本书基于民航客舱服务的整个工作流程来实施整体设计，以国外一个大家庭的部分成员为代表性的服务对象，以南航初始乘务员为主要工作人员，模仿Family Album U.S.A.系列来设计真实的工作情境和语言环境，以乘务员对应的工作任务导入各单元的学习内容，由浅入深，层层递进。内容包括航空公司应聘、航空公司工作、航前准备、旅客接待、安全检查和演示、客舱娱乐服务、客舱餐饮服务、免税品售卖、客舱应急处置、降落前和到达服务等主要环节。 本书可作为高职高专院校空中乘务、航空服务等专业的专业英语教材，也可作为航空公司初始乘务人员、民航企业员工的学习和培训用书，还可作为初级乘务员技能证书考试的参考用书以及空中乘务员复训时英语面试和口语测试的参考资料。
Module 1 English Interview for Cabin AttendantUnit 1 Greetings and Personal Information 2Unit 2 Behavioral Interview and Interview Skills 13Module 2 Airline JobsUnit 1 Airline Services 24Unit 2 Airline Personnel 33Module 3 Pre-flight PreparationUnit 1 Pre-flight Briefing 44Unit 2 Pre-flight Check 53Module 4 Passenger ReceptionUnit 1 Boarding and Greeting Service 64Unit 2 Announcements of Reception 72Module 5 Safety CheckUnit 1 Safety Demonstration 80Unit 2 Safety Regulations and Instructions 89Module 6 Passenger ComfortUnit 1 In-flight Facilities Service 98Unit 2 Entertainment Service 106Module 7 Catering ServiceUnit 1 Meal and Drink Service 116Unit 2 Special Diet Service 127Module 8 Passenger ServiceUnit 1 Common Passenger Service 138Unit 2 Special Passenger Service 146Unit 3 Delayed and Transfer Passenger Service 155Module 9 In-flight Shopping ServiceUnit 1 In-flight Retail Service 166Unit 2 Duty-free Shopping Service 174Module10 Safety and EmergencyUnit 1 First Aid Service 184Unit 2 Emergency Procedures 194Module 11 Landing ServiceUnit 1 Pre-landing Service 206Unit 2 Entry Card and Customs Declaration 214Module 12 Arrival ServiceUnit 1 Luggage Claim Service 224Unit 2 Airport Tax Refund 233Appendix Frequentiy Asked Questions and Suggested Answers in Interview 243References 251
