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内容介绍
本书系统介绍了民航国内客票销售的理论与实务，包括客票销售基础知识、国内旅客运价、订座及订座系统、旅客订座记录、电子客票销售实务、民航特殊旅客客票销售、电子客票退票与变更、旅客运送服务。本书每章均有学习目标、思考与练习等，理论联系实际，以激发学生自主学习的积极性。本书可作为高等院校、职业院校航空服务、空中乘务、机场运行、民航运输等专业的教材，也可作为民航服务从业人员参考书。
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目录
*1 章 客票销售基础知识 ···········································································.1
1.1 民用航空的分类和特点 ····································································.1
1.1.1 民用航空的定义 ····································································.1
1.1.2 民用航空的分类 ····································································.1
1.1.3 民用航空运输的特点 ······························································.3
1.2 民用航空运输业务基础知识 ······························································.4
1.2.1 航路 ···················································································.4
1.2.2 航线 ···················································································.5
1.2.3 航班 ···················································································.6
1.2.4 班次 ···················································································.6
1.2.5 航班号 ················································································.7
1.2.6 班期时刻表 ··········································································.8
思考与练习1 ························································································.8
*2 章 国内旅客运价 ·················································································.9
2.1 民航运价 ······················································································.9
2.1.1 民航运价的定义 ····································································.9
2.1.2 民航运价的特点 ····································································.9
2.2 国内旅客运价的发展 ······································································.10
2.2.1 传统计划经济体制下的运价政策 ··············································.10
2.2.2 统一、调整票价时期的运价政策 ··············································.11
2.2.3 “禁折”与航线联营时期的运价政策 ········································.12
2.2.4 指导价格时期的运价政策 ·······················································.12
2.3 国内旅客运价的种类 ······································································.13
2.3.1 按服务等级 ·········································································.13
2.3.2 按旅程方式 ·········································································.14
2.3.3 按旅客类型 ·········································································.14
2.3.4 按折扣水平 ·········································································.16
2.3.5 税费 ··················································································.17
2.4 国内旅客运价的管理 ······································································.18
2.4.1 概述 ··················································································.18
2.4.2 国内航空旅客运价基准价及浮动幅度的确定 ·······························.19
2.5 国内旅客运价的使用规则 ································································.22
思考与练习2 ·······················································································.22
第3 章 订座及订座系统 ·············································································.23
3.1 订座系统概述 ···············································································.23
3.1.1 订座的定义 ·········································································.23
3.1.2 订座的原则与要求 ································································.23
3.1.3 订座的流程 ·········································································.24
3.1.4 订座系统 ············································································.25
3.2 系统常用指令介绍 ·········································································.29
3.2.1 系统的进入与退出 ································································.29
3.2.2 航班信息查询 ······································································.33
3.2.3 公用信息 ············································································.40
3.2.4 销售统计指令 ······································································.45
思考与练习3 ·······················································································.47
第4 章 旅客订座记录 ················································································.50
4.1 旅客订座记录的定义和构成 ·····························································.50
4.1.1 旅客订座记录的定义 ·····························································.50
4.1.2 旅客订座记录的构成 ·····························································.51
4.2 PNR 基本项的建立 ·········································································.51
4.2.1 NM（姓名组） ····································································.51
4.2.2 SS、SD、SA、SN（航段组） ·················································.54
4.2.3 CT（联系组） ·····································································.57
4.2.4 TK（出票组） ·····································································.57
4.3 PNR 其他项的建立 ·········································································.58
4.3.1 SSR（特殊服务组） ·····························································.58
4.3.2 OSI（其他服务信息组） ························································.62
4.3.3 RMK（备注组） ··································································.63
4.3.4 FN（票价组） ·····································································.64
4.3.5 FC（票价计算组） ·······························································.65
4.3.6 FP（付款方式组） ·······························································.66
4.3.7 PAT:A（自动建立运价组） ·····················································.66
4.3.8 EI（签注信息组） ································································.68
4.3.9 TC（旅游代码组） ·······························································.68
4.4 旅客订座记录的处理 ······································································.69
4.4.1 PNR 的生效 ········································································.69
4.4.2 PNR 的还原 ········································································.71
4.4.3 PNR 的提取 ········································································.72
4.4.4 PNR 的修改 ········································································.74
4.4.5 PNR 的调整 ········································································.76
4.4.6 PNR 的取消 ········································································.79
4.5 建立PNR 的实例 ···········································································.79
4.5.1 含有一个航段的PNR 订座实例 ···············································.79
4.5.2 含有两个连续航段的PNR 订座实例 ·········································.81
4.6 团体旅客订座记录 ·········································································.82
4.6.1 团体姓名组 ·········································································.82
4.6.2 团体PNR 的提取 ·································································.83
4.6.3 团体PNR 的分离 ·································································.84
思考与练习4 ·······················································································.87
第5 章 电子客票销售实务 ··········································································.89
5.1 电子客票基础知识 ·········································································.89
5.1.1 电子客票的概念 ···································································.89
5.1.2 电子客票的特点和优势 ··························································.90
5.1.3 电子客票的种类 ···································································.91
5.1.4 电子客票行程单 ···································································.91
5.2 国内客票销售一般规定 ···································································.92
5.2.1 购票的有效身份证件 ·····························································.92
5.2.2 客票的有效期 ······································································.94
5.3 电子客票操作 ···············································································.94
5.3.1 电子客票的样式 ···································································.94
5.3.2 电子客票票面状态 ································································.95
5.3.3 提取电子客票记录 ································································.97
5.3.4 电子客票出票 ······································································.99
5.4 电子客票销售渠道 ·······································································.103
5.4.1 电子客票的销售渠道分类 ·····················································.103
5.4.2 电子客票的销售模式 ···························································.104
思考与练习5 ·····················································································.106
第6 章 民航特殊旅客客票销售 ··································································.108
6.1 民航特殊旅客购票规定 ·································································.108
6.1.1 重要旅客 ··········································································.109
6.1.2 婴儿旅客 ··········································································.109
6.1.3 儿童旅客 ··········································································.110
6.1.4 孕妇旅客 ··········································································.112
6.1.5 老年旅客 ··········································································.113
6.1.6 病残旅客 ··········································································.115
6.1.7 担架旅客 ··········································································.116
6.1.8 轮椅旅客 ··········································································.116
6.1.9 聋哑、盲人旅客 ·································································.117
6.1.10 额外占座旅客 ··································································.118
6.2 特殊旅客订座实例 ·······································································.118
6.2.1 成人带婴儿旅客订座实例 ·····················································.118
6.2.2 重要旅客订座实例 ······························································.119
思考与练习6 ·····················································································.120
第7 章 电子客票退票与变更 ·····································································.121
7.1 电子客票变更业务 ·······································································.121
7.1.1 客票变更的一般规定 ···························································.121
7.1.2 客票签转的一般规定 ···························································.122
7.1.3 客票变更与签转操作 ···························································.124
7.2 电子客票退票业务 ·······································································.129
7.2.1 客票退票的一般规定 ···························································.129
7.2.2 客票退票操作 ····································································.131
思考与练习7 ·····················································································.133
第8 章 旅客运送服务 ··············································································.135
8.1 旅客运送流程 ·············································································.135
8.1.1 旅客出发 ··········································································.135
8.1.2 旅客到达 ··········································································.137
8.1.3 旅客中转 ··········································································.138
8.2 旅客运输不正常服务 ····································································.140
8.2.1 误机、漏乘和错乘 ······························································.140
8.2.2 登机牌遗失 ·······································································.142
8.2.3 无票乘机 ··········································································.142
8.2.4 航班超售 ··········································································.142
思考与练习8 ·····················································································.143
附录A ···································································································.144
附录A.1 国内部分机场三字代码表 ·······················································.144
附录A.2 中国主要航空公司二字代码表 ·················································.147
附录A.3 订座系统中可以接收的特殊服务代码表 ·····································.148
附录A.4 航空公司舱位对照表 ·····························································.154
附录A.5 常见出错信息提示汇总 ··························································.155
附录A.6 中国南方航空集团有限公司客票退改签使用条件 ·························.158
附录A.7 中国国际航空股份有限公司国内客票退改签规定 ·························.162
附录A.8 中国东方航空集团有限公司客票退改签使用条件 ·························.167
参考文献 ································································································.170
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作者介绍
何蕾，副教授，长沙航空职业技术学院专职教师，曾出版《民航机场地面服务》，获十二五、十三五、十四五职业教育国家规划教材多本，《空中乘务》《民航服务英语》，主持湖南省高等职业院校空中乘务专业技能抽查标准与题库开发项目等多项重点科研项目，获得《基于校企深度融合的空中乘务专业建设模式研究与实践》湖南省职业教育教学成果奖三等奖等多项奖项。
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媒体评论
本书系统介绍了民航国内客票销售的理论与实务，包括客票销售基础知识、国内旅客运价、订座及订座系统、旅客订座记录、电子客票销售实务、民航特殊旅客客票销售、电子客票退票与变更、旅客运送服务。本书每章均有学习目标、思考与练习等，理论联系实际，以激发学生自主学习的积极性。本书可作为高等院校、职业院校航空服务、空中乘务、机场运行、民航运输等专业的教材，也可作为民航服务从业人员参考书。
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关联推荐
本书系统介绍了民航国内客票销售的理论与实务，包括客票销售基础知识、国内旅客运价、订座及订座系统、旅客订座记录、电子客票销售实务、民航特殊旅客客票销售、电子客票退票与变更、旅客运送服务。本书每章均有学习目标、思考与练习等，理论联系实际，以激发学生自主学习的积极性。本书可作为高等院校、职业院校航空服务、空中乘务、机场运行、民航运输等专业的教材，也可作为民航服务从业人员参考书。
