学习活动之值机服务优化策略

任务描述

假如你是值机柜台的地面 (Check-in Counter)服务人员Annie,外国乘客Mike现在正在办理CA901次航班从北京飞往纽约的值机手续,请你帮助外国乘客Mike完成咨询、值机的任务。

任务准备

【任务相关知识准备】 请看图片,依据中文在横线上填写相应的英文。

【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:办理值机手续的流程是怎样的?

任务实施

【梳理句型】 小组合作完成下列句型。

1.探究学习:听音频,并将下列对话中缺失的句子补充完整并填在横线上。

Sense:Mr Chen is going to take Flight CA3603 to Macao.It's time to check-in.He goes to the Air China check-in counter.

C=Clerk (工作人员);P=passenger(乘客)

C:Good afternoon.

P:Good afternoon.________________________.

C:Yes.________________________?

P:Here you are.

C:________________________?

P:Only a hand bag.

C:All right._______________________?

P:Please give me a window seat.

C:All right._______________________.

________________________.Have a nice trip.

2.读一读:组内分角色朗读上面的对话。

3.学习通:请完成上述对话的配音练习,注意语音语调。

【明确办理值机手续流程】

1.听对话音频,按要求完成对话的相关单词和句子填空(填充重点句子)。

1)整理出本对话中机场地面服务人员问候、提出帮忙的常用语。

2)根据以上内容,将对话内容涉及的句子填写在下列表格内。

2.分组发言:想一想、议一议办理值机的步骤是什么?

办理乘机手续单词要点提示图如下:

【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在值机柜台办理乘机手续”的对话。

要求:(1)符合办理乘机手续的流程;

(2)要求使用本课呈现过的句型,不少于15句;

(3)语法合乎要求,鼓励创新。

可参考资料:机舱分布图(以波音787机型为例)

可参考语句:

1)Could you put on the luggage label,please?

请您将行李放在行李传送带上好吗?

2)Hand-luggage is not be weighed.

手提行李不用称重。

3)Would you put your baggage on the conveyor belt one by one,please?

请把您的行李一件一件放在传送带上好吗?

4)I want to have a window seat.

我想要一个靠窗的位置。

5)Here's my passport.I'm going on the CA Flight to New York.

这是我的护照,我将乘坐国航的航班到纽约。

6)May I have your passport and Itinerary of e-ticket.

请出示你的护照和行程单。

7)Could I take this briefcase as my hand baggage?

这个公文包能作为手提行李吗?

8)What kind of seat do you prefer?

您喜欢什么座位?

9)I'm sorry.No more aisle seats are available.Will the window seat be all right?

很抱歉,您要的座位没有了,给您推荐一个靠窗的座位,可以吗?

【角色扮演】 为外国乘客Mike在值机柜台办理乘机手续。

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)在展示过程中注意办理乘机手续的流程和礼貌服务;

(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

【知识点】

1.单词

flight number passport check in counter rear aisle boarding pass luggage check e-ticket

2.句型

乘客角色

1)说明值机航班号和目的地:Can I check in here for航班号to地点.

2)说明自己心仪的座位:Please give me a靠窗、过道(window/aisle)seat.

工作人员角色

1)要求乘客出示相关证件和电子客票:Will you give me your证件/电子客票/护照?

2)询问行李托运事宜:How many pieces of luggage(行李)do you want to check,sir?Please put your baggage checks on your baggage.

3)询问选座位:What kind of seat do you prefer?

4)换好登机牌:Here's your证件和登机牌(ID card and your boarding pass.)

【技能点】 办理乘机手续流程的操作要点

证件/电子客票/航班信息→选座位→行李托运→换好登机牌

【课后作业】

分组上传“在值机柜台为乘客办理乘机手续”的规范对话表演视频到 “学习通”平台。

任务描述

假如你是值机柜台(Check-in Counter)的地面服务人员Annie,外国乘客Joe是一位坐轮椅的乘客,现在需要你帮助为其办理CA901次航班从北京飞往纽约的值机手续,请你帮助他完成咨询、值机的任务。

任务准备

【知识准备】 小组查询资料并完成讨论,写出下列乘客的具体含义。

无人陪伴儿童:

行动不便乘客:

素食乘客:

孕妇:

残疾人:

【小组查询资料并完成讨论】 为特殊乘客办理乘机手续的注意事项有哪些?

任务实施

【对话】 特殊旅客办理乘机流程

Dialogue A unaccompanied minor 无人陪伴儿童

C=Clerk (工作人员);P=Passenger(乘客)

C:Good morning.May I help you?

P:Yes.I am here for the boy.He will check-in.

C:Well,he is Li Hua,the unaccompanied minor.

P:Yes.I'm his teacher.He will go to Tibet to meet his parents during his summer holiday.

C:I'd like to let you know that we'll seat Li Hua a forward row so that he will be easy for our flight attendants to find and watch.

P:You are so thoughtful,thank you so much.

C:We have prepared an envelope to contain his travel documents.As Li Hua's guardian,could you please read carefully and complete the form on the cover of the envelope?

P:Here you are.Is that all fight?

C:Yes.Thank you.This is your copy.I'll put his travel documents in the envelope and pass it to our senior flight attendant on his flight.

P:Be sure that your flight attendants will watch him on board.

C:Yes.Here is a badge for an unaccompanied child.

(To Li Hua)Let me pin this badge on your chest so that our flight attendants can identify you and look after you during the flight.

(To the guardian)He will soon be escorted to the cabin crew.

P:Is there anyone to assist him after descending at Lhasa Airport?

C:Yes,our ground staff at the airport will be informed and ready to meet him.

P:Thank you very much.

Dialogue B Missing the Time for Check-in 错过值机时间

P:It's the counter of China Southern,isn't it?

A:Yes.What can I do for you?

P:Can I check in for flight CZ3102 to Guangzhou.

A:Sorry,sir.You are late for check-in.The system has been closed off.You have to go to the duty managers'counter.The agent there will help you get a boarding pass.

…

(At the duty managers'counter)

P:Excuse me,can you help me?

A:Sure.What's the problem?

P:You see,I've missed check-in time for flight CZ3102.I wonder if you could help me check in that flight.

A:Can I have your passport,please?

P:Here you are.

A:Do you have any baggage to check-in?(www.xing528.com)

P:No.I only have a briefcase.

A:OK.Just a moment.Here is your boarding pass.Your seat is 33E.The passengers are expected to start boarding in ten minutes.

P:Where should I go through the security check?

A:Just over there behind that counter.You should go to gate 11 as soon as you finish security check.

P:Thank you very much.

【小组合作探讨完成下列任务】

写一写:分组讨论撰写“为轮椅乘客Joe在值机柜台办理乘机手续”的对话。

要求:(1)符合办理乘机手续的流程;

(2)要求使用本课呈现过的句型,不少于15句;

(3)语法合乎要求,鼓励创新。

【角色扮演】 为轮椅乘客Joe在值机柜台办理乘机手续。

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)在展示过程中注意办理乘机手续的流程和礼貌服务;

(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。

【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 the dialogue?

2)What's the matter with the passenger in dialogue B?

3)How did the attendant help the unaccompanied minor in dialogue A?

3.根据对话B回答下列问题。

1)Who are the two persons in the dialogue?

2)What's the matter with the passenger in dialogue B?

3)How did the attendant help the missing time in check passenger in dialogue B?

4.听教师朗读单词或句子,将所听内容写在下面的横线上。

1)______________________________　2)______________________________

3)______________________________　4)______________________________

5)______________________________　6)______________________________

7)______________________________　8)______________________________

9)______________________________　10)______________________________

5.将下列英文短语翻译成中文并记忆。

1)unaccompanied minor　2)VIP

3)travel documents　4)pin this badge

5)cabin crew　6)ground staff

7)see somebody.off　8) boar dinggate

6.将下列英文句子翻译成中文或将中文翻译成英文。

1)We expect to start boarding at 4:30 p.m..

2)The passengers are expected to start boarding in ten minutes.

3)您错过办理登机的时间了。

4)现在系统已经关闭了。您要去值班经理柜台办理。

5)You should go to gate 11 as soon as you finish security cheek.

任务总结和知识点链接

1.小组讨论并总结完成为特殊旅客办理值机手续的流程。

2.知识点链接——关于特殊旅客的相关知识点。

重要旅客的售票手续办理后,应在起飞前24小时发特殊旅客通知 (SPA/VIP)起飞前一天报机场要客服务。重要旅客取消旅行或改变乘机地点、日期,办理变更的售票处应及时发报通知有关空运企业和办事处。

儿童:(1)定义:2～12周岁的儿童。

(2)分类:①有成人陪伴的儿童(包括婴儿),未满2周岁,10%不占座位。

②无成人陪伴的儿童:无成人陪伴儿童指5周岁至12周岁以下无成人陪伴,单独乘机的儿童,5 周岁以下的无成人陪伴儿童,不予承运。无人陪伴儿童必须符合航空公司的运输条件方可运输。

病残旅客:(1)定义:由于身体和精神上的病态,空中旅行中不能照顾自己,需要由他人照料的旅客,称为病残旅客。带有先天残疾,已习惯于自己生活的人不应视为病残旅客。

(2)接受病残旅客:①诊断证明书;②填写特殊旅客(病残)乘机申请书;③陪伴人员。

(a.病残旅客乘机,原则上由医生或护理人员陪同,以便旅途中照料旅客。b.除精神病人外,符合条件的可单独旅行。)

担架:(1)担架旅客订座不得迟于航班起飞前72小时,每一航班每一航段上只限载运一名担架旅客。

(2)陪伴人员经医生同意,至少一名陪护人员。

孕妇:(1)怀孕32周及以下的孕妇乘机,除不适宜乘机者外,可按一般旅客运输。

(2)怀孕超过32周的孕妇,应提供医生诊断证明。

(3)怀孕超过35周(含)的孕妇,预产期4周 (含)以内者,一般不予接受运输。

(4)起飞前48小时,拍发特殊旅客运输通知SPA/PREGNANT 电报发给经停站和到达站。

课后练习和任务

【课后练习】

1.完成下列对话。

C:Excuse me,madam.Are you Cairo's mother?

P:No.I am her aunt.

C:I'm sorry.I'd like to let you know___________so that she will be easy for our night attendants to find and watch.

P:_______________________.

P:I'll put her travel documents in an envelope and pass it to___________________

P:Be sure that your flight attendants will watch him on board.

C:Let me___________on her chest so that our flight attendants can identify you and look after you during the flight.

P:Is there anyone to assist him after landing at Lhasa Airport?

C:Yes,our ground staff at the airport will be informed and ready to meet him.

P:Thank you very much.

2.用下列单词或短语完成对话。

the cover;travel documents;an unaccompanied child;an envelope;forward;the destination airport

P:I requested special service for_______________when I booked the ticket.

A:Can I have a look at his_________________?

P:Of course,here you are.

A:OK,sir.Your son's_______________are in order.We'll seat him in a_______________row so that it will be easy for our flight attendants to find and look after him.

P:It's very considerate of you.Thank you.

A:Who will come to meet him at_____________________________?

P:His uncle.

A:We have prepared_ __ __ ___ __ __ ___ __ _to contain his travel documents.Could you please complete this form on___________________of the envelope?

P:Certainly...Here you are.Is that all right?

3.请根据下列句子的提示补全句子,使句子完整。

P:Good afternoon.I'm going to Brussels.Shall I check in at your counter?

A:________________________________________________________________________?

P:Good morning.Is this the check-in counter for Flight CA5513 to Hangzhou?

A:__________________________________________________________________________.

A:________________________________________________________________________?

P:I'd like an aisle seat.

A:__________________________________________________________________________?

P:Two small suitcases.

A:__________________________________________________________________________?

P:Yes,a handbag.

P:Can I have window seat in the forward section?

A:I'm afraid________________________________________________________________.

P:Can I check in for flight CZ3102 to Guangzhou.

A:Sorry,sir.You are late_________________________________________________.

P:Is there anyone to assist him through Immigration and Customs after landing at Manila Airport?

A:Yes,our ground staff___________________________________________________.

P:I think I'll need your special assistance.

A:__________________________________________________________(为您安排轮椅).

4.根据下列句子填出空缺的单词或短语。

1)You are _____________check-in.

2)You have to go to the duty _____________counter.

3)The system has been closed off.

4)Do you have any baggage to___________?

5)The passengers are___________to start boarding in ten minutes.

5.将下列英文句子翻译成中文。

1)It's the counter of China Southern,isn't it?

2)The system has been closed off.You have to go to the duty managers'counter.

3)Where should I go through the security check?

4)Just over there behind that counter.

5)I wonder if you could help me check in that flight.

【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。

A woman with a baby,taking a big suitcase is checking in on the check-in Counter,please help her to check-in.

为特殊旅客办理值机子任务结束