民航地勤英語全套課件

1、民航地勤英語Unit 1Ticket ServiceEnglish for Civil Aviation Ground ServiceEnglish for Civil Aviation Ground Service Do you know any terms involved in flight-ticket-purchasing? Please share them with each other.Business EnglishTerms involved in flight-ticket-purchasingAsking for informationMaking a reservat

2、ionConfirming a reservationCanceling a reservationPurchasing a ticketFlight ticket reservationRound-trip ticketInternational flight ticketDomestic flight ticketRegular flightChanging a reservationTime of departureRescheduling ones ticketMissing ones flightPaying for the refundRefunding ones ticketOn

3、e/single-way ticketTicket officeFlight numberFirst classBusiness ClassEconomy ClassHaving a discount on a round tripPutting someone on the waiting listA round trip ticket with return openBooking a connecting flight Picking up ticketsNow answer the questionsWhat information you need to offer when you

4、 are going to book a flight ticket?2. If you have reserved a ticket already, when should you go to pay and pick up your ticket?3. If you ask for a refund of your ticket within 24 hours, how much you have to pay? Useful expressions:Business EnglishTalking about job descriptions and responsibilities:

5、The job involvesYou will be responsible for Offer first-hand information to Make reservations for Suppose you are working in an air-tickets booking office. Your job is to receive telephones calls and offer services on line. Think about your job responsibilities and discuss them with your partner. He

6、re are some Here are some useful expressions.Dialogue - Domestic Flight 國內(nèi)航班Step 1 Telephone InquiryThis is the Booking Office of Air China.there are 18 flights going to Dali every week. the flight numberthat departs at 13:40the faremake a reservationnot finalized. Ill make my reservation laterKeysB

7、usiness English體驗商務(wù)英語1課件 郭娟Information Bank 每個航班都有航班號。我國國內(nèi)航班號的編排是由航空公司的兩字代碼加4位數(shù)字組成，航空公司代碼由民航總局規(guī)定公布。例如 CA代表“中國國際航空公司”、CZ代表“中國南方航空公司”、MU代表“中國東方航空公司”、SU代表“四川航空公司”、FM代表“上海航空公司”、HU代表“海南航空公司”、MF代表“廈門航空公司”、ZH代表“深圳航空公司”、SC代表“山東航空公司”。后面四位數(shù)字的第一位代表航空公司的基地所在地區(qū)，第二位代表航班基地外終點所在地區(qū)，其中數(shù)字1代表華北、2為西北、3為華南、4為西南、5為華東、6為東北

8、、8為廈門、9為新疆，第三、第四位表示航班的序號，單數(shù)表示由基地出發(fā)向外飛的航班，雙數(shù)表示飛回基地的回程航班。國際航班號的編排，是由航空公司代碼加3位數(shù)字組成。第一位數(shù)字表示航空公司，后兩位為航班序號，與國內(nèi)航班號相同的是單數(shù)為去程，雙數(shù)為回程。Business EnglishStep 2 Telephone ReservationSituation A: Space Available What kind of questions does the clerk usually ask when someone is calling to book an air ticket? Useful

9、expressions 1. Were not too full at this time of the year. 每年的這個時候我們的航班都不是很滿載。2. seats are available 航班還有座位3. CA 1849 next Thursday suits me all right. 下周四國航1849最適合我。4. Make that a business class seat, please. 請定公務(wù)艙。5. Have a nice trip 祝您旅途愉快。Business EnglishInformation Bank A as in Apple N as in Na

10、ncyB as in Boy O as in OceanC as in Charley P as in PeterD as in David Q as in QueenE as in Edward R as in RobertF as in Frank S as in SamG as in George T as in TomH as in Henry U as in UncleI as in India V as in VictorJ as in John W as in WilliamK as in King X as in X-rayL as in Larry Y as in Yello

11、wM as in Mary Z as in Zebra在旅客電話定座中，英語姓名容易聽錯，為了正確地記錄旅客的姓名，旅客報了姓名后，定座員依次讀出姓名的一個字母后，再讀出字首是該字母的一個英文詞，以便核對無誤。通常的讀法Business EnglishStep 2 Telephone ReservationSituation B: Space not Available Useful expressions: Id like to book an economy class seat from Beijing to Dali on CA1849 on December 20th, next T

12、hursday. 我想定一張12月20日北京飛往徐州的國航1849的經(jīng)濟艙。2. Im afraid there is not a single seat left on that flight. 那個航班一個座位也沒有 剩.3. We are now in tourist season. 我們正處于旅游旺季4. reservations should be made at least two weeks before the flight departure date. 要提前兩個星期訂票5. May I waitlist you on the 20th? 我可以把您列入20日航班的候補名單

13、么? Business EnglishStep 2 Telephone ReservationSituation B: Space not Available Match words and translations from the two columns 1 B, 2K,3L,4G, 5A, 6D, 7J, 8E, 9F, 10 H, 11 C, 12 I.KeysMatch words and translations from the two columnsBusiness English體驗商務(wù)英語1課件 郭娟Step 3 Telephone Confirmation 電話確認Sit

14、uation A: Confirming the reservationRead the dialogue, then make up your own dialogues with your partner according to the given condition 航班號的一般讀法：CA 127 CA one twenty-sevenSH 5241 SH fifty-two forty-oneUA05 UA oh fiveBusiness EnglishStep 3 Telephone Confirmation 電話確認Situation B: Canceling the reser

15、vationDialogue learning and exercises Useful expressions1. No-shows: 誤機乘客。2. Go-shows: 到機場等待的候補旅客。3. Standby: 等待候補。Standby也可以當名詞用，如there are five standbys for CA 753 to Los Angeles. 前往洛杉磯的國航753航班有五名 候補旅客。4. Im scheduled on your flight CA1849 from Beijing to Dali tomorrow afternoon. Id like to make s

16、ure that there is no problem with my reservation. 我預(yù)訂了明天下午國航CA1849北京到大理的機票，我想確 認一下。5. Your record shows that your reservation from Beijing to Dali has been cancelled. 記錄表明您北京至大理的預(yù)定取消了。Business EnglishStep 3 Telephone Confirmation 電話確認Situation B: Canceling the reservation1. Ive booked an air ticket

17、from Beijing to New York next Monday.2. I have to cancel the reservation. 3. Could you tell me the flight number?4. Your name?5. I got it.6. Youve booked the CA 421 First class on next Monday, Sep. 27th.7. Would you like to book another flight?8. Thanks for calling. Good bye Mr. Brown.KeysComplete t

18、he dialoguesDialogue - International Flight 國際航班Business EnglishStep 1 Booking a ticket 訂票國內(nèi)部分航空公司代碼中國國際航空公司 CA 中國東方航空公司 MU中國西北航空公司 WH 廈門航空有限公司 MF中國南方航空公司 CZ 上海航空公司 FM中國西南航空公司 SZ 山東航空公司 SC國外部分航空公司代碼法國航空公司 AF 澳大利亞快達航空公司 QF英國航空公司 BA 瑞士航空公司 SU大韓航空 KE 芬蘭航空公司 AY德國漢莎航空公司 LH 日本航空公司 JD美國西北航空公司 NW 全日空公司 NH韓亞

19、航空公司 OZ 新加坡航空公司 SQ美國聯(lián)合航空公司 UA 荷蘭皇家航空公司 KLStep 2 Purchasing the ticket 買票Useful expressionsVisa n. 簽證 Passport n. 護照Purchase a ticket 買票 Pick up a ticket 取票Make a reservation 預(yù)定（機票、餐桌、酒店客房等）Pay in cash or with credit card 現(xiàn)金支付或信用卡支付Please check in at the airport no later than 4:00 p.m. that day. 請在當天

20、下午四點前辦理登記手續(xù)。Setting: Heidi has got her work done in time and made the reservation by telephone with the office. Now she is coming to pick up the ticketStep 3 Refunding the ticket 退票Useful expressionsIm sorry to tell you that we cant change any words written on the ticket. According to CAACs regulati

21、ons, when a passenger wants to change his flight, date, route or his name to anothers, his ticket will be handled as a refund ticket. That is to say, you have to buy another ticket.很抱歉，飛機票上面寫的字一個也不能改。根據(jù)中國民航的規(guī)定，旅客要求變更航班、日期、航線或其他旅客姓名，該機票則按退票處理。也就是說，您得另外機票。departure time, the cancellation fee is 10% of

22、 the original fare.Setting: One day before Heidis departure, she changes her plan due to some urgent matters at her school. Now she is at the office desk:Step 3 Refunding the ticket 退票Useful expressions根據(jù)中國民航規(guī)定，如果旅客（不包括團體旅客）在飛機起飛24小時以前申報退票，按原價的10%收取退票費。If the passenger asks for a refund of his ticke

23、t within 24 hours and 2 hours before the departure time, he has to pay 20% of the original fare.如果旅客在飛機起飛24小時以內(nèi)，2小時以前申請退票，他得按照原票價的20%交退票費。If he asks for a refund of his ticket within 2 hours before the departure time, he has to pay much more. The cancellation fee would be 50% of the original fare.如果

24、在飛機起飛2小時以內(nèi)申請退票，他得交更多的退票費，為原價的50%。Step 3 Refunding the ticket 退票Ticket refund 退票退票分為自愿退票和非自愿退票兩類。由于旅客的原因而引起的退票為自愿退票；不是由于旅客原因而引起的退票成為非自愿退票。旅客應(yīng)憑客票或客票未使用部分的“乘機聯(lián)”和“旅客聯(lián)”辦理退票。國內(nèi)航班退票只限在出票地、航班始發(fā)地、終止旅行地的航空公司或其銷售代理人售票處辦理。票款只能退給客票上列明的旅客本人或客票的付款人。國際航班退票應(yīng)在原購票地點或者經(jīng)航空公司同意的其它地點，并符合原購票地點和退票地點國家的法律及其他規(guī)定。Information Ba

25、nkStep 3 Refunding the ticket 退票Ticket refund 退票自愿退票，除憑有效客票外，還應(yīng)提供旅客本人的有效身份證件。革命傷殘軍人和因公致殘的人民警察要求退票，免收退票費。 持嬰兒客票的旅客退票，免收退票費。持不定期客票的旅客要求退票，應(yīng)在客票的有效期內(nèi)到原購票地點辦理退票手續(xù)。旅客在航班的經(jīng)停地自動終止旅行，該航班未使用航段的票款不退。因航空公司原因造成航班取消、提前、延誤、航程改變或不能提供原定座位時，旅客要求退票，始發(fā)站應(yīng)退還全部票款，經(jīng)停地應(yīng)退還未使用航段的全部票款，均不收取退票費。旅客因?。òɑ疾÷每偷呐惆槿藛T）要求退票，需提供醫(yī)療單位的證明，始

26、發(fā)地應(yīng)退還全部票款，經(jīng)停地應(yīng)退還未使用航段的全部票款，均不收取退票費。Information BankStep 3 Refunding the ticket 退票Answer these questions:1. If you want to know which class of service the passenger desires, what would you say?2. If space is not available on the flight that the passenger desires, what would you say and suggest to the

27、 passenger?3. Mr. Green fails to reconfirm his reservation for an international flight within 72 hours before departure and his reservation has been canceled. What should you say to him?4. Mr. Williams wants to refund his ticket from Honking to Tokyo 36 hours before the flights departure. How much h

28、e has to pay and how do you say to him?Step 3 Refunding the ticket 退票Complete the following dialogue and practice with your partner.1. Hello, how may I help you?2. Sure, where would you go?3. CA1314 takes off at 12:40 the day after tomorrow.4. CA542 takes off at 15:20 tomorrow. There are seats avail

29、able. Would you like to take this flight?5. Here you are. By the way, do I need to pay again?6. Thanks for taking China Airlines. KeysMake up your own dialogues with your partner according to the following conditionMr. Wright is taking a flight from New York to Chicago. It leaves at four oclock and

30、arrives at six oclock. He wants to know whether dinner is served on the flight. If dinner is not served, he wants to change his reservation to a later flight on which dinner will be served.End Thank you!English for Civil Aviation Ground ServiceUnit 2 Check-in ServiceLook at the following Check-in Pr

31、ocedures. Can you put them in the right order?4. Showing Flight Information Boards 9. Checking airline tickets and valid ID cards6. Weighing each checked bag5. Issuing boarding pass1. Filling up the information form of passengers amount and baggage2. Notifying the meal supplement8. Checking the amou

32、nt of tickets and boarding pesses3. Notifying the chief steward of the passengers amount and information about any important and special ones7. Handing in tickets and the preparactive form of the departure flight to the conservator10. Assisting to look for the unboarded passenagers12. Checking the a

33、mount and acceping the backup passengers13. Verifying the passengers passport and visa if traveling internationally14. Instructing each passenger to proceed to the appropriate concourse and gate for flight departure11. Attaching a baggage sticker to each checked bagNow answer the questions1. What ar

34、e valid travel documents? 2. Whats the limitation for the check-in baggage?3. What are the provisions for liquid items in carry-on baggage? Suppose you are a clerk at the check-in counter of Beijing Capital International Airport and giving passengers some information about check-in. Here are some us

35、eful sentences.For domestic flights, arrive at the airport before the scheduled flight of departure and check-in. with the ticket and personal effective statementsThe airline will stop check-in before the scheduled flight of departure.For international flights, arrive at the airport before the sched

36、uled flight of departure and check-in. Checking in online saves you time at the airport, and enables you to print your boarding passes from the comfort of your home or office.The luggage allowance and requirements at Beijing Capital International Airport are. Boarding Pass What is a boarding pass? A

37、nd what information can you get from the following boarding pass?Dialogue -Passenger Check in(1) 辦理登機手續(xù)aisle seat 靠過道的座位 window seat 靠窗口的座位baggage check 李牌 conveyor belt 傳送帶 Complete the following dialogue and practice with your partner may I have your ticket and passport, please 2.Please put it on

38、the conveyor belt 3.What kind of seat do you prefer?4.No more window seats are available. 5.here are your boarding pass and baggage checksKeysMake up your own dialogues between flight attendants and passengers using the following sentence patterns.Clerk at the check-in counter.What can I do for you?

39、.Show me your ticket and passport please.Have you got any baggage to check?4. What kind of seat do you prefer?5. Here are your boarding card and baggage checks.Passengers .Can I check in at this counter?.Here you are. .I prefer a window seat. .Thank you very much.Make up your own dialogues with your

40、 partner according to the following condition At the check-in counter, Tom shows his ticket and passport. He has two pieces of baggage to check in. He wants a window seat. As all the window seats have been taken, he can only have an aisle seat.Seat PreferenceAccording to model 1, make conversations

41、with your partner by using the prompts given below1, P: a window seat in a non-smoking area C: no window seat available2, P: a heavy smoker / prefer a window seat in a smoking area C: smoking is not allowed3, P: prefer a seat in the forward cabin away from the engine C: that particular seat is not a

42、vailable / assign an aisle seat in the rear of the cabin4, P: traveling with a baby / prefer a seat with more space for legs C: no such a particular seat on board / assign a seat by the aisle in the froward part of the cabinAccording to model 2, make conversations with your partner by using the prom

43、pts given below1, P: request three seats together in the non-smoking section in the forward part of the cabin / window seat are better C: no such seats in the forward part of the cabin / reserve two seats together in the rear of the cabin2, P: request two seats together by the window C: two eats tog

44、ether not available / suggest two window seats with the one behind the other or two aisle seats with the aisle in between3, P: four of us traveling together / request party seats away from the engine C: two are together / two are separated but close to each otherDialogue - Passenger Check in(2) 辦理登機

45、手續(xù)destination 目的地 content 物品 label 標簽 claim tag 認領(lǐng)牌 ticket jacket folder 機票夾 VOCABULARYASSISTANTAnswer these questions after reading the dialogue in your book carefully.1, When checking in passengers, what would you say if they has waited for longer than 5 minutes?2, Who would you address the passen

46、ger by his/her name ?3, What questions would you usually ask the passengers about their baggage?3, After check in you should place all the documents directly into the passengers hands or place them on the counter?Fill in the blanks with the given words 1，check in 2，late 3，tickets and passports 4，bag

47、gage 5，the conveyor belt 6，overweight 7，the limit KeysDiscuss in a small group and say something about the official documents that a passenger needs during the trip.1，Passport 2， Visa 3， Travel Health 4， TicketKeysWhat sort of passport it is? And what information can you get from the passport in you

48、r book? Dialogue inquiring about check-in information 詢問有關(guān)辦理登機手續(xù)的信息China Southern Airlines 中國南方航空公司departure time 起飛時間normally 通常地Vocabulary AssistantComplete the following dialogue and practice with your partner. 1，What can I do for you？2，Can I check in now？3，The flight will depart at 9:30.4，Show m

49、e your ticket, please.5，Have you got any baggage to check?6，Here are your boarding card and baggage check.KeysDo you know some other ways of checking in besides counter check-in?Listen to the following passage carefully and complete the form about check-in options_ check-in Using the Web check-in is

50、 to avoid the queues at the airport. It is quite easy and convinient. In just two steps you are ready to go: _ and _. Online check-in is possible between _ and _ before the departure of the flight. _ check-inAt the airports, check-inmachines offer passengers a way to save time. Thats an easy ways to

51、 handle your check-in on your own. First. insert your _ into the machine. And then follow the instructions on the display and _ - aisle or window. Within a few seconds, the self check-in kiosk will _ your boarding pass.Read the above information carefully and show your partner how to use the check-i

52、n machine.Step 1: to insert _Step 2: to select _Step 3: to print _Step 4: to deliver your luggage at the nearest baggage drop-off point and proceed to the gate.1，select your seat and print out your boarding pass2，24 hours and 90 minutes3，credit card4，select seats5，print outKeysOnline check-in and Ki

53、osk check-inSetting: you are an airport clerk and try to introduce the convinience of online check-in and kiosk check-in to passengers with the given informationCheckingin through internet Checkin for your flight from the convenience of your own computer. Choose your seat and see where its located o

54、n the aircraft. Checkin for your onward or return flight if its within 24 hours. Print your own boarding pass before youve even packed your suitcase. Checkingin at an airport kiosk Easy to use, touch-screen kiosks enable you to checkin within minutes. Choose your seat and see where its located on th

55、e aircraft. Checkin for your onward or return flight if its within 24hours. Print your own boarding pass. Available in English, French, German, Italian and Spanish. Dialogue Animals Check in 寵物托運pet 寵物cargo compartment 貨倉charge 收費container 箱、匣等容器excess baggage 超重行李quarantine inspection 檢疫檢查Vocabular

56、y AssistantComplete the dialogue and practice with your partner Make up your own dialogues with your partner according to the following condition John wants to take his small dog with him on a trip form Beijing to New York. He wants to keep it with him, but the airline doesnt permit pets in the pass

57、enger compartment and unfortunately, his dog will not be able to travel on the same flight with him. He has to check in his dog and its container as unaccompanied baggage.Information BankChecking in animals and itemsAnimals/pets can be booked on some direct flights. It is the passengers responsibili

58、ty to ensure that they adhere to the regulations of the country to which theyre traveling. All animals usually are transported in the cargo hold. Animals must be at least 10 weeks old. The cage in which the animal will travel is usually made of fiberglass. The animal must be able to fit comforably.

59、The cost of transport is usually advised by cargo. Airlines must be told a few weeks in advance that an animal will travel on a flight.Big items such as bicycles departing the airport must be boxed or bagged. Small instruments may qualify as hand baggage. Medium-sized instruments may be carried in t

60、he cabin if the passenger purchase an individual seat for the instruments.The endThank you Unit Three Baggage check-in ServiceWarming-up exercisesTo tick which of the following items are prohibited both in carry-on luggage and check-in baggage2. Match words from each column3. Try to answer the follo