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民航旅客服务英语

1《航空运输技能大赛》民航旅客服务英语题库及答案（150题）
2When answering a telephone reservation call， the agent should first say：
3The customer wants to book a flight from Beijing to Shanghai The agent should ask：
4If the customer doesnt know the flight number， the agent can say：
5The customer asks about the ticket price The agent should respond：
6When the customer wants to book a business - class ticket， the agent says：
7The customer asks if there is a discount The agent replies：
8If the customer wants to book a round - trip ticket， the agent should ask：
9The customer requests a special meal The agent should say：
10When the customer gives their name for the reservation， the agent should：
11The customer asks about the baggage allowance The agent answers：
12If the customer wants to reserve a seat by the window， the agent can say：
13The customer asks how to pay for the ticket The agent should reply：
14When the customer confirms the reservation， the agent should：
15The customer wants to know if there is a flight with a shorter layover The agent should：
16If the customer asks about the airport shuttle service， the agent says：
17The customer mentions that they are a frequent flyer The agent should：
18When the customer asks about the flight duration， the agent answers：
19The customer wants to change the travel date The agent should say：
20If the customer asks about the in - flight entertainment， the agent can reply：
21The customer thanks the agent for the help The agent should respond：
22What should you say when a passenger wants to change their reservation and you need to check the availability first？
23If a passenger wants to change the date of their reservation， you would ask：
24When a passenger requests a change of reservation， you find there are no available seats on the desired flight What do you say？
25If a passenger wants to change their reservation from economy class to business class， you might respond with：
26A passenger wants to change their reservation but cant remember their booking reference What should you do？
27When a passenger asks to change their reservation to an earlier flight， you should：
28If a passenger wants to change their reservation to a flight with a different airline， you should：
29What form of payment might you ask a passenger to use when there is a fee for changing the reservation？
30A passenger wants to change their reservation but is in a hurry What is the best way to handle the situation？
31When a passenger requests a change of reservation due to a flight cancellation by the airline， you should：
32If a passenger wants to change their reservation to a flight with a stopover， you need to：
33What information do you need to record when a passenger changes their reservation？
34When a passenger asks to change their reservation name slightly due to a spelling error， you should：
35If a passenger wants to change their reservation to a flight departing from a different airport， you would：
36A passenger requests a change of reservation for a group booking What is the first thing you should do？
37When a passenger wants to change their reservation to a flight with more legroom， you might say：
38If a passenger wants to change their reservation and the new flight has a different baggage allowance， you should：
39What do you say to confirm a successful reservation change with a passenger？
40When a passenger asks to change their reservation to a non - stop flight from a connecting flight， you should：
41A passenger is trying to change their reservation at the airport counter just before the original flights departure time What is the appropriate response？
42When a passenger asks about the cheapest ticket for a certain route， you should respond：
43If a passenger wants to buy a ticket for a flight next month， you would first：
44What information do you need to start the ticketing process？
45When a passenger asks if they can pay for the ticket in installments， you should：
46A passenger is not sure which class of service （economy， business， first） to choose You should：
47If a passenger wants to add special services like a special meal to their ticket， you would：
48When issuing a ticket， you need to double - check：
49A passenger asks for a refund after purchasing a ticket You should：
50What is the standard form of identification you might ask a passenger to present when issuing an international flight ticket？
51If a passenger wants to buy a ticket for a minor traveling alone， you should：
52When a passenger requests a paper ticket instead of an e-ticket， you should：
53A passenger is traveling with an infant How do you handle the ticketing for the infant？
54What should you do if a passengers credit card is declined during the ticketing process？
55If a passenger wants to book a round-trip ticket but with different airlines for each leg， you should：
56When a passenger asks about the baggage allowance included in the ticket price， you should：
57A passenger wants to upgrade their ticket after purchase You should：
58What do you do if there is a system error during the ticketing process？
59If a passenger wants to book a multi-city ticket， you need to：
60When a passenger asks about the frequent flyer program benefits related to their ticket purchase， you should：
61A passenger wants to buy a ticket using a voucher You should：
62What information should be clearly stated on the ticket？
63If a passenger requests a seat assignment during the ticketing process， you should：
64A passenger is traveling during a peak travel season and asks about the best time to book a ticket for the lowest fare You should：
65When a passenger wants to book a ticket for a flight that has a stopover， you should：
66If a passenger wants to buy a ticket for a flight that is sold out， you should：
67What do you do if a passenger has a discount code during the ticketing process？
68A passenger asks about the difference between a refundable and non-refundable ticketYou should：
69If a passenger wants to book a group ticket for more than 10 people， you should：
70When a passenger wants to book a ticket for a flight that has a special promotion， you should：
71A passenger is not familiar with the online ticketing process and asks for help You should：
72When a passenger requests a ticket change， what information do you need to verify first？
73If a passenger wants to change the date of their flight ticket， but the new date has a higher fare， you should say：
74What should you do if a passenger asks to change their flight to an earlier one， but there are no available seats？
75When a passenger requests a ticket refund， which of the following do you need to check first？
76A passenger bought a non-refundable ticket but has a medical emergency What should you do？
77If a passenger wants to change their ticket to a flight with a different airline， you should：
78When calculating the refund amount for a passenger， what factors do you consider？
79A passenger requests to change the name on their ticket due to a legal name change What do you ask for？
80If a passenger wants to change their ticket class from economy to business， you should：
81What should you say when a passenger asks about the time it takes to process a ticket refund？
82A passenger bought a ticket with a promotional fare and wants to change it What should you check？
83If a passengers flight is can-celled by the airline and they want a refund， you should：
84When a passenger requests a partial refund for unused services on their ticket， you should：
85A passenger wants to change their ticket to a flight with a stopover from a non - stop flight What do you need to inform them about？
86What should you do if a passenger disputes the refund amount they are offered？
87If a passenger wants to change their ticket at the airport counter just before the flights departure， you should：
88When a passenger asks about alternative flights during a ticket change process， what information do you provide？
89A passenger bought a refundable ticket but is outside the normal refund - request time limit due to a natural disaster in their area What should you do？
90If a passenger wants to change their ticket and re - book on a flight that is part of a code-share agreement， you should：
91What do you say when a passenger asks if they can get a refund and then re - book a ticket at a lower fare？
92A passenger requests a refund for a ticket they bought for a friend who can no longer travel What do you need？
93If a passenger wants to change their ticket to a flight with a different class of service and a different airline alliance， you should：
94When a passenger asks about the environmental impact fee refund during a ticket refund process， you should：
95A passenger wants to change their ticket but has lost their original ticket receipt What do you do？
96If a passenger requests a refund for a flight that has been rescheduled by the airline to an inconvenient time， you should：
97When a passenger asks about the tax refund during a ticket refund process， you should：
98A passenger wants to change their ticket to a flight with more legroom What do you need to check？
99If a passenger requests a refund and re - booking for the same flight on a different date because of a personal event change， you should：
100When a passenger asks about the loyalty points refund during a ticket refund process， you should：
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