1. Tourism & Hospitality English for Professionals Book 1

2. UNIT 13 Booking Booking Airline Tickets Airline Tickets

3. Checklist In this lesson, you will learn about... Discussing departure and arrival dates Fulfilling seat requests Handling special requests Booking Airline Tickets

4. Warm-Up 1. What should people think about when picking travel dates? Key words/phrase: peak/off-peak seasons certain days of the weeks are more/less expensive Booking Airline Tickets

5. 2. Where do you prefer to sit on an airplane? Key words/phrases: by a window / an aisle near the front/back of the plane Booking Airline Tickets

6. 3. What kinds of requests might people make for their flights? Key words/phrases: special meals sit in certain areas early boarding Booking Airline Tickets

7. WORD POWER

10. A. Words in Use Practice saying the sentences below.

11. WORD POWER B. Listen Up Listen to the audio. Complete the e-ticket. New YorkLondon Economy exit taxes and fees departure or arrival cities

12. WORD POWER M: Hello. I’d like to book a ticket from New York to London, please. W: No problem, sir. Do you want a return or one-way ticket? M: One-way. I’m not sure when I’ll be coming back. W: And would you like to fly first, business, or economy? M: Economy is fine. Oh, and I need to sit in an exit row. W: OK. The fare is US$634, and the taxes and fees are US$212. So, your total is US$846. M: Are there any restrictions with this ticket? W: Yes, there are. You cannot change your departure or arrival cities. M: That’s not a problem. Audio Transcripts

13. C. Small Talk Practice the conversation with a partner. Try replacing the underlined words with other new words you’ve learned. Student A Excuse me. Can you help me find information on my e-ticket? Student B Sure. What are you looking for? Student A I’d like to know what my flight number is. Student B OK. That’s listed right here, next to the special needs box. Student A Now I see it. Thanks for your help. WORD POWER

14. PART A: Buying Tickets over the Phone Open with default media player

15. PART A: Buying Tickets over the Phone

17. Key Words 1. depart [d6`p3rt] v. 離開；出發 The train will depart in fifteen minutes. 這輛火車會在十五分鐘後出發。 2. one-way [`w9n~we] adj. 單程的 Karen bought a one-way ticket to New York. 凱倫買了前往紐約的單程機票。 3. return [r6`t-n] adj. 來回的（亦可說 round-trip ） Michael called the travel agency about a return fare to Hawaii. 麥可打電話給旅行社詢問夏威夷來回機票的價錢。 PART A: Buying Tickets over the Phone

18. 4. work [w-k] v. 行得通；起作用 The group tried to find a meeting time that would work for everyone. 這個團隊試著敲定每個人都方便的會議時間。 5. standby [`st1nd~ba6] adv./adj. 候補地（的）；備用地（的） There were several people at the airport hoping to fly standby to Paris. / Airline employees are sometimes allowed to buy cheap standby tickets. 有一些人在機場希望能搭上前往巴黎的候補機位。／航空公司 職員有時能購買便宜的候補機票。

19. English Corner – A. Useful Expressions— Giving Travel Dates PART A: Buying Tickets over the Phone

20. English Corner -- B. Joining the Sentence Parts Join the two parts of the sentences together. PART A: Buying Tickets over the Phone ____ 1. Carrie didn’t want to purchase a return fare to California ____ 2. The only option Ryan had was to fly standby ____ 3. Even a one-way ticket to Europe ____ 4. This bus departs from here once a day ____ 5. Eliza told the travel agent that the tour wouldn’t work for her ____ 6. The customer service representative helped the customer a. since all of the flights were fully booked. b. and travels to three neighboring towns. c. and asked for a different suggestion. d. because she was moving there. e. make a flight reservation over the phone. f. was too expensive for Kyle to afford. d a f b c e

21. English Corner -- C. Role Play A:Thank you for calling ABC Airlines. How can I help you? C: (Tell the airline customer service representative that you want to book a flight.) A: (Ask the customer if he/she wants a return or one-way ticket.) C: (Tell the airline customer service representative what you want.) Create a conversation using the cues. Take turns being the airline customer service representative (A) and customer (C). Then listen to Track 212 to compare your conversation. PART A: Buying Tickets over the Phone

22. Sample Dialogue A = Airline customer service representative C = Customer A: Thank you for calling ABC Airlines. How can I help you? C: Hi. I’d like to book a flight to Los Angeles from Detroit, please. A: OK. Will this be return or one-way? C: I need a round-trip ticket. Thank you. PART A: Buying Tickets over the Phone

23. PART B: Seating Arrangements Open with default media player

24. PART B: Seating Arrangements

26. 1. complete [k4m`plit] v. 完成 The students had to complete the test before the end of class. 學生們必須在課堂結束前完成測驗。 2. aisle seat [a6l] [sit] n. 靠走道的座位 （靠窗的座位稱為 window seat ） Some airlines charge more if you want an aisle seat. 如果你想坐靠走道的座位，有些航空公司會多收費。 3. appear [4`pir] v. 看來；似乎 Timmy appeared upset, so Michelle went to talk to him. 提米看起來很沮喪，所以米雪兒過去跟他說話。 Key Words PART B: Seating Arrangements

27. 4. upgrade [`9p`gred] v. 使 …… 升級；改進品質 You have to upgrade your computer often if you want the latest technology. 如果你想擁有最新科技，你必須經常升級你的電腦。 5. row [ro] n. （座位）一排；一列 There were forty rows in the auditorium. 禮堂裡有四十排的座位。 PART B: Seating Arrangements

28. English Corner -- A. Sentence Patterns PART B: Seating Arrangements

29. English Corner -- B. Filling in the Blanks Listen to the conversation and fill in the blanks. PART B: Seating Arrangements 1. The man calls to _____________ his reservation to Tokyo. 2. The man wants to fly in _____________ class. 3. The man doesn’t want to have a seat near a _____________. 4. The man would like a(n) _____________, but they are all booked. 5. The man decides not to _____________ his ticket to first class. 6. The man asks about the _____________ he’ll be in. complete business lavatory aisle seat upgrade row

30. Audio Transcripts M: I called earlier to book a return ticket to Tokyo from L.A., and I need to complete my reservation. W: No problem. Let me pull it up. So, do you want to fly first, business, or economy class? M: Business class, please. But please don’t put me in a seat near a lavatory. W: No problem. Would you like to sit by a window or an aisle? M: I’d like an aisle seat. W: I’m sorry, sir, but it appears all the aisle seats are booked already. Would you like to upgrade your ticket to first class? M: No, thanks. I can’t afford to sit in that section. So, which row will I be in? W: You’ll be in the eighth row, sir. PART B: Seating Arrangements

31. English Corner -- C. Role Play A:Do you want to fly in first, business, or economy class? C:(Tell the airline customer service representative what you would like.) A:(Ask the customer if he/she wants a window or aisle seat.) C:(Tell the airline customer service representative what you would like.) Create a conversation using the cues. Take turns being the airline customer service representative (A) and customer (C). Then listen to Track 216 to compare your conversation. PART B: Seating Arrangements

32. Sample Dialogue A = Airline customer service representative C = Customer A: Do you want to fly in first, business, or economy class? C: I’d like a business class ticket, please. A: OK. Would you like to sit by a window or an aisle? C: I’d like an aisle seat. PART B: Seating Arrangements

33. PART C: Information and Special Requests Open with default media player

34. PART C: Information and Special Requests

36. Key Words 1. confirm [k4n`f-m] v. 確認；證實 Paul called the doctor’s office to confirm his appointment. 保羅打電話到醫生的辦公室確認他的預約。 2. nonstop [`n3n`st3p] adj. 不停的；直達的 Trevor preferred nonstop flights because he could get to his destinations faster. 崔弗偏好直飛航班，因為他能較快抵達目的地。 3. takeoff [`tek~7f] n. （飛機）起飛（ take off 則為動詞片 語） Passengers can’t move around the plane directly after takeoff. / Before the plane took off, the passengers had to turn off their electronics. 乘客在飛機剛起飛後，不得在機內走動。／飛機起飛之前，乘 客必須關掉電子設備的電源。 PART C: Information and Special Requests

37. 4. landing [`l1nd6;] n. （飛機）降落（動詞為 land ） The flight attendants prepared the passengers for landing. 空服員們請乘客們做好降落的準備。 5. leg [l5g] n. 一段行程、旅程 The first leg of George’s trip was the longest. 喬治旅行中的第一段航程是最久的。 6. note [not] v. 記下；注意 The guest wanted it noted on his restaurant reservation that he didn’t like mushrooms. 這名顧客想要在他的餐廳預約中註記他不喜歡蘑菇。 7. airsick [`5r~s6k] adj. 暈機的（ airsickness bag 指「暈機 時用的嘔吐袋」） If you often feel airsick on flights, you might want to reserve a seat near a lavatory. 如果你時常在飛行時感到暈機，你可能需要預訂洗手間附近的 座位。 PART C: Information and Special Requests

38. English Corner – A. Sentence Patterns PART C: Information and Special Requests

39. English Corner -- B. Answering True or False PART C: Information and Special Requests Listen to the conversation and check (  ) whether the statements are True or False. StatementTrueFalse 1. The woman is flying from Rome to another city. 2. The woman can’t take the nonstop flight to her destination because it leaves too early. 3. The woman will receive at least one meal on each of her flights. 4. Breakfast will be served right before landing on one of the woman’s flights. 5. The woman doesn’t make any special requests for her meals.     

40. Audio Transcripts M: OK, Ms. Hart. You are booked on the 12:30 flight to Rome. W: Is that a nonstop flight? M: I’m sorry, but the only nonstop flight on that date is already full. W: No problem. So, will there be meals served on my flights? M: Yes, ma’am. On the first leg, you’ll receive a snack and a full dinner. On the second leg, you’ll get a light breakfast. W: Will breakfast be served right after takeoff? M: Yes, that’s correct. Are there any special requests you’d like to make for your meals? W: No, I can eat anything. PART C: Information and Special Requests

41. English Corner -- C. Role Play Create a conversation using the cues. Take turns being the airline customer service representative (A) and customer (C). Then listen to Track 220 to compare your conversation. A:Do you have any questions about your booking? C:(Ask the airline customer service representative if there will be meals served on your flight.) A:(Tell the customer about the meals he/she will get.) C:(Make a special request for your food.) PART C: Information and Special Requests

42. A = Airline customer service representative C = Customer A: Do you have any questions about your booking? C: Yes, I do. Will food be served on my flight? A: You will get a light snack about halfway through your trip. C: OK. Please note on my booking that I can’t eat beef. Sample Dialogue PART C: Information and Special Requests

43. REVIEW – Part A: Photographs Listen and choose the sentence that best describes the photo. (A) The young woman is sitting by a window. (B) The young woman and young man are in the same row. (C) The young man is getting out an airsickness bag. (D) There are several aisle seats available. (A) The plane is completing its takeoff. (B) The airplane is preparing for landing. (C) The aircraft is stopping at the gate. (D) The flight hasn’t been allowed to depart. 1. B 2. A

44. REVIEW – Part B: Question and Response Listen and choose the best response to the sentence you hear. _______ 3. Would a flight at noon work for you? (A) No, I already have a job. (B) No, I want to sit by the aisle. (C) No, I can’t leave before five p.m. _______ 4. Will food be served on my flight? (A) Yes, you’ll get a snack before landing. (B) Sure. I can seat you near the lavatory. (C) Sorry. That flight is fully booked. C A

45. REVIEW – Part B: Question and Response _______ 5. Do you want to sit in coach or first class? (A) No, thanks. I don’t want to upgrade. (B) An economy ticket will be fine, thanks. (C) I need to depart on August 5 th. _______ 6. Can I take a nonstop flight? (A) I’m sorry. We don’t have one to your destination. (B) Yes, you’ll stop in Tokyo for five hours. (C) No, the seats in the exit row are already booked. _______ 7. Where will you be departing from? (A) I need to arrive in Chicago by Monday. (B) I’ll be leaving from New York City. (C) I’d like an aisle seat, please. B A B

46. REVIEW – Part C: Short Conversation Listen and answer the questions. 8. What is TRUE about the woman’s travel plans? (A) She will depart from Bangkok. (B) She wants a one-way ticket to Hong Kong. (C) She will sit in business class on both legs of her trip. (D) She doesn’t know when she will depart. 9. Why doesn’t the woman want to book a ticket for Sunday? (A) There aren’t any window seats available. (B) The Sunday flight isn’t nonstop. (C) The only open seats are too expensive. (D) She doesn’t want to leave until Monday. 10. What does the woman decide to do? (A) Purchase a one-way ticket (B) Try to fly standby on Sunday (C) Book a ticket to a different city (D) Sit in business class A C B

47. Audio Transcripts REVIEW – Part C: Short Conversation W: Hello. I need to book a return economy ticket from Bangkok to Hong Kong. I’d like to leave on Tuesday and come back on Sunday. M: OK. It appears that I have some economy seats available on a nonstop flight to Hong Kong on Tuesday, but I only have business class available for the return flight. W: Well, that won’t work for me. Business class is much too expensive. Just book me on a Monday flight, and I’ll try to fly standby on Sunday. M: OK.

48. -The End- UNIT 13 Booking Airline Tickets