nlhn9hbxrk的部落格

　　地勤前輩親授工作碰到以下這些狀況時該怎麼辦？！
　　機位超賣了！Overbooked!
　　旅客弄丟登機證了！Lost boarding pass!
　　旅客的行李不見了！Lost luggage!
　　颱風天，班機取消了！Flights cancel!

　　4大工作情境【櫃台】、【出境】、【入境】、【特殊狀況處理】：
　　★    職場實境對話，服務外國旅客時口語英文不打結！
　　★    英文母語人士這麼說，改掉常犯的中式英文句子！
　　★    字彙片語解析，搞懂工作上常用的單字片語！
　　★    前輩經驗巧巧說，入行前先知道地勤在做什麼！

　　著重在地勤人員於工作中必定會使用到的英文，並列舉了各式各樣可能會遇到的問題，如：班機延誤、行李超重、飛機故障、颱風天班機取消、奧客刁難等，以及許多工作上必要的心態調適與基本認知。

　　另特別企劃「地勤工作解說」、「前輩經驗巧巧說」，分享寫作老師在機場服務的親身經驗，避開學長姐們走過的冤枉路！
 

作者簡介

Stacy Yeh

　　很邊緣的養貓人。
　　幾年前拋貓棄母到英國University of Bristol拿了個學位。
　　回國後為了供養4貓1人（我自己），誤打誤撞進入某外商航空。
　　交了幾個朋友，四處闖蕩。
　　又誤打誤撞為了供養4貓1人出了這本書。

Joanna Yang

　　畢業於澳洲雪梨公立技術學院以及文藻外語大學
　　曾任職於化妝品公司國外業務一年
　　目前於外商航空公司擔任地勤已長達五年
　　負責辦理旅客劃位、登機、掌控航班餐點數量及內部運作
 

1-1 Briefing

情境介紹

一天早上開櫃台前，督導Lily集合所有早班同仁，簡單報告當天上午各班飛機的狀況。

情境對話

L: Good morning, everyone. There are 3 flights this morning, XX451 to Tokyo, XX453 to Hong Kong, and XX 437 to Bangkok. 182 passengers will take the first flight XX451. 5 of them fly business class, and 177 of them fly economy class.

There will be 1 infant and 1 pre-ordered wheelchair. Both are in the economy class, so it is possible to have a baby stroller. Additionally, 3 vegetarian meals needed in total. 1 is for business class and the other 2 are for the economy class. Besides, there is 1 diabetic meal for a diabetic passenger in business class which I have already noted in the system, please be aware of it.

158 passengers will take the second flight XX453. 3 of them sit in business class, and 155 of them sit in economy class. There will be 20 group guests transit in Hong Kong. Their final destination is Geneva. One of the group guests has no passport information in the system so please ask for it before checking in.

The third flight XX437 will be delayed for 40 minutes.12 passengers have ongoing flights, and 8 of them will connect with XX251 to London. As the scheduled time of XX251 is 16:10, they might not catch this flight, please transfer them to the next flight to London XX253. The other 4 are going to Chingmai by other airlines that we are unable to change their booking, but I have confirmed the time of their ongoing flight which will be delayed for 2 hours. There’s no need to worry about it.

Finally, please don’t forget to provide the best manner of service.

L: 各位，早安。今天早上有三班飛機，分別為 XX451 飛往東京、XX453 飛往香港以及 XX437 飛往曼谷。

第一班飛機 XX451 有 182 位旅客，有 5 位在商務艙、177 位在經濟艙。這班飛機將有一位嬰兒和一個事先預約的輪椅，兩位乘客都在經濟艙，所以可能會有一部嬰兒車。此外，共有三份素食餐，一份在商務艙，而另外兩份在經濟艙。還有一份糖尿病飲食餐是給一位商務艙乘客，我已經在系統裡註記，請特別留意。