民航服务英语-课件
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《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.
《民航服务英语》最新版教学课件Unit1 Check-in at teh airport
添加相关标题文字
Task C
添加相关标题文字
Activity 2 Task B Related picture
Describe the picture with the words and expressions below .
Activity 2 (Task C)
1.托运行李 • 2. 免费行李限额 • 3.头等舱票 • 4.超重行李 • 5.一件行李 • 6.超重行李费 • 7.窗口位/过道位 • 8.传送带 • 9.放在称上 • 10.非吸烟区 • 11.网上值机 • 12. 行李牌 •
Thank you.
Annoucements
英 [ɪ'miːdɪətlɪ] 美 [ɪ'midɪətli] adv. 立即，立刻
Ladies and Gentlemen,
May I have your attention please? Passengers for flight _____ to ______who have not been checked in for this flight please goes to counter
.
Annoucements
Ladies and Gentlemen,
英 [ə'pɒlədʒaɪz] 美 [ə'pɑlədʒaɪz] vi. 道歉；辩解
英 [ɪnkən'viːnɪəns]
美
[,ɪnkən'vinɪəns]
n. 不便；麻烦
May I have your attention please?
We regret to announce that the boa CA_____from_____to______
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.
民航服务英语 教学课件 ppt 作者 叶宁 43222 民航服务英语5
I can： ◇ talk about waiting and boarding. ◇ direct the seat for the passenger.
seat?
CA: It’s OK if the seat is
, sir. (A passenger is blocking the way in the cabin. A stewardess
comes to him. )
CA: Excuse me, sir. Would you mind
aside and allowing the other passengers pass?
CA: Under the overhead licker is the call button. ③___________________________ (如果有需要
我帮助的任何事情), please press it.
民航服务英语
Unit 5 Waiting and Boarding
Part I Dialogue
Complete the dialogue.
CA: Good morning, sir. Welcome aboard.
P1: Good morning.
CA: (To another passenger with a baby) Good morning, Madam. ①
_______________________? (我能看一下您的登机牌吗？) I will show you where the seat is.
communication attitude manner
民航服务英语
Unit 5 Waiting and Boarding
Part III Announcements
seat?
CA: It’s OK if the seat is
, sir. (A passenger is blocking the way in the cabin. A stewardess
comes to him. )
CA: Excuse me, sir. Would you mind
aside and allowing the other passengers pass?
CA: Under the overhead licker is the call button. ③___________________________ (如果有需要
我帮助的任何事情), please press it.
民航服务英语
Unit 5 Waiting and Boarding
Part I Dialogue
Complete the dialogue.
CA: Good morning, sir. Welcome aboard.
P1: Good morning.
CA: (To another passenger with a baby) Good morning, Madam. ①
_______________________? (我能看一下您的登机牌吗？) I will show you where the seat is.
communication attitude manner
民航服务英语
Unit 5 Waiting and Boarding
Part III Announcements
民航客舱服务英语教程课件
➢boarding card =boarding pass
登机牌
e.g.： Excuse me. May I see your boarding pass/card?
打扰一下，我可以看一下您的登机牌吗？
luggage 【英国英语】行李= baggage 【美国英语】行李 carry-on luggage 随身携带的行李 hand luggage 手提行李 luggage rack 行李架 luggage tag 行李牌 trunk （旅行）大衣箱
Welcome aboard!
Can you guess what the flight attendants say to the passenger?
Excuse me, can I help you? Excuse me. May I help you to put your baggage?
5. overhead rack = overhead compartment
=overhead bin
舱顶行李架
6. valuable
下机时请带好您的贵重物品。 Please take your valuables with you when deplane(下飞机）.
7. emergency exit 紧急出口
possible onboard emergencies. 5. Assign and ensure proper handling of special passengers
and meals.
Introduction to Cabin Services
1. Check personal make-up and appearance. 2. Self-introduction 3. Introduction of flight duties 4. Introduction of flight routes 5. Emphasize the importance of the cabin safety
《民航服务英语》最新版教学课件Unit 4 The Customs
Activity 3 Task B
B:去哪里缴税？ B:Where to pay the tax? A:缴税请往那边走。 A:It's over there. B: 所有手续都办完了，是吗？ B:Is that all for customs formalities?[fɔ'mæləti]n. 正式手续 A: 是的，您可以进去了。 A:That's all.Go ahead, please. B:谢谢，再见！ B:Thank you,bye! A: 再见！ A:Bye!
A:You have to declare anything you have with you which is listed in the “red frame”on the declaration form. Also you should declare anything that is not for your own use such as any gifts.
dairy ['deərɪ]
n. 奶制品；
dispose[dɪ'spəʊz] vt. 处理；
Activity 3 Task B
A: 早上好，先生！
A: Good morning,sir！
B: 早上好！我现在能办理海关手续吗？
B:Good morning! Shall I go through the customs formalities now?
A:可以的。请先填写一张申报单。
A:Yes.Please fill in the declaration form first.
图片里一共有两名海关人员和一名乘客。因为今天当班，海 关工作人员身着制服。在检查完旅客的护照和申报单后，海 关人员要求旅客准备好手提行李以便检查并开包。他们询问 旅客携带了哪些应纳税物品，然而旅客并不清楚哪些物品属 于应纳税物品。工作人员耐心地向旅客解释海关规定并告知 他应该走红色通道因为他有一个相机需要申报。
民航服务英语PPT课件
Contents
Warming-up
Practice 1: words &
expression
Practice 2: dialogue practice
第1页/共10页
换座位
1-24 2-23
3-22 4-21
7-18 8-17
9-16 10-15
第2页/共10页
5-20 6-19
11-14 12-13
第3页/共10页
请在此输入您的标题
Q2: What kinds of information would a passenger inquire at the check-in counter?
--seating preference(座位选择); flight or destination information; upgrades(升舱); checked luggage(行李托 运)...
第4页/共10页
Teaching Objectives
➢to let Students to handle the simple dialogue by using the expressions in Unit 2
第5页/共10页
• 航站楼 • 办理登机手续
• 托运行李 • 日常必需品 • 携带行李允许量
Warming-up
Q1: What kinds of questions will check-in agent ask at the airport? --(问候) Greetings;
(身份证，护照)Can/May I have your ID card and tickets?
(行李托运) How many bags do you have?
Warming-up
Practice 1: words &
expression
Practice 2: dialogue practice
第1页/共10页
换座位
1-24 2-23
3-22 4-21
7-18 8-17
9-16 10-15
第2页/共10页
5-20 6-19
11-14 12-13
第3页/共10页
请在此输入您的标题
Q2: What kinds of information would a passenger inquire at the check-in counter?
--seating preference(座位选择); flight or destination information; upgrades(升舱); checked luggage(行李托 运)...
第4页/共10页
Teaching Objectives
➢to let Students to handle the simple dialogue by using the expressions in Unit 2
第5页/共10页
• 航站楼 • 办理登机手续
• 托运行李 • 日常必需品 • 携带行李允许量
Warming-up
Q1: What kinds of questions will check-in agent ask at the airport? --(问候) Greetings;
(身份证，护照)Can/May I have your ID card and tickets?
(行李托运) How many bags do you have?
《民航服务英语》课件
行李服务
准备和流程
行李服务是指在航空运输期间 为乘客提供的一系列服务，包 括托运行李、随身携带物品和 快递等。乘客需要根据要求合 理安排行李，避免超重和超长。
基本流程和程序
在登机前，乘客需要把行李交 给专业工作人员进行托运，随 身携带物品需要通过安全检查。 在航班结束后，工作人员会将 乘客的行李交还给乘客本人。
《民航服务英语》PPT课 件
本课程将带你了解民航服务的各个部分。你将会学习到不同服务的基本流程， 服务对象和服务内容。通过本课程，你将更好地了解民航服务领域和未来的 发展。
民航服务介绍
定义和概述
分类和特点
重要性和发展前景
民航服务是指在航空运输过程中 提供的各种服务，包括机场服务、 航班服务、客舱服务、行李服务 和安全服务等。
客舱服务
准备和流程
客舱服务是指在航班期间为乘客提供的一系列服 务，包括座位指导、餐饮服务、安全示范等。
基本流程和程序
在航班期间，机上服务人员需要提供各种服务， 包括座位指导、餐饮服务、安全示范等。服务要 求高效快捷，服务人员需要具备丰富的经验和专 业技能。
服务对象和服务内容
客舱服务的服务对象是乘客。服务内容包括清洁 服务、座位指导服务、日常用品及饮料等服务。
3
服务对象和服务内容
安全服务的服务对象包括乘客和机组人员。服务内容包括提醒乘客遵守安全规定、 检查飞机设备和引导紧急状况应急措施等。
结束语
1 总结课程内容
通过本课程，我们对民航服务的不同部分和 服务内容有了更加深入的了解，了解了不同 服务的基本流程和程序，为我们更好地享受 航空运输提供了基础。
2 展望民航服务的未来
随着科技的不断发展，民航服务的未来将会 更加智能化和个性化。更加高效快捷的服务 将会得到更多的应用，让人们旅行更加方便 和舒适。
《民航服务英语》最新版教学课件Unit2 At the information Desk
Annoucements
Ladies and gentlemen,
feature 英 ['fiːtʃə] 美 ['fitʃɚ] n. 特色，特征；容貌；特写或专
To enrich your experience onboard, we will s oon turn on the personal entertainment syst em. We have prepared movies, selected TV f eatures, music, games, route map and Air Ch ina Product Introduction. For more details, pl ease refer to the <Inflight Entertainment Gui de> in your seat pocket. Thank you.
题节目
refer to 参考
Activity 3 Task A Pair work
A:Excuse me, madam. Can I help you?
B: Yes, where is the nearest washroom？
A: Not too far away, go east for 50 meters and turn left, there it is.
lounge
n. [laʊn(d)ʒ]
well-groomed adj. ['wel'ɡru:md]
single
adj. ['sɪŋg(ə)l]
commercial adj. [kə'mɜːʃ(ə)l]
industrial adj. [ɪn'dʌstrɪəl]
民航服务英语9课件
Category Main Course Salad Dessert and 9 Drink and Food Service
Part III Announcements
Exercise Please fill in the blanks in the following sentences with the phrases given below.
jasmine tea ['dʒæ zmɪn tiː] 茉莉花茶
snack [snæ k] n. 小吃，快餐
drink [drɪŋk] vt. 喝，饮
coffee ['kɒfɪ] n. 咖啡；咖啡豆
juice [dʒu:s] n. 果汁
Sprite [spraɪt] n. 雪碧
fork [fɔ:k] n. 叉；餐叉
民航服务英语
Unit 9 Drink and Food Service
Part V Progress Check
Sentences I have learned in this unit are:
◇What would you like, sir? Coffee, tea or fruit juice? ◇What do you think about it? ◇Would you kindly tell me when you are going to serve the dinner? ◇I prefer jasmine tea. ◇Does it sound good to you? ◇I’m awfully sorry but we don’t have that on board. ◇This is a short range flight. We only serve snack. ◇I’m a vegetarian. Do you have a special meal for me? ◇Would you care for vegetable hors d’oeuvre or vegetable soup, fruit or a sweet? ◇It does help if you request for a special meal when you book your ticket, sir.
Unit-1民航服务英语ppt课件
3、_（__该__航__班_）__预__计__今__天_晚__上__9_:_2_5_分_抵__达__。________ 4、__由__于__天__气_原__因__，__本__次_航__班__将__不__能_按__时__抵__达__。___
8
5、___航_班__还__没__有__从_昆__明__起__飞__。_________________ 编辑课件
9
编辑课件
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）
v. 归因于
8. on schedule
prep. 按照预定（时间）
9. take off
v. 起飞
4
10. land
v. 降落
编辑课件
Lesson 1 Telephone Call for Information
Words Study: Task② Please remember the new words as quickly as you can! Then write down the Chinese for each word.
5. _D_u_e__to__th_e____ bad weather conditions, this flight will not
arrive _o_n__s_ch_e_d_u_l_e__.
7
6.
The
flight
has
not
yet
《民航服务英语》课件
Detailed description
Summary
Non verbal communication
Detailed description
In cabin service, nonverbal communication is also very important. Service personnel should establish good interaction and communication with passengers through smiles, eye contact, gestures, and other means to improve their comfort and satisfaction.
Thank you for flying with us today
01
02
03
04
Use simple language and avoid technical jargon to ensure attendees understand instructions and information clearly
Detailed description
Summary
Communication skills
要点一
要点二
Detailed description
Good English communication skills are essential in cabin service. Service personnel need to be able to clearly convey safety instructions, catering services, entertainment activities, and other information, and be able to effectively address passenger issues and needs.
Summary
Non verbal communication
Detailed description
In cabin service, nonverbal communication is also very important. Service personnel should establish good interaction and communication with passengers through smiles, eye contact, gestures, and other means to improve their comfort and satisfaction.
Thank you for flying with us today
01
02
03
04
Use simple language and avoid technical jargon to ensure attendees understand instructions and information clearly
Detailed description
Summary
Communication skills
要点一
要点二
Detailed description
Good English communication skills are essential in cabin service. Service personnel need to be able to clearly convey safety instructions, catering services, entertainment activities, and other information, and be able to effectively address passenger issues and needs.
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Shirley
is checking the galley, and purser comes to her, telling her what she should pay attention to.
Dialogue three
During boarding, there is an old lady coming and carrying heavy hand luggage.
Oral practice five
A: 请打开你的小桌，晚餐来了。 B： 晚餐是什么啊？ A：鸡肉饭和蔬菜沙拉。 B：请问有甜点吗？ A：有布丁和冰淇淋。 B：我想要一个香草味的冰淇淋。 A：好。
Some explanctice six
民航客舱服务实用英 语
刘霞
Dialogue one：
After
Shirley’ self-introduction, senior purser Christine is going to give some flight Information and assign the task.
Dialogue two：
A :先生，您喜欢你的餐吗？ B：是的，我非常喜欢。 A：我现在可以收拾您的餐桌了吗？ B：可以，请吧。 A：您想要什么饮料吗？我们这里有咖啡，茶 ，果汁，啤酒，鸡尾酒。 B：我想要一杯苹果汁。A：好的，马上来。
Dialogue six
A:我的包不见了。 B：你放在哪里了？放在行李架上或其他什么 地方了吗？ A：我放在座位旁边了。可能掉到地上了，但 我找不到了。 B：不要急，我保证你能找到的。找到了吗？ A：哦，找到了。它就在凳子的下面，多谢了 、
Some explanation：
coming 来了 The dinner is coming. My mother is coming. What’ for? ····怎么样？ What` for a glass of wine? Will be better. 会更好
Is
Dialogue eight
The captain has just switched the seat belt sign on. A cabin attendant, Linda, sees a passenger standing in the aisle.
dialogue nine
Cabin crew are preparing the cabin for take-off. One of the passengers is still using his mobile phone. One of cabin crew comes up to stop him.
Dialogue four：
Cathy
is a new cabin crew. Today it’s Cathy’s first day to operate the flight. Now she is standing at the cabin door to meet the passengers. There is a mother with an infant coming.
Sentence patterns Hello! Welcome aboard! What ‘s up? What’s happening?
Sentence patterns Asking for help Please help me I wonder if you can help
Act out
Dialogue ten：
An
old lady complains the passenger next to her is so noisy that she can’t have a good rest.
Oral practice 4
A:劳驾，女士，我可以安排您的桌子了吗？ B：我非常累，我不想吃饭了，想睡觉。 A：我会通知同事，你晚上不想被叫醒吃完成 那。 B：好的。 Ａ：您还想要耳罩和眼罩吗？ B：不需要了，谢谢！
Dialogue six
Mr.
smith is arranging his luggage, but he is standing in the middle of the aisle and blocking the way. All the coming passengers are waiting to go through.
Dialogue five
When
Mr. Smith gets on board, he can`t find the seat in the cabin. His seat number is 9B, economy class. The cabin attendant helps him find his seat.
dialogue seven
Mr. yang and Mrs. Yang checked in together, but after they get on board, they find they are not sitting together. The cabin attendant, Carol, will help them.
During boarding, there is an old lady coming and carrying heavy hand luggage.
理论部分结束
谢谢
作业
背单词
翻译第13页的第二
题
内容到此全部结束
is checking the galley, and purser comes to her, telling her what she should pay attention to.
Dialogue three
During boarding, there is an old lady coming and carrying heavy hand luggage.
Oral practice five
A: 请打开你的小桌，晚餐来了。 B： 晚餐是什么啊？ A：鸡肉饭和蔬菜沙拉。 B：请问有甜点吗？ A：有布丁和冰淇淋。 B：我想要一个香草味的冰淇淋。 A：好。
Some explanctice six
民航客舱服务实用英 语
刘霞
Dialogue one：
After
Shirley’ self-introduction, senior purser Christine is going to give some flight Information and assign the task.
Dialogue two：
A :先生，您喜欢你的餐吗？ B：是的，我非常喜欢。 A：我现在可以收拾您的餐桌了吗？ B：可以，请吧。 A：您想要什么饮料吗？我们这里有咖啡，茶 ，果汁，啤酒，鸡尾酒。 B：我想要一杯苹果汁。A：好的，马上来。
Dialogue six
A:我的包不见了。 B：你放在哪里了？放在行李架上或其他什么 地方了吗？ A：我放在座位旁边了。可能掉到地上了，但 我找不到了。 B：不要急，我保证你能找到的。找到了吗？ A：哦，找到了。它就在凳子的下面，多谢了 、
Some explanation：
coming 来了 The dinner is coming. My mother is coming. What’ for? ····怎么样？ What` for a glass of wine? Will be better. 会更好
Is
Dialogue eight
The captain has just switched the seat belt sign on. A cabin attendant, Linda, sees a passenger standing in the aisle.
dialogue nine
Cabin crew are preparing the cabin for take-off. One of the passengers is still using his mobile phone. One of cabin crew comes up to stop him.
Dialogue four：
Cathy
is a new cabin crew. Today it’s Cathy’s first day to operate the flight. Now she is standing at the cabin door to meet the passengers. There is a mother with an infant coming.
Sentence patterns Hello! Welcome aboard! What ‘s up? What’s happening?
Sentence patterns Asking for help Please help me I wonder if you can help
Act out
Dialogue ten：
An
old lady complains the passenger next to her is so noisy that she can’t have a good rest.
Oral practice 4
A:劳驾，女士，我可以安排您的桌子了吗？ B：我非常累，我不想吃饭了，想睡觉。 A：我会通知同事，你晚上不想被叫醒吃完成 那。 B：好的。 Ａ：您还想要耳罩和眼罩吗？ B：不需要了，谢谢！
Dialogue six
Mr.
smith is arranging his luggage, but he is standing in the middle of the aisle and blocking the way. All the coming passengers are waiting to go through.
Dialogue five
When
Mr. Smith gets on board, he can`t find the seat in the cabin. His seat number is 9B, economy class. The cabin attendant helps him find his seat.
dialogue seven
Mr. yang and Mrs. Yang checked in together, but after they get on board, they find they are not sitting together. The cabin attendant, Carol, will help them.
During boarding, there is an old lady coming and carrying heavy hand luggage.
理论部分结束
谢谢
作业
背单词
翻译第13页的第二
题
内容到此全部结束