服务英语

天合联盟服务英语第1页共18页第一部份公共英语一、公共服务英语50句1.Goodmorning/afternoon/evening,Sir/Madam.MayIhelpyou?先生、小姐早上/下午/晚上好，要我帮忙吗？2.Excuseme.对不起。（为了引起他人注意或因为打扰别人）3.Iamsorry.对不起.(为某事道歉)4.Itdoesn’tmatter/Nevermind.没关系。5.You’rewelcome./It’smypleasure./Don’tmentionit.别客气。6.Haveanicetrip./Enjoyyourtrip./Haveapleasantstayin(China).祝您（在中国）旅途愉快！7.MayIhaveyourname?/Couldyoupleasespellyourname?/Whatisyourfamilyname/surname?请问您尊姓大名？/请问您的姓名如何拼写？／您贵姓？/请问您大名？8.Whatisthedeparturetime/arrivaltime?飞机几点起飞/到达？9.Itdepends(on).../I’mnotquitesure.看情况吧。/我不太确定。10.Verynicetomeetyou!很高兴认识您。11.Itisadirectflight.这是直达航班。12.WhendoIhavetogettotheairport?我要何时到达机场？/Youshouldgettotheairporthoursbeforedeparture.您至少要在起飞前到达机场。13.Canyoutellmethetelephonenumberoftheinquiryoffice?您能告诉我问讯处的电话号码吗？14.Ｗhatisthereasonforthedelay?Becauseofbadweather/mechanicaldifficulties/incompletecheck-inprocedures/poorvisibility/airtrafficcontrol?为什么延误？因为天气原因／机械原因／飞机调度原因／末完成值机程序／能见度差／空中管制。15.Pleasewaitamoment...请稍等16.Thankyouforyourcooperationandunderstanding.感谢您的合作.17.YoucanbookanE-ticketonlineorifyoucall95539,wecanprovideyoutheticketdeliveryfreeofcharge.您可在网上购买一张电子客票或打电话到95539，我们提供免费送票。18.I’msorrytokeepyouwaitingsolong.让您久等，实在抱歉。19.Wewillkeepyouinformed.我们将随时通知您.20.Pleasefilloutthisform.请填写这张表格。21.Ittakesabouthoursandminutes.Youwillarriveatabout.飞行时间是小时＿＿分钟。到达时间约_____.22.Specialmealsshouldbebooked24hoursbeforedeparture.特殊旅客餐食应在起飞前二十四小时预订.23.Ibegyourpardon?请再说一遍，好吗？/Youarespeakingalittlebittoofastforme.Couldyouspeakabitslower?您说得太快了，请说慢一点.24.Justamoment,please.I’mgoingtocheck.请您等一等，让我查一查。25.IwishIcouldhelpyoubutthisisourcompany’spolicy.我真想帮您，可是我们只能按规定办理．26.Don’tworry,wewilltryourbesttohelpyou.别担心，我们会尽力帮助您。27.Whatapity!/Iamsorrytohearthat.非常遗憾．／非常抱歉听到这事．28.PleasecallourCustomerServiceCallCenter.Thenumberis95539.请拨打电话到旅客呼叫中心，电话号码是95539.天合联盟服务英语第2页共18页29.Thereisashuttlebusoperatingbetweendowntownandtheairport.可乘座豪华巴士／空港快线到市区／机场．30.SkyTeammembersareAM-AeroMéxico/AF-AirFrance/Az-Alitalia/Ok-CSACzechAirlines/DL-DeltaAirLines/KE-KoreanAir/CO-ContinentalAirlines/KL-KLMRoyalDutchAirlines/NW-NorthwestAirlines天合联盟成员有墨西哥航空／法国航空／意大利航空／捷克航空／达美航空／大韩航空／大陆航空／荷兰皇家航空／美国西北航空．31.Whatisthattypeofaircraft?Boeing777／Airbus320/ERJ145.这是什么机型，波音777／空客320／喷气ERJ14532.WelcometoChinaSouthernAirlines.欢迎乘坐中国南方航空公司的航班．33.We’vealreadysenttheinformationtotheappropriatedepartmentandthey’llinformyouassoonaspossible.我们已将有关信息送到相关部门，他们会尽早通知您．34.YouonlyneedtocheckinonceifconnectingtootherSkyTeamflights.联乘天合联盟航班时，只需办理一次报到登机手续.35.Thefreebaggageallowance/baggageweightlimitforeveryEconomy/Business/FirstClasspassengeris20/30/40kg.免费行李头等舱／公务舱／经济舱是20/30/40kg.36.Youcantaketwopiecesofhandluggagewithinatotalweightof5kgs.您可携带2件手提行李，重量不超出5公斤．37.PleasegototheTransferCounter/ConnectingCounterforyournextChinaSouthernflight.请到中转柜台．38.Theflightnumberandthedate,please.航班号、航班日期。39.DoyouhaveaFFPmileagecard?您有里程卡吗？40.PleasepresentyourSkyPearlClubmembershipcardwhenmakingyourreservationandwhencheckingin.请在订坐和值机时出示明珠会员卡。41.Couldyougiveusyourtelephonenumberandaddressincaseofanychangeinyourflight?由于更改航班请留下您的电话号码和地址。42.MerryChristmas!/HappyNewYear!圣诞快乐／新年快乐43.AreyouafrequentflyerofSkyTeam?IamaMember/Elite/ElitePlus您是天合联盟的常客？我是普通会员／优选会员／尊荣会员．44.TheflightisalreadyfullybookedbecauseoftheGuangzhouExportCommoditiesFair(CantonFair).由于广交会期间，航班已满．45.Noproblem/Ofcourse/Certainly.Wecareaboutyou!没问题／当然了，我们更关注您．46.Iwillasksomeoneelsetohelpyou.Pleasewaitjustamoment.我找别人来帮您，请稍等．47.Goodbye!Haveaniceday!再见，祝您愉快！48.Thisisacode-shareflight.这是代码共享的航班．49.Youmayinquirewiththegroundstaffafteryourarrival.飞机到达后，您可询问地面服务人员．50.Breakfast/Brunch/Lunch/Dinnerwillbeavailableontheflight.Snacks/Lightmeals/Specialmealsareavailableonthisflight.机上供应早餐／中餐／晚餐／早午餐／点心／轻便餐／特殊餐．第二部份业务英语一、呼叫中心服务英语５０句1.Justamoment,I’lltransferyou.请稍等，我给您转过去。天合联盟服务英语第3页共18页2.MayIcallbacklater?您一会再打来好吗？3.Youwillhavetopayacancellationfee.您必须付退票费。4.MayIhaveyourflightnumber,please?我可以看一下您的航班号吗？5.Wouldyouholdon,Ms/Sir?I’llcheckforyou.先生／小姐请别挂断，我给您查一下．6.Thankyouforcalling.Good-bye.谢谢你的电话，再见．7.I’mverysorry,Ms./Sir.Yourreservationfrom_____to_____hasbeencancelled.先生／小姐对不起，您预定的从＿＿到＿＿航班的座位已被取消．8.Anyreservationwithoutreconfirmation72hourspriortodeparturewillbecancelled.所有的定座在７２小时前没有再确定会被取消．9.Itleavesat___inthemorning／afternoon/evening.飞机在上午／下午／晚上＿＿起飞．10.ThereareseatsavailableonFlightCZ338departing_____at19:30onthe19th.19日19:30时CZ338航班仍有座位．11.Onewayorreturn?单程还是双程？Aone-wayeconomytickettoBeijingis￡800．去北京经济舱单程800元．12.MayIhaveyourpassportnumber,please?请问您的护照号码？13.Itisthehighseasonandtheairfareforthisrouteismuchhigherthanusual.现在是旺季，这条航线的票价比平常要高得多．14.CustomerService﹠CallCenter,Agent6610speaking,Mayhelpyou?旅客呼叫中心，6610号服务员为您服务，有什么要帮忙的？15.Whichdatewouldyouliketochangeto?您要更改的日期？16.Isyourticketstillvalidonthatdate?您那天的机票仍有效吗？17.I’vechangedyourflightitineraryto25July,stillthesameflightCZ385anditwilldepartatthesametimeat08:15inthemorning.Pleasewritedownyourconfirmationcode.ItisJQCS1.我已将您的行程改为６月２５日，航班仍是CZ385，出发时间相同是上午的8点15分．请写下您的定座记录编码---JQCSI.18.Pleasetellmetherouteyouwouldliketotake.请告诉我您要定的航段．19.Thereisstaffavailableatourticketingof