change of reservation

1、民航服务英语口语教程上海交通职业技术学院Unit 7 Change of Reservation Ways of Making a Reservation lGo to a travel agencylGo to an airline officelGo to the airport ticket counterlUse your telephone lUse your internet or web Procedures of Reservation lStep 1: Making an inquiry of the PAXs informationlStep 2: Confirming t

2、he space / Confirmation Making an inquiry of the PAXs Making an inquiry of the PAXs informationinformationPassengers Full NameTravel DocumentsPassportVisaHealth CardBoarding PassClass of Service: F-class/ Y-class/ C-class/ K-classExpected Departure Time/DateSpecial Service Origin and Destination Con

3、firming the Space / Confirmation Confirming the Space / Confirmation Status of ReservationlOK: Space ConfirmedlRQ: On Request / On Waiting ListlNS: No Seat (Infant)lSA: Subject to LoadlOP: Open DatedSARQNSOK/OPSome TermsCRS: Computer Reservation SystemGDS: Global Distribution System Amadeus/ Galileo

4、/Sabre/ Wordspan PNR: Passenger Name Record BF: Booking Files Passports l Normal Passportl Alien Passportl Diplomatic or Consular Passportl Nansen and Laisser Passerl Joint PassportsVisasl Visitor Visal Transit Visal Re-entry Permitsl Exit Permitsl Schengen Visa: lThe name Schengen originates from a

5、 small town in Luxembourg. In June 1985, seven European Union countries signed a treaty to end internal border checkpoints and controls. More countries have joined the treaty over the past years. At present, there are 15 Schengen countries, all in Europe. lThe 15 Schengen countries are: Austria, Bel

6、gium, Denmark, Finland, France, Germany, Iceland, Italy, Greece, Luxembourg, Netherlands, Norway, Portugal, Spain and Sweden. All these countries except Norway and Iceland are European Union members. lType A: Airport Transit Visa Airport Transit VisalType B: Transit VisaTransit VisalType C: Short Pe

7、riod VisaShort Period VisalType D: Long Period National Long Period National VisaVisa Health Card l Yellow feverl Choleral Malarial Hepatitisl Bird Flul SARS: Severe Acute Respiratory Syndrome Ticket l Paper Tickets: Conventional Manual Tickets/ Automated TicketslElectronic Ticket Special Passengers

8、lCelebrities and VIPslHandicapped or ill passengersl Infants or unaccompanied children (UMs)l Passengers who require special foodlPassengers with language problemslFirst time passengerslThe elderly who move uneasily and has difficulty in carrying baggagelPassengers on diverted flights lPassengers ma

9、king direct connectionslThe standby passengersSpecial MealslVegetarian MealslDiabetic MealslGluten Free MealslLow Calorie MealslLow Fat/ Low Cholesterol MealslLow Sodium MealslInfant MealslChildrens MealslFruit Plate Seafood (not offered on Breakfast flights) lHindu - Hindu vegetarian meals are a st

10、andard choice on flights between New York/ Newark, NJ (EWR - Liberty) and Delhi, India (DEL). It is not necessary to request Hindu vegetarian as a special meal for these particular flights. lKosher (During Passover season, only Passover Kosher meals are offered) lGlatt Kosher (only offered on flight

11、s from Tel Aviv, Israel (TLV) to New York/ Newark, NJ (EWR - Liberty) lMoslem Airline Reconfirmation RulelA passenger having reserved for a seat for a continuing or return trip on an international or regional flight should reconfirm his/ her reservation no later than 72 hours before the flight depar

12、ture, if he/she is to stay at the continuing or return point for more than 72 hours. Failure to make such reservation will result in the cancellation of the seat reserved. A passenger staying at the continuing or return point for less than 72 hours does not need to reconfirm his/her reservation.Airl

13、ine Reconfirmation RulelPassengers*Passengers who have continuing or return space*Passengers who stay at the continuing or return point for more than 72 hourslTime Limit72 hours before the departure time of the next flightlResponsibilityThe automatic cancellation of the space reservedCreating a Dial

14、ogue Suppose I am a business man from NY. My name is James Croft. Now after 2 weeks of holiday in China. I am going to return and make a reconfirmation. NYYPEKNYC CA981 (-5-) Dep: 1300民航服务英语口语教程上海交通职业技术学院 Men propose, God dispose. A ProverbChange of ReservationChange of ReservationlVoluntary Changes

15、: Changes made by the passengerslInvoluntary Changes: Changes made by the airlines/ carriersVoluntary Changes vs. Involuntary Changes lUpgrading/downgrading due to an unavailable seatlOverbookinglMissing a connectionlFlight delaylAir crashlFlight diversionlNo showlRefund of the ticket not usedlLatec

16、omerlEndorsing the ticket due to urgent businessPair Work & Role PlayVoluntary Change: A CaseTokyoNew YorkJAL179 (1-3-5-6-) Dep:0800 - Honolulu- JAL137 (-2-4-5-7) Dep: 1130 Voluntary Change: A CaseSeattleLos Angeles UA 1790 (Typhoon) UA 5876Cancel the original flightAnother flight leaving 24 hou

17、rs later Make a new reservation and reissue the ticketOffer free meals and accommodation at airport hotelSteps on Change of ReservationAn agent should know:l1. Original Schedule l2. Alternate Choicel3. Confirmation/ Reconfirmationl4. Ticket Situationl5. New Contact Wayl1997: Lufthansa, Air Canada, S

18、AS, Thai Airways und United Airlines create the Star Alliance, the worlds first multilateral airline grouping, later to be joined by other carriers.Star Alliance正式会员正式会员 l加拿大航空（Air Canada） l新西兰航空（Air New Zealand） l全日空（ANA） l韩亚航空（Asiana） l奥地利航空（Austrian） - 包含奥地利航空（Austria Airlines）、劳达航空（Laudair）与奥地利飞

19、箭航空（Austrian arrows，由提洛列昂航空（Tyrolean Airways）代操作） - 隶属德国汉莎航空集团 l英伦航空（British Midland International，BMI） l波兰航空（LOT Polish Airlines） - 隶属德国汉莎航空集团 l德国汉莎航空（Lufthansa） l北欧航空（Scandinavian Airlines，SAS） l新加坡航空（Singapore Airlines） l西班牙斯班航空（Spanair）- 隶属北欧航空集团l葡萄牙航空（TAP Portugal） l泰国航空（Thai Airways International） l联合航空（United Airlines） l全美航空（US Airways） l南非航空（South African Airways） l瑞士国际航空（Swiss International Air Lines，SWISS） - 隶属德国汉莎航空集团 区域会员区域会员 l亚德里亚航空（Adria Airways）- 斯洛文尼亚 - 隶属德国