Unit 1 Ticket Service
Unit 2 Check in Service
Unit 3 Security Check Service
Unit 4 Immigration Inspection
Unit 5 Greeting and Guidance
Unit 6 Final Check and Before Take off
Unit 7 Serving Food and Beverages
Unit 8 Special Food Service
Unit 9 Safety and Emergency Ⅰ
Unit 10 Safety and Emergency Ⅱ
附录
附录1民航情景英语高频词
附录2参考答案
在线试读Learning Objective
In this unit you will learn： ※ how to provide services for ticket booking; ※ how to provide services according to the procedures; ※ how to deal with problems using expressions for ticket reservation， confirmation and refunding.
Guided Learning
Air travel starts with air ticket reservations. Normally passengers book airline tickets by contacting the airlines call center，going through a travel agency or making bookings on the internet. Airline service agents should be familiar with the types of questions that customers may ask，such as different flights，departure and arrival time，airfare， discounts， seat se lection， special meals，etc. Agents are responsible for helping customers understand the procedures of reserving a seat and taking a flight.
Warmer
Ⅰ.Read the following information on website and answer the questions.
1. Is it an international flights?
2. Is it an online ticket booking?
3. Can you find the cheapest price?
4. Which airline do they choose?
5. Where is the destination?
Ⅱ. Find the definition in Column B which matches the word or phrase in Column A.
Setting
It is 10 ： 00 a.m. on Tuesday. Mr. Wang is booking ticket on telephone. Jenny， a clerk， is at the service desk to provide flight booking information to Mr. Wang. Look at the picture. What does Jenny do? What is she doing now? Work with a partner to make at least two sentences for the picture.Learning Objective
In this unit you will learn： ※ how to provide services for ticket booking; ※ how to provide services according to the procedures; ※ how to deal with problems using expressions for ticket reservation， confirmation and refunding.
Guided Learning
Air travel starts with air ticket reservations. Normally passengers book airline tickets by contacting the airlines call center，going through a travel agency or making bookings on the internet. Airline service agents should be familiar with the types of questions that customers may ask，such as different flights，departure and arrival time，airfare， discounts， seat se lection， special meals，etc. Agents are responsible for helping customers understand the procedures of reserving a seat and taking a flight.
Warmer
Ⅰ.Read the following information on website and answer the questions.
1. Is it an international flights?
2. Is it an online ticket booking?
3. Can you find the cheapest price?
4. Which airline do they choose?
5. Where is the destination?
Ⅱ. Find the definition in Column B which matches the word or phrase in Column A.
Setting
It is 10 ： 00 a.m. on Tuesday. Mr. Wang is booking ticket on telephone. Jenny， a clerk， is at the service desk to provide flight booking information to Mr. Wang. Look at the picture. What does Jenny do? What is she doing now? Work with a partner to make at least two sentences for the picture.
Situational Dialogue
Topic One ： Telephone Reservation
Sample Conversation 1
Clerk ： Good morning. This is China Southern Airlines Booking Office. Can I help you? Passenger ： I want to fly to Changchun. Do you have any fight from Shanghai to Changchun tomorrow?
Clerk ： One moment， please. Ill check whats available.
Passenger ： Id like to travel Business Class.
Clerk ： OK. We have Flight CZ6374 leaving Shanghai at 7 ： 05 a.m. Do you make the reser-
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