民航服务英语专业技能标准及考核办法李淑香

《民航服务英语》专业技能标准及考核办法

《民航服务英语》是航空服务专业的核心课程之一。《民航服务英语》课程是以掌握航空客舱服务及地面服务的重点句型和航空专业词汇为中心，以旅客从办理登机手续到飞机落地提取交运行李整个流程流程为主线，着力培养学生用英语进行地勤服务工作的能力以及进行客舱服务沟通的一门专业课程。随着航空事业的高速发展，对航空服务人员的英文要求越来越高，如何在航空服务中用英语给旅客提供更好的服务，帮助旅客解决可能产生的各种问题，以及在紧急情况下帮助旅客成功撤离，这些都需要客舱乘务员良好的工作素质和过硬的英语水平。

针对以上课程建设标准，民航服务英语作为专业技能课程将从以下几

方面进行专业技能考核：

一．课程体系

《民航服务英语》课程内容和要求分析表

二考核原则

教学成果评价坚持过程考核与终结考核相结合的原则进行。考核的着眼点主要在于三方面：理论知识、实践技能、综合素质。理论知识考核主要采取单项理论测试和期末综合测试的形式完成；实践技能考核主要以熟练对话的表达形式完成；综合素质考核主要采取学生自评、学生互评、教

师点评的形式，对学生的日常文明素养、自主学习活动参与情况、课堂表现、学生任务的完成情况等方面进行评价。

学生的学期总成绩由基础知识考核成绩（40%）、实践应用考核成绩（40%）、综合素质考核成绩（20%）构成。

评价考核的特点是“基础知识、实践应用、行业素质”三维并重，增加了“素质”考核成绩，目的是训练学生能以航空人员的职业素质面对市

场、具备就业的能力。

三考核要求：

1、英语口语语音语调的正确性，表达的熟练和流利性。

2、熟练掌握基本民航英语词汇、短语和常用句型，能进行基本民航英

语会话

3、能应对基本的日常民航活动和外事接待工作，如：电话订票、安检、

值机、登机、客舱服务、飞机落地等；

4、能够应对民航服务情景的具体环节，如：电话订票、安检、值机、

登机、客舱服务、飞机落地等。

四考核方式：口试

1、考核由三部分组成，第一部分为问答交流，由评委老师根据题库中

话题抽取2～3个进行提问，考生根据问题作答。第二部分为个人阐述，围绕所抽题库题目的主题进行一段3分钟左右阐述。第三部分

为对话，考生按照两人一组进行一段4分钟左右的对话配合。

2、由评委老师抽取十套题库中的任意一道题库，提前交给考生进行准

备，准备时间为15分钟。进行对话配合的两位考生考同一套题库。

3、考试过程中，评委老师根据考生表现分项打分并得出总分，然后由

现场工作人员汇总统计平均分作为考核成绩

4、考生按照顺序进行考试，考前在教室外等候，不得大声喧哗。

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货币兑换处money exchange; currency exchange 订旅馆hotel reservation 行李暂存箱luggage locker 出站（出港。离开）departures 登机手续办理check-in 登机牌boarding pass(card) 护照检查处passport control immigration 行李领取处luggage claim ;baggage claim 国际航班旅客international passengers 中转transfers 中转旅客transfer passengers 中转处transfer correspondence 过境transit 报关物品goods to declare 贵宾室V.I.P room 购票处ticket office 付款处cash 出租车乘车点Taxi pick-up point 大轿车乘车点coach pick-u point 航空公司汽车服务处airline coach service 租车处（旅客自己驾车）car hire 公共汽车bus; coach service 公用电话public phone; telephone

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民航服务英语口语 CONVERSATIONAL ENGLISH FOR AIRLINE PASSENGER SERVICE Call-center 2008.8务 Contents Unit One Flight Information(航班务务) (3) Lesson One Flight Information(航班务务) (3) Lesson Two Travel Inquiry(航空旅游务务) (5) Lesson Three Documents(旅行文件) (6) Lesson Four Direct and Connecting Flights(直航班务程航班达与) (8) Unit Two Airline Reservations(务票) (9) Lesson One Reservations(务票) (9)

Lesson Two Onward Reservations(务务程票) (10) Lesson Three Reservation Change(务票改务) (12) Lesson Four Delay and Cancellation(延务取消与) (13) Lesson Five Standby(候务) (14) Unit Three Ticketing and Fares(出票票价与) (16) Lesson One Ticketing(出票) (16) Lesson Two Fares and Means of Payments(票价支付方式与) (17) Lesson Three Lost Ticket and Refund(机票务失退票与) (18) Unit Four Reconfirmation(再务务) (19) Unit Five Check In(务理登机手务) (20) Lesson One Normal Check-in(务理登机手务) (20) Lesson Two Ticket and Passport(机票务照与) (22)

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飞机A/C（是aircraft 的英文缩写形式） 航前检查preflight check 航后检查postflight check 短停检查transit check 定检scheduled maintenance 发现found或revealed（注：对已发生事情的描述常用过去式） 故障trouble 或failure 或fault 失效fail 或malfunction 不工作inoperative 缩写INOP 工作不稳定rough 工作稳定smoothly 排故troubleshooting 为了排故for troubleshooting 不能fail to…或can’t 根据refer 或per to 或according t o； 维护手册AMM 更换replaced 件号part number 缩写P/N 时控件time control part 拆下removed 安装installed 上件part on 下件part off 放行标准DDG（是dispatch deviatio n guide的英文缩写形式） 最低设备清单MEL（是minimum equ ipment list的缩写形式） 同意放行dispatch approved 或rele ased 因为due 或because 因停场时间不足due time short

没有备件lack parts 或no spare pa rts available 或no parts in stock 待件wait for parts 申请保留apply for reservation 保留故障defer defect 保留项目defer item 保留期限due time 关闭保留项目close deferred item 撤消保留项目rescind deferred item 前部forward 缩写fwd 后部after 缩写aft 左left 缩写L 或LH 右right 缩写R 或RH 上面upper 下面lower 内侧inboard 缩写I/B 外侧outboard 缩写O/B 内侧发动机inboard engine 外侧发动机overboard engine 起落架landing gear 缩写LDG 主轮main wheel 前轮nose wheel 测试test 通电测试power-on test 安装测试test for installation 操作测试operational test 系统测试test for system 正常normal 或OK 异常abnormal 在空中in flight 在地面on ground 地面检查GND check 试车检查running-up test （同机）对串件interchanged…with…

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(情景口语)机场实用英语口语对话总汇

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空乘常用英语 乘客与飞机工作人员 international passenger 国际旅客 domestic passenger 国旅客 connecting passenger 转机旅客 transit passenger 过境旅客 stand-by 候补旅客 no-show 误机者 unaccompanied passenger 无人陪伴儿童 handicapped passenger 残疾旅客 departing passenger 出港旅客 arriving passenger 进港旅客 flight crew 机组人员 captain 机长 pilot 飞行员 copilot 副驾驶员 flight engineer 飞行机械师 stewardess/cabin attendant/air hostess 女乘务员/空中小姐steward 男乘务员 purser/chief attendant 乘务长 chief purser 主任乘务长

air crew 空勤人员 ground crew 地勤人员 ground service staff 地面服务人员 navigtor 领航员 Main Facilities in the Airport 机场主要设备 aerodrome/airport 飞机场 alternate airfield 备用机场 control tower 管制塔台 hangar 机库 fuel farm 油库 emergency service 急救站 localizer 航向信标台/定位信标 weather office 气象站 runway 跑道 taxiway 滑行道 parking bay 停车位置 maintenance area 维修区 terminal departure building 机场大厦/候机楼international departure building 国际航班出港大厦seeing-off deck 送客台

机场常用的英语口语情景对话范文

【机场送机英语口语情景对话】 A:Mr.Martin, we're on arrival. 马丁先生，我们到了。 B:lt's nice of you to see my off at the airport. Thank you very much. 您真是太周到了，非常感谢您来机场送我。 A:We'll miss you. I hope we'll keep in touch. 我们会想念您的，希望今后保持联系。 B:Sure. You've given a great help to me in the past days. 当然会。这些天里您帮我大忙了。 A:lt's my pleasure. We hope you'll visit Beijing again. 我很乐意那样做。我们希望您能再次来北京。 B:Certainly. l'll be glad to. 当然，我很乐意。 A:lt's almost time to get aboard. 该登机了。 B:Yes, we should go. Thank you very much. Goodbye! 是啊，我们该走了。非常感谢!再见! A:Bye bye! Have a pleasant journey! 再见!旅途愉快! 【机场办理登记英语对话】 Agent: Good afternoon! Where are you flying to today? 值机人员：下午好!今天你的目的地是哪里? Dan: Los Angeles. Dan：洛杉矶 Agent: May I have your passport, please? 值机人员：请给我看一下您的护照? Dan: Here you go. Dan：给你。 Agent: Are you checking any bags? 值机人员：你有什么托运行李么? Dan: Just this one. Dan：只有一个。 Agent: OK, please place your bag on the scale. 值机人员：好的，请称一下你的行李。 Dan: I have a stopover in Chicago – do I need to pick up my luggage there?

机场常用英语.

常用机场英语机场指示牌 机场费airport fee 出站（出港、离开）departures 国际机场international airport 登机手续办理check-in 国内机场domestic airport 登机牌boarding pass (card) 机场候机楼airport terminal 护照检查处passport control immigration 国际候机楼international terminal 行李领取处luggage claim; baggage claim 国际航班出港international departure 国际航班旅客international passengers 国内航班出站domestic departure 中转transfers 卫星楼satellite 中转旅客transfer passengers 入口in 中转处transfer correspondence 出口exit; out; way out 过境transit 进站(进港、到达）arrivals 报关物品goods to declare 不需报关nothing to declare 贵宾室V.I.P. room 海关customs 购票处ticket office 登机口gate; departure gate 付款处cash 候机室departure lounge 出租车taxi 航班号FLT No (flight number) 出租车乘车点Taxi pick-up point 来自…… arriving from 大轿车乘车点coach pick-up point 预计时间scheduled time (SCHED) 航空公司汽车服务处airline coach service 实际时间actual 租车处car hire 已降落landed 公共汽车bus; coach service 前往…… departure to 公用电话public phone; telephone 起飞时间departure time 厕所toilet; W. C.; lavatories; rest room 延误delayed 男厕men's; gent's; gentlemen's 登机boarding 女厕women's; lady's 由此乘电梯前往登机stairs and lifts to departures 餐厅restaurant 迎宾处greeting arriving 酒吧bar 由此上楼up; upstairs 咖啡馆coffee shop; cafe 由此下楼down; downstairs 免税店duty-free shop 银行bank 邮局post office 货币兑换处money exchange; currency exchange 出售火车票rail ticket 订旅馆hotel reservation 旅行安排tour arrangement 行李暂存箱luggage locker 行李牌luggage tag =======================================

机场出入境常用英语口语(主要用于中转)复习进程

机场出入境常用英语口语(主要用于中转)

机场出入境常用英语口语 机场用语口语参考 一入关 麻烦请给我你的护照。 May I see your passport, please? 这是我的护照。 Here is my passport / Here it is. 旅行的目的为何?。 What's the purpose of your visit? 我准备到德国工作，我办理的是工作签证。 I have a visa for work I am going to work in Germany. 二行李遗失 我在何处可取得行李? Where can I get my baggage?

我找不到我的行李。能帮助我吗？ I can’ find my baggage. Can you help me? 这是我的行李票。（出示行李牌） Here is my claim tag. 三海关申报 每个国家的出、入境申报规则皆不同，有些国家不准许携带农产品，有些国家规定携带现金额度，然而，无论规则为何，按照出、入境国家的规则照实申报，是必须确实遵守的原则。若被查获，不仅在金钱上必须付出加倍罚款，而且会破坏旅游心情。因此，最好在出发前打听好目的国是否有特殊申报规定，以免兴冲冲带了一堆东西，却被海关全数没收。 请出示护照和申报单。 Your passport and declaration card, please. 是否有任何东西需要申报? Do you have anything to declare? 不，我没有 No，I didn’t 请打开这个袋子。 Please open this bag. 这些东西是做何用? What are these? 这些是我私人使用的东西。 These are for my personal use. 你有携带任何酒类或香烟吗? Do you have any liquor or cigarettes? 你还有其他行李吗? Do you have any other baggage? 请将这张申报卡交给出口处的官员。 Please give this declaration card to that officer at the exit.

英语口语--机场常用口语

机场常用口语 问候与接待： Hello！(Good morning/afternoon/evening！) 你好！（早上好！下午好！晚上好！）What can I do for you?/May I help you? 我能帮你什么忙吗？ I beg your pardon? 您能重复一遍吗？ Would you please slow down? 可以请您慢一点吗？ Please wait a minute/second/moment. 请稍等一下。 感谢与应答： Thank you very much. 非常感谢。 Thanks for your cooperation! 谢谢您的合作。 Y ou are welcome!/It’s my pleasure!/ Don’t mention it!不客气。 道歉与应答： I’m sorry！对不起！ Sorry to keep you waiting. 对不起，让您久等了。 Sorry to trouble you. 很抱歉打扰您。 I’m terribly sorry, but this is the rule.很抱歉，这是规定。 Never mind./ It doesn’t matter.没关系。 告别： Goodbye！/See you later! 再见！ Have a nice trip! 祝您旅途愉快！ Welcome to China again. 欢迎下次再来中国。 Communication(1 ) 对话1 P: Passenger 旅客S: Staff 机场职员 P: Could you tell me where the restaurant is located? 您能告诉我餐厅在哪吗？ S: Certainly. T ake the elevator ['eliveit?] down to Basement Level One and it’s right there. 可以，乘电梯到地下一层就是。 P: Where are the elevators? 电梯在哪里？ S: The elevators are beside the escalators['esk?leit?] over there. 自动扶梯在那边，电梯在自动扶梯旁边。 P: Got it. Thank you very much. 知道了。非常感谢。 S: Y ou are welcome.不客气。 Communication(2) 对话2 P: Excuse me. Do you know where I can find something to read? 麻烦您了，请问您知道哪里可以买到读物？ S: Turn left at the second corner ahead and you will see a bookstore beside a restaurant. 在前面第二个拐角左转，你会看到在餐厅旁边有一家书店。 P: OK. Thanks. 好的。谢谢。 S: My pleasure. 不客气。

民航服务英语

《民航服务英语》试题 使用教材：民航服务英语试题范围：全册出版社：高等教育出版社版次：第一版学校名称：甘肃省西峰职业中等专业学校 I. Vocabulary 第一部分词汇(30%) 1. Put the following into Chinese英译汉（每小题1分，共10分） 1) passenger 2) attend 3) ticket 4) attendant 5) tip 6) contact 7) serve 8) delicious 9) worry 10)downtown 2. Put the following into English汉译英（每小题2分，共20分） 1) 机舱，客舱 2) 菜，碗碟 3) 着陆 4) 航班 5) 折扣 6) 菜谱 7) 准备好的 8) 定购 9) 重要的 10) 延误

II. Phrase 第二部分短语(20%) Translation英译汉、汉译英（每小题2分，共20分） 1) 起飞 2) 顺便说一句 3) 在机场 4) 到达 5) 请往这边走 6) fill out 7) boarding pass 8) look forward to 9) departure time 10) call button III. Cloze 第三部分完行填空(20%) Choose from A、B、C、D the best one according to the dialogues you have learned. 根据所学对话, 从A、B、C、D四个选项中选出最佳答案。（每小题1分，共20分） Dialogue 1 P：But 1 can I get nose drops? S：Please don’t 2 . I’ll get it for you. Just a 3 , please. … Here 4 are. I think it should be all right in a few 5 . P：Thanks a lot. … S：How are you 6 now? P：Much better. Thank you. Dialogue 2 P：Oh, my God!

飞机上的常用英语

(出示登机证予服务人员) 我的座位在那里? Where is my seat? 我能将手提行李放在这儿吗? Can I put my baggage here ? 是否可替我更换座位? Could you change my seat, please? 我是否可将座位向後倾倒? (向後座的乘客说) May I recline my seat? 我是否可抽 烟? May I smoke? 需要什麼饮料吗? What kind of drinks do you have? 机上提供那些饮料? What kind of drinks do you have? 咖啡、茶、果汁、可乐、啤酒和调酒。 We have coffee, tea, juice, coke, beer and cocktails. 晚餐想吃牛肉、鸡肉或是鱼? Which would you like for dinner, beef, chicken or fish? 请给我加水威士忌。 Scotch and water, please. 请给我牛肉。 Beef, please. 我觉得有些冷(热)。 I feel cold(hot)。 请给我一个枕头和毛毯。 May I have a pillow and a blanket, please? 机上有中文报纸或杂志吗? Do you have any Chinese newspapers (magazines)? 我觉得有些不舒服，是否可给我一些药? I feel a little sick, Can I have some medicine? 还有多久到达檀香山? How much longer does it take to get to Honolulu? 这班班机會准时到达吗? Will this flight get there on time? 我担心能否赶上转机班机。I’m anxious about my connecting flight。请告诉我如何填写这张表格? Could you tell me how to fill in this form? 乘飞机旅行英语常用语句 ﹝请求对方﹞再说一次。 Could you please repeat that? 我要订9月15号到纽约的班机。 I’d like to make a reservation for a flight to New York on September 15th. 408次班机何时抵达？ What time does Flight 408 arrive? 机票多少钱？ How much is airfare? 我想要确认我预订的机位。 I’d like to reconfirm my plane reservation please. 盥洗室在哪里？ Where is the lavatory? 你有中文报纸吗？ Do you have Chinese Newspaper? 我会冷，请给我一条毯子好吗？ I feel cool, may I have a blanket? 可不可以给我一副扑克牌？ May I have a deck of playing cards? 机内免税贩卖 In-Flight Sales 请出示您的护照。 May I see your passport, please? 您要在美国待多久？ How long are you going to stay in America? 我会留在美国一个星期。 I will stay for one week. 您此行的目的为何？ What is the purpose of your visit? 您有任何东西要申报吗？ Do you have anything to declare? 我没有东西申报。 I have nothing to declare. 对不起，哪里是行李提领区？ Excuse me, where is the baggage claim area? 行李遗失申报处在哪里？ Where is the lost luggage office? 我可以在哪里找到行李推车？ Where can I get a luggage cart? 对不起，哪里是行李提领区？ 我要把一万元台币换成美金。 I’d like to change NT$10,000 into U.S. Dollars, please. 你能告诉我在哪里兑换外币吗？ Can you tell me where to change money? 你们接受旅行支票吗？ Can you accept traveler’s checks? 汇率是多少？What’s the exchange rate?