民航客舱服务实用英语 Unit3
民航专业英语unit3
Section A: Speaking
Situational Dialogues
Situation: A passenger trys to put his bag into the overhead compartment. (P=Passenger, F=Flight Attendant) F: Can I help you? P: Yes. I can’t get my bag into the overhead compartment. F: Don’t worry. If you’d like to take your seat, I’ll do it for you. P: It’s very kind of you. Thanks a lot.
Section A: Speaking
Relevant Announcements
Ladies and gentlemen, Welcome aboard Air China. Please take your seat according to your seat
number. Your seat number is on the edge of the rack. Please make sure your hand baggage is stored in the overhead locker. Any small articles can be put under the seat in front of you. Please take your assigned seat as quickly as possible and leave the aisle clear for others to be seated. Thank you for your cooperation.
unit3 行李安排
Section A: Speaking
Situational Dialogues
Situation: A passenger trys to put his bag into the overhead compartment. (P=Passenger, F=Flight Attendant) F: Can I help you? P: Yes. I can’t get my bag into the overhead compartment. F: Don’t worry. If you’d like to take your seat, I’ll do it for you. P: It’s very kind of you. Thanks a lot.
Section A: Speaking
Relevant Announcements
Ladies and gentlemen, Two passengers have completed boarding procedures, but they
haven’t boarded this aircraft yet. For your safety, we must offload their checked baggage. Please be seated and wait for a moment. Thank you for your cooperation.
he wants to keep it in his sight. 2. The overhead compartment is full and the passenger has tried to put his bag
under the seat, but it doesn’t f it. 3. A passenger who is sitting next to the emergency exit has put his baaking
民航空乘英语 3课件
Ladies and gentlemen, This is an emergency. This is an emergency. Stay in your seats with your
seat belts fastened. Remain calm and follow these instructions. Pull down the oxygen mask. Pull down the oxygen mask. Put it over your nose and mouth immediately and breathe normally.
take your overnight articles2 with you as you leave the airport. Hand baggage may be left on the board, but take valuables3 with you.
Further4 __i_n_f_o_r_m__a_ti_o_n__ will be given to you in the terminal building5. We _a_p__o_lo__g_iz__e_ for the
and keep your seat belt fastened. Please refrain from using the _l_a_v_a_to_r_ie_s__ until the safety belt sign goes off. Cabin service will be _s_u_s_p_e_n_d_e_d_ during this period. We do apologize for any inconvenience and appreciate your understanding.
民航客舱服务实用英语 Unit
Warm-up
1、What is the cabin attendant doing in the picture 2、Is the preflight check important Why 3、Before the passengers board the aircraft, what should cabin attendants check
lavatory amenities 厕所便利 设施 smoke detector 烟雾探测器 window shade 遮光帘 oven 烤箱 water heater 煮水器 boarding music 登机音乐 hand baggage 手提行李 assigned seat 指定座位 fire extinguisher 灭火器 megaphone 扩音器
seat pocket 椅袋 emergency equipment 紧急设 备 checklist 检查单 entertainment system 娱乐系 统 call button 呼唤铃 audio 音频 demonstrator kit 示范包 life jacket 救生衣 seat belt 安全带 tray table 小桌板
医学资料
• 仅供参考,用药方面谨遵医嘱
Usefyl Expressions
1、I wonder if you can help me check equipment on board. 2、Make sure all equipment is secure or in position available and serviceable. 3、I've just checked all in-flight aocuments. 4、Please help me check entertainment system. 5、I've just finished checking the demonstrator kits. 6、I'm going to check the galley. 7、I've just aranged the magazines and newspapers in good order. 8、It's time to switch on the boarding music.
航客舱服务实用英语Unit
Informative elements: The welcome message provides essential information about the flight, so as the flight number, destination, and estimated time of arrival It also includes information about medical services, in light entertainment options, and any announcements that will be made during the flight
Other service requirements
Customer relationships
The ability to establish and maintain positive relationships with passersby, being friendly and approachable while also being attentive to their needs and requests
02
Cabinet services
Order service
01
Ordering food and drinks
The ability to understand and communicate a variety of food
and drink orders from passersby, including special dietary
04
Introduction to Cabinet Entertainment
Facilities
民航客舱服务英语作文范文
民航客舱服务英语作文范文Chapter 1: IntroductionCivil aviation cabin service plays a crucial role in ensuring passengers' comfort and satisfaction during their flight experiences. This paper aims to explore the various aspects of cabin service in civil aviation, including its importance, challenges faced by cabin crew, and strategies to improve passenger satisfaction. By understanding the significance of cabin service, it becomes possible to enhance the overall travel experience for passengers.Chapter 2: Importance of Civil Aviation Cabin ServiceThe cabin service provided by airlines is essential for creating a positive experience for passengers. It involves ensuring safety and security, providing quality meals, offering entertainment options, and maintaining cleanliness. Cabin service is not limited to merely serving meals and drinks; it extends to making passengers feel comfortable, addressing their needs promptly, and ensuring a pleasant journey. It directly impacts customer satisfaction, loyalty, and even the reputation of the airline. Therefore, it is crucial for airlines to invest in training cabin crew and constantly upgrading their cabin services.Chapter 3: Challenges Faced by Cabin CrewCabin crew members face numerous challenges when delivering quality cabin service. Firstly, they have to deal with diverse passenger needs and preferences. Some passengers may require special assistance, while others may have dietary restrictions.Additionally, cabin crew must manage conflicts among passengers and handle emergency situations effectively. Moreover, cabin crew often work long hours, deal with jet lag, and face challenging working conditions. All these factors make the job of cabin crew demanding and require them to possess excellent interpersonal and problem-solving skills.Chapter 4: Strategies to Improve Passenger SatisfactionTo enhance passenger satisfaction, airlines can implement several strategies. Firstly, airlines should ensure that their cabin crew members receive comprehensive training to enhance their service skills. This includes training in communication, conflict resolution, and emergency response. Secondly, airlines should regularly upgrade their onboard facilities to meet passengers' expectations. For example, providing comfortable seating, modern entertainment systems, and offering a variety of high-quality meals can significantly improve the overall travel experience. Lastly, airlines should take passenger feedback seriously and make necessary improvements based on suggestions received. This will demonstrate that the airline values its passengers' opinions and strive to enhance their experience.In conclusion, civil aviation cabin service plays an integral role in ensuring passengers' comfort and satisfaction during their travel experience. By understanding the importance of cabin service, exploring the challenges faced by cabin crew, and implementing strategies to improve passenger satisfaction, airlines can elevate the overall travel experience for passengers. This will result in increased customer loyalty and positive word-of-mouth, ultimatelybenefiting the airline's reputation.Chapter 5: Training and Development for Cabin CrewComprehensive training and development play a significant role in equipping cabin crew with the necessary skills and knowledge to provide excellent cabin service. Airlines should invest in implementing training programs that cover various aspects, including safety procedures, customer service, communication skills, and conflict resolution. These training programs should be conducted regularly to keep cabin crew updated with the latest industry standards and best practices.To ensure the effectiveness of training programs, airlines can use a combination of theoretical and practical training methods. Theoretical training can be conducted in classrooms or online platforms to provide cabin crew with the necessary knowledge about emergency procedures, regulatory requirements, and passenger service. Practical training can be conducted in simulated environments, such as mock cabins or emergency evacuation drills, to enhance cabin crew's ability to handle real-life situations efficiently.Additionally, airlines should focus on developing cabin crew's interpersonal skills. Effective communication and conflict resolution skills are crucial for cabin crew to address passenger needs, manage conflicts among passengers, and handle challenging situations. Training programs can include role-playing exercises and scenarios to help cabin crew practice their communication and problem-solving skills.Chapter 6: Enhancing Onboard FacilitiesTo improve passenger satisfaction, airlines should continuously upgrade their onboard facilities. This includes investing in comfortable seating arrangements, spacious legroom, and adjustable headrests to ensure passengers have a pleasant and comfortable journey. Airlines should also provide a variety of entertainment options, such as in-flight movies, music, and games, to cater to different passenger preferences.Moreover, the quality of onboard meals is an important aspect of cabin service. Airlines should consider offering a wide range of meal options to accommodate different dietary preferences and restrictions. Collaborating with renowned chefs or partnering with local food establishments can further enhance the quality of onboard meals.Maintaining cleanliness and hygiene onboard is another crucial factor in improving passenger satisfaction. Airlines should establish rigorous cleaning protocols and ensure that cabin crew members regularly clean and disinfect the cabin. Additionally, providing amenities such as blankets, pillows, and personal hygiene products can contribute to a more pleasant journey for passengers.Chapter 7: Listening to Passenger FeedbackOne of the most effective ways to improve cabin service and enhance passenger satisfaction is to listen to their feedback. Airlines should encourage passengers to provide feedback throughvarious channels, such as online surveys, feedback forms, or social media platforms. This feedback can provide valuable insights into areas that require improvement and help airlines identify trends and patterns.Airlines should take passenger feedback seriously and use it as a basis for making necessary improvements. This can include addressing specific issues raised by passengers, implementing changes suggested by them, or introducing new services based on their preferences. Regular communication with passengers, such as through newsletters or email updates, can also help keep them engaged and informed about any enhancements or changes made to the cabin service.Chapter 8: ConclusionEnhancing cabin service in civil aviation requires a holistic approach that encompasses training and development for cabin crew, upgrading onboard facilities, and actively listening to passenger feedback. By investing in comprehensive training programs, airlines can equip cabin crew with the necessary skills and knowledge to provide excellent service. Upgrading onboard facilities, such as seating arrangements, entertainment options, and meal quality, can significantly improve passenger satisfaction. Lastly, actively listening to passenger feedback and making necessary improvements based on their suggestions will demonstrate that the airline values customer opinions and aims to provide an exceptional travel experience.By implementing these strategies, airlines can elevate the overalltravel experience for passengers, resulting in increased customer loyalty, positive word-of-mouth, and a strong reputation in the industry. Cabin service is not just about serving meals and drinks; it is about creating a comfortable and memorable experience for passengers throughout their journey.。
民航服务英语演示文稿
Lesson 2 Booking Tickets
Words Study:
Task④ Listen and fill in the missing words. 1、We are going to Beijing for a ____c_o_m__p_e_ti_ti_o_n__on the 10th of September. 2、I want to __b_o_o_k__________ twenty tickets to Beijing. 3、Both flights have seats _____a_v_a_i_la_b_fleor September 10th. 4、I’d ___p_r_e_fe_r__the morning one. 5、First class or _____e_c_o_no_m__y_class? 6、Please be at the airport 2 hours before your flight time for
A: Yes, who is ____c_a_l_li_n_g__? B: Denny ___c_a_ll_in_g___. A: __A_n_y_t_h_in__g__we can do for you, Mr. Denny?
B: Can you tell me the ____a_rr_iv_a_l _tim__e___of CZ3460 from Kunming?
A: Certainly. It is _____s_c_h_e_d_u_le_d__to arrive at 9:25 pm. However, ___d_u_e_t_o_t_h_e___bad weather conditions, this flight will not arrive ___o_n__s_c_h_e_d_u_l.e The flight has not yet _____ta_k_e_n__offrfom Kunming. Would you please_________ call again at 9:00 pm for _____f_u_rt_h_e_rinformation?
民航服务英语听力教学课件u3
D. At an airport.
5
Part B Listening Task
2.What was the airline and flight number? A. China Airways Flight CA904. B. China Airlines Flight CA104. C. China Airways Flight CA104. D. China Airlines Flight CA904.
9
Part B Listening Task
Unit 1
5.On which flights does overbooking occur? A. Mainly on domestic, but sometimes on international flight. B. Mainly on international flights. C. Only on domestic flight. D. On both domestic and international flights, equally.
Unit 1
4
Part B Listening Task
Unit 1
Exercise2
Two Passages
Directions: In this exercises you will hear two passages. At the end of each passage, you will hear some questions. Both the passages and the question will be spoken once only. After you hear a question, you must choose the best answer from the four choices marked A, B, C and D.
航客舱服务实用英语 Unit
0
How do the cabin attendants greet crew members?
What contents does the preflight briefing consist of?
1
If you are a cabin attendant, could you say something about the weather condition in a destination city?
➢ special passenger特殊 乘客
➢ VIP重要人士 ➢ announcement广播词 ➢ cabin check客舱检查 ➢ procedure程序 ➢ Airbus340空客340 ➢ aircraft飞机 ➢ pilot飞行员 ➢ flight deck驾驶舱
Sentence Patterns
•The cabin crew discuss the flight information at the preflight briefing.
•The cabin crew discuss the weather condition at the preflight briefing.
•The purser assigns the task for the coming flight.
Dialogues
•The cabin crew greet each other at the pflight briefing.
•The cabin crew discuss the flight route at the preflight briefing.
•The cabin crew discuss the passenger information at the preflight briefing.
民航专业英语Unit 3
Dialogue 3
• Avenue 大道，大街，大路 • Do you know any famous avenues?
2015/9/18
Champs-Elysees Avenue
2015/9/18
Fifth Avenue
2015/9/18
Avenue of stars
2015/9/18
Diague 4
2015/9/18
Dialogue 5
• A: • P: I'd like to know something about your parking service. • A: • P: Wonderful! Is it a 24-hour service? • A: • P: How much should i pay then? • A:
Unit 3
• How can a passenger go to the airport?
How many kinds of transportation are there to the airport?
limousine
Airport coach
subway
taxi
Parking lot
Dialogues
• Limousine service: 1, 2
• Pick-up service: 3 • Transport information: 4 • Parking service: 5
Dialogue 1
• What is the dialogue about? Can you retell it?
Dialogue 5
• What kind of service is the passenger inquiring about? • parking service
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Key words and expressions
Good morning/ afternoon/ evening, Sir/ Madam.
Welcome aboard/ on board. Welcome to the flight. We are happy to be of service to you. It's nice to see you again. Would you like me to help you? May I have a look at your boarding card? It's an aisle seat on the left. This way, please. If there is anything I can do for you, please don't hesitate to tell me/ please let me
duty-free item 免税商品 chief purser 主任乘务长 flight crew 机组成员 infant 婴儿 boarding card 登机牌 foot rest 脚踏板 security check 安全检查 boarding procedure 登记手续
04
An old passenger with heavy hand luggage is boarding.
06
A passenger can't find his seat.
Exercises
How does a cabin attendant greet passengers when they board the plane?
How dose a cabin attendant make a self-introduction to passengers?
Homework
1、熟记所学单词。 2、两人一组进行对话练习。
Dialogues
01
A cabin attendant meets a passenger at cabin door.
A passenger with an infant is
03 boarding.
A frequent flyer is boardinr is worried about his first time travelling by air.
民航客舱服务实用英语
Unit 3 Boarding & Greetings By Rui Zhou
Warm-up
1、What are the cabin attendants doing in the picture? 2、Can you guess what the cabin attendants say to the passengers?
Key words and expressions
cabin door 机舱门 China Eastern Airlines 中国东方航
空公司
hand luggage 手提行李 frequent flyer 常旅客 aisle seat 过道位置 terminal 候机楼 ground staff 地勤人员
know.
Sentence Patterns 句型
Good morning/ afternoon/ evening. welcome aboard! Hello! welcome aboard! Morning, Miss...! welcome aboard!
How are you?/ what's up? what's happening? How do you do? Nice to meet you.