学习活动中的行李服务优化策略

任务描述

假如你是自助行李值机柜台的工作人员Rose,请你帮助外国乘客Amy办理一件重约15 kg行李箱的自助行李托运。

任务准备

【小组查询资料并完成讨论】 利用网络、手机等媒介,查询资料并讨论:

(1)为乘客办理行李托运必须了解的知识点——了解行李托运规定的相关信息。请将之前搜集整理的航空公司的免费行李额度写出来。

(2)询问行李件数以及行李称重的相关英语常用表达。

任务实施

【小组合作探讨完成下列任务】

写一写:分组讨论撰写“为乘客Rose在行李值机处办理行李托运手续”的对话。

要求:(1)符合办理行李托运手续的流程,不少于12句;

(2)语法合乎要求,鼓励创新。

【角色扮演】 为外国乘客Rose在行李值机处办理行李托运手续。

演一演:分角色扮演操练(实训场地)。

要求:(1)可使用自制的小道具进行展示,达到完成服务工作的目的;

(2)在展示过程中注意办理流程和礼貌服务;

(3)每组表演时间不超过5分钟;

(4)2～4人为小组代表在实训区进行展示;

(5)完成小组模拟情境互评打分表。

任务拓展和提升

【对话】 朗读并注意画横线的句子。

A:Hello,Sir.

B:Hello,is this where I ought to have my baggage checked?

A:Yes,have you gone through all the formalities of customs,quarantine and frontier inspection?

B:Yes,I have.What is the allowance for each passenger traveling on an international flight?

A:On international flights,the free baggage allowance for each passengers:first class,40 kg;business class,30 kg;economy class,20 kg.No free baggage allowance is granted to infant paying 10%of the adult fare.

B:That's my baggage.Three pieces of baggage altogether.

A:Let me weigh them on the scales. Well,it's 45 kg altogether,5 kg overweight.

B:50 yuan.Please pay me here.

A:Thanks,bye-bye!

B:Bye-bye.

【巩固练习】

1.分角色朗读上面的对话。

2.朗读对话,并回答下列问题。

1)What's the two roles in the dialogue?

2)According to the dialogue,what's the allowance for each passenger traveling on an international flight?

3)What's the problem with the passenger's baggage?

3.听老师朗读,写出听到的单词或句子。

1)______________________________　2)______________________________

3)______________________________　4)______________________________

5)______________________________　6)______________________________

7)______________________________　8)______________________________

9)______________________________　10)______________________________

4.请将下列中文句子翻译成英文。

1)您想要什么样的座位?

2)您的行李一共10千克。

3)航空公司规定每人手提行李只准带一件,限重5千克。

4)按规定,您的免费托运行李额重为20千克。

5)很抱歉,您的行李超重5千克。

任务总结和知识点链接

1.Checked Baggage Service中的交际要点。

1)说明行李规定:

2)询问行李数量:

3)行李称重:

4)告知行李重量:

5)粘贴行李标签:

2.知识点链接—— 托运、取行李流程。

1)每位旅客的免费行李额(包括托运和自理行李)。

2)持成人或儿童票的头等舱旅客为40千克,公务舱旅客为30千克,经济舱旅客为20千克。

3)找到柜台直接把证件(身份证、护照等)交予办理登机手续的人员,托运的行李放在行李传送带上称重,将行李过检,如果行李安全,工作人员会将托运好的行李标签贴在行李上,并将标签存根给乘客,以便核对行李信息。

4)下机后,找到对应的航班行李信息,前往取行李处,对好相应的行李标签,提取自己的行李。

课后练习和任务

【课后练习】

1.熟读对话,并分角色朗读。

2.根据上下文,填写句子,使对话完整。

A:Good afternoon._______________.

P:Here you are.I'm going on the CA Flight to Beijing.

A:________________________________________.

P:I have a trunk and a handbag.

A:All right.___________________.Thank you for flying CA Airline.

C:Good morning,Mr.Li.I see________________________.However,there has been a change of aircraft for that flight which affects the seat number.

P:Can I get the similar seat in the changed aircraft?

C:I'm sorry.There aren't_________in the forward section.

P:It's a pity.Can you give me a window seat in the middle or rear cabin?

C:Please wait for a while,I'll check.Yes.I offer________________________________.And if a window seat in the forward becomes available at the last minute,our agent will contract you in the cabin.Is that all right for you?

P:That's OK.

C:Thank you,Mr.Zhao.We're very sorry to cause you this problem.

【课后任务】

分小组,根据下面的背景编写对话,要求英文对话不少于12句,并将对话录制成视频以小组形式上传到学习通平台。

CA169北京飞往大阪的航班已经开始进行值机服务,请地面服务工作人员帮助经济舱乘客办理1件20千克的行李箱托运任务。

A:_________________________________________________________________________

P:___________________________________________________________________________

A:_________________________________________________________________________

P:_________________________________________________________________________

A:___________________________________________________________________________

P:_________________________________________________________________________

A:_________________________________________________________________________

P:___________________________________________________________________________

A:_________________________________________________________________________

P:_________________________________________________________________________

任务描述

假如你是“超规行李补托运柜台”的服务人员Jane,请你帮助外国乘客A 办理超大行李托运 (两个纸箱且长宽高超过200 cm)、乘客B办理超重行李(经济舱40 kg的行李箱)的托运任务。

任务准备

【小组查询资料并完成讨论】 利用网络、手机等媒介,查询资料并讨论:

(1)免费行李额:

(2)超大行李:

(3)超重行李:

(4)办理行李托运流程:

任务实施

【小组合作探讨完成下列任务】

写一写:分组讨论撰写“乘客A 办理超大行李托运、乘客B 办理超重行李托运手续”的对话。

要求:(1)符合办理行李托运手续的流程,不少于12句;

(2)语法合乎要求,鼓励创新。

【角色扮演】 为“乘客A 办理超大行李托运、乘客B 办理超重行李托运手续”的对话。

演一演:分角色扮演操练(实训场地)。

要求:(1)可使用自制的小道具进行展示,达到完成服务工作的目的;

(2)在展示过程中注意办理流程和礼貌服务;

(3)每组表演时间不超过5分钟;

(4)2～4人为小组代表在实训区进行展示;

(5)完成小组模拟情境互评打分表。

任务拓展和提升

【对话】 Dialogue A Excess Baggage超重行李

C:Good morning.May I help you?

P:Good morning.Is this the counter for CA986?

C:Yes.Can I have your passport and itinerary of e-ticket,please?

P:Here you are.

C:What baggage are you going to check in?(www.xing528.com)

P:I have two boxes.

C:It seems that one box is too big.Have you measured it?

P:I haven't measured it.But I weighed them.They are within the free baggage allowance.

C:I don't mean they are overweight.I mean one of your baggage is too long.

P:Are you sure about that?

C:Let me measure.The box is 95 cm long,60 cm wide and 50 cm high.The other one is 60 cm long,40 cm wide and 26 cm high.The big one is over the length limit.

P:I don't understand.

C:The free baggage allowance for each economy passenger is two pieces,and the sum of the length,width and height of each must not exceed 158 cm.but the sum of the two piece must not exceed 273 cm.

P:I see.What should I do then?

C:Yon can send the big box as unaccompanied baggage.

P:Oh,no.I don't want to do that.I want all my baggage to travel with me.

C:I'm sorry.We have to treat your baggage as overweight baggage.

P:That's OK.

C:You have to pay 21 yuan as the excess charge.

P:Here is the money.

C:Here are your boarding pass,and your baggage checks and receipt for the overweight baggage.

P:Thank you.

Dialogue B Oversized Baggage超大行李

P:I'm going to take flight CA101 to Hong Kong.Shall I check in at this counter?

A:Yes.Your passport,please.

P:Here you are.

A:Have you got any baggage to check?

P:Yes,these two cardboard boxes.

A:The small one is OK.But the other one is too big.

P:But they only weigh 19 kilograms altogether.

A:I don't mean they are overweight.I mean that one is too long.It's 120 cm long,over the length limitation.

P:What's the 1imitation?

A:The length,width and height mustn't exceed 100 cm,60 cm,and 40 cm respectively.

P:What should I do then?

A:The big box should be handled as overweight baggage.I'm afraid you have to pay for the excess.

P:OK.Can I pay here?

A:No.There's an excess baggage desk over there.After you pay,please come back with the receipt for the excess.Then I'll check the baggage for you.

P:OK.Thank you.

【巩固练习】

1.分角色朗读上面的对话。

2.根据对话A,回答下列问题。

1)Who are the two persons in the dialogue?

2)What's the matter with the passenger?

3)What's the regulation of free baggage allowance for each economy passenger?

3.根据对话B,回答下列问题。

1)Who are the two persons in the dialogue?

2)Which flight did the passenger want to take?

3)What's the limitation of free baggage allowance?

4.听老师朗读并写出听到的单词或句子。

1)______________________________　2)_______________________________

3)______________________________　4)_______________________________

5)______________________________　6)_______________________________

7)______________________________　8)_______________________________

9)______________________________　10)______________________________

5.在横线上填写合适的句子并将对话翻译成中文。

C:Good morning.May I help you?

P:Good morning.Is this the counter for CA301?

C:Yes.Can I have your passport and itinerary of e-ticket,please?

P:Here you are.

C:What baggage are you going to check in?

P:__________________________.

C:It seems that one box is too big.

P:Really?

C:I think they are overweight.

P:Are you sure about that?

C:Let me weigh.__________________________.

P:I see.What should I do then?

C:I'm sorry.We have to_________________as overweight baggage.

P:That's OK.

C:You have to pay 21 yuan as the excess charge.

P:Here is the money.

C:Here are your boarding pass,and your baggage checks and receipt for the overweight baggage.

P:Thank you.

C:Let me weight.

任务总结和知识点链接

1.超大超重行李定义:

2.超大超重行李办理托运的流程:

3.知识点链接——航空公司关于行李的知识点。

1)除了随身携带物品之外都属于自理行李,背包如果随身携带就属于随身携带物品,如果办托运就属于托运行李。

2)免费行李额:持成人票或儿童票的旅客,每位免费行李额为:头等舱40 kg,公务舱30 kg,经济舱20 kg。持婴儿票的旅客,无免费行李额。

3)逾重行李额:旅客对超过免费行李额的行李应支付逾重行李费。逾重行李费率以每公斤按经济舱票的1.5%计算,金额以元为单位,尾数四舍五入。

4)随身携带物品:随身携带物品的重量,每位旅客以5 kg为限。持头等舱客票的旅客,每人可携带两件物品,持公务舱或经济舱客票的旅客,每人只能随身携带一件物品。每件随身携带物品的体积均不得超过20×40×55 cm。超过上述重量、件数或体积限制的随身携带物品,应作为托运行李托运。

5)不准作为行李运输的物品:国家规定的禁运物品、限制运输物品、危险物品包括但不限于液体、压缩气体、易燃、腐蚀流体、易燃流体和固体、毒品、氧化剂、可聚合物质、磁性物质、放射物质、有害或有刺激性物质,以及具有异味或容易污损飞机的其他物品,不能作为托运行李或随身携带物品。

6)不准在托运行李内夹带的物品:旅客不得在托运行李内夹带重要文件、资料、外交信袋、证券、货币、汇票、贵重物品、易碎易腐物品,以及其他需要专人照管的物品。

7)行李包装:托运行李必须包装完善、锁扣完好、捆扎牢固,能承受一定的压力。对包装不符合的行李,可拒绝承运。

8)行李赔偿:旅客的托运行李从托运时起到交付时止,如发生丢失或损坏,航空公司应承担责任,赔偿金额每公斤不超过人民币50元。如行李价值每公斤低于50元时,按实际价值赔偿。行李赔偿的重量按旅客实际托运行李重量计算。

免费行李额分为计重免费行李额和计件免费行李额两种。计重免费行李额;按照旅客所付的票价座位等级,每一全票或半票旅客免费行李额为:一等舱为40 kg,公务舱为30 kg,经济舱(包括旅游折扣)为20 kg,按成人全票价百分之十购票的婴儿无免费行李额。计件免费行李额,按照旅客所付的票价座位等级,每一全票或半票旅客的免费行李额为两件,每件长、宽、高三边之和不得超过158 cm,每件重量不得超过32 kg。但持有经济舱(包括旅游折扣)客票的旅客,其两件行李长、宽、高的总和不得超过273 cm,按成人全票价百分之十购票的婴儿无免费行李额。

课后练习和任务

【课后练习】

1.将下面的英文句子翻译成中文或将中文翻译成英文。

1)Any hand luggage,madam?

2)Could you put on the luggage label,please?

3)Hand-luggage is not weighed.

4)How many pieces of luggage do you want to check in?

5)I mean that one is too long.It's 120 cm long,over the length limitation.I'm sorry,sir.We will charge you for five kilos overweight.

6)我能带这个袋子上飞机吗?

7)需要把我们所有的行李一起称吗?

8)长、宽、高分别不能超过100厘米、60厘米和40厘米。

9)恐怕您要付超重行李费了。

10)您付完超重行李费后,带着您的收据回来,我将为您托运行李。

2.在横线上填写合适的句子,补全对话。

C:Good afternoon.Your ID card and itinerary of e-ticket,please.

P:Here you are.

C:_________________to check in?

P:Yes.Two boxes.

C:Would you put them on the scales?I'm going to weigh them.

P:OK.By the way,can you tell me how many kilos of free baggage each passenger is allowed?

C:______________________.What class are you travelling?

P:First class.

C:For a first-class passenger,__________________________.

P:How many pieces of baggage can I carry onto the plane?

C:Passengers holding first class tickets may carry 2 pieces within the total weight of 5 kg onto the plane.

P:I see.Thank you for your information.

C:You're welcome.Your boarding pass and baggage check,please.

P:Good-bye.

【课后任务】

分小组,根据下面的背景编写对话,要求英文对话不少于12句,并将对话录制成视频以小组形式上传到学习通平台。

1)You are traveling in Xi'an,but you can't find your suitcase at the airport.

2)The clerk comes and asks you to fill in the “Baggage Transport Accident Record”.

3)Two days later,the clerk calls you to claim your luggage.