飞行中服务优化：CabinService学习活动

任务描述

飞机已经进入平飞阶段,并且到了提供午餐的时间,假如你是空中乘务员Alice,请为乘客提供餐饮服务。

任务准备

【任务相关知识准备】 请将下列图片对应的英文填在横线上。

【小组查询资料并完成讨论】

1.机上餐食的种类以及特殊餐食的种类:

2.机上服务的基本程序和要求:

任务实施

【梳理餐食词汇, 并熟读记忆】

breakfast　早餐　lunch　午餐

dinner　正餐　menu　菜单

Chinese food　中餐　western food　西餐

steamed　蒸的　fried　油炸的

COOKING 烹调

roast　烤的　taste　味道

fresh　鲜的　sour　酸的

bitter　苦的　crisp　脆的

hard　老的　delicious/tasty　美味的

light　清单的　tableware　常用餐具

bowl　碗　dish　碟子

spoon　勺　cup　杯子

knife　餐刀　fork　叉子

toothpick　牙签

FOOD 主食及其他

porridge/congee 　粥　scrambled eggs 　炒蛋

omelette　煎蛋卷　frittata　肉馅煎蛋饼

dimsum　点心　noodles　面条

fried noodles　炒面　fried rice　炒饭

dumpling　饺子　bread　面包

【小组合作探讨完成下列任务】

写一写:分组讨论撰写“为乘客Mike提供餐食”的对话。

要求:(1)符合为乘客提供餐食的流程;

(2)要求情节设计符合逻辑,不少于12句;

(3)语法合乎要求,鼓励创新。

【角色扮演】 开饭了! (为乘客Mike提供餐食)

演一演:分组角色扮演操练(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)在展示过程中注意为乘客提供餐食的流程和礼貌服务;

(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 Serve Drinks 提供饮料

FA:What would you want to have,madam? We have prepared soda,juice,coffee,tea and mineral water.

PAX:I'd like some juice.

FA:Which flavor do you like? We have orange and coconut.

PAX:Coconut,please.

FA:With ice?

PAX:No,thanks.

FA:Here you are.

Dialogue B Ask about the second Meal 询问餐食

PAX:Excuse me,miss,Will you serve a meal later?

FA:Yes,sir.We serve two meals during the flight.Next one is two hours later.And we have prepared some snacks and drinks at the bar.Please feel free to enjoy then.

PAX:Great!

FA:And you can also get toothbrushes and eye shaded there.Have a good sleep!

PAX:Thanks.And please don't wake me up then.I want to sleep a little longer.

FA:OK! You may tell us if you need your breakfast by then.

PAX:Thanks a lot.

FA:You're most welcome.

【巩固练习】

1.分角色朗读上面的对话。

2.根据对话回答下列问题。

1)What drink did the passenger have in the dialogue A?

2)What flavor did the passenger have in dialogue A?

3)What's the request for the passenger in dialogue B?

4)Did the air serve the second meal? When?

3.听老师朗读,写下所听到的单词或句子。

1)______________________________　2)_______________________________

3)______________________________　4)_______________________________

5)______________________________　6)_______________________________

7)______________________________　8)_______________________________

9)______________________________　10)______________________________

4.在横线上填写合适的单词、短语或句子,使对话通顺。

A:What would you________,sir?Coffee,tea or fruit juice?

P:A cup of hot tea,please.

A:Green tea or black tea?

P:I_________jasmine tea.

A:I'm awfully________but we don't have that on_________.Is there anything_________you'd like?

P:OK,I'll have black tea.

A:______________________.

P:Many thanks.

5.请熟读下列广播稿。

Before Dinner

Ladies and Gentlemen:

May I have your attention,please! We'll be serving breakfast(lunch/dinner)soon. Welcome to make your choice. If you have special diet requirement,please tell the flight attendant.

Thank you!

Drink Service

Ladies and Gentlemen:

We shall be serving tea,coffee,cola,sprite,orange juice and mineral water in a moment.You are welcome to take your choice.

Thank you!

任务总结和知识点链接

1.提供餐食的基本流程:

2.知识点链接。

飞机餐是民航飞机在航程中供应给乘客的餐饮。飞机餐菜式由航空公司定,一般由指定供应航机饮食的机构供应,在机场附近制作,并直接运送至航机上,在航程中途且飞机稳定时由空中服务员放在手推车上分发予乘客。不同等级客位的飞机餐,在菜式、分量及成本各方面都有分别。头等及商务客位的飞机餐,食物及进餐程序皆尽量模仿高级餐厅,虽然如此,但与真正的餐厅始终有别。而经济客位的飞机餐,则与快餐较为相似,以分发效率、储存体积及成本等为主要考虑因素。

在中长途航线中,可能会有超过一顿飞机餐,由于时差关系,通常每餐会隔5～6小时供应,就算当时的所在地并非用餐时间,亦可能在两餐之间提供如杯面等食物。在短程航线中,如两小时以内的国内或国际航线,则只供应一些小食、点心或三明治及饮品。一些极短程的航线则更只有饮品提供。飞机餐的费用一般已包含在机票价格里。除餐食外,航空公司亦会提供软性饮料,如汽水、果汁、茶等饮品,以及酒精类饮品,如餐酒。部分航空公司的酒精类饮品需要额外收费。

一般经济客位的飞机餐包括一包如花生之类的餐前小食,正餐以餐盘盛载,由空中服务员一次分发予乘客。正餐一般包括头盘或沙律,以肉类 (如牛或鸡肉)作主菜,伴以饭、面或意大利粉,亦有蛋糕等甜品,部分航空公司更会以冰激凌作甜品。餐后会供应咖啡或茶。

头等及商务客位的飞机餐,在菜式上比经济客位较为多元化,餐前小食亦是花生之类,头盘及主菜像餐厅般以碟盛载,由空中服务员依次端上。头盘除西式外,亦可能有寿司等,部分航空公司有餐汤供应,主菜亦与餐厅类似,如牛柳,亦有较精致的甜品,餐后亦供应咖啡或茶。

特别餐:如果乘客有体质或宗教需要,一般可于出发前24 小时通知航空公司准备。特别飞机餐包括儿童餐、供糖尿病等慢性病乘客享用的低盐或低糖餐、素食餐、特别宗教要求例如犹太教或回教餐等。

【课后练习和任务】

【课后练习】

1.写出下列饮料的英文。

(1)_________________(芒果汁/椰汁)

(2)_________________(凉茶)

(3)_________________(矿泉水/纯净水)

(4)_________________(雪碧/七喜)

(5)_________________(百事可乐/可口可乐)

(6)_________________(纸杯)

(7)_________________(咖啡/茶)

2.学习下列情景常用语并熟记。

1)介绍

We have prepared tomato and egg noodles,and beef rice today.

We have tomato and egg noodles,and beef rice today.

2)询问

Which one do you like/care for?

Which one do you prefer?

What would you like to drink?

Would you like some...?

Care for some coffee?

3)提供服务

This is your...　Be careful.It's very hot.

Here is your...　Enjoy your meal.

Here you are.

4)道歉

Sorry,we are out of it.

Sorry,we don't have any special meal on board.

5)弥补

Let me check if there are some avaiable in other_________...

But don't worry,sir.We have some fruits and desserts,would you like some instead?

6)您还可以...

If you need the special meal,you may reserve it 24 hours before departure next time.

7)收桌

Did you enjoy your meal,sir?

I hope you enjoyed your dinner.

May I clean up your tray table,sir?

Let me clean up your tray table.

3.将下列答语与问题匹配连线。

1)I'd like the beef,please.　a.Certainly,Earl Grey or English Breakfast?

2)Have you got any paracetamol?　b.I do apologize,we've been so busy.

3)I'd like some tea,please.　c.I am sorry,but we've run out of beef.

4)I rang the call button several times.　d.I'm really sorry,we've only got beef left.

5)The sound of the film still doesn't work.　e.I can only apologize.I'll change it.

6)This meal's sold.　f.Sorry about that,try pushing this button.

7)I'd like the fish,please.　g.Yes,but I am afraid I can't give it to you without the doctor.

【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,并将对语录制成视频以小组形式上传到学习通平台。

Please serve the meal for a vegetarian passenger. (Use the sentences given upright)

任务描述

飞机已经进入平飞阶段,假如你是空中乘务员Alice,请你为乘客Mike提供报纸和杂志服务。

任务准备

【小组查询资料并完成讨论】

1.机上可提供的娱乐休闲和服务设施有哪些?

2.为乘客提供杂志书刊的服务礼节有哪些?

任务实施

【梳理词汇和句型】 请熟记机上娱乐设施相关词汇。

newspaper　报纸

magazine　杂志

Global Times　《环球时报》

China Daily　《中国日报》

device　装置

entertainment　娱乐

pleasure　快乐

touch　触摸

screen　屏幕

operate　操作

movie　电影

choose　挑选

cruise　巡航

headset　耳机

【小组合作探讨完成下列任务】

写一写:分组讨论撰写“为乘客Mike提供报纸”的对话。

要求:(1)符合为乘客提供报纸服务的流程;

(2)要求情节设计符合逻辑,不少于12句;

(3)语法合乎要求,鼓励创新。

【角色扮演】 帮我来一份China Daily。(为乘客Mike提供报纸)

演一演:分组角色扮演操练(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)在展示过程中注意为乘客提供报纸服务的流程和礼貌服务;

(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 Entertainment Device 机上娱乐

PAX:Excuse me,Miss Rose.Can you help me with this device?

FA:Sure.This is our on-board entertainment device Mini-Pad,you can use it to relax and please during your flight.

PAX:So,how can I use it?

FA:As you can see,it has a touch screen,which makes is very easy to operate.There are quite a lot of movies,music and games in it for you to choose.But it can only be used during the cruising period. When you finish using it,please put it in the chair front of you.

PAX:I got it.Thanks a lot.

FA:It's my pleasure,sir.Enjoy your flight.

(after a while)

PAX:Excuse me,my headsets doesn't seem to work.Can you give me hand?

FA:Sorry,sir.They are probably broken.Let me get you a new pair.Please wait a moment.

PAX:Thank you.

FA:You are welcome,sir.

Dialogue B Serve Magazines 提供报纸

FA:We are terribly sorry,madam. The economy class is full today. We apologize for the inconvenience.Here are some English magazines and newspapers.Anyway,enjoy your flight.

PAX:Thank you any way.

【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 Dialogue A?

2)What kind of device does the flight have?

3)What's wrong with the device?

4)How does the attendant deal with the headsets?

3.根据对话B,回答下列问题。

1)Who are the two persons in Dialogue B?

2)Where did the flight going?

4.请将下列句子翻译成中文。

1)Did you call,sir?

2)What's the problem?

3)What's the matter?

4)How can I help (you)?

5)Can you show me how it works? (Passenger question)

6)Of course./Certainly. (Flight attendant answer)

7)This is how it work.

8)Is that OK/All right with you? (Checking understanding)

5.听老师朗读,写下听到的单词或句子。

1)______________________________　2)_______________________________

3)______________________________　4)_______________________________

5)______________________________　6)_______________________________

7)______________________________　8)_______________________________

9)______________________________　10)______________________________

6.朗读下面的广播稿,注意语音语调。

Ladies and Gentlemen:

We are sorry that the video system is not available on this flight,but you can have a wide selection of audio programs. We sincerely apologize for the inconvenience.

Thank you for your understanding.

任务总结

1.为乘客提供杂志书刊的流程服务礼节:

2.知识点链接——熟记机上娱乐设施相关词汇。

choose　挑选

cruise　巡航

headset　耳机

give me hand　帮忙

probably　很可能地

broken　坏掉了

restart　重启

confirm　确认

normally　正常地(www.xing528.com)

belonging　所有物;行李

recommendation　推荐

program　节目

Facilities in a Plane　机上设备

call button　呼叫铃

air-flow knob　通风器

reading light　阅读灯

remote controller　手柄

channel selector　频道选择

volume control　音量控制

VCC(Video Control Center)　视频控制中心

VCS(Video Control System)　视频控制系统

知识点链接:飞机上可以使用电子设备或者手机吗?

iPad、Mp4、照相机都可以使用的,但是在飞机起飞和降落时不能使用,所有电子设备都要关闭,进入平飞状态的时候,有些航空公司的航班可以使用这些电子设备。

手机是飞行全程都不能使用的,虽然现在手机都有了飞行模式,但是手机还是会接收无线电信号,这样就会影响航班飞行,而且现在很多航空公司已经禁止使用手机的飞行模式,所以为了自己和他人的安全,请不要使用手机。

课后练习和任务

【课后练习】

1.请在下列横线上填上合适的英文,将句子补充完整。

1. We have some English_________(杂志)and_________(报纸).

2._________(一份)Global Times please.

3.It can only be used during the________(平飞阶段).

4.The headsets are probably_________ (坏了).Let me get you a new one.

5.I'll be back and_________(确认)for you soon.

6.The entertainment system can________(正常的)be used.

2.请用括号里所给的句型改写句子。

1)I want to see your boarding pass. (Could I...)

2)But your bag in the overhead locker. (Would you...)

3)What's your seat number? (May I...)

4)Don't use the lavatory. (I'm afraid...)

【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,并将对语录制成视频以小组形式上传到学习通平台。

A man want to see a movie in a plane,the attendants helping the passenger to operate the device.

任务描述

飞机已经进入平飞阶段,假如你是空中乘务员Alice,请为乘客进行免税品销售服务。

任务准备

【小组查询资料并完成讨论】

1.机上可进行免税品销售的物品有哪些?

2.机上免税品销售的流程是什么?

任务实施

【梳理词汇和句型】 请写出下列词汇的英语表达。

香水

香烟

化妆品

首饰

酒类

手表

机上免税商品

购物指南

信用卡

【小组合作探讨完成下列任务】

写一写:分组讨论撰写“机上进行免税品销售,同时为乘客Mike介绍免税品——中国丝巾”的对话。

要求:(1)符合为乘客提供免税品销售服务的流程;

(2)要求情节设计符合逻辑,不少于12句;

(3)语法合乎要求,鼓励创新。

【角色扮演】 我要买点免税商品。(为乘客Mike介绍机上免税商品)

演一演:分组角色扮演操练(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)在展示过程中注意为乘客提供免税品销售服务的流程和礼貌服务;

(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

【对话学习】 Duty free shopping 免税品销售

FA:Sir,we're selling duty free items now.We have perfume,cigarette,cosmetics,accessories,alcohol,watch,chocolate and so on. This is our Duty Free Shopping Guide. You can find them on it.If there is anything you need,please let me know.

PAX:I want to buy some cigarettes.

FA:Sure.According to the entry requirements of America,each passenger can carry 400 cigarettes into America.So you can buy 2 cartons of cigarettes.

PAX:OK,2 cartons.I also want to buy something for my wife. Which one is suitable for lady?

FA:Perfume and cosmetics will be good for lady.Such as Christian Dior,Chanel,Estee Lauder and Clinique.All of these brands are popular around the world.Watches and accessories are also good.

PAX:OK.Maybe she likes this Miss Dior Cherie.I'd also like to buy some liquor.Three bottles of Royal Salute scotch whiskey,please.Oh,how much does it cost?

FA:$29 for each.But sorry,sir.Visitors to United States are allowed one liter at most.

PAX:Alright.Just one bottle.Can I have a discount?

FA:Sorry.All the items offered on board are sold at market prices.Your total price is$154.

PAX:Ok.How can I pay for them? Can I play it by cheque?

FA:I am afraid not. We only accept cash and credit card.For cash,we only accept US dollars,Euro and RMB.And the credit cards of VISA and Mastercard are also acceptable.

PAX:OK.I'll pay in cash by US dollars.Here is$200.

FA:I'm sorry,I don't have the change right now.Could I come back later after the Duty free sale?I will see if I can acquire change from other passengers'purchases.

PAX:That's fine.

FA:Thank you for your support and understanding.

【巩固练习】

1.分角色朗读上面的对话。

2.根据对话,回答下列问题。

1)Who are the two persons in the Dialogues?

2)What kind of duty free item does the flight offer?

3)What duty free item did the passenger buy?

4)How much are the duty free items?

5)How did the passenger pay the item?

3.请将下列英文句子翻译成中文。

1)The perfume costs 41 dollars.

2)The scarves are 72 dollars each.

3)Forty-one plus 72 makes 113 dollars.

4)A hundred dollars minus 85—that's 15 dollars change.

5)That comes to 120 Euros.

6)How will you be paying? By card or with cash?

7)How would you like to pay?

8)Here's your receipt,your card and your gifts.

4.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)______________________________

5.请将下列免税品按照下面表格的要求分类。

whisky　a brooch　a USB key　face cream　cigars　perfume spray

cognac　aftershave　a soft toy　chocolates　earrings　lipstick

a pen　eau de toilette　vodka　a watch　a model aircraft　a scarf

champagne　mascara　a travel plug adaptor　a crystal pendant

a travel razor　a bracelet cigarettes　headphones

6.朗读下面的广播稿,注意语音语调。

Ladies and Gentlemen:

Our duty-free shop will be open soon. We accept cash cards and major credit cards.For further information,please refer to the sales magazine in your seat pocket.

Thank you!

任务总结和知识点链接

1.写出机上进行免税品销售基本服务流程。

2.机上免税品销售结账途径。

3.知识点链接。

机上免税品可进行销售的种类有香水、香烟、化妆品、首饰、酒类和手表等,现在多家航线和航空公司都推行了网上进行销售品销售的服务,乘客可以通过线上微信等多种渠道进行免税品的预购。

【课后练习和任务】

【课后练习】

1.请将下列英文句子翻译成中文。

1)Could you recommend something as a gift for my wife?

2)Where was it made?

3)All the items sold on board are tax free.

4)How about this floral design?It's a conventional design and the colors are bright.

5)I know that Hangzhou is famous for silk.

6)That's just what I need.

7)Keep the change.

8)Can you show me some silk scarves?

9)Here is your change.

2.请在横线上填上合适的英文单词或句子,使对话完整通顺。

CA:Would you like to_________any duty-free items,sir?

PAX:Hmm,let me think.I'll have 200 Marlboro cigarettes and litre_________of Black Label,please.

CA:Ok,sir.That will be 30_________.How would you like to_________?

PAX:Credit card.Do you _________American Express?

CA:Of course,sir.Just a________,please...I'm sorry,sir.But your card has_________.

【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,并将对语录制成视频以小组形式上传到学习通平台。

A man want to buy a souvenir to his wife in a plane,the attendant is helping the passenger to give some suggestion.

任务描述

飞机平飞过程中,乘客Anna女士感觉不舒服,头晕,她觉得自己有些晕机,假如你是乘务员Alice,请为这位特殊乘客进行服务。

任务准备

【任务相关知识准备】 请熟记:特殊旅客的英文缩写。

1)VIP (Very Important People)

2)CIP (Commercially Important People)

3)UM (Unaccompanied Minor)

4)Special passengers(特殊旅客):VIP,CIP,UM,senior passengers(年长乘客),expectant mothers(孕妇),passenger with disabilities and adult passengers with an infant or a small child(残疾人和携带婴幼儿的乘客)

5)minor儿童,小孩

6)disabled passengers残疾乘客

【小组查询资料并完成讨论】 机上乘务员可为特殊乘客提供的服务有哪些?

任务实施

【梳理词汇和句型】 请熟记下列句型。

【小组合作探讨完成下列任务】

写一写:分组讨论撰写“为生病乘客Anna提供帮助”的对话。

要求:(1)符合为特殊乘客(生病)服务的流程;

(2)要求情节设计符合逻辑,不少于12句;

(3)语法合乎要求,鼓励创新。

【角色扮演】 我需要帮助。(为晕机乘客Anna提供帮助服务)

演一演:分组角色扮演操练(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)在展示过程中注意为乘客提供帮助服务的流程和礼貌服务;

(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 Take care of ill passengers 照顾生病乘客

PAX:Excuse me,miss.I fell like vomiting.

FA:Don't worry.You may remove the armrest or adjust the seat back to lie down and relax.A good nap would be great for you.If you feel sick,you can use the airsickness bag in the seat pocket in front of you.And let me get you a cup of warm water.

PAX:I'm not feeling very well.Do you have airsick tablet?

FA:Yes,we do.But the tablet won't start to help so quickly.It works best 30minutes after usage. And for your health,we don't suggest you take any pills on board.But if you insist,we will get it for you,but you have to sign you name on the form (Letter of Consent of Use of Drug).Do you still need it?

PAX:Yes.I think really need one.

FA:Sure,I will get it for you right now.

(5 minutes latter)

FA:Miss,here is the table and a cup of warm water.Please sign your name on the plane.

PAX:Thank you.May I get a blanket?I want to take a nap.

FA:Sure.Here is you blanket and pillow.

PAX:It's really considerate of you.

Dialogue B Passengers with Babies 带婴儿的乘客

FA:Excuse me,sir. This is a seat belt for your baby.She will feel more comfortable with it and it will be safer during an emergence. Let me connect it with your seat belt and you may adjust it as necessary.

PAX:Wow,you're so nice.By the way,could you please make a bottle of baby formula for my baby?

FA:Sure.How much hot water do you need?

PAX:200 m L will be fine.

FA:Sure!Just a moment.

(after a while)

FA:Here is the baby milk,sir.And if you need to change diapers for baby,the nappy changing tables are located in the rear lavatory of the left side.

PAX:Thank you.You've been very helpful.

【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 Dialogues A?

2)What's wrong with the passenger in Dialogue A?

3)How does the attendant help the passenger?

4)What thing did the passenger sign in Dialogue A?

3.根据对话B,回答下列问题。

1)Who are the two persons in Dialogue B?

2)What kind of passenger in the plane in Dialogue B?

3)How does the attendant help the passenger?

4.请将下列提出帮助的英文句子翻译成中文并熟读。

1)I'll check on our arrival time and get back to you.

2)I'll ask if there is a doctor or nurse on board.

3)I'll get you a blanket

4)I'll get it for you.

5)I'll show you how it works.

5.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)______________________________

6.朗读下面的广播稿,注意语音语调。

1)Ladies and Gentlemen:

May I have your attention,please? There is a sick passenger on board.If there is a doctor or nurse among you please contact us by pressing the call button immediately.

Thank you!

2)Ladies and Gentlemen:

Due to turbulence weather,please return to your seat and fasten your seat belt.Parents please lift your babies out of the bassinets. Use of the lavatories will be suspended during the turbulence.

Thank you!

3)Ladies and Gentlemen:

Due to turbulent weather,we'll suspend in-flight service(lunch/dinner...service)until the weather is clear.

We're sorry for the inconvenience caused.

Thank you!

任务总结和知识点链接

1.为特殊乘客提供的服务有哪些?

2.知识点链接:一些特殊旅客的相关服务。

无成人陪伴儿童

东航有一项服务,叫作“小小旅行家”,是专为5～12周岁、无成人陪伴单独乘机的儿童提供的。

办理的手续并不繁杂:只需要提前一周到东航售票处办理 “无成人陪伴儿童”乘机申请,待确认了对方接机人后就可以购买机票。到达机场前,家长可拨打东航的“温馨预约”电话进行预约,并告知小旅客到达时间,东航的服务员会一路带领小旅客办理各类手续。由于UM 旅客的年龄较小,每一位小旅客都有“温馨姐姐”提供服务。在整个登机过程中,“温馨姐姐”将始终陪同小旅客下棋、看儿童读物、讲故事等,为“小小旅行家”们提供良好的服务。

登机时,服务员会把小旅客交给乘务员,乘务员会在飞机上对小旅客进行精心照顾;下机时,已收到电报的到达站服务员会准时来登机口迎接,帮助办理相应的手续,直到把小旅客完好地交给家人。

“小小旅行家”们不仅一路有东航的叔叔阿姨精心呵护,还会收到一张奖状作为这趟“勇敢旅行”的永久纪念。孩子需要独立,也需要关心。东航 “小小旅行家”,大人放心,小孩开心。

轮椅服务

“轮椅走天涯”是东航专为病残或行走不便的旅客量身定做的服务项目。如果您的家人需要东航提供轮椅服务,可在订座时提出,您的需求信息会从售票处转至机场,也可拨打 “温馨预约”电话和我们联系,东航的工作人员会备好轮椅准时在柜台恭候,并将一路协助办理乘机手续、安检、边防等手续,工作人员还会与飞机上的乘务员交接,让旅客在飞机上受到乘务远的照顾。到了目的地,服务员会提前备好轮椅来迎接。

怀抱婴儿专座

在东航飞机上,有一类特殊的座位,是专门为怀抱婴儿的旅客设计的。这些座位往往比一般座位间距要宽,座位前隔离板上的两个特别铆钉可以用来放置婴儿摇篮。当然,最重要的是,只要乘客在购票时提供信息,售票员将婴儿信息输入电脑,东航的工作人员会提前给乘客预留这种婴儿座位。

老人服务

年老旅客行动不方便,单独乘机可能有一定的困难。东航特别为年老旅客安排专人服务,一路陪同直至登机,其间更是为老人解决相应的问题。

【课后练习和任务】

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,并将对语录制成视频以小组形式上传到学习通平台。

A man feel stomachache in a plane,the attendant is offering help to the passenger.