Slide 1

Unit 17 At the Information Counter Slide 2 Part One: Warming-up Being a qualified agent needs better qualifications in airline passenger service. Those who work at the information counter are required to possess such attributes. Some of the following words and phrases can best describe the personalities the agents should have. Select them. Slide 3 Informative; explanatory; friendly; active; fearless; knowledgeable; resolute; enthusiastic; agreeable; patient; persuasive; reasonable; helpful; calm, warm-hearted; 1) The passenger is irritable about the delay of the flight and uncooperative about the work of the agent. The agent should be __________, __________ and __________. 2) The passenger is seeking information about the connecting flight. The agent should be __________ and __________. 3) The passenger is asking for help for his invalid father. The agent should be __________ and __________. 4) The passenger is complaining about the cancellation of the flight. The agent should be __________ and __________. 5) The passenger wants to know some airline rules. The agent should be __________. 6) In attending some foreign guests the agent should be ________, __________ and _________. 7) In facing the terrorist the agent should be __________ and __________. Slide 4 Part Two : Dialogues Dialogue A : Asking If a Passenger is on the Incoming Flight Dialogue B Paging Passenger Through Airport PA System Dialogue C Passenger Has Changed the Reservation Dialogue D Flight Delayed Due to Aircraft Maintenance Dialogue E Meal Service Is Offered Because of the Delay of the Flight Dialogue F No Information About the Delay of the Flight Slide 5 Part Two : Dialogues Dialogue G Passenger Transferred to Another Airlines Because of the Cancellation of his Flight Dialogue H Passenger Missing the Flight Dialogue I Inquiring About an Incoming Flight Dialogue J Seeking Help From the Agent (1) Dialogue K Seeking Help From the Agent (2) Dialogue L Inquiring Where to Meet the Flight Slide 6 Useful Expressions Incoming flight PA system Passenger namelist Reservation record Whats the trouble with the flight The extent of the delay Minor mechanical prolem Contact sb. promptly Meal service Be transferred to International Arrival Gate Encounter a road accident Speed to the airport Be upsetting Have a luncheon appointment with sb. Enquiry Desk Slide 7 Useful Expressions An academic meeting Clear the customs Due in Its not confirmed Before the plane can be cleared Slide 8 Special Terms: Airport PA system Airport public address system (Airport facilities) (Modelling the acoustics of Sharjah Airport ) Slide 9 Part Three : Language Practice Slide 10 Choice 1. Could you tell me ______ ? a. the arrival time of Flight MU915 to Osaka b. what shall we check in c. if we have cleared the customs d. to have Mr. White paged from the airport Slide 11 Choice 2. ______ that we can take B747 to our destination. a. We hope b. We are afraid c. We expect d. We wish Slide 12 Choice 3. I wonder how ______. a. can I get to the airport b. the flight has been delayed c. the airport works so efficiently d. the passenger service agents answer the unpleasant calls from the customers. Slide 13 Choice 4. Weve been informed ______. a. of the cancellation of Flight JL62 b. to know the change of the schedule c. that the complete itinerary of our journey has been typed out. d. about the news that the plane has been diverted Slide 14 Choice 5. That passenger service girl went to so much trouble over my suitcase ______. a. I would thank her b. that Im most grateful for all she did c. that I would like her paged for her help d. that she would like me to praise her Slide 15 Choice Usually, you should book hotel rooms _____ if you want to stay over night where you make a stopover. a. in advance b. beforehand c. on the spot d. offhand Slide 16 Choice 7. Im afraid that the plane from London has been delayed indefinitely ______. a. due to bad weather at London airport b. because of a technical fault c. so it needs to be repaired d. with engine trouble Slide 17 Choice 8. My parents phoned from San Francisco ______. a. to make sure that their return tickets had been reconfirmed b. and asked me to pick them up at the airport c. to the Baggage Section for the baggage they had lost in Shanghai d. and said that they would take China Eastern Airlines to return Slide 18 Dialogue Filling P: Excuse me. Its nearly ________ for departure. Why hasnt my flight been ________ yet? A: May I know your ________, please? P: Flight MU 919. A: Im afraid your flight may probably ________. In this case it will soon be announced. P: Whats the reason for the delay? A: Because of _______________. P: Why? Its a fine day here? A: I didnt mean the weather here. Its raining hard in Nagasaki. Besides, the visibility en route is poor, too. P: I see. ________ do we have to wait, then? A: Its pretty hard to say. Were ________ for an improvement in ________ conditions. I think your flight will ________ as soon as the weather becomes ________ for flying. Please wait till your flight is announced. Slide 19 Part Four Communication Activities Slide 20 Here are several situations at the departure and arrival areas. Suppose you are a passenger service agent, please offer help to the following passengers. At the Departure Area 1. Passenger: You want to know the check-in time and the counter for Flight JL782 to Tokyo. Agent: JL782 leaves at 2:35p.m. The check-in counter for this flight is on No. 5 island and check-in for international flight begins two hours before departure time. 2. Passenger: You are going to Paris on Flight MU553 at 5:20p.m. But the flight has been announced for delay. You want to know the reason and the length of the delay Agent: Flight MU553 has been delayed for minor mechanical trouble. It will be delayed for two hours or so. ETD is 7:25p.m. In the meantime passengers are offered a meal service at the airport restaurant. Slide 21 Here are several situations at the departure and arrival areas. Suppose you are a passenger service agent, please offer help to the following passengers. At the Arrival Area 1. Passenger: Youve just arrived at the air terminal. You want to pick up your friend who is coming from Bangkok on flight MU548 arriving at 7:50 p.m. You enquire about where to meet the passengers from that flight. Agent: Flight MU548 will be landing in about 40 minutes. The passengers will be coming through the international arrival gate on the left of the concourse on the ground floor after having cleared customs. 2. Passenger: You are going to meet two foreign friends in Pudong International Airport. They are Edward Left and Sarah Greenwood who will come from England to teach in your university. They emailed you that they would fly to Beijing on Flight CA938 on Tuesday and then transferred to Shanghai. But they didnt mention the flight number and what time they would leave Beijing. Make an enquiry of an agent about this information Agent: You have many flights from Beijing to Shanghai everyday. You want to know the passengers name and the flight number. You check the passenger name list on Tuesday flights, but there are no Edward Left and Sarah Greenwood. Then you check the reservations records. You show that Edward Left and Sarah Greenwood are on a reservations record for Wednesday flight CA932 leaving Beijing at 1:15p.m. Slide 22 Thank you for your listening! Presented by Gao Feng