Unit 7 Change of Reservation.ppt上海交通職業(yè)技術(shù)學(xué)院△

1、民航服務(wù)英語口語教程 上海交通職業(yè)技術(shù)學(xué)院 unit 7 change of reservation ways of making a reservation lgo to a travel agency lgo to an airline office lgo to the airport ticket counter luse your telephone luse your internet or web procedures of reservation lstep 1: making an inquiry of the paxs information lstep 2: confir

2、ming the space / confirmation making an inquiry of the paxs making an inquiry of the paxs informationinformation passengers full name travel documents passport visa health card boarding pass class of service: f-class/ y-class/ c-class/ k-class expected departure time/date special service origin and

3、destination confirming the space / confirmation confirming the space / confirmation status of reservation lok: space confirmed lrq: on request / on waiting list lns: no seat (infant) lsa: subject to load lop: open dated sarq ns ok/op some terms crs: computer reservation system gds: global distributi

4、on system amadeus/ galileo/sabre/ wordspan pnr: passenger name record bf: booking files passports l normal passport l alien passport l diplomatic or consular passport l nansen and laisser passer l joint passports visas l visitor visa l transit visa l re-entry permits l exit permits l schengen visa:

5、lthe name schengen originates from a small town in luxembourg. in june 1985, seven european union countries signed a treaty to end internal border checkpoints and controls. more countries have joined the treaty over the past years. at present, there are 15 schengen countries, all in europe. lthe 15

6、schengen countries are: austria, belgium, denmark, finland, france, germany, iceland, italy, greece, luxembourg, netherlands, norway, portugal, spain and sweden. all these countries except norway and iceland are european union members. ltype a: airport transit visa airport transit visa ltype b: tran

7、sit visatransit visa ltype c: short period visashort period visa ltype d: long period national long period national visavisa health card l yellow fever l cholera l malaria l hepatitis l bird flu l sars: severe acute respiratory syndrome ticket l paper tickets: conventional manual tickets/ automated

8、tickets lelectronic ticket special passengers lcelebrities and vips lhandicapped or ill passengers l infants or unaccompanied children (ums) l passengers who require special food lpassengers with language problems lfirst time passengers lthe elderly who move uneasily and has difficulty in carrying b

9、aggage lpassengers on diverted flights lpassengers making direct connections lthe standby passengers special meals lvegetarian meals ldiabetic meals lgluten free meals llow calorie meals llow fat/ low cholesterol meals llow sodium meals linfant meals lchildrens meals lfruit plate seafood (not offere

10、d on breakfast flights) lhindu - hindu vegetarian meals are a standard choice on flights between new york/ newark, nj (ewr - liberty) and delhi, india (del). it is not necessary to request hindu vegetarian as a special meal for these particular flights. lkosher (during passover season, only passover

11、 kosher meals are offered) lglatt kosher (only offered on flights from tel aviv, israel (tlv) to new york/ newark, nj (ewr - liberty) lmoslem airline reconfirmation rule la passenger having reserved for a seat for a continuing or return trip on an international or regional flight should reconfirm hi

12、s/ her reservation no later than 72 hours before the flight departure, if he/she is to stay at the continuing or return point for more than 72 hours. failure to make such reservation will result in the cancellation of the seat reserved. a passenger staying at the continuing or return point for less

13、than 72 hours does not need to reconfirm his/her reservation. airline reconfirmation rule lpassengers *passengers who have continuing or return space *passengers who stay at the continuing or return point for more than 72 hours ltime limit 72 hours before the departure time of the next flight lrespo

14、nsibility the automatic cancellation of the space reserved creating a dialogue suppose i am a business man from ny. my name is james croft. now after 2 weeks of holiday in china. i am going to return and make a reconfirmation. nyypeknyc ca981 (-5-) dep: 1300 民航服務(wù)英語口語教程 上海交通職業(yè)技術(shù)學(xué)院 men propose, god di

15、spose. a proverb change of reservation change of reservation lvoluntary changes: changes made by the passengers linvoluntary changes: changes made by the airlines/ carriers voluntary changes vs. involuntary changes lupgrading/downgrading due to an unavailable seat loverbooking lmissing a connection

16、lflight delay lair crash lflight diversion lno show lrefund of the ticket not used llatecomer lendorsing the ticket due to urgent business pair work & role play voluntary change: a case tokyonew york jal179 (1-3-5-6-) dep:0800 - honolulu- jal137 (-2-4-5-7) dep: 1130 voluntary change: a case seattlel

17、os angeles ua 1790 (typhoon) ua 5876 cancel the original flight another flight leaving 24 hours later make a new reservation and reissue the ticket offer free meals and accommodation at airport hotel steps on change of reservation an agent should know: l1. original schedule l2. alternate choice l3.

18、confirmation/ reconfirmation l4. ticket situation l5. new contact way l1997: lufthansa, air canada, sas, thai airways und united airlines create the star alliance, the worlds first multilateral airline grouping, later to be joined by other carriers. star alliance 正式會(huì)員正式會(huì)員 l加拿大航空（air canada） l新西蘭航空（a

19、ir new zealand） l全日空（ana） l韓亞航空（asiana） l奧地利航空（austrian） - 包含奧地利航 空（austria airlines）、勞達(dá)航空 （laudair）與奧地利飛箭航空（austrian arrows，由提洛列昂航空（tyrolean airways）代操作） - 隸屬德國漢莎航空 集團(tuán) l英倫航空（british midland international， bmi） l波蘭航空（lot polish airlines） - 隸屬 德國漢莎航空集團(tuán) l德國漢莎航空（lufthansa） l北歐航空（scandinavian airlines，s

20、as） l新加坡航空（singapore airlines） l西班牙斯班航空（spanair）- 隸屬北歐航 空集團(tuán) l葡萄牙航空（tap portugal） l泰國航空（thai airways international） l聯(lián)合航空（united airlines） l全美航空（us airways） l南非航空（south african airways） l瑞士國際航空（swiss international air lines，swiss） - 隸屬德國漢莎航空集 團(tuán) 區(qū)域會(huì)員區(qū)域會(huì)員 l亞德里亞航空（adria airways）- 斯洛文 尼亞 - 隸屬德國漢莎航空集團(tuán) l藍(lán)天航空（