民航乘务英语口语教程-1

民航服务英语口语民航服务英语口语CONVERSATIONALENGLISHFORAIRLINE PASSENGERSERVICECall-center2008.8务ContentsUnit One Flight Information(航班务务) (3)Lesson One Flight Information(航班务务) (3)Lesson Two Travel Inquiry(航空旅游务务) (5)Lesson Three Documents(旅行文件) (6)Lesson Four Direct and Connecting Flights(直航班务程航班达与) (8)Unit Two Airline Reservations(务票) (9)Lesson One Reservations(务票) (9)Lesson Two Onward Reservations(务务程票) (10)Lesson Three Reservation Change(务票改务) (12)Lesson Four Delay and Cancellation(延务取消与) (13)Lesson Five Standby(候务) (14)Unit Three Ticketing and Fares(出票票价与) (16)Lesson One Ticketing(出票) (16)Lesson Two Fares and Means of Payments(票价支付方式与) (17)Lesson Three Lost Ticket and Refund(机票务失退票与) (18)Unit Four Reconfirmation(再务务) (19)Unit Five Check In(务理登机手务) (20)Lesson One Normal Check-in(务理登机手务) (20)Lesson Two Ticket and Passport(机票务照与) (22)Lesson Three Seat Preference and Baggage(座位务务行李与) (23)Lesson Four At the Check-in Counter(在行李交台运柜) (24)Unit Six At the Information Counter(在务务务) (25)Lesson One Passenger List(旅客务务) (25)Lesson Two At the Information Counter(在务务务) (26)Unit Seven Arrivals(到达) (28)Lesson One Transit Passengers(务境旅客) (28)Lesson Two Baggage Handling(行李务理) (29)Unit Eight Hotel and Ground Transportation(旅务地面交通与) (30)Lesson One Hotel(旅务) (30)Lesson Two Ground Transportation(地面交通) (31)Unit Nine A Charter Flight(包机) (33)Unit One Flight InformationLesson OneFlight InformationNotes1.How are you doing? 你好务,务是一句务候务。

1．早上好/下午好/晚上好,欢迎登机Good morning/Good afternoon/ Good evening. Welcome aboard2 您的座位号标在行李架边缘;Boeing机型Your seat number is indicated on the overhead compartment.5．需要我帮您摆放行李吗May I help you with your bag6．If there's anything we can do for you, just press the call button. 10．我是本次航班乘务长/乘务员XXX,如有任何需要,您可以随时联系我;I’m the purser of this fligh t. My name is xxx.If there is anything I can do for you, please call me. 11．对不起,恐怕我的英文不太好,您能否说慢一点Sorry, My English is poor / isn’t very well. Could you please speak more slowly15．先生,您想要点什么What would you like to eat/ drink, sir19．先生,您需要面包吗Sir, Would you care for some bread20．先生,需要来点水果吗Excuse me, sir. Would you care for some fruit您想在饮料里加点冰块吗Would you like some ice in your drink 25．这是您的耳机,先生/女士;Here is your earphone,sir/ madam. 26．您喜欢就好,我很高兴;I’m very glad that you liked it. 30．飞机要起飞/下降了,请系好安全带,收起座椅靠背、小桌板和脚踏板,打开遮光板;We will be taking off/ descending. Please fasten your seat belt, bring your seat back, table and footrest to an upright position. Please open the windowWould you please return to your seat and fasten your seat belt now34．安全带信号灯熄灭后您就可以使用洗手间了You may use the lavatory after the “fasten seat belt” sign goes off. 35．请尽快对号入座;Excuse me, madam. You may hold your baby outside the seat belt,. That would be more comfortable for your baby.39．请小心,外面在下雨,路面很滑;Please watch your step. It's raining and very slippery outside. 40．我们对本次延误深表歉意;如果有进一步的消息,我们会立即通知您的;43．大约十分钟后,我们将到达北京首都国际机场;当地时间是晚间8：10;We'll arrive at Beijing Capital International Airport in ten minutes. The local time is 8:10 p.m.44．我们将在这里过夜,不过您不用担心,我们将为每位旅客提供免费住宿;现在请拿好随Your checked luggage may be claimed in the terminal.47．如果您继续随我们航班飞行,请从地面人员那里换取登机牌,在候机楼等待登机;If you continue the flight with us, please obtain your boarding pass from our ground staff and wait for departure in the terminal.48．The cabin is currently warmer than normal because the air conditioning system doesn’t work well before take-off.51．很抱歉音频/视频系统出故障了,对因此带来的不便我们十分抱歉;There’s som ething wrong with the audio/video system. We apologize for this inconvenience.52．洗手间里有为婴儿换尿布的设备;There are nappy-changing facilities in the lavatory.56．您很容易在候机楼外面叫到出租汽车;You can take a taxi easily outside the terminal building.57.If you need to transfer here, please go to the transfer counter on the second floor and put through the formalities.61.马上系好安全带;由于发动机出了毛病,飞机将做紧急迫降;Please fasten your seat belts immediately. The plane has to make an emergency landing because of an engine failure.紧迫用力；Brace 3 times66．防冲撞/保持防冲撞姿势；Brace for impact. / remain in brace position. 67．Open your seat belt and don’t move.71.这边来；Come this way.72.一个接一个；Don’t carry your baggage./ Leave your baggage on board.76.保持镇静/不要惊慌；Keep calm./ Don’t panic.77.向前走/向对面走/向后走；81.穿上救生衣；Put on your life vest.82.请给救生衣充气；Inflate your life vest.86.上船/艇；Get on the rafts / boats.87.希望您在北京玩得开心;Have a nice stay in Beijing.对不起,我们不提供烈酒;Sorry, but we don’t serve spirits.92.对不起,这个座位我们开了重号,您不介意坐其他座位吧I'm sorry, sir/ madam. The seat has been double booked. Would you mind taking another seatWould you have your dessert now or later96.您想要哪种咖啡清咖啡,还是奶咖啡How would you like your coffee, black or white 97.您点的茶要浓一点还是淡一点101.需要使用拖鞋吗May I bring you the slippersSection 3: Dialogues1 ——serve the passengers 对所有旅客服务1．旅客：您说英语吗PAX: Where is my seat, MissCA: May I see your boarding pass, please Your seat number is 4A. Please take this aisle to the fourth row. The number is indicated on the overhead compartment.3．旅客：您能告诉我洗手间在哪儿吗乘务员：洗手间在客舱的前部和后部;5．经济舱旅客：能来一杯红酒吗乘务员：对不起女士,我们只为头等舱提供酒类服务;PAX : May I have a glass of wineCA: Sorry, Madam. But we provide bar service only to the first class.旅客：谢谢提醒;CA: Please keep the valuables by yourself.PAX: Thank you for reminding me.7．乘务员：恐怕您不能把行李放在紧急出口座椅的空位上;乘务员：头等舱、公务舱和经济舱的免费行李额分别是40公斤,30公斤,20公斤,手提行李的限额是5公斤;PAX：Excuse me, Miss. What’s the standard Free Luggage Allowance for each class and the maximum weight allowed for any piece of carry-on luggagePAX: Yes, Thank you. / No, thanks.10．旅客：我们要飞多久乘务员：我们的空中飞行时间为3小时; PAX: How long does our flight take乘务员：我们的飞行速度为每小时950公里; PAX: What is the speed of our planeCA: It's nine hundred and fifty kilometers an hour.13.旅客：这个城市离机场有多远CA: We are flying over Xi’an / the Yellow River/ the Hua shan Mountain. 15．旅客：首尔天气怎么样乘务员：根据最新的天气报告,首尔正在下雨; What is the weather like in Seoul乘务员：好的,给您;PAX：Coke, please.CA： Would you like some ice in itPAX: With ice, please.CA: Sorry, sir.① We are out of pineapple juice. Would you like something else②I'm afraid we don't have that on board. Would you like something elsePAX: No, thanks.18．旅客：今天飞机上提供正餐吗CA： I'm sorry for the mistake. I'll fit it for you at once. Please wait a moment.20．乘务员: 您想再来点茶吗旅客: ①好的,谢谢.②不用,谢谢.②您梢等,我去厨房看看有没有……..对不起,先生,我们航班没有配备素食餐,我们有水果和甜点,您想来点儿吗旅客：好的,谢谢你;CA: We have fish rice and beef noodles. Which would you like PAX: Do you have a vegetarian meal for me②我们正在等待几位旅客登机;PAX: Why don’t we take offCA: ①We are waiting for the take-off clearance.②We are waiting for a few passengers to join us. 23．CA: ①Ok, just a minute,I’ll get it for you.②Sorry, the blankets have been given out.25．旅客：我要一杯茶都问了三次了,我还要等多久乘务员：哦,实在对不起,我马上给您去拿;to wake you. What would you like to drink 27．经济舱旅客：我能坐在第一排吗后面座位太窄了;乘务员：好吧;/ 对不起,第一排满座,您先按座位号坐,我再帮您安排; 经济舱旅客：真谢谢您;CA： Would you please take the assigned seat for the time being I'll try to arrange.②乘务员: 是吗但现在恐怕不行,旅客还未全部上飞机;起飞前您先坐这儿好吗起飞后我尽量帮您安排;I see. But I’m afraid not now because all the passengers are not on board yet. WouldPAX: All right.②乘务员：如果您感到恶心想吐,请使用您前方座位口袋里的晕机袋;我这就去给您拿热毛巾和水;我很快就回来;旅客：十分感谢;CA: If you are to vomit, please use the airsickness bag in the seat pocket in乘务员：为您提供优质服务是我们的职责;CA: Are you feeling betterPAX: I’m afraid not.CA: We have some vacant seats in the rear of the cabin. I'll lift up the armrest for you to lie down. You’ll feel better after a nap.31.旅客：请问有机上娱乐节目的菜单吗乘务员：有的,给您;我们有流行音乐、轻音乐、古典音乐、民乐和其他频道；电影在7频道;PAX: Do you have the in-flight entertainment programs list /CA: Ok, let me see if there is a vacant seat there.⑵①乘务员：对不起,先生;头等舱已经没有空位了;②头等舱还有一个空位;请随我来,先办理一下升舱手续;头等舱的票价是____,普通舱的票价是____,因此,您升舱还得付_____;我们只收现金;CA: ①Sorry, sir. I’m afraid we can’t upgrade to the first class because thereCA: I'm sorry to hear that, Madam. When and where do you think you lost your handbag/ document Are you sure you lost it in the cabin⑵旅客：我也不大清楚我是在哪儿丢的;乘务员：您能告诉我一些具体信息吗PAX : I’m not sure.CA: We will make an announcement about that. We'll contact you later.⑸乘务员：对不起,我们没有找到;您别着急,留下您的姓名、地址、电话号码和有关您手提包的详细情况;一旦有消息,我们立即通知您;CA: Sorry,we haven’t found it on board. Please write down yourname, address,phone number and a detailed description of your bag. If we get it,we will contact you as soon possible.;②北京比纽约早十三个小时;PAX: Excuse me. Could you tell me the time difference between Beijing and Seoul / New YorkCA: ① Beijing is one hour behind Seoul.PAX: ① Thank you.② No,thanks. I’d like some fruits for my baby.2乘务员：①您可以跟我到厨房,为您的孩子挑选餐食;②好的,马上就来;CA: When you arrive at the destination airport,you can identify your baggage from the baggage claim area in the terminal.38．旅客：您好,我来自挪威;我下一个航班是北京到西安的HU7237 航班,您能告诉我怎么办理转机手续吗乘务员：您得先到国际厅办理入境手续;然后再到国内出发厅赶乘您的航班;国内出发乘务员：我不敢肯定;您最好去大厅问讯处问一下,他们会帮助您的;PAX: How can I get to ____CA: I'm not quite sure. You'd better consult at the information counter in the Arrival Lobby. They'll be able to help you.40．他会RMB.②You can take a taxi outside the terminal. But I'd suggest you taking the airport shuttle bus to the downtown. It is much cheaper.41．旅客：现在几点了乘务员：现在凌晨12：20;PAX: ①What’s the date today ②What day is todayCA: ①It’s April the 17th.②It’s Tuesday.43．CA: It’s 10:20 p.m.③旅客：那我们什么时候抵达天津呢乘务员：大概在晚上11点40吧;PAX：好吧;您看,现在已经很晚了,我怎么才能从天津返回北京呢CA:I’m really sorry. But we will arrange your accommodation. And tomorrow morning, we will also arrange buses for the passengers to get back to Beijing.PAX: O.k. That sounds reasonable.。

Part One : Self-introductionGood morning, class! I am very happy to see all of you at the beginning of this term. From now on, I will be your oral English teacher. That is my great honor! Actually, I should say I don’t think my duty is to offer you large amount of information. I am just a guide to help you improve your listening and speaking.Of course, first of all, I will give you a short introduction of myself. My name is written like this-余姜玮.Just like a boy’s name, right You can also call me sammi. You can see, I am still young lady, righ And we are all young people, I can communicate with you easily for there are not many generation gaps between us. Right Although I am young, I am not a green hand for teaching. I have several year teaching experience in different courses. My bachelor degree is about English education and my master’s degree is about Second language acquisition. To be your English teacher is my great honor. I hope we can get along well with each other, and make progress together.Ok. who is monitor And who is in charge of this courseWell, during the 10-minute break, I will ask you for the name list and the ways of contact.By the way, I ‘d like to divide the whole class into several groups according to your rooms, that means your roommates will be your group mates. Because there will be some group works during the activities. It needs you to study together and to learn how to cooperate with your group mates.……Now. You have your roommates. There is the first task of this term. I will give you 15 minutes for you to discuss about what you want in this class. And after 15 minutes, every group will choose one of your members to present your group ideas. Before presenting, you’d better first introduce yourself briefly. When presenting, you’d better list requirements on the blackboard to let all of us see more clearly.What do you think of this bookWhat is your expectation of this courseDo you have any suggestions for this course or for meIn this way, I hope I can let you know you do be the hosts of the class, but not me, the teacher. Once again, I should mention that, as a teacher, I am just the guide to help you. You, everybody is the center.……Ok. Thank you so much for giving me so many requirements. I will arrange them and make my efforts to satisfy you.Do you have any New Term Resolutions(When you want to do sth or at the beginning of a term or a year, you should have a plan in your mind. That will remind you what you should do during the whole term or during the whole year.)1.sleep and get up regularly everyday2.learn to cook3. read more good books4.find a dream job5.get the scholarship6.travel sp./ have a trip once a year民航乘务英语会话Lecture 1 IntroductionI 接待客人的四种基本英语会话句型May I ~ (我可以~ 吗)Could you ~ (我可以~ 吗)Would you ~ (您愿意 ~ 吗)Shall I ~ (我可以 ~ 吗)1.自己想做某事时，用 May I ~May I have your name, please 请问贵姓May I have your check-out time, please 请问您什么时候要结账退房May I see your passport, please 请让我看看您的护照，好吗May I know your nationality, please 请问您的国籍2.有求于客人时，用Could you ~Could you fill out the form, please请填写这张表格好吗Could you write that down, please 请写下来好吗Could you draft the telegram, please 请拟好电报的草稿好吗Could you hold the line, please 请不要挂断电话好吗3.询问客人的喜好或意愿时，用Would you ~Would you like + N.Would you like + to do sth.Would you mind + doing sth.Eg: Would you like tea or coffee 你要茶还是咖啡Would you like to take a taxi 您要不要搭计程车Would you mind filling out this form您介意填这张表吗疑问词 + would you like to do sth.疑问词 + would you do sth.（用于询问客人的希望）Eg: When would you like to have dinner您想何时用餐Where would you like to have dinner您想在哪里用餐Who would you like to contact 您想和谁联络Why would you like to visit Wuhan 您为什么想游览武汉Which kind of room would you prefer 您喜欢哪一种房间How would you like to settle your bill 您想用什么方式付账How long would you like to stay 您要停留多久4.提供建议或者服务给客人的时候，用Shall I ~ / Would you like me to do ~ Shall I make the resercation for you要我替您订房间吗Shall I open/ draw the curtains要我把窗帘打开/拉上吗Shall I draw you a map要我画张地图给您吗II 打招呼Good morning, ~ . （早上好）Good afternoon, ~ . （下午好，12时以后）Good evening, ~ . （下午6时以后）Eg: Good afternoon, sir. Welcome to Yangtze Hotel.Good evening, madam. May I help youGood morning, sir. Are you checking out先生，早安，您要结账吗在电话的对答中，可以在后面直接加上公司名或部门名称，如：Good morning, sir. This is Air China Booking Office. May I help youIII 回答1.肯定的回答在与客人对话的过程中，有时候必须随声附和表示认同：I see, sir.有时候必须确认客人所说的话：Certainly, sir.2.要拒绝客人所求时，在没有办法符合客人的要求，而想加以拒绝的时候，不可以直接说 No, 而应该用以下的说法，并在其后加上理由说明。

乘务员与旅客对话英语版作为一名旅客，登机期间和乘务员之间有什么样的英文对话呢?下面是店铺给大家整理了乘务员与旅客英语对话，供大家参阅!乘务员与旅客英语对话11、您好，欢迎您乘坐国航航班!Good morning(afternoon，evening).Welcome aboard Air China.2、您好，欢迎您乘坐星空联盟成员国航航班!Welcome aboard Air China，a member of Star Alliance.3、晚上好!请您出示登机牌。

Good morning(afternoon，evening).May I have a look at you boarding pass?4、____先生/女士，请用毛巾。

Mr./Ms.____，may I offer you the hot towel?5、____先生/女士，我们为您准备了橙汁、矿泉水和香槟酒，请问您喜欢哪一种?Mr./Ms.____，we have prepared orange juice ，mineral water and champagne fou you.Which one would you like?6、____先生/女士，您需要换一下拖鞋吗，这样会舒服些。

Mr./Ms.____，would you like to put on slippers? It will make you more comfortable.7、____先生/女士，需要品尝一下香槟吗?我们配备的是卡迪亚香槟。

Mr./Ms.____，would you like to try the champagne?We’ve got Cartier.8、天气比较冷，您需要一杯热茶吗?It’s quite cold.Would you like a cup of hot tea?乘务员与旅客英语对话2座位Seating1、您好，请从这边通道往前走。

民航实用英语口语Topic1、I'll take care of it. 中文:我来办这件事。

Topic2、May I try it on?中文:我能试穿一下吗,Topic3、I didn't mean to.中文:我不是故意的。

Topic4、Better late than never. 中文:迟到总比不做好。

Topic5、Take your time.中文:慢慢来。

Topic6、I'm easy to please. 中文:我很随和。

Topic7、Keep your fingers crossed. 中文:为成功祈祷吧。

Topic8、First come, first served. 中文:捷足先登。

Topic9、It's up in the air. 中文:尚未决定。

Topic10、It's a piece of cake. 中文:这很容易。

Topic11、Let's get to the point. 中文:让我们言归正传。

Topic12、It won't work.中文:行不通。

Topic13、I'll take your advice. 中文:我接受你的忠告。

Topic14、Don't worry about it. 中文:别担心。

Topic15、It won't take much time. 中文:不会花很多时间。

Topic16、It's only a matter of time. 中文:这只是时间问题。

Topic17、Are you married?中文:你结婚了吗,Topic18、That couldn't be better. 中文:那再好不过了。

Topic19、Come in and make yourself at home.中文:请进，别客户。

出租车驾驶员从业资格考试出租车理论考试题Topic20、Can I help?中文:要我帮忙吗,Topic21、It drives me crazy. 中文:它使我快要发疯了。