登机服务人员英语培训.doc

Unit 1 Service at the boarding gate（Regular Flight Services）登机口服务 ( 正常航班服务 )Dialogue 1 P：这个航班什么时间到达/起飞？ When will the flight arrive in Beijing？/ （depart）A：预计上午10：10/16：30. The flight is estimated to arrive at ten ten a.m./sixteen thirty.P: 飞行时间是要两个半小时吗？So the flight time is two and half an hour?A: 是的，北京飞成都是逆风。Yes, it is against the wind from Beijing to Chengdu.Dialogue 2P：我到哪里可以买机票？ Where can I buy the ticket?A：往前走，自动扶梯旁就有国航售票处和很多其他航空公司的售票处。Go ahead, near the escalator, there are the booking offices of Air China and other airlines. P：，请问去九寨沟在哪儿办理手续？ Where can I check in for Jiuzhai?A：要在老候机楼办理。出门左转，下楼梯后向南走大概200米就到了。You should check in at the old terminal building. Please go out of the hall and turn left, then downstairs and go southern for 200 meters.Dialogue 3A：对不起，您那件手提行李不允许带上飞机。 Excuse me，Sir. Im afraid that you cant take that bag as hand baggage.P：为什么不行？ Why not?A：这个包看来似乎超重超大了。我们的手提行李体积限制在204055CM，重量不超过5公斤。It seems too big and may be too heavy as well. The limitation for carry-on baggage is 20cms by 40cms by 55cms in volume and 5 kilos in weight. P：我经常乘飞机飞来飞去的，行李从来没有检查过。Ive traveled a lot, but my hand baggage has never been weighed before.A：由于航班满客,客舱里放不下。这也是为了所有客人的安全和舒适性考虑的。As the flight has been full，the cabin cannot hold. This is to ensure safety and comfort of all the passengers.P：那好吧！ Thats all right.A：谢谢您的合作，这是您的行李牌。Thank you for your cooperation. Here is your baggage tag.Dialogue 4P: 打扰，我刚从拉萨回来，准备转机到上海，请问在哪办理中转航班手续？Excuse me. I just came from LhaSa and Ill fly to Shanghai today. Where can I check-in for my connecting flight? A: 你乘哪个航班？请出示机票。Which flight are you going to take? / Please show me your ticket.P: 给你，我还有登机牌。Here you are. Also I have a boarding pass. A: 请持登机牌到中转柜台盖章。Please find the transfer counter to have your boarding pass stamped.Dialogue 5 P: 对不起，我的卡忘了累积里程了！Im sorry that I forgot to have my mileage accrued.A: 请出示一下您的卡片！Please show me you member card.A: 是的，您的卡可以在所有星盟成员航班上累积里程。我记录一下您的常客号稍后为您补登！Yes, you can earn miles on any of the member airlines of the Star Alliance. Let me write down your number and update your mileage later.P: 我还有以前的航班也可以补登吗？I have previous boarding passes, can also be added?A: 您可以登录我们的网站或是致电95583补登。u can visit our website or by calling 95583. P: 好的，谢谢你！Thats all right. Thank you.A: 不客气。You are welcome.Unit 2 Irregular Flight Services不正常航班服务Dialogue 1延误原因P: 我们的航班延误了吗?Will our flight be delayed?A: 对, 这个航班由于天气/飞机晚到/机械故障原因延误.Yes, this flight will be delayed because of bad weather/aircraft arrival late/mechanical problems. P: 什么时候可以登机呢？When can we board?A: 我们目前还不知道。但如果有了进一步的消息我们会通知你们。We dont know. But well inform you if we have further information.Dialogue 2天气原因P：早上好，我们已经等了1个半小时了，请问航班还要延误多久？Good morning. We have been waiting here for one and half an hour. When do you expect it to depart?A: 很难说。请在候机厅休息等候。Its hard to say. Would you please have a rest in the waiting hall!P: 现在大雾不是已经散了吗？It seems the fog is not so heavy now!A: 天气是在好转，不过为了乘客的安全，我们必须达到飞行标准才能起飞。Yes, it is improved. But we cannot fly below the weather standards in order to ensure the safety of our passengers and aircraft.Dialogue 3机故原因P: 你好，女士，能告诉我到东京的CA421航班什么原因延误吗？Hello, Miss. Could you tell me why flight CA421 to TOKYO has been delayed?A: 是因为机械故障。It has been delayed because of engine trouble.P：飞机什么时候能修好？Whats the extent of the delay?A：目前还不清楚，机务人员正在加紧维修。We dont know at the moment. But the ground crew is busy maintaining it.P：可以换其他飞机飞呀！Havent you got any standby aircraft?A：您放心，根据情况，运行控制人员会考虑的！请耐心等候通知。Dont worry, our flight control will take it into account. Please patiently wait for the announcement.Dialogue 4弥补服务A: 很抱歉地通知您，您的航班由于飞机晚到将延误3个小时。Im very sorry to inform you that your flight today has been delayed for about 3 hours due to late incoming aircraft.P: 延误这么久，飞机现在在哪里呀？Thats a long delay. Do you know where is the aircraft now?.A: 我们深表歉意，据最新通知，该航班已经在半小时前起飞了。We are sorry about the delay. According to the latest information, the flight should have departed half an hour ago.P: 谢谢，我明白了。Oh, I see. Thanks.P: 我们现在为您提供免费的饮料和午餐，请到登机口领取。Now we are supplying beverage and lunch free of charge for delayed passengers. Please get it at the boarding gate.P: 谢谢，另外，有扑克牌吗？Thank you. Excuse me, do you have cards here?A: 有的，请把您的登机牌留在这儿，归还的时候我们会还给您。Yes, we have. Please leave your boarding pass here. Ill give it back to you when you return it. Dialogue 5改签服务A：很抱歉通知您这个航班取消了。 We regret to say that this flight has been cancelled.P：但我在北京还要转机。 But I have connecting flight in Beijing.A：别着急，我们现在为您安排改签3Uxxxx, 起飞时间是13：10。 Dont worry. We will rebook you on the flight 3Uxxxx which will depart at 13:10.P：恐怕会来不及，有更早一点的航班吗？But Im afraid that will be too late. Is there another flight available?A：没有了，但是您到北京有任何困难的话请向国航服务员寻求帮Im afraid not. But if there is any trouble in Beijing, please find any staff of Air China to help you.P: 那好吧，谢谢你Thats great. Thank you for your help.Dialogue 6取消食宿及补班安排A: 抱歉的通知您，CA4471航班因为对方航站下大雪取消。Im sorry to inform you that flight CA4471 has been cancelled due to the heavy snow in the ARR airport.P: 那怎么安排我的航班呢？What are you going to do with my flight?A: 可以改签到明天同一个航班，当然我们还会为您安排机场宾馆的免费食宿。I can rebook you on the same flight tomorrow. Of course, well put you up free/offer you free accommodation and meals at the airport hotel tonight.P: 今天还有其他航