民航英語口語.docx

民航服務(wù)英語口語CONVERSATIONALENGLISHFORAIRLINE PASSENGERSERVICECall-center2008.8編ContentsUnit One Flight Information(航班問詢)3 Lesson One Flight Information(航班問詢)3 Lesson Two Travel Inquiry(航空旅游問詢)5 Lesson Three Documents(旅行文件)6 Lesson Four Direct and Connecting Flights(直達(dá)航班與聯(lián)程航班)8Unit Two Airline Reservations(訂票)9 Lesson One Reservations(訂票)9 Lesson Two Onward Reservations(訂續(xù)程票)10 Lesson Three Reservation Change(訂票改變)12 Lesson Four Delay and Cancellation(延誤與取消)13 Lesson Five Standby(候補(bǔ))14Unit Three Ticketing and Fares(出票與票價(jià))16 Lesson One Ticketing(出票)16 Lesson Two Fares and Means of Payments(票價(jià)與支付方式)17 Lesson Three Lost Ticket and Refund(機(jī)票遺失與退票)18Unit Four Reconfirmation(再證實(shí))19Unit Five Check In(辦理登機(jī)手續(xù))20 Lesson One Normal Check-in(辦理登機(jī)手續(xù))20 Lesson Two Ticket and Passport(機(jī)票與護(hù)照)22 Lesson Three Seat Preference and Baggage(座位選掃與行李)23 Lesson Four At the Check-in Counter(在行李交運(yùn)柜臺)24Unit Six At the Information Counter(在問詢處)25 Lesson One Passenger List(旅客艙單)25 Lesson Two At the Information Counter(在問詢處)26Unit Seven Arrivals(到達(dá))28 Lesson One Transit Passengers(過境旅客)28 Lesson Two Baggage Handling(行李處理)29Unit Eight Hotel and Ground Transportation(旅館與地面交通)30 Lesson One Hotel(旅館)30 Lesson Two Ground Transportation(地面交通)31Unit Nine A Charter Flight(包機(jī))33Unit One Flight InformationLesson OneFlight InformationNotes1. How are you doing? 你好嗎？這是一句問候語。類似的句子還有：How are you getting on ?How are you keeping?How are things with you?2. ve had my hands full lately. 最近我很忙。3. Were up to our eyes in it. 我們一直忙于訂票售票。4. Most of them are for general information 大多數(shù)的來電是詢問一般情況5. passengers with complaints against the airlines對航空公司不滿的旅客6. identity cards 身份證7. health certificate 健康證明8. I really mean it. 我是當(dāng)真的。9. Airlines must have a definite time to allow passengers to pick out the flights. 航空公司肯定有一限定的時(shí)間，讓旅客選擇航班。10. fist class and economy class 頭等艙與普通艙。航空服務(wù)等級常用一字母來代替。如：fist class 頭等艙Yeconomy class 普通艙Cbusiness class 公務(wù)艙（價(jià)格與服務(wù)標(biāo)準(zhǔn)介于頭等艙與普通艙之間）Kbudget class 計(jì)劃經(jīng)濟(jì)艙（中國民航優(yōu)惠給出國留學(xué)人員，價(jià)格比普通艙便宜）11. That is 也就是說，即;有時(shí)略寫成i.e.12. class of service 服務(wù)等級13. The ticket agent is able to figure out the face only after the passenger tells him the exact class of service he intends to travel. 旅客把自己要求乘坐的確切的服務(wù)等級告訴售票員后，售票員才能計(jì)算出票價(jià)。14. an ever-growing fleet 一支日益壯大的機(jī)隊(duì)15. These sophisticated aircraft break travel barriers by flying faster and further non-stop. 這些裝備精良的飛機(jī)靠飛得更快、直達(dá)距離更遠(yuǎn)的優(yōu)勢，從而突破了航空旅游上的障礙。16. Aboard our airline you are sure of the safety and comfort and you can enjoy the genuine warmth and charm that only our airline offers. 乘坐本航空公司，保證您安全、舒適。您會(huì)感受到只有本航空公司給予旅客真摯的溫馨和迷人的魅力。17. Come, come, thats all of your ad. 得了，得了。別做廣告了。come 用來表示提醒、不耐煩等。如：come, John, dont be so cross. 行了，約翰，別發(fā)脾氣了。18. the International Air Transport Association(IATA) 國際航空運(yùn)輸協(xié)會(huì)19. alteration in schedule 計(jì)劃改變20. you can transfer a full-fare ticket issued by an I.A.T.A. member to any other member airline. 您可以把國際航空運(yùn)輸協(xié)會(huì)會(huì)員公司開給您的全額票價(jià)，轉(zhuǎn)到其它任何一家該協(xié)會(huì)會(huì)員的航空公司中使用。Useful Expressions1. Its time for sb. to do sth. 某人該做某事。Its time for passengers to board the plane. 旅客該登機(jī)了。Its my intention to obtain an airline brochure. 我想要一本航空公司的小冊子。2. You need to do , otherwise 你該做 ，否則You need to go to buy the tickets; otherwise it would automatically be cancelled. 您必須去購票。否則，訂票會(huì)自動(dòng)取消。Wed better make inquiries about the flight schedule, or we can not decide the date of leaving. 最好了解一下航班的時(shí)刻表。否則我們無法決定啟程的日期。3. Peter prefers to go to the airport by limousine rather than by taxi. 彼得寧愿坐班車去機(jī)場，而不愿坐出租車去。4. Peter prefers limousine to taxi. 彼得喜歡坐班車而不喜歡坐出租車。5. to have ones hands full 忙碌6. be up to ones eyes in works 忙于工作7. be busy with 忙于8. the peak season for traveling 旅游高峰季節(jié)9. a high time for harvesting 正值收獲時(shí)刻10. a rush hour 上下班高峰時(shí)間11. to do sth. by hand 手工操作12. to make reservation(in advance/before hand) (預(yù))訂票13. to book tickets 訂票14. booking office/airline ticket office 航空公司售票處15. to deal with/cope with/ handle 處理16. to figure out 計(jì)算出17. to inform/ advise sb. of sth. 通知某人某事18. to let sb. know 告知某人19. fist class/business class/ economy class 頭等艙/公務(wù)艙/普通艙20. class of service 服務(wù)等級21. to go (fly, travel) economy 坐普通艙 to issue a ticket 開票Lesson TwoTravel InquiryNotes1. Flight MU915 MU915 航班各航空公司都有各自的二字代碼（Airline codes）我國航空公司的二字代碼如下：CAAir China 中國國際航空公司CZChina Southern Airlines 中國南方航空公司MUChina Eastern Airlines 中國東方航空公司2. 9：40 a.m. 上午九點(diǎn)四十分a.m. 上午 p.m. 下午3. the Shanghai-Osaka one-way fare is . 上海至大阪的單程票價(jià)為.4. Please feel free to ask your stewardess for whatever you need. 需要什么，盡管向乘務(wù)員提出來。5. the weight allowance and charges for overweight 免費(fèi)行李限額及逾重行李費(fèi)用6. free baggage allowance 免費(fèi)行李限額7. the excess baggage charge 逾重行李費(fèi)用8. one percent of applicable first class one-way fare 相應(yīng)頭等艙單程票價(jià)的百分之一9. unaccompanied baggage 無人陪伴行李（也稱非同機(jī)臷運(yùn)行李，價(jià)格較便宜。海關(guān)稱之為分運(yùn)行李）10. the cargo rate 運(yùn)價(jià)11. the customs broker 海關(guān)服務(wù)人員12. mixed travel 水陸空幾種交通工具相結(jié)合的旅游13. I suggest that you drop in at one of Shanghai Travel Services 我建議你到上海某家旅行社去看看14. It all depends 視情況而定。Useful Expressions1. Id like some information about your service to Osaka. 我想了解一下去大阪的航班情況。2. Id like to know the Shanghai-Osaka one-way fare. 我想知道上海至大阪的單程票價(jià)是多少？Would you like some duty-free items 你想買些免稅商品嗎？Would you like to buy a ticket now? 你想現(xiàn)在購票嗎？3. How long does the flight take? 航班飛行需要多長時(shí)間？It takes(me) about 3 hours to go from Shanghai to Osaka by air. 從上海坐飛機(jī)至大阪需要三小時(shí)。She spent a few minutes explaining the air rule to the traveler. 她花了幾分鐘的，向旅客解釋了航空規(guī)則。Its an hours ride from the city terminal to the airport. 從市區(qū)集散站至機(jī)場，坐車需要一小時(shí)。4. Please feel free to ask your stewardess for help. 請隨時(shí)隨地向乘務(wù)員尋求幫助。5. Could you tell us something about the weight allowance? 你能和我們說一下有關(guān)行李重量的限額，好嗎？6. Would you please show me the way to the check-in counter? 請告訴我，到交運(yùn)行李柜臺怎么走？7. to request special arrangements 請求特殊安排8. to request a reservation 申請訂座9. to inquire of an agent about the flight 向服務(wù)員了解航班情況10. to inquire for an airline timetable 詢問有沒有航班時(shí)刻表11. the weight allowance 行李重量限額12. the free baggage allowance 免費(fèi)行李限額13. over the weight limit 超越行李重量限額14. excess baggage charge / charge for overweight 逾重行李費(fèi)15. service charge （服務(wù)）手續(xù)費(fèi)16. first class fare 頭等艙票價(jià)17. one-way fare 單程票價(jià) bus fare 公共汽車票價(jià)18. half fare 半票 full fare 全票19. cancellation fee （退票）手續(xù)費(fèi) a membership fee 會(huì)費(fèi)20. a tuition fee 學(xué)費(fèi) cargo rate (貨)運(yùn)價(jià)21. passenger service agent客運(yùn)服務(wù)員 cargo agent 貨運(yùn)服務(wù)人員 22. traffic agent 運(yùn)輸服務(wù)人員 baby necessities 嬰兒必須品23. bassinet 嬰兒謠籃 baby carriage 嬰兒車 disposable diapers 一次性尿布24. the flying time 飛行時(shí)間 the flight time 航班時(shí)間25. drop in/stop in 順便拜訪 to decide the date 決定日期26. Shanghai Travel Services 上海旅行社 A mixed travel 海陸空交通工具并用的旅游Lesson ThreeDocumentsNotes1. smallpox vaccination 接種天花疫苗2. cholera shot 霍亂疫苗注射3. an onward or return ticket 續(xù)程或回程票4. get inoculated against any diseases 注射疫苗，以預(yù)防疾病5. I recommend that you have that done immediately since its not effective until six days after inoculation. 我建議你馬上去注射疫苗。因?yàn)樽⑸浜罅觳拍苌?。有關(guān)傳染病毒以及注射疫苗期限的說明：霍亂（Cholera） 急性腸道傳染病。多發(fā)于熱帶地區(qū)，疫苗注射有效期六個(gè)月。初種六天后生效。六個(gè)月內(nèi)種，當(dāng)日生效。黃熱?。╕ellow Fever） 一種急性傳染病。癥狀是突發(fā)高熱、心跳遲緩、嘔吐、黏膜出血。多見于南美洲和非洲。注射有效期一年。初種十日后生效。天花（Smallpox） 急性傳染病。牛痘疫苗初種后八日、復(fù)種后當(dāng)日起三年有效。瘧疾（Malaria） 急性傳染病。傳染媒介是蚊子，癥狀是發(fā)冷發(fā)熱。熱后大量出汗、頭痛、口渴、全身無力。Useful Expressions1. A cholera shot will be necessary if you pass through an infected area on your way to Europe. 如果你去歐洲，途經(jīng)霍亂病毒傳染區(qū)時(shí)，有必要注射霍亂疫苗。It will be necessary for you to have a cholera shot. 你有必要注射霍亂疫苗。I think it necessary for you to take a vaccination certificate with you. 我認(rèn)為你有必要隨身帶上健康（注射）證明。2. We recommend the vaccinations during your trip. 我們建議你在旅途中做好傳染病疫苗的注射。I recommend you to receive a cholera jab immediately. 我勸你馬上去做霍亂疫苗注射。3. Its not effective until six days after inoculation. 注射六天后生效。4. You can stay there up to one month without a visa if you have an onward or return ticket. 如果持有續(xù)程和回程票，你用不著辦簽證便可在那待上一個(gè)月。5. travel documents 旅行證件6. passport 護(hù)照7. visa 簽證entry visa 入境簽證exit visa 出境簽證transit visa 過境簽證8. inoculation/vaccination certificate 接種證書（黃皮書）9. health document (certificate) 健康證明10. smallpox vaccination 天花疫苗接種11. cholera shot/jab 霍亂疫苗注射12. inoculation against cholera/yellow fever 注射預(yù)防霍亂/黃熱病疫苗13. an infected area 霍亂病毒傳染區(qū)域14. infectious disease 傳染病15. onward ticket 續(xù)程票return/round-trip ticket 來回程票16. one-way ticket 單程票a three-day return 一張三天的回程票Lesson FourDirect and Connecting FlightNotes1. You may choose from the finest meals and a choice of wines or simply recline your luxurious seat and relax. 您可以挑選精美的食物以及各類名酒或者，干脆把舒適的航空椅折斜下來，躺著休息一下。2. the International Date Line 國際日期變更線3. but we can arrange a connection 但是，我們可以給您安排聯(lián)程航班。4. the Boeing707 will take you there fresh and relaxed. 波音707會(huì)把您帶至目的地，使您感到清新和舒適。Useful Expressions1. We have a scheduled flight that departs for New York twice a week. 去紐約的班機(jī)一周二次。It is a direct flight, departing from Shanghai at 16:00 and arriving at Los Angeles Airport at 12:00 這是直達(dá)航班。十六點(diǎn)從上海出發(fā)，十二點(diǎn)到達(dá)洛杉磯機(jī)場。We havent any direct flight to Addis Ababa from here, but we can arrange a connection. 從這兒至亞的斯亞貝巴，沒有直達(dá)航班。但是，我們可以為您安排聯(lián)程航班。2. Im planning to go to New York and come back to Tokyo by way of Honolulu. 我打算去紐約，然后途經(jīng)檀香山返回東京。3. The Smiths will stop over in Tokyo, then go straight to Honolulu. 史密斯夫婦將在東京作一短暫逗留，然后坐飛機(jī)直達(dá)檀香山。4. I will go to New York, breaking my journey at San Francisco. 我將去紐約，在舊金山作中途分程。5. a direct/non-stop flight 直達(dá)航班6. a scheduled/regular flight 固定航班7. a daily/continuing/connecting flight 每日/續(xù)程/聯(lián)程航班8. a transit flight 過境航班a charter flight 包航9. to take a brief stop at Shanghai 在上海作經(jīng)停10. to stop over at/to layover at San Francisco 在舊金山中途分程11. to break ones journey at 中途下飛機(jī)（中途分程）12. to depart fromfor/to depart from and arrive at(in)/to leavefor離開至13. a time zone 時(shí)區(qū)14. a business(residence) zone 商業(yè)（住宅）區(qū)15. an economic development zone 經(jīng)濟(jì)發(fā)展區(qū)16. 8 hours ahead of Beijing 比北京早八小時(shí)17. ahead of schedule/time 提前18. in advance/beforehand 事先（預(yù)先）19. behind schedule 落后于預(yù)訂計(jì)劃20. Greenwich Mean Time (G.M.T.) 格林威治時(shí)Unit Two Airline ReservationsLesson OneReservationsNotes1. Ill need an economy ticket with an open return. 我要一張回程不定期的普通艙。航空旅行中，旅客買好票后，如果沒有定妥座位是不能登機(jī)的。因此，購票后就要定座。座位定妥后，機(jī)票上就寫上字樣。如果座位沒有訂妥，客票上只寫或字樣。2. CEAChina Eastern Airlines3. check in 登機(jī)手續(xù)4. Ill find out whats available. 我車一下有哪些航班。5. The flight is fully booked. 航班全訂滿了。6. I think Ill take the flight as you recommend. 我想我會(huì)乘坐你所推薦的航班。7. C for Charlie, R for Roger C是Charlie首字母C，R是Roger首字母的R8. a single ticket 單程票Useful Expressions1. Id like to make a reservation on Flight MU983 to Los Angeles for next Friday.我想訂一張下周五，東航983航班去洛杉磯的票。Book me two economy class seats on JAL Flight104 to Hong Kong. 給我訂兩張日航104去香港班機(jī)的普通艙票。Id like to make sure that my plane reservation is in order. 我想確定一下我的訂票是否辦妥。want a first class open return, please. 我要一張回程不定期的頭等艙票。2. The flight you want to take is fully booked. 你要的航班已訂滿了。Im sorry were all booked up for the flight 802.對不起，802航班都已經(jīng)訂滿了。3. We have two flights to San Francisco, one direct and one via Tokyo. 去舊金山有兩次航班，一次直達(dá)，一次途經(jīng)東京。4. Let me see whether therere seats available on that flight.我查一下，該航班是否有空座。 5. Ill take the 10:30 flight on Monday. 我就坐星期一十點(diǎn)三十分的班機(jī)。6. I cant go by the morning flight. 我不能坐上午的班機(jī)走。7. to make a reservation 訂票8. to make three economy class reservations 訂三張普通艙票9. to make a reservation to Los Angeles for next Friday 訂一張下周五去洛杉磯的票。10. to reserve a seat on Flight CA981 for October 8th 訂一張十月八日CA981航班的票。11. to confirm a flight reservation 證實(shí)航班訂座12. to book tickets 訂票13. to book a flight to 訂一張去航班票14. to book two economy class seats for a flight to 訂兩張去航班的普通艙票15. to book sb. on Flight給某人訂航班票16. to book sb. a seat on Flight給某人訂航班票（or: sb. is booked on Flight）17. to make a reservation in advance(beforehand) 預(yù)訂（機(jī)票）18. to check-in 登機(jī)手續(xù)19. check-in time 辦理登機(jī)手續(xù)時(shí)間20. departure time 出發(fā)時(shí)間 take-off time 起飛時(shí)間 arrival time 到達(dá)時(shí)間21. the appointed time/the fixed time 規(guī)定時(shí)間/固定時(shí)間22. to reach sb. at 2580000 撥打2580000與某人聯(lián)系23. to contact sb. by calling ( dialing) 2580000 撥打2580000與某人聯(lián)系24. The flight is fully booked. 航班已訂滿。25. The seats have been occupied. 已無座位。26. No seats are available. 沒有座位。27. The flight are full. 航班票已訂滿。28. The seats are completely reserved. 座位已訂滿。Lesson TwoOnward ReservationNotes1. onward reservation 訂續(xù)程票有時(shí)旅客需要改變未使用部分（除始發(fā)站以外）的航程、承運(yùn)的航空公司、客艙等級以及延長有效期等，（均為“自愿改變航程”）這樣會(huì)引起客票改變和重新計(jì)算票價(jià)的問題。經(jīng)原承運(yùn)航空公司同意后，旅客須辦理簽轉(zhuǎn)手續(xù)。2. Can you take care of the reservations for me? 你能為我辦理訂票嗎？3. Ill request your reservations immediately. 我馬上為您申請訂座。聯(lián)程航班定外航座位時(shí)，業(yè)務(wù)人員通過電子計(jì)算機(jī)，在訂座記錄上輸入所選航班的申請，電腦中就會(huì)立刻辦理。4. I made reservations on your flight which takes me as far as London. 我訂了去倫敦的機(jī)票。 as far as London 一直到倫敦如：They walked as far as the airport. 他們一直步行到機(jī)場。5. TWA=Trans World Airlines （美）環(huán)球航空公司6. BA=British Airways 英國航空公司Useful Expressions1. I want to spend a couple of days in Chicago before going on to New York. 去紐約之前，我想在芝加哥待上一兩天。2. The flight I booked takes me as far as Vancouver. Ive changed my plans and want to go on to Toronto. 我訂的航班是到溫哥華。我已改變計(jì)劃，想繼續(xù)旅行至多倫多。3. If you specify the date, Ill request a reservation. 如果你把日期確定下來，我會(huì)申請訂座。4. Well cancel the San Francisco-New York portion of your ticket and reissue it for San Francisco-Chicago-New York. 我們會(huì)取消你票上舊金山至紐約的航段。重新開一張舊金山至芝加哥至紐約航段的機(jī)票。5. onward/onto reservation 訂續(xù)程票6. a couple of days/a day or two 一兩天7. several/a few days 幾天8. to specify the date /to decide the date 確定日期9. trans-Atlantic route 橫越大西洋航線10. trans-Pacific route 橫越太平洋航線11. Trans World Airlines(TWA) (美)環(huán)球航空公司12. en route 在途中13. additional information 另外一些情況14. additional fare 附加費(fèi)15. to cancel San Francisco-New York Portion and reissue the ticket for San FranciscoChicago-New York 取消舊金山至紐約的航段，重要開一張舊金山至芝加哥至紐約航段的票。16. to request reservations 申請訂座17. to take care of reservations 負(fù)責(zé)定票18. （the fare）come to （票價(jià)）總計(jì)（money）add up to （錢）總共Lesson ThreeReservation ChangeNotes1. due to some clerical errors in our reservations system, we have six more reservations than we have seats on Flight CA957.由于我們在訂票工作中出了一些差錯(cuò)，CA957航班多定了六張票。2. show up 到場3. We dont want anybody to be inconvenienced. 我們不想給帶來不便。4. That wont do. 那不行。5. personal check 私人支票6. Can you schedule me for three days each in Bangkok and Djakarta? 你能為我在曼谷和雅加達(dá)各安排三天嗎？7. revised fare 航程變更后的票價(jià)Useful Expressions1. I regret to say that the flight has been overbooked. 很抱歉，航班已超訂了。Due to some clerical errors in our reservations system, we have three more reservations that we have seats on the flight. 因訂票工作中的某些差錯(cuò)，該航班我們已多訂了三張票。Wednesdays flight to Beijing is heavily booked. 星期三去北京的機(jī)票已訂滿了。2. Is it possible for you to change your reservation? 您可以改變一下訂座嗎？Can you change your reservation to a later flight?您可以改變一下訂座，乘坐稍晚的航班嗎？We are trying to request passengers to consider another flight. 我們正設(shè)法請旅客們考慮其它航班。3. Id like to change the Beijing-Shanghai reservation and reserve a seat to Guangzhou.我想把北京至上海的訂座改為去廣州。I want to have my original reservation changed so that I can go via Bangkok instead of Manila.我想改變原訂座，這樣我可以取道曼谷而不是馬尼拉。4. Ive cancelled your Beijing-Shanghai reservation and confirmed a reservation on Flight CZ3116 for May 3rd. 我已經(jīng)取消了北京至上海的訂座，并為您訂妥了五月三日CZ3116航班的座位。5. Ill confirm your reservations and then calculate your revised fare and reissue your ticket. 我會(huì)訂妥您的座位，然后把變動(dòng)的票價(jià)計(jì)算出來，重新為您開張票。6. international reservations section 國際訂票處7. domestic reservations section 國內(nèi)訂票處8. baggage section 行李處9. due to a clerical error因工作中的差錯(cuò)10. to show up at the airport 到機(jī)場11. no-show 誤機(jī)12. to change the reservation to another flight 改訂另一架航班13. to cancel the reservation and confirm a reservation on another flight 取消原訂座，改訂另一架航班 overbook 超訂oversell 超售14. to make three more reservations than we have seats on a flight 比原航班座位多訂了三張票15. to request passengers to consider another flight 請求旅客們考慮另一架航班16. to persuade passengers to consider an alternative 勸說旅客想其它辦法17. revised fare 航程變更后的票價(jià)18. a revised schedule 修訂后的時(shí)刻表Lesson FourDelay and CancellationNotes1. delay and cancellation 延誤與取消在民航業(yè)務(wù)中，航班的延誤與取消時(shí)有發(fā)生。因航空公司臨時(shí)取消航班、未按原班時(shí)刻飛行或銜接錯(cuò)失、未能提供已定妥的座位或改變客艙等級以及改航后在基因庫地著陸等引起的一切變更，統(tǒng)稱為“非自愿改變航程”，由此而產(chǎn)生的退款或賠償?shù)纫恍﹩栴}，航空公司應(yīng)負(fù)責(zé)任。2.Weve been trying to reach you, but there was no answer at the number you gave us. 我們一直在設(shè)法與您取得聯(lián)系。但是您的電話沒人接。3.the estimated time for departure 預(yù)計(jì)出發(fā)時(shí)間the estimated time for arrival 預(yù)定到達(dá)時(shí)間4.theres a minor mechanical problem that must be dealt with before the plane can be cleared. 一處小小的機(jī)械故障必須在飛機(jī)出關(guān)前排除。5.I was going to be met at the airport. 有人會(huì)到機(jī)場來接我。6.Davidson Co. Hamburg office 戴維遜住漢堡辦