旅客服务英语.doc

旅客服务英语Part:Basic Sentences 常用句型1. Good morning.早晨好。Welcome to China欢迎来中国。Good-bye. Have a time.再见，祝您旅途愉快2. Good morning. What can I do for you ?早晨好，能帮您什麽忙？Please wait a moment请稍等。3. Please come in.请进。Please have a look请看看。Please sit down.请坐。This way please.请走这边。4. Thank you for your cooperation感谢您合作。Never mind.不用谢。5. Would you please back off a little?请向后退一下。Please be in order, one by one.请按顺序，一个接一个。6. After you.请您先走。I am sorry.对不起。I am sorry to have kept you waiting so long.让您久等。7. Do you understand?您明白了吗？I see.我懂了。I dont understand.我不明白。Excuse me .打扰了。8. We are waiting for the weather to improve.我们正在等待天气好转。Well keep you informed.我们将随时通知您。9. Ill take good care of your child to the boarding gate.我们将陪伴您的孩子到等机口。10. Please fill in the UM form.请您填写这张UM表格。11. Your reservation is already in the standby list.您的订位已经在候补名单了里。What is your nationality?请问您的国籍？12. Your ticket is not confirmed in the computer.您的机票在电脑里没有确认。13. We havent found your baggage yet. We shall continue to look for it and will let you know as soon as we have information about it.您的行李还没有找到。我们会既续为您查找，一有消息会马上通知您。14. There is a suitcase in Paris very similar to yours. Wed like to confirm it with you 在巴黎有一件行李和你的很相象，我们想和您确认一下。15. Your bag has been located(found) and itll arrive in Beijing tomorrow行李已经找到。明天会到北京。16. Your baggage is now in Beijing. Where would you want it delivered?你的行李已经到北京，请问我们给您送到哪里？17. You can buy your necessities within 800 Yuan, and you should keep the receipts safe. You will be refunded expenditure by the local airline office.您可购买800以内的生活必需品。保留好发票，回您驻地的航空公司办事处报销。18. We shall transport our baggage by cargo service, and it will arrive at the local cargo terminal. Will you pick up your baggage personally?您的行李我们会通过货运，给您运到当地的机场货运处，请问是您本人去取行李吗？19. When collecting your baggage at the airport , remember to bring your “Property Irregularity Report.”请您带好“不正常行李报告单”到机场取行李。20. If you cant claim your baggage personally , you may ask somebody to collect on your behalf. This person whom you authorized with the letter of authorization and identification may pick up your baggage.如果您本人不能亲自去取行李，可以出具委托书，委托他人凭有效证件代为领取。21. The service for all flights to Dalian is provided by another airline . And Im very sorry to tell you that it has refused to accept this sort of baggage .So your baggage might be delayed for a few days. But dont worry well go on negotiating with them , and also we are looking for other ways of transportation. Once we know which flight your baggage is on, well let you know.非常抱歉，因为所有到大连的航班都是由另外一家公司代理的，他们拒绝接受这种行李，所以您的行李可能要再等几天能运过去；不过，请别担心，我们一直与他们协商解决。同时也在寻找其他的途径，一旦确定航班，我们会马上通知您。22. We couldnt deliver your baggage because it didnt pass the customs check . Could you please come to the airport in person to make the customs declaration? If you have any question, you can either contact the customs directly or we can pass on your inquiries.因为您的行李不能通过海关检查，所以我们无法为您运送行李，请您本人亲自到机场办理有关海关申报手续；如果您有其他问题，您可以与海关直接联系，或由我方代为转达。23. Please check your bag .If there is no problem with it, please sign here.请检查一下您的行李是否完好无损，如果没有问题，请您在这里签字。24. If your baggage is oversized or irregular, please go to the counter for oversized and irregular baggage beside Conveyer Belt . 大件行李、不规则行李请您到1号传送带旁边的大件行李提取处提取。25. Could you tell me in what class you flew?请问您乘坐的是什么舱位？26. Because a customs check is required, you must claim your baggage in Beijing yourself and check it again for your onward destination.由于海关检查，您需要在北京自行提取行李，重新办理托运手续到您的目的地。27. Usually, most delayed luggage arrives on the following flight.根据我们的经验，大部分行李会搭乘下一航班到达。28. Do you have a mileage card?请问您有里程卡吗？29. You baggage has exceeded the weight limit. Have you paid for the excess?您的托运行李重量超出了限额，请问您付过超重费了吗？30. Did you put your name and address on the suitcase? Do you remember the brand of the suitcase?请问您在行李上留有姓名、地址吗？您记得行李的品牌吗？31. Does your suitcase have any special features?请问您的行李有什么明显的特征吗？32. The airline apologizes for causing you such inconvenience on the trip. And it will provide you with 400 Yuan to buy some necessities.航空公司对给您旅途带来不便表示歉意，并提供给您四百元人民币，来购买一些生活必需品。33. How long will you be staying in Beijing? When your bags arrive, we shall contact you and deliver them to you.请问您在北京呆到什么时候？行李到后，我们会与您联系并送到您指定的地点。34. Please fill out this Certificate of Entrustment, so what when your baggage arrives, we can go to through the customs formalities for you.请您填写一张委托书，这样行李到后，我们可以代表您接受海关检查。35. If we have not found your baggage in three days, please fill in this form and post it to the airline office at the address on the envelope. The airline will deal with the compensation for your losses.如果三天之后，我们还不能找到您的行李，请您填好这张表格，然后根据信封上的地址寄到航空公司的办事处。航空公司会给您解答有关赔偿问题。36. Could you please tell me how long you have had the suitcase and how much you paid for it when you bought it?请问您，这个箱子使用了多久了？您是多少钱买的？37. Well collect the bag from your house and bring it back after it has been repaired.我们会去您家里取行李，为您修好后为您送回去。38. Check-in for your flight is not here .Please go to area G to ask the manager on duty .您的航班不在这办理登机手续。请您到G岛问一下值机经理。39. Im sorry ,but we dont accept credit cards here.对不起，我们不接受信用卡。40. We are inform you that due to technical reasons, your flight will be delayed until22:30我们抱歉的通知您，您的航班由于出现机械故障延误到22.3041. We dont have any further information about the flight.我们还没有得到有关于航班进一步的消息。42. The handle of the suitcase is broken . We need you to sign on this baggage tag.Please sign here.您的箱子把手有破损。您需要在行李条上签个字，请在这里签字。43. How many passengers are there in your group? Please confirm the total number of bags in your group.您的团里有多少人？请确认你团里行李总数。44. Wed like to have passenger with children and infants board the plane first. May board at their own convenience .我们请带小孩的旅客优先登机。头等舱和公务舱的旅客请随时登机 。45. Passengers taking flight BA038, please take all your hand baggage and board at gate No.20.乘坐BA038航班的旅客，请带好您的全部随身物品到20号登机口登机。46. Your plane is a Boeing 777 .Would you like a window seat or an aisle seat?您乘坐的是波音777。您需要靠窗座位还是靠走廊的座位？47. How many pieces of baggage do you want to check ?Do you want them to be checked to your final destination or to your first stop ?您有几件托运行李？您是要将他们托运到您的目的地还是您的第一站？48. The flight time will be 10 hours and 20 minutes ,and you will arrive in Paris at 16:20.飞行时间是10：20。到达巴黎的时间是16：20。49. The baggage allowance is 20 kilograms for person .Your baggage is 5 kilograms overweight . This is your Excess Baggage Form .Please take it to counter H1 and pay for the excess there.每人的行李限额是20公斤。年您的行李超重了五公斤。这是您的逾重收费单，请您拿好到H1 号柜台交超重费。50. Special meals should be booked 24 hours before departure. You are late booking yours. Well need to contact the catering company, but we cant ensure that youll get the meal on board.特殊旅客餐应在起飞前二十四小时订，您在柜台临时申请，我们得与配餐部门联系一下，但我们不能确保肯定为您申请到。51. The packing of this box is not adequate. Please go over to that counter to have it properly packed. By the way, do you have anything fragile or any valuables in the box?这个箱子包装不符合要求，请您到那边柜台打个包。顺便问一下，您这里面有易碎或贵重物品吗？52. Your baggage is oversized. Please go over there to the Oversized Baggage Counter to check it.您的行李超大，请您到那边大件柜台去办托运。53. Your baggage is made of metal. It might damage the conveyor belt. Please check it at the Oversized Baggage Counter.您的行李是金属质地的，可能会损坏传送带，请到大件柜台去办一下托运。54. Do you have knives, scissors, or any dangerous goods in the checked baggage?您的托运行李里有刀，剪，或是任何危险物品吗？55. You have something fragile in your checked baggage. Youd better carry it as your hand baggage. If you insist on checking it, please sign the limited Release, so as to show that the airline is not responsible for any damage to it.您的托运行李里有易碎品，最好把它放在手提行李中。如果您坚持托运，请您在这张免责任单上签字，表示航空公司对任何损坏不负责任。56. The weight of the hand baggage should be no more than 8 kilograms. And the addition of its length, width, and depth should be less than 115 centimeters. Lets measure your bag and weight it.手提行李不得超过八公斤，大小是三边之和不超过一百一十五厘米，我们来量一下您的箱子。57. For the trim of the aircraft, all seating is fixed. So we cant change the seat for you.由于配载平衡，所有的座位都被锁住，所以我们无法给你换座位。58. Im afraid there are not any more business class seats. I cant upgrade you to business class.恐怕没有多的公务舱座位了，所以我无法给您升到公务舱。59. Please pay your airport fee over there. Its 90 Yuan for international flights.请到那边交机场建设费。国际航班的机场建设费是九十元人民币。60. May I have your attention please? Flight 001 is delayed due to bad weather in Shanghai. We shall now distribute meal boxes at the boarding gate. Would passengers for flight 001 please show your boarding pass to our staff when you collect your meal box?各位请注意。001航班由于上海天气恶劣延误。我们现在在登机口分发餐盒。请乘坐001航班的旅客向我们的工作人员出示您的登机牌领取餐盒。61. Drinks and refreshments here are free. Would you like me to bring you anything?这里的餐食是免费的。您需要我帮您拿点饮料或食品来吗？62. Excuse me, sir. Smoking room is opposite boarding gate .对不起，先生，这里不允许吸烟，吸烟室在8号登机口对面。63. Only local calls are free here. If you need to make long-distance calls, you can buy an IC Card at the reception. There are a few IC telephones is our business center.我们只提供市内免费电话，如您需要拨打长途，可在前台买IC卡，我们商务间有几部IC电话。64. In our business center there are a copying machine, a fax machine, and computers. They are provided free of charge.商务间里有复印机，传真机，电脑，而且都是免费的。65. You may put your baggage in the Baggage Room, and put your clothes on the clothes-rack.您可以把行李放在行李间里，把衣服挂在行李间的衣架上。66. We can keep your baggage for you, if you like.如果您愿意，我们可以帮您照看行李。67. The pharmacy is by boarding gates 1 to 4. When you go out of here, turn right and take the escalator to the first floor. You will see it there. 1 4号登机口有药店，出口向右，下电梯到一层就可以看到。68. Your flight is boarding now, sir, madam.先生，小姐，您的航班可以登机了。69. Im sorry to inform you that your flight will not be operation today because of mechanical defect. But we can arrange for you to travel on an Air China flight.我们很遗憾的通知您，由于机械故障，今天飞机停飞，但我们可以帮您转签到国航。70. Your flight is not boarding yet because of busy air traffic. We still dont know the boarding time. We shall let you know as soon as we have any further information.由于交通管制，您乘坐的航班还不能登机，目前我们还没有准确的登机时间，如果我们有新的信息，我们一定准时通知您。71. This lounge belongs to the airport and not to Star Alliance. We have contracts with individual airlines. So according to regulations, Im afraid you may not use this lounge.这是机场的休息室，不是星空联盟的休息室。我们和各航空公司之间是合同关系，所以根据规定您不能使用这间休息室。72. You must go to the boarding gate to enter your mileage because we have different computer systems. We are very sorry about the inconvenience. If you want to change your seat or upgrade higher class, you may talk to the airline representative.由于我们的电脑系统不同，请到登机口处输入您的里程，很抱歉给您带来的不便。您要是想换个座位或想升舱，请与航空公司代办联系。73. The boarding will be a little bit late today, because the aircraft is connected to only one passenger bridge. The approximate boarding time is 10 oclock.今天登机稍晚些，因为今天飞机只靠了一个桥。您的登机时间约为十点。74. Good morning, Captain. This is the Passenger Manifest, and this is the Load Sheet.早上好，机长，这是旅客名单，这是舱单。75. There is a live animal, a cat in the BULK. Please pay attention to the temperature there.散舱有一只活动物，是一只猫，请注意一下温度。76. Theres a gun belonging to one of the passengers. Its at AKE3698. The bullets are at AKE1110.有一位旅客带了一支枪，放在AKE3698，子弹放在AKE1110。77. Captain, this is the flight plan. Please dont forget to fill in the fuel form.机长，这是飞行计划，请您不要忘记填写油单。78. Captain, according to Air Traffic Control, the flight altitude is changed to 1080.机长，飞行高度据站调的通知更改为1080。79. Do you need the weather report for any other cities, Captain?机长，是否还需要其他巡航点的天气预报？80. Captain, according to Air Traffic Control, there are several changes to the flying route. Please follow the new route.机长，站调有几个新的航路点的变化，请按照此变化飞行。81. There is a LMC OFF passenger. We are now looking for his checked baggage.有一名旅客需要拉下，现在正在找出他的托运行李。82. A LMC passenger has been taken off the plane. It is all right if has baggage is taken care of bay his companion?有一名旅客已被拉下，行李由他的同伴负责，可以吗？83. Please show me the passport of the crew, and the flight documents.请把机组护照和随机文件交给我。84. Please check the number of passengers and crew.请您核对一下旅客及机组人数。85. There are the things you should pay attention to in Beijing, and please keep the General Declaration ready for departure.这是在京停留的注意事项，并请保留一张机组申报单出港使用。Part:Dialogues 对话A: How many people are there in your group?B: There are 8 people.A: Whats your flight number? Whats your final destination?B: Its AF129 to Paris.A: How many pieces of baggage do you have in your group?B: There are altogether 12 bags.A: Do you need any special services?B: Yes. We have two elderly people in our group. So we need two wheelchairs.A: I shall get them ready for you.B: When do we start boarding?A: Dont worry. Our staff in the special service section will inform you when the boarding starts and they will accompany you to the boarding gate.B: Thank you very much.A: You are welcome.译文：A: 您的团里有多少人？B: 有八个人。A: 您的航班号是多少？目的地是哪里？B: AF129到巴黎。A: 您的团里有多少件行李？B: 总共十二件行李。A: 您需要什么特殊服务吗？B: 是的，我们团里有两位老人，需要两个轮椅。A: 我会为您准备好。B: 我们什么时候登机？A: 别担心。登机时，我们特服人员会陪伴您到登机口。B: 非常感谢。A: 不客气。A: Do you remember the brand of your suitcase?B: Sorry, I forget.A: And what color is it? Is it made of leather or plastic? What shape is it? Have a look at this picture. Is your suitcase similar to any of these in this picture?B: Its similar to this one, but my suitcase is dark green.A: All right. Whats in your suitcase?B: There are some T-shirts, a few CDs, books, perfume and some chocolates.A: Good. Could you show me your boarding pass, ticket and passport?B: Here they are.A: Just a moment. Im going to make a copy of them.(After a while)A: Thank you. Here are your ticket, boarding pass and passport. Please fill in this form and sign it at the bottom. Please leave your telephone number or means of contact in China. We shall phone you as soon as we have any information about your baggage. This is your file reference number. This is our telephone number. You may phone us, too.B: Thank you.A: Youre welcome.译文：A: 您记得您的箱子的牌子吗？B: 对不起，我忘了。A: 它是什么颜色？是皮的还是塑料的？什么形状？请您看一下这张图片，您的包与这张图里的包有相似的吗？B: 它跟这个想象，但我的箱子是深绿色。A: 好，您的箱子里都有什么物品？B: 几件T恤衫，几张CD，书籍，香水和一些巧克力。A: 请给我看一下您的登机牌，机票和护照。B: 给你。A: 请稍等，我复印一下。(过了一会)A: 谢谢。这是您的机票，登机牌，护照。请您填一下这张表格并在底下签名。请留下您的电话号码或在中国的联系方式，一有您行李的消息我们马上通知您。这是您的电脑编号，这是我们的电话。您也可以给我们打电话。B: 谢谢。A: 不客气。A: Good afternoon, sir. Are you taking the flight to Xiamen?B: Yes, I am. Do I check in here?A: Yes, sir. Could you show me your ticket and your ID Card?B: Here they are. I want this dog checked. This is its quarantine certificate.A: Thank you, sir. According to our company regulations, the dog cant be checked free. The charge is based on the weight of the dog.B: Very well. But remember to supply it with oxygen.A: Dont worry, sir. Well do that. Would you like a window seat or an aisle seat, sir?B: Id like a seat near the emergency exit, please. A: Thats fine. Here are your ticket, ID Card, boarding pass and baggage tag. Your flight is boarding at gate 8.B: Thank you.A: Youre welcome.A：下午好，先生。您是厦门航班的旅客吗？B：是的。是在这里办手续吗？A：是的。请给我看一下您的机票和身份证好吗？B：在这。我要托运一只狗。这是小狗的卫生检疫证明。A：好，先生。按照公司的规定，您托运的小狗不是免费托运行李。您得按照小狗的实际重量付费。B：没问题。一定要给我的小狗放氧气。A：您放心吧，我们会的。您要靠窗的座位还是靠走廊的座位？B：请给我一个安全出口的座位。A：没问题。给您，这是您的机票，您的身份证，登机牌和行李票。您的航班在8号门登机。B：谢谢。A：不客气。译文：A: Could you show me your ticket and your Excess Baggage Ticket?B: Here they are.A: Your baggage is 5 kilograms overweight, We charge 30 dollars for each kilogram. So you need to pay by cash or by credit card?B: May I use Travelers Checks?A: Sorry, We cant accept Travelers Checks here. Im afraid youll have to go to the bank to cash them first.B: Then Ill use my credit card.A: Please allow me to explain this to you first, sir .We accept only US dollars, Euros, and Chinese Yuan. if you have other currencies, youll have to exchange them at the bank.B: very well. Ill pay it in US dollars.A: Thank you, sir. This is your receipt.please show it to the check-in agent to collect your boarding pass.B: Thank youA: Youre welcome. Have a nice trip.译文：A: 请出示您的机票和逾重行李单。B:在这儿A: 您的行李超重五公斤。我们每公斤收费三十美元。所以您需支付一百五十美元。您付现金还是信用卡？B:我能用旅行支票吗？A：:对不起，我们这儿不收旅行支票，恐怕您得去银行换成现金。B：那我用信用卡吧。A：请允许我解释一下。我们只收美元，欧元和人民币。如果您有其他的货币，你得先去银行换钱。B：没问题，我用美元付。A：谢谢，先生。这是您的付款收据，请您向值机人员出示，然后拿登记牌。B：谢谢A：不客气。祝您旅途愉快。（5）A：Excuse me , Which airline are you taking?B：Singapore Airlines.A：Could you show me your passport and ticket?B：Here they are.A：Please fill in the arrival and departure cards. Do you have any transfer baggage? If you do ,please show me your baggage tag. These are your boarding pass and ticket. Your baggage will be checked to final destination, right？B：Yes.A：Your flight will be boarding at gate 4 and the boarding time is half past eight. You must go through Immigration on the 3rd floor first ,then to the gate to w