民航地勤英語第冊unit1市公開課金獎市賽課一等獎?wù)n件

Unit1TicketServiceEnglishforCivilAviationGroundServiceEnglishforCivilAviationGroundService第1頁Doyouknowanytermsinvolvedinflight-ticket-purchasing?

Pleasesharethemwitheachother.第2頁BusinessEnglishTermsinvolvedinflight-ticket-purchasingAskingforinformationMakingareservationConfirmingareservationCancelingareservationPurchasingaticketFlightticketreservationRound-tripticketInternationalflightticketDomesticflightticketRegularflightChangingareservationTimeofdepartureReschedulingone’sticketMissingone’sflightPayingfortherefundRefundingone’sticketOne/single-wayticketTicketofficeFlightnumberFirstclassBusinessClassEconomyClassHavingadiscountonaroundtripPuttingsomeoneonthewaitinglistAroundtripticketwithreturnopenBookingaconnectingflightPickinguptickets第3頁

Nowanswerthequestions

Whatinformationyouneedtoofferwhenyouaregoingtobookaflightticket?2.Ifyouhavereservedaticketalready,whenshouldyougotopayandpickupyourticket?3.Ifyouaskforarefundofyourticketwithin24hours,howmuchyouhavetopay?第4頁Usefulexpressions:BusinessEnglishTalkingaboutjobdescriptionsandresponsibilities:Thejobinvolves…Youwillberesponsiblefor…Offerfirst-handinformationto…Makereservationsfor…Supposeyouareworkinginanair-ticketsbookingoffice.Yourjobistoreceivetelephonescallsandofferservicesonline.Thinkaboutyourjobresponsibilitiesanddiscussthemwithyourpartner.HerearesomeHerearesomeusefulexpressions.第5頁Dialogue-DomesticFlight國內(nèi)航班第6頁Step1TelephoneInquiryThisistheBookingOfficeofAirChina.thereare18flightsgoingtoDalieveryweek.theflightnumberthatdepartsat13:40thefaremakeareservationnotfinalized.I’llmakemyreservationlaterKeys第7頁機(jī)票出售1.Theearliesttimeisat9:00AM,flightnumberAC210.

FlightNumber:航班號重點詞組普通級、比較級和最高級big–bigger–biggestearly-earlier-earliest語法回顧第8頁3.MayIaskwhetheritisone-wayorreturnticket?

情態(tài)動詞CouldIhavethetelevisionon?重點語法第9頁4.Sorry,thatflightissoldout.Wehaveseatsavailableonboththe5:00PMand8:00PMflights.Whichonewouldyouprefer?

besoldout:售罄available:可用重點詞組第10頁BusinessEnglishInformationBank

每個航班都有航班號。我國國內(nèi)航班號編排是由航空企業(yè)兩字代碼加4位數(shù)字組成，航空企業(yè)代碼由民航總局要求公布。比如CA代表“中國國際航空企業(yè)”、CZ代表“中國南方航空企業(yè)”、MU代表“中國東方航空企業(yè)”、SU代表“四川航空企業(yè)”、FM代表“上海航空企業(yè)”、HU代表“海南航空企業(yè)”、MF代表“廈門航空企業(yè)”、ZH代表“深圳航空企業(yè)”、SC代表“山東航空企業(yè)”。后面四位數(shù)字第一位代表航空企業(yè)基地所在地域，第二位代表航班基地外終點所在地域，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為廈門、9為新疆，第三、第四位表示航班序號，單數(shù)表示由基地出發(fā)向外飛航班，雙數(shù)表示飛回基地回程航班。國際航班號編排，是由航空企業(yè)代碼加3位數(shù)字組成。第一位數(shù)字表示航空企業(yè)，后兩位為航班序號，與國內(nèi)航班號相同是單數(shù)為去程，雙數(shù)為回程。第11頁BusinessEnglishStep2TelephoneReservationSituationA:SpaceAvailableWhatkindofquestionsdoestheclerkusuallyaskwhensomeoneiscallingtobookanairticket?Usefulexpressions

1.We’renottoofullatthistimeoftheyear.

每年這個時候我們航班都不是很滿載。2.seatsareavailable航班還有座位3.CA1849nextThursdaysuitsmeallright.下周四國航1849最適合我。4.Makethatabusinessclassseat,please.

請定公務(wù)艙。5.Haveanicetrip

祝您旅途愉快。第12頁BusinessEnglishInformationBankAasinAppleNasinNancyBasinBoyOasinOceanCasinCharleyPasinPeterDasinDavidQasinQueenEasinEdwardRasinRobertFasinFrankSasinSamGasinGeorgeTasinTomHasinHenryUasinUncleIasinIndiaVasinVictorJasinJohnWasinWilliamKasinKingXasinX-rayLasinLarryYasinYellowMasinMaryZasinZebra在旅客電話定座中，英語姓名輕易聽錯，為了正確地統(tǒng)計旅客姓名，旅客報了姓名后，定座員依次讀出姓名一個字母后，再讀出字首是該字母一個英文詞，方便查對無誤。通常讀法第13頁BusinessEnglishStep2TelephoneReservationSituationB:SpacenotAvailableUsefulexpressions:I’dliketobookaneconomyclassseatfromBeijingtoDalionCA1849onDecember20th,nextThursday.我想定一張12月20日北京飛往徐州國航1849經(jīng)濟(jì)艙。2.I’mafraidthereisnotasingleseatleftonthatflight.那個航班一個座位也沒有

剩.3.Wearenowintouristseason.我們正處于旅游旺季4.reservationsshouldbemadeatleasttwoweeksbeforetheflightdeparturedate.要提前兩個星期訂票5.MayIwaitlistyouonthe20th?

我能夠把您列入20日航班候補(bǔ)名單么?第14頁BusinessEnglishStep2TelephoneReservationSituationB:SpacenotAvailableMatchwordsandtranslationsfromthetwocolumns1B,2K,3L,4G,5A,6D,7J,8E,9F,10H,11C,12I.KeysMatchwordsandtranslationsfromthetwocolumns第15頁BusinessEnglish體驗商務(wù)英語1課件郭娟Step3TelephoneConfirmation電話確認(rèn)SituationA:ConfirmingthereservationReadthedialogue,thenmakeupyourowndialogueswithyourpartneraccordingtothegivencondition

航班號普通讀法：CA127CAonetwenty-sevenSH5241SHfifty-twoforty-oneUA05UAohfive第16頁BusinessEnglishStep3TelephoneConfirmation電話確認(rèn)SituationB:CancelingthereservationDialoguelearningandexercises

Usefulexpressions1.No-shows:誤機(jī)乘客。2.Go-shows:到機(jī)場等候候補(bǔ)旅客。3.Standby:等候候補(bǔ)。Standby也能夠當(dāng)名詞用，如therearefivestandbysforCA753toLosAngeles.前往洛杉磯國航753航班有五名

候補(bǔ)旅客。4.I’mscheduledonyourflightCA1849fromBeijingtoDalitomorrowafternoon.I’dliketomakesurethatthereisnoproblemwithmyreservation.我預(yù)訂了明天下午國航CA1849北京到大理機(jī)票，我想確

認(rèn)一下。5.YourrecordshowsthatyourreservationfromBeijingtoDalihasbeencancelled.統(tǒng)計表明您北京至大理預(yù)定取消了。第17頁BusinessEnglishStep3TelephoneConfirmation電話確認(rèn)SituationB:Cancelingthereservation1.I’vebookedanairticketfromBeijingtoNewYorknextMonday.2.Ihavetocancelthereservation.3.Couldyoutellmetheflightnumber?4.Yourname?5.Igotit.6.You’vebookedtheCA421FirstclassonnextMonday,Sep.27th.7.Wouldyouliketobookanotherflight?8.Thanksforcalling.GoodbyeMr.Brown.KeysCompletethedialogues第18頁Dialogue-InternationalFlight國際航班第19頁BusinessEnglishStep1Bookingaticket訂票國內(nèi)部分航空企業(yè)代碼中國國際航空企業(yè)CA中國東方航空企業(yè)MU中國西北航空企業(yè)WH廈門航空有限企業(yè)MF中國南方航空企業(yè)CZ上海航空企業(yè)FM中國西南航空企業(yè)SZ山東航空企業(yè)SC

國外部分航空企業(yè)代碼法國航空企業(yè)AF澳大利亞快達(dá)航空企業(yè)QF英國航空企業(yè)BA瑞士航空企業(yè)SU大韓航空KE芬蘭航空企業(yè)AY德國漢莎航空企業(yè)LH日本航空企業(yè)JD美國西北航空企業(yè)NW全日空企業(yè)NH韓亞航空企業(yè)OZ新加坡航空企業(yè)SQ美國聯(lián)合航空企業(yè)UA荷蘭皇家航空企業(yè)KL第20頁Step2Purchasingtheticket買票UsefulexpressionsVisan.簽證

Passportn.護(hù)照Purchaseaticket買票

Pickupaticket取票Makeareservation預(yù)定（機(jī)票、餐桌、酒店客房等）Payincashorwithcreditcard現(xiàn)金支付或信用卡支付Pleasecheckinattheairportnolaterthan4:00p.m.thatday.請在當(dāng)日下午四點前辦理登記手續(xù)。Setting:Heidihasgotherworkdoneintimeandmadethereservationbytelephonewiththeoffice.Nowsheiscomingtopickuptheticket第21頁Step3Refundingtheticket退票UsefulexpressionsI’msorrytotellyouthatwecan’tchangeanywordswrittenontheticket.AccordingtoCAAC’sregulations,whenapassengerwantstochangehisflight,date,routeorhisnametoanother’s,histicketwillbehandledasarefundticket.Thatistosay,youhavetobuyanotherticket.很抱歉，飛機(jī)票上面寫字一個也不能改。依據(jù)中國民航要求，旅客要求變更航班、日期、航線或其它旅客姓名，該機(jī)票則按退票處理。也就是說，您得另外機(jī)票。departuretime,thecancellationfeeis10%oftheoriginalfare.Setting:OnedaybeforeHeidi’sdeparture,shechangesherplanduetosomeurgentmattersatherschool.Nowsheisattheofficedesk:第22頁Step3Refundingtheticket退票Usefulexpressions根據(jù)中國民航要求，假如旅客（不包含團(tuán)體旅客）在飛機(jī)起飛二十四小時以前申報退票，按原價10%收取退票費(fèi)。Ifthepassengerasksforarefundofhisticketwithin24hoursand2hoursbeforethedeparturetime,hehastopay20%oftheoriginalfare.假如旅客在飛機(jī)起飛二十四小時以內(nèi)，2小時以前申請退票，他得按照原票價20%交退票費(fèi)。Ifheasksforarefundofhisticketwithin2hoursbeforethedeparturetime,hehastopaymuchmore.Thecancellationfeewouldbe50%oftheoriginalfare.假如在飛機(jī)起飛2小時以內(nèi)申請退票，他得交更多退票費(fèi)，為原價50%。第23頁Step3Refundingtheticket退票Ticketrefund退票退票分為自愿退票和非自愿退票兩類。因為旅客原因而引發(fā)退票為自愿退票；不是因為旅客原因而引發(fā)退票成為非自愿退票。旅客應(yīng)憑客票或客票未使用部分“乘機(jī)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、終止旅行地航空企業(yè)或其銷售代理人售票處辦理。票款只能退給客票上列明旅客本人或客票付款人。國際航班退票應(yīng)在原購票地點或者經(jīng)航空企業(yè)同意其它地點，并符合原購票地點和退票地點國家法律及其它要求。InformationBank第24頁Step3Refundingtheticket退票Ticketrefund退票自愿退票，除憑有效客票外，還應(yīng)提供旅客本人有效身份證件。革命傷殘軍人和因公致殘人民警察要求退票，免收退票費(fèi)。持嬰兒客票旅客退票，免收退票費(fèi)。持不定時客票旅客要求退票，應(yīng)在客票使用期內(nèi)到原購票地點辦理退票手續(xù)。旅客在航班經(jīng)停地自動終止旅行，該航班未使用航段票款不退。因航空企業(yè)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)退還未使用航段全部票款，均不收取退票費(fèi)。旅客因病（包含患病旅客陪同人員）要求退票，需提供醫(yī)療單位證實，始發(fā)地應(yīng)退還全部票款，經(jīng)停地應(yīng)退還未使用航段全部票款，均不收取退票費(fèi)。InformationBank第25頁Step3Refundingtheticket退票Answerthesequestions:1.Ifyouwanttoknowwhichclassofservicethepassengerdesires,whatwouldyousay?2.Ifspaceisnotavailableontheflightthatthepassengerdesires,whatwouldyousayandsuggesttothepassenger?3.Mr.Greenfailstoreconfirmhisreservationforaninternationalflightw