乘务英语中级问题

UNIT1

1. How would you greet passengers when they board the plane?

(1)Good morning sir. I’m Linda, the purser of this flight. We’re happy to be of service to you.

(2)Morning, madam. Welcome aboard

2. How does a cabin attendant make a self-introduction to passengers?

(1)May I introduce myself, Ladies and Gentlemen? I’m Linda, the chief purser of this flight.

(2)My name is Helen and my service number is 128 .I hope you have a pleasant flight.

(3)My name is Li Ping .I’m in charge of the cabin. If there is any thing I can do for you, please don’t he sitate to call me.

Unit2

1.What do the cabin attendants discuss at the briefing?

Where are we bound for? What’s the weather? What’s the flight time?

2. Would you say something about the weather condition at your base city? According to this morning’s weather forecast, Montreal will see a high of 24`C,76`F, and sunny skies.

3.What do the cabin attendants do in the cabin before passengers get on board?

(1)Please help me check if all the documents necessary for the flight are on the plane.

(2)They can check the galley equipment is ready to use.

(3)They can check the demonstrator life jackets and oxygen masks.

Unit3

1. A passenger’s seat number is 4 A. How can you help him find his seat?

Please take aisle to the fourth row. The number is indicated on the overhead compartment.

2. When passengers are boarding, one of them is blocking the way in the

cabin .What do you say to him.

Could you please step aside and allow the other passengers to go through?

3 .Will passengers be able to change seats freely during the flight?

NO. They must balance the plane when it takes-off, after take-off you can take any seat you like.

4 .When a passenger wants to upgrade, what would you say?

I’m awfully sorry. The first class is full today.You can upgrade to the business class if you would like to pay extra fare.

Unit4

1. A passenger’s bag is too big to go in the compartment or under the seat.How do you help him?

You can say. Never mind. Would you mind stowing it somewhere else? I’ll keep it secure.

2. When a passenger wants to put baggage in the galley,what would you say? Sorry, sir. We'll be working there preparing the meal.I hope you don’t mind. I’ll put it somewhere else.

3. A passenger doesn’t know where to put his coat. How do yo u help him?

(1)Shall I hang it in the wardrobe compartment?

(2)Is there anything valuable in the pockets?

4. A passenger with a baby wants to have a cot, but there are no cots on the plane?

But we may have some empty seats. If that happens, I’ll remove an armrest to your baby can lie there.

Unit5

1. A passenger with a baby doesn’t know to fasten her seat belt What would you say to help?

Never mind. Let me help you.Please hold your baby outside the seat belt.I’ll get you a supplementary one for the baby.Is that comfortable for baby?

2. A passenger reclines his seat back as soon as he gets on board. But gets on board. But he does not know how to return it to the upright position before take-off. How do you help him?

Just press the button on your armrest.

3.The plane is going to take off. But a passenger wants to go to the lavatory. What would you say to him.

Sorry, sir. The plane is about to take off, You must remain in your seat with your seat belt fastened .You will have to wait until we reach our cruising altitude.

4. A passenger is smoking in the cabin. How do you help him?

(1)Excuse me, sir. Please put out your cigarette immediately.

(2)No, there isn’t because the airline’s regulations forbid smoking on all flight. After take-off, we can offer you some chewing gum.

5. A passenger is using him mobile phone prior to take-off. How do you stop him?

(1) Excuse me, sir. Would you please turn off your mobile phone?

(2) Sorry, sir. You are not allowed to use electronic equipment on board. I t might interfere with our navigation system.(导航系统)

Unit6

1. How do the cabin attendants tell the passengers what drinks are available?

We have tea, coffee, Cola, Sprite, fruit juice and mineral water. Which would you

prefer?

2. A passenger wants a bottle of Black Label that has run out of stock on the

flight. What do you say to the passenger.

I’m sorry, we don’t have it on board. Would you like sth else?

3. A passenger has asked many times for a cup of tea,but he hasn’t got it. When

you face such an irritated passenger, what would you say?

Sorry, miss. I don’t know how that happened. I’ll get you one right away. Whit milk or lemon?

4. A passenger was sleeping while you were serving. After he wakes up, he

complains he hasn’t got a drink. What would you say to the passenger?

Sorry, madam. You were sleeping wh ile we were serving .I didn’t want to disturb you.

Now, What have orange juice and mango juice.

Unit 7

1.Generally, what is the main dish on board?

----Roast beef, chicken and fish.

2. a passenger wants some more chicken, but actually there is no more chicken

left in the galley. what would you say?

----I am sorry. I am afraid we have no chicken . would you like to try the steak instead?

it’s very tasty.

3. when passengers are offered meals on board, besides the main dish, what else

can they be served?

---- Smoked salmon, paté and some Chinese delicates can be served.

4.if a cabin attendant wants to pass the tray to the passengers by the window,

who are out of her reach ,what should she do ?

----I am sorry, sir ,but could you pass the tray to the passenger by th window?

Unit 8

1.A passenger is a vegetarian. He asks: “do you have a vegetarian meal for

me ?”what would you say?

----Terribly sorry, we didn’t prepare that today, would you care for some fruits of

sweets? Next time you fly , you can order a special meal when you book. That will ensure you have the correct meal.

2. A mother asked a cabin attendant: “my baby is not used to the food on the

plane . do you have anything else for him?” what would you say?

----sorry to hear that . we can offer him some soft cake and milk. And we can cook some hot congee if he doesn’t mind waiting for a few minutes.

3.when are passengers served meals on board?

----on a long flight

4.if it is a short flight, what can passengers be served?

----Passengers can be served beverages and refreshments on this short flight.

5.when a passenger isn't satisfied with the food served in the menu, what

would you say?

----sorry ,sir .today we only have these food, would you care for some fruits or

sweets?

Unit 9

1. a passenger wants to read something. What do you say?

----we have in-fight magazines and some local newspapers.

2.how do you introduce the in-flight entertainment to passengers?

----there are pop music , classical music, folk songs and light classics, and so forth.

3.when passengers don’t know how to use the headsets, how do you instruct

them?

----first put the plugs into your ears. Then put the jack into this hole at your armrest.

After that press this button to select the channel with the music you want .

4.what do you often provide for children on board?

----we have amenity kits for children that contain a story book,crayons and so forth.

Unit 10

1.when a passenger would like to buy a bottle of black label but it has sold out.

how do you explain to the passenger?

----sorry . we have sold out. We can only carry a limited stock of each item and this one has been very popular today.

2.when a passenger wants to buy too many duty-free cigarettes on board, what

advice do you give?

----I am sorry , as far as I know ,visitors to XX are allowed 200cigarettes or 50

cigars ,please.

3.when a passenger plans to buy something typically Chinese such as

cloisonné,or a tang horse, which you don’t carry on board, what do you say to him?

----we don’t usually carry a tang horse or cloisonné because they are fragile articles.

But we do have some cloisonné bracelets, ashtrays and so on.

4. a passenger wants to pay in euro travelers’ check for the duty-free items ,but

you don’t accept them. What do you say?

----sorry .we regret that we don’t accept euro travelers’ check. You can pay cash or credit card.

5. a passenger asks you to give him a discount ,what do you say?

----I am sorry . I can’t give you any discount. All the items we sell on board are

marked prices.

Unit 11

1. The plane is delayed because of bad weather at the airport .the delay will be 15

minutes .please explain the situation to the passenger?

----I am sorry to tell you that the weather conditions are unfavorable. I am afraid

we have to wait until the weather becomes better.

2.the plane will be delayed because several passengers who have checked in are late in arriving. Please give the reason for the delay.

----we are waiting for a few more passengers to come on board . we will be leaving as soon as boarding is completed.

3.Make an announcement about the weather condition at your base city.

----

4.Say something about the passenger service unit system.

----above your head is the passenger service unit system. It includes the call button, reading light and airflow system. If you want to call us, press this call button. If you want to read, press this button. The light will come on. And you may regulate the airflow system to get more fresh air by turning this knob to the left.

5. A passenger asks: “The airflow is blowing right on me. How can I adjust it?”

What do you say?

----you just turn this to whichever direction you like, or you can shut it off by turning it tightly to the right.

Unit 12

1.on an international flight from New York to Beijing, how do you tell

passenger to adjust their watches?

----New York is 12 hours behind Beijing. that is half a day behind.

2.when a passenger says: “I have lost one of my bags in the terminal building.

Can you help to get them bake?” What do you say?

----don’t worry about it .please give us your name , home address and a de scription of your bag ,our ground staff will contact you as soon as they find it. and we will send it over to you on our next flight.

3.when the traffic officer go on board to sort out the belongings of a no-show

passengers , how do you explain to other passengers?

----we are terribly sorry. We couldn’t locate the personal belongings of a no-show passenger. So everyone is asked to deplane so that the traffic officer can sort his bags out and leave his behind.

4. a transit passenger wonders what he should do with his baggage. What do

you say to help him?

----if you are continuing your journey with us, your baggage may be left on board, but take valuables with you. The ground attendant will give you a re-boarding ticket as you alight. If you are changing flights at this airport, you have to take all your

belongings and check with the transfer counter in the arrival hall. They will be able to help you.

5. a passenger has got some fresh fruits. he wants to take them into USA,but it is

not allowed . can you explain it?

----i am afraid of you can’t .according to the quarantine requirements of USA,enter passengers are not allowed to bring in fresh fruits. you have to dispose of them or give them to us before landing.

Unit 13

1.when a passenger is curious about how plane fly , what do you say to he?

----briefly ,the aircraft is supported by the earth’s atmosphere. It creates lift stronger than the force of its own weight. So it can fly in the air.

2.when a passenger on board wants to upgrade his seat , what do you say?

----I am sorry sir, I am afraid we can’t manage the upgrade procedures on this flight its fall.

3.the plane will land at an alternate airport because the destination airport has

been closed due to bad weather, how do you explain to passengers?

----we are extremely sorry for causing you inconvenience. Beijing international

airport has been closed due to bad weather. I am afraid we can do nothing about it .

we have to land at tianjin international airport.

4.the plane is going to stay overnight at a diversionary airport . the passengers

want to know who will pay for their accommodation .what do you say ?

----all overnight accommodation will be provided by our airline.

5. a foreign entry passenger doesn’t know how to go through the connecting

formalities to xi’an , how do you help him?

-----you will have to complete the entry formalities at the international arrival hall before go to the domestic departure area for your connecting flight. It is just beside the international terminal.

6.When a passenger asks how many days before he returns he should

reconfirm his open tickets, what do you say?

----I suggest you check with the information counter in the arrival lobby . they will be able to help you .

7.When does a plane divert to an alternate airport ? please give 4 situtions.

----bad weather, sick passenger, mechanical problem, oil leakage, operational

requirements, hijack.

Unit14

1. What’s the life jacket demonstration for?

Ensure your safety

2.How do you teach passenger to inflate their life jackets?

You can inflate it by pulling these tabs down or you can blow into the mouthpieces .Remember; don’t inflate it in the cabin

3. How do you teach passengers to make use of the oxygen mask?

Look, all you do is pull the emergency oxygen mask towards you, hold it securely over your nose and mouth and breathe normally.

4. The plane is entering an area of turbulence .Please inform the passengers of

this situation

Ladies and gentlemen, we are entering an area of turbulence .So please fasten your seat belts. Use of the lavatories has been suspended.

5. The lavatory was on fire .After extinguishing it .what do you say to passengers

on board?

For the sake of safety, please don’t smoke on board, especially in the lavatory. It’s too dangerous.

Unit15

1. The plane will make an emergency landing because of the sudden failure of an

engine. Please inform the passengers of this situation.

Ladies and gentlemen, our plane will soon make an emergency landing because of the

failure of an engine. Don’t panic. Our captain has full competence t o land safety. Please obey our instructions.

2 The plane will make an emergency landing. Please inform the passengers how to escape from the emergency exits.

Ladies and gentlemen, our plane has eight emergency exits. Please locate the exit nearest to you. After landing, please leave by the exit nearest to you.

3. During an emergency landing, how do you instruct the passengers to brace for impact?

Please cross your arms and rest them on the seat in front of you. Place your head on your arms. When the landing is made, the airplane may bounce several times, hold your position until the aircraft has come to a complete stop.

4. In an evacuation, a passenger tries to take his hand baggage. What do you say to stop him?

Please leave everything behind. Come this way in a safe, orderly manner! Ok?

5. There will be an evacuation using an escape slide. How do you instruct the passengers?

It’s an escape slide to get quickly to the ground. Don’t be scared. Please obey my instructions, jump and slide down.

Unit16

1. A passenger says:“I am feeling sick and dizzy.” How can you help an airsick passenger?

Here’s a tablet and a glass of water. If you want to vomit, please use the airsick bag in the seat pocket in front of you.

2. A passenger says:” I felt pains in my ears after take-off. What’s the matter with me?” how can you help the passenger

You can relieve your earache by swallowing and by eating sweets. And then you’ll feel better when the plane stops climbing.

3. A passenger says:“I have a headache, a sore throat and my nose is stuffed up.” How can you help the passenger?

I’ll get you some medicine for colds at once. And we also have nose-drops. You might as well try them.

4. A passenger is suffering from an acute medical condition. There is no doctor on board. What can you do to help?

I’m sorry to tell you there are no doctor here. But we’ve informed the ground staff and you’ll be sent to the hospital as soon as the plane lands.

5. A passenger says:“there was a sudden jolt and down and hurt myself.” What do you do to help?

Please don’t get excited. Keep your arm up. Let’s go to wash the cuts…take it easy. The bleeding is controlled. I’ll wrap it up with gauze… so now please sit down and have a rest.

Unit17

1 It’s a few minutes before landing. A passenger doesn’t pu t his seat back upright, and doesn’t stow his tray table, either. What do you say to him?

Excuse me, madam. Would you please return your seat back to the upright position and stow your tray table? We’ll be landing soon.

2. A passenger says:“where can I get my checked my baggage?” how do you help him?

You can pick up your checked baggage from the baggage carousel in the baggage claim area in the terminal building.

3. A passenger says:“it’s my first time at this airport. Can you suggest how I can get downto wn?” what do you say to him?

You can take a taxi,, or the information desk in the terminal building will be able to advise you about public transport. But I’d suggest you to take the limousine. It’s cheaper and just as fast.

4. When a passenger wonders why he needs fill out a Customs form, how do you explain?

This is a Customs form for your declaration of luggage. All dutiable items must be listed in your declaration form.

5. A passenger has just filled out several forms. He asks:“when do I need these

for ms? Do I have to return them to you?” what do you say?

No, sir. You’ll need it when you go through the Customs.

Unit18

1. When the plane has just landed, a passenger unfastens his seat belt. What do you say to stop him?

I’m sorry, madam. Please don’t unf asten your seat belt until the plane comes to a complete standstill.

2. When the plane is taxiing on the runway, a passenger stands up to collect her baggage. How do you stop her?

Excuse me, madam. Please remain in your seat and fasten your seat belt. Don’t worry about it. You’ll have enough time to collect your belongings. After the plane has come to a complete stop, I’ll help you with your bags.

3. The plane lands far away from the terminal building. Passengers ask:” Do we have to walk over there?” what do say to him?

No, you don’t. we have transportation near the aircraft to take you to the terminal building.

4. A passenger asks:” Where is the Baggage Claim Area?” What do you say?

The Baggage Claim Area is in the arrival hall. When you arrive, you’ll s ee signs to the Baggage Claim Area and Exit. If you follow them you will find your bags.

5. What do you say to passengers when they disembark?

Good-bye. Thank you for flying with us. We hope to have the pleasure of being with you again.

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