《民航地勤英語》（李瑛、戰(zhàn)海林、孫卓夫）017-8參考答案

ProjectProject03SecurityCheckService1/16參考答案Project1TicketServiceTask1TicketReservationService任務(wù)導(dǎo)入（略）“知識角”課堂練習(xí)CZ6111:ChinaSouthernAirlinesFlightNo.sixoneoneoneGS7993:TianjinAirlinesFlightNo.sevennineninethreeMF8105:XiamenAirFlightNo.eightoneOfive4月13日:Aprilthethirteenth9月23日:Septemberthetwenty-third1865年:eighteensixty-five1900年:nineteenhundred1609年:sixteenOnine2008年:twothousandandeight1000BC:onethousandBC10:00:teno’clock12:30:halfpasttwelve9:15:aquarterpastnine5:10:tenpastfive7:45:fifteentoeight情景對話電話訂票Ⅰ．information Holdon at8:55am economyclass creditcard passport取票Ⅰ．flightCZ3162 14:30 electronictickets paperticket checkinⅢ．1．大部分航空公司簽發(fā)電子客票。 2．你需要做的只是出示您的護(hù)照，我們的工作人員會為您辦理值機(jī)。 3．您可以在您行程結(jié)束后7天內(nèi)用機(jī)場內(nèi)自助打印機(jī)打印出您的行程單。深入閱讀Ⅰ．1．Itisaflightagreementofairtransportationbetweenthepassengerandtheairlinecompany,anon-physicalticketrequiredbytheairlinestoallowpassengerstofly. 2．Theycangetthee-ticketagainfromthee-mailortextmessagesentbyairlines.Ⅱ．B D AⅢ．1．電子客票是旅客與航空公司之間的航空運(yùn)輸飛行協(xié)議，是航空公司允許旅客乘機(jī)所需的非實(shí)體機(jī)票。 2．電子客票與紙質(zhì)客票上信息相同，包含航班號、出發(fā)機(jī)場和到達(dá)機(jī)場等信息。 3．當(dāng)旅客確認(rèn)信息后，航空公司將在旅客辦理值機(jī)手續(xù)時(shí)為其簽發(fā)登機(jī)牌。 4．此外，有了電子客票，旅客不再需要擔(dān)心丟失機(jī)票了。Task2TicketRefundService任務(wù)導(dǎo)入ServiceLevelCabinCodeTicketPriceRefundTimeRefundServiceFeeFirstClassF7,84012:30pm,Nov.3rd0A628017:50pm,Nov.25th628BusinessClassJ5,96021:45pm,Nov.14th298C/D/Z/R1,98013:11pm,Dec.5th198EconomyClassY1,6902:21am,Dec.6th850W/S8208:35am,Dec.15th820情景對話自愿退票Ⅰ．情景1：flightnumber valid refund refunded paymentaccount 情景2：refundable economyclass departuretime charge退訂客票被拒Ⅰ．stayhere change fuelsurcharge 非自愿退票Ⅲ．1．因廈門天氣惡劣，這次航班被取消了。 2．所有去或者經(jīng)過廈門的航班都被取消或延遲了。 3．我們會給您全額退票，而且您不需要支付退票手續(xù)費(fèi)。 4．您應(yīng)該提供買票時(shí)所用護(hù)照的原件和復(fù)印件。5．您應(yīng)提供真實(shí)、有效的縣級以上醫(yī)療機(jī)構(gòu)出具的診斷證明，證明您不適合乘坐機(jī)票所列航班。深入閱讀Ⅰ．1．Passengerscanapplyticketrefundiftheyhavenotusedtheirticketsforallorsomesegmentswithintheperiodofticketvalidity.2．Whenpassengersrequestrefund,theticketsellermustcheckwhetherthepassengersticketsarevalidornot.3．thedeparturedateofthefirsttrip4．onwhichtheticketisprintedandwillrunforoneyear5．PassengerswhorequestarefundduetopersonalillnessshouldsubmitthecertificateofdiagnosisandtheoriginalandphotocopiedmedicalcertificatesorproofsissuedbydomesticGradeⅡClassAhospitalorabove.Ⅱ．1．逾期申請將不予處理。2．當(dāng)旅客想退票時(shí)，你應(yīng)該確定他們的客票是否有效。3．有效期為一年。4．對于未使用的客票，其有效期將從客票打印日期開始。5．旅客應(yīng)當(dāng)提供國內(nèi)二級甲等及以上醫(yī)院出具的下列兩種證件之一。任務(wù)檢測Howtogetaticketrefund?Iboughtmyticketonline,whereshouldIrefundit?Isitfreetorefundtheinfantticketformybaby?IbookedaticketforFlightCA8132fromZhuhaitoDalian.ThecabincodeisBineconomyclass.Itdepartsat20:25am,Oct.31st.NowIwanttorefunditbecauseIhavetostayhereforanothermonth.HowmuchshouldIpayfortherefundservicefee?(Forareference,themanrequeststherefundat19:21,Oct.31st.)Myflighthasbeencancelledduetothebadweather.Andthere’snosuitableflightforme,soIhavetorefundit.WhatshouldIdo?NeedIpayfortheservicefee?Task3TicketChangeService任務(wù)導(dǎo)入Ⅰ．本題比較開放，回答前教師需先設(shè)定一個(gè)前提。例如，假設(shè)乘客預(yù)訂的客票是中國國際航空公司北京—上海的CA1883次航班。頭等艙客票價(jià)格為2430元，經(jīng)濟(jì)艙價(jià)格為1610元。第一位旅客是在飛機(jī)起飛前15天申請變更客票的，而第三位旅客是在飛機(jī)起飛后才申請變更。Passenger1:AccordingtotheDomesticAirFreightRatesRegulations,passengerswhoapplytheticketchange14daysbeforetheflightdepartsdon’tneedtopaytheticketchangefee.Youmeetthisrule,soyouneedn’ttopayservicefee.Butyoushouldpaythefaredifference.Thepriceoffirstclassis2430yuan,andthepriceofeconomyclassis1610yuan.Soyoushouldpay820yuanintotal.Passenger2:I’msorryfortheinconvenience.Ifyouwanttorefundit,youcanhaveafullrefundofyourticket.Ifyouwanttochangeyourticket,wecanhandleitforfree.Andwecanafreenight’saccommodationifnecessary.Passenger3:Wecanchangetheticketforyou.Youapplythechange3hoursbeforetheflightdeparts.AccordingtotheDomesticAirFreightRatesRegulations,youshouldpay10%ofthefareasaservicefee.Youbroughtyourticketat1610yuan,soyoushouldpay160yuan.Ⅱ．Airtrafficcontrol(ATC)isaserviceprovidedbyground-basedairtrafficcontrollerswhodirectaircraftonthegroundandthroughcontrolledairspace,andcanprovideadvisoryservicestoaircraftinnon-controlledairspace.TheprimarypurposeofATCworldwideistopreventcollisions,organizeandexpeditetheflowofairtraffic,andprovideinformationandothersupportforpilots.情景對話自愿變更Ⅰ．情景1：economyclass booked changed refund 情景2：departs servicefee faredifference total 情景3：make reroute via permission actualcarrier JustamomentⅢ．（略）非自愿變更（客票超售）Ⅲ．1．您能把預(yù)訂的航班改為下周四下午14:35的2．由于我們的預(yù)訂系統(tǒng)出錯，預(yù)訂出的座位數(shù)量比飛機(jī)可以容納的座位數(shù)量多了三個(gè)。3．如果每個(gè)旅客都登機(jī)，航班將超載。深入閱讀Ⅰ．F T F F T TⅡ．1．大部分情況下，變更客票不需要繳費(fèi)，但也不一定。2．在網(wǎng)上購買客票的旅客，應(yīng)該閱讀航空公司的客票變更規(guī)則。3．目前，電子客票可以在線變更。即使旅客已經(jīng)確認(rèn)預(yù)訂，仍可以變更航班日期、出發(fā)時(shí)間、艙位，以及相同始發(fā)地和目的地客票。4．電子客票簽發(fā)給特定個(gè)人。原則上，旅客購票后不可變更姓名。5．請?jiān)谫徠鼻按_認(rèn)您的姓名和其他身份信息準(zhǔn)確無誤。任務(wù)檢測Changesincludeflight,date,cabin,carrier,and/orone-way/round-trip.Cabindowngradesareprocessedasavoluntaryrefundandanewticketispurchased.Servicefeesarecalculatedaccordingtothepriceontheticketforthecorrespondingflightsegment.TheunitisRMBandfiguresareroundedoff.Whereavoluntarychangerequirestheticketpricetoberecalculated,thefarediscrepancyistobecalculatedaccordingtothepriceontheticketforthecorrespondingflightsegment.Ifthereisafarediscrepancy,itmustbepaidregardlessofthetime.Servicefeesarecalculatedaccordingtothepriceontheticketforthecorrespondingflightsegment.TheunitisRMBandfiguresareroundedoff.3SecurityCheckServiceTask1CertificateCheckService任務(wù)導(dǎo)入Ⅰ．Airportsecurityattemptstopreventanythreatsorpotentiallydangeroussituationsfromarisingorenteringthecountry.Ifairportsecuritydoessucceedthenthechancesofanydangeroussituation,illegalitemsorthreatsenteringintoanaircraft,countryorairportaregreatlyreduced.Ⅱ．（略）情景對話未值機(jī)安檢Ⅰ．goingthrough luggage深入閱讀Ⅰ．1．2013–Today 2．2000–2013 3．1968–19724．2013–Today 5．1970–2000 6．2000–2013Ⅱ．1．如缺乏眼神交流、對行李不夠關(guān)心。2．只有觸發(fā)探測器警報(bào)的可疑旅客才會被搜身。3．旅客先讓隨身物品和金屬物品通過X射線安檢機(jī)，然后自己再通過金屬探測儀的檢查。4．旅客一旦拿到登機(jī)牌，就會前往安檢處。運(yùn)輸安全管理局的工作人員會檢查他們的護(hù)照和身份證。Task2Carry-onLuggageCheckService任務(wù)導(dǎo)入Ⅰ．keys,watch,laptop,iPad,phone,camera,makeup,water,etc.Ⅱ．toiletrequisites handheldgameconsole keysjewellery belt powerbank情景對話常規(guī)檢查Ⅰ．electronic takeoff traycheck dangerous departurelounge深入閱讀Ⅰ．A D CⅡ．1．強(qiáng)力人體掃描儀不僅可以提高（人體）安全性，還可以加快整個(gè)旅客安檢過程。2．無人機(jī)在機(jī)場周圍飛行不僅會造成干擾，而且還可能帶來非常嚴(yán)重的安全風(fēng)險(xiǎn)。3．電子護(hù)照芯片消除了安檢過程中人為失誤的可能性，確保機(jī)場安檢工作不僅更快，而且更安全。4．太赫茲安檢是一種無輻射、無感知、無觸摸、無停留的人體安檢新概念。Task3PersonalCheckService任務(wù)導(dǎo)入Ⅰ．Thesecurityofficerscancheckpassengersbywalk-throughmetaldetectors,hand-heldmetaldetectorsandhands.Ⅱ．IftheTSAagentselectsyouforapat-down,expectthefollowing:Theofficerleadsyouaside,butstillinviewofotherpassengers,toanareawhereoneormoreofficersstandtowitnessthepat-down.Anofficerofyourgenderwillinformyouofthepat-downprocedureandaskyoutostandwithyourfeetshoulder-widthapartandraiseyourarmsouttothesides.Theofficerwillputonsanitarygloves(ifnotwearingthemalready)andrunahandheldmetal-detectingwandoverthesurfaceofyourbody.Ifthedetectoralarms,theofficerwillaskyouifyouhaveanytypeofmetalinthesuspectareaandtoremoveit,ifpossible.Handwandstypicallydetectbody-piercingjewelryinprivateareas,andmayresultinaprivatescreeninginasecuredroom.Next,theofficerslidesbothpalmsoveryourclothingwithenoughpressuretofeelyourbody,whichcanincludetheneck,head,feet,legsandtorso.Theofficermightormightnotrunherfingersunderyourwaistbandandbra.Theofficerwillcheckthebreasts,groinandbuttocksareawiththebackofherhands,notthepalms,unlessshedeterminestheareapotentiallyharborsanillicitobject.Theofficerwillclearyoutoprogresstoyourgateifshefindsnothingtowarrantfurtherinspectioninaprivateroom.情景對話常規(guī)檢查Ⅰ．walkthrough metal takethemoutbodyscanner cooperation深入閱讀Ⅰ．1．Theyselectpassengersatrandom,orwhenthereisaparticularsecurityconcernsuchastheactivationofthemetaldetector.2．Theycanopttobepatteddowninstead.3．No,theycan’t.Pat-downmayonlybeconductedbyasecurityofficerofthesamegenderasthepassengerwhoisbeingchecked.4．TheyareoftenwillingtoletchildrengothroughthemetaldetectororAITmultipletimestoseeiftheycandetectwhatiscausingthealarmtogooffbeforetheyadministerapat-down.Ⅱ．1．被選中進(jìn)行人身檢查的旅客將比其他人接受更詳細(xì)的檢查。2．對需要進(jìn)行常規(guī)檢查之外檢查的旅客，在允許其乘機(jī)之前，安檢人員會對他們進(jìn)行人身檢查。3．安檢人員隨機(jī)挑選旅客，或?qū)τ刑厥獍踩珕栴}的旅客，如觸發(fā)金屬探測器的旅客，進(jìn)行人身檢查。4．人身檢查只能由與被檢查旅客性別相同的安檢人員進(jìn)行。Task1TipsforJobInterview任務(wù)導(dǎo)入Ⅰ．Tellmeaboutyourself.What’syourbiggeststrength/weakness?Wheredoyouseeyourselfinfiveyears?Howdoyouhandleconflict?Whyshouldwehireyou?Whydoyouwanttoworkhere?Whatcanyoudoforusthatothercandidatescan’t?Whatdoyouknowaboutourcompany?Doyouhaveanyquestionsforme?Ⅱ．（略）情景對話自我介紹Ⅰ．takeaseat glad chance詢問薪資福利Ⅲ．1．招聘周期結(jié)束后，我們將為所有新員工組織崗位培訓(xùn)。2．職位將根據(jù)你在培訓(xùn)中的表現(xiàn)安排。3．我們將提供有競爭力的工資，第二年會有5天的帶薪假期，法定假日加班會支付三倍工資。深入閱讀Ⅰ．1．TF 2．FT 3．FT 4．FT 5．FTⅡ．（略）Task2InterviewEtiquette任務(wù)導(dǎo)入Ⅰ．a(chǎn)ppropriatemakeup formaldresssmilehaveeyecontactswitchoffthephonenochewinggumⅡ．（略）情景對話著裝禮儀Ⅰ．suggestions impression length bluebetter avoided negative肢體語言Ⅲ．1．進(jìn)入房間之前，你應(yīng)該先敲門獲得許可。2．你應(yīng)該站直、坐直，不要歪歪斜斜的。3．說話語氣要溫和，雙手交叉放在腹部或膝蓋上。4．一定要打開你的簡歷，并把正面轉(zhuǎn)向面試官，方便他們閱讀。深入閱讀Ⅰ．F T F T TⅡ．1．Keepeyecontactandsmile.Becauseoneofthebestwaystoconnectwithpeopleandbuildtrustiseyecontact.Youreyesarethewindowstoyoursoulandoftenconveytoothersthatyouaretrustworthyandreal.2．Yes,it’simportant.Becauseitwillcertainlygiveyouanedgeoveranyoftheotherfinalistswhodidn’tbothertosendthank-younotes.Ⅲ．（略）Project2Check-inandBaggageServiceTask1PassengerCheck-inService任務(wù)導(dǎo)入Ⅰ．4 3 2 1Ⅱ．略情景對話詢問值機(jī)時(shí)間：Ⅰ．NewYork early international 2hours halfanhour 10:00amⅡ．略開始辦理值機(jī)手續(xù)：Ⅰ．windowseat one boardingpass journeyⅡ．略團(tuán)體旅客辦理值機(jī)手續(xù)：Ⅰ．two behind within 30minutesⅡ．略Ⅲ．1.我們有靠窗和靠過道的座位，您喜歡哪一種?2.我們現(xiàn)在沒有連在一起的座位了。兩個(gè)靠窗的座位，一個(gè)在另一個(gè)后面，您覺得怎么樣?3.您的行李在限額之內(nèi)。機(jī)場廣播Ⅰ．開始值機(jī)：check-in Tokyo 32推遲值機(jī)：poorweather delayed 08:30 departurehall值機(jī)即將結(jié)束：immediatelyⅡ．略Ⅲ．略深入閱讀Ⅰ．1.Kioskcheck-inisaneasyairportcheck-infordo-it-yourselftypepeople.Itisaconvenientwayforpassengerstocheckinbyusingcheck-inkioskslocatedattheairport.Passengerscanselecttheirpreferredseatsandprintboardingpasses.2.Onlinecheck-inisnotpossibleforpassengerswhoneedspecialservicerequestssuchaswheelchairs,extraseats,unaccompaniedminors,petinhold,stretcher,etc.Ⅱ．1.D 2.C 3.DⅢ．1.如果旅客沒有行李要托運(yùn)，需要在登機(jī)前30分鐘到達(dá)登機(jī)口。2.自助辦理登機(jī)手續(xù)對喜歡自己動手的人來說也很方便。3.如果旅客需要航空公司服務(wù)員的幫助，可以使用附加在自助服務(wù)亭上的客戶服務(wù)電話。Task2UncheckedBaggageService任務(wù)導(dǎo)入Ⅰ．略Ⅱ．略情景對話常規(guī)行李托運(yùn)：Ⅰ．checkedbaggage conveyorbelt weightallowance allowed 20kg oneⅡ．略帶嬰兒的旅客辦理值機(jī)手續(xù)：Ⅰ．dealwith 40 18 Ⅱ．略Ⅲ．略行李超重：Ⅰ．class 2 excess bigger safeenoughⅡ．略Ⅲ．1.根據(jù)您的機(jī)票類別，行李限額是不同的。作為頭等艙旅客，您可以隨身攜帶兩件物品。2.您可以隨身攜帶這個(gè)小的行李，大的托運(yùn)。3.我會在這個(gè)包上貼一個(gè)易碎標(biāo)簽，提醒行李搬運(yùn)工小心對待它。深入閱讀Ⅰ．1.Ifthecarry-onbaggageexceedsthefreebaggageallowance,itshouldbechecked.2.Whentwoormorepassengerstravelingasonepartytoacommondestinationpointorpointofstopoverviathesameflight,presentthemselvesandtheirbaggagefortravellingatthesametimeandplace,theywillbepermittedatotalfreebaggageallowanceequaltothecombinationoftheirindividualfreebaggageallowance.Ⅱ．1.D 2.BⅢ．1.隨身攜帶的行李必須放在旅客前面的座位下，或放在行李架上。2.對于大量超重的行李，使用無人伴隨行李托運(yùn)可以減少花費(fèi)。3.但是行李是否可以一直托運(yùn)到目的地取決于不同航空公司的政策。Task3CheckedBaggageService任務(wù)導(dǎo)入Ⅰ．No.ChineseEnglish1免費(fèi)行李限額freebaggageallowance2超體積行李over-sizebaggage3超重行李overweightbaggage4托運(yùn)行李check-inbaggage5手提行李carry-on/handbaggage6液體物品liquiditems7行李標(biāo)簽baggagetag8超重行李費(fèi)excessbaggagerate9無人伴隨行李unaccompaniedbaggage10轉(zhuǎn)機(jī)行李interlinedbaggage11聯(lián)運(yùn)行李pooledbaggageⅡ．略情景對話超體積行李和動物托運(yùn)：Ⅰ．checkin dog long oversized 158cm cargocompartmentⅡ．略無人伴隨行李托運(yùn)：Ⅰ．sharpobjects overweight treat cheaper excessbaggagedeskⅡ．略轉(zhuǎn)機(jī)行李和聯(lián)運(yùn)行李托運(yùn)：Ⅰ．NewYork trouble 10:00pm EconomyClass inside pool forwardⅡ．略Ⅲ．1.那么，我是在紐約取行李呢，還是在目的地取行李呢？2.李小姐的行李重13公斤，正好在限額之內(nèi)。3.很高興地告訴您，在客艙前面有兩個(gè)連在一起的座位。深入閱讀Ⅰ．1.Thepackingofbaggageplaysaveryimportantroleinensuringthequalityofbaggagetransportationandflightsafety.2.Inordertosortthebaggagecorrectlyandleadtotherightshipment.Ⅱ．1.D 2.AⅢ．1.托運(yùn)行李必須包裝好，捆扎牢固，能承受一定的壓力。2.如果行李包裝不當(dāng)，承運(yùn)人應(yīng)當(dāng)要求旅客重新包裝。3.如果旅客沒有時(shí)間重新包裝，但堅(jiān)持辦理乘機(jī)手續(xù)，工作人員應(yīng)要求旅客填寫免除責(zé)任行李牌，然后將其貼在行李上。Task4BaggageDeliveryService任務(wù)導(dǎo)入Ⅰ．略Ⅱ．略情景對話行李損壞：Ⅰ．conveyorbelt CA1419 3daysⅡ．略Ⅲ．略行李丟失：Ⅰ．Two heavy Brown darkblue 2—3 clothes receiptsⅡ．略Ⅲ．略深入閱讀Ⅰ．1.Abnormalbaggagetransportationreferstothebaggagetransportationerrororaccidentcausedbytheairline’snegligence,faultorotherreasonsintheprocessoftransportation,suchasmissing,delayed,damaged,etc.2.Ifthepassengerslosttheirbaggage,thestaffshouldcheckthepassenger’sticketandbaggagetag,recordthepassenger’sname,itinerary,andmakeclearthecharacteristicsofthepassenger’slostbaggage,includingthenumber,weight,shapeandcoloroftheouterpackageandtheproductionmaterials,etc.tohelpthemfindtheirbaggage.Ⅱ．1.D 2.DⅢ．1.如有必要，經(jīng)領(lǐng)導(dǎo)許可，可以打開包裹，從中獲取相關(guān)線索。2.造成損害的原因應(yīng)立即查明，并應(yīng)明確責(zé)任。3.航空公司對這種輕微摩擦不負(fù)責(zé)任。Project4WaitingandBoardingServiceTask1WaitingPassengersService任務(wù)導(dǎo)入Ⅰ．glasses cosmetics perfume purse wine shoes scarf watch chopsticksⅡ．略情景對話外幣兌換：Ⅰ．ChineseRMB 500 coins Ⅱ．略機(jī)場購物：Ⅰ．pair 40yuan 5 receiptⅡ．略餐廳就餐：Ⅰ．menu Chinese hot seafood Rice water creditcardⅡ．略Ⅲ．1.你能給我一些推薦嗎？2.川菜以麻辣為主，而粵菜則以各種海鮮為主，比川菜清淡。3.我們不常吃中國菜，所以我們接受你的建議。深入閱讀Ⅰ．1.Whenpassengersaresleepyorjustneedsomepeaceandquiet,theycanrentonetoenjoytheirprivatespace.2.Becausethechildren’splaygroundattheairportinZürichisaminiatureairport.3.略4.略Ⅱ．1.候機(jī)室是“緩沖”區(qū)，用來在登機(jī)前聚集旅客。2.如果愿意，請盡情使用，但請溫柔對待琴鍵。3.在旅行一段時(shí)間后，他們的動脈中可能會有血塊堵塞，所以這是一種完美的鍛煉方式，同時(shí)也不用去別的地方給手機(jī)充電。Task2IrregularFlightService任務(wù)導(dǎo)入Ⅰ．1 3 4 2Ⅱ．略情景對話航班短時(shí)間延誤：Ⅰ．delayed lunchtime free Ⅱ．略航班長時(shí)間延誤：Ⅰ．略Ⅱ．略航班取消：Ⅰ．cancelled earliest 300yuan phonenumberⅡ．略Ⅲ．1.由于一些機(jī)械故障，航班取消了。2.你能幫我重新訂下一班飛機(jī)嗎？3.我們將為您提供免費(fèi)住宿和300元作為補(bǔ)償。機(jī)場廣播Ⅰ．航班延誤通知：3 waitinghall航班取消通知：servicecounter不正常航班服務(wù)通知：boardingpassⅡ．略Ⅲ．略深入閱讀Ⅰ．1.Mechanicalissues,badweatherconditionsandevenlast-minutestaffingproblemscanunpredictablyinterruptflightservices.2.PassengerswhogetstuckattheairportgatewithoutWiFioraccesstoelectricaloutletstochargetheirmobiledevicesmaygetangryquickly,especiallyiftheyneedtocontact