Preface?

Plan of the Book?

Study Guide



UNIT 01 Making Reservations and Checking In訂位與登機

- Making Reservations for Customers

- Checking In Customers for a Flight

- Types of Airline Employees



UNIT 02 In the VIP Lounge and at the Boarding Gate在貴賓室與登機門

- Letting Customers Into the VIP Lounge?

- Assisting Passengers at the Boarding Gate

- Cabin Crew Members and Their Roles



UNIT 03 Boarding登機

- Greeting Passengers?

- Solving Seating Problems

- Service for First-Class Passengers



UNIT 04 Preparing for Takeoff準備起飛

- Running a Safety Check

- Complaining About a Delay

- Pre-Takeoff Announcements



UNIT 05 After Takeoff起飛之後

- Helping Passengers Settle In

- Solving a Problem With a Headset

- Amenity Kits



UNIT 06 Meals飛機餐膳

- Serving Meals

- Handling Complaints About Meals

- Special Meals



UNIT 07 In-Flight Sales and Documents機艙銷售與機上文件

- Assisting With In-Flight Sales?

- Providing Information on Documents

- In-Flight Sales



UNIT 08 On-Board Entertainment機上娛樂

- Showing How to Use the Entertainment System?

- Dealing With Mechanical Problems

- The History of In-Flight Entertainment



UNIT 09 Sicknesses in the Air在飛機上身體不適

- Handling a Minor Medical Problem?

- Dealing With a Major Medical Problem

- Emergency Procedures in the Cabin



UNIT 10 Passenger Complaints客訴

- Handling Complaints About the Cabin Temperature?

- Handling Complaints About Slow Service

- The Personal Touch



UNIT 11 Preparing to Land準備降落

- Collecting Items Before Landing

- Dealing With a Landing Delay

- Diverting a Flight



UNIT 12 Landing降落

- Helping Passengers Deplane?

- Saying Goodbye

- Landing Announcements



Answer Key & Script & Translation

Appendix: Word List