Module 1 Ticket Service
Task 1 Telephone Inquiry
Task 2 Telephone Reservation
Task 3 Purchasing the Ticket
Task 4 Change of Ticket and Endorsement
Task 5 Ticket Endorsement
Task 6 Ticket Refund
Module 2 Check-in Service
Task 1 Check-in Procedure
Task 2 Baggage Check–in
Task 3 Check–in for Special Passengers
Module 3 Security Check
Task 1 Managing the Crowds & Checking the Pass
Task 2 Checking the Body
Task 3 Checking Carry-on Baggage
Module 4 Associated Examinations
Task 1 The Customs at the Airport
Task 2 At the Airport rantine Inscio of China Sector and at the Frontier Inscio
Module 5 At the Departure Area
Task 1 Inquiring Service at the Departure Area
Task 2 Check-in Oversized Baggage at the Gate
Task 3 Boarding
Task 4 Special Circumstances
Module 6 Arrival Passengers Formalities
Task 1 Domestic Passengers
Task 2 International Passengers
Module 7 Flight Irregularities
Task 1 Flight Delays
Task 2 Flight Cancellation·
Task 3 Overbooking
Module 8 Other Services
Task l LosndFund
Task 2 Inquiry Service at the Information Desk
Module 9 Shopping and Entertaining at the Airport
Task 1 Shopping at the Airport
Task 2 Entertaining at the Airport
Glossary
Key to Exercises
References