论航班延误引发的群体性纠纷的处置

近年来，航班延误引发的群体性纠纷呈逐年递增的趋势。根据旅客心理状态和行为将纠纷划分为前期、中期、后期三个阶段，在三个阶段的处置中又涉及机场公司、航空公司以及公安机关三个部门。通过分析浙江省公安厅机场公安局航站楼派出所2009—2014年来处置航班延误的数据发现在这三个阶段中三个部门都存在宣传不到位、应急措施不合理、权责定位不准确等问题。借鉴国外对于航班延误的处置方式，从立法、执法、宣传和行业管理四个方面提出改善建议。

Disposal of Group Dispute Caused by Flight Delays

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