民航地勤英语311页教学课件电子教案.ppt

民航地勤英民航地勤英语Unit1TicketServiceEnglishforCivilAviationGroundServiceEnglishforCivilAviationGroundServiceDoyouknowanytermsinvolvedinflight-ticket-purchasing?Pleasesharethemwitheachother.BusinessEnglishTermsinvolvedinflight-ticket-purchasingAsking for informationMaking a reservationConfirming a reservationCanceling a reservationPurchasing a ticketFlight ticket reservationRound-trip ticketInternational flight ticketDomestic flight ticketRegular flightChanging a reservationTime of departureRescheduling ones ticketMissing ones flightPaying for the refundRefunding ones ticketOne/single-way ticketTicket officeFlight numberFirst classBusiness ClassEconomy ClassHaving a discount on a round tripPutting someone on the waiting listA round trip ticket with return openBooking a connecting flight Picking up ticketsNowanswerthequestions1.Whatinformationyouneedtoofferwhenyouaregoingtobookaflightticket?2.Ifyouhavereservedaticketalready,whenshouldyougotopayandpickupyourticket?3.Ifyouaskforarefundofyourticketwithin24hours,howmuchyouhavetopay?Usefulexpressions:BusinessEnglishTalkingaboutjobdescriptionsandresponsibilities:ThejobinvolvesYouwillberesponsibleforOfferfirst-handinformationtoMakereservationsforSupposeyouareworkinginanair-ticketsbookingoffice.Yourjobistoreceivetelephonescallsandofferservicesonline.Thinkaboutyourjobresponsibilitiesanddiscussthemwithyourpartner.HerearesomeHerearesomeusefulexpressions.Dialogue-Domestic Flight 国内航班国内航班Step1TelephoneInquiry1.ThisistheBookingOfficeofAirChina.2.thereare18flightsgoingtoDalieveryweek.3.theflightnumber4.thatdepartsat13:405.thefare6.makeareservation7.notfinalized.IllmakemyreservationlaterKeysBusinessEnglish体验商务英语体验商务英语1课件课件郭娟郭娟InformationBank每个航班都有航班号。我国国内航班号的编排是由航空公司的每个航班都有航班号。我国国内航班号的编排是由航空公司的两字代码加两字代码加4位数字组成，航空公司代码由民航总局规定公布。例位数字组成，航空公司代码由民航总局规定公布。例如如CA代表代表“中国国际航空公司中国国际航空公司”、CZ代表代表“中国南方航空公司中国南方航空公司”、MU代表代表“中国东方航空公司中国东方航空公司”、SU代表代表“四川航空公司四川航空公司”、FM代表代表“上海航空公司上海航空公司”、HU代表代表“海南航空公司海南航空公司”、MF代表代表“厦门航空公厦门航空公司司”、ZH代表代表“深圳航空公司深圳航空公司”、SC代表代表“山东航空公司山东航空公司”。后面四。后面四位数字的第一位代表航空公司的基地所在地区，第二位代表航班位数字的第一位代表航空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，其中数字基地外终点所在地区，其中数字1代表华北、代表华北、2为西北、为西北、3为华南、为华南、4为西南、为西南、5为华东、为华东、6为东北、为东北、8为厦门、为厦门、9为新疆，第三、第四为新疆，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。国际航班号的编排，是由航空公司代码示飞回基地的回程航班。国际航班号的编排，是由航空公司代码加加3位数字组成。第一位数字表示航空公司，后两位为航班序号，位数字组成。第一位数字表示航空公司，后两位为航班序号，与国内航班号相同的是单数为去程，双数为回程。与国内航班号相同的是单数为去程，双数为回程。BusinessEnglishStep2TelephoneReservationSituationA:SpaceAvailableWhatkindofquestionsdoestheclerkWhatkindofquestionsdoestheclerkusuallyaskwhensomeoneiscallingtousuallyaskwhensomeoneiscallingtobookanairticket?bookanairticket?Useful expressions 1.Were not too full at this time of the year.每年的这个时候我们的航班都不是很满载。每年的这个时候我们的航班都不是很满载。2.seats are available 航班还有座位航班还有座位3.CA 1849 next Thursday suits me all right.下周四国航下周四国航1849最适合我。最适合我。4.Make that a business class seat,please.请定公务舱。请定公务舱。5.Have a nice trip 祝您旅途愉快。祝您旅途愉快。BusinessEnglishInformationBankAasinAppleNasinNancyBasinBoyOasinOceanCasinCharleyPasinPeterDasinDavidQasinQueenEasinEdwardRasinRobertFasinFrankSasinSamGasinGeorgeTasinTomHasinHenryUasinUncleIasinIndiaVasinVictorJasinJohnWasinWilliamKasinKingXasinX-rayLasinLarryYasinYellowMasinMaryZasinZebra在旅客电话定座中，在旅客电话定座中，英语姓名容易听错，英语姓名容易听错，为了正确地记录旅为了正确地记录旅客的姓名，旅客报客的姓名，旅客报了姓名后，定座员了姓名后，定座员依次读出姓名的一依次读出姓名的一个字母后，再读出个字母后，再读出字首是该字母的一字首是该字母的一个英文词，以便核个英文词，以便核对无误。通常的读对无误。通常的读法法BusinessEnglishStep2TelephoneReservationSituationB:SpacenotAvailableUseful expressions:1.IdliketobookaneconomyclassseatfromBeijingtoDalionCA1849onDecember20th,nextThursday.我想定一张我想定一张12月月20日北京飞日北京飞往徐州的国航往徐州的国航1849的经济舱。的经济舱。2.Imafraidthereisnotasingleseatleftonthatflight.那个航那个航班一个座位也没有班一个座位也没有剩剩.3.Wearenowintouristseason.我们正处于旅游旺季我们正处于旅游旺季4.reservationsshouldbemadeatleasttwoweeksbeforetheflightdeparturedate.要提前两个星期订票要提前两个星期订票5.MayIwaitlistyouonthe20th?我可以把您列入我可以把您列入20日航班的候补名单么日航班的候补名单么?BusinessEnglishStep2TelephoneReservationSituationB:SpacenotAvailableMatchwordsandtranslationsfromMatchwordsandtranslationsfromthetwocolumnsthetwocolumns1B,2K,3L,4G,5A,6D,7J,8E,9F,1B,2K,3L,4G,5A,6D,7J,8E,9F,10H,11C,12I.10H,11C,12I.KeysMatchwordsandtranslationsfromthetwocolumnsBusinessEnglish体验商务英语体验商务英语1课件课件郭娟郭娟Step3TelephoneConfirmation电话确认电话确认SituationA:ConfirmingthereservationReadthedialogue,thenmakeupyourReadthedialogue,thenmakeupyourowndialogueswithyourpartnerowndialogueswithyourpartneraccordingtothegivenconditionaccordingtothegivencondition航班号的一般读法：航班号的一般读法：CA127CAonetwenty-sevenSH5241SHfifty-twoforty-oneUA05UAohfiveBusinessEnglishStep3TelephoneConfirmation电话确认电话确认SituationB:CancelingthereservationDialoguelearningandexercisesDialoguelearningandexercisesUsefulexpressions1.No-shows:误机乘客。误机乘客。2.Go-shows:到机场等待的候补旅客。到机场等待的候补旅客。3.Standby:等待候补。等待候补。Standby也可以当名词用，如也可以当名词用，如therearefivestandbysforCA753toLosAngeles.前往洛杉矶的国航前往洛杉矶的国航753航班有五名航班有五名候补旅客。候补旅客。4.ImscheduledonyourflightCA1849fromBeijingtoDalitomorrowafternoon.Idliketomakesurethatthereisnoproblemwithmyreservation.我预订了明天下午国航我预订了明天下午国航CA1849北京到大理的机票，我想确北京到大理的机票，我想确认一下。认一下。5.YourrecordshowsthatyourreservationfromBeijingtoDalihasbeencancelled.记录表明您北京至大理的预定取消了。记录表明您北京至大理的预定取消了。BusinessEnglishStep3TelephoneConfirmation电话确认电话确认SituationB:Cancelingthereservation1.IvebookedanairticketfromBeijingtoNewYorknext1.IvebookedanairticketfromBeijingtoNewYorknextMonday.Monday.2.Ihavetocancelthereservation.2.Ihavetocancelthereservation.3.Couldyoutellmetheflightnumber?3.Couldyoutellmetheflightnumber?4.Yourname?4.Yourname?5.Igotit.5.Igotit.6.YouvebookedtheCA421FirstclassonnextMonday,6.YouvebookedtheCA421FirstclassonnextMonday,Sep.27Sep.27thth.7.Wouldyouliketobookanotherflight?7.Wouldyouliketobookanotherflight?8.Thanksforcalling.GoodbyeMr.Brown.8.Thanksforcalling.GoodbyeMr.Brown.KeysCompletethedialoguesDialogue-InternationalFlight国际航班国际航班BusinessEnglishStep1Bookingaticket订票订票国内部分航空公司代码国内部分航空公司代码中国国际航空公司中国国际航空公司CA中国东方航空公司中国东方航空公司MU中国西北航空公司中国西北航空公司WH厦门航空有限公司厦门航空有限公司MF中国南方航空公司中国南方航空公司CZ上海航空公司上海航空公司FM中国西南航空公司中国西南航空公司SZ山东航空公司山东航空公司SC国外部分航空公司代码国外部分航空公司代码法国航空公司法国航空公司AF澳大利亚快达航空公司澳大利亚快达航空公司QF英国航空公司英国航空公司BA瑞士航空公司瑞士航空公司SU大韩航空大韩航空KE芬兰航空公司芬兰航空公司AY德国汉莎航空公司德国汉莎航空公司LH日本航空公司日本航空公司JD美国西北航空公司美国西北航空公司NW全日空公司全日空公司NH韩亚航空公司韩亚航空公司OZ新加坡航空公司新加坡航空公司SQ美国联合航空公司美国联合航空公司UA荷兰皇家航空公司荷兰皇家航空公司KLStep2Purchasingtheticket买票买票UsefulexpressionsVisan.签证签证Passportn.护照护照Purchaseaticket买票买票Pickupaticket取票取票Makeareservation预定（机票、餐桌、酒店客房等）预定（机票、餐桌、酒店客房等）Payincashorwithcreditcard现金支付或信用卡支付现金支付或信用卡支付Pleasecheckinattheairportnolaterthan4:00p.m.thatday.请在当天下午四点前办理登记手续。请在当天下午四点前办理登记手续。Setting:Heidi has got her work done in time and made the reservation by telephone with the office.Now she is coming to pick up the ticketStep3Refundingtheticket退票退票UsefulexpressionsImsorrytotellyouthatwecantchangeanywordswrittenontheticket.AccordingtoCAACsregulations,whenapassengerwantstochangehisflight,date,routeorhisnametoanothers,histicketwillbehandledasarefundticket.Thatistosay,youhavetobuyanotherticket.很抱歉，飞机票上面写的字一个也不能改。根据中国民航的规定，很抱歉，飞机票上面写的字一个也不能改。根据中国民航的规定，旅客要求变更航班、日期、航线或其他旅客姓名，该机票则按退旅客要求变更航班、日期、航线或其他旅客姓名，该机票则按退票处理。也就是说，您得另外机票。票处理。也就是说，您得另外机票。departuretime,thecancellationfeeis10%oftheoriginalfare.Setting:OnedaybeforeHeidisdeparture,shechangesherplanduetosomeurgentmattersatherschool.Nowsheisattheofficedesk:Step3Refundingtheticket退票退票Usefulexpressions根据中国民航规定，如果旅客（不包括团体旅客）在飞机起飞根据中国民航规定，如果旅客（不包括团体旅客）在飞机起飞24小小时以前申报退票，按原价的时以前申报退票，按原价的10%收取退票费。收取退票费。Ifthepassengerasksforarefundofhisticketwithin24hoursand2hoursbeforethedeparturetime,hehastopay20%oftheoriginalfare.如果旅客在飞机起飞如果旅客在飞机起飞24小时以内，小时以内，2小时以前申请退票，他得按照小时以前申请退票，他得按照原票价的原票价的20%交退票费。交退票费。Ifheasksforarefundofhisticketwithin2hoursbeforethedeparturetime,hehastopaymuchmore.Thecancellationfeewouldbe50%oftheoriginalfare.如果在飞机起飞如果在飞机起飞2小时以内申请退票，他得交更多的退票费，为原小时以内申请退票，他得交更多的退票费，为原价的价的50%。Step3Refundingtheticket退票退票Ticketrefund退票退票退票分为自愿退票和非自愿退票两类。由于旅客的原因而引起的退票分为自愿退票和非自愿退票两类。由于旅客的原因而引起的退票为自愿退票；不是由于旅客原因而引起的退票成为非自愿退退票为自愿退票；不是由于旅客原因而引起的退票成为非自愿退票。旅客应凭客票或客票未使用部分的票。旅客应凭客票或客票未使用部分的“乘机联乘机联”和和“旅客联旅客联”办理办理退票。退票。国内航班退票只限在出票地、航班始发地、终止旅行地的航空公国内航班退票只限在出票地、航班始发地、终止旅行地的航空公司或其销售代理人售票处办理。票款只能退给客票上列明的旅客司或其销售代理人售票处办理。票款只能退给客票上列明的旅客本人或客票的付款人。本人或客票的付款人。国际航班退票应在原购票地点或者经航空公司同意的其它地点，国际航班退票应在原购票地点或者经航空公司同意的其它地点，并符合原购票地点和退票地点国家的法律及其他规定。并符合原购票地点和退票地点国家的法律及其他规定。InformationBankStep3Refundingtheticket退票退票Ticketrefund退票退票自愿退票，除凭有效客票外，还应提供旅客本人的有效身份证件。革命伤残军人自愿退票，除凭有效客票外，还应提供旅客本人的有效身份证件。革命伤残军人和因公致残的人民警察要求退票，免收退票费。和因公致残的人民警察要求退票，免收退票费。持婴儿客票的旅客退票，免收退持婴儿客票的旅客退票，免收退票费。持不定期客票的旅客要求退票，应在客票的有效期内到原购票地点办理退票费。持不定期客票的旅客要求退票，应在客票的有效期内到原购票地点办理退票手续。旅客在航班的经停地自动终止旅行，该航班未使用航段的票款不退。票手续。旅客在航班的经停地自动终止旅行，该航班未使用航段的票款不退。因航空公司原因造成航班取消、提前、延误、航程改变或不能提供原定座位时，因航空公司原因造成航班取消、提前、延误、航程改变或不能提供原定座位时，旅客要求退票，始发站应退还全部票款，经停地应退还未使用航段的全部票款，旅客要求退票，始发站应退还全部票款，经停地应退还未使用航段的全部票款，均不收取退票费。均不收取退票费。旅客因病（包括患病旅客的陪伴人员）要求退票，需提供医疗单位的证明，始发旅客因病（包括患病旅客的陪伴人员）要求退票，需提供医疗单位的证明，始发地应退还全部票款，经停地应退还未使用航段的全部票款，均不收取退票费。地应退还全部票款，经停地应退还未使用航段的全部票款，均不收取退票费。InformationBankStep3Refundingtheticket退票退票Answerthesequestions:1.Ifyouwanttoknowwhichclassofservicethepassengerdesires,whatwouldyousay?2.Ifspaceisnotavailableontheflightthatthepassengerdesires,whatwouldyousayandsuggesttothepassenger?3.Mr.Greenfailstoreconfirmhisreservationforaninternationalflightwithin72hoursbeforedepartureandhisreservationhasbeencanceled.Whatshouldyousaytohim?4.Mr.WilliamswantstorefundhisticketfromHonkingtoTokyo36hoursbeforetheflightsdeparture.Howmuchhehastopayandhowdoyousaytohim?Step3Refundingtheticket退票退票Completethefollowingdialogueandpracticewithyourpartner.1.Hello,howmayIhelpyou?2.Sure,wherewouldyougo?3.CA1314takesoffat12:40thedayaftertomorrow.4.CA542takesoffat15:20tomorrow.Thereareseatsavailable.Wouldyouliketotakethisflight?5.Hereyouare.Bytheway,doIneedtopayagain?6.ThanksfortakingChinaAirlines.KeysMake up your own dialogues with your partner according to the following conditionMr.Wright is taking a flight from New York to Chicago.It leaves at four oclock and arrives at six oclock.He wants to know whether dinner is served on the flight.If dinner is not served,he wants to change his reservation to a later flight on which dinner will be served.EndThankyou!EnglishforCivilAviationGroundServiceUnit2Check-inServiceLookatthefollowingCheck-inProcedures.Canyouputthemintherightorder?4.Showing Flight Information Boards 9.Checking airline tickets and valid ID cards6.Weighing each checked bag5.Issuing boarding pass1.Filling up the information form of passengers amount and baggage2.Notifying the meal supplement8.Checking the amount of tickets and boarding pesses3.Notifying the chief steward of the passengers amount and information about any important and special ones7.Handing in tickets and the preparactive form of the departure flight to the conservator10.Assisting to look for the unboarded passenagers12.Checking the amount and acceping the backup passengers13.Verifying the passengers passport and visa if traveling internationally14.Instructing each passenger to proceed to the appropriate concourse and gate for flight departure11.Attaching a baggage sticker to each checked bagNowanswerthequestions1.Whatarevalidtraveldocuments?2.Whatsthelimitationforthecheck-inbaggage?3.Whataretheprovisionsforliquiditemsincarry-onbaggage?Supposeyouareaclerkatthecheck-incounterofBeijingCapitalInternationalAirportandgivingpassengerssomeinformationaboutcheck-in.Herearesomeusefulsentences.For domestic flights,arrive at the airport before the scheduled flight of departure and check-in.with the ticket and personal effective statementsThe airline will stop check-in before the scheduled flight of departure.For international flights,arrive at the airport before the scheduled flight of departure and check-in.Checking in online saves you time at the airport,and enables you to print your boarding passes from the comfort of your home or office.The luggage allowance and requirements at Beijing Capital International Airport are.BoardingPass1.Whatisaboardingpass?Andwhatinformationcanyougetfromthefollowingboardingpass?Dialogue-PassengerCheckin(1)办理登机手续办理登机手续aisle seat 靠过道的座位 window seat 靠窗口的座位baggage check 李牌 conveyor belt 传送带 Completethefollowingdialogueandpracticewithyourpartner1.1.mayIhaveyourticketandpassport,mayIhaveyourticketandpassport,pleaseplease2.Pleaseputitontheconveyorbelt2.Pleaseputitontheconveyorbelt3.Whatkindofseatdoyouprefer?3.Whatkindofseatdoyouprefer?4.Nomorewindowseatsareavailable.4.Nomorewindowseatsareavailable.5.hereareyourboardingpassandbaggage5.hereareyourboardingpassandbaggagecheckschecksKeysMakeupyourowndialoguesbetweenflightattendantsandpassengersusingthefollowingsentencepatterns.Clerk at the check-in counter.What can I do for you?.Show me your ticket and passport please.Have you got any baggage to check?4.What kind of seat do you prefer?5.Here are your boarding card and baggage checks.Passengers.Can I check in at this counter?.Here you are.I prefer a window seat.Thank you very much.MakeupyourowndialogueswithyourpartneraccordingtothefollowingconditionAtthecheck-incounter,Tomshowshisticketandpassport.Hehastwopiecesofbaggagetocheckin.Hewantsawindowseat.Asallthewindowseatshavebeentaken,hecanonlyhaveanaisleseat.SeatPreferenceAccordingtomodel1,makeconversationsAccordingtomodel1,makeconversationswithyourpartnerbyusingthepromptsgivenwithyourpartnerbyusingthepromptsgivenbelowbelow1,P:awindowseatinanon-smokingareaC:nowindowseatavailable2,P:aheavysmoker/preferawindowseatinasmokingareaC:smokingisnotallowed3,P:preferaseatintheforwardcabinawayfromtheengineC:thatparticularseatisnotavailable/assignanaisleseatintherearofthecabin4,P:travelingwithababy/preferaseatwithmorespaceforlegsC:nosuchaparticularseatonboard/assignaseatbytheaisleinthefrowardpartofthecabinAccordingtomodel2,makeconversationsAccordingtomodel2,makeconversationswithyourpartnerbyusingthepromptsgivenwithyourpartnerbyusingthepromptsgivenbelowbelow1,P:requestthreeseatstogetherinthenon-smokingsectionintheforwardpartofthecabin/windowseatarebetterC:nosuchseatsintheforwardpartofthecabin/reservetwoseatstogetherintherearofthecabin2,P:requesttwoseatstogetherbythewindowC:twoeatstogethernotavailable/suggesttwowindowseatswiththeonebehindtheotherortwoaisleseatswiththeaisleinbetween3,P:fourofustravelingtogether/requestpartyseatsawayfromtheengineC:twoaretogether/twoareseparatedbutclosetoeachotherDialogueDialogue-PassengerPassengerCheckin(2)Checkin(2)办理登机手续办理登机手续办理登机手续办理登机手续destination 目的地 content 物品 label 标签 claim tag 认领牌 ticket jacket folder 机票夹 VOCABULARYASSISTANTAnswerthesequestionsafterAnswerthesequestionsafterreadingthedialogueinyourbookreadingthedialogueinyourbookcarefully.carefully.1,Whencheckinginpassengers,whatwouldyousayiftheyhaswaitedforlongerthan5minutes?2,Whowouldyouaddressthepassengerbyhis/hername?3,Whatquestionswouldyouusuallyaskthepassengersabouttheirbaggage?3,Aftercheckinyoushouldplaceallthedocumentsdirectlyintothepassengershandsorplacethemonthecounter?Fillintheblankswiththegivenwords11，checkin2checkin2，latelate33，ticketsandpassports4ticketsandpassports4，baggagebaggage55，theconveyorbelt6theconveyorbelt6，overweightoverweight77，thelimitthelimitKeysDiscussinasmallgroupandsaysomethingabouttheofficialdocumentsthatapassengerneedsduringthetr