Contents
Part Ⅰ At an Airport
Unit 1 Introductions to a Flight Schedule(航班行程時刻表介紹) 2
1.1 24-hour System & 12-hour Clock Time 2
1.2 Airport/City Codes(機場代碼與城市代碼) 5
1.3 Airline Designator Codes(航空公司代碼) 5
1.4 Aircraft Types(機型) 9
1.5 Business Class(公務(wù)艙) 10
Words and Expressions 11
Practice 12
Part Ⅱ Conversations on Board
Unit 2 Service on Board(機上服務(wù)) 28
2.1 Greeting and Assisting to the Seat(登機引導(dǎo)) 28
2.2 Jackets or Coats(掛衣服) 28
2.3 Hot Towels(熱毛巾) 28
2.4 Drinks(迎賓飲料) 28
2.5 Offering Pajamas, Slippers and Amenity Kits(提供休閑服、拖鞋、盥洗包) 29
2.6 Newspapers(送報紙) 29
2.7 Menu Introduction(介紹餐譜) 29
2.8 Drinks Offer(侍酒飲) 29
2.9 Clearing Glasses(收杯子) 30
2.10 If a Passenger Doesn’t Like the Wine(如果旅客不喜歡這款酒) 30
2.11 Table Preparation(擺餐桌) 31
2.12 Meals(供餐) 31
2.13 Closure(開餐結(jié)束語) 31
2.14 Tray Collection(收餐盤) 31
2.15 Collection(整理餐桌) 31
2.16 In-flight Refreshments (點心服務(wù)) 32
2.17 Headsets(耳機) 32
2.18 Making the Bed(鋪床) 32
2.19 Communication after the Rest(醒后溝通) 32
2.20 Offering CIQ Forms(提供CIQ表格) 32
Words and Expressions 33
Practice 34
Unit 3 Dealing with Special Situations(特殊情況處理) 44
3.1 Case Analysis : The Crew Seems to Be Ignoring Me! (個案分析：乘務(wù)員忽略我！) 44
3.2 Case Analysis: I Can’t Sit by My Colleague! (個案分析：我不能和同事坐在一起！) 47
3.3 Case Analysis: The Service on This Flight Is Terrible! (個案分析：這個飛機上的服務(wù)
太糟糕了！) 47
Words and Expressions 48
Practice 49
Unit 4 Communication with Passengers(與乘客溝通) 51
4.1 Boarding(登機) 51
4.1.1 Greetings(歡迎) 51
4.1.2 Seating(座位) 52
4.1.3 Belongings(隨身物品) 53
Words and Expressions 54
4.2 Before Take-off(起飛前) 55
4.2.1 Safety Check(安全檢查) 55
4.2.2 Cabin Getting Ready(客艙準(zhǔn)備) 56
Words and Expressions 56
4.3 In-flight Service(空中服務(wù)) 56
4.3.1 General(常規(guī)的) 56
4.3.2 Safety(安全) 58
4.3.3 Beverages(飲料) 58
4.3.4 Meals(供餐) 60
4.3.5 Duty Free Sales(免稅品銷售) 63
4.3.6 Phoenix Miles and Change for Hope(知音卡和零錢捐贈) 64
4.3.7 Air Bar(空中酒廊) 65
4.3.8 CIQ(海關(guān)移民局檢疫) 65
4.3.9 Relaxation(娛樂休息) 66
Words and Expressions 68
4.4 Landing(落地) 70
4.4.1 Disembarkation(下客) 70
4.4.2 Airport and Destination(機場和目的地) 71
4.4.3 China Beijing(中國北京) 72
4.4.4 Airport Service(機場服務(wù)) 73
Words and Expressions 74
4.5 Special Situations(特殊情況) 75
4.5.1 Explanation and Service(安撫) 75
4.5.2 Disembarkation(下客) 76
4.5.3 Complaint(投訴) 76
4.5.4 Lost & Found(失物認(rèn)領(lǐng)) 78
4.6 Special Passengers(特殊旅客) 78
4.6.1 UM(無人陪伴兒童) 78
4.6.2 CIP(常旅客) 79
4.6.3 Disabled Passengers(殘疾旅客) 79
4.6.4 Infants(嬰兒) 81
4.6.5 Sickness(不適或疾病) 81
4.7 Emergency Situation(緊急情況) 82
Words and Expressions 82
Practice 83
Part Ⅲ Announcements
Unit 5 Domestic Cabin Announcements(國內(nèi)機艙廣播) 106
5.1 Prior to Take-off(起飛前) 106
5.1.1 Welcome(歡迎詞) 106
5.1.2 Safety Demonstration(安全演示) 107
5.1.3 Seat Belt Confirmation Prior to Take-off (起飛前確認(rèn)系好安全帶) 108
5.1.4 Domestic Order of Service(國內(nèi)航線及服務(wù)介紹) 108
Words and Expressions 109
5.2 Prior to Landing(著陸前) 110
5.2.1 Before Landing(著陸前) 110
5.2.2 Farewell and Giving Regards(著陸前致意) 111
5.2.3 Video Demonstration of the Transit Procedures(中轉(zhuǎn)流程的視頻演示) 111
5.2.4 Announcement of Transit Flights(中轉(zhuǎn)航班通告) 112
5.2.5 Seat Belt Confirmation Before Landing(落地前確認(rèn)系好安全帶) 112
5.2.6 Transit(中途著陸) 112
5.2.7 Terminal Landing(終點著陸) 113
Words and Expressions 114
Practice 115
Unit 6 International Cabin Announcements(國際機艙廣播) 122
6.1 Prior to Take-off(起飛前) 122
6.1.1 Welcome(歡迎詞) 122
6.1.2 Safety Demonstration(安全演示) 123
6.1.3 Seat Belt Confirmation Prior to Take-off(起飛前確認(rèn)系好安全帶) 124
6.1.4 International Order of Service(國際航線及服務(wù)介紹) 125
6.1.5 Quarantine (General)[檢疫規(guī)定(通用)] 126
6.1.6 Quarantine in Italy(意大利檢疫規(guī)定) 126
6.1.7 Quarantine in Australia(澳大利亞檢疫規(guī)定) 127
6.1.8 Quarantine in Japan(日本檢疫規(guī)定) 127
6.1.9 Entry Documents and Immigration Regulations(入境及海關(guān)規(guī)定) 128
6.1.10 Completion of Landing Forms(美國申報單填寫) 128
6.1.11 Japanese Immigration Regulations(日本入境規(guī)定) 129
6.1.12 German Immigration Regulations(德國入境規(guī)定) 129
Words and Expressions 130
6.2 During Flight(飛行期間) 130
6.2.1 Cruising(平穩(wěn)航行中) 130
6.2.2 Duty-free Sales(出售免稅品廣播) 131
6.2.3 Health Video(健康養(yǎng)生視頻) 132
6.2.4 Concluding the Duty-free Sales(停止出售免稅品廣播) 132
6.2.5 Spraying for Disinfection(噴藥) 132
6.2.6 20/30 Minutes Prior to Landing(著陸前20/30分鐘) 133
6.2.7 Farewell and Giving Regards(著陸前致意) 134
6.2.8 Video Demonstration of the Transit Procedures(視頻演示中轉(zhuǎn)流程) 134
6.2.9 Announcement of Transit Flights(中轉(zhuǎn)航班通告) 134
Words and Expressions 135
6.3 Prior to Landing(落地前) 136
6.3.1 Seat Belt Fastened(確認(rèn)系好安全帶) 136
6.3.2 Terminal Landing(終點著陸) 136
6.3.3 International-domestic Connecting(國內(nèi)經(jīng)停) 137
6.3.4 International Connecting(國際經(jīng)停) 139
6.3.5 International Connecting-PAX(國際經(jīng)停，旅客機上等候) 140
Words and Expressions 141
Practice 141