unit 1 telephone information電話問詢
  lesson 1 enquires about flight information詢問航班信息
  lesson 2 telephone reservations電話預(yù)訂
  lesson 3 reservation change預(yù)定更改
  lesson 4 reconfirmation座位再確認
  lesson 5 requesting special services申請?zhí)厥夥?wù)
unit 2 ticketing service客票服務(wù)
  lesson 1 purchasing a ticket購票
  lesson 2 ticket reissue客票的換開
  lesson 3 ticket endorsement客票的簽轉(zhuǎn)
  lesson 4 ticket refund退票
  lesson 5 issuing tickets出  票
unit 3 checkin procedure值機服務(wù)
  lesson 1 passenger check in辦理乘機手續(xù)
  lesson 2 pre—assigned seat cancelled座位被取消
  lesson 3 unaccompanied minor無人陪伴兒童
  lesson 4 missing the time for check—in錯過辦理登機時間
  lesson 5 check in for a passenger with physical difficulties為行動不便的乘客辦理登機
  lesson 6 request party seats要求幾人在一起的座位
unit 4 baggage service行李服務(wù)
  lesson 1 checked baggage交運行李
  lesson 2 baggage inquiry行李查詢
  lesson 3 excess baggage超重行李
  lesson 4 oversized baggage超大行李
  lesson 5 baggage deposit行李寄存
  lesson 6 baggage claim行李提取
  lesson 7 free baggage allowance免費行李額
unit 5 vip service貴賓服務(wù)
  lesson 1 handing of vip貴賓引導(dǎo)
  lesson 2 vip service貴賓服務(wù)
  lesson 3 meeting an vip貴賓的接機
  lesson 4 handling of vip for departure貴賓送機
unit 6 security check安全檢查
  lesson 1 immigration人境
  lesson 2 customs海關(guān)
  lesson 3 going through the security check過安全檢查
  lesson 4 managing the crowds疏導(dǎo)人群
  lesson 5 special circumstance特殊情境
unit 7 flight service空中服務(wù)
  lesson 1 welcome aboard歡迎登機
  lesson 2 seat座位
  lesson 3 exchanging seats換位子
  lesson 4 belonging隨身物品
unit 8 before takeoff起飛前準備
  lesson 1 security check安全檢查
  lesson 2 cabin preparation客艙準備
unit 9 cabin service客艙服務(wù)
  lesson 1 comprehensive綜合
  lesson 2 drinks飲料
  lesson 3 for meal供餐
  lesson 4 duty—free sales免稅品銷售
  lesson 5 flight delays航班延誤
  lesson 6 entertainment rest娛樂休息
unit 10 landing著陸
  lesson 1 the guest下客
  lesson 2 the airport and destination機場和目的地
  lesson 3 the airport service機場服務(wù)
unit ii safety and emergency應(yīng)急處理
  lesson 1 the processing of the cabin fire客艙失火的處理
  lesson 2 handle passenger cabin客艙釋壓的處理
  lesson 3 emergency evacuation procedures應(yīng)急撤離程序
  lesson 4 emergency medical treatment應(yīng)急醫(yī)療處置
unit 12 announcement航空廣播
  lesson 1 preflight briefing飛行前準備
  lesson 2 boarding and greeting登機與問候
  lesson 3  before take—off  起飛前
  lesson 4 meal and entertainment service  餐飲和娛樂服務(wù)
  lesson 5 duty—free sales免稅銷售
  lesson 6 first aid，safety and emergency急救、安全和應(yīng)急
  lesson 7 delay and enquiries延遲與查詢
  lesson 8 landing著陸
參考文獻