the protection success rate being the ratio of the number of protected passengers to the number of passengers to be protected.

5. The misconnected passenger service handling system of claim 4, wherein, The protection scheme includes one or a combination of the following various schemes: A point-to-point protection scheme without changing the origin and destination of the passenger's original itinerary and direct; A transfer point protection scheme without changing the origin and destination of the passenger's original itinerary but adding a transfer point; A neighboring airport protection scheme that changes one or both of the origin and destination of the passenger's original itinerary to a neighboring airport.

6. The misconnected passenger service handling system of claim 5, wherein, The protection rule configuration module is further configured to perform one or more of the following: Configure protection rules for passengers to be protected classified according to passenger identity and passenger special service item application, including: Provide a configuration item for matching VIPs and unaccompanied children with accompanying personnel protection to the same flight, Provide a configuration item for pushing passengers requiring oxygen, stretchers, or wheelchairs to special personnel for protection through a work order, For other free special service applications, provide a configuration item for whether to automatically apply for protection to a new flight according to the service item, Provide a configuration item for implementing original price protection or attribute protection for paid special services; For passenger value sorting, provide a configuration item for selecting the static value of the passenger themselves and / or the dynamic value related to the itinerary of the passenger as the dimension of passenger value sorting, and for multiple passengers traveling together, calculate the overall passenger value according to the selected dimension; For protectable flights to the airline or external airline alliance code-sharing flights, provide a configuration item for protecting in the order of protectable flights to the airline, alliance flights, code-sharing flights, other airline flights, and a configuration item for external airline codes; According to the protection mode and the calculation method provided by the protection scheme calculation module, provide a configuration item for point-to-point protection schemes, transfer point protection schemes, and neighboring airport protection schemes under each protection mode; For protection execution automation degree configuration, full-automatic mode of automatically calculating and executing protection scheme, semi-automatic mode of automatically calculating protection scheme but manually triggering execution of protection scheme, and full-manual mode of manually calculating and executing protection scheme are provided.

7. The misconnected passenger service handling system of claim 4, wherein, The risk control module is further configured to implement one or more of the following: Protection shutdown, so that the execution of the protection is interrupted immediately during the protection execution; Protection withdrawal, so that the new flights in the passenger reservation records and tickets after the protection execution are restored to the original flights by re-protection.

8. The misconnected passenger service handling system of claim 1, wherein, The passenger notification subsystem includes: A notification flight analysis module configured to receive notification flight information and public reason from the flight information publishing subsystem through the local area network, and classify the notification flight according to the change type, the notification flight being an abnormal flight falling within the notification flight range; A notification passenger analysis module configured to obtain passenger information and contact information of the notification passenger from the passenger data platform through the local area network, the notification passenger being a passenger affected by the notification flight; A notification rule configuration module configured to add, edit, enable, disable, and query passenger notification rules, including configuring notification flight range, notification start time, and notification read receipt valid time; A notification execution module configured to match abnormal flight information and public reason received from the flight information publishing subsystem and protection scheme received from the passenger protection subsystem to the passenger notification rules configured by the notification rule configuration module, and adapt the corresponding notification channel according to the passenger contact information received from the notification passenger analysis module to notify; An artificial secondary intervention module configured to distribute passenger information that fails in the first automatic notification of the passenger notification subsystem to corresponding processing personnel for intervention according to artificial secondary intervention rules; A notification report statistical module configured to query and export passenger notification result data, including notification statistical information of each notification flight and notification result detailed information of each notification passenger.

9. The misconnected passenger service handling system of claim 8, wherein, The notification rule configuration module is further configured to implement one or more of the following: For the notification passenger, providing configuration items of selecting notification methods requiring passenger confirmation or notification methods not requiring passenger confirmation; For the notification passenger, providing configuration items of selecting notification channels; Providing configuration items of fixed notification templates based on various flight change types or individualized notification templates customized according to special scenarios; Setting notification early warning rules, including early warning of peripheral data exception obtained by the passenger notification subsystem, early warning of passenger notification timeout, and early warning of notification success rate below a threshold, the notification success rate being the ratio of the number of notified passengers to the number of protected passengers; Setting artificial secondary intervention rules, including allocation of processing personnel.

10. The abnormal flight passenger service handling system of claim 1, further comprising: A ticket movement subsystem configured to track the movement and change trajectory of each ticket of a passenger affected by an abnormal flight in real time, so as to optimize the passenger protection scheme and further provide service remedies for passengers without a handling scheme.

11. The misconnected passenger service handling system of claim 10, wherein, The ticket movement subsystem includes: The ticket trend tracking module is configured to integrate flight change information, passenger protection information and passenger notification information from the flight information publishing subsystem, the passenger protection subsystem and the passenger notification subsystem through the local area network, and to access the booking system through the local area network to analyze ticket status of all passengers affected by the irregular flight, and to record ticket status change information and change time in real time, thereby obtaining the current handling status of each passenger affected by the irregular flight; The passenger protection tracking module is configured to obtain protection result data from the passenger protection subsystem through the local area network, and to analyze ticket status of the protected passengers after the new flight of the protection takes off, and to record ticket status change information of the protected passengers in real time, thereby obtaining the acceptance of the protection scheme by the protected passengers, the acceptance being a ratio of the number of actual passengers who have boarded to the number of protected passengers among the protected passengers.

12. An irregular flight passenger service handling method, comprising: obtaining flight change information from operation flight data, the flight change information including irregular flight that has changed, change type, change time and change internal reason; publishing irregular flight information for passengers and for airline staff, and publishing reasons for the outside, the irregular flight information including irregular flight that has changed, change type, change time, and the reasons for the outside being converted from the change internal reason; determining to-protect-flight information according to the irregular flight information, the to-protect-flight being irregular flight that has changed in a preset change type; determining to-protect-passenger information according to the irregular flight information and passenger data, the to-protect-passenger being a passenger affected by the to-protect-flight; determining protectable-flight information according to flight plan data and flight inventory data, the protectable-flight being a flight that is determined to be flown as planned at the current time and has cabin and seat inventory so that the to-protect-passenger can be transferred to it; calculating a protection scheme according to the to-protect-passenger information and the protectable-flight information, wherein the protection mode is divided into: passenger-level protection configured to perform passenger protection on the identity or ticket information of an individual passenger, or to perform passenger protection by matching one or more passengers selected for protection to a protection flight manually designated according to manually entered flight, flight-level protection configured to automatically access all canceled flight information to complete automatic protection of all flight passengers, route-level protection configured to automatically enter flights related to a route pre-configured as a to-protect-route into route-level protection queue, and to start calculation and execution of protection schemes for batch flights on the route by manual control, region-level protection configured to automatically enter flights related to an airport pre-configured as a to-protect-airport into region-level protection queue, and to start calculation and execution of protection schemes for batch flights on related routes of the airport by manual control, wherein the route-level protection and the region-level protection both calculate and execute protection schemes by sorting passengers according to flight sets selected when calculating the protection schemes, and make the flights wait for execution after the running decision is stable. implementing the calculated protection scheme to update the passenger to be protected to a new flight that can be protected; and informing the passenger to be informed of the irregular flight information related to the passenger to be informed and the reason for publicizing, and when the passenger to be informed is a passenger to be protected, also informing the passenger to be informed of the protection scheme related to the passenger to be informed, the passenger to be informed being a passenger affected by the irregular flight falling within the scope of the informed flight.

13. An irregular flight passenger service handling apparatus comprising: one or more processors; and a memory storing computer-executable instructions that, when executed by the one or more processors, cause the one or more processors to perform the irregular flight passenger service handling method of claim 12.

14. A non-transitory storage medium having stored thereon computer- executable instructions that, when executed by a computer, cause the computer to perform the irregular flight passenger service handling method of claim 12.

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