(Inhwan cho)br Queens College의 Business Management Course를 수료했으며, 세종대학교에서 호텔관광경영학으로 박사학위를 취득하였다. 노스웨스트항공(Nothwest Airlines)에서 Operation Manager로, 미국항공연합(U.S. Airline Alliance)에서 Marking Dierctor로 근무하였다. br 현재 세종대학교 호텔관광경영학과 겸임교수로 재직중이며, 항공여행서비스 전문 Consultant로 활동중이다. br 관심분야는 항공마케팅, 항공서비스전략, 항공전자상거래 등이다. E-mail : choandy@hotmail.com

This book is intended to prepare students for the Airline Industry. It is based on the real world communication standards for the Airline Service. This book can be used in a variety of ways, depending on the needs of the reader： It can be used as the primary classroom text in emphasizing AIRLINE SERVICE INDUSTRY preparation. It can be used as a supplementary text in a general TOURISM ENGLISH course. It can be used as a tool for individualized study by students preparing for the AIRLINE SERVICE INDUSTRY. This book contains a variety of situations which Airline staff encounters everyday： Section 1 contains communication standards and handling basic complaints used in the airline service industry. Also, this section provide students with clearly defined steps to overcome difficult situation. Section 2 contains the situations of Reservation Office. Section 3 contains the situations of Ticketing Counter. Section 4 contains the situations of Airport Passenger Service. Section 5 contains the situations of In─flight Service.

Introduction Final Destination SECTION 1　Communicating with passengers 1. Active listening 2. Questioning techniques 3. Positive body language 4. The delight of a name 5. Handling complaints 6. Recommendable Expressions SECTION 2　Reservation Situation 1　Request a booking Situation 2　Traveling with children Situation 3　Request a special meal Situation 4　Transfer a call to Situation 5　Calls for lost luggage Situation 6　Reconfirmation Situation 7　Assigned seat is released Situation 8　Calls for a fare quotation Situation 9　Calls for a change in booking SECTION 3　Ticketing counter Situation 1　Visiting the ticketing counter Situation 2　Ticket sales Situation 3　Selling Smile mileage program Situation 4　Transfer a call to the Smile mileage program center Situation 5　Fares Situation 6　Change booking Situation 7　Lost ticket Situation 8　Ticket endorsement SECTION 4　Airport passenger service Unit 1　Check─in counter Situation 1　Check in(economy class) Situation 2　Check in(business or first) Situation 3　Wheelchair passenger Situation 4　Seat is not available Situation 5　Reserved seats not available Situation 6　Excess baggage Situation 7　Released booking Situation 8　Delayed flight Unit 2　Concierge and lounge Unit 3　Boarding gate Situation 1　Boarding announcement 1. Pre─boarding announcement 2. General boarding announcement 1 3. General boarding announcement 2 4. Final boarding announcement 5. Paging passengers Situation 2　Delayed flight announcements 1. Delay anouncement 1 2. Delay Announcement 2 3. Delay announcement 3 4. Delay announcement 4 Situation 3　Boarding gate 1. Normal boarding procedure 2. Pre─boarding an elderly passenger 3. Change of seat request Unit 4　In─flight announcement Situation 1　Passenger message Situation 2　Tight connection time Situation 3　Lost luggage Situation 4　Misplaced bags Situation 5　Telephone courtesy SECTION 5　In─flight service Unit 1　In─flight announcement 1. Flight information 2. Welcome 3. Demonstration 4. Take off 5. Seatbelt sign off 6. Cabin service 7. Duty free sales 8. Movie 9. Documentation 10. Approach 11. Landing 12. Transit information 13. Farewell 14. Deplane Unit 2　In the cabin Situation 1　Passenger standing in the aisle Situation 2　Wrong seat Situation 3　Duplicated seat Situation 4　Seats not together Situation 5　Upgrade Situation 6　Check hand─carry baggage 항공용어해설　Definitions of common air transport terms