民航乘务员与安全员专业英语DealingwithComplaintsUnit6ComplaintsandDisruptivePassengersTopic1DealingiwithDComplaints.pptxVIP

下载本文档

5
0
约1.96千字
约 8页
2021-03-31 发布于北京
举报
版权申诉

民航乘务员与安全员专业英语DealingwithComplaintsUnit6ComplaintsandDisruptivePassengersTopic1DealingiwithDComplaints.pptx

1、原创力文档（book118）网站文档一经付费（服务费），不意味着购买了该文档的版权，仅供个人/单位学习、研究之用，不得用于商业用途，未经授权，严禁复制、发行、汇编、翻译或者网络传播等，侵权必究。。
2、本站所有内容均由合作方或网友上传，本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺！文档内容仅供研究参考，付费前请自行鉴别。如您付费，意味着您自己接受本站规则且自行承担风险，本站不退款、不进行额外附加服务；查看《如何避免下载的几个坑》。如果您已付费下载过本站文档，您可以点击这里二次下载。
3、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等，请点击“版权申诉”（推荐），也可以打举报电话：400-050-0827(电话支持时间：9:00-18:30)。
4、该文档为VIP文档，如果想要下载，成为VIP会员后，下载免费。
5、成为VIP后，下载本文档将扣除1次下载权益。下载后，不支持退款、换文档。如有疑问请联系我们。
6、成为VIP后，您将拥有八大权益，权益包括：VIP文档下载权益、阅读免打扰、文档格式转换、高级专利检索、专属身份标志、高级客服、多端互通、版权登记。
7、VIP文档为合作方或网友上传，每下载1次，网站将根据用户上传文档的质量评分、类型等，对文档贡献者给予高额补贴、流量扶持。如果你也想贡献VIP文档。上传文档

CABINATTENDANTSPECIALTY空中乘务专业教学资源库Unit 6 Complaints and Disruptive PassengersTopic 1 Dealing?with?Complaints Language Focus 消费者常见的投诉原因，包括航班晚点，行李丢失、被盗或延误，超售航班（乘客因航班座位超售而不得不换航班）及旅客服务质量等方面的问题。在消费者的投诉中，航班延误是航空公司遭到旅客抱怨和投诉的最大问题。引起航班延误的原因包括天气问题、交通管制、机械故障天气、突发事件、安检和旅客自身人为等因素。旅客对航空公司的抱怨和投诉，会引发媒体的负面报道，对航空公司的形象造成恶劣影响。各航空公司也意识到消费者们的诸多不满，许多航空公司在订购新飞机，承诺改善服务，并通过提升航班正点率、提高服务质量、完善延误后的工作流程等方法来降低旅客的投诉率。DialoguesDialogue OnePAX: Excuse me, here is my baggage claim tag, but I can’t find my baggage.??CA: How many pieces of baggage have you lost??PAX: Just one piece. CA: Can you tell me the features of your baggage???PAX: A small pink suitcase, with my name tag on the top.? CA: Don’t worry. Maybe someone just picked up the wrong case.?We will look it for you right now.? PAX: Thank you.?Dialogue TwoCA:?Good morning, sir. How can I help you?PAX: My flight has been delayed. Can you tell me why?CA: We are so sorry about that. It is delayed because of the heavy fog.PAX: How long will the delay last?CA: Maybe two or three hours.PAX: Does it mean l have to stay here tonight?CA: Dont worry about that. We will arrange tonights accommodation for you.PAX: Thank you.Dialogue ThreePAX: My flight was late, and I missed my connecting flight. CA: We do apologize for the delay. We can help you find an alternate flight that will get you to your destination.PAX: I think the flight we missed was the last flight out of here today.CA: Don’t worry. We will try to find an alternate flight on another airline if we cannot accommodate you.PAX: What if I can’t find another flight out of here tonight? CA: We will arrange you to a local hotel for sleep tonight. PAX: Should I pay for my room? CA: Since the flight delay was our fault, we will cover the cost of a hotel room.GlossaryNew Words featuren. 特征，特点accommodationn. 住宿deice vt. 除冰informvt.通知Proper Nouns Termsbaggage claim tag 行李领取单alternate flight备用航班maintenance staff维修人员mechanical trouble机械故障国家级专业教学资源库——空中乘务Thank you