民航服务英语演示教学

2.Excuse me, sir. This is the crew seat. Would you please
return to your assigned seat
?
3.Hello,sir,this is an emergency exit ,so no bags are allowed on the floor. Would
民航客舱服务英语综合教程
Section 2 Conversations
Dialogue 1 Emergency Exit Briefing Listen , Repeat and Act
CA: Excuse me, madam, you are sitting near to the emergency exit. According to Civil Aviation Administration of China regulations, you are required to read this safety instruction leaflet carefully. Please do not touch the exit control handle except in an emergency. If this takes place, please help us open the emergency exit and help the
in the closet ?
民航客舱服务英语综合教程
Section 2 Conversations
Dialogue 1 Emergency Exit Briefing Useful Expressions
• emergency exit 紧急出口 •Civil Aviation Administration of China中国民航总 局 •instruction leaflet 说明手册 • control handle 控制手柄 •evacuate the aircraft 紧急撤离飞机

中国国际航空公司的代码
CZ3151
由深圳至北京航班,由南方航空公司承运的去程航班
MU508
由东京飞往北京 , 是中国东方航空公司承运的回程航班
Section1 Ground Service
Unit1 Ticket Service
Part 1 Listening
1. Inquiry
A: Good morning. May I help you ？
公司的基地所在地区 , 第二位代表航班基地外终点所在地区 , 其中数字 1 ：华北，2 ：西北，3 ：华南，4 ：西南，5 ：华东， 6 ：东北，8 ：厦门，9 ：新疆 , 第三、第四位表示航班的序号 , 单数表示由基地出发向外飞的航班 , 双数表示飞回基地的回程 航班。
例如：CA1206
末位 6 是双数, 表示该航班为回程航班 06 为航班序号, 西北, 西安属西北地区 华北地区, 国航的基地在北京
➢ Learn how to refund tickets for passengers. ➢Learn how to reschedule for passengers.
如何看懂航班号的含义
编排是由航空公司的二字代码加+4 位数字组成 , 航空公司二字代码由国际航协统一分配。后面四位数字的第一位代表航空
way to Tokyo. Is that correct? P: Yes. Thank you.
Section1 Ground Service
Part 2 Dialogues
2. Telephone Confirmation
Unit1 Ticket Service
G=groundstaff
P = passenger
G: It’s my pleasure.

添加相关标题文字
Task C
添加相关标题文字
Activity 2 Task B Related picture
Describe the picture with the words and expressions below .
Activity 2 (Task C)
1.托运行李 • 2. 免费行李限额 • 3.头等舱票 • 4.超重行李 • 5.一件行李 • 6.超重行李费 • 7.窗口位/过道位 • 8.传送带 • 9.放在称上 • 10.非吸烟区 • 11.网上值机 • 12. 行李牌 •
Thank you.
Annoucements
英 [ɪ'miːdɪətlɪ] 美 [ɪ'midɪətli] adv. 立即，立刻
Ladies and Gentlemen,
May I have your attention please? Passengers for flight _____ to ______who have not been checked in for this flight please goes to counter
.
Annoucements
Ladies and Gentlemen,
英 [ə'pɒlədʒaɪz] 美 [ə'pɑlədʒaɪz] vi. 道歉；辩解
英 [ɪnkən'viːnɪəns]
美
[,ɪnkən'vinɪəns]
n. 不便；麻烦
May I have your attention please?
We regret to announce that the boa CA_____from_____to______

Sydney is the state capital of _________ and the most populous city in Australia. It is located on Australia’s __________ of the Tasman Sea. As of June 2010, the greater metropolitan area had a population of ________ people. Inhabitants of Sydney are called Sydneysiders.
I can： ◇talk about the procedures of booking air tickets. ◇change the date of the booked flight.
Knowledge Base Words and Phrases
book [bʊk] vt. 预订 flight [flaɪt] n. 飞行；班机 available [ə'veɪləbl]adj. 有效的;空闲的 red-eye flight ['red'aɪ flaɪt] 夜间航班 departure [dɪ'pɑːtʃə] n. 离开；出发 department [dɪ'pɑːtmənt] n. 部；系 cancel ['kæ nsl] vt. 取消；删去 arrival time [ə'raɪv(ə)l taɪm] 到达时间
民航服务英语
Unit 1 Ticket Service
Part III Announcements
Exercise Read the announcement and fill in the blanks with the given words.

I can： ◇ talk about waiting and boarding. ◇ direct the seat for the passenger.
seat?
CA: It’s OK if the seat is
, sir. (A passenger is blocking the way in the cabin. A stewardess
comes to him. )
CA: Excuse me, sir. Would you mind
aside and allowing the other passengers pass?
CA: Under the overhead licker is the call button. ③___________________________ (如果有需要
我帮助的任何事情), please press it.
民航服务英语
Unit 5 Waiting and Boarding
Part I Dialogue
Complete the dialogue.
CA: Good morning, sir. Welcome aboard.
P1: Good morning.
CA: (To another passenger with a baby) Good morning, Madam. ①
_______________________? (我能看一下您的登机牌吗？) I will show you where the seat is.
communication attitude manner
民航服务英语
Unit 5 Waiting and Boarding
Part III Announcements

➢boarding card =boarding pass
登机牌
e.g.： Excuse me. May I see your boarding pass/card?
打扰一下，我可以看一下您的登机牌吗？
luggage 【英国英语】行李= baggage 【美国英语】行李 carry-on luggage 随身携带的行李 hand luggage 手提行李 luggage rack 行李架 luggage tag 行李牌 trunk （旅行）大衣箱
Welcome aboard!
Can you guess what the flight attendants say to the passenger?
Excuse me, can I help you? Excuse me. May I help you to put your baggage?
5. overhead rack = overhead compartment
=overhead bin
舱顶行李架
6. valuable
下机时请带好您的贵重物品。 Please take your valuables with you when deplane(下飞机）.
7. emergency exit 紧急出口
possible onboard emergencies. 5. Assign and ensure proper handling of special passengers
and meals.
Introduction to Cabin Services
1. Check personal make-up and appearance. 2. Self-introduction 3. Introduction of flight duties 4. Introduction of flight routes 5. Emphasize the importance of the cabin safety

I can： ◇ help people who are sick on the plane. ◇ give some suggestions to a person who feels uncomfortable.
民航服务英语
Unit 8 Serving a Sick Passenger
Lead-in Discussion: What will the attendants do if there is a sick passenger on board?
民航服务英语
Unit 8 Serving a Sick Passenger
◇appreciate ◇oxygen ◇meanwhile ◇inform ◇decision ◇ambulance
◇adjust ◇pleasure ◇evaluate ◇metropolitan
◇candidate ◇municipalities
民航服务英语
Unit 8 Serving a Sick Passenger
民航服务英语
Unit 8 Serving a Sick Passenger
Part I Dialogue
Exercise 1 Answer the questions according to the dialogue. 1. Where is the sick passenger? 2. What’s the passenger’s suggest?
Part V Progress Check
Sentences I have learned in this unit are: ◇Let’s see what I can do to relieve your pain. ◇It seems that you are suffering a heart attack. ◇It is still hard to breathe and I want to vomit. ◇Let him decide and ask for an emergency assistance from the ground. ◇If you are a doctor or a nurse, please contact us immediately. ◇I saw a male passenger call the flight attendant say he felt very sick. ◇She tried out some traditional Chinese therapy.

Activity 3 Task B
B:去哪里缴税？ B:Where to pay the tax? A:缴税请往那边走。 A:It's over there. B: 所有手续都办完了，是吗？ B:Is that all for customs formalities?[fɔ'mæləti]n. 正式手续 A: 是的，您可以进去了。 A:That's all.Go ahead, please. B:谢谢，再见！ B:Thank you,bye! A: 再见！ A:Bye!
A:You have to declare anything you have with you which is listed in the “red frame”on the declaration form. Also you should declare anything that is not for your own use such as any gifts.
dairy ['deərɪ]
n. 奶制品；
dispose[dɪ'spəʊz] vt. 处理；
Activity 3 Task B
A: 早上好，先生！
A: Good morning,sir！
B: 早上好！我现在能办理海关手续吗？
B:Good morning! Shall I go through the customs formalities now?
A:可以的。请先填写一张申报单。
A:Yes.Please fill in the declaration form first.
图片里一共有两名海关人员和一名乘客。因为今天当班，海 关工作人员身着制服。在检查完旅客的护照和申报单后，海 关人员要求旅客准备好手提行李以便检查并开包。他们询问 旅客携带了哪些应纳税物品，然而旅客并不清楚哪些物品属 于应纳税物品。工作人员耐心地向旅客解释海关规定并告知 他应该走红色通道因为他有一个相机需要申报。

I can： ◇ tell other people how to go through the security check. ◇ give the reasons that why people need the security check.
民航服务英语
Unit 4 Security Check
Part V Progress Check
Words I have learned in this unit are:
◇X-ray equipment ◇corrosive ◇radioactive ◇regulation ◇promote ◇tourism
It depends. 看情况而定。
It’s for prevention of hijacking and terrorism. 这可以预防劫机和恐怖主义。
Any kind of weapons, ammunitions, aggressive tools and inflammable, explosive, corrosive, radioactive, poisonous articles can’t be taken on the plane. 任何一种武器、弹药、攻击性工具和易燃、易爆、腐蚀性、放射性、有毒的物品都不能 带上飞机。
forbidden [fə'bɪdn] adj.不允许的，被禁止 的
metal detector ['metl dɪ'tektə] n. 金属探测 器 explosive [ɪk'spləusɪv] adj.爆炸的；易爆炸 的
民航服务英语
Unit 4 Security Check
Key Sentences
____________________ is carried out for the passenger’s own safety. It’s for prevention of hijacking and terrorism. Everyone must go through ____________________. You should put your _____________ on the belt, which will take it to be screened by _____________. And you should go through that gate. The staff may give you a ___________ search. Any kind of ________, ammunitions, __________________ and inflammable, ____________, ___________, ____________, poisonous articles can’t be taken on the plane. If you follow the rules, it will be ____________ to go through the security check.

Contents
Warming-up
Practice 1: words &
expression
Practice 2: dialogue practice
第1页/共10页
换座位
1-24 2-23
3-22 4-21
7-18 8-17
9-16 10-15
第2页/共10页
5-20 6-19
11-14 12-13
第3页/共10页
请在此输入您的标题
Q2: What kinds of information would a passenger inquire at the check-in counter?
--seating preference(座位选择); flight or destination information; upgrades(升舱); checked luggage(行李托 运)...
第4页/共10页
Teaching Objectives
➢to let Students to handle the simple dialogue by using the expressions in Unit 2
第5页/共10页
• 航站楼 • 办理登机手续
• 托运行李 • 日常必需品 • 携带行李允许量
Warming-up
Q1: What kinds of questions will check-in agent ask at the airport? --(问候) Greetings;
(身份证，护照)Can/May I have your ID card and tickets?
(行李托运) How many bags do you have?

I’m sorry to tell you that the flight has been delayed due to some mechanical troubles. 我很抱歉地告诉您，由于一些机械故障，航班已经延误。
The engineers are making a careful examination of the plane. 工程师们正在仔细检查飞机。
1. safety insurance
2.
3.
4.
5.
6.
7.
பைடு நூலகம்
8.
民航服务英语
Unit 6 Delay
Part III Announcements
Exercise 1 Read the announcement and fill in the blanks with the following words.
C: ②
.(班机延误了。)
P：Do you know the reasons for delay?
C: ③
.(由于今天早上能见度很低。)
P：When do you expect it to depart?
C: ④
.(大约两小时后。)
P：That’s a long delay. That means I have to leave after lunch.
the reservation details on your ticket.
民航服务英语
Unit 6 Delay
Part II Reading
Exercise 1 Read the passage and answer the questions. 1. According to the passage, what is the flight delay insurance? 2. How many passengers can receive the flight delay insurance each year? Exercise 2 Brainstorm: according to the passage, please try your best to list all the insurance kinds.

民航服务英语
Unit 11 Dealing with Emergencies
Part II Reading
Exercise 1 Put these words into the right column. hijackings small injuries intoxicated passengers on-board births and deaths smoke in the cabin bleeding nose dangerous goods emergency landings illness
民航服务英语
Unit 11 Dealing with Emergencies
Key Sentences
Ladies and gentlemen：We are encountering turbulence．Please return to your seats and fasten your seat belts. Thank you ！ 尊敬的旅客：我们遇到气流，请回到您的座位上并系好安全带，谢谢！ Because it’s impossible for the plane to land, the airport has been closed. 由于飞机不能着陆，机场已经关闭。 I’m afraid we can do nothing about it. 恐怕对此我们无能为力。 I’m sorry to hear that. Are you sure you’ve lost it in the cabin? 很遗憾，您确定丢在机舱内了吗？ Please leave your name, address, telephone number and everything about your handbag. 请留下您的姓名、地址、电话号码和关于您行李的一切信息。 Please remain calm. You’d better think it over. 请您冷静。您再好好想一想。 If they have any information about it, they’ll get in contact with you. 如果他们有关于行李的任何信息，他们会与您取得联系。 I’ll report to the captain immediately. 我将马上向机长汇报。 He’ll send the message to the ground staff at the airport. 他会给机场地面工作人员发信息。

行李服务
准备和流程
行李服务是指在航空运输期间 为乘客提供的一系列服务，包 括托运行李、随身携带物品和 快递等。乘客需要根据要求合 理安排行李，避免超重和超长。
基本流程和程序
在登机前，乘客需要把行李交 给专业工作人员进行托运，随 身携带物品需要通过安全检查。 在航班结束后，工作人员会将 乘客的行李交还给乘客本人。
《民航服务英语》PPT课 件
本课程将带你了解民航服务的各个部分。你将会学习到不同服务的基本流程， 服务对象和服务内容。通过本课程，你将更好地了解民航服务领域和未来的 发展。
民航服务介绍
定义和概述
分类和特点
重要性和发展前景
民航服务是指在航空运输过程中 提供的各种服务，包括机场服务、 航班服务、客舱服务、行李服务 和安全服务等。
客舱服务
准备和流程
客舱服务是指在航班期间为乘客提供的一系列服 务，包括座位指导、餐饮服务、安全示范等。
基本流程和程序
在航班期间，机上服务人员需要提供各种服务， 包括座位指导、餐饮服务、安全示范等。服务要 求高效快捷，服务人员需要具备丰富的经验和专 业技能。
服务对象和服务内容
客舱服务的服务对象是乘客。服务内容包括清洁 服务、座位指导服务、日常用品及饮料等服务。
3
服务对象和服务内容
安全服务的服务对象包括乘客和机组人员。服务内容包括提醒乘客遵守安全规定、 检查飞机设备和引导紧急状况应急措施等。
结束语
1 总结课程内容
通过本课程，我们对民航服务的不同部分和 服务内容有了更加深入的了解，了解了不同 服务的基本流程和程序，为我们更好地享受 航空运输提供了基础。
2 展望民航服务的未来
随着科技的不断发展，民航服务的未来将会 更加智能化和个性化。更加高效快捷的服务 将会得到更多的应用，让人们旅行更加方便 和舒适。

Annoucements
Ladies and gentlemen,
feature 英 ['fiːtʃə] 美 ['fitʃɚ] n. 特色，特征；容貌；特写或专
To enrich your experience onboard, we will s oon turn on the personal entertainment syst em. We have prepared movies, selected TV f eatures, music, games, route map and Air Ch ina Product Introduction. For more details, pl ease refer to the <Inflight Entertainment Gui de> in your seat pocket. Thank you.
题节目
refer to 参考
Activity 3 Task A Pair work
A:Excuse me, madam. Can I help you?
B: Yes, where is the nearest washroom？
A: Not too far away, go east for 50 meters and turn left, there it is.
lounge
n. [laʊn(d)ʒ]
well-groomed adj. ['wel'ɡru:md]
single
adj. ['sɪŋg(ə)l]
commercial adj. [kə'mɜːʃ(ə)l]
industrial adj. [ɪn'dʌstrɪəl]

3、_（__该__航__班_）__预__计__今__天_晚__上__9_:_2_5_分_抵__达__。________ 4、__由__于__天__气_原__因__，__本__次_航__班__将__不__能_按__时__抵__达__。___
8
5、___航_班__还__没__有__从_昆__明__起__飞__。_________________ 编辑课件
9
编辑课件
Lesson 1 Telephone Call for Information
Dialogue:
Dialogue: Task 2 Listen to the tape and complete the dialogue.
Telephone Call for Information（电话问讯）
v. 归因于
8. on schedule
prep. 按照预定（时间）
9. take off
v. 起飞
4
10. land
v. 降落
编辑课件
Lesson 1 Telephone Call for Information
Words Study: Task② Please remember the new words as quickly as you can! Then write down the Chinese for each word.
5. _D_u_e__to__th_e____ bad weather conditions, this flight will not
arrive _o_n__s_ch_e_d_u_l_e__.
7
6.
The
flight
has
not
yet

Detailed description
Summary
Non verbal communication
Detailed description
In cabin service, nonverbal communication is also very important. Service personnel should establish good interaction and communication with passengers through smiles, eye contact, gestures, and other means to improve their comfort and satisfaction.
Thank you for flying with us today
01
02
03
04
Use simple language and avoid technical jargon to ensure attendees understand instructions and information clearly
Detailed description
Summary
Communication skills
要点一
要点二
Detailed description
Good English communication skills are essential in cabin service. Service personnel need to be able to clearly convey safety instructions, catering services, entertainment activities, and other information, and be able to effectively address passenger issues and needs.