1、民航情景英语民航情景英语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 questions that custom
2、ers 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 website and answer the questions
3、.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 Tuesday.Mr.Wang is booking ticket on telep
4、hone.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 ReservationSample Conversation 1Clerk:Good morning.Thi
5、s 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 class.Clerk:OK.We have Flight CZ6374 leaving Shanghai at 7:0
6、5 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 Shanghai at 7:05 a.m.to Changchun on July 16.Is that right?Passenger:Yes.W
7、hen 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 Class 商务舱make the reservation 预订 Check Your Understanding1.Where does the passenger fly
8、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 flight number is CA125 for Toronto.Clerk:When is it?Passenger:A seat for June 10th.Is that rig
9、ht?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 economy,Mr.Cheng Long.Is that right?Passenger:Thats right.By the way,what time do you start check-in?Clerk:You
10、 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 t
11、he 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 Office to confirm a bassinet for her baby as she forgot about it when she booked her flight.）Agent:This is Air China booking Offi
12、ce.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 the
13、 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?Passenger:Yes.Do y
14、ou 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.Passenger:Thank you.Agent:My computer shows yo
15、u 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 can do for you?Passenger:No.Thank you.Agent:Thank
16、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 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
17、,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:special assistanceTask 3 P:first class FA:special needs Topic Two:BroadcastingSample Broadcasting 1Pre-boarding Announcemen
18、t 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 passengers requiring special assistance,to begin boarding at this time.Please have your boarding pass and identification ready.Regular board
19、ing will begin in approximately ten minutes time.Thank you.Vocabulary and Expressions Auckland 奥克兰（新西兰的城市）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?Sa
20、mple Broadcasting 2Final Boarding Announcement This is the final boarding call for passengers 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 app
21、roximately five minutes time.I repeat.This is the final boarding call for Erin and Fred Collins.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
22、.Whats the name of the late passengers?Sample Broadcasting 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 to inclement weather outside.The ground crew is in the process of
23、 deicing the wings in preparation for departure.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 Understanding 1.What change has been announced?2.What are the current weather conditions outside?3.How about the
24、 ground crew?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:at the w
25、aiting hall FA:the flight has been delayed because of terrible 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
26、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?3.Situational dialogue.Class book prefer list fly moment pleasure reservation availab
27、le on Clerk: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 802 on
28、 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.Passenger:Ok I will take
29、the 9:30 flight 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 n
30、otify 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 numbers must
31、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 window and C/D being ais
32、le 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 ten across,labeled ABC-DEFG-
33、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 Class and ABC-DEF-GHJ in Economy cabin
34、).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 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.Thank You
