民航情景英语 .pptx

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1、民航情景英语民航情景英语中国人民大学出版社中国人民大学出版社Guided LearningAir travel starts with air ticket reservations. Normally passengers book airline tickets by contacting the airlines call center, going through a travel agency or making bookings on the internet. Airline service agents should be familiar with the types of

2、questions that customers may ask, such as different flights, departure and arrival time, airfare, discounts, seat selection, special meals, etc. Agents are responsible for helping customers understand the procedures of reserving a seat and taking a flight.Warmer. Read the following information on we

3、bsite and answer the questions.1. Is it an international flights?2. Is it an online ticket booking?3. Can you find the cheapest price?4. Which airline do they choose?5. Where is the destination?II. Find the definition in Column B which matches the word or phrase in Column A. It is 10:00 a.m. on Tues

4、day. Mr.Wang is booking ticket on telephone. Jenny, a clerk, is at the service desk to provide flight booking information to Mr.Wang. Look at the picture. What does Jenny do? What is she doing now? Work with a partner to make at least two sentences for the picture.SettingTopic one :Telephone Reserva

5、tionSample Conversation 1Clerk: Good morning. This is China Southern Airline Booking Office. Can I help you?Passenger: I want to fly to Changchun. Do you have any fight from Shanghai to Changchun tomorrow?Clerk: One moment, please. Ill check whats available.Passenger: Id like to travel business clas

6、s.Clerk: OK. We have Flight CZ6374 leaving Shanghai at 7: 05 a.m. Do you make the reservation now?Passenger: Yes.Clerk: Whats your name, please?Passenger: John Smith. j-o-h-n, for John, s-m-i-t-h, for Smith.Clerk: All right, sir. Now Ive confirmed one business class seat on Flight CZ6374 leaving Sha

7、nghai at 7: 05 a. m. to Changchun on July 16. Is that right?Passenger: Yes. When should I get to the airport?Clerk: Please be there by 5: 05 at the latest.Passenger: OK. I will. Thank you, bye!Vocabulary and ExpressionsChina Southern Airline 中国南方航空公司Booking Office 订票部available adj. 可获得的Business Clas

8、s 商务舱make the reservation 预订 Check Your Understanding1. Where does the passenger fly to? 2. Is it a First Class reservation?3. Whats the flight number? Sample Conversation 2Clerk: Hello. This is China Eastern Airlines.Passenger: I want to make a reservation.Passenger: My name is Cheng Long, and the

9、flight number is CA125 for Toronto.Clerk: When is it?Passenger: A seat for June 10th. Is that right?Clerk: One economy class seat.Passenger: Yes.Clerk: Now you have been booked one.Passenger: What is the fare?Clerk: US $500Passenger: OK.Clerk: Let me check with you again. Flight CA125, June 10th eco

10、nomy, Mr. Cheng Long. Is that right?Passenger: Thats right. By the way, what time do you start check-in?Clerk: You must check in at least one hour before departure time.Passenger: Thank you very much.Clerk: Welcome aboard Air China, Mr. Cheng.Vocabulary and ExpressionsChina Eastern Airlines 中国东方航空公司

11、Toronto 多伦多（加拿大的城市）Economy Class 经济舱fare n. 费用Check Your Understanding1. Where does the passengers destination? 2. Whats the flight number? 3. How about the fare? Sample Conversation 3(Ms. Wu Fan takes a trip to Shanghai with her baby who is only 6 months old. Shecalls the Air China San Francisco Of

12、fice to confirm a bassinet for her baby as she forgot about it when she booked her flight.）Agent: This is Air China booking Office. What can I do for you?Passenger: I want to confirm a bassinet for my baby.Agent: Im afraid I cant confirm for the bassinet immediately. Well make a request first and th

13、en we should be able to receive a confirmation from our check-in counter at the airport tomorrow. Have you confirmed your seat on the flight?Passenger: Yes, the Flight CA986 on the 4th of May.A: May I have the spelling of your name? Passenger: Guo Jun. G-u-o j-u-n.A: Thank you. Just a moment.A: Woul

14、d you spell your babys name please?Passenger: Li li. L-I, l-i.A: Would you like to arrange baby food and milk during the flight?Passenger: Yes. Do you provide fresh milk on board?Agent: Certainly, madam. Passenger: Do you charge me for that?Agent: No, they are complimentary.Passenger: Please make su

15、re that a bassinet will be definitely available for me.Agent: It should not be a problem. You can depend on us.Passenger: Thank you.Agent: My computer shows you have not got your tickets yet.Passenger: Not yet, but Ill purchase them as soon as possible.Agent: Ill repeat your requests. Weve confirmed

16、 the fresh milk. Also Ive requested a bassinet and when we receive a reply, well call you, is there anything else I can do for you?Passenger: No. Thank you.Agent: Thank you for flying Air China.Vocabulary and Expressionsbassinet n. 摇篮charge v. 索价 n. 费用confirmation n. 确认complimentary adj. 赠送的request

17、n. 要求 v.（下级对上级的）请求Check Your Understanding1. What is the matter of the woman? 2. Whats the flight number? 3. Do they provide fresh milk on board? Tasks According to sample dialogues, make conversations with your partner by using the prompts given below. (P: passenger FA: flight assistant)Task 1P: a

18、business classFA: wrong informationTask 2P: a ticket with babyFA: special assistanceTask 3 P: first class FA: special needs Topic Two: BroadcastingSample Broadcasting 1Pre-boarding Announcement Good afternoon passengers. This is the pre-boarding announcement for Flight AJ699 to Auckland. We are now

19、inviting those passengers with small children, and any passengers requiring special assistance, to begin boarding at this time. Please have your boarding pass and identification ready. Regular boarding will begin in approximately ten minutes time. Thank you.Vocabulary and Expressions Auckland 奥克兰（新西

20、兰的城市）special assistance 特殊协助regular adj. 规律的；定期的approximately adv. 大约；大概 Check Your Understanding1. What is the flight number? 2. Who is invited to begin boarding? 3. What is the time of regular boarding? Sample Broadcasting 2Final Boarding Announcement This is the final boarding call for passengers

21、 Erin and Fred Collins booked on Flight AZ588 to Kansas City. Please proceed to gate 3 immediately. The final checks are being completed and the captain will order for the doors of the aircraft to close in approximately five minutes time. I repeat. This is the final boarding call for Erin and Fred C

22、ollins. Thank you.Vocabulary and ExpressionsKansas City 肯萨斯城（美国的城市）proceed v. 继续做（或从事、进行）；接着做immediately adv. 立即；马上；即刻Check Your Understanding1. Where is the broadcasting from?2. Whom does the broadcasting call for?3. Whats the name of the late passengers?Sample Broadcasting 3 Hello. Passengers of F

23、light AZ778 bound for Caracas, with stops in Atlanta and Miami. The departure gate has been changed to 30B. Also, there will be a slight departure delay due to inclement weather outside. The ground crew is in the process of deicing the wings in preparation for departure. Vocabulary and Expressionsbo

24、und for 开往；飞往Atlanta 亚特兰大(美国的城市)Miami 迈阿密 (美国的城市)slight adj. 轻微的inclement adj. 恶劣的（指寒冷的、潮湿的等）deice v. 除冰 Check Your Understanding 1. What change has been announced? 2. What are the current weather conditions outside? 3. How about the ground crew? Tasks According to sample broadcasting, make your own

25、 broadcasting with your partner by using the prompts given below. (P: passenger FA: flight assistant)Task 1P: at the waiting hall FA: the departure gate has changed Task 2 P: at the waiting hallFA: the flight has been delayedTask 3 P: at the waiting hall FA: the flight has been delayed because of te

26、rrible weather Section 2 Progress Check1. Translate the following words and phrases.1) 单程票2) 往返票3) 正常票价4) 直达航班5) 预定6) 经济舱7) 航班时刻表8) 商务舱9) 中国南方航空公司10) 中国东方航空公司2. Answer the following questions1) How would you greet an in-coming call?2) What would you suggest if you dont know the answer to the questio

27、n?3) How do you deal with a call for ticketing requirement?4) How do you handle a call from an impatient passenger?5) Why do people need to make a reservation before traveling?3. Situational dialogue. Class book prefer list fly moment pleasure reservation available on Clerk: Good morning .what can I

28、 do for you.Passenger: Yes, Id like to make a to Boston next week. Clerk: When do you want to ?Passenger: Monday, September 12th.Clerk: We have Flight FJ802 on Monday .just a please. Let me check whether therere seats available. Im sorry we are all booked up for Flight 802 on that day.Passenger: The

29、n , any alternatives?Clerk: The next flight leaves at 9:30 Tuesday morning September 13.shall I you a seat?Passenger: Er. it is a direct flight, isnt it?Clerk: Yes it is. You want to go first or coach?Passenger:I first class, what the fare?Clerk: One way is $176. Passenger: Ok I will take the 9:30 f

30、light Tuesday. Clerk: A seat on Flight 807 to Boston 9:30 Tuesday morning. is it all right.sir?Passenger: Right .can you also put me on the waiting for the 12th?Clerk: Certainly. May I have your name & telephone number?Passenger: My name is Lorus Anderson. You can reach me at 5237-8651.Clerk: I will

31、 notify you if there is cancellation.Passenger: Thank you very much.Clerk: My . _ _Further Reading Seat Designation On many aircraft, the rightmost seats have letter designations HJK, skipping the letter I. This is because each seat has a row number followed by letter. Letters that confuse with numb

32、ers must be avoided. Digital Equipment Corporation(DEC) was the first to implement this, avoiding I (1), O (0) and S (5). The remaining letters are called the DEC alphabet. Occasionally, aircraft with a seating structure of 2+2 may letter the seats as “ACDF” to keep with the standard of A/F being wi

33、ndow and C/D being aisle on short-haul aircraft (which generally have 3+3 seats). In First and Business class cabins, the seat letters for the window seats will typically be the same as in coach, with some letters skipped in between as there are fewer seats per row. For example, if economy cabin is

34、ten across, labeled ABC-DEFG-HJK, the Business Class cabin might be labeled AC-DG-HK for a six across layout, with A-DG-K for a four across First Class. One notable exception to this is Delta Air Lines, who uses sequential letters regardless of cabin layout on all aircraft (AB-CD-EF in Business Clas

35、s and ABC-DEF-GHJ in Economy cabin). Some airlines omit the row number 13, reputedly because of a widespread superstition that the number is unlucky. This is the case with Lufthansa, for example (as shown on the Lufthansa A321/100 seating plan). Emirates used to have a row 13, but on their latest A3

36、80 aircraft have removed it (as shown on Emirates A380-800 seating plan). British Airways is less superstitious, and their seat maps for A320 aircraft shows a row 13. Delta Air Lines also includes row 13 in many of their seat maps.Thank You民航情景英语民航情景英语中国人民大学出版社中国人民大学出版社Learning Objective:Learning Ob

37、jective:In this unit you will learnhow to provide services for check-in ; how to provide services according to the procedures;how to deal with problems using expressions for check-in.Warmer1.Matching the image with their names.A.shoulder bag B. rolling luggage C. hand bag D. laptop bag E. carry-on b

38、agF. briefcase G. suitcase H. travel pack I. backpack J. waist packII. Tick items are prohibited both in carry-on luggage and check-in II. Tick items are prohibited both in carry-on luggage and check-in baggage.baggage.Setting It is 13:00 p.m. on Thursday. Passengers are approaching the check-in cou

39、nter. Amy, a young clerk at the counter, is standing at the check-in counter to welcome passengers. Look at the pictures. What does Amy do? What is she doing now? Work with a partner to make at least two sentences for this picture.Topic one: Ticket Check- in Topic one: Ticket Check- in Sample Conver

40、sation 1Sample Conversation 1Clerk:Clerk: Good morning. May I see your ticket and passport, please?Passenger: Passenger: Good morning. Here you are.Clerk:Clerk: How many pieces of luggage would you like to check?Passenger:Passenger: I dont have any luggage to check. I only have one shoulder bag. Can

41、 I carry this bag with me?Clerk: Clerk: Sure.Passenger:Passenger: May I use my frequent passenger miles to upgrade to Business Class?ClerkClerk: : Sorry, madam, todays Business Class is full. Im afraid you cant upgrade to Business Class.PassengerPassenger: : Oh, really? Alright then. Do you know wha

42、t else I can do with these miles?Clerk: Clerk: You can exchange for free flight tickets, get discounts on hotels, automobile rentals and some other services.Passenger:Passenger: OK. I see. Thanks.Clerk:Clerk: Your check-in is done, madam. Please fasten these and here is your passport, ticket,boardin

43、g pass and tags on your hand-carry luggage.Passenger:Passenger: OK, thank you. Is the flight scheduled to leave on time?Clerk: Clerk: Yes, everything is running on time. Have a nice trip!Vocabulary and Expressionspassport n. 护照luggage n. 行李upgrade v. 升舱Exchange v. 交换Tag n. 标签Check your understanding

44、1.How many pieces of luggage would the passenger like to check?2.What does “frequent passenger miles”mean ?3.What else the passenger do with these miles?Sample Conversation 2Agent:Agent: Good afternoon, sir, what can I do for you?Passenger:Passenger: Hi, is it the counter for SA?Agent: Agent: Thats

45、right.Passenger:Passenger: May I check in for my flight?Agent:Agent: Ok, whats your flight number?Passenger:Passenger: CZ317. Agent: Agent: Well, Im afraid that it is too early.Passenger:Passenger: When will it begin?AgentAgent: : For international flight, we begin to check in one and a half hour be

46、fore the departure time.Passenger:Passenger: All right. And when will it be closed?Agent:Agent: Normally it is closed half an hour before the departure time.Passenger:Passenger: Thanks.Agent: Agent: You are welcome.Vocabulary and Expressionscounter n. 柜台flight n. 航班departure v. 出发welcome v. 欢迎Check

47、your understanding1.What does the conversation probably take place?2.Is it the counter for SA?3.Whats the check-in time for international flight?Sample Conversation 3Agent: Agent: Hello, Sir, what can I do for you?Passenger:Passenger: Hello, Id like to check in for flight CA860 to Beijing.Agent:Agen

48、t: Yes, could you show me your ticket and passport?Passenger:Passenger: Ok, here you are.Agent: Agent: Sir, do you like aisle seat or widow seat?Passenger:Passenger: A window seat, please. Agent:Agent: Ok, Here are your ID and passport, and here is your boarding pass.Passenger:Passenger: Thank you v

49、ery much.Agent: Agent: You are welcome.Vocabulary and Expressionsaisle seat 靠过道座位window seat 靠窗座位ID: Identification card 身份证boarding pass 登记牌Check your understanding1. Where does the passenger fly to?2.What documents are requested for checking in?3.What kind of seat does the passenger prefer? Topic

50、Two: For Special SituationsSample Sample Conversation Conversation 1 1(Dan is flying from New York to Los Angeles. When he arrives at the airport, he goes to the check-in desk.)Agent:Agent: Good afternoon! Where are you flying to today?Dan:Dan: Los Angeles.Agent:Agent: May I have your passport, plea