Unit 航空服务英语
合集下载
民航客舱服务实用英语 Unit
民航客舱服务实用英语
Unit 3 Boarding & Greetings By Rui Zhou
Warm-up
1、What are the cabin attendants doing in the picture? 2、Can you guess what the cabin attendants say to the passengers?
Good morning/ afternoon/ evening, Sir/ Madam.
Welcome aboard/ on board. Welcome to the flight. We are happy to be of service to you. It's nice to see you again. Would you like me to help you? May I have a look at your boarding card? It's an aisle seat on the left. This way, please. If there is anything I can do for you, please don't hesitate to tell me/ please let me
duty-free item 免税商品 chief purser 主任乘务长 flight crew 机组成员 infant 婴儿 boarding card 登机牌 foot rest 脚踏板 security check 安全检查 boarding procedure 登记手续
Key words and expressions
know.
Sentence Patterns 句型
Unit 3 Boarding & Greetings By Rui Zhou
Warm-up
1、What are the cabin attendants doing in the picture? 2、Can you guess what the cabin attendants say to the passengers?
Good morning/ afternoon/ evening, Sir/ Madam.
Welcome aboard/ on board. Welcome to the flight. We are happy to be of service to you. It's nice to see you again. Would you like me to help you? May I have a look at your boarding card? It's an aisle seat on the left. This way, please. If there is anything I can do for you, please don't hesitate to tell me/ please let me
duty-free item 免税商品 chief purser 主任乘务长 flight crew 机组成员 infant 婴儿 boarding card 登机牌 foot rest 脚踏板 security check 安全检查 boarding procedure 登记手续
Key words and expressions
know.
Sentence Patterns 句型
航客舱服务实用英语Unit
Informative elements: The welcome message provides essential information about the flight, so as the flight number, destination, and estimated time of arrival It also includes information about medical services, in light entertainment options, and any announcements that will be made during the flight
Other service requirements
Customer relationships
The ability to establish and maintain positive relationships with passersby, being friendly and approachable while also being attentive to their needs and requests
02
Cabinet services
Order service
01
Ordering food and drinks
The ability to understand and communicate a variety of food
and drink orders from passersby, including special dietary
04
Introduction to Cabinet Entertainment
Facilities
《民航服务英语》课件
中国国际航空公司的代码
CZ3151
由深圳至北京航班,由南方航空公司承运的去程航班
MU508
由东京飞往北京 , 是中国东方航空公司承运的回程航班
Section1 Ground Service
Unit1 Ticket Service
Part 1 Listening
1. Inquiry
A: Good morning. May I help you ？
公司的基地所在地区 , 第二位代表航班基地外终点所在地区 , 其中数字 1 ：华北，2 ：西北，3 ：华南，4 ：西南，5 ：华东， 6 ：东北，8 ：厦门，9 ：新疆 , 第三、第四位表示航班的序号 , 单数表示由基地出发向外飞的航班 , 双数表示飞回基地的回程 航班。
例如：CA1206
末位 6 是双数, 表示该航班为回程航班 06 为航班序号, 西北, 西安属西北地区 华北地区, 国航的基地在北京
➢ Learn how to refund tickets for passengers. ➢Learn how to reschedule for passengers.
如何看懂航班号的含义
编排是由航空公司的二字代码加+4 位数字组成 , 航空公司二字代码由国际航协统一分配。后面四位数字的第一位代表航空
way to Tokyo. Is that correct? P: Yes. Thank you.
Section1 Ground Service
Part 2 Dialogues
2. Telephone Confirmation
Unit1 Ticket Service
G=groundstaff
P = passenger
G: It’s my pleasure.
CZ3151
由深圳至北京航班,由南方航空公司承运的去程航班
MU508
由东京飞往北京 , 是中国东方航空公司承运的回程航班
Section1 Ground Service
Unit1 Ticket Service
Part 1 Listening
1. Inquiry
A: Good morning. May I help you ？
公司的基地所在地区 , 第二位代表航班基地外终点所在地区 , 其中数字 1 ：华北，2 ：西北，3 ：华南，4 ：西南，5 ：华东， 6 ：东北，8 ：厦门，9 ：新疆 , 第三、第四位表示航班的序号 , 单数表示由基地出发向外飞的航班 , 双数表示飞回基地的回程 航班。
例如：CA1206
末位 6 是双数, 表示该航班为回程航班 06 为航班序号, 西北, 西安属西北地区 华北地区, 国航的基地在北京
➢ Learn how to refund tickets for passengers. ➢Learn how to reschedule for passengers.
如何看懂航班号的含义
编排是由航空公司的二字代码加+4 位数字组成 , 航空公司二字代码由国际航协统一分配。后面四位数字的第一位代表航空
way to Tokyo. Is that correct? P: Yes. Thank you.
Section1 Ground Service
Part 2 Dialogues
2. Telephone Confirmation
Unit1 Ticket Service
G=groundstaff
P = passenger
G: It’s my pleasure.
Unit7航空服务英语
Lesson1 Airport Announcement
Task① There are several pieces of airport announcement, please listen to the following announcements and complete the blanks.
Lesson 2 Public Address System（客舱广播）
Words Study:
Task③ Listen and write down the words you hear. 1、 _f_li_g_h_t _a_tt_e_n_d_a_n_t ______ 2、__fa_s_t_e_n_____________ 3、__c_a_rr_y_-o_n__it_e_m________ 4、__p_u_rs_e_r_____________ 5、__w_i_n_d_o_w_s_h_a_d_e_______
Байду номын сангаас
呼唤铃
Lesson 2 Public Address System（客舱广播）
Words Study:
Task② Please remember the new words as quickly as you can! Then
write down the Chinese for each word.
恶劣的天气状况
Lesson1 Airport Announcement
Words Study:
Task② Please remember the new words as quickly as you can!
Then write down the Chinese for each word.
民航服务英语 教学课件 ppt 作者 叶宁 43222 民航服务英语1
Sydney is the state capital of _________ and the most populous city in Australia. It is located on Australia’s __________ of the Tasman Sea. As of June 2010, the greater metropolitan area had a population of ________ people. Inhabitants of Sydney are called Sydneysiders.
I can： ◇talk about the procedures of booking air tickets. ◇change the date of the booked flight.
Knowledge Base Words and Phrases
book [bʊk] vt. 预订 flight [flaɪt] n. 飞行；班机 available [ə'veɪləbl]adj. 有效的;空闲的 red-eye flight ['red'aɪ flaɪt] 夜间航班 departure [dɪ'pɑːtʃə] n. 离开；出发 department [dɪ'pɑːtmənt] n. 部；系 cancel ['kæ nsl] vt. 取消；删去 arrival time [ə'raɪv(ə)l taɪm] 到达时间
民航服务英语
Unit 1 Ticket Service
Part III Announcements
Exercise Read the announcement and fill in the blanks with the given words.
航空服务英语口语教程课件Unit 1
Dialog 1
(C = Clerk P = Passenger) C: Hello, China Southern Airlines. May I help you? P: Yes, I’d like to book a ticket from Guangzhou to Tokyo. C: Okay! When do you wish to fly? P: Next Friday, July 1st. What flights are available? C: Please hold for a moment. Let me check the flight schedule. (after a moment) C: Sorry for keeping you waiting. We have two flights to Tokyo, at 10:10 a.m. and 3:15 p.m. Both flights have seats available. P: What’s the arrival time of the morning flight? C: That’s Flight CZ385 and it arrives in Tokyo at 2:55 p.m. local time.
When do you want to fly? Will you be traveling at first class or economy class? Could you please tell me your name?
Would you like a one-way ticket or return ticket? I’ll repeat your reservation. I’ve reserved you one first class seat for May 5th, one way to San Francisco leaving Shanghai at 2 p.m. Could you please tell me your telephone number?
Unit-8航空服务英语
1. declare [di'kleə]
v.申报
2. customs ['kʌstəmz]
n. 海关
3. quarantine ['kwɔrən'tin]
n./v. 检验检疫
4. liquor
['likə]
n. 酒
5. sightseeing ['saɪtsi:iŋ]
n. 观光
6. contraband ['kɑntrə'bænd] n. 走私 adj. 禁运的
7. Imminding card
入境卡
9. Arrival Record Form
入境登记表
10. Customs Declaration Form 申报表，报关表
Lesson 1 Entry Formalities
Words Study: Task② Please remember the new words as quickly as you can! Then write down the Chinese for each word.
All the passengers on board, please fill in the __c_u_s_to__m_s__d_e_c_la_r_a_t_io_n_ form now. We will __d_is_t_r_ib_u_t_e___ the forms to you. You should complete the forms before__la_n__d_in_g________
B: I don’t think so. But I don’t know what I should declare.
民航客舱服务实用英语 Unit
Welocme aboard ___. Please make sure that your hand baggage is stored in the overhead locker. Small articles can be put under the seat in front of you. Please keep the aisle clear for others to go through.
民航客舱服务实用英语
Unit 5 Before Take-off 2 By Rui Zhou
Warm-up
1、How many kinds of hand luggage/ baggage may be grouped by air? 2、Is there any limit to the baggage the passengers carry?
1、熟记重点单词和句子。 2、两人一组练习对话。
Announcements
排放行李
Baggage Arrangement
女士们、先生们：
Ladies and Gentlemen,
欢迎乘坐___航空班机。 请您确定您随身携带的行李已经 放置在头顶上方的行李架内，小 件物品可以放置在您前方的座椅 底下。请保持过道通畅，方便其 他乘客经过。
谢谢！
Key words and expressions
hang luggage 随身携带的行李 overhead locker 头顶上方的行李架 identification 身份证明 Civil Aviation Administration of China(CAAC) 中国民航总局 seat cushion 坐垫 travelling document 旅行证件 valuables 贵重物品 baggage arrangement 排放行李 safety briefing 安全指导 flotation device 漂浮装置
航客舱服务实用英语 Unit
0
How do the cabin attendants greet crew members?
What contents does the preflight briefing consist of?
1
If you are a cabin attendant, could you say something about the weather condition in a destination city?
➢ special passenger特殊 乘客
➢ VIP重要人士 ➢ announcement广播词 ➢ cabin check客舱检查 ➢ procedure程序 ➢ Airbus340空客340 ➢ aircraft飞机 ➢ pilot飞行员 ➢ flight deck驾驶舱
Sentence Patterns
•The cabin crew discuss the flight information at the preflight briefing.
•The cabin crew discuss the weather condition at the preflight briefing.
•The purser assigns the task for the coming flight.
Dialogues
•The cabin crew greet each other at the pflight briefing.
•The cabin crew discuss the flight route at the preflight briefing.
•The cabin crew discuss the passenger information at the preflight briefing.
民航服务英语口语
民航服务英语口语CONVERSATIONALENGLISHFORAIRLINE PASSENGERSERVICECall-center2008.8务ContentsUnit One Flight Information(航班务务) (3)Lesson One Flight Information(航班务务) (3)Lesson Two Travel Inquiry(航空旅游务务) (5)Lesson Three Documents(旅行文件) (6)Lesson Four Direct and Connecting Flights(直航班务程航班达与) (8)Unit Two Airline Reservations(务票) (9)Lesson One Reservations(务票) (9)Lesson Two Onward Reservations(务务程票) (10)Lesson Three Reservation Change(务票改务) (12)Lesson Four Delay and Cancellation(延务取消与) (13)Lesson Five Standby(候务) (14)Unit Three Ticketing and Fares(出票票价与) (16)Lesson One Ticketing(出票) (16)Lesson Two Fares and Means of Payments(票价支付方式与) (17)Lesson Three Lost Ticket and Refund(机票务失退票与) (18)Unit Four Reconfirmation(再务务) (19)Unit Five Check In(务理登机手务) (20)Lesson One Normal Check-in(务理登机手务) (20)Lesson Two Ticket and Passport(机票务照与) (22)Lesson Three Seat Preference and Baggage(座位务务行李与) (23)Lesson Four At the Check-in Counter(在行李交台运柜) (24)Unit Six At the Information Counter(在务务务) (25)Lesson One Passenger List(旅客务务) (25)Lesson Two At the Information Counter(在务务务) (26)Unit Seven Arrivals(到达) (28)Lesson One Transit Passengers(务境旅客) (28)Lesson Two Baggage Handling(行李务理) (29)Unit Eight Hotel and Ground Transportation(旅务地面交通与) (30)Lesson One Hotel(旅务) (30)Lesson Two Ground Transportation(地面交通) (31)Unit Nine A Charter Flight(包机) (33)Unit One Flight InformationLesson OneFlight InformationNotes1.How are you doing? 你好务,务是一句务候务。
Unit-5航空服务英语
adv. [ɔ:l‘redi] 表示现在或过去某时已发生的事实; 已经、早已 n. [stɑ:f] 全体人员
Lesson 2 Baggage Inquiry
Words Study:
Task② Please remember the new words as quickly as you can! Then write down the Chinese for each word.
Lesson 2 Baggage Inquiry
Words Study:
Task① Listen and repeat the following words.
1. board 2. together 3. already 4. staff
n. [bɔ:d] 会议桌、全体委员、委员会 adv. [tə'ɡeðə] 共同、一起、相互
Lesson 1 Introducing the Service Facilities
Words Study:
Task④ Listen and fill in the missing words.
1. I can’t find my _b_a__g_g_a_g_e__. 2. It’s __r_a_th__e_r_ big and pink. 3. I will__c_o_n__ta_c__t _ you if I need to see you. 4. In __a_d_d__it_io__n_____, we have porters here.
2. contact
n. ['kɔntækt] 接触、联系
3. additirather
adv. ['rɑ:ðə]
稍微、相当
Lesson 1 Introducing the Service Facilities
Lesson 2 Baggage Inquiry
Words Study:
Task② Please remember the new words as quickly as you can! Then write down the Chinese for each word.
Lesson 2 Baggage Inquiry
Words Study:
Task① Listen and repeat the following words.
1. board 2. together 3. already 4. staff
n. [bɔ:d] 会议桌、全体委员、委员会 adv. [tə'ɡeðə] 共同、一起、相互
Lesson 1 Introducing the Service Facilities
Words Study:
Task④ Listen and fill in the missing words.
1. I can’t find my _b_a__g_g_a_g_e__. 2. It’s __r_a_th__e_r_ big and pink. 3. I will__c_o_n__ta_c__t _ you if I need to see you. 4. In __a_d_d__it_io__n_____, we have porters here.
2. contact
n. ['kɔntækt] 接触、联系
3. additirather
adv. ['rɑ:ðə]
稍微、相当
Lesson 1 Introducing the Service Facilities
Unit6航空服务英语电子教案
A: Yes. Oh, here is the VIP lounge. This is Mr. Chen, the ___a_tt_e_n_d_a_n_t_ here. This is Mr. Brown, the
gymnastics judge. Please take a rest here.
B: Thanks.
A: I am Jane. I am here to help you, are you _f_e_e_li_n_g___ __t_ir_e_d___ after the flight? Do you need a rest in
the VIP lounge?
B: OK. But I haven’t _c_l_a_im__e_d____ my baggage yet.
Lesson 1 VIP Service
Dialogue:
Task② Listen and try to complete the dialogue:
VIP Service
A: Excuse me, are you Mr. Brown, the gymnastics judge?
B: Yes, I am.
A: You are welcome. Anything else I can do for you?
B: No, thanks.
Lesson 2 Meeting an VIP
Words Study: Lesson 2 Meeting an VIP （重要旅客的接机服务）
Task① Listen and repeat the following words.
C: Mr. Brown, what ___w_o_u_l_d__ you ___li_k_e___ to drink?
Unit 1航空服务英语课件
Lesson 1 Telephone Call for Information
Dialogue:
Dialogue: Task 2 Listen to the tape and complete the dialogue.
Telephone Call for Information（电话问讯） A: Hello! B: Hello, is this the ________I_n_q__u_ir_y__O__f_fi_c_e_?__? A: Yes, who is _____c_a_l_li_n_g______________? B: Denny ________c_a_ll_in__g___________. A: ________A__n_y_t_h_i_n_g__we can do for you, Mr. Denny? B: Can you tell me the ______a_r_r_i_v_a_l_t_im___e_______of CZ3460 from Kunming? A: Certainly. It is ________s_c_h__e_d_u__le__d______to arrive at 9:25 pm. However, _________d__u_e__t_o__t_h_e_____bad weather conditions, this flight will not arrive _______o_n__s_c_h__e_d_u__le______.The flight has not yet ____________t_a_k_efrnoomffKunming. Would you please ________________acgaaliln at 9:00 pm for ____fu__r_th__e_r______information? (This flight will be delayed for twUonit h1航o空ur服s务. T英h语at is to say, it will land at 11:25 pm.)
民航客舱服务实用英语Unit
Dialogues
The cabin crew greet each other at the pflight briefing.
The cabin crew discuss the flight route at the preflight briefing.
The cabin crew discuss the passenger information at the preflight briefing.
I'd lIke to introduce our new member. Let's begin our briefing. I'm the purser of today's flight.
Let's look at today's flight route. We are bound for Sydney. The temperature rises to 25℃ and drops to 12℃ with breeze. We have 8 passengers checked in first class and 84 in economy class. Cabin service in today's flight is drinks service with lunch service. I'll take business class with Fu; the others will be in economy class.
➢ special passenger特殊乘客 ➢ VIP重要人士 ➢ announcement广播词 ➢ cabin check客舱检查 ➢ procedure程序 ➢ Airbus340空客340 ➢ aircraft飞机 ➢ pilot飞行员 ➢ flight deck驾驶舱
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
Words Study:
Task① Listen and repeat the following words.
1. airport ['eəpɔ:t]
n.机场
2. inquiry [in'kwaiəri] n. 打听、询问、调查、查问
3. inquiry office
n. 问讯处
4. schedule ['skedʒul] n. 时间表、一览表、计划 v. 安排、计划、预定
Task② Please remember the new words as quickly as you can! Then write down the Chinese for each word. 1. competition _________竞__赛_________ 2. book tickets _______订_票____________ 3. available __可__得__到__的__、__可__利_用__的______ 4. prefer ____较__喜__欢__,宁__可__________ 5. first class ____头__等__舱_____________ 6. economy class ____经__济_舱____________
Lesson 2 Booking Tickets
Words Study:
Task① Listen and repeat the following words.
1. competition [kɔmpi'tiʃən]
n. 竞赛
2. book tickets
v. 订票
3. available [ə'veiləbəl]
Unit 1 Asking for Information and Buying Tickets
Unit 1 Asking for Information and Buying Tickets
Lesson 1 Lesson 2 Lesson 3 Lesson 4
Lesson 1 Telephone Call for Information
Lesson 1 Telephone Call for Information
Task③ Listen and write down the words you hear. 1、 _in_q_u_i_ry__o_ff_ic_e_________ 2、_o_n__s_c_h_e_d_u_le_________ 3、_d_u_e__to______________ 4、_b_e__s_c_h_e_d_u_le_d__to__d_o___ 5、_t_a_k_e_o_f_f ____________
Lesson 2 Booking Tickets
Words Study:
Task④ Listen and fill in the missing words. 1、We are going to Beijing for a ___c_o_m_p_e_t_it_io_n____on the 10th of September. 2、I want to _____b_o_o_k_______ twenty tickets to Beijing. 3、Both flights have seats ____a_v_a_ila_b_l_e_____for September 10th. 4、I’d ____p_r_e_fe_r_______the morning one. 5、First class or ____e_c_o_n_o_m_y_____class? 6、Please be at the airport 2 hours before your flight time for __c_h_e_c_k_-i_n____.
5. be scheduled to do v.（某人）预定（做）…
6. due [dju:]
n. 应得物 adj. 预定的、应付的、到期的
7. due to
v. 归因于
8. on schedule
prep. 按照预定（Βιβλιοθήκη 间）9. take off
v. 起飞
10. land
v. 降落
Lesson 1 Telephone Call for Information
4. fill in = fill out v. 填写
5. contact ['kɔntækt]
v. 联系
6. single ticket
n. 单程票
7. return ticket
n. 往返票
Lesson 3 Issuing Tickets
Words Study: Task② Please remember the new words as quickly as you can! Then write down the Chinese for each word.
1. Liu Ting Airport ____流_亭__机__场___________ 2. inquiry office ________问_讯__处__________ 3. due to _________归__因__于_________ 4. on schedule _________按_时______________ 5. take off _________起_飞_________ 6. land _______降__落_____________
Lesson 1 Telephone Call for Information
Dialogue:
Dialogue: Task 2 Listen to the tape and complete the dialogue.
Telephone Call for Information（电话问讯） A: Hello! B: Hello, is this the ______In_q_u_ir_y_O__ff_ic_e_?________? A: Yes, who is ___c_a_l_lin_g_________________? B: Denny _____c_a_l_lin_g_______________. A: ______A_n_y_t_h_in_g______we can do for you, Mr. Denny? B: Can you tell me the ____a_r_ri_v_a_l t_im__e____________of CZ3460 from Kunming? A: Certainly. It is ______s_c_h_e_d_u_le_d___________to arrive at 9:25 pm. However, _______d_u_e__to__th_e__________bad weather conditions, this flight will not arrive _____o_n__s_c_h_e_d_u_le__________.The flight has not yet ___ta_k_e_n__o_ff______from Kunming. Would you please _____c_a_ll_________again at 9:00 pm for ___fu_r_t_h_e_r ________information? (This flight will be delayed for two hours. That is to say, it will land at 11:25 pm.)
adj. 可得到的 、可利用的
4. prefer [pri'fə:]
v. 较喜欢,宁可
5. first class
n. 头等舱
6. economy [i(:)'kɔnəmi]
n. 节约,经济
7. economy class
n. 经济舱
Lesson 2 Booking Tickets
Words Study:
Lesson 3 Issuing Tickets
Words Study:
Task① Listen and repeat the following words.
1. issue ['isju:] v. 发出，发行
2. issue tickets
v. 出票
3. urgent ['ə: dʒənt] adj. 紧急的，急迫的
Lesson 1 Telephone Call for Information
Words Study:
Task④ Listen and fill in the missing words. 1. Is this the Qingdao Airport _In_q_u_i_ry__O_f_fi_ce_?_? 2. Who is _c_a_l_lin_g_______? 3. _A__n_y_th_in_g_____we can do for you, Mr. Denny? 4. It is __s_c_h_e_d_u_le_d___ to arrive at 9:25 pm. 5. _D_u_e__to__th_e____ bad weather conditions, this flight will not arrive _o_n__s_ch_e_d_u_l_e__. 6. The flight has not yet __ta_k_e_n__o_ff____ from Kunming.
Lesson 2 Booking Tickets
Dialogue:
Dialogue: Task 2 Listen and try to complete the dialogue: Booking Tickets （订票）
A: Good morning. ____M_a_y_____ help you? B: Yes, please. We are going to Beijing for a __co_m__p_e_ti_ti_o_n__on the 10th of September. I want to __b_o_o_k__twenty tickets to Beijing. A: Just a__m_i_n_u_te____, sir. Let me check. Oh, yes. We have two flights to Beijing, at 8 o’clock in the morning and 4 o’clock in the afternoon. Both flights have seats ___a_v_a_il_a_b_le_____for September 10th. B: I’d___p_r_e_fe_r_____ the morning one. A: First class or _e_c_o_n_o_m__y____class? B: _E__co_n_o_m__y_c_l_a_s_s_ When does it arrive at Beijing? A: 11:00 am. Please be at the airport __2__h_o_u_rs_____ before your flight time for check-in. B: Thank you. A: You’re ___w_e_l_c_o_m_e_____. Have a good ____fl_ig_h_t_______.