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Project One Check-in Service 1

Lead-in 1

Project Description 3

Key Terms and Expressions 4

Practical Skills 6

The Procedure of Check-in Service 6

Task Practice 10

Airport Announcement 10

Situational Dialogue for Check-in Service Ⅰ 11

Situational Dialogue for Check-in Service Ⅱ 14

Further Reading 16

Unaccompanied Minor 16

Application for Pets Transportation 18

Project Two Boarding and Greeting 19

Lead-in 19

Project Description 21

Key Terms and Expressions 23

Practical Skills 25

The Procedure before Boarding 25

The Procedure of Boarding 26

Seat Maps 27

Cabin Layout 28

Task Practice 29

Airport Announcement 29

Situational Dialogue for Boarding and Greeting 31

Situational Dialogue for Luggage Service 34

Further Reading 36

XIAMEN AIR 36

Announcement for Safety Demonstration 37

Project Three Meal and Drink Service 38

Lead-in 38

Project Description 40

Key Terms and Expressions 41

Practical Skills 43

Catering Service Flow Chart 43

Task Practice 45

Airport Announcement 45

Situational Dialogue for Meal and Drink Service 46

Further Reading 50

Chinse Traditional Food 50

Special Food Service 50

Project Four In-flight Entertainment Service 52

Lead-in 52

Project Description 54

Key Terms and Expressions 56

Practical Skills 57

Forms of In-flight Entertainment Service 57

Task Practice 58

Airport Announcement 58

Situational Dialogue for In-flight Entertainment Service 58

Further Reading 61

Entertainment 61

Project Five Duty Free Sales 64

Lead-in 64

Project Description 66

Key Terms and Expressions 68

Practical Skills 69

The Procedure of Duty-free Sales Service 69

Task Practice 70

Airport Announcement 70

Situational Dialogue for Duty-free Sales 71

Further Reading 74

Allowances on Return to Australla 74

Project Six Special Passengers Service 75

Lead-in 75

Project Description 78

Key Terms and Expressions 79

Practical Skills 80

Special Passengers Service 80

Task Practice 83

Airport Announcement 83

Situational Dialogue for Special Passenger Service 84

Further Reading 87

Services Specific to Different Disabilities 87

Project Seven Special Situations Service 90

Lead-in 90

Project Description 92

Key Terms and Expressions 93

Practical Skills 95

The Procedure of Handling Flight Delay 95

Task Practice 95

Airport Announcement 95

Situational Dialogue for Special Situation Service Ⅰ 97

Situational Dialogue for Special Situation Service Ⅱ 100

Further Reading 103

Turbulence 103

Project Eight Landing 105

Lead-in 105

Project Description 107

Key Terms and Expressions 109

Practical Skills 110

The Procedure of Landing 110

Forms to Fill in Prior to Landing 110

The Procedure of Claiming of Lost Property 111

Task Practice 112

Airport Announcement 112

Situational Dialogue for Landing Ⅰ 113

Situational Dialogue for Landing Ⅱ 115

Further Reading 118

How Safe? 118

Practical Training 120

Part 1 Crew Service 120

Part 2 The Crew Announce 122

Appendix 133

1．The Code and Logo of International Airline Airway 133

2．The code of Maior City in China 134

3．Practical Vocabulary for Cabin Service 135

4．Interview Techniques 138

5．Interview Questions for Cabin Attendants 140

6．The Mock Interview 145

Listening Materials and Exercise 147

Reference 186