Unit 18 Baggage Service

1. 《民航服务英语口语教程》 Unit 18 Baggage Service

2. Part One: Warming-up • 1. Where can the arrival baggage be claimed? • 2. If the passenger’s baggage is missing, what kind of report will he be asked to complete? • 3. How do you handle the missing baggage?

3. Please learn the following tracing process. • Check the passenger’s ticket and the baggage claim tags. • Ask the passenger to describe the suitcase (bag). • Check the unclaimed baggage record. • Have a double check at the baggage claim area and then contact the airport where the passenger checked in his baggage. • Fill in the PIR form. • Express the tracing efforts. • Offer a passenger a sum of money to purchase daily necessities. • Inform passenger to claim the baggage if it is located or ask the passenger to fill in the Missing Property Questionnaire if it’s lost. • Ask the passenger to complete Claim Form Of Damage Or Loss Of Passenger Baggage and then process the claim.

4. Missing Baggage Damaged Baggage Part Two :Dialogues

5. What seems to be the trouble? Come up with my bag Baggage identification tag Navy blue bag with a zipper Baggage claim area Complete the irregularity report A retractable handle Distinctive markings Brand name Synthetic material Permanent address PIR Make every effort to locate Computerized tracing system Keep you advised of the situation Take full responsibility Personal/ daily necessities Make a fair compensation Thank your for your cooperation Dialogue A: Missing Baggage

6. Find it scratched Particularly brand-new Feel regretful about Fill in the irregularity report Baggage claim tag It may left behind or misloaded. Dialogue B: Damaged Baggage

7. baggage identification chart(baggage chart) baggage trolley(handcart) baggage claim area the Lost-and-Found Office Left Baggage Office to identify (collect/claim) one’s baggage to claim compensation to load(unload/misload) baggage to describe(deliver/repair) one’s baggage carousel distinctive(particular) markings porter(baggage man) personal effects(belongings) computerized tracing system Useful Expressions

8. PVG Pudong International Airport is located in the east of Shanghai, covering an area of 40 km2, about 30 km away from the city center, and about 40 km away from Hongqiao International Airport.Project Phase I of Pudong Inter- national Airport started officially in Oct. 1997 and completed in Sep. 1999. Project Phase I has one 4E South-north runway (4000m×60m), two parallel taxiways, 800,000 m2 apron, seventy-six aircraft positions, 50,000m2 cargo warehouse, and also equipped with the system of navigation, communication, surveillance, weathering and logistics service etc. It is capable of providing 24-hour round service.The terminal building of Pudong International Airport is composed of two parts, i.e. main building and long terminal concourse, both 3-storey structured, and connected by two passages. The building covers an area about 280,000 m2, with thirteen conveying luggage belts and twenty-eight boarding bridges; the area of food & drinks facilities and other leasing service facilities reaches 60,000 m2. Currently, Pudong International Airport has accommodated an average aircraft movements over 400 times per day, already accounting for approx. 60% of the total aircraft movements of Shanghai. And it is serving for about 50 domestic and foreign airlines, connecting with over 90 international and regional destinations and 60 domestic destinations.

9. Shanghai Pudong International Airport: Main Facilities • 1st runway 4000×60M 4E class • 2nd runway 3800×60M 4F class • Terminal 1  278000 square meters • Boarding bridges 28 • Parking positions 127 • Tarmac 1.49 million square meters • Check-in counters 204 • **the 3rd runway, 2nd terminal building and west cargo area will be put into operation in 2008. • Airport hours：24/7 • Instrument Landing System：bidirectional and category Ⅱ • Public Ground transportation：Maglev, airport shuttle, hotel shuttle, long distance bus, taxi

10. A Glimpse

11. A Glimpse

12. Map

13. Map

14. Part Three : Language Practice

15. Practice • When the passenger approaches you with his baggage problem you should obtain the first-hand information by asking some questions pertaining to his baggage, such as the ticket where the passenger’s name and the total piece of baggage are designated, check-in point, baggage identification tag and so on. How do you handle the following situations? Work in pairs and ask each other questions.

16. Try to solve the problems • 1. Passenger Zhang checked in two brown suitcases at Singapore airport. One is missing. • 2. John Brown has just arrived with his family from Los Angeles airport. They checked in four pieces of baggage and now they have claimed only three. • 3. Mr. Wang came up to the Baggage Service Section complaining that he failed to claim another suitcase which was checked in from Bangkok.

17. spare no efforts/do uttermost to/try every possible mean/make endless efforts/make one’s best endeavors to do sth. search (trace) and locate computerized tracing system delayed baggage record/unclaimed baggage record baggage claimed area IATA baggage identification chart send back/ship back/forward to keep in touch with/keep…advised of/keep track of…/ one copy of the PIR file central Baggage Service Office further check/double check/extensive tracing take full responsibility/be responsible for/ make up for the loss for/make a fair compensation for… Try to remember the expressions

18. Blank Fillings: (On the airplane) • P: Excuse me, miss. I was wondering if you could help me. • A: Yes, sir. • P: I forgot to pick up my briefcase. I think I ________ it in the departure lounge at the airport. • A: Would you please ________ it so that we can ________ it for you. • P: Well, It’s a normal size, black leather, executive ________. It has got my ________ on it ________ Arthur Hudson. It also has my ________ in Seattle. There are some important business papers in it. I’m a bit worried. • A: Are you sure you left it in the ________? • P: Yes… I’m sure. I left it by the sales ________. I had just bought a pack of cigarettes there. • A: OK. We’ll try to find it for you. Will you please give me _______ of the hotel where you’re going to stay? • P: I’ll be staying at Jinghua Hotel for a week. • A: We’ll ________ you as soon as we ________ your briefcase. • P: Thank you very much.

19. Part Four Communication Activities

20. Situation -1 • Passenger: You’ve just arrived at Pudong International Airport from Tokyo on Flight MU584. Now you have some trouble in claiming the baggage. You checked in three pieces of baggage: one bag and two suitcases, but you failed to claim the bag, which contains some clothes, some books and a pair of sports shoes. It’s a gray bag with a noted brand “NIKE”. The identification number is MU 057868. You come to the Baggage Service counter for help. • Agent: You’re working at the Baggage Service counter. A Passenger came to your counter for help because one bag is missing. Try to solve the problem by referring to the following steps: • Check the ticket and baggage identification tag. • Ask the passenger to describe the bag. • Have the agent double check the baggage claim area • To have a further tracing, ask the passenger to fill out PIR form. • Expressing the tracing efforts • offer CNY100 to the passenger to purchase necessary personal items whenwaiting for the arrival of the baggage.

21. Situation -2 • Passenger: You arrived at Qing Dao and just claimed the baggage. One of the suitcases was damaged. Apparently there was a hole in it. You feel very angry and ask the agent to give you a new one or the amount of money that it costs to buy a new one. • Agent: You feel sorry about the passenger’s suitcase damaged. You agree to have it repaired. If the suitcase is irreparable the airline will give a new one or try to replace it with one of the same type. Then you ask the passenger to fill out the PIR form, leaving the current address and telephone number so that you can have a quick delivery of the suitcase.

22. 《民航服务英语口语教程》 Thank you for your listening! Presented by Gao Feng