Project 1 Preparations before Flights 航前准备 001
Task 1 Briefing航前准备会 001
Task 2 Special Inspection before Boarding 航班特殊检查 012
Project 2 Boarding Service 登机服务 018
Task 3 Greeting Passengers 问候旅客 018
Task 4 Baggage Arrangement 安放行李 027
Task 5 Seating Assistance 协助入座 034
Project 3 Ground Service before Take-off 起飞前地面服务 046
Task 6 On-board Amusements 机上娱乐 046
Task 7 CIP/ VIP/First-Class and Business-Class Service 重要商务旅客/要客/头等舱和商务舱服务 058
Task 8 Special Passengers 特殊旅客 068
Project 4 Safety Check 安全检查 081
Task 9 Special Cases 特殊情况说明 081
Task 10 Cabin Safety Check 客舱安全检查 090
Project 5 Humanity Service 细微服务 100
Task 11 Providing Information and Fund-raising for Charities 回答问询与慈善募捐 100
Task 12 Entertainment System 娱乐系统 110
Project 6 Beverage and Meal Service 餐饮服务 119
Task 13 Beverage Service 饮料酒水服务 119
Task 14 Meal Service 餐食服务 130
Project 7 International Flights 航班 150
Task 15 Duty-free Sales 免税品销售 150
Task 16 CIQ Forms Filling表单填写（入境卡、海关申报单、检验检疫/健康卡） 162
Task 17 Transfer and Culture Diversity 转机与文化多样性 170
Project 8 Special Situations 特殊情况 183
Task 18 Lost Items 丢失物品 183
Task 19 Flight Delay 航班延误 188
Task 20 Complaints Handling 处理机上矛盾、投诉 200
Project 9 Emergencies 紧急情况 210
Task 21 First Aid and Medical Assistance 应急医疗救护 210
Task 22 Severe Turbulence 重度颠簸 224
Task 23 Dangerous Goods and Accidental Fire 危险品与意外失火 228
Task 24 Cabin Depressurization 客舱释压 235
Task 25 Hijacking and Explosive Objects Threat 劫机与 物威胁 240
Task 26 Return, Diversion and Emergency Landing返航、备降与迫降 247
Project 10 About Landing 着陆前后 258
Task 27 Preparations before Landing 着陆前的客舱准备 258
Task 28 After Landing 着陆后 264
References 参考文献 270
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