民航服务系列民航情景英语(21世纪职业教育规划教材)/民航服务系列

Learning Objective In this unit you will learn: ※ how to provide services for ticket booking; ※ how to provide services according to the procedures; ※ how to deal with problems using expressions for ticket reservation， confirmation and refunding. Guided Learning Air 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 questions that customers may ask，such as different flights，departure and arrival time，airfare， discounts， seat se lection， special meals，etc. Agents are responsible for helping customers understand the procedures of reserving a seat and taking a flight. Warmer Ⅰ.Read the following 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? Ⅱ. Find the definition in Column B which matches the word or phrase in Column A. Setting 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 sentences for the picture. Situational Dialogue Topic One : Telephone Reservation Sample Conversation 1 Clerk : Good morning. This is China Southern Airlines 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 Class. Clerk : OK. We have Flight CZ6374 leaving Shanghai at 7 : 05 a.m. Do you make the reser- vation now? Passenger : Yes. Clerk : May I know 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 Shanghai at 7 : 05 a.m. to Changchun on July 16th. 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 Expressions China Southern Airlines 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