Contents Chapter 1 Ticket Service Chapter 2 Ticket

Contents Chapter 1 Ticket Service Chapter 2 Ticket and Baggage Service Chapter 3 Security Check Service Chapter 4 Waiting and Boarding Service Chapter 5 Special Passengers Service Chapter 6 Irregular Flight Service Chapter 7 Customs Inspection Service Chapter 8 Quarantine Inspection Service Chapter 9 The Immigration Inspection Chapter 10 Other Services

Chapter 1 Ticket Service Unit 1 Information Enquiry Unit 2 Telephone Reservation Unit 3 At a Booking Office

Unit 1 Information Enquiry Teaching Importances: ◎Learn how to offer necessary information on airlines and tickets. ◎Learn how to answer the questions relating to the information on airlines and tickets. ◎Learn some customs regulations in English.

Words and phrases 机� ：airport 航空公司：airline 航班：flight 航班号：flight Number 航� /航路：route �刻表，日程安排 schedule 班期�刻表： timetable 票价：fare 目的地：destination

Proper names airline ticket office reservation agent direct flight non-stop flight connecting flight continuing flight scheduled flight regular flight one-way ticket round-trip ticket open ticket first class economy lass business class baby service free ticket excess baggage 航空公司售票� �票代理人、�票 作人� 直�、直达航班、不�停航班 中�航班、�接航班 �程航班 定期航班、正常航班 �程票 往返票 不定期机票 �等� ��� 商�� �儿服� 免票、免�票 超重行李

Situation Dialogues Scene 1: Flight schedule enquiry Direct information enquiry Dialogue 1: C: Hello. Air China Booking Office. Can I help you? P: Yes, Please. I'd like to learn some information about the flights from Hangzhou to Beijing. C: Yes, sir. We have a scheduled flight from Hangzhou to Beijing every day except Monday. Flight MU 733 leaves on Tuesday, Wednesday and Friday at 10 a. m. and arrives at 12 a. m. Flight CA 124 leaves on Saturday at 8 a. m. and arrives at 10: 05 a. m. P: What is the economy class fare? C: RMB 920 Yuan for one-way ticket. P: Oh, my! It's too expensive. C: Yes, the fair is a little higher than usual, because it is now the peak season. Would you like to buy a ticket now? P: No. I Haven't decided my date yet. I'll buy a ticket later. Anyway, thank you very much. C: My pleasure.

Ⅱ Useful Sentences 1. Hello!/Good morning. Air China Booking Office. Can I help you? /Anything I can do for you? 2. I'd like to learn some information about the flight from Hangzhou to Beijing. 3. Could I make a reservation on your Tuesday flight? 4. We have a scheduled flight that departs for New York every day. 5. We haven't any direct flights to San Francisco. But we can arrange a connection. 6. Will you cange me for this servive? 7. What's the economyclass fare? 8. I think I will take the flight. /Sounds good. I'll take it. 9. May I have your name and telephone number, please？ 10. Thank you for calling.

Situation Dialogues Scene 1: Flight schedule enquiry Direct information enquiry Dialogue 1: C: Hello! Air China Booking Office. Can I help you? P: Yes, please. I'd like to learn some information from Hangzhou to Beijing. C: Yes, sir. We have a scheduled flight from Hangzhou to Beijing every day except Monday. Flight MU 733 leaves on Tuesday, Wednesday, Thursday and Friday at 10 a. m. and arrives at 12 a. m. Flight CA 124 leaves on Saturday and Sunday at 8 a. m. and arrives at 10: 05 a. m. P: What's the economy class fare? C: RMB 920 Yuan for one-way ticket. P: Oh, my! It's too expensive. C: Yes, the fre is a little higher than usual, because it is now the peak season. Would you like to buy a ticket now? P: No. I haven't decided my date yet. I'll buy a ticket later. Anyway, thank you very much. C: My pleasure.

Dialogue 2: C: Hello! China Eastern Airlines Booking Office. What can I do for you? P: I'd like to know something about the flights from Beijing to New York. C: Yes, madam. We have direct flights leaving on Tuesday and Friday at 3: 25 p. m. When do you want to leave? P: Could I make a reservation on the Tuesday flight? C: I'm sorry. It's not available at present. How about the Friday flight? P: I don't think it suits me. Anyway, thank you! C: You are welcome. Thanks for calling.

Connecting information enquiry Dialogue 1: C: Good morning, sir. May I help you? P: Could you tell me some information about the flights to New York, lease? C: Ok. We have a scheduled flight that departs for New York every day. P: Is it a direct flight? C: No. It will be via Beijing. The whole trip will last for about 12 hours. P: How about the aircraft? C: We have a world-class Boeing 787 on this route and it will take you to your destination fresh and relaxed. P: Excellent! I think I'll take it.

Dialogue 2: C: Good morning, sir. Can I help you? P: Yes. I'd like to know some information about the flight from Beijing to Sanfrancisco. Is there any direct flights that leave on Monday? C: I'm sorry, sir. We have't any direct flights to San Francisco. But we can arrange a connection. You can fly to Seattle and take a conneting flight to San Francisco. P: That means I'll have to change at Seatle. C: Tha's right. We have a flight CA 333 from Beijing to Seattle every Monday. It leaves at 6: 00 a. m. and arrives at 5: 00 a. m. the next day. Then we will arrange a Airlined flight CA 2532 for you. It leaves Seattle at 8: 00 a. m. and arrives at San Francisco at 10: 05 a. m. P: What type of aircraft do you use? C: We use the world-class Boeing 787 ruuning on this route. Firstclass, business class and economy class offer excellent services to passengers. You can enjoy the delicious food, a choice of wines and beautiful music or just recline your luxurious seat and relax. P: That's great.

Situation Dialogues Scene 2: In-flight baby service enquiry P: Hello, I'm planning to take a flight to Shanghai next Saturday with my baby. Do you have any relevant baby service on the flight? C: Yes, baby service will be offered upon your request. We can offer baby food, milk, disposable diapers, cot and some other baby necessities. P: Good. Will you charge me for this service? C: No, it's free. You can ask for the baby service when you book the flight. P: I see. Thank you. C: No problem. Thank you for calling.

Situation Dialogues Scene 3: In-flight meal service enquiry C: China Eastern Airlines Booking Office. Can I help you? P: Yes. I want to know the meal service on your flight from Shanghai to New York. C: Our meals on board are designed to cater to both Chinese and Western tastes. They are prepared by local airline catering company. P: Chinese food is delecious and I like it very much. C: We offer Chinese food on board so you can enjoy it. P: I will be travelling economy. Do you offer free drinks on board?

C: It depends. Soft drinks are free to all passengers while bar service is offered to first class and business class passengers on complimentary basis; it is available to economy class passengers at a reasonable price. P: Do you offer special food to the passenger who does not eat meat or fish? C: Yes. We always carry vegetarian food on board in order to meet the needs from the passengers. We have a selection of dishes such as potatoes, cucambers, mushrooms and so on. we can also meet all the passengers' requirements. P: That's good, thank you.

Situation Dialogues Scene 4: Baggage allowance enquiry P: We'll have a trip to Seattle. And we have a lot of baggage. Can you give me some infirmation about the charges for the overweight baggage? C: Certainly. The baggage allowance for the economy class is 20 kg. For first class, it's 40 kg for each adult. As for a small child who pays 10% of the adult fare, he has no baggae allowance. If your baggage is over the weight limit, the excess baggage charge will be 1%of the applicable first class oneway fare per kilogram. P: Then what do you recommend us to do? C: If you don't mind receiving your baggage n the later flight, you may send it as unaccompanied baggage. P: What do you mean? C: I mean the baggage is shipped as cargo. P: OK. I see, thank you.

Speaking to yourself We have flights from Beijing to Shanghai every day. Flight CA 730 leaves on Monday, Teusday, Friday and Saturday at 8: 30 a. m. and arrives at 10: 30 a. m. ; and flight CA 750 leaves on the other days of the week at 8: 00 a. m. and arrives at 10: 00 a. m. First class, business class and economy class offer excellent seivices to you. You can choose the delicious foods, listen to the music or simply recline your seat and relax. I believe our aircraft will take you to your destination fresh

language points 1、一周七天，一年 12月，一年四季 Sunday Monday Teusday Wednesday Thursday Friday Saturday January February March April May June July August September October November December Spring Summer Autumn Winer 2、时间的表述 介词：past to half 15分钟=a quarter

Exercise 1. Fill in the blanks according to what you hear. (1)Booking Office (2)recommend (3)check the schedule (4)connecting flight (5)direct flight (6)more details (7)leaves (8)arrives (9)connecting flight (10)leaves (11)arrives (12)Sounds good (13)May I have your name and telephone number? (14)Thank you for calling

The end Thanks for your attention