客票服务学习活动

任务描述

假如你是客票预订中心(Booking Office)服务人员Annie,现在外国乘客John要买一张明天早上北京飞哈尔滨的经济舱机票,请你帮助外国乘客John 完成咨询、购票以及更改机票的任务。

任务准备

【任务相关知识准备】 请根据下面的图片写出正确的英文单词或词组。

【小组查询资料并完成讨论】 利用电脑、手机等媒介,查询资料并讨论:购票需要了解的票务相关知识有哪些?

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“为外国乘客进行客票服务”的对话。

要求:(1)符合对话逻辑,情节合理;

(2)不少于12句;

(3)语法合乎要求,鼓励创新。

【角色扮演】 为外国乘客进行客票服务。

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)在展示过程中注意对话情节合理性和礼貌服务;(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 Purchasing a Ticket 购票

A:Good morning,sir.Can I help you?

P:Yes.I'd like to buy a ticket to Harbin on next Monday.

A:Just a moment,please.I'll check...There are two flights.The A Airline has a flight leaving at 10:00 a.m.,and B Airline has a flight leaving at 4:00p.m.. Which flight would you prefer?

P:The flight is leaving at 10:00 a.m..

A:Thank you.Would you fill out this form,please?

P:OK.Here is the form.

A:Thank you.Well,Mr.Baker,will you fly first class or economy class?

P:Economy class.please.

A:One-way or return?

P:One-way,please.What is the air fare?

A:The fare is 1 480 yuan.

P:Do you have a discount?

A:Yes.20%discount.1 184 yuan.

P:All right.Here is 1 200 yuan.

A:May I see your passport,please?

P:OK.here you are.

A:That's fine.Wait a moment,please.

…

A:Here are your passport and ticket.Flight CZ4107,Chengdu to Harbin,next Monday.And your change.

P:Thank you.

A:You're welcome.Have a nice trip.

P:Bye.

Dialogue B Ticket Reissue更改机票

A:Good morning.A Airline.May I help you?

P:Well,I hope so.I'd like to change my reservation on Flight CZ4107 for next Monday to next Friday.

A:May I see your passport?

P:Yes,here you are.

A:Please wait and let me check...Well,Mr.Baker,would you like to choose the same flight on next Friday?

P:That's fine.

A:Your reservation on the flight CZ4107 for next Monday is cancelled.Instead,I've confirmed the Flight CZ4107 for next Friday.And I'll reissue your ticket.

P:Thank you.

A:My pleasure.OK,here are your ticket and passport.Have a nice trip!

【巩固练习】

1.两人一组,分角色朗读对话,注意语音语调。

2.再次朗读对话,回答下列问题。

1)Who are the two persons in the dialogue A?

2)Where does the passenger want to go in dialogue A?

3)How much is the ticket in dialogue A?

4)How does the receptionist help the passenger in dialogue B?

3.请听教师的朗读,写出听到的单词或者词组。

1)______________________________　2)______________________________

3)______________________________　4)______________________________

5)______________________________　6)______________________________

7)______________________________　8)______________________________

9)______________________________　10)______________________________

4.请根据上下文,填写出合适的句子,使对话完整。

第一篇

A:___________?

P:Yes.I'd like to buy a ticket to Chongqing for tomorrow.

A:Just a moment.____________.The Air China Limited has a flight leaving at 10:00 tomorrow.___________?

P:Good.I'll take that flight.

A:OK.___________,please.

P:OK.Here is the form.

A:_________________?

P:First class,please.

A:______________________________.

P:Yes.

A:______________________________?

P:Here you are.

A:Thank you.The fare is 500 yuan.

P:OK.Here's 500 yuan.

第二篇

A:(Pick up the phone)Hello,this is_________Booking Office,______________________?

P:Yes,I hope so.I'd like to change my reservation on Flight 3U678 from Friday to Thursday.

A:Have you bought a ticket?

P:Yes._____________________.

A:I'm afraid you must come to our booking office to reissue your ticket.

P:Really?

A:Yes,we must reissue your ticket.

P:What else should I take with me?

A:___________________________________with you.

P:OK.I see.I'll come later.

A:Thank you.

5.将下列英文句子翻译成中文或将中文句子翻译成英文。

1)There are two flights.The A Airline has a flight leaving at 10:00 a.m.,and B Airline has a flight leaving at 4:00 p.m..Which flight would you prefer?

2)Would you fill out this form,please?

3)One-way or return?

4)Do you have a discount?

5)I'd like to change my reservation on Flight CZ4107 for next Monday to next Friday.

6)Please wait and let me check...

7)You must come to our booking office to reissue your ticket.

8)您的护照和机票。CZ4107下周一从成都飞哈尔滨。还有找您的零钱。

9)祝您旅途愉快!

6.请大声朗读下列广播稿,注意语音语调。

Ladies and Gentlemen,

May I have your attention please:

Flight CA167 from Beijing to Tokyo is now landing.

Thank you.

任务总结和知识点链接

1.请总结为乘客订票的流程。

2.知识点链接。

1)普通票价

普通票价即航空公司公布的销售票价,通常称全价票。全价票在签转、变更和退票等方面的限制很少。

2)特种票价

特种票价通常分为两类,一类适用于政府规定的特定人群,如革命伤残军人和因公致残的人民警察等。此类票在签转、变更和退票等方面的限制很少。另一类是航空公司根据市场淡旺季、购票人数、购票时间的早晚等情况推出的适用于经济舱的票价,通常称折扣客票,购买此种客票时,请务必了解该客票相关的限制条件。

如果购买了特价客票,请一定要仔细了解航空公司的限制条件 (一般是不得退票、不得更改、不得签转),以免造成不必要的损失。提前购票能购买到不同折扣的低价客票,飞往同一地方各时段的航班客票价格也有差别,购票时应了解相关信息;此外,客票价格越低,限制条件相对也越多,购票时一定要咨询清楚,以免带来不必要的麻烦。航空公司普遍采用收益管理系统进行机票销售管理,会发生旅客购票时价格随时变化的情况,此属正常现象。

3)头等舱、公务舱票价

为适应国内航空运输市场发展,中国民用航空局、国家发展和改革委员会研究决定,自2010年6月1日起,民航国内航线头等舱、公务舱票价实行市场调节价,由各运输航空公司自主定价。各运输航空公司国内航线头等舱和公务舱价格种类、价格水平及适用条件(含头等舱和公务舱的座位数量、与经济舱的差异以及相匹配的设施和服务标准等)会有所不同。

4)儿童票/婴儿票

满两周岁但不满十二周岁的儿童,按国内航线成人普通票价的50%计价,国际航线根据航线不同而有差异。

未满两周岁的婴儿,使用成人普通票价10%的客票乘机,不单独提供座位;如需要单独占用座位,则应购买儿童票。每位成人旅客只能携带一名婴儿,超过的人数请另行购买儿童票。

儿童、婴儿乘坐国内航班,可以自愿选择购买航空运输企业在政府规定政策范围内确定并公布的其他种类票价,并执行相应的限制条件。但仍免收机场管理建设费。

5)联程客票

如需转乘航班才能到达目的地的旅客,在购买客票时,应查验所购客票是否为联程票,即全部航程均填列在一张或多张票号相连的客票上。

客票有效期:如果购买的是普通票价的客票,有效期自实际出发之日起,一年内有效;如果客票未曾使用,则自填开客票之日起,一年内有效。折扣票的有效期,适用航空公司公布的条件,请务必注意。

6)客票有效期的计算

从旅行开始或填开客票之日的次日零时起至有效期满之日的次日零时为止。

课后练习和任务

【课后练习】

1.请朗读下列句子。

1)提出请求

May I have a look at your ticket?

我可以看看你的机票吗?

Would you show me your tickets please?

可以出示你的机票吗?

May I have your name and telephone number?

我可以知道你的姓名和电话号码吗?

2)征求意见

Which flight would you like/prefer?

你想要哪趟航班?

First class or economy class?

头等舱还是经济舱?

Single or return ticket?

单程票还是往返票?

3)道别

Have a good trip./Have a good flight.

旅途愉快!

4)道歉

Sorry,sir.All seats for that flight are fully booked.

很抱歉,先生。那架航班的所有座位已经订满。

Sorry,there are no seats left.(www.xing528.com)

对不起,没有剩余的座位。

5)May I ask where you want to go?

请问您想购买到哪里的机票?

6)May I ask when you are going to take the flight?

请问您打算购买几号的机票?

7)There are 4 flights to Beijing on April 25th,departing from Qingdao at 7:10,11:00,14:30,and 19:00.The trip takes about 1 hour.

4月25日从青岛到北京的航班有4班,起飞时间分别为7:10、11:00、14:30和19:00,空中飞行时间约1小时。

8)May I ask whether you want to make a reservation or buy it now?

请问您是想预订还是直接购买?

9)Please fill in the Ticket Purchasing Form.

请您填写购票单。

10)The biggest discount for the flight to Beijing on May 1st is 20%,and it is 600 yuan with the discount.

5月1日到北京的航班折扣最低有8折,折扣价为600元。

11)Would you like an economy ticket or the first-class ticket?

您想购买普通舱机票还是头等舱机票?

12)Would you like to pay in cash or by credit card?

您想用现金付款还是信用卡付款?

2.英汉互译,请将下列中文翻译成英文或将英文翻译成中文。

1)direct flight　2)scheduled flight

3)Airport Inquiry Office　4)single ticket

5)make a reservation　6)take off

7)中国东方航空公司　8)归因于

9)往返票　10)填写

11)经济舱　12)头等舱

【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。

You want to order a ticket of China Airline flight CA984 from Beijing to Shanghai next Monday through the C-trip on the phone.

任务描述

假如你是客票预订中心 (Booking Office)服务人员Annie,外国乘客Jack 因公司经理安排,临时取消航程,他要退掉一张明天早上从北京飞上海的经济舱机票,请你帮助外国乘客Jack完成咨询与退票的任务;同时,他的朋友William 要订一张下周一从北京飞纽约的机票,请帮助他完成出票的任务。

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)退机票的流程是什么?

(2)出一张机票的流程是什么?

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“为外国乘客进行退票、出票服务”的对话。

要求:(1)符合对话逻辑,情节合理;

(2)不少于12句;

(3)语法合乎要求,鼓励创新。

【角色扮演】 退票、出票服务。

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)在展示过程中注意对话情节合理性和礼貌服务;

(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 Ticket Refund 退票

A:Good morning.Can I help you?

P:Well,I want to have my ticket refunded.

A:May I have the flight number and the departure date for the flight?

P:Yes.3U8751 from Chengdu to Haikou on the 7th of August.

A:May I see your passport,please?

P:Yes,here you are.

A:Thank you.Wait a moment.Your reservation to Haikou is for tomorrow.We can refund your ticket,but you have to pay a certain amount of cancellation fee.

P:I don't quite understand that.

A:Well,according to airline regulations,the passenger who asks for refund 24 hours before flight departure should pay the cancellation fee 10%of the original fare,and 20%if refund is requested within 24 hours but before 2 hours ahead of flight departure.The cancellation fee is 30%of the original fare if it is claimed within 2 hours before departure.Your reservation is for tomorrow.So you should pay 20% of the 1 480 yuan.That's 296 yuan.The refund is 1 184 yuan.

P:I see.

A:Please fill out the form.

P:That's all right.

A:Here's your passport and your money back.

P:Thank you!

Dialogue B Issuing Tickets 出票

A:Good morning,Sir.

P:Morning.I'm going to Beijing on Monday.I'd like to know tomorrow's scheduled flight for Beijing.

A:We have two flights for Beijing tomorrow,CZ3151,leaving at 8:00 in the morning and CA1304 leaving at 20:00 in the evening.

P:CZ3151,please.

A:OK.Would you fill out this form,please? Your name,flight number,route,date,contact telephone number and so on.

P:Here you are.How much is it?

A:Excuse me,do you want single or return ticket?

P:Single ticket,please.

A:RMB 1 000.Yes,good-bye.Have a good trip!

【巩固练习】

1.两人一组,分角色朗读对话,注意语音语调。

2.再次朗读对话,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 reservation of the passenger?

4)What's the regulation of the passenger who asked for refund?

pay the cancellation fee 10%of the original fare:______________________________

pay the cancellation fee 20%of the original fare:_____________________________ _

pay the cancellation fee 30%of the original fare:_____________________________ _

5)Who are the two persons in the dialogue?

6)When will the passenger fly the CZ3151?

7)How much is the ticket for CZ3151?

3.请听教师的朗读,写出听到的单词或者词组。

1)______________________________　2)______________________________

3)______________________________　4)______________________________

5)______________________________　6)______________________________

7)______________________________　8)______________________________

9)______________________________　10)______________________________

4.将下列英文句子翻译成中文或将中文句子翻译成英文。

1)Due to the bad weather conditions,this flight will not arrive on schedule.

2)Could I make two economy class reservations for this flight?

3)I'd like to change the Qingdao-Beijing reservation and reserve a seat to Tianjin.

4)Please be at the airport 2 hours before your flight time for check-in.

5)I would like to apologize for the inconvenience caused by this delay.

6)有什么需要帮忙的吗?

7)我们每周二和周四都有航班飞往武汉。

8)本次航班经停济南,总航程需要2小时。

9)您想购买普通舱机票还是头等舱机票?

10)祝您旅途愉快!

5.请大声朗读下面的广播稿,注意语音语调。

Passengers taking supplementary flight CA167 from Beijing to Tokyo,attention please:

Please go to the Counter/Service Counter/Information desk No.8 to exchange your boarding passes for transit passes.

Thank you.

任务总结和知识点链接

1.为乘客退票流程是什么?

2.为乘客出票流程是什么?

3.知识点链接。

1)客票有效期:如果购买的是普通票价的客票,有效期自实际出发之日起,一年内有效;如果客票未曾使用,则自填开客票之日起,一年内有效。折扣票的有效期,适用航空公司公布的条件,请务必注意。

客票有效期的计算:从旅程开始或填开客票之日的次日零时起至有效期满之日的次日零时为止。

2)客票变更:如果在购票后要求改变航班、日期、舱位等级等,属于自愿变更。自愿变更有一定限制,折扣票有不同的限制条件,甚至不允许变更。

3)退票:如果在客票有效期内要求退票,凭有效身份证件,按航空公司的规定即可办理。电子客票凭行程单办理退票手续,如果未曾打印行程单,可凭有效身份证件办理退票手续。如果在航班经停地自动终止旅行,则该航班未使用航段的票款不退。如果因病要求退票,需提供医疗单位证明,始发地退还全部票款,经停地退还未使用航段的全部票款,不收取手续费。患病旅客的陪伴人员要求退票,不收取手续费。

票款只能退给客票上列明的旅客本人。如委托他人办理,须提供旅客本人和受委托人的有效身份证件。如果持折扣客票,退票按航空公司的有关规定办理。

4)客票遗失:当遗失客票时,请以书面形式迅速向航空公司或其销售代理人申请挂失。申请挂失前,客票如果已被冒用或冒退,航空公司不承担责任。申请挂失后,经查证客票未被冒用或冒退,待客票有效期 (通常是一年)满后的30天内,办理退款手续。国际客票应在航空公司规定的时限内办理。

5)航空保险:

客票险——您的客票含有旅客法定责任险。当您在乘坐飞机发生意外时,造成人身伤亡或行李物品的损失均属法定责任险。

航意险——您可以自愿向航空公司投保国内航空运输意外伤害险。购买此险,不免除或减少航空公司应当承担的赔偿限额。

课后练习和任务

【课后练习】

1.请将下列英文短语翻译成中文。

1)have a refund for one's ticket

2)change flight and date

3)pay for the refund

4)the least amount

5)ask for a refund

6)original fare

7)before the departure time

8)reschedule one's ticket

9)miss flight

2.请根据上下文,按照中文填写出合适的句子,使对话完整。

(The Olympic swimming coach Mr.Gilbert has missed the flight CA982 to Paris.He goes to the Air China Ticket Office to reschedule his ticket.)

C:_____________________(您好,有什么事吗?)

P:I just missed my flight due to a traffic jam.Can I reschedule it?

C:______________________(可以,您要去哪儿?)

P:Paris.

C:______________________(CA1304后天上午11:40起飞。)

P:Do you have anything earlier?

C:Let me check._____________________(CA542明天下午15:25起飞,还有空座,改签这趟航班行吗?)

P:OK.I'll take that.

C:Let me have your passport and your original ticket,please.

P:_____________________(给您,顺便问一下,我还要再付费吗?)

C:No,you don't.Here are your ticket and passport.

P:Thank you.

C:______________________(感谢您选择国航的航班!)

【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。

The Olympic runner Mr.Robert has bought a ticket on flight CA321 to Washington.But he has to cancel his reservation and asks for a refund of his ticket 15 hours before the departure time because the Olympic program for events has changed.