1. seat belt安全带
2. water extinguisher 灭火器
3. dry chemical extinguisher 干粉灭火器
4. tray table 餐桌
5. waste bin 垃圾桶
6. trolly 餐车
7. torch 手电筒
8. armrest 扶手
9. estimated time of arrival (ETA)预计到达时间
10. estimated time of departure (ETD)预计起飞时间
12. tail wind 顺风
13. head wind 逆风
14. infant 婴儿
15. unaccompanied minor(UM)没有家长同行ㄉ小孩
16. briefing 任务提示
17. transit passenger 转机旅客
18. waiting lounge 候机室
19. baggage inspection 行李检验
20. hand baggage 手提行李
21. umaccompanied baggage 托运行李
22. custom 海关
23. quarantine 检疫
24. immigration 移民局
25. baggage tag 行李签
26. connection 班机接驳
27. destination 目的地
28. free baggage allowance 行李重量限制
29. load factor 载客率
30. on time performance 准点率
31. LOST-N-FOUND 失物招领
32. confirmation 确定
33. reissued ticket 重开的票
34. passenger manifest 旅客名单
35. wheelchair 轮椅
36. ground staff 地勤
37. live vest救生衣
38. non-stop flight 直飞班机
39. immigration card 入境表格
40. demonstration 示范
41. evacuate 疏散
42. traffic congestion 航路拥挤
43. 二、正常程序Regular Process 1. 登船 Boarding 1.1欢迎Greetings
Morning, madam（sir）. Welcome board!
Morning, sir. Welcome aboard. First class or economy class?
Good morning. What can I do for you?
Good morning. May I have a look at your ferry ticket? / Show your ticket, please?
I ’m the stewardess of the first-class cabin/ economic class cabin.
I’ll show you your seat.
Nice to see you. / Nice to meet you.
Step in please. Take the seat to number, please.
Would you please sit here?
Would you please back off a little?
Please be in order, one by one.
After you. / Follow me, please.
The first class cabin is on the second floor. Go ahead (backward).
Mind your head, please.
Excuse me. Please give way to the passengers behind. 1.2行李
Can I help you with the luggage?
This way, please. Leave your luggage here, please.
May I help you to put your luggage here and to keep the safety passage clearly?
Please put your box in the appointed area.
You may not leave the baggage here. The aisle shouldn’t be blocked.
I’m afraid you can’t leave your bag there. You are sitting next to the emergency exit. I think you may find there’s enough room to put it near your seat. 1.3座位Seating
Good morning (afternoon, evening). This aisle (way), please.
Please go this way to the upstairs.
Follow me, please. Your seat is in the middle of the cabin.
An aisle seat on the left side ------ here you are, sir.
I’m afraid you are in the wrong seat. G100 is just two rows behind on the other aisle.
Excuse me for a second, I’ll check.
Please be seated for your safety.
Please fasten your seat belt, thank you.
Seat numbers are indicated on the handrail of chair.
Your seat number is G**. Please follow me.
After the boarding finishes, I’ll see if there is any vacant seat for you in the first row.
The seat G101 is vacant, and you can change your seat after set sail.
Excuse me. The lady next to you wants to sit with her kid. Would you mind changing seats with her？
I have talked with that passenger, but he would more like the window seat.
In order to keep the ferry in balance, please return to your original seats. Thank you.
I am sorry. Please sit in here for the time being. I will check it with the ground staff and be back soon.
Thank you for waiting. It is our fault. Please sit in X. I’ll show you the way.
I appreciate your problem and I’ll see if there is any empty seat. Would you please sit here for the time being?
The ferry is about to set sail. Please don’t walk about in the cabin.
Would you please return to your seat? The ferry is setting sail soon.
If you feel seasick, please sit here and you will feel better. 1.4升等
You could upgrade first class or VIP class so that you can take a better nap.
2. 你想由普通舱等升至头等舱等吗? 船上可以为您办理升舱手续。
Would you like to upgrade your class? We can upgrade you on board.
You can go upstairs first; then we’ll charge you extra 80 Yuan for upgrade.
Sorry, your ticket is the economic class，you may pay the extra for upgrade.
The first-class cabin free provides drinks and meals, passenger also can enjoy priority landing.
You can upgrade your class, but you have to pay the extra.
Excuse me, but could you talk softly to avoid disturbing the others.
Please put the back of your seat in an upright position.
It’s our duty to let you feel as comfortable as possible. 1.5 供餐Meal
Would you like anything to drink first?
Thank you for waiting sir．here you are．Anything more?
Here’s the drink list. What would you like to have?
We’ll take your order soon.
We’ll soon be serving drinks. Here is the menu.
We didn’t disturb you when you were having a rest. Would you like something to drink now? We have juice, mineral water, hot tea and coffee, which would you like?
Sorry,you were sleeping while we served.I didn’t want to interrupt you.Now,what would you like to drink?
Would you like some more mineral water or anything else?
Do you feel a little cold? Would you like an amice, or some hot drink?
Are you feeling sick? Would you like a glass of water?
Would you like something hot/cold to drink?
How do you like your tea? Weak or strong?
Coffee isn’t ready yet. Would you like to have a cup of hot tea instead?
Would you like some ice in your drink?
I’m _____. I’m glad to be at your service. Here’s the meal we prepared for you. If you need our help, please press the call button.
It’s hot! Mind your hand.
Would you like more of anything, sir?
I’m sorry. There is no more orange juice left. Can you make a change? We have coffee and milk tea …Would you like some?
I am afraid juice is not available. May I offer you hot tea instead?
It seems the tea is getting cold. Let me make a new one for you.
Here is your coffee/hot tea/hot water. Please be cautious when holding it. It is quite hot.
I’m glad you like them. Would you like to have some more?
Let me help you prepare the table.
Now we’ll be serving drinks. Please pull down your tray table.
In a few minutes we’ll be serving drinks (food).Please pull down the seat table in front of you.
Please fold up your tabletop.
No problem. I will take away your tray set in a minute.
May I take the glass away?
Excuse me. May I help you to clean it up?
May I clear up your table now?
Would you mind me taking these away?
Does the meal taste good?
Mr._, how do you like the meal?
How do you like the food?
I’m sorry for keeping you waiting.
You might be sea-sickness. 1.6小卖部
Would you like to buy something to eat/drink?We have a wide selection on board today.
We only accept RMB, but not Hong Kong dollar 、US dollar and credit card.
Have you got any small change?
Here is your change, please check it up. 1.7海关移民局检疫CIQ
Here are the Customs Declaration Form and Entry Card. You may fill out the forms in Chinese or English and keep them with your passport together. It’ll be convenient for you to go through the entry formalities in the terminal building.
Here is the entry card. You may fill it out before landing and submit it to the official when going through immigration.
Finally, please make sure to sign your name.
Do you need entry card? Please fill the entry card carefully.
You are required to show these forms to the officers when going through immigration, customs and quarantine procedures.
According to the quarantine requirements of the local government, passengers are not allowed to bring fresh fruits into the country.
Excuse me, would you please fill out these forms before arrival? You’ll need them when you go through Customs, Immigration and Quarantine.
Please do not hesitate to call us if you have any questions or difficulties in filling out this form. We are very glad to be at your service.
According to the regulations of Quarantine of the local government, passengers are not allowed to bring in any fresh fruit, cut flowers, diary products,,meat,,animal or plant origin.
Please close your table as soon as you finish filling in the form. 1.8娱乐休息Relaxation
Mr. / Ms. ___, Here’s the magazine we’ve prepared for you. We hope you’ll like it
2. ___先生/女士，您需要毛毯吗？ 我帮您盖上吧。
Mr. / Ms. ___, do you need blanket? Would you like me put it on for you?
Mr._, may I help you adjust the seat to a more comfortable position so that you can have a good rest?
Please push the button on the armrest and lean against the seat back at the same time.
Mr. / Ms. ___, here’s the blanket for you, please.
It’s quite cold .Would you like a cup of hot tea?
Sorry for keep you waiting. / I am sorry to have kept you waiting so long.
Here is a towel for you.
It’s raining. Look at your feet.
Toilet is at the back (in the front).
The service desk is in the front (at the back).
Excuse me. Please be seated.
Don’t smoke, please.
Please don’t worry. I’ll try my best to help you.
The toilet for first class passengers is located in the rear of the cabin
The lavatory is occupied.
The lavatory is vacant.
The Safety Notice is in the seat bag. 2.下客Disembarkation 2.1落地Landing
Take your time, please. There will be enough time to collect your personal items.
Excuse me,sir.Would you please let this old man/granny go first?
Thank you, Sir. It’s so kind of you to make way for this senior gentleman.
Mind/watch your step, please. / Be cautious for the slippery floor.
Mind your step please. It’s raining and very slippery outside.
Please make sure to take all your hand luggage and personal items when you disembark.
Please take all of your luggage and get ready to landing.
Please take care of your valuables.
It is quite cold outside. Please dress warmly enough before you go out.
You may claim your checked baggage in the baggage reclaim area with your luggage tag.
If it is not a tag through baggage, it has to be reclaimed after you get off the ferry in Sky Pier. (The baggage reclaimed is beside the counter of the airline)
If it is a tag through baggage, you don’t have to reclaim after you get off the ferry. It will be sent to your airplane directly.
If the tax is including in your air ticket, you can refund 120 HK dollars when you get the boarding pass in the counter.
Thank you for choosing our ferry. We are looking forward to seeing you again.
Thank you for your co-operation.
Wish you a safe and nice journey.
We will try to serve you better.
Much to our regret for the inconvenience that may cause you.
Could you give us some advice on how to improve our ferry service?
This is our ferry souvenir. I hope you’ll like it.
The ramp has just been put in its position. Now you can get your belongings and disembark. 2.2 机场和目的地Airport and Destination
If you go by taxi, it may cost you 10 minutes to the bus station, more or less 20 yuan.
Do you have the address?
It takes about one hour to reach downtown.
I will write down the hotel’s name in Chinese, and then you can show it to the taxi driver. （The charge is about 100 YUAN (RMB) for him to take you over there.）
Which hotel have you reserved?
I am not quite sure about that. May I suggest that you go to the check-in counter? They will provide assistance.
Would to like to go by bus or taxi to Guangzhou?
I have never been there before, but I think it’s not far.
You need to go through entry formalities after arrival.
10. 我们公司有免费接送巴士前往XX，你下船以后可以向 工作人员咨询。
Our company has free shuttle bus to XX, you can ask our staff for help after disembark 3.特殊情况 Special Situations 3.1. 延误 Delay
2. Our ferry is suffered a slight mechanical problem, we are repairing it now; it will soon be good and resume normal sailing. Please stay in your seat and keep calm. We apologize for causing any inconvenience to you. Thank you for your co-operation.
4. Due to ferry delay, now we have contacted with HK department, they will assist you with change booking and check in. We apologize for causing any inconvenience to you. Thank you for your co-operation.
6. Due to the full fog/poor weather condition/typhoon, our ferry is slowing down and the arriving time will be late. Please stay in your seat for further information.
8. We have been in the wavy area (Because of the bad weather), the vessel may be rocking. For your safety, please remain seated. Passengers sitting in the front row, please fasten the seatbelt. We are providing clean-bags for those felling seasick. If you need any help, please feel free to ask. Thank you.
We have to wait for a few minutes due to a minor technical problem. Would you like anything to drink?
We have to wait for a few minutes due to the unfavorable weather conditions on our route. We’ll provide you with further information.
Thank you for your patience. We’re now serving beverage and meal. Please tell us if there’s anything else we can do for you.
Sorry for the inconvenience due to the delay of the sailing.
There is a slight mechanical problem and will be ok soon.
We are waiting for the weather to improve.
We will keep you informed.
Don’t panic. Follow our directions.
the ferry has been delayed because of bad weather．
We can’t set sail due to poor visibility.
our ferry is bumping hard．Please stay in your seat.
The ferry has been delayed due to some mechanical troubles. The engineers are making a careful examination of the ferry.
The ferry will be delayed about 2 hours due to fog.
We are waiting for a few passengers to complete immigration formalities.
If we have any further information, we’ll let you know immediately.
We are sorry to inform you that our ferry will be delayed due to the unfavorable weather conditions. We have to wait till the weather gets better.
Our ferry will be delayed for about two hours due to heavy fog. We have to wait till the fog lifts.
You know the weather in HK is not so good. The plane has been delayed.
Eva air BR872 leaves at 1110 in the morning.
Flight CX564, leaving HK at 1315, flies nonstop back to Taipei.
Don’t put anything in the seat pocket in front of you.
Don’t get nervous. Let’s go to wash the cuts. Take it easy. I’ll go and get the first-aid kit. Please press the wound with gauze. I’ll adjust the seat back. Lie down and have a rest.
Release seat belt. Come this way.
Fasten your seat belts immediately，please.
The ferry will drop anchor because of the sudden breakdown of an engine.
Our captain has confidence to land safely. All the crew members of this ferry are well trained for this kind of situation. So please obey instructions from us.
Take out the life vest under your seat and put it on!
Get the extinguisher.
Open seat belts. Leave everything behind and come this way!
This ferry has six emergency exits. Please locate the exit nearest to you.
Jump and slide down! 3.2投诉 Complaint
Certainly, let us see how we may help you. I will refer this situation to my purser.
Thanks for your advice. We will keep on improving our service.
We greatly appreciate your comments. / It is greatly appreciated if you make suggestions to our service.
Madam, I totally agree that this situation is inappropriate. I do sincerely apologize that we made you feel this way. Is there anything I can do to make the rest of your journey more enjoyable?
I am sorry our service does not meet with your expectations. I will inform our manager about your feelings, and we will do our best to make the rest of your journey more enjoyable?
Mr. / Ms. ___, thank you for your support to our company.
Sorry, it’s our fault. Thank you for your support to our company for such a long time. What else can we do for you?
Thank you for your understanding and support. 3.3 残疾旅客Disabled Passengers
What is your seat number? May I assist you with your hand luggage?
May I show you the way to your seat? It is a window seat.
Would you mind holding my arm? I will take you to your seat if you like.
Would you like me to help you move into the seat?
May I put your hand luggage near the seat? It could be more convenient to take when you disembark.
Relax. /Take it easy. May I adjust the seat back and air vent for you? A vomit bag is in the seat pocket in front of you. I’ll be right back with a hot tea.
The drink is in the paper cup. May I put it on the table?
Here is your meal. May I open it for you?
We are entering the cabin now. Please hang on to your chair.
The aisle in Economy Class is quite narrow. It will be safer to pull the wheelchair backward.
May I help you with your luggage when you disembark?
May I assist you to disembark when ground staff arrives with the wheelchair? 3.4小孩CHILD
What a lovely kid! For his/her safety, please be sure not to leave him/her unattended.
Hello, boy (girl). Please be seated.
The vessel is rocking. Please take good care of your kids.
You can go to the lavatory if you want to change the diapers for the baby. There’s baby change table there. If you need any help,please don’t hesitate to call us at any time. 3.5遗失物品Lost & Found
Do you remember where you lost that luggage/ item in the terminal? Would you please describe it?
May I have your name, telephone number and address? We will contact you when we find it. You may also call our Lost and Found Office at 85511965 for further information.
We have contacted the ground staff. They tried every means but still could not find it.
One final check is necessary after the passengers have landed. We must be sure that the passengers haven’t left behind any personal effects. If any are found, they are turn over to the ground attendants or the Lost and Found.
Language study is very important, especially English. We must be able to communicate with the passengers, learn to report a cabin fault and give out instructions in the case of an emergency.