Service English11.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Civil aviation practical English,Lecturer Pi,ying,一,Words and expressions,值机部分,旅客姓名,航班号,机票,起飞时间,承运人,成人票,儿童票,交运行李,手提行李,旅行团,退票,改签,Passenger name,Ticket,Flight number,Departure time,Carrier,Adult fare,Children fare,Checked baggage,Hand baggage,Tour group,Refund,Endorse,无人陪伴,身份证,护照,餐食服务,直达航班,智能售卡机,靠窗座位,走道座位,危险物品,易碎物品,不符合包装要求的行李,易腐物品,迟交运行李,办理登机区,值机柜台,值机主任,Unaccompanied,I.D.card,Passport,Meal service,Non-stop flight,Smart card dispenser,Window seat,Aisle seat,Dangerous articles,Fragile articles,Inadequate packing,Perishable articles,Late check-in baggage,Check in area(zone),Check-in counter,Check-in director,行李查询部分,行李领取处,Luggage claim,(,要求 主张,),;baggage claim,行李手推车,Baggage cart,行李牌,luggage tag,取行李,Luggage pick up Luggage reclaim,二,Phrases,Abnormal flight,Normal,flight,Special matters,Normal flight,准时,0n time/schedule,登机时间,boarding time,登机,口,boarding gate,登机,boarding,请带好随身行李,Please take your luggage with you at all time,排成一线,keep/stand in line,在此排队,Queue here,欢迎登机,Welcome aboard,旅途愉快,have a nice trip/have a time,登机牌,boarding pass(card),Abnormal flight,结果：,延误,Delay,取消,cancel,状态：,进站,(,进港,到达,)arrivals,已降落,landed,迫降,force to be landed,预计时间,scheduled time,实际时间,actual time,原因：,）：公司原因,飞机调配,Aircraft rotation,机械故障,Mechanical,trouble,）：非公司原因,天气不好,Bad weather,能见度差,poor visibility,航路关闭,The closed down of the air route,航空管制,The control of the air route,对方机场关闭,The closed down of the opposite airport,本机场关闭,The closed down of the our airport,飞机晚到,Late incoming aircraft,Special matters,中途下客,Step over,晚到旅客,No show passengers,退票,Refund,改签,Endorse/Change to anther flight,2,值机柜台,check-in counter,免费餐食,（饮料）,Free meal(drink),值机部分,传送带,conveyor belt,每次放两件,two pieces of baggage at one time,超重,overweight,公斤,kilo,逾重行李费,excess-baggage collect counter,，,免责行李牌,limited release,航班截载,The flight has been closed down,请问您要窗口位还是走廊位？,a window seat or an aisle seat,？,减免逾重行李费,discount for the overweight baggage,贴更改条和盖章,endorse your ticket and get a new stamp.,负责,be responsible for,危险物品,Dangerous articles,易碎物品,Fragile articles,不符合包装要求的行李,Inadequate packing,易腐物品,Perishable articles,三,Basic Sentences,常用句型,服务部分,Good morning.,早晨好。,Welcome to China,欢迎来中国。,Good-bye.Have a time.,再见，祝您旅途愉快,Would you please back off a little?,请向后退一,Please be in order,one by one.,请按顺序，一个接一个,After you.,请您先走。,I am sorry.,对不起。,I am sorry to have kept you waiting so long.,让您久等,We are waiting for the weather to improve.,我们正在等待天气好转。,Well keep you informed.,我们将随时通知您。,1 We are inform you that due to technical reasons,your,flight,will be delayed until22:30,我们抱歉的通知您，您的航班由于出现机械故障延误到,22.30,2 We dont have any further information about the flight.,我们还没有得到有关于航班进一步的消息。,3 We,d like to have passenger with children and infants board the plane first.May board at their own convenience.,我们请带小孩的旅客优先登机。头等舱和公务舱的旅客请随时登机。,4 Passengers taking flight ZH9909,please take all your hand baggage and board at gate No.1.,乘坐,ZH9909,航班的旅客，请带好您的全部随身物品到,1,号登机口登机。,The flight time will be 2 hours and 40 minutes,and you will arrive in Beijing at 16:20.,飞行时间是,2:40,。到达巴黎的时间是,16,：,20,。,The airline apologizes for causing you such inconvenience on the trip.And it will provide you with 400 Yuan to buy some necessities.,航空公司对给您旅途带来不便表示歉意，并提供给您四百元人民币，来购买一些生活必需品。,值机部分,1.May I have your ticket and I.D.card(passport)?,请出示您的机票和证件？,2.How many pieces of baggage would you like to check-in?,请问您要托运几件行李？,3.Please put your baggage on the conveyor belt,two pieces of baggage at one time,。,请把您的行李放在传送带上，每次放两件。,4.Excuse me,your baggage is ten kilos overweight,I,m afraid I have to charge you 15,yuan,per kilo for overweight baggage.,对不起，您的行李超重,10,公斤，每公斤,15,元。,5.Please go to excess-baggage collect counter near the exit(Shenzhen airline booking office)to pay the charge,then come back to take your boarding card.,请到大门口（深圳航空公司售票柜台）旁边的逾重行李费柜台交费，然后回来领取您的登机牌。,6.Im afraid this box is considered to be improperly packed for carriage,please repack it.,对不起，您的箱子不符合包装规定，请去打包。,7.Two or more pieces of handles shall not be strapped as one.,两件行李不能捆在一起。,8.Im sorry,your flight has been delayed(canceled)due to(aircraft rotation/mechanical trouble/weather condition).,对不起，您的航班由于（飞机调配,/,故障,/,天气原因）延误（取消）了。,9.The plane has been delayed about one and a half hours,the new estimated departure time will be at 2:30 P.M.,航班大约晚点,1,个半小时，将于,2,：,30,起飞。,10.The new departure time will be announced as soon as it is determined.,新的起飞时间一确定，我们就会公布。,11.Today we have not any other flight to URC.,今天没有其他飞往乌鲁木齐的航班。,12.If you want to change to another flight,we may sign the reason for you,you should go to Shenzhen airlines booking office to endorse your ticket.,如果您想改签其他航班，我们可以为您注明原因，请您到深圳航空公司办理。,13.Requesting a refund shall be handled at the original office where the ticket was purchased.,退票请回原购票地点办理。,14,Well handle it with care,but our company can not be responsible for any damage or breakage.,我们会小心搬放，但是如造成损坏，我们航空公司不承担赔偿责任。,15,This baggage should be placed limited release on,please sign here.,这件行李需挂免责行李牌，请在这签字。,16,Would you prefer a window seat or an aisle seat,？请问您要窗口位还是走廊位？,17,Im sorry,all the window seats have been taken,how about an aisle seat?,对不起,窗口位已经没有了,走廊位可以吗,?,18.Here are your ticket and passport and this is your boarding card.,这是您的机票,护照和登机牌,.,19.Airport fee counter is near the gate(over there).,机场建设费柜台在大门的旁边,(,那儿,),20.Please come in to open your baggage for check.,请进来开箱检查您的行李,.,21.Sorry,youve come to the wrong place,you should go to the NO.A terminal to check-in,just go through the passage,you will get there.,您走错了,您所乘坐的航班应在,A,号楼办手续,经过餐厅,您就可以到达,A,号侯机楼,.,22,Sorry,with this kind of card,you cant enjoy the free charge of more than 20 kilos of baggage.,对不起，您所持的这种卡不能享有高于,20,公斤的免费行李额。,23.Sorry,we cant give you discount for the overweight baggage,you should pay the charge for the excess baggage.,对不起，我们不能给您减免逾重行李费，超重的部分需按规定交费,24.You can take your baggage to counter No.20,there is for special baggage like yours.,请把您的行李拿到,20,号柜台，那里是专门处理像您的这种特殊行李的柜台。,25.Im sorry,you are late,the check-in of your flight has been closed down,please go to the No.28counter,our staff will help you.,对不起，您来的太晚了，这个航班的办手续的时间已经过了，请到,27,号柜台办理。,26.Sorry,we have no seats which are together now,you have to take the seats apart.,已经没有一起的座位了，你们只能分开坐。,27.Sorry,currently we dont have your information in the computer,please go to our booking counter to reconfirm your flight.,对不起，电脑里提取不到您的信息，请到我们公司的订票柜台确认您的机票。,28.Please go to our booking counter to endorse your ticket and get a new stamp.,请到我们的订票柜台贴更改条和盖章。,29.Your baggage is fragile,not available for carriage,if you insist,then we are not responsible for any damage or breakage.,您的行李时易碎品，不能托运，如果您坚持托运，损坏后果自负。,30.Do you need insurance for your baggage?,您是否需要为您的行李买保险呢,？,行李查询部分,Can I help you,？请问有什么可以帮您的吗,?,I will do my best to help you.,我将尽力而为,.,Would you please tell me the type and color of your baggage?,您能告诉我您箱子颜色和品牌吗？,Im sorry your baggage is still in Beijing.,对不起，您的箱子还在北京,Please tell me your home address and your contact telephone.,您能告诉我您家地址和联系号码吗,Please show me your ticket and your passport.,让我看看您的机票和护照,May I copy your passport?,我能要您护照的复印件吗,I would like to apologize for any inconvenience.,Will you please fill out the irregularity report?,（请填一下事故处理报告单）,We will offer you a new bag.,我们给您提供一个新包,As soon as we find your baggage,Ill call you.,Thank you for your understanding and cooperation.,You can take the special bus from our airport to,Hongkong,directly.(,您可以乘坐机场至香港的直通巴士,.),Dialogues,服务部分,Dialogue 1,旅客,：,How soon will the plane for Beijing leave?,B,：,In about ten minutes/In a few minutes.,B,；,As soon as the mechanical trouble is removed.,Dialogue 2,旅客,：,It looks like rain,Is flight ZH9828 for,Shenyang,leaving on schedule?,（,看起来要下雨,，,ZH9828,去,沈阳的航班能准时吗？,）,B,：,If it does not become worse,the plane will fly on schedule.,（,天气不再变坏的话，旧能准时）,B,；,It is very hard to say,if there is any change about the departure time,we will let you know through the loudspeaker.,（很难说，离岗时间有任何变动，我们将通过广播告诉您,B,：,Owing to todays weather condition,all our outboard flight are postponed to tomorrow.(,因为天气原，,我们今天所有出港航班推迟到明天,),B,：,The weather condition on the route is unfavorable for flying.(,航路的天气条件不够飞行标准,.),B,：,We have arranged your overnight stay(hotel accommodation)in our airport hotel,meals and accommodations are provided free.(,我们将安排您在机场过夜,食宿免费,.),Dialogue 3,旅客：,E,xcuse me,where is the snack bar?,（小吃店,）,B,：,Go straight ahead,the snack bar is near the KFC.,Dialogue 4,旅客：,Excuse me,I have some urgent business in Beijing.Can I change to an earlier flight to Beijing.,（打扰，我有紧急的事情，能不能给我换早点去北京的航班）,B,：,May I have a look at your ticket?Oh,sorry,this is a discount ticket,you cant endorse it directly,you can refund it first,and then buy a new one.(,我可以看一下你的机票吗,?,哦,对不起,你的是折扣票,是不能直接改签的,你必须退票后,再重新购票,.),旅客：,Yes,of course,please go back to the security check gate,and go through the passage for staff only,endorse your ticket at the No.28 check-in counter.(,可以,请你回到安检口,由工作人员通道出去后,在到,28#,值机柜台办理签转手续,.),Dialogue 5,旅客：,Where is the first class lounge?,（头等舱）,B,：,go straight ahead,and then turn left.,Dialogue 6,旅客：,Excuse me,Is there a business center in the terminal?where?can I send a fax there?(,请问机场有商务中心吗,?,在哪,?,能否发传真,?),B,：,Yes,on the left side of the departure hall,but you cant send a fax there,there is a counter beside the,No.1 gate in the departure hall,you can send a fax there.(,有,在二楼出港大厅左边,但那里不能发传真,在出港大厅,1#门旁边有发传真柜台,.,Dialogue 7,旅客：,How long will it take to go to,Hongkong,by bus?,B,：,About two and a half hours,Dialogue 8,旅客：,Can you tell me which bus is to downtown?how long will it take to get there?,B,：,You can take the route No.330 bus,it will take about forty minutes to get there.,Dialogue 9,旅客：,My friend is sick,do you have a wheelchair for him?And where is the first aid?(,我的朋友有点不舒服,能否提供轮椅服务，急救中心在哪,?),B,：,Yes,Ill get you the wheelchair right away,the first aid is on the right side of first floor.(,可以,急救室在一楼到达大厅右侧,.),Dialogue 10,旅客：,Excuse me,how can I get to the,Fuyong,ferry?,B,：,The bus at the gate of the arrival hall on the first floor will take you there,its for free.(,一楼大厅门口有去码头的免费巴士,.),问讯,对话,1,P:Hello!is that,shenzhen,airlines inquiring office?,（你好，这是深航问讯处吗？）,A:Yes,anything we can do for you?,是，有什么能帮忙的？,P:Can you tell me the time of arrival of flight ZH9802 from Beijing?,你能告诉我,ZH9802,航班到达时间吗？,A:1)Certainly,it,s 17:00,当然,17,：,00,2)Owing to the weather condition,this flight can,t arrive on schedule.The plane has not taken off from Beijing,would you please call again at 16:00.,由于天气原因，该航班不能准时到达。飞机还没有从北京起飞，请,16,：,00,再打来,3)The plane has already taken off from Beijing.But it will make an additional stop at,Nanjing,and stay there for one hour,the estimated time of arrival is 10:20.,飞机已经从北京起飞了。但是会在南京停留一个小时，估计到达时间为,10,：,20,4)This flight will arrive here half an hour ahead of schedule,that is to say it will land at 10:20.,飞机将提前半小时到达，那就是说,10,：,20,落地,5)The exact time of arrival of this flight will not be know until 10:00.,P:Thank you,goodbye.,A:You,re welcome,goodbye.,对话,2,P:I,m going to Beijing on urgent business.I have not yet bought my ticket.I,d like to know tomorrow,s schedule flights for Beijing.(,我去北京有紧急的事情，但我还没有买票我想了解明天去北京航班情况）,A:We have two flights for Beijing tomorrow.Flight ZH9959 leaves at 8:30 in the morning,flight ZH9801 leaves at 12:30.,对话,3,：,Excuse me,is this flight delayed?,：,Yes,but our company has already changed your flight to another one,please go to the booking counter now.,（是的，但是我们公司已经该另一航班了，请去售票柜台）,对话,4,：,This baggage can,t be taken on board,what should I do?,：,I think you should send it by air freight,you can go to the cargo service counter to do it.,对话,5,：,I,m late now,where should I check-in?,：,Try at the counter No.28,please be hurry,对话,6,：,Where is the check-in counter for my flight?,：,Sorry,it,s in terminal No.A,not here,please go there through that passage.,对话,7,：,Where can I meet the flight?,：,Which flight?oh,please go downstairs,there is an elevator over there,it will lead you there.,对话,8,：,Where can I pick up my luggage?,：,At the cargo service center,please go along the road,walk about 1,000 meters,then turn right,then youll get there.,对话,9,：,I have a ticket to Beijing,how do I get there?,：,First,buy the construction fee at that counter,then go to check in at the No.24 counter.After that please proceed through security check,对话,10,：,Is there any bus from here to,Hongkong,?,：,Yes,please buy ticket downstairs,the staff there will tell you where to take the bus.,对话,11,：,Is there any ship to,Hongkong,?,：,Yes,you can have further information at the booking office downstairs,we have free service to take you to the ferry by bus.,：,Would you like to go to the first class lounge?You can have a rest there until your flight is already for boarding.,Questions?,How many words about the signposts in the terminal will you think of?,The Signposts In The Terminal,候机楼指示牌（英语词汇）,机场候机楼,Airport terminal,候机室,Departure lounge,机场休息室,Airport lounge,服务台,Assistance/Help point/(desk)Inquiries,Information,counter,问讯处,Service/information/reception desk/counter,商务中心,Business center,无人陪儿童,/,老人,接待处,Unaccompanied children/the old reception,END,THANK YOU VERY MUCH,