Chapter 1 Ticket Service
Unit 1 Information Enquiry
Unit 2 Telephone Reservation
Unit 3 At a Booking Office
Chapter 2 Ticket and Baggage Check-in Service
Unit 1 Ticket Check-in Service
Unit 2 Carry-on Baggage Service
Unit 3 Checked Baggage Service
Unit 4 Lost and Damaged Baggage Service
Chapter 3 Security Check Service
Unit 1 Certificates and Baggage Inspections
Unit 2 Check by Hand and Machine
Chapter 4 Waiting and Boarcting Service
Unit 1 Service in Waiting Lounge
Unit 2 0ther Service for Waiting Passengers
Unit 3 Service for Boarding Passengers
Chapter 5 Special Passengers Service
Unit 1 VIP Passengers Service
Unit 2 Pregnant Women Passengers with Children Service
Unit 3 Unaccompanied Minors Service
Unit 4 0ther Special Passengers Service
Chapter 6 Irregular Flight Service
Unit 1 Weather Delays
Unit 2 Maintenance Delays
Unit 3 Other Delays
Unit 4 Services for Delayed Passengers
Chapter 7 Customs Inspection Service
Unit 1 Red and Green Channel System
Unit 2 Going through the Red Channel
Unit 3 Going through the Green Channel
Chapter 8 Qua antine Inspection Service
Unit 1 Quarantine Inspection ofPassengers
Unit 2 Quarantine Inspection ofAircraft Crew
Chapter 9 The Immigration Inspection
Unit 1 Entry Inspection
Unit 2 Departure Inspection
Unit 3 Transit and Group Inspection
Chapter 10 Othe Service
Unit 1 Shopping and Entertaining
Unit 2 Lost and Found
Unit 3 Information Service
Keys
主要参考文献
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