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 Checldng the Body
Task 5 Checldng Carry-on Baggage
Module 4 Associated Examinations
Task 1 The Customs at the Airport
Task 2 At the Airport Quarantine Inspection of China Sector and at the Frontier Inspection
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 1 Lost and Found
Task 2 Inquiry Service at the Information Desk
Module 9 Shopping arnd Entertaining at the Airport
Task 1 Shopping at the Airport
Task 2 Entertaining at the Airport
Glossary
Key to Exercises
References
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