Unit 1Asking for Information and Buying Tickets1Lesson 1Telephone Call for Information(电话问讯)1Lesson 2Booking Tickets (订票)5Lesson 3Issuing Tickets (出票)8Lesson 4Changing the Reservation (更改订座)12Unit 2Checkin Procedure16Lesson 1Checkin at the Airport (机场乘机手续)16Lesson 2Checked Baggage (交运行李)19Lesson 3Handling of VIP (重要旅客引导)23Unit 3Security Check27Lesson 1Going Through the Security Check(过安全检查)27Lesson 2Managing the Crowds(疏导人群)30Lesson 3Special Circumstance(特殊情境)33Unit 4Inflight Service37Lesson 1Finding the Seat(找寻座位)37Lesson 2Serving Food and Beverages (提供食物和饮料)41Lesson 3Flight Delay (航班延误)44Unit 5Baggage Service49Lesson 1Introducing the Service Facilities(介绍服务设施)49Lesson 2Baggage Inquiry(行李查询)52Lesson 3Luggage Deposit(行李寄存)55Unit 6VIP Service60Lesson 1VIP Service (贵宾服务)60Lesson 2Meeting an VIP(重要旅客的接机服务)63Lesson 3Handling of VIP for Departure(重要旅客的送机服务)66Unit 7Announcement71Lesson 1Airport Announcement(机场广播)71Lesson 2Public Address System(客舱广播)76Lesson 3Security Demonstration(安全广播)81Unit 8Arrival Service88Lesson 1Entry Formalities(入境手续)88Lesson 2Baggage Claim(提取行李)93参考文献98