民航乘务员与安全员专业英语 Delayed Landing Unit 9 Landing Topic 2 Delayed landing.pptx

CABINATTENDANTSPECIALTY空中乘务专业教学资源库Unit 9 LandingTopic 2 Delayed landing Language Focus 航空运输是一个十分复杂的系统，导致航班运行出现不正常的原因有很多。天气、航路管理、机场保障等原因，除了会造成航班起飞的延误，往往也会造成航班的晚点降落。晚点降落时，旅客往往会存在焦虑的情绪，作为乘务员，航班延误时一定要耐心有礼，妥善积极的为旅客做好服务。首先要加强与各方的沟通，其次要做好客舱广播，另外还应当调整服务流程，加强客舱管理。晚点降落时，乘务员应做好客舱巡视，稳定旅客的情绪，通过细致观察和语言沟通，发现并尽早帮助有需要的旅客。 DialoguesDialogue OnePAX: Excuse me, miss. May I interrupt you for some questions?CA: Yes, of course. What can I do for you?PAX: Well, it seems that we will be late for Guangzhou.CA: Yes, I’m afraid so. There is a heavy thunderstorm ahead of us. We have to fly around it and we may arrive at Guangzhou Baiyun International Airport 2 hours behind schedule.PAX: Oh, 2 hours?CA: Yes, I’m awfully sorry for the delay.Dialogue TwoPAX: Excuse me, miss. May I trouble you for a moment? I’m afraid I will miss my connecting flight to London.CA: May I see your departure time of your connecting flight?PAX: Yes. If we arrive at the airport late due to the bad weather, there are only 1 hour left for my boarding.CA: Don’t worry, sir. If you miss the flight, you can go to flight center and our clerks will make a new arrangement for you.PAX: I see. Thank you very much.CA: You’re welcome.Dialogue ThreePAX: Miss, could you tell me when we will be landing at Tianjin Binhai International Airport?CA: The scheduled arrival time is 2:00 p.m., but due to the delay caused by heavy traffic, our plane won’t arrive until 3:30 p.m..PAX: Oh, I see. CA: By the way, it’s rather windy outside in Tianjin. You’d better put on your overcoat when you leaving.Dialogue FourCA: Excuse me, sir. Did you press the call button?PAX: Yes. I remember that the flight should be landing at 2:00 p.m., but it’s already 30 minutes behind the scheduled arriving time. Can you tell me the reason?CA: I’m terribly sorry. Due to low visibility at Beijing Capital International Airport, we have been ordered by Air traffic control to hold over Tianjin until we receive clearance to continue.PAX: My god! That’s really a bad news.