Unit航空服务英语
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。
《民航服务英语》课件
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.
民航乘务英语Unit教案
湖南外国语职业学院教案首页Period 1-2ⅠLead-inReview1 Translate the words, phrases and sentences below:1) 航站楼2) 有效护照3) 分配位子4) 问讯处5) 乘机手续台6) 护照检查处7) 安检处8) 行李认领9) 健康证明、接种证明和海关申请表10) 被隔离11) 外币兑换处12) 地勤人员13) 称行李14) 超重行李15) 候机室16) 头等舱/商务舱/经济舱17) 行李箱18) 登机19) 当班地勤人员20) 国内航线21) 排队22) 插队25) 告诉某人做某事26) 监视屏幕27) 检查可疑物品28) 若某位旅客携带有金属制品，金属监测仪就会叫。
29) 任何旅客都享有免税商品限额。
30) 约在起飞前一小时，旅客到达登机口。
2 Fill in the forms:1 Check ______Check-in desk ①_______2 Weigh luggage ②_______③_______3 ____________Passport control1 to __________.Security control2 if they ____ the metal detector ____ to use hand- held metal_______ .1 _________Departure lounge 2 _________3 _________1 one hour before departure, ______ .Boarding 2 show _______ .3 _______ before boarding the aircraft.1 Luggage reclaim①______Arrival ②______2 Immigration and customs ③______④______⑤______3 ______________.ⅡGeneral Ideas about Unit 2:Aims：1 to get some ideas of the categories of airline personnel and each cl ass’s responsibilities, etc.（了解航空工作人员的分类及每类人员的工作职责；）2 to learn the key words and expressions.Teaching’s important points and difficulties(教学重点与难点)：1 some key words and expressions:accelerate加速, arm使…处于可用状态, altitude海拔,pre-flight briefing起飞前会议, flight deck / cockpit驾驶舱,co-pilot / second officer副驾驶, chute滑道, ditching水上迫降, domestic国内的, elevator升降舵, eligible符合条件的, evacuation疏散, exit使离开, fasten系紧,fuselage机身, galley机上厨房, hydraulics液压的,inflate使膨胀, initiative首要的判断力, instruct发出指令,lavatory机上卫生间, prohibit禁止, purser乘务长,release释放, roar吼叫, rudder方向舵,steer控制…的方向, steward男乘务员, stewardess女乘务员,stow装载, taxi滑行, undercarriage起落架aerodrome controller机场管制, air traffic controller空管, air tug拖车, area controller地区管制, charter flight包机, control column操纵杆,cross check交叉检查, emergency equipment急救装置, first officer大副,flight engineer机上机械员, flight schedule飞行计划, flight service director主任乘务长, food and beverage supplies餐饮供应, fuel transfer换油,gear up收起落架, jump seat乘务员座椅, life vest救生衣,long haul长途（旅行/ 运输）short haul短途（旅行/ 运输）,main landing gear/ undercarriage主起落架, nose landing gear前起落架,on board在飞机上, parking stand停机坪, personality traits个性特征,pick up增加, public address system广播系统, pull up收起,put… full on把…全部加上, safety demonstration安全演示,seat- configuration座椅规格, seat- pitch座位间距, steering control方向控制, stretch out伸展, take off, touch down落地, wing flap翼襟2 Main roles of cabin attendants3 Long Sentences1) Airline Personnel is a generic term for people who work with aircraft in one capacity or another, whether they fly the aircraft, serve passengers or maintain an aircraft. 航空工作人员通常指的是以一种或另一种身份与航空工作有关系的工作人员，无论是飞机驾驶员，空乘服务人员，还是维修人员，都统称为航空工作人员。
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 航空服务英语
B: It’s very nice. A: Thanks. By the way, have you got any __c_h_e_c_k_e_d__ _b_a_g_g_a_g__e ? The baggage belt is on the first floor. B: Oh, yes. I got one. A: OK, this way, please. You may first take a seat at the lounge and give me your baggage check. I will __c_l_a_im__ the bag for you. B: Thank you, Annie. A: You are welcome. It’s my __p_le_a_s_u__re_.
Lesson 2 Meeting an VIP
Dialogue:
Task② Listen and try to complete the dialogue:
Meeting an VIP
A: Excuse me, are you Mr. Brown?
B: Yes, I am. A: I’m Annie. _W_e_l_c_o_m__e_ to Qingdao.
Lesson 3 Handling of VIPs for Departure
Words Study: Task① Listen and repeat the following words.
1. take a seat
v. 就座， 坐下
民航客舱服务英语Unit18Turbulence)
Lead-in Proper Terms Dialogue study Act Out
3. What should the cabin attendant do in this situation?
➢ make the announcement(广播) first. ➢ make sure all the passengers fasten their seat belt, especially the special
take a pill. CA: I’m sorry, Madam. The meal and drink service has been suspended
during the turbulence. Please wait a moment. After that I will take it for you. OK? PAX: OK, I see. Thank you.
吃药 pill[pil]n. 药丸
[sə’spend] v. 暂停; 延缓
last
Lead-in Proper Terms Dialogue study Act Out
For your safety, please remain seated and fasten your seat belt.
safety [seifti] n. 安全 remain[ri’mein] v. 保持 remain seated 不要离开座位 fasten[‘fɑ:sn] 系紧 seat belt 安全带
plane safe? CA: Oh, thank you for choosing to fly with us today. Our flight crew are
very experienced and highly trained. Therefore, we are absolutely safe. PAX: Really? But I still feel a little bit nervous and why does the plane
民航客舱服务实用英语-Unit-4 Beforce Take-off 1
4
wrong seat.
5 A passenger wants to take another seat.
A passenger wants 6 to upgrade.
Exercises
A passenger's seat number is 6A. How can the cabin attendant help him find his seat?
英汉互译
空闲的座位 flight attendant seat headrest （座位的）靠手，扶手 乘客座位 cockpit crew seat 座椅靠背
1
Dialogue 1
Please go down this aisle. Your seat is on the right.
T舱为普通舱55折， X舱为普通舱50折（含学生、长者（年满55周岁的中国大陆 公民）），
U舱为普通舱45折， E舱为普通舱40折， W舱为普通舱35折， R舱为普通舱30折， O舱为普通舱25折， Z舱为代码共享留座专用舱， V舱为常旅客专用舱（国航知音卡旅客订座）， G舱为普通舱免折和常旅客免票
Announcements
Flight information Recheck Boarding Pass Recheck
Supplementary Reading
Questions: What kinds of seats are provided for both
passengers and crew?
飞机舱位
飞机舱主要分为头等舱、 商务舱、 经济舱。 通常价格以头等舱最高，其 次商务舱，最低为经济舱。
飞机安排座位时是分舱位的，而不同的舱位对应的机票折扣不同，价格不 同所得到的服务也不一样。平时订机票航空公司也会有不同的舱位。
航空服务英语口语教程课件Unit 2
01
目录 02 03
CONTENTS
04
Lead-in Model Dialogs Speaking Tasks Extended Reading
Lead-in
Lead-in
Model Dialogs
Dialog 1
(C = Clerk P = Passenger) C: Good morning. China Southern Airlines. How can I help you? P: Good morning. I’m wondering if a child can fly alone. C: How old is your child? And which flight would it be? P: She’s 8 years old. I’d like to book her a ticket from Guangzhou to Shanghai. C: Children under 12 years old cannot fly alone. However, for children who are above 5
Dialog 1
C: It is the same fare as the regular children’s fare, but only economy class is available. You need to make a request and fill out a customs declaration form at least 72 hours prior to departure time. May I have your email address, so I can send you the form?
Unit 8航空服务英语
Lesson 2 Baggage Claim
Words Study: Task④ Listen and fill in the missing words. claimed 1. Have you _____________ your luggage? locate 2. We are not able to __t. we are investigating 3. Please wait for a moment while_________________________.
Unit 8 Arrival Service
Unit 8
Arrival Service
Lesson 1 Lesson 2
Lesson 1 Entry Formalities
Words Study:
Lesson 1 Entry Formalities（入境手续）
Task① Listen and repeat the following words. 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. Immigration [,imi'ɡreʃən] n. 移民局 nding card 入境卡 9. Arrival Record Form 入境登记表 10. Customs Declaration Form 申报表，报关表
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 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.)
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Lesson 3 Luggage Deposit
Words Study:
Task① Listen and repeat the following words.
1. luggage
n.['lʌɡidʒ] 皮包
2. later
adj.['leitə] 更后的
3. middle
adj. ['midl] 中部的、正中的、中间的
B: It should have arrived __a_lr_e_a__d_y___. All other passengers aboard the same
plane have got their baggage. It is only me who has no baggage..
A: Don’t worry. The staff here are __s_e_a_r_c_h_i_n_g__ for it. Please wait a moment.
1. addition __增__加________________ 2. rather ___稍__微________________ 3. contact __联__系__________________ 4. baggage __行__李____________________
Lesson 1 Introducing the Service Facilities
25 yuan. 4. Can I see your __p__a_s_s_p_o_rt_____? 5. These are your baggage __d_e_p_o_s_i_t_r_e_c_e_ip_t_s__.
4. carefully
adv. ['keəfʊli] 小心地、谨慎地
5. connection
n.[kə'nek∫ən] 连接、衔接、结合
Lesson 3 Luggage Deposit
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
2. contact
n. ['kɔntækt] 接触、联系
3. addition
n. [ə'di∫ən]
增加、附加物
4. rather
adv. ['rɑ:ðə]
稍微、相当
Lesson 1 Introducing the Service Facilities
Words Study: Task② Please remember the new words as quickly as you can! Then write down the Chinese for each word.
were_s__ta_p__le_d__ together. 3、It should have arrived _g__e_t_a_l_re__a_d_y. 4、The staff here are _s__e_a_r_c_h_in__g__ for it. 5、A __p_o_r_t_e_r__ will bring it shortly.
Unit 5 Baggage Service
Unit 5 Baggage Service
Lesson 1 Lesson 2 Lesson 3
Lesson 1
Words Study:
Task① Listen and repeat the following words.
1. baggage
n. ['bæɡidʒ] 行李
A: Please tell me your flight number and show me your baggage check .
B: Here are the boarding pass and the baggage check, they were _s_t_a_p_l_e_d___
together. A: Thank you. Now we’ll find out where your baggage is.
Words Study:
Task③ Listen and write down the words you hear.
1、_a_l_r_e_a_d_y____________ 2、_s_ta__ff_______________ 3、_b__o_a_r_d_____________ 4、_to__g_e_t_h_e_r___________
1. staff _全__体__人__员_____________ 2. together _一__起_________________ 3. already _已__经____________________ 4. board 全__体__委__员________________
Lesson 2 Baggage Inquiry
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 1 Introducing the Service Facilities
Dialogue: Task ⑤ Listen and try to complete the dialogue:
Introducing the Service Facilities(介绍服务设施)
A: Hello Sir, do you _n_e_e_d_____ any help? B: Yes, I can’t find my baggage. A: Don’t worry, how many ____p_i_e_c_e_s_ of baggage have you got? B: Only one. It’s ___r_a_t_h_e_r big and pink. A: And which flight did you fly with? B: NW 956 of Northwest Airlines. A: Well, you should be at No. 11 conveyor belt to _c_l_a_im____ your baggage. B. Thank you. A. My pleasure. In addition, we have porters here. They are ready to serve you whenever you
need them. B. Thanks. I will __c_o_n_t_a_c_t___ you if I need to see you.
A. Take care. Bye-Bye. (After claiming baggage) B. Hello again, I would like to go to the Olympic Village. Which exit should I go through? A. The one on the right. You have so many suitcases. Do you need my help? B. I’m afraid yes. Thank you. A. You are welcome. Please come this way.
Lesson 3 Luggage Deposit
Words Study:
Task④ Listen and fill in the missing words. 1. I How long do you want us to _k_e_e_p______ them? 2. By the way, are there any __d_a_n_g_e_r_o_u_s__ goods in your baggage? 3. If you pick up your baggage __w_i_th____ 4 hours, you have to pay
Words Study:
Task③ Listen and write down the words i_m___________
2、_____p_o_r_t_e_r_________ 3、_____c_o_n_t_a_c_t________ 4、_____r_a_th__e_r_________
Lesson 2 Baggage Inquiry
Dialogue: Task ⑤ Listen and try to complete the dialogue:
Baggage Inquiry(行李查询) A: Can I help you?
B: Yes, I’d like to know why my baggage hasn’t arrived __g_e_t______.
1. carefully __小__心__的_________________ 2. connection _连__接_____________________ 3. luggage _行__李___________________ 4. later ___过__会__；__更__后__的________ 5. middle __中__间__的_________________