民航服务英语(空中乘务）

周红、罗柳萍、曾妮

目录

  • 1 第一单元：航班飞行前准备（Pre-flight briefing）
    • 1.1 认识同事(Meeting colleagues)
    • 1.2 了解航班信息(Finding out about the flight
    • 1.3 案例学习（Case study - A day in the life）
    • 1.4 单元测评（Unit assessment）
  • 2 第二单元 ： 欢迎登机（ Welcome on board）
    • 2.1 欢迎乘客（ Welcoming passengers）
    • 2.2 安排座位（Settling passengses in their seats）
    • 2.3 安全演示，起飞前检查（ Demonstrating safety procedures and checking before take-off）
    • 2.4 案例学习（Case study - Bags in the bin）
    • 2.5 单元测评（Unit assessment）
  • 3 第三单元: 飞机起飞进入平飞(After take-off and into the flight)
    • 3.1 第一次广播（The first announcement）
    • 3.2 开始服务（Getting started）
    • 3.3 安置乘客（Helping to settle the passengers）
    • 3.4 案例学习(Case study- Flying with children
    • 3.5 单元测评（Unit assessment）
  • 4 第四单元：机上餐饮服务（Food and drinks）
    • 4.1 学习指南（Learning Guidance）
    • 4.2 选餐（Giving a choice）
    • 4.3 饮品服务（Serving drinks）
    • 4.4 免税品销售（Duty -free sales）
    • 4.5 案例学习（Case study -Airline food... your thought）
    • 4.6 单元测评（Unit assessment）
  • 5 第五单元: 机上乘客问题（ Minor passenger problems）
    • 5.1 确认问题（Identifying passenger problems）
    • 5.2 处理问题（Dealing with problems）
    • 5.3 赔礼道歉（Saying sorry）
    • 5.4 案例学习(Case study - Pickpocket strikes on flight from Tokyo to Paris）
    • 5.5 单元测评(Unit assessment)
  • 6 第六单元::机上有医生吗？（Is there a doctor on board?）
    • 6.1 处理小事故（Dealing with an on-board accident）
    • 6.2 处理重大疾病（ Dealing with a serious medical incident）
    • 6.3 上报旅客病情（Reporting a medical incident）
    • 6.4 案例学习（Case study - Is there a doctor on board?）
    • 6.5 单元测评（Unit assessment）
  • 7 第七单元::紧急事故（In-flight emergency）
    • 7.1 责任担当（ Taking charge in an emergency）
    • 7.2 紧急疏散（Preparing for an emergency evacuation）
    • 7.3 疏散报告（ Reporting an evacuation ）
    • 7.4 案例学习（Case study - Crew's response to take-off incident criticized）
    • 7.5 单元测评（Unit assessment）
  • 8 第八单元: 滋事乘客及投诉（ Complaints and disruptive passengers）
    • 8.1 回应乘客的投诉（Responding to passenger complaints）
    • 8.2 处理对其他乘客的投诉（Dealing with complaintes about other passengers）
    • 8.3 应对滋事乘客（ Managing disruptive passengers）
    • 8.4 案例学习（Case study- unruly and disruptive behavoour）
    • 8.5 单元测评（Unit assessment ）
  • 9 课程介绍（Introduction）
    • 9.1 课程标准
    • 9.2 说课PPT（Course presentation）
    • 9.3 课程考核方案及进度表（Assessment plan)）
    • 9.4 微课（Weclass）
    • 9.5 习题-客舱服务视频（Videos)）
    • 9.6 习题-客舱广播词（Announcements）
    • 9.7 习题-民航服务英语100句（Useful sentences)）
    • 9.8 习题-B 级听力测试（Level B Listening Test）
    • 9.9 学习工具（Useful apps）
    • 9.10 学习方法（learning approaches）
    • 9.11 民航服务英语（一）口语测试
    • 9.12 民航服务英语（二）口语测试
    • 9.13 求职面试
单元测评(Unit assessment)

Terminology  术语

transit                        n.  中转

divert                      vt/vi. 改变航向

storm                          n. 暴风雨，暴风雪

thunderstorm                    n. 雷暴雷雨

turbulence                      n. 颠簸

visibility                        n. 能见度

head wind                         顶风

tail wind                           顺风

Text

Flying in the air is always an exciting andunforgettable experience, but sometimes this experience is remembered in anegative way. The flight schedules are sometimes disrupted by various reasons,such as unfavorable weather conditions, mechanical problems,  sick passengers on board, or landing at analternate airport.

 

When unforeseen1problems occur before passengers' boarding, that is, when the passengers arestill on the ground at the airport, whether the flight is delayed or canceled,the airlines will try every possible means to notify2 passengers of the situation in a timely andaccurate manner. They usually communicate the information via the public address system3 every 15minutes. When the flight has caused a missed connection creating an overnightstay for the passengers, almost all airlines will provide one night's lodgingin the airport hotels or hotels in the downtown areas. In the event of a flightcancellation, the airlines will have to re-accommodate customers on the next

flight, providing4the space is available. According to the type of ticket purchased and reasonfor the flight irregularity, some airlines will normally rebook passengers onother airlines for the cancellation and alternatives available.

If the problems happen after boarding, the cabinattendants must get an explanation from the captain and pass the information onto the passengers. In less severe conditions, the take-off may take place onschedule, so the passengers may need to remain on board. If time permits, thecabin attendants will provide a limited beverage service to passengers so as topacify their anxiety and fury. In the cases when the passengers need todeplane, all carry-on baggage and personal property must be removed from thecabin. It is very rare , but occasionally flights do get diverted to alternatedestinations . In this case the pilots or cabin attendants will advise thepassengers of the reason for the diversion . At the same time the cabinattendants must be ready to deal with passengers troubled by this unexpectedchange...

Dialogues

l.  ( The flight is delayed because of the late  boarding of several passengers. )

PAX: Excuse me, Miss. What is the hold-up? We should have left by now, shouldn't we?

CA:  We are waiting for a few more passengers to come on board, because the Customs area was very crowded just now.

PAX: I hope it won't take long.

CA:  We will be leaving as soon as boarding is completed.

PAX: How long does it take us to fly to our destination?

CA: Usually I hour and 40 minutes if everything goes on smoothly.

乘客：对不起，小姐，请问是出了什么问题了吗？我们不是应该要离开了吗？

乘务员：出于刚才办理海关手续的地方有些拥挤，还有几名乘客未登机，我们正在等待。

乘客：我希望这不会耽搁太久.

乘务员：只要乘客登机完毕我们就离开.

乘客：到目的地需要飞行多久？

乘务员：如果一切顺利的话需要飞行1个小时40分钟. 

2.  (The flight is delayed due to unfavourable weather conditions at destination airport. )

PAX: We have already been waiting here for quite sometime. Why can't we take off?

CA:  I'm sorry to tell you that our flight is delayed due to bad weather conditions.

PAX: But there is only slight haze outside.

CA:  Well, the latest weather report says the surface visibility for landing is still limited at our destination airport.

PAX:  How long dowe have to wait?

CA:   We will be leaving as soon as we receive clearance from the air traffic control tower .

PAX :  How irritating !

乘客：我们已经等待了一段时间。为什么我们还不能起飞？

乘务员：很遗憾我们的航班因为天气原因推迟起飞时间。

乘客：可外面只是有轻微雾霾

乘务员：最新的天气报告表明我们目的地的地表能见度仍然很有限

乘客：我们需要等多久？

乘务员：只要得到塔台的放行许可就起飞

乘客：真伤脑筋.

3. (The passengers are asked to get off the plane before take-off. )

PAX: What's happened? Why are they getting off the plane with their baggage? The take-off doesn't occur.

CA:  I suppose you didn't hear the announcement just now.

PAX:  I heard the chime, but I could not hear the announcement clearly. I am hard of hearing.

CA:   We can't locate the personal belongings of two no-show passengers. So everyone is asked to get off with their carry-onarticles and proceed to the terminal to claim their checked baggage if they have any. Then the traffic officers can sort their bags out and leave them behind.

PAX :  This is really weird .

乘客：出了什么事？为什么他们带着行李离开飞机？飞机还没起飞。

乘务员：我想您没听到刚才的广播

乘客：我听到了一个声响，但是我没听到广播。我耳朵不好。

乘务员：我们无法确定两位还没登机乘客的私人随身物品。所以所有乘客被要求带着他们的随机行李下飞机并到候机楼提取已经登记的行李，如果他们有的话。这样机场的人员可以将他们的行李区分并让他们走出来。

乘客：真是奇怪

4. (A passenger is trying to adjust the airflow above his head. )

PAX: Excuse me, Miss. The strong airflow above there makes me feel uncomfortable. Can you help me adjust it?

CA:  No problem.Do you want me to turn down the airflow or to shut it off completely?

PAX: Shut it off, please. How do you do that?

CA:  That's easy.Just turn this knob tightly to the right. There you are.

PAX:  I was trying to find some buttons for it .How ridiculous!

CA:   Ha-ha! If you need any more help, please press this button to call service, and one of us will come to you immediately .

PAX: Thank you. You've been very helpful.

乘  客：打扰一下女士。上面的空调太冷了，让我感到不舒服。你能帮我调节下吗？

乘务员：没问题。你想让我调小一点，还是全部关掉呢？

乘  客：关闭吧。怎么关掉呢？

乘务员：很简单。就是把这按钮向右转。就是这样。

乘  客：我刚刚还试着找一些开关来控制它。太愚蠢了。

乘务员：哈哈。如果你还需要更多帮助，请按这个按钮。我们的乘务员会很快过来的。

乘  客：谢谢。

5.  (A passenger has just lost an earring. )

CA:   Did you press the call button?

PAX :  Yes, I did.I seem to have lost one of my earrings . I can't find it anywhere .

CA:    I'll look under your seat. meanwhile. would you mind looking in your handbag and pockets again?

PAX:  It's definitely not there. What shall I do? It was a present from my husband and it's quite valuable .

CA:  We'll ask our ground staff to make a thorough search of the cabin when we arrive at our destination.

PAX: How can I get it back? Shall I leave you my name and telephone number?

CA:  Yes, and a description of the earring as well. Our ground staff will contact you if they find it.

乘务员：请问你按了呼叫按钮吗？

乘  客：是的，我按了。我好像把我的耳环弄丢了。我现在到处找都找不到了。

乘务员：我会检查你的座位下面。同时，麻烦你可以再次检查你的手提包和口袋吗？

乘  客：肯定不那里了。我该怎么办？这是我丈夫送我的一个礼物，非常的珍贵。

乘务员：当我们到达目的地后我会让我们地面人员彻底检查客舱。

乘  客：我怎样才能取回呢？需要我留下我的名字和电话号码吗？

乘务员：是的，并且需要你描述下你的耳环与样子。如果地面服务人员找到您的耳环的话会和您联络

6.  (A transit passenger is wondering what to do with his checked baggage. )

CA :   Can I help you?

PAX:  Yes, please.You see I'm a transit passenger. I have a connecting flight to Changchun after we land here at Beijing airport. I wonder if I have to claim my checked baggage when I get off at the transit airport?

CA:   Generally speaking, you don't have to because our airline provides interline baggage transfer service for transit passengers.But I suggest you check with the inquiry counter for detailed information.

PAX :  By the way,I have an open ticket back to my country. How many days before I return do I have to reconfirm my seat reservation?

CA:   Usually 72 hours prior to your return. You can get help from the airline Booking Office in downtown area.

PAX:  Thank you so much for your service.

乘务员：有什么需要帮忙的吗？

乘客：确实需要你的帮忙。我是一个中转旅客。我到达北京机场后要转机到长春。我想知道当我到达转机机场后需要去提取我的行李吗？

乘务员：大致来讲，不需要了。因为航空公司为中转旅客提供行李的联程服务。但是我建议你还是可以向咨询台核对一些细节信息。

乘客：随便我再咨询一下，我有一张不定期客票回国。我需要提前多少天来重新确认我的航班和座位。

乘务员：通常都是在你回程前的72小时内。你可以从市中心的售票处得到更多帮助。

乘  客：非常感谢你的帮助。

Glossary

negative                                     adj. 否定的，负面的

disrupt                                       vt. 使陷于混乱

unforeseen                                   adj.无法预料的

timely                                      adj.及时的实施，适时的

lodging                                      n. 寄宿，住房

providing                                   conj. 倘若

pacify                                       vt.安慰，抚慰

anxiety                                      n. 焦虑，忧虑

fury                                         n. 愤怒，狂怒

deplane                                     vi. 下飞机

property                                      n. 财物，所有物

hold-up                                      n. 阻碍

haze                                          n. 薄雾

clearance                                      n. 放行许可

ridiculous                                    adi.可笑的，荒谬的

description                                     n. 描述

interline                                      adj．航空公司之间的

 Notes

1．unforeseen

  无法预料的。

u  fore-可用作前缀表示“在前，在先”，例：foretell,forefather, forearm. forehead

等；un-是表示否定的前缀，例：unhappy,unable, uncountable等。

2．notify

u  通知，告知，通告。常用的介词搭配是notifysb. of sth．。例：The ground

attendants notify all the outgoing passengers of theexact take-off time.

3. public address system

u  公共广播系统。

4．providing

u  连词，意为“倘若，假如”。相同词义的还有provided或providedthat。