1、民航服务常用英语 情景对话DIALOGUE 1:A: I want to fly to New York on October 1ST. B: Yes, let me check.A: I want to go economy, and I prefer the morning-flight.B: China Southern Airlines Flight CZ3109 leaves at 3:00 p. m. A: That s fine. How much should I pay?B：RMB4880 not include the tax and the total taxes are
2、 RMB1980.对话 1：A：我要在 10 月 1 日飞往纽约。B：好的，我帮你查一下。 A：我想要经济舱的票。另外我喜欢乘坐上午的班机。B：南方航空公司 CZ3109 班机下午 3 点起飞。A：好的。多少钱?B：4880 元不包括税收，总税收为 1980 元。DIALOGUE 2: TELEPHONE CALL FOR INFORMATIONS: Hello! This is Inquiry Office of Air China. What Can I do for you?P: I am a journalist for 29th Olympic Games. I d like to
3、know whether Flight CA1569 can depart on time or not.S: Wait a moment please. I will check. Oh, I ve got it. It should depart at 07:55 and arrive in Qingdao at 09:00.P: That s right.S: Well, my computer tells me that the flight will be delayed because it is raining cats and dogs now in Qingdao area.
4、P: Oh, I am sorry to hear that. I have a very important interview there this afternoon. What should I do now?S: Well, we have to wait for the weather to improve. The airport has been closed down. Our flights cant depart now.P: Yes, we have to wait. Well, is it possible for the rain to stop before no
5、on?S: Im sorry, its very hard to say. It is very changeable in summer. You know we can onlyforecast but not control it.P: You are right. I will call you back later. S: OK! Thank you for calling. Bye-bye!对话 2：电话问询职员：您好!这里是国航问讯处。请问您有什么事吗?旅客：我是一名第 29 届奥运会的记者，我想咨询一下 CA1569 航班是否能够正点起飞。职员：请您稍等，我查一下，好，我查到了
6、，CA1569 航班应该是早上 7:55 从北京起飞，而到达青岛的时间是上午 9:00。旅客：好的。职员：不过航班信息电脑显示的是 CA1569 航班由于青岛大雨而延误起飞了。旅客：噢!真是太糟糕了.我今天下午在那里有一个很重要的关于奥运会的采访，我该怎么办?职员：抱歉，对方机场已经关闭了，我们只能等候天气转好了。旅客：是呀。只能等待了。您说有没有可能雨在中午以前停呢?职员：实在是很抱歉，这个很难讲，夏天天气是不断在变化的，我们只能够预测但是不能够控制。旅客：好的，我待会儿再打过来问一下。职员：好的，谢谢您拨打我们的问讯电话，再见! DIALOGUE 3: ASKING ABOUT DEPAR
7、TURE TIMES: Good morning, Sir. Can I help you?P: Yes, Will Flight CA981 depart on schedule today?S: Wait a moment please,（） Ive got the information for CA981, Everything is ready now. It will depart on schedule now.P: Thank you.S: You are welcome.对话 3：查询飞机起飞时间职员：早上好!有什么可以帮您吗?旅客：您帮我查一下 CA981 是否能够正常起飞
8、?职员：请您稍等，（）我查到了，CA981 航班的各项准备工作已经就绪了，可以正点起飞。旅客：谢谢! 职员：不客气! DIALOGUE 4:P: Excuse me, Miss.S: Good morning, Sir. What can I do for you?P: I am going to take Flight CA4112 to Chengdu. It should depart at 09:30. But now it is already 10:20. Why hasnt it departed yet?S: I am sorry to tell you that all th
9、e flights before 11 o clock will be delayed due to poor visibility this morning.P: Because of poor visibility? Are you serious? When we drove here at 8:00, we didnt notice how poor the visibility was.S: You see, a car runs much slower than an aircraft runs when it is taxiing. If there is anything, s
10、uch as a small stone, a mouse, and so on. onthe runway, it would be very dangerous to the aircraft, of course to all the passengers as well.P: Oh, I see. Ill go to have my breakfast first.S: Yes, But please pay attention to the information about your flight. P: Thank you, I would. See you later.S: G
11、ood-bye, Sir.对话 4：旅客：小姐，你好!职员：早上好!您有什么需要我帮忙的吗?旅客：我准备乘坐CA4112 航班飞往成都。应该是9:30 起飞，现在都10:20 了，怎么还不起飞?职员：我抱歉地通知您，由于今天早晨能见度低，所以11 点以前的航班都将延误。旅客：因为能见度低。你肯定是骗人的吧，我们早晨8 点开车过来的时候，并没有觉得能见度低呀。职员：您知道，汽车跑得比飞机滑行时跑得慢多了。万一跑道上有点儿东西，像小石块儿、小老鼠什么的，对飞机，当然也对旅客都是很危险的。旅客：好，我知道了。我先去吃点儿早餐。职员：去吧。不过请您注意一下您的航班动态。旅客：谢谢，我会注意的。待会儿见
12、。职员：再见。DIALOGUE 5: ASKING ABOUT ARRIVAL TIMES: Hello! What can I do for you?P: Yes. Id like to know the arrival time of CA992 from Canada. We have a sports team coming to Beijing today.S: Certainly. It is scheduled to arrive at 6:00 pm. However, due to bad weather conditions, this flight will not ar
13、rive on schedule.P: Oh, no. They have to attend the 29th Olympic Opening Ceremony this evening. That is very important, you know?S: I am very sorry to hear that. Let me check the computer again. Oh yes, Eight CA992 will arrive here at 6:30 pm, so you have enough time to get there.P: That is great !
14、Thank you ! Bye-bye !S: It is my pleasure! And welcome to Beijing for the Olympic Games.对话 5：询问进港时间职员：您好!有什么我可以帮你吗?旅客：我想了解一下从加拿大飞来的 CA992 航班的进港时间。我们将有一个体育团体来北京。职员：当然可以。这个航班预计下午 6:00 左右到达。但是由于天气原因航班将不能按时到达北京。旅客：噢!不!他们今天晚上要参加 29 届奥运会的开幕式。你知道这有多重要。职员：实在是很抱歉，我再查一下电脑，CA992 航班预计下午 6:30 分到达北京，我想您有足够的时间赶往那里
15、。旅客：这真是太好了!谢谢您!再见!职员：再见!欢迎来参加北京奥运会。DIALOGUE 6: GOING TO A HOTEL BY TAXIP: Excuse me. Would you do me a favour? S: Yes, of course. What can I do for you?P: I ve just arrived at the airport. Since this is my first time to come here, I don t know how to get to the Beijing Hotel. My sister is in the hot
16、el. But I forgot to tell her to meet me here. I haveto go there by myself.S: You have to take a taxi to get there.P: But I have heard that there are a lot of limousines for passengers to take to town.S: Yes, there are a lot. But none of them goes to the Beijing Hotel. It will he very inconvenient fo
17、r you to take a limousine first, and then change a taxi or a bus to get there. If you take a taxi, it will take you there directly.P: OK. Where can I get a taxi?S: The Taxi Station is located at Gate No. 13. P: Thank for your help.S: It s my pleasure.对话 6：乘坐出租车去酒店旅客：对不起，您能帮我一个忙吗? 职员：当然可以。您有什么事情吗?旅客：
18、我刚到机场，因为我是第一次到这儿来，不知道怎么去北京饭店。我妹妹正在那间饭店，可是我忘记通知她来接我了，我只好自己去那儿了。职员：您得乘出租车去那儿。旅客：可是我听说有许多旅客车进城呀?职员：是的，是有很多民航大巴去城里，但都不去北京饭店。您要是乘坐大巴再换乘出租车或公共汽车到那儿并不方便。您要是乘出租车，可以直接把您送到那儿。旅客：好的。我在哪儿乘坐出租车? 职员：出租汽车站就在 13 号门。旅客：谢谢您的帮助。职员：这是我应该做的。DIALOGUE 7: INQUIRING ABOUT BAGGAGES: Hello! Can I help you?P: I have just booke
19、d a ticket for Flight CA925 to Tokyo. I want to go there for a visit next week. Because I must make some preparations, I want to know what I can take with me when I board the flight.S: What class of service do you prefer? P: Economy class.S: According to the regulations. You can check 20 kgs of bagg
20、age free of charge. P: What can I keep with me in the passenger compartment then?S: You can take 1 piece of baggage with the weight of 5 kegs, and no bigger than 20 4055cm, as your carry-on baggage.P: If my baggage exceeds this allowance, what will happen?S: If the carry -on baggage exceeds the allo
21、wance either in weight or in volume, it should be checked. And if the checked baggage overweighs, you should pay a charge for it.P: OK! By the way, can you tell me what I cant take?S: Generally speaking, for safety reasons, passenger can t take dangerous goods, including inflammables, explosives, co
22、rrosives and poisonous materials. And of cause, according to the rules and regulations of our government, people cannot take any of the articles that are forbidden to be taken out of our country by our government.P: Good! Thanks.对话 7：关于行李的问讯职员：您好!请问您有什么事情吗?旅客：我刚订妥一张飞东京的 CA925 航班的机票。我下星期要去东京玩儿。因为我要做些
23、准备，我想了解一下上飞机时能带些什么。职员：您要坐的是什么舱位? 旅客：经济舱。职员：根据规定，您可以免费托运20 公斤行李。旅客：那么在客舱里我能带些什么呢?职员：您可以携带一件体积不超过204055 厘米，重量不超过 5 公斤的手提行李。旅客：如果我的行李超过限量会怎么样呢?职员：如果您的手提行李，无论是重量还是体积超过限量，您的行李得办理托运手续； 如果您的交运行李超重，您得付超重行李费。旅客：知道了。还有你能告诉我，我不能携带那些东西上飞机吗?职员：一般来说，为了安全起见，旅客是不能携带易燃、易爆、腐蚀及有毒物质等危险品上飞机的。当然，根据我国政府规定，也不能带我国政府所不允许带出境的
24、任何物品。旅客：好的，谢谢! DIALOGUE 8: BUYING TICKETSS: Good afternoon. May I help you?P: Yes, please. We are going to Qingdao for a competition on the 20th of August. I want to buy twenty tickets to Qingdao.S: Just a moment, let me cheek. Oh, yes. We have two flights to Qingdao at 7:50 in the morning and 1:30
25、in the afternoon. Both flights have seats available.P: I d prefer the morning one.S: Ok, please fill in this form first, passenger name, passport number, route, date, contacting telephone number and so on.P: Here you are. And how much are these? S: Excuse me, one-way or round-trip tickets. P: One wa
26、y, please.S: RMB 20000 in toted.P: Here you are.S: Ok, have a good trip.对话 8：买机票职员：下午好!您买票吗?旅客：是的。我们 8 月 20 日在青岛有个比赛，我需要买 20 张前往青岛的机票。职员：请稍等，我查一下，我们有两班飞往青岛的航班，一班是预计早晨 7:50 起飞， 一班是预计下午 1:30 起飞，两个航班都有座位。旅客：我想买早晨那班的机票。职员：请您先填写一下购票单，填一下旅客的姓名、护照号码、航程、日期以及联系电话等。旅客：我填好了，给您。还有总共多少钱? 职员：您是买单程还是往返票?旅客：单程，谢谢!职
27、员：总共 2 万元人民币。旅客：给您钱。职员：好的。祝您旅途愉快!DIALOGUE 9: BUY A TICKET WITH RETURN SPACESS: Hello! Can I help you?P: My name is Wang Haitao. I want to buy a ticket from Beijing to Montreal, please. S: Im sorry we dont have direct flights going to Montreal.P: Yes, I know. I want to buy a ticket with continuing sp
28、ace. S: Which airline do you prefer to fly?P: I want to fly Air China to New York first. And then change to Eastern Airline of America to fly on from New York to Montreal.S: Ok! When do you want to go then?P: I want to leave Beijing on September 30th.S: Your reservation for Flight CA981 is OK now. I
29、 want to telefax to Eastern to see whether there are any seats on the flight to Montreal on October 1st.P: Ok, please.S: Now I have got the reply saying that there re still some seats on that flight. P: Very good! And I want to come back to Beijing on December 24th.S: I think that will be easy for m
30、e to make a reservation for your return spaces. Wait a moment, please?P: Ok.S: Now everything is all right. Credit card or cash, sir? P: Credit card. Thanks.对话 9：购买往返机票职员：您好!请问您是买票吗?旅客：我叫王海涛，我想买一张北京到蒙特利尔的机票。职员：抱歉我们没有飞蒙特利尔的航班。旅客：我知道，所以我想买一张有联程航班的机票。职员：您打算乘坐哪家航空公司的飞机呢?旅客：我打算先乘坐中国国际航空公司的航班飞纽约，然后再乘美国东方航
31、空飞蒙特利尔。职员：好的，那您准备什么时候走呢? 旅客：我想 9 月 30 日走。职员：您在 CA981 航班上的座位已经给您订妥了，我还要给美国东方航空发个电传， 看看 10 月 1 日飞蒙特利尔的航班还有没有座位。旅客：好的。职员：现在我已经得到答复了，他们的航班还有座位。旅客：太好了。我还想在 12 月 24 日回来。职员：我认为您回程的座位应该是没有什么问题的，请稍等。旅客：好的。职员：现在已经什么都订妥了。请问您是刷卡还是付现金? 旅客：刷卡。谢谢!DIALOGUE 10: CHANGE OF CARRIERS: Good morning, Sir! Can I help you?P
32、: Yes, please. We are members of an American delegation, attending the 29th Olympic Games. We have bought tickets from Beijing to Hangzhou by Air China, but one of the members has a ticket issued by China Eastern Airlines. Is it possible to change his ticket to your Airline?S: Let me have a look at
33、the ticket please. P: Here you are.S: The ticket shows that he should fly to Hangzhou by China Eastern Airlines. If he wants to change to our airline, he needs to go to the China Eastern Airlines Ticket Office. They will do it for him or they will give him the approval to do it. Without their permis
34、sion, we cannot change his tickets.P: Where is the China Eastern Ticket Office? S: It is near the coffee shop over there.P: Ok, thanks. I will be back soon. S: See you later.对话 10：变更承运人职员：先生，早上好!有什么可以帮您吗?旅客：我们是参加 29 届奥运会的美国代表团，我们购买了国航前往杭州的机票。但是我们团中的一名运动员买的是东方航空前往杭州的机票，我想问一下有没有可能将他的机票签转到国航来呢?职员：我看一下机
35、票。旅客：给你。职员：机票显示他应该是乘坐东方航空公司飞往杭州。如果他想签转到我们的航空公司的航班上，那它必须去东方航空公司去办理。他们会在那里给他做一个签转手续。如果没有他们的同意，我们是无权为您办理的。旅客：东方航空公司的售票处在哪里? 职员：就在那边的咖啡厅附近。旅客：好的，谢谢!回头儿见。职员：待会儿见。DIALOGUE 11t CHANGE OF SEAT OF CLASSP: Excuse me, I would like to know if there is any seat available in first class in flight CA981 which leav
36、es for New York tomorrow. I have just finished my gymnastics event, I originally booked the economy class and now I wonder if it s possible to upgrade.S: Let me see. It still has some first class seats left. P: Good. So, could you help me to upgrade now?S: Give me your ticket, please. We have to cha
37、rge you about RMB3000 Yuan for upgrading from economy class to first class. How will you pay, by cash or credit card?P: Credit card.S: OK, wait a moment please. Here you are the ticket and the receipt. P: Thanks a lot! Good-bye!对话 11：变更舱位等级旅客：抱歉。我想请问一下明天飞纽约的CA981 航班还有头等舱的座位吗?我刚刚参加完奥运体操比赛。我原来订的是经济舱的座
38、位，我想升为头等舱。职员：我看一下，还有头等舱的座位。旅客：太好了。那么你现在能帮我办理升舱手续吗?职员：请您把机票给我，从经济舱升至头等舱你需要支付3000 元人民币。请问您是刷卡还是付现金?旅客：刷卡。职员：好的。请稍等。给您机票和收据。旅客：谢谢!再见!DIALOGUE 12: RUFUNDING ONE S TICKETP: Excuse me, Miss.S: What can I do for you, Sir?P: I have purchased a ticket on Flight MUS140 flying to Qingdao at 16:00, but I have t
39、old that the flight has been delayed due to mechanical troubles, so I would like to get my money back here.S: I am sorry to hear that. First of all, I have to say sorry about the inconvenience caused by the delay of our company. Could you show me your ticket, please?P: Here you are ! I am a gymnasti
40、cs judge. I have to judge a competition in Qingdao this evening. Since you don t have another flight, I have to find other ways to get there.S: I feel so sorry again. But I am afraid I cant give your money back now. According to the regulations about the ticket, I am afraid you have to go back to yo
41、ur original booking office to get your money back.P: Oh, that s very inconvenient for me. But, OK, I have got it.对话 12：办理退票旅客：小姐。你好! 职员：您好!先生!旅客：我购买了一张东方航空 5140 航班飞往青岛的机票，但是我刚刚被告知航班由于机械故障而延误了，所以我想把这张机票退掉。职员：我很抱歉，首先我为航班延误给您带来的不便表示道歉，还有麻烦您出示一下您的机票。旅客：给你。我是一名奥运体操裁判，今天晚上我要在青岛执法一场体操赛事，所以我必须按时到达。由于你们也没有飞机可以调配，所以我准备换乘别的交通工具去青岛。职员：我再一次的表示道歉，但是由于票务规定，我不能在这里直接给您办理退款手续， 您只能回到原购票地点去办理退款手续。旅客：哦，那真是太不方便了。好了，我知道了。
