民航地勤英语（项目04）

民

航

地

勤

英

语项目目标LearningObjectivesAfterlearningthisproject,studentswillbeableto:Recommendgoodsandprovideservicestopassengersinplacessuchasduty-freestoresandrestaurants.Solvetheinconveniencecausedtopassengersduetoflightdelaysorcancellations.Remindpassengerstoboardtheplane.Solveotherproblemsencounteredbypassengersintheterminal.QualityObjectivesDeveloptheabilitytobeflexible.Learntobeprofessionalwhendealingwithpassengers’complaints.目

录ContentsTask1Task2Task3WaitingPassengersServiceIrregularFlightServiceBoardingPassengersServiceTask1WaitingPassengersServiceLead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Reading

深入阅读Part

3Part

4TaskDetection任务检测TaskEvaluation任务评价Part

5Part

6Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Reading

深入阅读Part

3Part

4TaskDetection任务检测TaskEvaluation任务评价Part

5Part

6Thefollowingarethepopularcommoditiesatduty-freeshops.Trytowritedownthenameofeachoneandtellthedifferencesbetweenshoppinginaduty-freeshopandshoppinginanordinaryshop.1__________________________________________________________

glasses

cosmetics

perfume__________________________________________________________

purse

wine

shoes__________________________________________________________

scarf

watch

chopsticksTrytorecommendsomefacilitiesorservicestothefollowingpeopleattheairport.21.PiawhowantstochangesomeRMB.2.Davidwhowantstobuysomesouvenirsforhisfamily.3.Mr.andMrs.Brownwhowanttohaveameal.Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Reading

深入阅读Part

3Part

4TaskDetection任务检测TaskEvaluation任务评价Part

5Part

6兑换货币1.Whatkindofforeigncurrencydoyouhave?您有哪种外币？2.What’stoday’srateforUSdollars?今天美元的汇率是多少？3.Whatdenominationswouldyoulike?您想要哪些面额？兑换货币4.Wouldyoupleasefillinthiscurrencyexchangedeclarationform?麻烦您填写下货币兑换申报表。5.Wouldyoupleasesignontheexchangememo?请在兑换水单上签名退税1.Showmeyourreceipt,please.请出示您的发票。2.Hereis$5youpaidforduties.这是退您的5美元税款。购物1.Istronglyadviseyoutobuythisone.

我强烈建议您买这个。2.Inthisduty-freeshop,yourtotalexpenditurecannotbeover××dollars.在这家免税店，您的总消费不能超过××美元。3.Wecouldgiveyoua10%discount.我们可以给您打九折。购物4.Sorry,nobargainhere.

对不起，我们这里不讲价。5.Areyoupayingincashorbycreditcard?您用现金支付还是用信用卡支付？1.Areyoureadytoorder?

您要点餐了吗？2.Wehaveallkindsofdishesanddrinks.

我们有各种各样的菜和饮料。3.Thatdishisverypopular.那道菜很受欢迎。4.Wouldyoulikenoodlesorricewiththat?

您要搭配面条还是米饭？就餐5.Howaboutthedrinks?您喝点什么？6.IsthereanythingelsethatIcangetyou?

还有其他需要的吗？7.Pleasewaitasecond,yourfoodwillbeservedrightaway.请稍等，您的菜马上就来。8.Wedon’taccepttips.我们不收小费。就餐知识角机场候机大厅设施为了方便旅客出行，机场内设置了很多服务和娱乐设施，包括休息室、酒店、WiFi、移动充电站、储物柜、餐厅、免税店等。机场内常用服务和娱乐设施的中英文对照见下表。知识角机场候机大厅设施序号中文英文1自动取款机ATM/CashMachine2行李手推车BaggageTrolleys3照相亭PhotoBooth/PhotoKiosk4公用电话Telephone5免税店Duty-free&Shopping6直饮水DrinkingWater7货币兑换处CurrencyExchange8离境退税TaxRefund9行李寄存处LuggageStorage&Lockers10商务中心BusinessCenter11邮局PostOffice12休息室AirportLounges知识角机场候机大厅设施序号中文英文13医疗服务MedicalServices14更衣室DressingRoom15母婴室NursingRoom16吸烟室SmokingRoom17酒店AirportHotels18休息区域RestZones19儿童游乐区Children’sPlayArea20饮食区Food&Drinks21移动充电站MobileCharging22机场失物招领处AirportLostandFound23休闲娱乐区RelaxationCorner24免费淋浴设施ComplimentaryShowerFacilitiesLead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Reading

深入阅读Part

3Part

4TaskDetection任务检测TaskEvaluation任务评价Part

5Part

6外币兑换Setting:PiahasjustgotofftheplaneatBeijingAirportforabusinesstrip,andsheonlyhasUSdollars.NowshewouldliketoexchangesomeRMBfortheconvenienceofstayinginChina.(C＝Clerk;P＝PassengerPia)C:Goodafternoon,Ma’am.HowcanIhelpyou?P:Ineedsome().C:Certainly,Ma’am.Whatkindofforeigncurrency1doyouhave?P:USdollars.What’stoday’sexchangerate2

forUSdollars3?C:It’s701RMBfor100USdollars.P:I’dliketoexchange()USdollars.C:OK.That’s3,505RMBinall.Whatdenominations4

wouldyoulike?

ChineseRMB

500外币兑换P:Iwouldlike35100-RMBbillsand()fortherest.C:OK.Couldyoushowmeyourpassport?P:Hereyouare.C:Thanks.Wouldyoupleasesignontheexchangememo5?P:Sure.C:Thankyou,Ma’am.Hereisyourmoneyandhereisyourmemo.Itmaycomeinhandy6

lateron.P:Thanks.C:Mypleasure.

coins 外币兑换Notes:1.foreigncurrency 外汇2.exchangerate 汇率3.USdollar 美元4.denomination /dɪˌnɒmɪˈneɪʃn/ n. 面额5.exchangememo 外汇兑换水单6.comeinhandy 用得着外币兑换1Listentothedialogueandfillinthebrackets.2Listentothedialogueagainandrepeattheunderlinedsentences.机场购物Setting:DavidisinaChineseduty-freeshop,andhewantstobuysomelocalspecialtiesforhisfamily.(C＝Clerk;P＝PassengerDavid)C:Goodmorning,sir.WhatcanIdoforyou?P:Isthisaduty-freeshop1?C:Yes,itis.P:Good.I’dliketobuysomelocalspecialties2formyfamily.Canyourecommend3

mesome?C:Sure.Istronglyadviseyoutobuythisone.P:Theylookbeautiful.TheyareChinesechopsticks4,right?C:Yes.机场购物P:Howmuchdoesone()cost?C:()foreachpair.P:It’salittlebitexpensive5.Couldyougivemeadiscount?C:Sorry,sir.Nobargain6here.P:Allright.I’lltake()ofthem.C:OK.Areyoupayingincashorbycreditcard?P:Bycreditcard.Andpleasemakeout7the().

C:OK,sir.Hereyouare.

pair

40yuan

5

receipt机场购物Notes:1.duty-freeshop 免税店2.localspecialty 地方特产3.recommend /ˌrekəˈmend/ v. 推荐4.chopstick /ˈtʃɒpstɪk/ n. 筷子（常用复数）5.expensive /ɪkˈspensɪv/ adj. 昂贵的6.bargain /ˈbɑːrɡən/ v. 讨价还价7.makeout 开（收据）机场购物1Listentothedialogueandfillinthebrackets.2Listentothedialogueagainandrepeattheunderlinedsentences.餐厅就餐Setting:Mr.andMrs.Brownwanttohavedinnerattheairport.Inarestaurant,thewaiterisrecommendingChinesecuisinetothem.(C＝Clerk;P＝PassengerMr.Brown)C:Goodevening,sir.Areyoureadytoorder?P:Ican’treadthe()verywell.Canyougivemesomerecommendations?C:Yes,ourEuropean1

foodisverypopular.P:Butmywifewantstotrysome()food.C:Noproblem.Wehaveallkindsofdishesanddrinks.TherearemanykindsofChinesefood,whichcanbedividedintoeightmostfamouscuisines2

andthetypicalonesareSichuancuisineandGuangdongcuisine.P:Thatsoundsinteresting.Tellmemoreaboutthetwo.

menu

Chinese餐厅就餐C:Withpleasure.Sichuancuisineismainlymadeupofspicy3and()food,whileGuangdongcuisineusesvariouskindsof()whichtasteslighterthantheformer.P:Weprefersomespicyfood.C:Howabout“shuizhuyu”?Itisfishslicesinspicysoup,atypicalSichuancuisine.P:Thatsoundsverynice.Whatwouldyourecommendtogowith4it?C:Stir-fried5

greenbeansarecalled“sijidou”.Thatdishisverypopular.P:Wedon’teatmuchChinesefood,sowe’llgowithyouradvice.C:OK.Wouldyoulikenoodlesorricewiththat?P:()wouldbefine.C:OK.Howaboutthedrinks?P:Justsome(),please.C:OK.IsthereanythingelseIcangetyou?

hot

seafood

Rice

water 餐厅就餐P:No,thanks.C:OK.Pleasewaitasecond.Yourfoodwillbeserved6rightaway7.P:Thankyou.C:Mypleasure.(Afterthemeal)P:Excuseme,madam?C:Yes?P:MayIhavethebill?C:Yes.Hereitis.P:CanIpaywiththe()?C:Sure.P:Thanks.Hereisyourtip8.C:It’sverykindofyou,butwedon’taccepttips.Thankyouanyway.P:Allright.

creditcard餐厅就餐Notes:1.European /ˌjʊərəˈpiːən/ adj. 欧洲的2.cuisine /kwɪˈziːn/ n. 菜肴3.spicy /ˈspaɪsi/ adj. 辛辣的4.gowith 与……相配5.stir-fried /stəːfraid/ adj. 用旺火炒的6.serve /sɜːv/ n. 端上；提供7.rightaway 立刻8.tip /tɪp/ n. 小费餐厅就餐1Listentothedialogueandfillinthebrackets.2Listentothedialogueagainandrepeattheunderlinedsentences.餐厅就餐3TrytotranslatethefollowingsentencesintoChinese.1.Canyougivemesomerecommendations?2.Sichuancuisineismainlymadeupofspicyandhotfood,whileGuangdongcuisineusesvariouskindsofseafoodwhichtasteslighterthantheformer.3.Wedon’teatmuchChinesefood,sowe’llgowithyouradvice.

你能给我一些推荐吗？

川菜以麻辣为主，而粤菜则以各种海鲜为主，比川菜清淡。

我们不常吃中国菜，所以我们接受你的建议。Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Reading

深入阅读Part

3Part

4TaskDetection任务检测TaskEvaluation任务评价Part

5Part

6瑞士苏黎世机场的儿童游乐场CreativeAirportServicesDepartureloungesare“buffer1”areasdesignedtoaccumulate2passengersuntilthetimeofboarding.Spendlonghoursattheairportreallytakeatoll3.Thus,itbecomesmoreimportantforairportsandairlinestoimprovethepassengers’experienceindeparturelounges.Herearesomeofairportsandairlinesthatwenttheextramiletobetterthelivesofthecustomers.

★buffer /ˈbʌfə(r)/

n.

缓冲区

★accumulate

/əˈkjuːmjəleɪt/v.聚集

★takeatoll

造成损失1.ShortStoryDispenserWhencustomerswaitatairportsinstalledwithShortStoryDispenser,theycanprintoff4

freeshortstoriestoread.Itisreallyconvenientandagoodwayforcustomerstokilltime.2.NapcabsAllnapcabscomeequippedwithaseriesofcorecomponentsandoptionsfunctioningtogethertodeliverauniquehospitalityexperiencetocustomersacrossawidevarietyofenvironments.Atsomeairportswiththiskindofequipment,whenpassengersaresleepyorjustneedsomepeaceandquiet,theycanrentonetoenjoytheirprivatespace.

★

printoff

打印

CreativeAirportServices3.CreativeChildren’sPlaygroundThechildren’splaygroundattheairportinZürich,Switzerlandisaminiature5airport.Howcreativeitis.Forparentswithchildren,thechildren’splaygroundisundoubtedlyahappyparadise6.Childrencanbefreetoplaytheirownfavoritethingstherewhenparentscangetamomentofpeace.Thiskindofinnovative7

designwillplayabettereffecttoattractchildren’sattentionandletthemcreatelesschaos8intheairport.CreativeAirportServices

★miniature

/ˈmɪnətʃə(r)/adj.

小型的

★paradise

/ˈpærədaɪs/

n.

天堂

★innovative

/ˈɪnəveɪtɪv/

adj.

创新的

★chaos

/ˈkeɪɒs /

n.

混乱4.AFreePianoInthelobby9oftheSanJoseInternationalAirport,thereisapiano,andnexttoitisasignreading“Entertainifyouwill,butplease,begentlewiththekeys”.5.RechargeaPhoneJustbyPedaling10PedalpowercannowhelpbreaktheboredomfortravelerswaitingforflightsatBrisbane’sInternationalAirport,whilealsokeepingtheirmobilephonecharged.Formanypeople,itisanewattempt.Aftertravelingforawhiletheycangetbloodclotsstuck11intheirarteries12,sothisisaperfectwaytoexercisewhilenotgoinganywhereandchargingtheirphones.CreativeAirportServices

★lobby

/ˈlɒbi/

n.

大厅

★pedal

/ˈpedl/v.

骑（自行车）

★stuck

/stʌk/

adj.

卡住的

★artery

/ˈɑːtəri/n.

动脉1.buffer

/ˈbʌfə(r)/

n.

缓冲区2.accumulate

/əˈkjuːmjəleɪt/

v.

聚集3.takeatoll

造成损失4.printoff

打印5.miniature

/ˈmɪnətʃə(r)/

adj.

小型的6.paradise

/ˈpærədaɪs/

n.

天堂7.innovative

/ˈɪnəveɪtɪv/

adj.

创新的8.chaos

/ˈkeɪɒs/

混乱9.lobby

/ˈlɒbi/

n. 大厅10.pedal

/ˈpedl/

v.

骑（自行车）11.stuck

/stʌk/

adj.

卡住的12.artery

/ˈɑːtəri/

n.

动脉WordsandPhrases1Readthepassageandanswerthefollowingquestions.1.Whatarenapcabsusedfor?2.WhyistheChildren’splaygroundcreativeattheairportinZürich?3.Doyouliketheideaofchargingmobilephonesbypedaling?Why?4.Doyouknowothercreativeservicesforpassengersaroundtheworld?Dosomeresearchandlistthreemore.

Whenpassengersaresleepyorjustneedsomepeaceandquiet,theycanrentonetoenjoytheirprivatespace.

Becausethechildren’splaygroundattheairportinZürichisaminiatureairport.TranslatethefollowingsentencesintoChinese.21.Departureloungesare“buffer”areasdesignedtoaccumulatepassengersuntilthetimeofboarding.2.Entertainifyouwill,butplease,begentlewiththekeys.3.Aftertravelingforawhiletheycangetbloodclotsstuckintheirarteries,sothisisaperfectwaytoexercisewhilenotgoinganywhereandchargingtheirphones.

候机室是“缓冲”区，用来在登机前聚集旅客。

如果愿意，请尽情使用，但请温柔对待琴键。

在旅行一段时间后，他们的动脉中可能会有血块堵塞，所以这是一种完美的锻炼方式，同时也不用去别的地方给手机充电。Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Reading

深入阅读Part

3Part

4TaskDetection任务检测TaskEvaluation任务评价Part

5Part

6我为旅客排忧难——候机服务在机场候机时，旅客可能会遇到各种各样的问题。为了更好地服务旅客，候机服务人员不仅要熟悉机场的各种设施及服务，还需要根据旅客的不同情况提供个性化的服务。假如你是当班的候机服务人员，遇到以下四个旅客时，你会如何为他们提供服务？晚上12点还在等飞机的旅客。带着两个5岁孩子的旅客。想找一个安静地方工作的旅客。想打印文件的旅客。请从上面四位旅客中选择一位，模拟情景，用英语为其提供服务。地勤服务小剧场——值机实施步骤：（1）学生自由分组（2人一组）。（2）小组成员总结旅客可能会问到的问题，并给出相应真实、准确的答复。（3）小组成员一人提问，一人尝试回答（轮番进行）。（4）各小组按顺序依次上台表演。（5）表演结束后学生按照下表进行自评和互评。Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Reading

深入阅读Part

3Part

4TaskDetection任务检测TaskEvaluation任务评价Part

5Part

6评价标准评价细则分值自评小组评价语言组织信息真实、准确优秀（9～10分）良好（7～8分）及格（5～6分）一般（0～4分）

内容简单、易懂

逻辑合理、条理清晰

语言表达吐字清晰、发音准确

语言流畅、语速适中

声音饱满、语气温和

仪表仪态仪表得体、举止得当

神采奕奕、笑容可掬

Task2IrregularFlightServiceLead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Announcement机场广播Part

3Part

4Reading

深入阅读Part

5TaskEvaluation任务评价Part

6TaskEvaluation任务评价Part

7Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Announcement机场广播Part

3Part

4Reading

深入阅读Part

5TaskEvaluation任务评价Part

6TaskEvaluation任务评价Part

7Lookandmatch.Selecttherightexpressionbelowforeachpicturethatshowsthereasonforflightdelaysorcancellations.11.badweathercondition

2.mechanicalproblems3.staffingproblems

4.airtrafficcontrol____________________________________________________________________________

1

3

4

2Trytofindsomewaystoeasethepassengers’anxietywhentheirflighthasbeendelayedorcancelled.Hereisanexamplethatyoucanuseasareference.2e.g.Providefreefoodanddrinkstothepassengers.1._____________________________________________2._____________________________________________Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Announcement机场广播Part

3Part

4Reading

深入阅读Part

5TaskEvaluation任务评价Part

6TaskEvaluation任务评价Part

7告知旅客航班延误或取消1.Iamsorrytoinformyouthatyourflighthasbeendelayedduetotheheavyfog/thethunderstorm/thebadweathercondition.我很抱歉地通知您，您今天的航班由于大雾/雷雨/坏天气而延误了。2.Sorry,sir.Ithasbeencancelledbecauseofsomemechanicaltroubles/problems.由于技术故障，航班取消了。3.Flight××willbedelayedfor××hoursduetotheaircraftmaintenanceatourairport.××航班由于我们机场的飞机维修而延误××小时。4.WeregrettoannouncethatFlight××to××hasbeencancelledduetoairtrafficcontrol.Thisflighthasbeenrescheduled.我们很遗憾地宣布，由于空中交通管制，飞往××的××航班取消

了。这班飞机已经改期了。告知旅客航班延误或取消告知旅客航班延误时长1.Wedon’tknowtheextentofthedelayexactly,maybeanhourorevenlonger.我们不知道延误的确切时间，可能一个小时，也可能更长。2.Notuntiltomorrowmorning/thedayaftertomorrow.

延误到明天早上/后天。提出补偿办法1.Wearesorryforthedelayandwewillofferafreelunchforeachpassengeronthisflight.

很抱歉航班延误，我们将为每位旅客提供免费午餐。2.Pleasegototheservicecountertogetamealcouponandshowyourboardingpassforidentification.请到服务台领取餐券并出示登机牌以确认身份。3.Wewouldofferyoufreeaccommodationand××yuanascompensation.Tomorrowmorningwewillarrangebusestopickyouup.我们为您安排了免费食宿和××元的赔偿。明早我们会安排车辆接您。提出补偿办法4.Wouldyouliketorefundtheticketorreroute?Ifyoupreferarefund,wewouldrefundyouthefullfareticket.您要退票还是改签？如果您想退票，我们会全额退给您。5.I’lltryandseeifIcanputyouonanotherflight.我看看能不能把您安排到另一个航班上。6.I’llendorseyourtickettoAirChinaandchangethereservationdetailsonyourticket.我将把您的机票转让给中国国际航空公司，并更改您机票上的预订信息。提出补偿办法7.IcaneitherrebookyouonthesameflighttomorrowormakeareservationforyouontheFlight××today,whichdoyouprefer?我可以为您预订明天的同一航班，也可以为您预订今天的××航班，您选哪种方案?8.Pleaseleaveyourphonenumber.Ifthereisanychange,wewillinformyou.请留下您的联系电话，有意外情况我们会尽快通知您。知识角航班延误的天气原因导致航班延误的原因是多方面的，有天气原因，如大雾、雷雨等；也有航空公司自身的原因，如机械故障、空勤人员等原因；还有旅客原因，如有的旅客违反规定携带超大行李上机造成航班延误等。其中，天气原因造成航班延误是最常见的原因，因为是人力不可抗拒的因素，所以比较容易得到旅客的理解。以下为造成飞机延误的主要天气情况：snowstormthundershower

heavyfoglightning

暴风雪雷阵雨

大雾

闪电知识角航班延误的天气原因poorvisibilitytyphoonhailtornado

能见度低

台风

冰雹

龙卷风Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Announcement机场广播Part

3Part

4Reading

深入阅读Part

5TaskEvaluation任务评价Part

6TaskEvaluation任务评价Part

7航班短时间延误Setting:Infrontoftheinformationdesk,Davidisinquiringaboutthereasonforthedelayofhisflight.(C＝Clerk;P＝PassengerDavid)P:Excuseme.C:Goodmorning,sir.HowcanIhelpyou?P:I’vejustheardanannouncementthatFlightCA216toChengduhasbeen().Couldyoutellmethereason?C:Itisduetotheairtrafficcontrol1attheairport.P:Whatisairtrafficcontrol?

delayed航班短时间延误C:Thatissimilarto2

trafficcontrolontheroad.Thistimeisrushhourforflights.Weareinformedthattherearemanyflightswaitingtotakeoff3

sothattherunway4isbusynow.P:Whendoyouexpectittodepart?C:Wedon’tknowtheextentofthedelayexactly,maybeanhourorevenlonger.Pleasepayattentiontothelatestannouncementaboutyourflight.P:Sowe’llprobablydepartafter().C:Wearesorryforthedelayandwewilloffera()lunchforeachpassengeronthisflight.P:Allright.Thankyou.C:Mypleasure.

lunchtime

free 航班短时间延误Notes:1.airtrafficcontrol 空中交通管制2.besimilarto 与……相似3.takeoff 起飞4.runway /ˈrʌnweɪ/ n. 跑道航班短时间延误1Listentothedialogueandfillinthebrackets.2Listentothedialogueagainandrepeattheunderlinedsentences.航班长时间延误Setting:FlightMU2546ispostponedtothenextdayduetotheheavyfog.Apassengerwhohasanurgentbusinessmeetingtomorrowmorningisaskingforrerouting.(C＝Clerk;P＝Passenger)C:Goodafternoon.HowcanIhelpyou?P:Hello.Ihavebeenwaitingforthedepartureofmyflightforoveranhour.WhyisflightMU2456notreadyforboardingyet?C:Iamsorrytoinformyouthatyourflighthasbeendelayedduetotheheavyfog.P:Whenwillitbereadyfordeparture?C:Notuntiltomorrowmorning.P:That’stoobad.It’sreallyalongdelay.ButImustarriveinShenzhenby10amtomorroworIwillmissaveryimportantconference1.Isthereanotherflightavailable?航班长时间延误C:Well,I’lltryandseeifIcanputyouonanotherflight.P:Thankyou.C:FlightCA8214isleavinginanhour.P:Couldyougetmeonthatflight?C:I’llcheckandseeifthere’sanyspaceleft.Yes,therearestilltwoseatsleft.P:That’sgreat.C:I’llendorseyourtickettoAirChinaandchangethereservationdetailsonyourticket.P:Thankyouverymuchforyourhelp.C:Gladtobeofservice.2航班长时间延误Notes:1.conference /ˈkɒnfərəns/ n. 会议2.Gladtobeofservice. 很高兴为您服务。航班长时间延误1Listentothedialogueandfillinthebrackets.2Listentothedialogueagainandrepeattheunderlinedsentences.航班取消Setting:FlightSK996wascanceledbecauseofmechanicalproblems.Apassengerwhoisanxiousnowisconsultingtheclerkworkingattheinformationdesk.(C＝Clerk;P＝Passenger)P:Excuseme.CouldyoutellmewhyFlightSK996hasbeen()?C:Sorry,sir.Ithasbeencanceledbecauseofsomemechanical1

troubles.P:SowhatshouldIdonow?It’sdeepeveningnow.C:Wearesorryfortheinconveniencecausedtoyou.Wouldyouliketorefundtheticketorreroutetheplane?Ifyoupreferarefund,wewouldrefundyouthefullfareticket.P:Icannotrefundtheticket.Ihaveaveryimportantappointment2withmyfriend.Couldyourebook3thenextflightforme?

cancelled航班取消C:Thereisnoflightlefttoday.Howaboutthe()flighttomorrow?P:That’sveryupsetting4.Allright,pleaserebookmeontheearliestflighttomorrow.Anddoyoucompensate5usforhotelexpenses?C:Yes,sir.Wewouldofferyoufreeaccommodation6and()ascompensation.Tomorrowmorningwewillarrangebusestopickyouup.P:OK.Thatwillbefine.C:Pleaseleaveyour().Ifthereisanychange,wewillinformyou.P:010-9999-8866.C:OK.Thankyouforyourcooperation.

earliest

300yua

phonenumber航班取消Notes:1.mechanical /məˈkænɪkl/ adj. 机械的2.appointment /əˈpɔɪntmənt/ n. 约定3.rebook /riːbʊk/ v. 重新订票4.upsetting /ʌpˈsetɪŋ/ adj. 令人苦恼的5.compensate /ˈkɒmpenseɪt/ v. 补偿6.accommodation /əˌkɒməˈdeɪʃn/ n. 住宿航班取消1Listentothedialogueandfillinthebrackets.2Workinpairsandroleplaythedialogue.航班取消3TrytotranslatethefollowingsentencesintoChinese.1.Ithasbeencanceledbecauseofsomemechanicaltroubles.2.Couldyourebookthenextflightforme?3.Wewouldofferyoufreeaccommodationand300yuanascompensation.

由于一些机械故障，航班取消了。

你能帮我重新订下一班飞机吗？

我们将为您提供免费住宿和300元作为补偿。Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Announcement机场广播Part

3Part

4Reading

深入阅读Part

5TaskEvaluation任务评价Part

6TaskEvaluation任务评价Part

7航班延误通知Setting:Thisannouncementisusuallymadewhiletheflightisdelayed.Ladiesandgentlemen,MayIhaveyourattention,please?FlightCA595willbedelayedfor()hoursduetoaircraftmaintenance1

atourairport.Wouldyoupleaseremain2inthe()andwaitforfurtherinformation?Ifyouhaveanyproblemsorquestions,pleasecontacttheirregularflightservicecounter.Thankyou.

3

waitinghall航班取消通知Setting:Thisannouncementisusuallymadewhiletheflightiscanceled.Ladiesandgentlemen,MayIhaveyourattention,please?WeregrettoannouncethatFlightCA6102toBeijinghasbeencanceledduetoairtrafficcontrol.Thisflighthasbeenrescheduled.Wouldyoupleasecontactthe()?Wewillmakeallthenecessaryarrangements.Thankyou.

servicecounter不正常航班服务通知Setting:Thisannouncementisusuallymadewhiletheairlinesprovideservicetothepassengerswhoseflightshavebeendelayed.PassengersforFlightCA975toSingapore3,Attention,please.Pleasegototheservicecountertogetamealcoupon4andshowyour()foridentification.Thankyou.

boardingpass不正常航班服务通知Notes:1.maintenance /ˈmeɪntənəns n. 维修2.remain /rɪˈmeɪn v.

留待3.Singapore /ˌsɪŋgəˈpɔː/ n. 新加坡4.coupon /ˈkuːpɒn n.

优惠券不正常航班服务通知1Listentothedialogueandfillinthebrackets.2Listentotheannouncementsagainandrepeatthem.不正常航班服务通知3Listentotheannouncementsagainanddiscussthefollowingquestionswithyourpartner.1.Inyouropinion,whatkindofpassengerisqualifiedtoaskforcompensation?2.Howwillyoucomfortthepassengerswhoseflightisdelayed?Lead-in

任务导入KnowledgeReserve

知识储备Part

1Part

2Dialogue

情景对话Announcement机场广播Part

3Part

4Reading

深入阅读Part

5TaskEvaluation任务评价Part

6TaskEvaluation任务评价Part

74WaystoMakeYourPassengers

ForgetTheirFlightWasDelayed

Flightdelaysandcancellationshappentothebestofairlines.Mechanicalissues,badweatherconditionsandevenlast-minutestaffingproblemscanunpredictablyinterrupt1

flightservices.Andtravel-weary2passengersarenotalwaysthemostunderstandingoreasiesttoplease—especiallywhenthey’refrustrated3bydelays.Angrycustomersoftentaketosocialmediainmomentsliketheseandhurtthereputation4ofanairlinebyposting5negative6reviews7.However,thereareafewwaysthatairlinescanmakethesesituationslessstressfulforcustomers.

★interrupt

/ˌɪntəˈrʌpt/v.打断

★travel-weary/ˈtrævlˈwɪəri/

旅途劳累

★frustrate

/frʌˈstreɪt/

v.使受挫折

★reputation/ˌrepjuˈteɪʃn/n.名声

★post

/pəʊst/

v.发布

★negative

/ˈnegətɪv/

adj.负面的

★review

/rɪˈvjuː/ n.评论1.MakeConnectivityaPriorityPassengerswhogetstuckattheairportgatewithoutWiFioraccesstoelectricaloutlets8tochargetheirmobiledevicesmaygetangryquickly,especiallyiftheyneedtocontacttheofficeabouttheirdelay.AccordingtoresearchfromPwC9,“Mobiledevicesareflyers’numberonetravelcompanion10.Travelerswanttostayconnectedfromthegroundup—whetherforworkorentertainment.”Bymakingmobileconnectivityapriority,airlinescanensurethatpassengersareabletousetheirmobiledeviceswithoutinterruption.4WaystoMakeYourPassengers

ForgetTheirFlightWasDelayed

★outlet /ˈautlet/

n.

插座

★PwC

普华永道咨询公司

★companion

/kəmˈpæniən/n.

同伴

2.ProvideIn-personInteractionswith