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1、民航情景英语,民航情景英语,民航情景英语最新版教学课件Unit1,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
2、of 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.,Guided Learning,Warmer. Read the followi
3、ng information on website 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?,Warmer,II. Find the definition in Column B which matches the word or phrase in Column
4、 A.,II. Find the definition in Col,It is 10:00 a.m. on Tuesday. 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 se
5、ntences for the picture.,Setting,It is 10:00 a.m. on Tuesday.,Topic one :Telephone ReservationSample 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:
6、One moment, please. Ill check whats available.Passenger: Id like to travel business class.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
7、 right, sir. Now Ive confirmed one business class seat on Flight CZ6374 leaving Shanghai 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!,Topic one :Telephone Rese
8、rvati,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 Class 商务舱make the reservation 预订Check Your UnderstandingWhere does the passenger fly to?Is it a First Class reservation?Whats the flight number?,Vocabulary and Expressions,Sample Conversation
9、 2Clerk:Hello. This is China Eastern Airlines.Passenger:I want to make a reservation.Passenger:My name is Cheng Long, and the 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 book
10、ed one.Passenger:What is the fare?Clerk: US $500Passenger:OK.Clerk: Let me check with you again. Flight CA125, June 10th economy, 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.Passenge
11、r:Thank you very much.Clerk: Welcome aboard Air China, Mr. Cheng.,Sample Conversation 2,Vocabulary and ExpressionsChina Eastern Airlines 中国东方航空公司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
12、fare?,Vocabulary and Expressions,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 Office to confirm a bassinet for her baby as she forgot about it when she booked her flight.）Agent:This is Air China booking Office.
13、 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 then we should be able to receive a confirmation from our check-in counter at the airport tomorrow. Have you confirmed your seat on t
14、he 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: Would 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?,Sam
15、ple Conversation 3,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 sure that a bassinet will be definitely available for me.Agent: It should not be a problem. You can depend on us.Pas
16、senger: 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 the fresh milk. Also Ive requested a bassinet and when we receive a reply, well call you, is there anything else I
17、can do for you?Passenger:No. Thank you.Agent: Thank you for flying Air China.,Passenger:Yes. Do you provide,Vocabulary and Expressionsbassinet n. 摇篮charge v. 索价 n. 费用confirmation n. 确认complimentary adj. 赠送的request n. 要求 v.（下级对上级的）请求Check Your UnderstandingWhat is the matter of the woman?Whats the fl
18、ight number?Do they provide fresh milk on board?,Vocabulary and Expressions,Tasks According to sample dialogues, make conversations with your partner by using the prompts given below. (P: passenger FA: flight assistant)Task 1P: a business classFA: wrong informationTask 2P: a ticket with babyFA: spec
19、ial assistanceTask 3 P: first class FA: special needs,Tasks,Topic Two: BroadcastingSample Broadcasting 1Pre-boarding Announcement Good afternoon passengers. This is the pre-boarding announcement for Flight AJ699 to Auckland. We are now inviting those passengers with small children, and any passenger
20、s 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.,Topic Two: Broadcasting,Vocabulary and ExpressionsAuckland 奥克兰（新西兰的城市）special assistance 特殊协助regular adj.
21、 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?,Vocabulary and Expressions,Sample Broadcasting 2Final Boarding Announcement This is the final boarding call for passengers Erin and Fred
22、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 Collins. Thank y
23、ou.,Sample Broadcasting 2,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 UnderstandingWhere is the broadcasting from?Whom does the broadcasting call for?Whats the name of the late passengers?,Vocabulary and Expressions,Sample Broadcasti
24、ng 3 Hello. Passengers of Flight 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 toinclementweather outside. The groundcrewis in the process ofdeicingthe wings in preparation for departure.,Sample
25、Broadcasting 3,Vocabulary and Expressionsbound 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 Understanding1. What change has been announced?2. What are the current weather conditions outside?3. How about the ground crew?,Vocabulary and
26、 Expressions,Tasks According to sample broadcasting, make your own 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:
27、 at the waiting hall FA: the flight has been delayed because of terrible weather,Tasks,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 c
28、all?2) What would you suggest if you dont know the answer to the question?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?,Section 2 Progress Check,3. Situational dialogue.,C
29、lerk: Good morning .what can I 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
30、802 on that day.Passenger: Then , 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. Passen
31、ger: Ok I will take the 9:30 flight Tuesday.,3. Situational dialogue. Class,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 i
32、s Lorus Anderson. You can reach me at 5237-8651.Clerk: I will notify you if there is cancellation.Passenger: Thank you very much.Clerk: My . _ _,Clerk: A seat on Flight 807 to,Further Reading Seat Designation,On many aircraft, the rightmost seats have letter designations HJK, skipping the letter I.
33、This is because each seat has a row number followed by letter. Letters that confuse with numbers 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 seat
34、ing structure of 2+2 may letter the seats as “ACDF” to keep with the standard of A/F being window 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 l
35、etters skipped in between as there are fewer seats per row. For example, if economy cabin is 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 isDelta Air Lines, who u
36、ses sequential letters regardless of cabin layout on all aircraft (AB-CD-EF in Business Class and ABC-DEF-GHJ in Economy cabin).,Further Reading,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 examp
37、le (as shown on the Lufthansa A321/100 seating plan). Emirates used to have a row 13, but on their latest A380 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.,Some airlines omit the ro,Thank You,Thank You,
