unit 7 change of reservation

上海交通职业技术学院

《民航服务英语口语教程》

Unit 7 Change of Reservation

Ways of Making a Reservation

Go to a travel agency Go to an airline office Go to the airport ticket counter Use your telephone Use your internet or web

Procedures of Reservation

Step 1:

Making an inquiry of the PAX’s information

Step 2:

Confirming the space / Confirmation

Making an inquiry of the PAX’s information

Passenger’s Full Name

Travel DocumentsPassport

Visa

Health Card

Boarding Pass

Class of Service: F-class/

Y-class/

C-class/

K-class

Expected Departure Time/Date

Special Service

Origin and Destination

Confirming the Space / Confirmation

Status of Reservation OK: Space Confirmed RQ: On Request / On

Waiting List NS: No Seat (Infant) SA: Subject to Load OP: Open Dated

SA RQ

NS

OK/OP

Some Terms

CRS: Computer Reservation System

GDS: Global Distribution System

Amadeus/ Galileo/Sabre/ Wordspan

PNR: Passenger Name Record

BF: Booking Files

Passports

Normal Passport

Alien Passport

Diplomatic or Consular Passport

Nansen and Laisser Passer

Joint Passports

Visas

Visitor Visa

Transit Visa

Re-entry Permits

Exit Permits

Schengen Visa:

The name "Schengen" originates from a small town in Luxembourg. In June 1985, seven European Union countries signed a treaty to end internal border checkpoints and controls. More countries have joined the treaty over the past years. At present, there are 15 Schengen countries, all in Europe.

The 15 Schengen countries are: Austria, Belgium, Denmark, Finland, France, Germany, Iceland, Italy, Greece, Luxembourg, Netherlands, Norway, Portugal, Spain and Sweden. All these countries except Norway and Iceland are European Union members.

Type A: Airport Transit Visa

Type B: Transit Visa

Type C: Short Period Visa

Type D: Long Period National Visa

Health Card

Yellow fever Cholera Malaria Hepatitis Bird Flu SARS: Severe Acute

Respiratory Syndrome

Ticket

Paper Tickets: Conventional Manual Tickets/ Automated Tickets

Electronic Ticket

Special Passengers

Celebrities and VIPs Handicapped or ill passen

gers Infants or unaccompanied

children (UMs) Passengers who require s

pecial food Passengers with language

problems

First time passengers The elderly who move une

asily and has difficulty in carrying baggage

Passengers on diverted flights

Passengers making direct connections

The standby passengers

Special Meals

Vegetarian Meals Diabetic Meals Gluten Free Meals Low Calorie Meals Low Fat/ Low Cholesterol Me

als Low Sodium Meals Infant Meals Children's Meals Fruit Plate Seafood (not offer

ed on Breakfast flights)

Hindu - Hindu vegetarian meals are a standard choice on flights between New York/ Newark, NJ (EWR - Liberty) and Delhi, India (DEL). It is not necessary to request Hindu vegetarian as a special meal for these particular flights.

Kosher (During Passover season, only Passover Kosher meals are offered)

Glatt Kosher (only offered on flights from Tel Aviv, Israel (TLV) to New York/ Newark, NJ (EWR - Liberty)

Moslem

Airline Reconfirmation Rule

A passenger having reserved for a seat for a continuing or return trip on an international or regional flight should reconfirm his/ her reservation no later than 72 hours before the flight departure, if he/she is to stay at the continuing or return point for more than 72 hours. Failure to make such reservation will result in the cancellation of the seat reserved. A passenger staying at the continuing or return point for less than 72 hours does not need to reconfirm his/her reservation.

Airline Reconfirmation Rule

Passengers*Passengers who have continuing or return space

*Passengers who stay at the continuing or return point for more than 72 hours

Time Limit72 hours before the departure time of the next flight

ResponsibilityThe automatic cancellation of the space reserved

Creating a Dialogue

Suppose I am a business man from NY. My name is James Croft. Now after 2 weeks of holiday in China. I am going to return and make a reconfirmation.

NYY——————PEK—————NYC

CA981 (-5-)

Dep: 1300



Men propose, God dispose. ——A Proverb

Change of Reservation

Change of Reservation

Voluntary Changes: Changes made by the passengers

Involuntary Changes: Changes made by the airlines/ carriers

Voluntary Changes vs. Involuntary Changes

Upgrading/downgrading due to an unavailable seat

Overbooking Missing a connection Flight delay Air crash Flight diversion

No show Refund of the ticket not

used Latecomer Endorsing the ticket

due to urgent business

Pair Work & Role Play

Voluntary Change: A Case

Tokyo————————————New York

JAL179 (1-3-5-6-)

Dep:0800

-------------- Honolulu-------------------

JAL137 (-2-4-5-7)

Dep: 1130

Voluntary Change: A Case

Seattle————————————Los Angeles UA 1790 (Typhoon) UA 5876

Cancel the original flightAnother flight leaving 24 hours later Make a new reservation and reissue the ticketOffer free meals and accommodation at airport hotel

Steps on Change of Reservation

An agent should know: 1. Original Schedule 2. Alternate Choice 3. Confirmation/ Reconfirmation 4. Ticket Situation 5. New Contact Way

1997: Lufthansa, Air Canada, SAS, Thai Airways und United Airlines create the "Star Alliance", the world's first multilateral airline grouping, later to be joined by other carriers.

Star Alliance

正式会员加拿大航空（ Air Canada ）新西兰航空（ Air New Zealand ）全日空（ ANA ）韩亚航空（ Asiana ）奥地利航空（ Austrian ） - 包含奥地利

航空（ Austria Airlines ）、劳达航空（ Laudair ）与奥地利飞箭航空（ Austrian arrows ，由提洛列昂航空（ Tyrolean Airways ）代操作） - 隶属德国汉莎航空集团

英伦航空（ British Midland International ，BMI ）

波兰航空（ LOT Polish Airlines ） - 隶属德国汉莎航空集团

德国汉莎航空（ Lufthansa ）北欧航空（ Scandinavian Airlines ， SA

S ）

新加坡航空（ Singapore Airlines ）西班牙斯班航空（ Spanair ） - 隶属北欧

航空集团葡萄牙航空（ TAP Portugal ）泰国航空（ Thai Airways International ）联合航空（ United Airlines ）全美航空（ US Airways ）南非航空（ South African Airways ）瑞士国际航空（ Swiss International Air L

ines ， SWISS ） - 隶属德国汉莎航空集团

　区域会员亚德里亚航空（ Adria Airways ） - 斯洛

文尼亚 - 隶属德国汉莎航空集团蓝天航空（ Blue1 ） - 芬兰 - 隶属北欧

航空集团克罗地亚航空（ Croatia Airlines ） - 隶

属德国汉莎航空集团

Sky Team

墨西哥航空公司

（ Mexicana Airlines ）法航荷航集团（ Air France-KLM Group ）荷兰皇家航空公司 (KLM) 意大利航空公司 (Alitalia) 美国大陆航空公司 (Continen

tal Airlines)

捷克航空公司 (Czech Airlines) 美国达美航空公司（ Delta Air Lines ）大韩航空公司 (Korean Air) 美国西北航空公司 (Northwe

st Airlines) 俄罗斯航空公司 (Aeroflot)

One World

美国航空（ American Airlines ）英国航空（ British Airways ）国泰航空（ Cathay Pacific ）芬兰航空（ Finnair ）西班牙国家航空（ Iberia)

智利国家航空（ LAN Airlines ）澳洲航空（ Qantas ）日本航空（ Japan Airlines ）匈牙利航空（ Malév ）皇家约旦航空（ Royal Jordanian ）



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