航班特殊状况时为旅客提供的服务广州民航27课件

航班特殊状况时为旅客提供的服务PASSENGERSERVICEINCONNECTIONWITHOPERATIONIRREGULARITY广州民航职业技术学院主讲人：肖华芝教学目标TEACHINGAIMS01tomastersomebasicwordsandusefulexpressionsinvolvedinofferingserviceforPassengersbecauseofflightdelayedorcancellation02tomastertheskillstoofferspecialservicetopassengersLead-in引入Fortheflightsexperiencingalengthygrounddelayorcancellation,whatservicesdotheairlinesusuallyoffertothepassengers?DiscussionLead-in引入Fortheflightsexperiencingalengthygrounddelayorcancellation,thepassengersexpecttobeofferedthefollowingservices:

toofferfreeaccommodationtohelppassengersrebookflightstoofferspecialservicetoofferfreeaccommodationtohelppassengersrebookflightstoofferspecialserviceSituationalDialogues情景对话Words&Expressions1.reservationsection 票务部门2.reach/riːtʃ/ v.联系到……3.putsb.up 为……安排住处4.voucher/ˈvaʊtʃər/ n.代币券；票券5.boardingpass 登机牌J:Icanrebookyouonthesameflighttomorrow.Ofcourse,we'llputyouupfreeattheairporthoteltonight.

J:Icanrebookyouonthesameflighttomorrow.Ofcourse,we'llputyouupfreeattheairporthoteltonight.

SituationalDialogue1情景对话1(J:JiangWeiP:PaulWilson)J:Mr.Wilson,I'mafraidthatFlightCZ627toTokyohasbeencancelledduetothetechnicaltrouble.Ourreservationsectionhasbeentryingtocontactyou,butwewereunabletoreachyouatthenumberyougaveus.P:I'msorryI'vebeenoutoftownthelastcoupleofdaysandjustcameback.Thenwhatareyougoingtodowithmyflight?

P:Isn'tthereanyearlierflight?ImustarriveinTokyoforabusinesstalktoday.J:ThereistheJapanAirlinesflightJL792todaythatleavesat3:10p.m.andarriveinTokyoat7:00p.m.P:Good.I'lltakethisflight.PaulWilsonhasboughtaticketfromBeijingtoTokyo.However,hisflighthasbeencancelledduetotechnicaltrouble.NowJiangWei,anairportcrew,isofferinghimfreeaccommodationandhelpinghimreroutetheflightattheairport.Situation1ServicesOfferedJ:Wearesorryaboutthedelay.Wewouldliketoofferyoulunchinanyrestaurantintheairport.Pleasejustpresentthisvouchertothewaiter.Enjoyyourmeal,Mr.Chen.J:Wearesorryaboutthedelay.Wewouldliketoofferyoulunchinanyrestaurantintheairport.Pleasejustpresentthisvouchertothewaiter.Enjoyyourmeal,Mr.Chen.SituationalDialogue2情景对话2(J:JiangWeiP:Passenger)J:Mr.Chen,I'mverysorrytoinformyouthatyourflighttodayhasbeendelayedduetoathunderstormonroute.P1:What'stheextentofthedelay?J:Aboutthreehours.Thenewestimatedtimeofdeparturewillbe12:30p.m.P1:That'salongdelay.Ihavetoleaveafterlunchtime.P2:Excuseme,doyouhavechesshere?J:Yes,wedo.P2:MayIborrowthechessset?P2:Thankyou.FlightCZ605toBangkokisdelayedbecauseofathunderstormonroute.JiangWei,anairportcrew,isofferingspecialservicetodelayedpassengers.Situation2ServicesOfferedJ:Yes.Pleaseleaveyourboardingpasshere.I'llgiveitbacktoyouwhenyoureturnthechessset.J:Yes.Pleaseleaveyourboardingpasshere.I'llgiveitbacktoyouwhenyoureturnthechessset.UsefulSentencePatterns有用句型ServicesOfferedduetoaLengthyFlightDelayorCancellation1Icanrebookyouonthesameflighttomorrow.我能为您重新预订明天的同一班航班。2We'llputyouupfreeattheairporthoteltonight.今晚我们将会在机场酒店为您免费安排住宿。3Wewouldliketoofferyoulunchinanyrestaurantintheairport.Pleasejustpresentthisvouchertothewaiter.Enjoyyourmeal.我们想在机场的任何一家餐厅为您提供午餐。请向服务员出示这张券。祝您用餐愉快。4Pleaseleaveyourboardingpasshere.I'llgiveitbacktoyouwhenyoureturnthechessset.请留下您的登机牌。您还象棋的时候我会还给您的。SentencePatternReview句型复习PleasetranslatethefollowingsentencesintoEnglish.1我能为您重新预订明天的同一班航班。Icanrebookyouonthesameflighttomorrow.2今晚我们将会在机场酒店为您免费安排住宿。We'llputyouupfreeattheairporthoteltonight.3我们想在机场的任何一家餐厅为您提供午餐。请向服务员出示这张券。祝您用餐愉快。Wewouldliketoofferyoulunchinanyrestaurantintheairport.Pleasejustpresentthisvouchertothewaiter.Enjoyyourmeal.4请留下您的登机牌。您还象棋的时候我会还给您的。Pleaseleaveyourboardingpasshere.I'llgiveitbacktoyouwhenyoureturnthechessset.Assignments作业YouareanairportcrewoftheShanghaiEasternAirlines.Nowapass