国际航班英语业务培训

湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD 英语培训英语培训 2011年4月1日 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD培训内容1.常用英语词汇2.公共服务英语3.值机服务英语4.登机、接机服务英语5.航延英语6.处理不正常行李服务英语7.售票服务英语练习Practice 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD1.常用英语词汇 空客 Airbus 波音 Boeing 麦道 McDonald-Douglas（麦克唐纳 道格拉斯）头等舱 First-class 经济舱 Economy-class 公务舱 Business-class 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD1.常用英语词汇 普通护照 Ordinary passport 外交护照 Diplomatic passport 公务护照 Service passport 永久居留卡（绿卡）Permanent Resident Card 枫叶卡 The Card of Maple Leaf 起飞到达时间 Departure Arrival time 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD1.常用英语词汇 靠过道窗口的座位 Aisle seat Window seat 候机楼 Terminal building 中转柜台 Transfer counter 贵宾室 V.I.P room 行李领取处 Luggage claim/baggage claim 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD1.常用英语词汇 天气原因Bad weather（heavy snow/heavy rain/Thunderstorm 大雪/大雨/雷暴）航行管制Operational control 空中管制Air traffic control 飞机维护Aircraft maintenance 中转航班Connecting flight 直达航班Direct flight 货币兑换Currency exchange 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD1.常用英语词汇 ETD:estimated time of departure预计起飞时间 ETA:estimated time of arrival预计到达时间 ATD:actual time of departure实际起飞时间 ATA:actual time of arrival实际到达时间 One-way trip 单程 Round trip 往返（来回程）Make a reservation 订座 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD1.常用英语词汇 超重行李Excess/Overweight baggage 托运行李Checked/check-in baggage 手提行李Cabin luggage 免除责任行李牌Limited release tag 一百毫升的液体 100 ml.(milliliter）liquid 打包行李Pack baggage 行李票Baggage check/tag 传送带Conveyor belt 紧急出口Emergency exit 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD1.常用英语词汇 超大/不规则行李Oversized/irregular luggage 婴儿车Buggy 轮椅Wheel chair 行李手推车Trolley 摆渡车Ferry Bus 机场大巴Airport Shuttle Bus 孕妇Pregnant women 无陪儿童Unaccompanied child 素食Vegetarian meal 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD2.公共服务英语 1.Good morning/afternoon/evening,Sir/Madam.May I help you?先生、小姐早上/下午/晚上好，要我帮忙吗？2.Excuse me.对不起。（为了引起他人注意或因为打扰别人）3.It doesnt matter/Never mind.没关系。4.Youre welcome./Its my pleasure。别客气。5.Have a nice trip./Enjoy your trip.祝您旅途愉快！湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD2.公共服务英语 6.Very nice to meet you!很高兴认识您。7.It is a direct/connecting flight.这是直达/中转航班。8.-When do I have to get to the boarding gate?我要何时到达登机口？-You should get to the boarding gate half an hour before departure.您至少要在起飞前半小时到达。9.Thank you for your cooperation and understanding.感谢您的合作与理解.10.We will keep you informed.我们将随时通知您.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD2.公共服务英语 11.It takes about_hours and_ minutes.You will arrive at_about _ .飞行时间是 _小时_分钟。到达_时间约_.12.I beg your pardon?请再说一遍，好吗？/13.You are speaking a little bit too fast for me.Could you speak a bit slower?您说得太快了，请说慢一点.14.Just a moment,please.Im going to check.请您等一等，让我查一查。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD2.公共服务英语 15.You should check in at Counter No.18.您在值机18号柜台办理乘机手续。16.Dont worry,we will try our best to help you.别担心，我们会尽力帮助您。17.What a pity!/I am sorry to hear that.非常遗憾。非常抱歉听到这事。18.I will ask someone else to help you.Please wait a moment.我找别人来帮您，请稍等 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD3.值机服务英语 1.Please show your passport.请出示您的护照。2.Please show me your itinerary/receipt of E-ticket.请出示您的电子机票。3.Would you like a window seat or an aisle seat?您需要靠窗座位还是靠走廊的座位？4.Its an aisle seat/a window seat/a seat next to the emergency exit.它是个走道位子/靠窗的座位/靠紧急出口的座位。5.Im afraid all the window seats have been taken.对不起，所有靠窗的座位都没有了。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD3.值机服务英语 6.Your seat is in the middle section of the cabin.您的座位在机舱的中部。7.Im afraid we are unable to offer your three seats together at present.What I can do is to give you seats as close as possible to each other.没有三位一起的座位。我尽量为您安排相邻的座位。8.The service agent of the VIP Lounge has come to meet you,please wait a moment.头等舱休息室的服务员已出来迎接您，请稍等一下。9.Please show me your club card,we can record the mileage for you.请出示您的会员卡，我们可以为您累计里程。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD3.值机服务英语 10.Special meals should be booked 24 hours before departure.特殊旅客餐食应在起飞前二十四小时预订。11.Breakfast/Brunch/Lunch/Dinner will be available on the flight.机上供应早餐早午餐中餐晚餐。12.Please hurry up to pass security check,now its boarding.请您赶快过安检，现在已经登机了。13.Sorry,you have missed the time for check-in.对不起，您已错过本次航班乘机手续的办理时间。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD3.值机服务英语 14.Miss,the check-in has been finished half an hour before departure.小姐，乘机手续在航班起飞前半小时已停止办理。15.Im sorry to keep you waiting so long.让您久等，实在抱歉。16.Because the economy seats are not available,we locate you in the first class seat.You can still enjoy the treatment of the economy class.因经济舱已满座，我们为您安排了一个头等舱座位。您仍然享受经济舱待遇。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD3.值机服务英语1.Do you have any check-in baggage?请问您有托运行李吗？2.How many pieces of baggage would you like to check in?您有几件托运行李？3.Where is your final destination?您的最终目的地是哪里？4.Do you want to check your luggage to the final destination or to your first stop?您是要将您的托运行李托运到您的目的地还是您的第一站？5.Please put your check-in baggage on the conveyer belt.请把您的托运行李放在传送带上。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD3.值机服务英语 6.Do you have anything fragile or any valuables in your checked baggage?请问您的行李里面有易碎或贵重物品吗？7.Sorry,the handle of your bag is broken.Please sign your name here.The airlines will not be responsible for damage or breakage.对不起，您的行李把手已损坏，请在此处签名，证明航空公司对您行李已有的损坏不负赔偿责任。8.Besides laptop computer,you can take one piece of cabin baggage within 5 kg.除手提电脑外，您可携带1件手提行李，重量不超出5公斤 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD3.值机服务英语9.If your luggage is oversized or irregular,please go to the Oversized Baggage Counter over there.大件行李、不规则行李请您到那边的大件行李托运处托运。10.Your bags need to be packed.Please get it packed in packing place.You have to pay for the packing.您的行李需要打包，请到打包处打包，费用自理。11.The free baggage weight limit for every Economy/Business/First Class passenger is 20/30/40kg.免费行李经济舱公务舱头等舱是20/30/40kg.12.Your bags are 10 kilos overweight,I am afraid you have to pay for the overweight.您的行李超重了10公斤，恐怕我得向您收费。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD3.值机服务英语 13.I wish I could help you but this is our companys policy.我真想帮您，可是我们只能按规定办理。14.The charge for excess baggage is 1.5%of the standard ticket fare for economy class.So you have to pay 200 Yuan.行李逾重费的标准为经济舱公布票价的1.5%，您得交纳200元。15.Im so sorry,the wheelchair cant be in the cabin and must be checked in.We will use our wheelchair to serve you into the aircraft.对不起，轮椅不能带进客舱，必须托运，我们为您提供轮椅，送您登机。.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD3.值机服务英语 16.This is your boarding pass,baggage tag and club card.这是您的登机牌、行李票和会员卡。17.Because a customs check is required,you must claim your luggage in London yourself and check it again for your onward destination.由于海关检查，您需要在伦敦自行提取行李，重新办理托运手续到您的目的地。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD4.登机、接机服务英语 登机广播 前往香港的旅客请注意：您乘坐的KA851次航班现在开始登机。请带好您的随身物品，出未登机牌，由2号登机口上飞机。祝您旅途愉快。谢谢！Ladies and Gentlemen,may I have your attention please:flight KA851 to Hong Kong is now boarding.Would you please have your belongings and boarding passes ready and board the aircraft through gate NO.2.We wish you a pleasant journey.Thank you.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD4.登机、接机服务英语 催促登机广播 前往香港的旅客请注意：您乘坐的KA851次航班很快就要起飞了，还没有登机的旅客请马上由2号登机口登机。谢谢！Ladies and gentlemen,may I have you attention please:Flight KA851 to Hong Kong will take off soon.Please be quick to board through gate No.2.Thank you.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD4.登机、接机服务英语 1.The boarding gate will be closed in 10 minutes.Please hurry and board your aircraft.登机门将于10分钟内关闭。请抓紧时间！2.In order to board as quickly as possible,please stand in queue and wait before the counter.为了尽快登机，请在柜台前排队等候。3.-What is that type of aircraft?-This flight is served by Boeing737Airbus320.这是什么机型，波音737空客320。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD4.登机、接机服务英语 接机广播 迎接旅客的各位请注意：由香港飞来本站的KA850次航班已经到达。谢谢！Ladies and Gentlemen,may I have your attention please:flight KA850 from Hong Kong is now landing.Thank you.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD4.登机、接机服务英语 1.Luggage turntable is located on the 1st floor,you can find your check-in baggage according to electronic screen.行李转盘在一楼，您可以根据电子屏显找到你的托运行李。2.If you have a lot of luggage,you can use luggage trolley for free.如果的行李太多，您可免费使用行李手推车。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD4.登机、接机服务英语 3.You can by airport shuttle bus to downtown at the first floor of Terminal 2.您可以在T2的一楼乘坐机场大巴去市区 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD5.航延英语 1.对不起，您乘坐的航班因天气原因/航行管制/空中管制/飞机维护延误了。Were so sorry,your flight has been delayed due to bad weather/operational control/air traffic control/aircraft maintenance.2.对不起，您乘坐的航班因机械原因取消了。Were terribly sorry,Your flight has been cancelled due to mechanical trouble.3.由于天气原因，天河机场暂时关闭。The Tian He airport has been closed due to bad weather.4.我们还在等最新的天气情况。We are waiting for the latest weather report.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD5.航延英语 5.这个航班由于天气原因延误到11：20分。The flight has been delayed to 11:20 due to bad weather.6.由于航空管制的原因您的航班还没有确切的时间，请您先稍等一会儿，如果有了进一步的消息我会马上通知您。We dont have an exact time for departure at present due to air traffic control.Please wait for a moment.If there is any further information,we will inform you immediately.7.对不起，由于天气原因而造成了航班延误，一旦天气好转，飞机马上起飞。Sorry.The flight has been delayed due to bad weather.It will take off as soon as the weather changes.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD5.航延英语 8.我们现在为航班延误的旅客提供免费饮料。We are now supplying beverages free of charge for delayed passengers.9.我们可以为您办理全额退票。We can refund the full fare ticket for you.10.我们为您安排免费食宿和300元的赔偿，并改签明日最早的航班。We can rebook you on the earliest flight tomorrow,and we could offer your free accommodation and 300yuan compensation.11.我们将您送到XX宾馆，您在那里过夜，免费向您提供食宿。We will be sending you to the XX Hotel;you will stay overnight there with free accommodations.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD5.航延英语 12.您的机票属于折扣票，不能改签其他航空公司的航班。Your ticket is a discounted one,which cannot be endorsed to other airlines flight.13.对不起，暂时不能确定。Im very sorry.Its not sure yet.14.我们会尽早通知您 We will inform you as soon as possible.15.非常感谢您的理解与配合。Thank you for your understanding and cooperation.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD6.处理不正常行李服务英语 In order to prevent your luggage from being mistakenly taken,please show your luggage tag.Your cooperation is highly appreciated.为了防止行李错拿，请出示您托运的行李小票，感谢您的配合。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD6.处理不正常行李服务英语please show me your luggage tag,and I will go to the luggage inquiry office to have a check.Please wait.请出示您托运的行李小票，我去行李查询室查询情况。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD6.处理不正常行李服务英语 2.A porter put your baggage in a wrong place,and your bags were not loaded in the airplane.But later on,they found the problem,and put them on the next flight.因为搬运工摆放错误，您的行李没有带上飞机，后来他们发现后，您的行李会搭乘下一个航班过来。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD6.处理不正常行李服务英语When the flight arrives,Ill help you to claim your baggage.航班到达后，我会帮助您提取行李。Please help me to fill the form,and leave your telephone number and address.Staff will send your luggage to the address you leaving.请协助我填写表格，留下您的 和地址。工作人员将会把行李送往您留下的地址。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD6.处理不正常行李服务英语 We regret to hear that your baggage was damaged during the air transportation.We have two ways to make compensation.A new luggage hold or 200RMB.Which one do you choose?很抱歉您的行李在航空运输途中破损。我们有两种途径赔偿您的损失。赔偿您一个新的行李箱或者是200元人民币，您选那一种？湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD7.售票服务英语1.请问您前往的目的地和出发时间？Would you please tell me your destination and departure time?2.您想订什么舱位?头等舱、豪华经济舱还是经济舱?Which class do you prefer?First Class or Economy Class?3.单程还是往返?One-way or round trip?4.您想预订回程航班吗?Would you like to reserve a return flight?湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD7.售票服务英语5.到上海的往返程机票是3400元。A round-trip ticket to Shanghai is 3,400 Yuan.6.我们这里有折扣票。We have discount tickets.7.您可以购买到6折的机票（节省40%）。It saves you 40 percent.You only need to pay 60 percent.8.您想现金支付还是信用卡支付。Would you be paying in cash or by credit card?湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD7.售票服务英语9.您想升到头等舱吗?Would you like to upgrade to First Class?10.您必须在出票地办理退票。You have to refund your ticket in the place of issuance.11.-还有更早一点的航班吗?Is there an earlier flight?-现在是旺季,白天的航班已经爆满。这是今天最早的航班。It is the high season now,and the flight of daytime is fully booked.This is the earliest flight.湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTDPractice 天气原因 Bad weather 航行管制 Air traffic control 超重行李 Overweight baggage 一百毫升的液体 100 ml.(milliliter）liquid 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTDPractice 打包行李 Pack baggage 行李票 Baggage check/tag 无陪儿童 Unaccompanied child 易碎品 Fragile items 订座 Make a reservation 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTDPractice 麦道 McDonald-Douglas 往返（来回程）Round trip 行李领取处 Luggage claim 中转航班 Connecting flight 轮椅 Wheel chair 湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTDPractice1.您需要靠窗座位还是靠走廊的座位？2.您在值机18号柜台办理乘机手续。3.请问您的行李里面有易碎或贵重物品吗？4.您的行李需要打包，请到打包处打包。5.为了防止行李错拿，请出示您托运的行李小票。6.对不起，您乘坐的航班因空中管制延误了。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTDPractice 地点：值机柜台 人物：值机员A，乘客Lucy 经过：Lucy乘坐港龙851次航班到香港后转机去伦敦。两段都需要前排靠窗的座位。行李直接托运到伦敦。湖北空港航空地面服务有限公司湖北空港航空地面服务有限公司 HUBEI AVIATION GROUND SERVICES COLTDHUBEI AVIATION GROUND SERVICES COLTD 谢 谢！