S H E N G L I U

D A I LY E N G L I S H A T A I R P O R T

Y O U W I L L L E A R N …

• Customer services in english.

• Most common vocabularies at airport.

• Daily conversations with passengers.

• How to handle special situations.

S E L F I N T R O . . . . . . .

• My name is ______.

• I am an ambassador of Shenzhen International Airport.

• I love this job because ___.

• My most favorite part of the aviation industry is ___.

O V E R V I E W

• Customer services

• Aviation english

• Pax common questions

• Special situations

C U S T O M E R S E R V I C E I N E N G L I S H

C U S T O M E R S E R V I C E S

• Smile when PAX come to you.

• Listen, communicate and understand.

• Find out problems to be solved.

• Be responsible and helpful.

• “Any other questions? “ “ ”

D O ’ S & D O N ’ T S

N E V E R S AY…

“I don’t know.”

“No.”

“That’s not my job.”

“You’ re right - this is bad.”

“That’s not my fault.”

“Talk to my supervisor.”

“Calm down.”

“I’m busy right now.”

“Wait.”

B E T T E R T O S AY…

• “I will find out.”

• “What I can do is…”

• “Let me find the right person who can help you with…”

• “I understand your feeling.”

• “Let’s see what we can do about this.”

• “Let me figure that out for you.”

• “I am sorry.”

• “I will be back with you in a moment.”

• “Give me one minute.”

S O LV I N G P R O B L E M S

W H E N Y O U L I S T E N , Y O U TA K E T H E R E S P O N S I B I L I T Y !

• Listen without interruption and with full attention.

•

• Behave without aggression and arguing.

•

• Do not extend excuses, thank PAX for paying attention and helping solve it.

•

• Express sympathy and full understanding.

•

S T E P S …

• Ask necessary questions to get better understanding.

•

• Find out what PAXs want you to do exactly.

•

• Explain what you can do and cannot do.

•

• Discuss and decide what needs to be done.

•

• Under take immediately.

•

• Check satisfaction.

•

AV I AT I O N E N G L I S H

A L P H A B E T

• A - alpha

• B - bravo

• C - charlie

• D - delta

• E - echo

• F - foxtrot

• G - golf

• H - hotel

• I - india

• J - juliett

• K - kilo

• L - lima

• M - mike

• N - november

• O - oscar

• P - papa

• Q - quebec

• R - romeo

• S - sierra

• T - tango

• 3 - tree (three)

• U - uniform

• V - victor

• W - whisky

• X - x-ray

• Y - yankee

• Z - zulu

• 9 - niner (nine)

A I R L I N E S / C A R R I E R S

• CA - Air China

• CZ - China Southern

• HU - Hainan Airlines

• H0 - Juneyao Airlines

• MU - China Estern

• ZH - Shenzhen Airlines

• 3E - Heli Express

• AK - Air Asia

• BR - EVA Air

• B7 - UNI Air

• CI - China Airlines

• CX - Cathay Pacific

• KE - Korean Air

• SQ - Singapore Airlines

• TR - Tiger Airways

• MI - Silk Air

• NH - All Nippon Airways

• OZ - Asiana Airlines

• BA - British Airways

• UA - United Airlines

• AA - American Airlines

• STAR ALLIANCE

• SKY TEAM

• ONE WORLD

C O M M O N V O C A B U L A R I E S

• — terminal

• — airlines

• — carrier

• — flight number

• — counter

• — check-in

• — check

• — over-size

• — cart/trolly

• — boarding pass

• — security check

• — custom

• — carry-on

• — bags/cases

• — allowance

• — declare

• — passport

• — I.D.

• — officer

• — queue up

• — lounge

• — boarding gate

• — boarding time

• — jetway

• — departure time

• — duty free shop

• — representative

• — PA/broadcast

• — escalator

• — elevator

C O M M O N V O C A B U L A R I E S

• — land

• — estimate

• — arrival

• — bag claim

• — claim tag

• — exit

• — GTC

• — transfer/transit

• — leg

• — connecting flight

• — enroute weather

• — mechanical issue

• — flow control

• — air traffic control

• — schedule

• — delay

• — cancel

• — reschedule

• — endorse

• — refund

• — runway

• — taxiway

• — ramp

• — dispatch

• — ground crew

• — cabin crew

• — captain

• — first officer

• — cockpit/flight deck

• — cabin

C O M M O N V O C A B U L A R I E S

• — credit dard

• — debit card

• - cash advance

• - ATM

• MasterCard

• Visa

• American Express

• JCB

• West Union

• Union Pay

• — exchange

• — business center

• — lost & found

• — packing

• — package service

• — pharmacy

• — first-aid

• — insurance

• — operation center

• — evacuate

• — Burger King

• — McDonald’s

• — KFC

• 7-11 — Seven Eleven

• — Starbucks

• — COSTA

• — ramen

• — Pasta Wang

• — sushi

• — Subway

H O W T O U N D E R S TA N D ?

1.

2.

3.—

A.

B.

C.

• “Sorry ”

• “Say again please?”

D.

PA S S E N G E R C O M M O N Q U E S T I O N S

D E PA R T U R E

• Terminal 3

• Check-in

• Nobody available

• Restroom

• Packing

• Check bags

• Arrival pick-up

• Flight info. update

•

I N T E R N AT I O N A L &

R E G I O N A L

• Security check

• Bank & Money exchange

• Carry-on bags

• Restaurants

• Helicopter

• Oversize luggage

• Shipping package

• Litchi

•

C O N T R O L L E D A R E A

• Boarding gate

• Smoking rooms

• Miss flight

• Lose boarding pass

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A R R I VA L

• Baggage claim

• Ground Transportation Center (GTC)

• Exit

• Hotel

• Metro/subway

• Transfer/Transit

•

S P E C I A L S I T U AT I O N S

D E A L I N G W I T H A N G R Y PA X … . . .

• Smile & listen.

• Express you are sorry.

• “We are so sorry for this inconvenience.”

• “I can imagine how frustrated you are.”

• Do not argue and interrupt.

• Do not lose self-control.

D E A L I N G W I T H A N G R Y PA X … . . .

• Point out facts and admit.

• suggest solutions

• never promise what you are not able to do.

• Do not make PAX feel embraced.

• Do not question PAX’s correctness.

S U M M A R Y

• Be familiar with vocabularies and daily conversations.

•

• Be confident when handling foreign passengers.

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• Do not lose your temper in tough situations.

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Q & A

&

T H A N K Y O U !