航班特殊狀況時為旅客提供的服務PASSENGERSERVICEINCONNECTIONWITHOPERATIONIRREGULARITY廣州民航職業技術學院主講人：肖華芝教學目標TEACHINGAIMS01tomastersomebasicwordsandusefulexpressionsinvolvedinofferingserviceforPassengersbecauseofflightdelayedorcancellation02tomastertheskillstoofferspecialservicetopassengersLead-in引入Fortheflightsexperiencingalengthygrounddelayorcancellation,whatservicesdotheairlinesusuallyoffertothepassengers?DiscussionLead-in引入Fortheflightsexperiencingalengthygrounddelayorcancellation,thepassengersexpecttobeofferedthefollowingservices:

toofferfreeaccommodationtohelppassengersrebookflightstoofferspecialservicetoofferfreeaccommodationtohelppassengersrebookflightstoofferspecialserviceSituationalDialogues情景對話Words&Expressions1.reservationsection 票務部門2.reach/ri?t?/ v.聯系到……3.putsb.up 為……安排住處4.voucher/?va?t??r/ n.代幣券；票券5.boardingpass 登機牌J:Icanrebookyouonthesameflighttomorrow.Ofcourse,we'llputyouupfreeattheairporthoteltonight.

J:Icanrebookyouonthesameflighttomorrow.Ofcourse,we'llputyouupfreeattheairporthoteltonight.

SituationalDialogue1情景對話1(J:JiangWeiP:PaulWilson)J:Mr.Wilson,I'mafraidthatFlightCZ627toTokyohasbeencancelledduetothetechnicaltrouble.Ourreservationsectionhasbeentryingtocontactyou,butwewereunabletoreachyouatthenumberyougaveus.P:I'msorryI'vebeenoutoftownthelastcoupleofdaysandjustcameback.Thenwhatareyougoingtodowithmyflight?

P:Isn'tthereanyearlierflight?ImustarriveinTokyoforabusinesstalktoday.J:ThereistheJapanAirlinesflightJL792todaythatleavesat3:10p.m.andarriveinTokyoat7:00p.m.P:Good.I'lltakethisflight.PaulWilsonhasboughtaticketfromBeijingtoTokyo.However,hisflighthasbeencancelledduetotechnicaltrouble.NowJiangWei,anairportcrew,isofferinghimfreeaccommodationandhelpinghimreroutetheflightattheairport.Situation1ServicesOfferedJ:Wearesorryaboutthedelay.Wewouldliketoofferyoulunchinanyrestaurantintheairport.Pleasejustpresentthisvouchertothewaiter.Enjoyyourmeal,Mr.Chen.J:Wearesorryaboutthedelay.Wewouldliketoofferyoulunchinanyrestaurantintheairport.Pleasejustpresentthisvouchertothewaiter.Enjoyyourmeal,Mr.Chen.SituationalDialogue2情景對話2(J:JiangWeiP:Passenger)J:Mr.Chen,I'mverysorrytoinformyouthatyourflighttodayhasbeendelayedduetoathunderstormonroute.P1:What'stheextentofthedelay?J:Aboutthreehours.Thenewestimatedtimeofdeparturewillbe12:30p.m.P1:That'salongdelay.Ihavetoleaveafterlunchtime.P2:Excuseme,doyouhavechesshere?J:Yes,wedo.P2:MayIborrowthechessset?P2:Thankyou.FlightCZ605toBangkokisdelayedbecauseofathunderstormonroute.JiangWei,anairportcrew,isofferingspecialservicetodelayedpassengers.Situation2ServicesOfferedJ:Yes.Pleaseleaveyourboardingpasshere.I'llgiveitbacktoyouwhenyoureturnthechessset.J:Yes.Pleaseleaveyourboardingpasshere.I'llgiveitbacktoyouwhenyoureturnthechessset.UsefulSentencePatterns有用句型ServicesOfferedduetoaLengthyFlightDelayorCancellation1Icanrebookyouonthesameflighttomorrow.我能為您重新預訂明天的同一班航班。2We'llputyouupfreeattheairporthoteltonight.今晚我們將會在機場酒店為您免費安排住宿。3Wewouldliketoofferyoulunchinanyrestaurantintheairport.Pleasejustpresentthisvouchertothewaiter.Enjoyyourmeal.我們想在機場的任何一家餐廳為您提供午餐。請向服務員出示這張券。祝您用餐愉快。4Pleaseleaveyourboardingpasshere.I'llgiveitbacktoyouwhenyoureturnthechessset.請留下您的登機牌。您還象棋的時候我會還給您的。SentencePatternReview句型復習PleasetranslatethefollowingsentencesintoEnglish.1我能為您重新預訂明天的同一班航班。Icanrebookyouonthesameflighttomorrow.2今晚我們將會在機場酒店為您免費安排住宿。We'llputyouupfreeattheairporthoteltonight.3我們想在機場的任何一家餐廳為您提供午餐。請向服務員出示這張券。祝您用餐愉快。Wewouldliketoofferyoulunchinanyrestaurantintheairport.Pleasejustpresentthisvouchertothewaiter.Enjoyyourmeal.4請留下您的登機牌。您還象棋的時候我會還給您的。Pleaseleaveyourboardingpasshere.I'llgiveitbacktoyouwhenyoureturnthechessset.Assignments作業YouareanairportcrewoftheShanghaiEasternAirlines.Nowapass