第一篇：客舱服务标准范文
客舱服务程序
发布: 2011-6-4 14:03:38 | 来源: | 编辑: | 查看:
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一、预先准备阶段
航前预先准备，一般应在航班起飞前1：30至2：00进行，如临时接受任务，可根据实际情况调整预先准备是保证圆满完成任务及保证客舱安全和提高机上服务质量的重要阶段。
1、任务前准备
1)了解自己的飞行动态;
2)确认航班情况及报到时间等;
3)准备次日任务所需制服、资料、管理文件及驻外站时所需衣物用品;
4)了解所在国家CIQ规定;
5)准备个人应携带的物品;
6)检查个人证件及证件有效期(黄皮书，体格检查合格证，空勤登记证，客舱乘务员合格证等)，接待走时准备的手表;
7)复习所飞机型的应急设备及使用方法;
8)保证充足的睡眠;
9)遵守空勤人员出任务前的有关个人作息的规定。
2、报到及准备会 1)检查个人信息箱;
2)工作包、箱按规定位置摆放整齐;
3)解各项规定和工作标准;
4)确认签到、准备会和乘车时间;
5)提前1：40分报到，接受检查;
6)领取资料包;
7)进入准备室准备;
8)乘务长主持航前准备会及任务分配。
3、乘车
1)组员应该乘坐本单位安排的专用车进入机坪;
2)组员需按开车时间，提前在乘车地点等待;
3)上车后需确认自己的物品已在车上;
4)临时改乘其他车辆进入机坪需要预先向乘务长请假;
5)上车后由乘务长清点核实人数;
6)自热列队，女乘务员右肩背包，左手拉车或提工作箱，男乘务员右手提工作箱，走在队伍最后。
4、组员行李存放位置
1)组员的手提行李(工作包)可存放在机上的前后衣帽间内，衣袋可挂在衣帽间里面挂衣杆上;
2)组员的工作箱(包)禁止存放在旅客座椅上及紧急出口附近和影响旅客座椅倾倒的地方。
二、直接准备阶段
飞行前直接准备，是执行空中乘务工作的最后准备，直接关系着乘务工作实施和服务质量。空乘组应当按时到达现场，认真做好各项准备工作。到达现场时间一般应在起飞前1：00.
1、上机检查、签收
1)向机长汇报预先准备的情况，提出工作中需要机组配合的问题，听取机长的提示和要求;
2)检查责任区各项紧急设备;
3)检查示范用的氧气面罩及救生衣、安全须知、安全带等;
4)签收紧急医疗箱;
5)检查旅客娱乐系统和服务系统，发现问题及时向乘务长报告;
6)检查及签收机上供应品;
7)整理报刊杂志;
8)签收耳机;
9)签收卫生用品;
10)检查卫生间;
11)驾驶舱饮料提供;
12)签收免税品及有关表格、封条等;
13)餐食：1签收特殊餐食;2餐车安全检查;3根据配餐单详细清点餐点;4餐车内干冰需妥善放置，以确保食物新鲜;5面包数量及存入位置;6了解餐食数量及分布确切位置;7向乘务长报告所配餐食的情况。
14)组员整理仪表、仪容及再检查一遍客舱环境是否清洁;
15)清舱完成后和空中保卫员协调向机长报告旅客可以登机。
三、空中服务实施阶段
飞行实施阶段是空乘组为旅客服务的主要过程，直接体现了机上服务质量的好坏和服务水平的高低。
1、旅客登机
1)乘务员在迎客位置，面带笑容，主动协助旅客找座位，并协助安置旅客的手提行李;
2)注意同一排座位的旅客人数不能超过氧气面罩的数量;
3)残障及老弱旅客不能坐在紧急出口旁;
4)任何行李均不能防止在紧急出口处及紧急设备存放处;
5)随时注意有没有旅客吸烟及使用手提电话等;
6)大件手提行李可存放在衣帽间内，如放不下向乘务长报告，转交地面工作人员处理。
2、滑行和起飞
1)旅客到齐，关妥机门，下达操作滑梯预位指令;
2)确认滑梯手柄预位(ARMED);
3)安全演示(放录像时客舱内停止服务);
4)各责任区域进行起飞前安全检查，确认卫生间无人使用;
5)调整客舱灯光;
6)厨房、卫生间、衣帽间、行李架是否关妥定位;
7)等待起飞信号，就坐，系上安全带肩带。
3、飞行中
1)乘务组向旅客致意;
2)分发耳机;
3)送报纸杂志;
4)调整客舱灯光，保持客舱宁静柔和气氛;
5)遇有颠簸随时广播;
6)拉好隔舱门帘;
7)核实预定的特殊餐食;
8)餐前饮料服务(鸡尾酒服务);
9)餐食服务，需注意餐车行进时，前后的协调，保持餐车美观和整洁;
10)送正餐时，红、白葡萄酒和冰水随车提供(红、白葡萄酒及冰水随时添加);
11)咖啡、茶服务应至少两遍;
12)及时回收用完的餐盘、水杯等;
13)供餐时遇有旅客睡觉，应使用“睡眠卡”;
14)免税物品销售;
15)尽量协助旅客正确填写C、I、Q、表格;
16)随时保持客舱整洁;
17)调整客舱灯光，准备放映电影(长航线时);
18)提供选择饮料服务;
19)调整客舱温度;
20)巡视客舱，保持卫生间清洁卫生，及时增补卫生用品。
4、下降
1)清点免税物品，填写烟、酒清单并加封上锁;
2)清点供应品，填写回收单，如在外站需补充，应填写供应品增补单(ORDER FORM);
3)交还为旅客保管的衣物;
4)交还为旅客寄放的食物，药品等;
5)检查客舱、厨房、卫生间有无不符合当地海关规定的物品;
6)如有VIP重要团体，应和随从协商夏季顺序;
7)回收整理书报杂志;
8)回收耳机、毛毯;
9)整理客舱，进行着陆前安全检查;
10)如有伤病者需要轮椅，请机长联络地面准备;
11)填写“客舱维护记录本”;
12)检查厨房，卫生间;
13)调节灯光，打开客舱音乐(音量较小);
14)听到着陆信号，就坐，系好安全带、肩带。
5、着陆
1)调整客舱灯光;
2)交还为旅客保管的行李;
3)要求旅客在飞机未停稳前坐在座位上;
4)飞机完全停稳后，下达解除滑梯预位指令;
5)确认滑梯手柄解除预位(DISARMED);
6)等待开门信号，打开机门;
7)协助老弱妇幼及需要帮助的旅客下机;
8)检查客舱内有无遗留物品;
9)办理供应品交接手续;
10)关闭客舱音乐和客舱主灯光;
11)离机。
四、航后讲评阶段
航后讲评时乘务工作的结束阶段，也是总结提高机上服务质量的重要保证。
1、讲评
4 1)组员需搭乘指定的机组车回本单位或驻外饭店;
2)向机长汇报本次航班乘务工作情况，听取机长对乘务组的意见;
3)归还资料袋;
4)对全程工作进行讲评，总结经验教训、重要的问题和意见，写出专题报告;
5)填写《乘务长航后汇报卡》。
2、住宿外站
1)航班结束或组员过海关后，集合搭乘指定交通车到驻地;
2)根据本单位下发的组员在外过夜生活须知所规定时间报到;
3)组员在接车前完成饭店CHECKOUT手续，并包括结清各种账单;
4)注意遵守当地风俗民情。
3、归队(返回基地)
组员返回基地站后，需在调度室查询航班任务有无改变，并检查信息箱。
第二篇：客舱服务中心
客房服务中心(Guest Service Center)是将客房部各楼层的对客服务工作集中在一起，并与楼层工作间及酒店先进的通信联络设备共同构建一个完善的对客服务网络系统。客房服务中心一般与客房办公室相邻，室内设置物品架，分类整齐地摆放着客人需要的各种物品。具有能同时接听四个以上电话的能力。为了保证对内联络的快速、灵便，许多大中型酒店还同时建有独立的BP机呼叫系统。客房服务中心设主管一名，工作人员若干名，实行24小时对客服务，住店客人可通过内线电话将需求告知客房服务中心，由它通过呼叫系统通知客人房间最近工作间的服务员，迅速为客人提供服务。 邮轮通常都设有邮轮客舱服务中心，它一般位于客舱部办公室内，其具体职能是： 1. 传递信息
邮轮客舱服务中心是客舱部内部及与其他部门交流信息的中心，也是对客服务的中心。对客服务及管理信息都汇集于此，中心肩负着大量的信息传递任务。
服务中心，顾名思义就是向客人提供服务信息及对内提供管理信息的枢纽中心。因此，凡与客房部工作有关的信息都要经过客房服务中心的初步处理，一保证有关问题能及时得以解决、分拣和传递。
2.协调工作
负责统一调度对客服务工作，掌握和控制客舱状况，与相关部门联络，协调各部门间的工作。
客房服务中心统一接收服务信息，通过电话机、寻呼系统等手段，向客服服务员发出指令。即使客房服务中心不能直接为客人提供有关服务，也可以提供调节手段与酒店其他部门共同完成。 与前厅的协调
(1)、做好楼层中墙纸、地毯、家具、电器的维修、保养记录。根据楼层服务员报告，及时通知保养班职员。 (2)房态控制
(3)档案管理。有关客房部所有的档案资料都由客房服务中心分类保管，并及时补充、更新和整理。
与客人之间的协调
失物处理。整个酒店捡失物品的登记造册、储存管理、招领送还等工作都由客房服务中心负责。如果超过规定时间无人认领，则按酒店规定处理。 (4)接受楼层服务员对房间客人耗用酒水情况的报账，输入电脑，并与前台部和财务部保持密切联系。协助财管班对楼层酒水耗用的统计及转交每日楼层酒水的销售记录。 (5)安排客人要求的婴儿看护或其他特别服务。完成主管或部门经理的临时性工作安排。 3.出勤管理
监督客舱员工的出勤情况，并进行考勤统计和管理。客房员工上、下班都必须到客房服务中心签到或打卡，从而方便了对员工安排，有利于加强员工管理。防止代签或代人打卡。禁止视而不见，姑息迁就，有关问题要及时向部门反映。
4.分配清扫房间
邮轮客舱服务中心文员会按照邮轮房间实际人住情况，为当班的客舱清扫员分配好要清洁的房间。 5.钥匙管理
负责邮轮客舱部门所有钥匙、内部房卡的发放、回收和保管工作。客房部所使用的工作钥匙都统一归客房服务中心管理，包括各班次的钥匙发放、收回、登记、丢失、检查等工作。因此，客房服务中心应建立一套完善的钥匙管理制度。
客房部所有的钥匙都由客房服务中心统一保管、维护(总控卡除外)。客房所有工作钥匙和钥匙卡均由客房服务中心直接发放到该使用区域的使用者手中，并由该员工在钥匙控制本上签字确认，客房服务中心亦签字确认。按照“谁签字谁负责”的原则，在使用过程中若出现钥匙的丢失、人为损坏等事情，均由签字人承担责任。
严禁为陌生人开门。只有在两种情况下，才能为无房卡的住客开门：一是可以百分之百的肯定该客人正是该房间住客，而且未结账离店;二是接到经理、领班或接待员的通知要求服务员开门的。
员工如因工作需要使用工作钥匙，必须履行签领手续，然后将钥匙扣在腰带上后，方可离开客房服务中心到楼层工作。同时，钥匙接受人在接受钥匙之前，必须检查钥匙的完整与否，若在签字之后才发现，一律由接受人负责此损失
员工下班时应当交回所领钥匙，严禁带离工作岗位或公司，然后在钥匙控制表上签名。收回钥匙时，客房服务中心应当检查钥匙的完整与否，否则，由客房服务中心承担其后果。
二、客舱楼层区域
客舱楼层区域由各种不同房型的客舱组成，是客人休息的场所。每一层都设有供客舱眼务员使用的工作间，客舱服务员的任务包括
(1)负责客舱及楼层的设施设备的管理以及简易维修和保养等 (2)负责客舱及辖区的清洁卫生，客舱内用品的替换。 (3) 为客人提供相应的需求服务。
三、邮轮公共区域
邮轮公共区域( Cruise Public Area)→般称为PA ，主要工作包括：
(1)负责邮轮各部门办公室、餐厅、公共洗手间、接待大厅、电梯间、通道、楼梯、甲板区均以及门、窗等公共区域的清洁工作。
(2)负责客舱楼层区域的地毯、软面家具的清洁和保养工作。 (3)负责邮轮公共区域装饰花卉的绿化及清洁工作。
(4)在公共区域清洁过程中，随时检查设施和设备是否正常运转以及故障报修
第三篇：客舱乘务员服务规范用语指南
模块一：登机迎客服务
1. 您好!早上好!中午好!晚上好!欢迎您登机，见到您很高兴!
Good morning (afternoon /evening)
/welcome aboard! / nice to meet you! 2. 很乐意为您服务!
It’s my pleasure to serve you! 3. 您好，欢迎您的到来!
Hello，welcome!
4. 您好，欢迎您选择川航的班机!
Hello，Thank you for choosing Sichuan Airlines.
Welcome to Sichuan Airlines. 5. 需要我帮您安排座位吗?
Can I help you to arrange your seat? 6. 您的座位号码在行李架下方有亮灯指示/您的座位号码在行李架的边缘处，请您对号入座。
The seat number is marked under the overhead compartment/ on the edge of the compartment，please takes your seat. 7. 您的行李物品请有秩序的摆放入行李架内…谢谢!/小件物品可以放入座椅下方靠前位置 …谢谢!
Please put your baggage in the overhead compartment or under the seat in front of you. Thank you.
8.先生/小姐:您好!亲您侧身让身后旅客先通过，以避免客舱拥堵。谢谢!(适用于通道堵塞时)
Excuse me，sir/ miss，could you please stand aside (and give way to other passengers? Thank you. 9. 您好!先生/小姐：请您出示一下登机牌/可以看一下您的登机牌吗?…不好意思，您的座位在x排x座，是前面/后面的座位，您这边请…(适用于旅客坐错座位时需调整时)
Excuse me, sir/miss, Could you please show me your boarding pass? (Your seat number is __，in the __ row. It is in the front / rear of the cabin.)This way, please! 10. 为确保飞行安全，保持飞机配载平衡，请您按登机牌上的号码对号入座。(适用于旅客未对号入座时)
To maintain the balance of the aircraft, please take your assigned seat.
模块二：延误时登机(迎客/送客)服务
1. 欢迎您，让您久等了/ 您辛苦了。
Welcome aboard! Thank you for your waiting! 2. 您慢走，感谢您的理解/支持。
Goodbye. Thank you for your support and understanding.
模块三：安全检查(起飞/着陆) 1. 飞机准备起飞了，请确认您的安全带已经系好。
We are preparing for take-off. (Well take off soon)Please fasten your seat belt. 2. 先生/小姐，请您收起小桌板…谢谢!
Excuse me, sir/miss, please lock your table in place. (Please put your tray table up.)Thank you 3. 先生/小姐，请您调直座椅靠背/ 您的座椅靠背还有些靠后，我再为您调整一下好吗?…谢谢!
Excuse me，sir/miss, would you please put your seat into the upright
position?
先生/小姐，请你关闭手机电源…..谢谢。
Excuse me, sir/miss, please turn off your mobile phone。Thank you。 5 先生/小姐，请确认您的手机是否已经关闭。
Excuse me, sir/miss, please make sure that your mobile phone has been turned off。
6 先生/小姐，请您关闭所有电子设备。
Excuse me, sir/miss，please turned off all your electronic devices。 7 先生/小姐：您好!请你协助我们打开遮光板{适用于靠窗旅客}，谢谢。
Excuse me, sir/miss,
would you please help me to put down the window shade，thank you。
8 先生/小姐：您好!请问毛毯可以回收了吗?如果您还需要使用，请您在离机时放在座位上，谢谢。
Excuse me, sir/miss,
may I get your blanket back ?
If you still need it 。pleas put it on your seat when you leave。Thank you。
模块四： 餐饮服务。
— — 头等舱 — 饮料服务 —
1 先生/小姐：您好!我们的飞机预计在X点X分到达，现在是X点X分，请问你愿意在什么时候用餐?| 请问你需要喝点什么?(递上饮料单)
Excuse me, sir/miss, our estimated arrival time (arrival time0is — 。 May I ask what time to have meal? | would you like something to drink ? 2
请问您需要加冰吗?(适用于提供冷饮｝
Would you like some ice??
3 热饮烫口， 请您小心 !| 请小心饮用热饮(适用于提供热饮)
Be careful ，the drink is hot 。{it’s hot｝
4布置餐桌
先生/小姐：您好!现在可以为您布置餐桌吗?| 现在为你铺上餐桌巾布，让我为你打开小桌板好吗?|麻烦你打开小桌板好吗?
谢谢!
Excuse me, sir/miss, I’m now setting the table for you? may I fetch the table for you?could you please fetch your table ?thank you.
一 正餐服务
先生/小姐：您好!这是为您准备的正餐冷荤套盘，请您慢用，稍后还会为您提供主食…
Excuse me Sir/Miss, your cold dish, please. We will serve the main course for you later. 2 先生/小姐：您好!今天为您准备的主食是XX米饭、XX面条，请问您喜欢哪一种呢?
XX rice and XX noodles are available. Which one do you prefer? 一点心服务
先生/小姐：您好!这是为您准备的点心套餐冷荤套盘，请你慢用…
Excuse me Sir/Miss, your cold dish, please. 一小食品/水果服务 1 先生/小姐：您好!这是为您准备的水果拼盘，请您慢用…
Sir/Miss, please enjoy some fresh fruit. 2 先生/小姐：您好!这是为您准备的小食品，有XX，请您随意选用…
Sir/Miss, please enjoy some snakes. 一回收
1 先生/小姐：请问可以给您收走吗?
Excuse me Sir/Miss, Have you finished your dinner? 2
请问可以为您清理小桌板了吗?
Excuse me, may I clean the table for you? 一餐后热饮 1 先生/小姐：请问您餐后需要什么热饮吗?我们有准备…
Excuse me Sir/Miss, would you like to have some hot drink after meal? We have… 2 热饮烫口，请小心饮用热饮!
Excuse me Sir/Miss, the drink is hot, please be careful. 一一普通舱 一饮料服务
1先生/小姐：您好!请问您需要什么饮料?我们为您准备了…，请您选用。
Excuse me Sir/Miss, would you like some beverages? We have…
2请问您需要加冰吗?(适用于提供冷饮)
Would you want to add some ice?
3热饮烫口，请您小心!/请小心饮用热饮(适用于提供热饮)
Please
be careful, the drink is hot,
4先生/小姐：这是您需要的XX(饮料)，请你慢用。
Sir/Miss, your drink, please. 一放置桌板
您的小桌板放置在座椅扶手里边，需要我帮您取出来吗?(适用于普通舱第一排及出口座位旅客)
Your table is in the armrest of your seat. May I fetch it for you? 一正餐服务
1 先生/小姐：您好!今天为您准备有XX米饭、XX面条，请问您喜欢哪种口味呢?备注：正餐航段选才餐时，应按照配备的餐食品种介绍菜名(如：红烧肉米饭、香菇鸡肉米饭、土豆烧牛腩米饭、双椒碎肉面……)
Excuse me Sir/Miss; We are preparing the xx rice noodles today. Which one do you prefer? 2 请问辣椒酱(开胃菜)吗?
Would you like some chill sauce (appetizer)?
3 请需要辣椒酱的旅客麻烦您打开热食盒，我们为您送上，谢谢!
-Chili sauce? -Please open your hot meal box, we will serve it soon.. 4
请问需要添加热食吗?(适用于热食有富余可以添加时)
Would you like some more?
4先生/小姐：请您接好，请您慢用。
Excuse me Sir/Miss; please enjoy it. 一点心服务/矿泉水/小食品服务 1 先生/小姐：您好!请用点心餐。/这是为您准备的点心餐，请您慢用。
Excuse me Sir/Miss: we are preparing the refreshments for you，please enjoy it. 2 先生/小姐：您好!这是为您准备的小食品/矿泉水，请您慢用。
Excuse me Sir/Miss: your snakes/your mineral water, please. 一添加服务 1 请问您需要添加什么饮料吗?请问您还需要添加饮料吗?
Excuse me, would you like more? 2 需要添加饮料的旅客请您将水杯滴出，谢谢!
Excuse me, would you like more? 3 请问你需要添加茶水?咖啡吗?
Excuse me Sir/Miss: would you like some tea/coffee? 一回收服务
先生/小姐：您好!请问您用好了吗?
Excuse me Sir/Miss: have you finished? 3 先生/小姐：您好!请问可以为您清理小桌板了吗?
Excuse me, may I clean the table for you? 4 请将您用完的餐盒、水杯递出，我们为你清理(小桌子)，谢谢! /请将
您需要清理的物品递出，我们为您清理(小桌子)，谢谢!
Excuse me sir/Miss, have you finished? May I clean the table for you? 一餐车通道进行时
餐车经过，请您小心···餐车经过，通道两边的旅客请您当心···
Food cart is moving, please be careful 模块五：巡视客舱、呼唤铃服务、会员卡服务
.先生、小姐：您好!请问有什么需要吗?请问有什么可以帮您的吗?
Excuse me sir/Miss what can I do for you? 2 请问需要为您打开阅读灯吗?
Would you need to turn on the on reading light?
3 请问您感觉客舱温度还合适吗?
How about the cabin temperature? 4 请问您的小桌子板需要清理吗?
Could l clean the table for you? 5 请问需要办理会员卡吗?
Would you like to apply for a membership card? 模块六：送客服务
1 在见，期待您的再度光临! Goodbye we hope to see you again! 2 谢谢您的支持!
Thank you for your support. 3 旅途愉快或祝您旅程顺利!
Have a nice trip
4 请您走好!或慢走!
Goodbye 5 请当心台阶!
Watch you step please!
Be careful(take care)
第四篇：客舱广播词
目
录
一、正常情况„„„„„„„„„„„„„„„„„„„„„„„„„„„„5
1、 登机广播„„„„„„„„„„„„„„„„„„„„„„„„„„ 5
2、 舱门关后„„„„„„„„„„„„„„„„„„„„„„„„„„ 5
3、 致词„„„„„„„„„„„„„„„„„„„„„„„„„„„„ 5 A. 正常情况(鞠躬)„„„„„„„„„„„„„„„„„„„„ 5 B. 正常情况„„„„„„„„„„„„„„„„„„„„„„„„ 5 C. 短时间延误„„„„„„„„„„„„„„„„„„„„„„„ 6 D. 长时间延误„„„„„„„„„„„„„„„„„„„„„„„ 6 E. 支线航班„„„„„„„„„„„„„„„„„„„„„„„„ 6
4、 安全演示„„„„„„„„„„„„„„„„„„„„„„„„„„ 7 A. 安全演示录像„„„„„„„„„„„„„„„„„„„„„„ 7 B. 安全演示示范„„„„„„„„„„„„„„„„„„„„„„ 7
5、 起飞前安全检查„„„„„„„„„„„„„„„„„„„„„„„ 8 A. 白天„„„„„„„„„„„„„„„„„„„„„„„„„„8 B. 夜间„„„„„„„„„„„„„„„„„„„„„„„„„„8
6、 驾驶舱发出起飞信号后„„„„„„„„„„„„„„„„„„„„8
7、 起飞后广播„„„„„„„„„„„„„„„„„„„„„„„„„9 A.国内航班„„„„„„„„„„„„„„„„„„„„„„„„9 B.国际/地区航班„„„„„„„„„„„„„„„„„„„„„„9 C.短程航线„„„„„„„„„„„„„„„„„„„„„„„„10
8、 电影节目„„„„„„„„„„„„„„„„„„„„„„„„„„10 A. 可选择频道的飞机„„„„„„„„„„„„„„„„„„„„11 B. 不可选择频道的飞机„„„„„„„„„„„„„„„„„„„11
9、 餐前广播„„„„„„„„„„„„„„„„„„„„„„„„„„11
10、 旅客计划广播„„„„„„„„„„„„„„„„„„„„„„11
11、 填写入境卡„„„„„„„„„„„„„„„„„„„„„„„11
12、 机上免税品销售„„„„„„„„„„„„„„„„„„„„„12
13、 夜间飞行„„„„„„„„„„„„„„„„„„„„„„„„12
14、 颠簸„„„„„„„„„„„„„„„„„„„„„„„„„„12 A. 颠簸„„„„„„„„„„„„„„„„„„„„„„„„„„12 B. 持续颠簸„„„„„„„„„„„„„„„„„„„„„„„„ 13
15、 预报到达时间(回收毛毯、耳机)„„„„„„„„„„„„„13 A. 国内航班„„„„„„„„„„„„„„„„„„„„„„„„13 B. 国际航班„„„„„„„„„„„„„„„„„„„„„„„„ 13
16、 各国检疫规定„„„„„„„„„„„„„„„„„„„„„„14
17、 喷洒药物„„„„„„„„„„„„„„„„„„„„„„„„14
18、 下降时安全检查„„„„„„„„„„„„„„„„„„„„„14
19、 驾驶舱发出着陆信号后„„„„„„„„„„„„„„„„„„14 20、 中途落地„„„„„„„„„„„„„„„„„„„„„„„„14 A. 国内航班„„„„„„„„„„„„„„„„„„„„„„„„14 B. 国际航班(国内经停)„„„„„„„„„„„„„„„„„„ 15
1 C. 国际航班(国际经停)„„„„„„„„„„„„„„„„„„
16
21、 终点站落地„„„„„„„„„„„„„„„„„„„„„„„ 17 A. 国内航班„„„„„„„„„„„„„„„„„„„„„„„„ 17 B. 国际/地区航班„„„„„„„„„„„„„„„„„„„„„„ 17
22、 首尔(汉城)落地„„„„„„„„„„„„„„„„„„„„ 18
23、 广州---洛杉矶起飞后„„„„„„„„„„„„„„„„„„„ 18
24、 洛杉矶---广州起飞后„„„„„„„„„„„„„„„„„„„ 19
二、特殊情况„„„„„„„„„„„„„„„„„„„„„„„„„„„„ 20
(一) 起飞前„„„„„„„„„„„„„„„„„„„„„„20
25、等待旅客等机„„„„„„„„„„„„„„„„„„„„„„„„ 20 a. 旅客已办完手续„„„„„„„„„„„„„„„„„„20 b. 旅客未办完手续„„„„„„„„„„„„„„„„„„20 c. 等待中转旅客„„„„„„„„„„„„„„„„„„„20
26、旅客未等机，查找行李„„„„„„„„„„„„„„„„„„„„„21
27、查机票、查护照„„„„„„„„„„„„„„„„„„„„„„„„21
28、飞机清舱„„„„„„„„„„„„„„„„„„„„„„„„„„„21
29、清点旅客„„„„„„„„„„„„„„„„„„„„„„„„„„„21 30、等待随机文件„„„„„„„„„„„„„„„„„„„„„„„„„21
31、航空管制„„„„„„„„„„„„„„„„„„„„„„„„„„„22
32、等待起飞„„„„„„„„„„„„„„„„„„„„„„„„„„„22
33、机械故障„„„„„„„„„„„„„„„„„„„„„„„„„„„22
34、故障已排除„„„„„„„„„„„„„„„„„„„„„„„„„„22
35、需要到候机厅等待„„„„„„„„„„„„„„„„„„„„„„„22
36、换乘飞机„„„„„„„„„„„„„„„„„„„„„„„„„„„23
37、临时增加配餐„„„„„„„„„„„„„„„„„„„„„„„„„23
38、装货等待„„„„„„„„„„„„„„„„„„„„„„„„„„„23
39、货物超载、卸货„„„„„„„„„„„„„„„„„„„„„„„„23 40、配平不好/调整座位„„„„„„„„„„„„„„„„„„„„„„„24
41、除冰„„„„„„„„„„„„„„„„„„„„„„„„„„„„„24
(二) 关门后„„„„„„„„„„„„„„„„„„„„„„ 24
42、飞机滑回停机位„„„„„„„„„„„„„„„„„„„„„„„„24
43、录像系统故障„„„„„„„„„„„„„„„„„„„„„„„„„24
44、供水系统故障„„„„„„„„„„„„„„„„„„„„„„„„„24
45、空调系统在地面制冷不佳„„„„„„„„„„„„„„„„„„„„25
46、找医生„„„„„„„„„„„„„„„„„„„„„„„„„„„„25
47、机上有病人备降„„„„„„„„„„„„„„„„„„„„„„„„25
(三) 落地前„„„„„„„„„„„„„„„„„„„„„„ 25
48、由于强逆风飞机推迟落地时间„„„„„„„„„„„„„„„„„„25
49、空中盘旋„„„„„„„„„„„„„„„„„„„„„„„„„„„25 50、备降(降落站天气不好)„„„„„„„„„„„„„„„„„„„„26
51、中途站天气不好直飞„„„„„„„„„„„„„„„„„„„„„„26
52、返航„„„„„„„„„„„„„„„„„„„„„„„„„„„„„26
53、加降加油„„„„„„„„„„„„„„„„„„„„„„„„„„„27
(四) 落地后„„„„„„„„„„„„„„„„„„„„„„ 27 2
54、旅客下机广播„„„„„„„„„„„„„„„„„„„„„„„„„27 A. 女士们、先生们：„„„„„„„„„„„„„„„„„„„„„27 B. 女士们、先生们：„„„„„„„„„„„„„„„„„„„„„„27
55、等待下机„„„„„„„„„„„„„„„„„„„„„„„„„„„27
56、继续滑行„„„„„„„„„„„„„„„„„„„„„„„„„„„27
57、无停机位，旅客们需要在机上等待„„„„„„„„„„„„„„„„27
58、下机时，外面下雨„„„„„„„„„„„„„„„„„„„„„„„28
59、临时着陆„„„„„„„„„„„„„„„„„„„„„„„„„„„28 A. 到候机厅等待„„„„„„„„„„„„„„„„„„„„„„„28 B. 机上等待„„„„„„„„„„„„„„„„„„„„„„„
28 60、航班取消(过夜)„„„„„„„„„„„„„„„„„„„„„„„28 6
1、备降后„„„„„„„„„„„„„„„„„„„„„„„„„„„„29 6
2、延误后对转机旅客的广播„„„„„„„„„„„„„„„„„„„„29 6
3、安抚旅客广播(航班延误时)„„„„„„„„„„„„„„„„„„29 6
4、填写旅客意见卡„„„„„„„„„„„„„„„„„„„„„„„„29 6
5、救生衣的管理„„„„„„„„„„„„„„„„„„„„„„„„„30 6
6、禁烟告示„„„„„„„„„„„„„„„„„„„„„„„„„„„30 6
7、机组休息区„„„„„„„„„„„„„„„„„„„„„„„„„„30 6
8、停止销售免税品(美国)„„„„„„„„„„„„„„„„„„„„30 6
9、广播找人„„„„„„„„„„„„„„„„„„„„„„„„„„„31 70、失物招领„„„„„„„„„„„„„„„„„„„„„„„„„„„31 7
1、生日祝词„„„„„„„„„„„„„„„„„„„„„„„„„„„31 7
2、关于使用卫星电话„„„„„„„„„„„„„„„„„„„„„„„31 7
3、公安人员上机执行公务„„„„„„„„„„„„„„„„„„„„„31 7
4、升舱„„„„„„„„„„„„„„„„„„„„„„„„„„„„„32
三、专机„„„„„„„„„„„„„„„„„„„„„„„„„„„„„„„32 7
5、专机起飞广播„„„„„„„„„„„„„„„„„„„„„„„„„32 7
6、专机落地广播„„„„„„„„„„„„„„„„„„„„„„„„„32 7
7、各国使节„„„„„„„„„„„„„„„„„„„„„„„„„„„33 7
8、劳务专家„„„„„„„„„„„„„„„„„„„„„„„„„„„33 7
9、春运欢迎词„„„„„„„„„„„„„„„„„„„„„„„„„„33 80、两会代表欢迎词„„„„„„„„„„„„„„„„„„„„„„„„34 8
1、运兵„„„„„„„„„„„„„„„„„„„„„„„„„„„„„34 8
2、元旦„„„„„„„„„„„„„„„„„„„„„„„„„„„„„35 8
3、春节期间„„„„„„„„„„„„„„„„„„„„„„„„„„„35 8
4、“三.八”妇女节„„„„„„„„„„„„„„„„„„„„„„„„35 8
5、“五.一”劳动节„„„„„„„„„„„„„„„„„„„„„„„„35 8
6、“六.一”儿童节„„„„„„„„„„„„„„„„„„„„„„„„35 8
7、“八.一”建军节„„„„„„„„„„„„„„„„„„„„„„„„35 8
8、教师节(9月10日)„„„„„„„„„„„„„„„„„„„„„„36 8
9、中秋节„„„„„„„„„„„„„„„„„„„„„„„„„„„„36 90、国庆节„„„„„„„„„„„„„„„„„„„„„„„„„„„„36
四、紧急情况„„„„„„„„„„„„„„„„„„„„„„„„„„„„„36 9
1、客舱起火„„„„„„„„„„„„„„„„„„„„„„„„„„„36
3 9
2、灭火后„„„„„„„„„„„„„„„„„„„„„„„„„„„„36 9
3、客舱释压„„„„„„„„„„„„„„„„„„„„„„„„„„„36 9
4、有准备的陆上迫降„„„„„„„„„„„„„„„„„„„„„„„37 9
5、有准备的水上迫降„„„„„„„„„„„„„„„„„„„„„„„37
一、 正常情况
1、 登机广播
亲爱的旅客朋友们，欢迎来到南航“空中之家”。当您进入客舱后，请留意行李架边缘的座位号码对号入座。您的手提物品可以放在行李架内或座椅下方。请保持过道及紧急出口通畅。如果有需要帮助的旅客，我们很乐意协助您。南方航空愿伴您度过一个温馨愉快的空中之旅。谢谢! Ladies and Gentlemen: Welcome abroad China Southern Airlines. As you enter the cabin, please take your seat as soon as possible. Your seat number is indicated on the edge of the overhead bins. Please put your carry-on baggage in the overhead bin or under the seat in front of you. If you need any assistance, we are glad to help you. We wish you a pleasant journey. Thank you!
2、 舱门关后
亲爱的旅客朋友们：
飞机客舱门已经关闭。为了您的安全，飞行全程请关闭手提电话及遥控电子设备。飞机平飞后，手提
5 电脑可以使用，下降前请关闭。在本次航班上请您不要吸烟。现在请确认您的手提电话已关闭。谢谢您的合作!
Ladies and Gentlemen: The cabin door is closed. For your safety, please do not use your mobile phones and certain electronic devices on board at any time. Laptop computers may not be used during takeoff and landing. Please ensure that your mobile phone is turned off. This is a non-smoking flight, please do not smoke on board. Thank you for your cooperation.
3、 致辞
A. 正常情况(鞠躬) 尊敬的女士们，先生们：
你们好!我是本次航班的(主任)乘务长——，首先我代表南方航空向您致以最诚挚的问候，同时感谢明珠俱乐部会员再次加入我们的航程，很高兴又与您相聚南航“空中之家”。
现在向您介绍我的组员：头等舱乘务长，乘务员——，(公务舱乘务长——，乘务员——，)普通舱乘务长——，乘务员„„。我们的团队将精诚合作，为您带来轻松愉快的旅途!
Good (morning/afternoon/evening), ladies and gentlemen: I am ___ , your (chief ) purser. On behalf of China Southern Airlines, we extend the most sincere greetings to you. And to members of our Sky Pearl Club, it is a pleasear to see you again! Our team is looking forward to making your journey with us, a safe and pleasant one. Thank you! B.正常情况
尊敬的女士们，先生们：
你们好!我是本次航班的(主任)乘务长——，首先我代表南方航空向您致以最诚挚的问候，同时感谢明珠俱乐部会员再次加入我们的航程，很高兴又与您相聚南航“空中之家”。
6 我们的团队将精诚合作，为您带来轻松愉快的旅途! Good (morning/afternoon/evening), ladies and gentlemen: I am ___ , your (chief ) purser. On behalf of China Southern Airlines, we extend the most sincere greetings to you. And to members of our Sky Pearl Club, it is a pleasear to see you again! Our team is looking forward to making your journey with us, a safe and pleasant one. Thank you! C.短时间延误
尊敬的女士们，先生们：
你们好!我是本次航班的(主任)乘务长——，首先我代表南方航空向您致以最诚挚的问候。今天由于——(飞机晚到/机场天气不符和飞行标准/航路交通管制/机场跑道繁忙/飞机故障/等待旅客/装货等待/临时加餐)耽误了您的旅行时间，希望能得到您的谅解。
现在向您介绍我的组员：头等舱乘务长，乘务员——，(公务舱乘务长——，乘务员——，)普通舱乘务长——，乘务员„„。我们的团队将精诚合作，为您带来轻松愉快的旅途!
Good (morning/afternoon/evening), ladies and gentlemen: I am ___ , your (chief ) purser. On behalf of China Southern Airlines, we extend the most sincere greetings to you. We are sorry for the brief delay due to ___(aircraft late arrival/ unfavorable weather conditions/ air traffic control/ airport congestion/ mechanical problems/ waiting for some passengers/ cargo loading/ catering ). Our team is looking forward to making your journey with us, a safe and pleasant one. Thank you! D. 长时间延误
尊敬的女士们，先生们：
你们好!我是本次航班的(主任)乘务长——，今天由于———(飞机晚到/机场天气不符和飞行标准/航路交通管制/机场跑道繁忙/飞机故障/等待旅客/装货等待)造成了较长时间的延误，耽误了您的行程，给您带来了诸多不便，在此，我们深表歉意。我们机组全体成员愿通过加倍的努力、真诚的服务答谢您对我们工作的支持与配合。谢谢!
Good (morning/afternoon/evening), ladies and gentlemen:
I am ___ , your (chief ) purser. We sincerely apologize for the delay due to___(aircraft late arrival/ unfavorable weather conditions/ air traffic control/ airport congestion/ mechanical problems/ waiting for some passengers/ cargo loading).
Together with my team, we will try our best to make the rest of your journey as pleasant and comfortable as possible. We thank you for your patience and understanding. E. 支线航班
尊敬的女士们，先生们：
你们好!我是本次航班的乘务长——，今天很荣幸由我和我的组员——与您一起共度这段愉快的空中之旅，愿我们真诚的服务能为您 7 添上一份好心情。谢谢!
Good (morning/afternoon/evening), ladies and gentlemen: I am ___ , your (chief ) purser. Our team is looking forward to making your journey with us, a safe and pleasant one. Thank you!
4、 安全演示
A. 安全演示录像
女士们，先生们：
现在我们将为您播放安全演示录像，请注意观看。如有疑问，请随时与乘务员联系。谢谢!
Ladies and Gentlemen: May we please have your attention for the safety demonstration? If you have any questions after the safety video, please contact the flight attendants. Thank you! B. 安全演示示范
现在客舱乘务员将为您介绍机上应急设备的使用方法及紧急出口的位置。 Ladies and Gentlemen: We will now take moment to explain how to use the emergency equipment and locate the exits. ● 救生衣在您座椅下面的口袋里(座椅上方)，仅供水上迫降时使用。在正常情况下请不要取出。 Your life vest is located (under/ above) your seat. It may only be used in case of a water landing. Please do not remove it unless instructed by one of your flight
attendants.
使用时取出，经头部穿好。将带子由后向前扣好系紧。
To put your vest on, simply slip it over your head. Then fasten the buckles and pull the straps tight around your waist.
当您离开飞机时，拉动救生衣两侧的红色充气手柄，但在客舱内请不要充气。充气不足时，请将救生衣上部的两个充气管拉出，用嘴向里充气。
Upon exiting the aircraft, pull the tabs down firmly to inflate your vest while inside the cabin. For further inflation, simply blow into the mouth pieces in either side of your vest.
夜间迫降时，救生衣上的指示灯遇水自动发亮。 For water landing at night, a sea –light will be illuminated. ● 氧气面罩储藏在您座椅上方。发生紧急情况时，面罩会自动脱落。
Your oxygen mask is above your head. It will drop down automatically in case of
emergency.
氧气面罩脱落后，请用力向下拉面罩。将面罩罩在口鼻处，把带子套在头上进行正常呼吸。在帮助别人之前，请自己先带好。
When it does so, pull the mask firmly towards you to start the flow of oxygen. Place the mask over your nose and mouth and slip the elastic band over your head. Please put your own mask on before helping others. ● 在您座椅上有两条可以对扣的安全带。当“系好安全带”灯亮时，请系好安全带。解开时，将锁扣打开。拉出连接片。
When the Fasten Seat Belt sign is illuminated, please fasten your seat belt. To fasten your seat belt, simply place the metal tip into the buckle and tighten the strap. To release, just lift up the top of the buckle. ● 本架飞机共有——个紧急出口，分别位于客舱的前部、中部和后部。
There are ___emergency exits on this aircraft. They are located in the front, the
middle and the rear of the cabin respectively. Please note your nearest exit.
在紧急情况下，客舱内所有的红色出口指示灯和白色通道指示灯会自动亮起，指引您从最近的出口撤离。
In case of an emergency, Track Lighting will illuminate to lead you to an exit. White lights lead to red lights which indicate the nearest exit. ● 在您座椅前方的口袋里备有《安全须知》,请您尽早阅读。
For additional information, please review the safety instruction card in the seat pocket. 谢谢您的留意!
Now ,please sit back and enjoy your flight. Thank you!
5、 起飞前安全检查
A. 白天
女士们，先生们：
我们的飞机很快就要起飞了，请您配合客舱乘务员的安全检查，系好安全带，收起小桌板，调直座椅靠背，
11 靠窗边的旅客请您协助将遮光板拉开。
谢谢您的合作!祝您旅途愉快!
Ladies and Gentlemen: We will be taking off shortly. Please be seated, fasten your seat belt and make sure that your tray table is closed, your seat back is in upright position. If you are sitting in a window seat, please help us by opening the sunshade. Thank you! B. 夜间
女士们，先生们：
我们的飞机很快就要起飞了，请您配合客舱乘务员的安全检查，系好安全带，收起小桌板，调直座椅靠背，靠窗边的旅客请您协助将遮光板拉开。同时，我们将调暗客舱灯光，如果您需要阅读，请打开阅读灯。 谢谢您的合作!祝您旅途愉快! Ladies and Gentlemen: We will be taking off shortly. Please be seated, fasten your seat belt and make sure that your tray table is closed, your seat back is in upright position. If you are sitting in a window seat, please help us by opening the sunshade. We will be dimming the cabin lights. If you wish to read, please turn on your reading light.
12 Thank you!
6、 驾驶舱发出起飞信号后
女士们，先生们：
飞机很快就要起飞了，请您再次确认是否系好安全带。谢谢! Ladies and Gentlemen: Our aircraft will be taking off shortly. Please make sure that seat belts are securely fastened. Thank you! 乘务员各就各位。
7、 起飞后广播
A. 国内航班
尊敬的女士们、先生们：
(欢迎您乘坐CZ——航班，本次航班为南方航空公司和——航空公司的代码共享航班)。
我们的飞机已经离开——前往——(中途降落)，由——至——的飞行距离是——公里，飞行时间——小时——分，预计到达——机场的时间是——点——分。
沿着这条航线，我们将飞经——(省/ 自治区)，经过的主要城市有——，我们还将飞越(海洋、山脉、河流、湖泊)。
在飞行全程中，可能会出现因气流变化引起的突然颠簸，我们特别提醒您，注意系好安全带。
旅途中，我们为您准备了(正餐/ 点心/ 小吃)及各种饮料。(为了丰富您的旅途生活，我们还将为您播放机上的娱乐节目。)如果您需要帮助，我们很乐意随时为您服务。
“心飞白云深处，爱在天上人间。”能为您提供最优质的服务，伴您度过轻松愉快的旅程，是我们全体机组成员的荣幸。谢谢! Ladies and Gentlemen: Welcome you aboard China Southern flight CZ___. (This is the code-share flight with___Airlines.) We have lelt ___ for ____(via____). The distance between _____and ____is _____kilometers. Our flight will take ____hours and _____minutes. We expext to arrive at ____airport at______. Along this route, we will be flying over the provindes of ____, passing the cities of___, accrossing over the _____(river, lake, mountain and ocean). For your safety, we strongly recommend that you keep your seat belt fastened at all times whether seated, as there may be unexpected turbulence in flight. Breakfast (lunch, dinner/ refreshments/ snack and beverages have been prepared for you. We will aslo show the in-flight entertainment programmes. ) If you need any assistance, please feel comfortable to contact any one of us. We wish you a pleasant journey. Thank you. B. 国际/ 地区航班
13 尊敬的女士们、先生们：
(欢迎您乘坐CZ——航班，本次航班为南方航空公司和——航空公司的代码共享航班)。
我们的飞机已经离开——前往——(中途降落)，由——至——的飞行距离是——沿着这条航线，我们将飞经——(国家、省/区、城市)，经过的主要城市有——，我们还将飞越(海洋、山脉、河流、湖泊)。
在飞行全程中，可能会出现因气流变化引起的突然颠簸，我们特别提醒您，注意系好安全带。
旅途中，我们为您准备了(正餐/ 点心/ 小吃)及各种饮料。 (为了丰富您的旅途生活，我们还将为您播放机上的娱乐节目。) 在供餐之后，有免税商品(和卫星电话卡)出售，欢迎选购。 如果您需要帮助，我们很乐意随时为您服务。
“心飞白云深处，爱在天上人间。”能为您提供最优质的服务，伴您度过轻松愉快的旅程，是我们全体机组成员的荣幸。谢谢! Ladies and Gentlemen: Welcome you aboard China Southern flight CZ___. (This is the code-share flight with___Airlines.) We have lelt ___ for ____(via____). The distance between _____and ____is _____kilometers. Our flight will take ____hours and _____minutes. Along this route, we will be flying over the provindes of ____, passing the cities of___, accrossing over the _____(river, lake, mountain and ocean). For your safety, we strongly recommend that you keep your seat belt fastened at all times whether seated, as there may be unexpected turbulence in flight. Breakfast (lunch, dinner/ refreshments/ snack and beverages have been prepared for you. We will aslo show the in-flight entertainment programmes. ) If you need any assistance, please feel comfortable to contact any one of us. We wish you a pleasant journey. Thank you. C. 短程航线
尊敬的女士们、先生们：
(欢迎您乘坐CZ——航班，本次航班为南方航空公司和——航空公司的代码共享航班)。
我们的飞机已经离开——前往——，由——至——的飞行距离是——公里，飞行时间——小时——分，预计到达——机场的时间是——点——分。在此，我们特别提醒您，飞行全程中请系好安全带。
沿着这条航线，我们将飞经——(省/ 自治区)，经过的主要城市有——，我们还将飞越(海洋、山脉、河流、湖泊)。
旅途中，我们为您准备了(正餐/ 点心/ 小吃)及饮料。
如果您需要帮助，我们很乐意随时为您服务。
“心飞白云深处，爱在天上人间。”能为您提供最优质的服务，伴您度过轻松愉快的旅程，是我们全体机组成员的荣幸。谢谢!
14 Ladies and Gentlemen: Welcome you aboard China Southern flight CZ___. (This is the code-share flight with___Airlines.) We have lelt ___ for ____(via____). The distance between _____and ____is _____kilometers. Our flight will take ____hours and _____minutes. Along this route, we will be flying over the provindes of ____, passing the cities of___, accrossing over the _____(river, lake, mountain and ocean). For your safety, we strongly recommend that you keep your seat belt fastened at all times whether seated. Refreshments/ snack and beverages have been prepared for you. We will aslo show the in-flight entertainment programmes. ) If you need any assistance, please feel comfortable to contact any one of us. We wish you a pleasant journey. Thank you!
8、 电影节目
A. 可选择频道的飞机 女士们、先生们：
为了丰富您的旅途生活，我们将为您播放南航银翼天地机上娱乐节目。希望您能喜欢。
请您使用耳机，并调节座椅扶手上的音频系统，选择您所喜爱的节目。如需协助，我们十分乐意帮助您。谢谢! Ladies and Gentlemen: We are pleased to offer you our Southern Comfort in-flight entertainment program. We hope you will enjoy it. Please put on your headsets and select the channel which corresponds with the programming that you wish to view. If you have any question, please call your flight attendant for assistance. Thank you! B. 不可选择频道的飞机 女士们、先生们：
为了丰富您的旅途生活，我们将为您播放南航银翼天地机上娱乐节目。希望您能喜欢。
客舱乘务员将向您发放耳机，如需协助，我们十分乐意帮助您。谢谢!
Ladies and Gentlemen: We are pleased to offer you our Southern Comfort in-flight entertainment program. We hope you will enjoy it. Headsets will be available from your flight attendants. If you have any queations, please feel comfortable to tell us. Thank you!
9、 餐前广播
女士们、先生们：
我们将为您提供餐食(点心餐)及各种饮料，希望您能喜欢。在用餐期间，请您调直座椅靠背，以方便后排的旅客。如需要帮助，我们很乐意为您服务。谢谢!
15 Ladies and Gentlemen: In a few moments, the flight attendants will be serving meal (snacks) and beverages. We hope you will enjoy them. For the convenience of the passenger seated behind you, please return your seat back to the upright position during our meal service. If you need any assistance, please feel comfortable to contact us. Thank you!
10、 常旅客计划广播
尊敬的旅客朋友们：
“真情回馈，多飞多得”，南方航空明珠俱乐部竭诚邀请您加入我们的常旅客里程奖励计划。如果您想获取申请表或了解更详细的情况，请与客舱乘务员联系。谢谢!
Ladies and Gentlemen: China Southern Airlines’ Sky Pearl Club offers you numerous opportunities for free travel, free upgrades and additional bonuses. The more you fly – the more you earn. We invite you to become a member of the Sky Pearl Club today. Membership application forms are available from your flight atteddant. Thank you!
11、 填写入境卡
女士们、先生们：
现在我们为您提供申报单和入境卡。(除当地公民外，所有旅客都要填写入境卡。)为了缩短您在——机场的停留时间，请您在飞机着陆前填好，落地后交予海关和移民局工作人员。
如需要帮助，请与乘务员联系，谢谢!
Ladies and Gentlemen: In order to speed up your arrival formalities at ____Airport, all passengers, including minors(who are not local citizens), are advised to complete all entry forms for Customs, Immigration and Quarntine before landing. If you have any questions, please contact the flight attendant. Thank you!
12、 机上免税品销售
女士们、先生们：
我们将进行机上免税品销售，为您提供优质名牌货品，欢迎选购!各种货品均有美元价格。如果您想了解其它货币标价，请咨询乘务员。(为了方便您购物，我们可以接受美元旅行支票和国际信用卡。)在您座椅前方的口袋里备有购物指南供您查阅。谢谢!
Ladies and Gentlemen: For passengers interested in purchasing Duty Free items, we have a wide selection for sale on this flight. All items are priced in US dollars. Please check with the flight attendant for prices in other currencies (We also accept major International credit cards as well as U.S. traveler’s cheques).
Detailed information can be found in the Duty Free Catalog in the seat pocket in front of you. Thank you!
13、 夜间飞行
女士们、先生们：
为了您在旅途中得到良好的休息，我们将调暗客舱灯光。请保持客舱 16 安静。如果您需要阅读，请打开阅读灯。
我们再次提醒您，在睡觉期间请系好安全带。如果需要我们的帮助，我们很乐意随时为您服务。谢谢! Ladies and Gentlemen:
To ensure a good rest for you, we will be dimming the cabin lights. If you wish to read, please turn on the reading light. Because your safety is our primary concern, we strongly recommend you to keep your seat belt fastened throughout the flight. Your cooperation in keeping the cabin quiet is appreciated. Should you need any assistance, please contact us! Thank you!
14、 颠簸
A. 颠簸 女士们、先生们： 请注意!
受航路气流影响，我们的飞机正在颠簸，请您尽快就座，系好安全带。颠簸期间，为了您的安全，洗手间将暂停使用，同时，我们也将暂停客舱服务。(正在用餐的旅客，请当心餐饮烫伤或弄脏衣物。)谢谢! Ladies and Gentlemen:
Our aircraft is experiencing some turbulence. Please be seated as soon as possible, fasten your seat belt. Do not use the lavatories. And we regret that we are unable to serve you at this time. (Please watch out while taking meals). Thank you! B. 持续颠簸 女士们、先生们： 请注意!
我们的飞机正经过一段气流不稳定区，将有持续的颠簸，请您坐好，系好安全带。颠簸期间，为了您的安全，洗手间将暂停使用，同时，我们也将暂停客舱服务。(正在用餐的旅客，请当心餐饮烫伤或弄脏衣物。)谢谢! Ladies and Gentlemen: Our aircraft is now passing through an area of rough air. The turbulence will last for some time. Please be seated, fasten your seat belt. Do not use the lavatories. And we regret that we are unable to serve you at this time. (Please watch out while taking meals). Thank you!
15、 预报到达时间(回收毛毯、耳机)
A. 国内航班 女士们、先生们：
我们的飞机预计在——点——分到达——机场，根据现在收到的气象预报，当地的地面温度为——。(现在正在下雨/ 雪)。 (由于温差较大，需要更换衣物的旅客，请提前做好准备)。 飞机即将进入下降阶段，(我们将停止节目播放，谢谢您的欣赏。)请您将(耳机和)使用过的毛毯准备好，乘务员将前来收取。谢谢!
Ladies and Gentlemen: We will be landing soon at ___airport at ___. The outside temperature is ___degree Celsius (or degrees Fahrenheit). (And it is raining/ snowing
17 outside.) (Because of the temperature difference, those who wish to change clothes, please get yourselves ready. ) We will start our final descent soon. (and we hope you have enjoyed our in-flight entertainment program. ) Please have your (headsets and) blanket ready for collection by your flight attendant. Thank you for your assistance! B. 国际航班
女士们、先生们：
我们的飞机预计在当地时间——月——日——点——分到达——机场，当地时间比北京时间早/ 晚——小时。根据现在收到的气象预报，当地的地面温度为——。(现在正在下雨/ 雪)。
(由于温差较大，需要更换衣物的旅客，请提前做好准备)。 飞机即将进入下降阶段，(我们将停止节目播放，谢谢您的欣赏。)请您将(耳机和)使用过的毛毯准备好，乘务员将前来收取。谢谢! Ladies and Gentlemen: We will be landing soon at ___airport at ___. ——of ___(date) by the local time ,which ____ hours ahead / behind Beijing time.The ground temperature is ___degree Celsius (or degrees Fahrenheit). (And it is raining/ snowing outside, please get your umbrella ready.) (Because of the temperature difference, those who wish to change clothes, please get yourselves ready. ) We will start our final descent soon. (and we hope you have enjoyed our in-flight entertainment program. ) Please have your (headsets and) blanket ready for collection by your flight attendant. Thank you for your assistance!
16、 各国检疫规定
女士们、先生们：
根据——(国)检疫规定，在——入境的旅客不能随身携带新鲜水果，肉类，植物及鲜花等。如果您已带上飞机，请您在着陆前处理完，或交给乘务员处理。谢谢! Ladies and Gentlemen:
According to the ___quarantine regulations, passengers may not bring in fresh fruits, cut flowers, plants or meat products. Passengers who are in possession of such items are kindly requested to dispose of them or present them to any flight attendant before landing. Thank you!
17、 喷洒药物
女士们、先生们：
根据——政府的要求，我们将对本架飞机喷洒药物。如果您对喷洒药物有过敏反应，我们建议您在喷药时用手绢捂住口鼻。谢谢! Ladies and Gentlemen:
As required by the ____government, we will be spraying the cabin against insects infestation. If you are sensitive to this non-toxic spray, we recommend that you place a handkerchief or napkin over your nose and mouth during the spraying. Thank you!
18、
下降时安全检查
18 女士们、先生们：
现在飞机已经开始下降。请您配合我们的安全检查，系好安全带，收起小桌板，调直座椅靠背，靠窗边的旅客请协助将遮光板打开。请您关闭手提电脑及电子设备，并确认手提物品已妥善安放。同时我们还要提醒您，在飞机着陆及滑行期间，请不要开启行李架提拿行李物品。(稍后，我们将调暗客舱灯光。)谢谢!
Ladies and Gentlemen: We are beginning our final descent. Please take your seat and fasten your seat belt. Seat backs and tray tables should be returned to upright position. If you are sitting beside a window, please help us by putting up the sunshades. All laptop computers and electronic devices should be turned off at this time and please make sure that carry-on items are securely stowed. And for your safety, we kindly remind you that during the landing and taxiing, please do not open the overhead bin. (We will be dimming the cabin lights for landing). Thank you!
19、 驾驶舱发出着陆信号后
女士们、先生们：
飞机很快就要着陆了，请您再次确认是否系好安全带。谢谢您的配合!
Ladies and Gentlemen: Our aircraft will be landing shortly. Please make sure that your seat belts are securely fastened. Thank you! 乘务员各就各位!
20、 中途落地
A. 国内航班
女士们、先生们：
我们的飞机已经降落在本次航班的中途站——机场，外面的温度——。
飞机还需要滑行一段时间，请保持安全带扣好，不要打开手提电话。等飞机安全停稳后，请您小心开启行李架，以免行李滑落，发生意外。
到达——的旅客，请带好您的全部手提物品(先)下飞机，您的交运行李请在到达厅领取。
(旅客下机)：继续前往——的旅客，当您下机时，请带好您的机票/ 等机牌，向地面工作人员领取过站等机牌，到候机厅休息等候。我们的飞机将在这里停留——分钟左右，您的手提物品可以放在飞机上，但贵重物品请您随身携带。
(旅客不下机)：继续前往——的旅客，请在飞机上休息等候。本架飞机大约将在——分钟后起飞。
感谢您与我们共同度过这段美好的行程!(我们再次感谢您在航班延误时对我们工作的理解与配合。)
Ladies and Gentlemen: We have just landed at ____airport. The temperature outside is _____degrees Celsius (or ______degrees Fahrenheit.) Please remain seated until our aircraft stops completely. Please use caution when retrieving items from the overhead bin.
19 Passengers leaving the aircraft at this airport, please take all your belongings when you disembark. Your checked baggage may be claimed in the baggage claim area. (旅客下机)：Those passengers continuing to_____, when you disembark, please take your ticket or boarding pass with you, and obtain a transit boarding card from the ground staff, then proceed to the waiting hall. We will be here for about ______ minntes. Your hand baggage may be left on board but take your valuables with you. (旅客不下机)：Those passengers continuing to _____, please wait on board. We will take off in about _____minutes. (Once again, we apologize for the delay of our flight). Thank you for flying with us. Have a pleasant day! B. 国际航班(国内经停) 女士们、先生们：
我们的飞机已经降落在本次航班的中途站——机场，外面的温度——。
飞机还需要滑行一段时间，请保持安全带扣好，不要打开手提电话。等飞机安全停稳后，请您小心开启行李架，以免行李滑落，发生意外。 (国内段)：到达——的旅客，请带好您的全部手提物品(先)下飞机，您的交运行李请在到达厅领取。 (国际段)：到达——的旅客，请您准备好护照及全部手提物品到到达厅办理入境手续，您的交运行李请在到达厅领取。
继续前往——的旅客请注意：飞机在这里大约停留——小时左右。当您下机时，请向地面工作人员领取过站等机牌。请您在本站办理出(入)境及检疫手续。根据中华人民共和国海关规定，请将您的全部手提物品带下飞机，接受海关检查。对遗留在飞机上的、未经海关检查的行李物品，将由海关人员处理。(国际段：交运行李的海关手续将在——办理。)
(我们将在——更换机组。)感谢您与我们共同度过这段美好的行程!(我们再次感谢您在航班延误时对我们工作的理解与配合。) Ladies and Gentlemen: We have just landed at ____airport. The temperature outside is _____degrees Celsius (or ______degrees Fahrenheit.) Please remain seated until our aircraft stops completely. Please use caution when retrieving items from the overhead bin. (国内段)：Passengers leaving the aircraft at this airport, please take all your belongings when you disembark. Your checked baggage may be claimed in the baggage claim area. (国际段)：Passengers leaving the aircraft at this airport, please take your passport and all your belongings to complete the entry formalities in the terminal. Your checked baggage may be claimed in the baggage claim area. Passengers continuing to_____, attention please! The aircraft will stay here for about____hour(s). When you disembark, please get your transit card from the ground staff, and complete your entry formalities (exit formalities)
20 and quarantine here. According to Customs regulations of the People’s Republic of China, please take all carry-on items with you when you go through Customs. Any baggage left on board will be handed by the Customs. (国际段 Formalities for checked baggage will be complete at _____.) (Your crew will be changing here.) (Once again, we apologize for the delay of your flight.) Thank you for flying with us. Have a pleasant day! C. 国际航班(国际经停) 女士们、先生们：
飞机已经降落在———机场。(当地时间——月——日——点——分)外面的温度为——。飞机还需要滑行一段时间，请保持安全带扣好，不要打开手提电话。等飞机完全停稳后，请您小心开启行李架，以免行李滑落发生意外。
到达——的旅客，请您准备好护照及全部手提物品到候机厅办理出(入)境手续，您的交运行李请在到达厅领取。 继续前往——的旅客请注意：
飞机在这里大约停留——小时。当您下机时，请向地面工作人员领取过站等机牌。请您在本站办理出(入)境及检疫手续。根据——海关规定，请您将您的全部手提行李带下飞机，接受海关检查。对遗留在飞机上的、未经海关检查的行李物品，将由海关人员处理。交运行李的海关手续将在——办理。
(我们将在——更换机组。)感谢您与我们共同度过这段美好的旅程!(我们再次感谢您在航班延误时对我们工作的理解与配合。) Ladies and Gentlemen: We have just landed at ____airport. It is ____of_____(date) by the local time. The temperature outside is _____degrees Celsius (or ______degrees Fahrenheit.) Please remain seated until our aircraft stops completely. Please use caution when retrieving items from the overhead bin. Passengers leaving the aircraft at this airport, please take your passport and all your belongings to complete the entry formalities in the terminal. Your checked baggage may be claimed in the baggage claim area. Passengers continuing to_____, attention please! The aircraft will stay here for about____hour(s). When you disembark, please get your transit card from the ground staff, and complete your entry formalities (exit formalities) and quarantine here. According to Customs regulations of the People’s Republic of China, please take all carry-on items with you when you go through Customs. Any baggage left on board will be handed by the Customs. Formalities for checked baggage will be completed at _____. (Your crew will be changing here.) (Once again, we apologize for the delay of your flight.) Thank you for flying with us. Have a pleasant day!
21、
终点站落地
21 A. 国内航班
亲爱的旅客朋友们：
欢迎您来到——!现在机舱外面的温度——。
飞机还需要滑行一段时间，请保持安全带扣好，不要打开手提电话。等飞机完全停稳后，请您小心开启行李架，以免行李滑落发生意外。
到达——的旅客，请您准备好护照及全部手提物品到候机厅办理出(入)境手续，您的交运行李请在到达厅领取。(需从本站转乘飞机去其它地方的旅客，请到候机厅中转柜台办理。)
(我们再次感谢您在航班延误时对我们工作的理解与配合。)
南方航空，伴您一路春风!感谢您选择中国南方航空公司(与——航空公司的代码共享)航班。我们期待再次与您相会，愿南航成为您永远的朋友!
Ladies and Gentlemen: We have just landed at ____airport. It is ____of_____(date) by the local time. The temperature outside is _____degrees Celsius (or ______degrees Fahrenheit.) Please remain seated until our aircraft stops completely. Please use caution when retrieving items from the overhead bin. When you disembark, please take all your belongings . Your checked baggage may be claimed in the baggage claim area. (Passengers with connecting lights, please go to the transfer counter in the terminal.) (Once again, we apologize for the delay of our flight. We thank you for your cooperation and understanding.) Thank you for choosing China Southern Airlines (and ______Airlines).It has been a pleasure looking after you and we hope to see you again. B. 国际/ 地区航班 女士们、先生们：
欢迎您来到——!当地时间是——月——日——点——分，现在机舱外面的温度——。
飞机还需要滑行一段时间，请保持安全带扣好，不要打开手提电话。等飞机完全停稳后，请您小心开启行李架，以免行李滑落发生意外。下飞机时请带好您的护照及全部手提行李物品到到达厅办理入境手续。您的交运行李请在到达厅领取。(需从本站转乘飞机去其它地方的旅客，请到候机厅中转柜台办理。)
(我们再次感谢您在航班延误时对我们工作的理解与配合。) 南方航空，伴您一路春风!感谢您选择中国南方航空公司(与——航空公司的代码共享)航班。我们期待再次与您相会，愿南航成为您永远的朋友!
Ladies and Gentlemen: We have just landed at ____airport. It is ____of_____(date) by the local time. The temperature outside is _____degrees Celsius (or ______degrees Fahrenheit.)
22 Please remain seated until our aircraft stops completely. Please use caution when retrieving items from the overhead bin. When you disembark, please take all your belongings . Your checked baggage may be claimed in the baggage claim area. (Passengers with connecting lights, please go to the transfer counter in the terminal.) (Once again, we apologize for the delay of our flight. We thank you for your cooperation and understanding.) Thank you for choosing China Southern Airlines (and ______Airlines).It has been a pleasure looking after you and we hope to see you again.
22、 首尔(汉城)落地
女士们、先生们：
我们的飞机已经降落在首尔(汉城)仁川国际机场，当地时间是——点——分，外面的温度。
飞机还需要滑行一段时间，请保持安全带扣好，不要打开手提电话。等飞机完全停稳后，请您小心开启行李架，以免行李滑落发生意外。
如有旅客携带种子、秧苗、鲜水果和蔬菜、鲜花及球茎等植物，下机后请向国际植物检疫部申报。另外，旅客朋友们不得携带韩国政府规定的违禁药品及肉类食品入境。如有携带一万美元以上外汇的旅客，须向海关申报。
下飞机时请带好您的护照及全部手提物品到候机厅办理入境手续。您的交运行李请在到达厅领取。(需从本站转乘飞机去其它地方的旅客，请到候机厅中转柜台办理。)
(我们再次感谢您在航班延误时对我们工作的理解与配合。)
南方航空，伴您一路春风!感谢您选择中国南方航空公司(与——航空公司的代码共享)航班。我们期待再次与您相会，愿南航成为您永远的朋友!
Ladies and Gentlemen Welcome to Seoul Incheon International Airport. The local time is ____am (pm.). The temperature outside is ______degrees Celsius (or ____degree Fahrenheit.) Please remain seated until our aircraft stops completely. Please use caution when retrieving items from the overhead bin. Passengers carrying any plants including seeds, seedlings, fresh fruits, vegetables, flowers and bulls are required to declare them with the Airport Quarantine Office. Those who carry more than 10 Thousand U.S.dollars or equipment amount of foreign currencies are required to declare it with the Customs. When you disembark, please take all your belongings . Your checked baggage may be claimed in the baggage claim area. (Passengers with connecting lights, please go to the transfer counter in the terminal.) (Once again, we apologize for the delay of our flight. We thank you for your cooperation and understanding.) Thank you for choosing China Southern Airlines (and
23 ______Airlines).It has been a pleasure looking after you and we hope to see you again.
23、 广州----洛杉矶起飞后
尊敬的女士们、先生们：
我们的飞机已经离开广州前往洛杉矶，由广州到洛杉矶的飞行距离是——公里，预计空中飞行——小时——分钟。
沿着这条航线，我们的飞机将横跨太平洋，直飞美洲大陆。
在中国境内，我们飞经的城市有广州、赣州、上饶、桐庐、杭州和上海。
在太平洋航线上，我们将飞越东海、日本，穿过国际日期变更线，飞越阿留申群岛，然后到达洛杉矶。
在飞行全程中，可能会出现因气流变化引起的突然颠簸，我们特别提醒您，注意系好安全带。
旅途中，我们为您准备了正餐、宵夜和早餐及各种饮料。为了丰富您的旅途生活，我们还将为您播放机上的娱乐节目。
在供餐之后，有免税商品(和卫星电话卡)出售，欢迎选购。 如果您需要帮助，我们将随时为您服务。
“心飞白云深处，爱在天上人间。”能为您提供最优质的服务，陪您度过轻松愉快的旅程。是我们全体机组成员的荣幸。谢谢!
Ladies and Gentlemen：
Our aircraft has just left Guangzhou for Los Angeles, the distance between Guangzhou and Los Angeles is ____km with the flying time scheduled for ___hours and ____minutes. Along our route, we will fly over the Pacific Ocean directly to California. Within China, we will fly over the East China Sea, Japan, across the International Date Line and Aleutians, until we reach San Francisco, then turning south to Los Angeles. For your safety, we strongly recommend that you keep your seat belt fastened at all times when seated, as there may be unexpected turbulence in flight. Dinner, midnight snacks, breakfast and beverages have been prepared for you. We will aslo show the in-flight entertainment programs. After the meal service, our in-flight sales service (and satellite phone cards sale ) will be available. If you need any assistance, please feel comfortable to contact any one of us. We wish you a pleasant journey. Thank you !
24、 洛杉矶----广州起飞后
尊敬的女士们、先生们：
我们的飞机已经离开洛杉矶前往广州，由洛杉矶到广州的飞行距离是——公里，预计空中飞行——小时——分钟。
沿这条航线，我们的飞机将飞经美国、加拿大、俄罗斯和中国。
在北美大陆，我们将飞越加利福尼亚州、俄勒冈州、华盛顿州和阿拉斯加州。经过的城市有旧金山、西雅图、温哥华和安克雷奇。我们还将穿 24 过国际日期变更线。
进入中国境内，我们飞经的城市有哈尔滨、北京和广州。
在飞行全程中，可能会出现因气流变化引起的突然颠簸，我们特别提醒您，注意系好安全带。
旅途中，我们为您准备了正餐、宵夜和早餐及各种饮料。为了丰富您的旅途生活，我们还将为您播放机上的娱乐节目。
在供餐之后，有免税商品(和卫星电话卡)出售，欢迎选购。
如果您需要帮助，我们将随时为您服务。 “心飞白云深处，爱在天上人间。”能为您提供最优质的服务，陪您度过轻松愉快的旅程。是我们全体机组成员的荣幸。谢谢! Ladies and Gentlemen：
Our aircraft has just left Los Angeles from Guangzhou, the distance between Guangzhou and Los Angeles is ____km with the flying time scheduled for ___hours and ____minutes. Along our route, we will be flying over United States, Canada, Russia and China. With North America, we’ll fly over California, Orego, Washington, and Alaska including the cities of San Francisco, Seattle, Vancouver and Anchorage.
As we proceed eastward, we will fly over the International Date Line. As we enter China, we will fly over the cities of Harbin, Beijing and continued south until we reach Guangzhou. For your safety, we strongly recommend that you keep your seat belt fastened at all times when seated, as there may be unexpected turbulence in flight. Dinner, midnight snacks, breakfast and beverages have been prepared for you. We will aslo show the in-flight entertainment programs. After the meal service, our in-flight sales service (and satellite phone cards sale ) will be available. If you need any assistance, please feel comfortable to contact any one of us. We wish you a pleasant journey. Thank you !
二、 特殊情况
(一)起飞前
25、等待旅客登机
a. 旅客已办完手续
女士们、先生们：
现在有——名旅客已办完登机手续，但仍未登机。请您在座位上稍等片刻。谢谢!
Ladies and Gentlemen：
We are waiting for ____passengers to join us. We expect to depart soon. Thank you!
25 b. 旅客未办完手续
女士们、先生们：
由于部分旅客还没有办完登机手续，他们将很快上机。请您稍等片刻。谢谢!
Ladies and Gentlemen：
We are waiting for some passengers to complete the boarding procedures. Our ground staff has advised us that these passengers will join us shortly. Thank you! c. 等待中转旅客
女士们、先生们：
我们正在等待几位由——中转到我们飞机上的旅客，请您在座位上休息等候，谢谢!
Ladies and Gentlemen：
We are currently waiting for several transit passengers from ____ to join us. During this short delay, please remain in your seat. Thank you!
26、旅客未登机，查找行李
女士们、先生们：
由于有——位旅客办理了登机手续，但未按时登机。为了保证飞行安全，我们必须卸下他们所交运的行李物品，请您在座位上休息等候。(有交运行李的旅客请随时同地面工作人员下飞机认领自己的行李。)谢谢您的合作!
Ladies and Gentlemen：
_____ passengers have completed boarding prodedures, but they haven’t boarded this aircraft yet. For your safety, we must offload their checked baggage. Please be seated and wait for a moment. (And we kindly ask that you disembark and identify your own checked baggage.) Thank you for your cooperation!
27、查机票、查护照
女士们、先生们：
请注意!现在地面工作人员需要对机上旅客的机票 (和护照)进行重新核对，请您配合我们的工作，按登机牌上的座位号就坐。谢谢您的配合!
Ladies and Gentlemen：
Attention please!
The immigration and customs now need to re-check passenger identification. Please be seated in your assigned seat and have your (passport and ) tickets available for the officers’ review. Thank you for your cooperation.
28、飞机清舱
女士们、先生们：
由于现在有——名旅客登机后又决定退票 (由于机上缺少——名旅客，地面人员再三查寻仍未找到)，为确保人机安全，根据规定，我们必须对客舱进行全面的清理和检查。请全体旅客配合我们的工作，带好您的全部手提物品下飞机。下机后，请听从地面工作人员的安排 (认领您 26 的托运行李)，等待安全人员清舱工作结束后在重新登机。谢谢您的配合!
Ladies and Gentlemen：
There is/ are ____ passengers (leaving us without approval, the ground staff cannot find him/ them,) (decided to cancel the trip after he/ they boarded the plane). According to the regulations, we must make a thorough safety check of the cabin. Please carry all your belongings of our ground staff, (identify your checked baggage.) Sorry for the inconventience. Thank you for your cooperation.
29、清点旅客
女士们、先生们：
现在我们需要重新清点机上旅客人数，请您配合我们的工作，在原位坐好，不要在客舱里走动，带小孩的旅客，请您将小孩抱好，洗手间暂时停止使用。谢谢您的合作!
Ladies and Gentlemen：
Now we need to recount the passengers. Please remain in your seat and do not use the lavetories. Passengers traveling with small children are kindly asked to hold them on your laps. Thank you for your cooperation.
30、等待随机文件
女士们、先生们：
我们正在等待地面人员将随机文件送上飞机，请稍等片刻。谢谢!
Ladies and Gentlemen：
We are waiting for the flight documents to be sent onboard, please wait a moment. Thank you!
31、航空管制
女士们、先生们：
我们的飞机正在等待航空管制起飞的命令，请您在座位上休息等候，(我们将等待——分钟)谢谢您的合作!
Ladies and Gentlemen：
We will have a short wait due air traffic control, please wait for a moment. (We will wait here for about____ minutes.) Thank you for your understanding.
32、等待起飞
女士们、先生们：
由于——(航路交通管制/ 机场跑道繁忙/ 机场天气不符和飞行标准/ 机械故障)，目前我们暂时还无法确定起飞时间，(预计等待时间不会太长，)请大家在座位上休息等候，如有进一步的消息，我们会尽快通知您。(在此期间，我们将为您提供饮料服务/ 餐饮服务。)谢谢您的理解与配合!
Ladies and Gentlemen：
Due to ____ (air traffic control /airport congestion /unfavorable weather conditions /mechanical problems), we haven’t been informed about the time of departure yet. Please wait for a moment until we have further information for you, (We will be serving food and beverages while we are waiting for departure.) Thank you!
27
33、机械故障
女士们、先生们：
非常抱歉地通知您，由于飞机故障，维修人员正在积极排除，飞机将推迟起飞，对此我们深表歉意。机组和维修人员会本着严谨敬业的工作态度尽快排除故障，请您在座位上休息等候，进一步的消息我们将随时广播通知您。谢谢您的谅解和支持!
Ladies and Gentlemen：
The captain has informed us that due to a minor mechanical problem with this aircraft that our departure will be delayed. Our maintenance staff is working diligently to sovle this problem. As your safety is our primary concern, please remain in your seat. Further information will be provided as soon as possible. Thank you for your understanding and patience!
34、故障已排除
女士们、先生们：
经过机组和维修人员的努力，现在飞机的故障已经排除，可以安全起飞了。感谢您在等待期间对我们工作的理解和支持，现在请大家回原位坐好。谢谢!
Ladies and Gentlemen：
With the excellent work of our crew and maintenance people, the mechanical trouble is solved. We thank you for your understanding and cooperation. Now please be seated and ready for a safe takeoff. Thank you!
35、需要到候机厅等待
女士们、先生们：
接到机长的通知，由于——天气尚未好转(排除飞机的故障还需要一定的时间)，我们将安排您到候机厅休息等候。请您配合我们的工作，带好您的机票、等机牌下飞机，您的手提物品可以放在飞机上，但贵重物品请您随身携带。进一步的休息地面工作人员将随时广播通知您。对于由此给您带来的不便，我们深表歉意。再次感谢您的理解与配合!
Ladies and Gentlemen：
The captain has informed us that our flight will be delayed because of poor weather conditions (mechanical trouble). We ask that you wait in the terminal. Please take your ticket and boarding pass, and disembark. Your carry-on items may be left onboard, but be sure to carry the valuables with you. Our ground staff will keep you informed of the latest information. Thank you for your understanding and cooperation.
36、换乘飞机
女士们、先生们：
非常抱歉地通知您，由于飞机的故障暂时无法排除，我们将换乘另一架飞机。现在请您带好全部手提物品随同地面人员下飞机。对于由此给您带来的不便我们深表歉意。感谢您的谅解与配合 。
Ladies and Gentlemen：
May I have your attention please!
We regret to inform you that due to mechanical problem we will have to change to another aitcraft. Please take all your belongings when you
28 disembark and follow our ground staff to the new aircraft.
We apologize for any inconvenience. Your understanding and cooperation will be very much appreciated.
37、临时增加配餐
女士们、先生们：
由于临时增加了部分旅客，需要加配餐食，预计等待时间不会太长，请您稍等片刻。谢谢!
Ladies and Gentlemen：
We are waiting for the local catering company to provide us with additional in-flight meals. We should be on our way very soon. Thank you for your understanding.
38、装货等待
女士们、先生们：
由于本架飞机的货物尚未装完，飞机暂时不能起飞，预计等待时间不会太长，请您稍等片刻。谢谢!
Ladies and Gentlemen：
We will have a short delay here as we are awaiting some cargo to be loaded. Please remain in your seat. Thank you for your understanding and cooperation.
39、货物超载、卸货
女士们、先生们：
本架飞机由于货物超载，暂时无法起飞，地面人员正在抓紧时间卸货。预计等待时间不会太长，请您稍等片刻。谢谢!
Ladies and Gentlemen：
The captain has informed us that our flight will have a short delay as this aircraft is overloaded. We are working to solve this problem as soon as possible. During this short delay. Please remain in your seat. Thank you!
40、配平不好/ 调整座位
女士们、先生们：
请注意!为了飞机起飞时的配载平衡，确保飞行安全，请您按照等机牌上的座位号就座(请您在地面工作人员的安排下在——排前/ 后就座)。谢谢您的合作!
Ladies and Gentlemen：
For the balance of the aircraft, please take your assisgned seat (follow the instructions of our ground staff, sit after /before row____). Thank you for your cooperation!
41、除冰
女士们、先生们：
我们的飞机需要除冰，地面工作人员正在抓紧进行清除工作。请您稍等片刻。谢谢!
Ladies and Gentlemen：
The captain has informed us that this aircraft will need deicing prior to departure. Our ground staff is currently working on this and please remain in your seat. Thank you for your understanding.
29
(二) 关门后
42、飞机滑回停机位
女士们、先生们：
我们刚刚接到机长的通知，由于飞机出现一点小故障/ 由于地面人员需要重新核对旅客，飞机现在需要返回停机位。进一步的消息，我们将随时通知您。谢谢您的合作!
Ladies and Gentlemen：
The captain has informed us that ——(there is a minor mechanical trouble with the aircraft/ we need to recheck the passenger manifest), we will return to the parking area. Further information will be provided as soon as possible. Thank you for your cooperation.
43、录像系统故障
女士们、先生们：
由于本架飞机录像系统出现故障，不能为您播放录像节目。请您予以谅解!但我们有音乐节目可供欣赏(请您使用耳机，选择您所喜爱的节目。如果您需要帮助，我们将随时为您服务)。谢谢!
Ladies and Gentlemen：
We regret to inform you that the video system is not available on this flight. Only audio programs can be accessed. (Headsets may be obtained from your flight attendants. If you need any assistance, please do not hesitate to contact us!) Thank you!
44、供水系统故障
女士们、先生们：
非常抱歉地通知您，由于机上供水系统出现故障，(由于天气寒冷，导致供水系统结冰)，我们无法正常向您提供热饮，对此我们深表歉意，希望您予以谅解。谢谢!
Ladies and Gentlemen：
We regret to inform you that because of a problem with our on-board water system we are unable to serve you with hot drinks at this time. Gold beverages including soft drinks and bottled water is available. If you have any questions, please do not hesitate to contact us! We appreciate your understanding.
45、空调系统在地面制冷不佳
女士们、先生们：
由于本架飞机的空调系统在地面停留期间制冷效果不太理想，造成目前机舱温度较高，对给您带来的不适，我们深表歉意。这种情况在飞机起飞后会很快缓解。谢谢!
Ladies and Gentlemen：
As the air conditioning system of this aircraft does not work well on the ground, you may feel a little hot at the moment. We are sorry for this inconvenience. After takeoff, the cabin temperature will get down. Your understanding will be much appreciated.
46、找医生
30
女士们、先生们：
请注意!现在飞机上有一位(重)病人需要帮助，如果您是医生或护士，请立即与我们联系。谢谢!
Ladies and Gentlemen：
May I have your attention please?
We have a passenger in need of medical attention. If you are a physician or medically trained person, please identify yourself to a flight attendant. Thank you!
47、机上有病人备降
女士们、先生们：
请注意!现在飞机上有一位重病人需要尽快抢救，为了保证病人的生命安全，机长决定临时降落在最近的——机场，飞机将在——分钟后到达。我们非常感谢您的理解与支持!
Ladies and Gentlemen：
May I have your attention please?
We have a passenger in need of urgent medical treatment. The Captain has decided to land immediately at _____airport. We expect to arrive there in about ____minutes. Thank you for your understanding!
(三) 落地前
48、由于强逆风飞机推迟落地时间
女士们、先生们：
由于受航路上的强逆风影响，飞机落地时间比原计划推迟——分钟，我们将于——点——分到达——。谢谢!
Ladies and Gentlemen：
Due to the strong head winds, the estimated time of our arrival has pushed back an additional____ minutes. The new arrival time is _____. Thank you!
49、空中盘旋
女士们、先生们：
我们刚刚接到机长的通知，由于——机场——(天气不好/ 能见度较低/ 空中交通繁忙)，我们将在空中盘旋等待。进一步的消息，我们将随时通知您。谢谢!
Ladies and Gentlemen：
Due to____ (unfavorable weather condition, low visibility, heavy traffic) at ____airport, we have been ordered by Air Traffic Control to hold over____(city) until we receive clearance to continue. Further information will be provided as soon as possible. Thank you!
50、备降(降落站天气不好)
女士们、先生们：
非常抱歉地通知您，由于降落站——机场天气不符和飞行标准，目前飞机无法降落，机长决定降落在——机场，待天气好转后再继续飞行。备降后的有关事宜，我们会随时通知您，飞机预计在——点——分到达——机场。谢谢!
31
Ladies and Gentlemen：
Due to unfavorable weather conditions over ____airport, the Captain has decided to land at ____airport and remain there until weather conditions improve. We sincerely regret any inconvenience in this change. We expect to arrive there at_____. Further information will be provided as soon as possible. We appreciate your patience and understanding. Thank you!
51、中途站天气不好直飞
女士们、先生们：
非常抱歉地通知您，由于本次航班的中途站——机场因——(天气不符和飞行标准/ 特殊原因)已经关闭，飞机无法降落，机长决定直接飞往——(终点站)。预计到达机场的时间是——。
原计划在——下机的旅客，我们将在飞机落地后为您联系地面工作人员，他们将会安排相关事宜。对于由此给您带来的诸多不便，请您予以谅解。谢谢!
Ladies and Gentlemen：
May I have your attention please?
Due to unfavorable weather conditions (some reason) over ____airport, the captain has informed us that we will be flying directly to airport. Estimated time of arrival at ___airport is ____. We sincerely regret any inconvenience in this change.
For those passengers planned to disembark in____ airport, our ground staff will take care of your problem. We are sorry for this inconvenience, and appreciate your understanding. Thank you!
52、返航
女士们、先生们：
我们刚刚接到机长的通知，由于(飞机出现了一些机械故障/ 航路天气不符和飞行标准/ 降落站机场关闭)，我们现在必须返回——机场，飞机预计在——点——分到达。对于由此给您带来的诸多不便，请您予以谅解。返航后的有关事宜，我们会随时通知您。谢谢! Ladies and Gentlemen：
Due to——(mechanical trouble /bad weather on the route/ destination airport closedown), the Captain has decided to return to airport. We expect to land there at_____. Further information will be provided as soon as possible. We sincerely regret any inconvenience and appreciate your understanding.
53、加降加油
女士们、先生们：
我们刚刚接到机长的通知，由于航路有(较)强逆风，飞机油料消耗较大，机长决定将在——机场降落加油，到达——(终点站)的时间将会受到影响。飞机将在——分钟后抵达——(加降)机场，对于由此给您带来的不便，请您予以谅解。谢谢! Ladies and Gentlemen：
The captain has informed us that because of very strong head winds, our aircraft must make a special landing at ____airport for refueling. We
32 are sorry for this delay in our flight schedule and we will arrive at____in _____minutes. Thank you for your understanding. (四) 落地后
54、旅客下机广播
A. 女士们、先生们：
我们的飞机停靠廊桥/ 客梯车，请带好您的全部手提物品由前(中、后)登机门下飞机。谢谢!
Ladies and Gentlemen：
Our aircraft will be parked with the boarding bridge/ boarding stairs, please disembark from the front (middle/ rear) entry door. Thank you! B. 女士们、先生们：
我们的飞机将停靠在远机位，下机后，您需要乘坐机场摆渡车到达旅客出口。谢谢!
Ladies and Gentlemen：
Our aircraft will be parked in an outerbay and there will be buses to take you to the terminal. Thank you!
55、等待下机
女士们、先生们：
我们正在等待客梯车(旅客摆渡车，联系部门人员)，请您稍等片刻。谢谢!
Ladies and Gentlemen：We are waiting for the stairs (passenger bus, customs officers, quarantine officers) to be brought up to the aircraft. Please remain in your seat. Thank you!
56、继续滑行
女士们、先生们：
我们的飞机还未到达预定停机位，仍将继续滑行一段时间，为了您和他人的安全，在飞机完全停稳之前，请不要离开座位，开启行李架。谢谢您的合作! Ladies and Gentlemen：
Our aircraft is still on an active runway. For your safety, please remain seated and do not open overhead bin until the aircraft has come to a complete stop. Thank you for your cooperation!
57、无停机位，旅客们需要在机上等待
女士们、先生们：
由于现在停机坪拥挤，暂无停机位，地面工作人员正在积极安排，请您回到座位上稍等片刻。谢谢您的合作! Ladies and Gentlemen：
The parking area has not been cleared for our aircraft arrival and we have been requeated by local Air Traffic Control to hold here. Our ground staff is working on a solution at this time. Please remain in your seat. Thank you for your cooperation!
58、下机时，外面下雨
33 女士们、先生们：
外面刚刚下过雨(外面正在下雨，请您准备好雨具)，下机时请当心滑倒。谢谢! Ladies and Gentlemen：
It is very slippery outside because of rain. Please watch your steps as you disembark. Thank you!
59、临时着陆
A. 到候机厅等待 女士们、先生们：
我们的飞机已经降落在——机场，现在请带好您的机票及贵重物品(全部手提物品)到候机厅休息等候。进一步的消息地面工作人员会随时通知您。谢谢您的合作! Ladies and Gentlemen：
Our aircraft has landed at ____airport. Please gather your tickets, valuables (and all your personal belongings) with you when you disembark and wait in the terminal building. Further information will be provided as soon as possible. Thank you ! B. 机上等待
女士们、先生们：
本架飞机已经降落在——机场，根据机长的要求，我们将在机上等待。 如需协助，我们将随时为您提供服务。如有进一步的消息，我们会随时通知您。谢谢您的合作! Ladies and Gentlemen：
Our aircraft has landed at ____airport. The Captain asked us to wait on board. If you need any assistance, please contact any flight attendants. Further information will be provided as soon as possible. Thank you! 60、航班取消(过夜)
女士们、先生们：
我们刚刚接到机长通知，由于——(天气尚未好转/ 机械故障尚未排除)，我们将取消今天的航班。请您带好全部手提物品准备下飞机。地面工作人员将安排有关事宜。由此给您带来的不便，请您予以谅解。谢谢您的合作! Ladies and Gentlemen：
We regret to inform you that due to the unfavorable weather conditions over____airport (mechanical trouble), the Captain has decided to cancel this flight.
We sincerely apologize for this inconvenience and ask that you gather all your carry-on baggage with you as you leave the plane. Our ground staff will give you further information. Thank you for your understanding and cooperation! 6
1、备降后
女士们、先生们：
本架飞机由于——原因备降在——机场。决定在此站下飞机的
34 旅客，请务必与客舱乘务员或地面工作人员办理相关手续后再离开，以免给我们的后续工作及其他旅客带来不便。谢谢您的合作! Ladies and Gentlemen：
Our aircraft has landed at ____airport due to ____. Those who decided to disembark at this airport, please complete the relevant formalities with the flight attendants or ground staff. Thank you for your cooperation! 6
2、延误后对转机旅客的广播
女士们、先生们：
本次航班由于——原因造成延误，耽误了您的宝贵时间，给您的出行造成了很多不便，我们对此表示歉意。
需要在转机的旅客，请您告诉客舱乘务员，我们将尽快为您联系(这里的南航服务代表)地面工作人员。飞机落地后，将由他们协助您办理转机事宜。如有其他需要，也请随时提出，我们将尽力为您服务。
Ladies and Gentlemen：
We are sorry for the delay of our flight due to ____. Those who planned to transfer at this airport, please approach the flight attendants. We will contact (the China Southern representative ) our ground staff. After landing, they will help you with you connecting flight. If you require any further assistance, we’ d be glad to help you.
63、安抚旅客广播(航班延误时)
女士们、先生们：
现在是(主任)乘务长广播。今天我们的航班由于——(天气不符和飞行标准/ 航空管制/ 机械故障/ 个别旅客)原因造成了延误，您急切的心情我们非常理解，但是，当安全和正点发生矛盾、不能兼顾时，我们会首选安全。我们感谢您的宽容和理解，您的耐心等候和积极配合是对我们工作的巨大支持。我们机组全体工作人员代表南方航空公司再次感谢您的理解与配合。谢谢! Ladies and Gentlemen：
This is your (chief) purser speaking. We are awfully sorry for the delay of our flight due to _____(bad weather conditions/ air traffic control/ mechanical trouble /passnger late arrival).
Because your safety is our primary concern, safety first is our guideline. We thank you for your kind understanding, patience and cooperation. 64填写旅客意见卡
亲爱的旅客朋友们：
感谢您一直以来对中国南方航空公司的关注与支持!南方航空愿成为您的“空中之家”。倾听您的意见，获知您的建议，一直是我们改善、提高服务的重要途径。如果您觉得不满意，请告诉我们，我们将尽力做得最好。现在客舱乘务员将发放意见征询卡，(在客舱里设有旅客意见本)欢迎您留下宝贵意见，能够真诚为您服务，我们感到十分荣幸，并衷心期待与您在度相逢!
35 Ladies and Gentlemen：
Thank you for flying with China Southern Airlines!
We are committed to providing the best in-flight service possible and we’d like to know how we are doing. We are working every day to make every flight the very best possible. Flight attendants are now circulating the cabin to hand out evaluation cards. Please take a moment to share with us your thoughts about out in-flight service. We will collect the completed forms later in this flight.
Thank you for your assistance! 6
5、救生衣的管理
女士们、先生们：
机上救生衣属于飞机应急救生设备，仅供紧急情况下使用。在飞机正常运行中，任何随意移动、搬弄甚至带离飞机的行为都将被视为违法行为，我们将依照有关规定要求相应的赔偿。请大家遵守并配合客舱的安全工作。谢谢! Ladies and Gentlemen：
The life vest on board can only be used under emergency situation. Under normal situation, any action of removal, takeaway is forbidden. Your compliance of the rule is appreciated. Thank you! 6
6、禁烟告示
女士们、先生们：
请注意!
为了您和他人的身体健康，同时为了确保飞行安全，请不要在机上任何区域吸烟。敬请各位合作! Ladies and Gentlemen：
This is a non-smoking flight. Smoking onboard is an offence and is forbidden. Your cooperation is appreciated. Thank you! 6
7、机组休息区
女士们、先生们：
在本次航班中，客舱——排至——排机组休息区域。仅供机组人员休息时使用。谢谢! Ladies and Gentlemen：
Please be advised that from row___ to row____is a rest area for our crew members only. Thank you for your cooperation. 6
8、停止销售免税品(美国)
女士们、先生们：
根据美国当局规定，在——至——区间，停止机内免税品的销售。谢谢!
Ladies and Gentlemen：
According to U.S. Customs regulations, duty-free items may not be sold between___and ____. If you would like to purchase any duty-free items on this flight, please do so before we reach____ or after we leave ____. Thank you! 6
9、广播找人
36 女士们、先生们：
请注意!现在广播找人，——旅客，当您听到广播后，请您到——有人找(与客舱乘务员联系)。谢谢! Ladies and Gentlemen：
May I have your attention please?
Mr. (Mrs., Miss) ____please go to____as someone is looking for you (please contact a flight attendant). Thank you! 70、失物招领
女士们、先生们：
请注意!有哪位旅客在——遗失了物品，请尽快与乘务员联系。谢谢!
Ladies and Gentlemen：
If there is passnger who has lost ___in ____, please notify a flight attendant by pressing the call button. Thank you! 7
1、生日祝词
女士们、先生们：
今天对于就坐于——排——座——(先生/ 女士/ 小朋友)来说是个特别的日子。今天是他/ 她的生日。
——(先生/ 女士/ 小朋友)：我们非常高兴能够在您生日之际与您相会在万里蓝天，请接受我们全体机组人员的真诚祝福，(我们还特别为您送上一份小礼物，希望这段旅途给您留下美好的回忆。)祝您生日快乐，平安如意! Ladies and Gentlemen：
Today is the birthday of Mr. / Mrs. /Miss____, seated in Row No. ____.
On behalf of China Southern Airlines it is our great pleasure to offer birthday greetings to Mr. /Mrs. /Miss____(and we have a gift to him /her).
To Mr. /Mrs./Miss ____, a very Happy Birthday! 7
2、关于使用卫星电话
女士们、先生们：
本架飞机的前部(中、后部)设有国际卫星直拨电话，在您座位前面的口袋里备有说明书，请您阅读，欢迎您使用。谢谢! Ladies and Gentlemen：
This aircraft is equipped with satellite telephones located in the front (middle, rear) of the cabin. You will find an Operation International card in the seat pocket in front of you. If you have any questions, please contact your flight attendant. Thank you!
73、公安人员上机执行公务
女士们、先生们：
我们刚刚接到有关部门的通知，地面公安人员需要上机执行公务，为配合他们的工作，请您在座位上稍等片刻。谢谢您的合作! Ladies and Gentlemen：
37
Members of local law enforcement are currently on board our aircraft and we ask that all passengers remain in your seats. Thank you for your cooperation. 7
4、升舱
女士们、先生们：
本次航班的头等舱(和公务舱)还有部分空余座位。如您需要办理升舱服务，请与乘务员联系。谢谢! Ladies and Gentlemen：
We are pleased to inform you that we have some First Class (and Business Class) seats available on our flight today. If you desire to upgrade, we will be pleased to assist you. Thank you!
三、 专机
75、专机起飞广播
尊敬的——主席(总理、阁下)：
/尊敬的代表团贵宾们：
/尊敬的首长：
女士们、先生们：
你们好!我代表——机组热烈欢迎您乘坐中国南方航空公司专机前往——，我们能有机会为您服务感到非常荣幸。
由——到——的飞行距离是——公里。预计空中飞行时间是——小时——分钟。
祝您旅途愉快!谢谢!
Your Excellency President (Prime Minister /Premier) and all other members of the delegation: Ladies and Gentlemen：
Captain ____and your crew are pleased to welcome you aboard China Southern Airlines’ flight to _____and we are honored to be at your service. The entire in-flight crew is here for your safety and comfort. If there is anything we can do to make your flight more enjoyable, please call on us at anytime!
The distance between _____and______is _____ kilometers, the estimated flying time is ____. We ask that you sit back, relax and enjoy your journey! 7
6、专机落地广播
尊敬的——主席(总理、阁下)：
/尊敬的代表团贵宾们：
/尊敬的首长：
女士们、先生们：
你们好!我们的飞机已经降落在——机场，当地时间是——，地面温度为——摄氏度，——华氏度。
感谢您乘坐中国南方航空公司专机!祝您访问成功!谢谢! Your Excellency President (Prime Minister /Premier) and all other members of the delegation:
38 Ladies and Gentlemen：
Our plane has just landed at ____airport. It is ____ (am/ pm) local time. The outside temperature is ____degrees Celsius (or_____degrees Fahrenheit).
Thank you for flying with China Southern Airlines and we wish you a successful visit!
77、各国使节
尊敬的各国使节：
你们好!我代表——机组，欢迎您乘坐中国南方航空公司专机前往——、——等地观光、游览，我们能有机会为您服务感到非常荣幸!
由——至——的飞行距离是——公里。预计空中飞行时间是——小时——分钟。飞机很快就要起飞了，请系好安全带，本次航班全程禁烟，请您不要吸烟。
祝各位贵宾旅途愉快!谢谢!
Good Morning (afernoon/ evening ), Ladies and Gentlemen：
The captain and your crew welcome you aboard China Southern Airlines’ flight to ____ and we are honored to be at your service.
The distance between _____and______is _____ kilometers, and the flying time will be about _____.
We will be taking off shortly. Please be sure that your seat belt is fastened, your tray is in upright position. This flight is a non-smoking flight. Please do not smoke onboard.
The entire cabin crew is here for your safety and comfort. If there is anything we can do to make your journey more enjoyable, please don’t hesitate to call on us at anytime.
78、劳务专家
女士们、先生们：
早上(下午/ 晚上)好!欢迎您乘坐中国南方航空公司飞机前往——。你们远离祖国亲人，在援外期间辛苦了!我代表——机组表示亲切的问候。
今天，我们能有机会为您服务感到很荣幸。
由——到——的飞行距离是——公里。预计空中飞行时间是——小时——分钟。
飞机很快就要起飞了，请您坐好，系好安全带，本次航班全程禁烟，请您不要吸烟。
祝您旅途愉快!谢谢!
Good Morning (afernoon/ evening ), Ladies and Gentlemen：
The captain and your crew sincerely welcome you aboard China Southern Airlines’ flight to ____. We would like to extend our warmest greetings to all the experts on board our aircraft today and we are honored to be at your service.
The distance between _____and______is _____ kilometers, and the flying time will be about _____.
We will be taking off shortly. Please be sure that your seat belt is
39 fastened and your tray table is in upright position. This is a non-smoking flight. Please do not smoke onboard.
The entire cabin crew is here for your safety and comfort. If there is anything we can do to make your journey more enjoyable, please don’t hesitate to call on us at anytime.
79、春运欢迎词
女士们、先生们：
(早上好、下午好、晚上好)
正值民航春运期间，在此，我们机组全体人员欢迎您乘坐中国南方航空公司CZ——航班前往——(中途降落——)，并祝您在新的一年里：身体健康，阖家幸福，万事如意。
由——至——的飞行距离是——公里。预计空中飞行时间是——小时——分。
我是本次航班的乘务长，今天将由我和机上——名乘务员竭诚为您服务。
各位旅客，飞机很快就要起飞了，请您坐好，系好安全带，将小桌板和座椅靠背调到正常位置，全程禁止吸烟。祝您旅途愉快!
80、两会代表欢迎词
1) 去程
尊敬的各位领导，尊敬的两会代表，女士们、先生们：
你们好!
中国南方航空公司特为各位代表前往北京参加两会提供了本次专机航班，我们全体机组人员热烈欢迎您的到来并向您致以衷心的祝愿，祝各位北京之行愉快并预祝两会 圆满成功!(下接《起飞后广播》：由——飞往北京的距离是„„)
Your Excellency delegates, ladies and gentlemen：
Good afernoon! China Southern Airlines specially arranges this flight for you honorable guests to Beijing, the whole crew feel honored to be at your service. We woule like to extend best wishes to you. We wish you a pleasant stay in Beijing and wish the Copnference a great success! 2) 回程
尊敬的各位领导，尊敬的两会代表，女士们、先生们：
你们好!
欢迎各位代表乘坐中国南方航空公司专机航班返回——， 我们全体机组人员非常荣幸能为您服务，并代表中国南方航空公司祝贺两会胜利闭幕。祝大家旅途愉快!(下接《起飞后广播》：由北京飞往——的距离是„„) Your Excellency delegates, ladies and gentlemen： Good morning! Welcome you honorable guests aboard China Southern Airlines special flight to ____ . The whole crew feels honored to be at your service. We woule like to extend our warms congratulations to the successful close of the Copnference and wish you a pleasant journey!
40 8
1、运兵
1) 欢迎词
敬爱的官兵们：你们好!
首先，我代表机组全体人员诚挚地欢迎你们乘坐中国南方航空公司班机。你们即将远离父母、远离家乡、奔赴——(南疆)、驻守祖国的——(边陲)。今天能承担这一光荣任务与你们同行，我们感到非常的荣幸。在此，我们以热情而周到的服务来表达对你们的钦佩之情，并伴您度过这段难忘的旅程。
本次航班由——直飞——，飞行距离——公里，预计空中飞行时间是——小时——分钟。
飞机很快就要起飞了，请您系好安全带，收好小桌板，调直座椅靠背。飞机上请不要吸烟。
祝您旅途愉快! 2) 落地词
敬爱的官兵们：
经过——小时——分钟的飞行，我们已经到达——国际机场。在飞机没有完全停稳之前，请您不要解开安全带，开启行李架。
在离别之际，让我们道一声“珍重”，并送上一份忠心的祝福，祝你们在这里安心岗位、尽职尽责，不辜负家乡人民的期望。让青春在生命的旅程中更加绚丽、多彩，也愿我们的服务能给您留下美好的回忆。再见!
82、元旦
亲爱的旅客朋友们：新年好!
我是本次航班的乘务长，请允许我代表中国南方航空公司及机组全体人员向您致以新年的问候。感谢您在过去的一年中对南航的信赖和支持!衷心祝福您及家人在新的一年里阖家幸福，出入平安，身体健康!同时我们真诚地与您相约南航“空中之家”，希望在新的一年里能继续为您服务!谢谢!
83、春节期间
亲爱的旅客朋友们：新年好!
我是本次航班的乘务长。今天是大年，是中华民族传统的新春佳节。在这个喜庆祥和、合家团圆的节日里，请允许我代表中国南方航空公司及机组全体人员向您致以最真诚的问候!祝您——年吉祥，万事如意，身体健康!愿我们的祝福在新的一年里能给您带来好运! Good Morning (afernoon/ evening ), Ladies and Gentlemen：
This is your (chief) purser speaking. It is Spring Festival, Chinese Lunar New Year day, on behalf of China Southern Airlines, the entire crew here extend sincere greetings to you, we wish you good health, a happy and prosperous New Year and a lucky New Year! Thank you! 8
4、“三.八”妇女节
尊敬的各位旅客，美丽的女士们：你们好!
今天是“三.八”国际劳动妇女节，是属于我们女性的节日。在这里，我们乘务组全体成员特别向今天航班中的女性朋友们致以衷心的问候!祝您健康、美丽、快乐!
41 8
5、“五.一”劳动节
亲爱的旅客朋友们：
今天是“五.一”国际劳动节，是所有劳动者的节日，我们全体机组人员在这里向大家致以崇高的敬意和节日的问候!同时，今天还是“五.一”黄金周的开始，祝您和家人度过一个轻松愉快的假期!
86、“六.一”儿童节
亲爱的旅客朋友们：
今天是“六.一”国际儿童节，是所有小朋友的节日。在这里，我们向今天航班上的各位小朋友致以节日的问候，希望你们健康成长，快乐的度过每一天!
87、“八.一”建军节
亲爱的旅客朋友们：
今天是“八.一”建军节，我们全体机组人员向今天航班上所有的军人致以崇高的敬意和节日的问候!
88、教师节(9月10日)
亲爱的旅客朋友们：
今天是教师节。“尊师重教”历来是我们中华民族的传统美德，在这里，我们机组全体人员向今天航班上所有的教育工作者致以深深的敬意和节日的问候!祝老师们工作顺利，身体健康!
89、中秋节
亲爱的旅客朋友们：
今天是中华民族的传统佳节中秋节，是合家团圆的日子。我们我们全体机组人员向您致以节日的问候!祝您平安快乐，阖家幸福!
90、国庆节
亲爱的旅客朋友们：
今天是我们伟大祖国建国——周年的纪念日，在这举国欢庆的日子里，让我们一起衷心祝愿祖国国泰民安，繁荣富强!祝您和家人度过一个轻松愉快的假期!
四、 紧急情况
91、客舱起火
女士们、先生们：
现在客舱前(中、后)部起火，我们正在组织灭火，请大家不要惊慌，听从乘务员指挥，我们将调整火源附近旅客的座位，其他旅客请不要在客舱内走动。严禁吸烟。谢谢! Ladies and Gentlemen：
We have a minor fire in the front (center, rear) cabin and we are quickly containing this situation. Please remain calm and follow the directions from your flight attendants. We will relocate the passengers near the fire. All other passengers remain seated with your seat belts fastened. Thank you for your cooperation and assistance. 9
2、灭火后
女士们、先生们：
我们已经结束了灭火工作，飞机处于良好状态，但飞机仍需要尽快着 42 陆以便进一步检查。预计到达备降机场——的时间是——。感谢您给予我们的协助。
Ladies and Gentlemen：
The fire in the cabin has been completely put down. Now we need to divert to ____ airport for ground staff assistance. The estimated arrival time is ____am (pm). We sincerely apologize for this inconvenience. 9
3、客舱释压
女士们、先生们：
现在客舱发生释压，请坐好，系好安全带。用力拉下氧气罩，并将面罩罩在口鼻处，进行正常呼吸。在帮助小孩或其他人之前，请自己先戴好。飞机将会紧急下降，请听从乘务员的指挥。
谢谢!
Ladies and Gentlemen：
Our airplane is now being depressurized. Please do not be panic. Remin in your seat with your seat belt fastened. Please pull down one of the oxygen masks which has dropped from the ceiling! Place it over your nose and mouth and breathe normally. If you are seated next to a small child or infant, please put on your mask first and then assist your child. The aircraft will have an emergent descent. Please follow the instructions of cabin crew. Thank you! 9
4、有准备的陆上迫降
1) 主任乘务长(乘务长)向旅客广播迫降决定： “女士们、先生们，我是本次航班的主任乘务长(乘务长)。如机长所述，我们决定采取陆地紧急迫降，我们全体机组人员都受过良好的训练，有信心、有能力保证你们的安全。请听从乘务员的指挥。”
“ladies and gentlemen, it is necessary to make an emergency landing. The crew have been trained to handle this situation. We will do everything necessary to ensure your safety and keep calm, pay close attention to the cabin attendants and follow their directions.”
2) 安全检查(依据实际情况作以下广播)
“为了撤离的安全，将您的餐盘和所有服务用具准备好，以便乘务员收取。
Please pass your food tray and all other service items for pick up. 将高跟鞋、假牙、胸章、领带、项链、圆珠笔(钢笔)及小件物品放在行李箱内或交给乘务员。
Please put the high-heeled shoes, denture, necklace, tie, pens, watches and jewelry in the overhead bin or hand them to them to the flight attendants. 系好安全带，调直座椅靠背，收起小桌板、脚蹬及座位上的录像装置”。 Fasten your seat belt, bring seat backs to the upright position and stow all tray tables. Stow footrests and in-seat video units. Please put all of your baggage under the seat in front of you or in the overhead bin. 3) 介绍应急出口位置，脱出区域划分：
“现在我们将向您介绍最近出口的位置，请确认至少两个以上的出口。”撤离时，请前往最近的出口并不要携带任何物品。
43 Now the flight attendants are pointing to the exits nearest to you. Please identify them and be aware your closest exit may be behind you. When evacuating Leave everything on board! 4) 示范防冲击安全姿势：
“现在我们将向您介绍防冲击的姿势。
Now we will explain the bracing for impact position. 根据实际情况选择一种：
● 两脚分开用力蹬地，手臂交叉抓住前方椅背，收紧下颚，头放
在两臂之间。
When instructed to brace for impact, put your legs apart, place your feet flat on the floor. Cross your arms like this. Lean forward as far as possible, and hold the seat back in front of you, rest your face on your arms. ● 收紧下颚，双手虎口交叉置于脑后，低下头，俯下身。
When instructed to brace for impact, cross your hand and above your head, then bend over, keep your head down, stay down. 5) 选择救援者：
“女士们、先生们请注意：如果您是航空公司的雇员、执法人员、消防人员或军人，请与乘务员联系。我们需要您的帮助。
Ladies and gentlemen, if there are any airline employees, law enforcement, fire rescue or military personnel on board, please identify yourself to a flight attendant. We need your assistance. We will also be asking some of you to change seats to better help those needing assistance or to be closer to an exit to help evacuate. Please remain seated unless you are asked to move. 6) 准备撤离时携带的物品 7) 再次进行安全确认：
“请乘务员再次进行安全确认。” [夜间] 调暗客舱灯光。 8) 自身确认，报告乘务长 9) 报告机长“客舱准备完毕” 10) 发出指令：
“乘务员各就各位”。
“All attendants prepare yourself.”
95、有准备的水上迫降
1) 主任乘务长(乘务长)向旅客广播迫降决定：
“女士们、先生们，我是本次航班的主任乘务长(乘务长)。如机长所述，我们决定采取水上紧急迫降，我们全体机组人员都受过良好的训练，有信心、有能力保证你们的安全。请听从乘务员的指挥。”
“ladies and gentlemen, it is necessary to make an emergency ditching. The crew have been trained to handle this situation. We will do everything necessary to ensure your safety and keep calm, pay close attention to the cabin attendants and follow their directions.”
2) 安全检查(依据实际情况作以下广播)
44 “为了撤离的安全，将您的餐盘和所有服务用具准备好，以便乘务员收取。
Please pass your food tray and all other service items for pick up. 将高跟鞋、假牙、胸章、领带、项链、圆珠笔(钢笔)及小件物品放在行李箱内或交给乘务员。
Please put the high-heeled shoes, denture, necklace, tie, pens, watches and jewelry in the overhead bin or hand them to them to the flight attendants. 系好安全带，调直座椅靠背，收起小桌板、脚蹬及座位上的录像装置”。
Fasten your seat belt, bring seat backs to the upright position and stow all tray tables. Stow footrests and in-seat video units. Please put all of your baggage under the seat in front of you or in the overhead bin.” 3) 示范救生衣的使用方法：
现在我们将向您介绍救生衣的使用方法。
Now the flight attendants will explain the use of life vest. Please take your life vest on and follow the instruction of your flight attendants. 救生衣在您座位底下。
Your life vest is located under your seat. 取出并撕开包装，将救生衣经头部穿好。
Pull the tab to open the pouch and remove the life vest. To put the vest on, slip it over your hand. 将带子扣好，系紧。
The fasten the buckles and pull the straps tight around your waist. 当您离开飞机时，拉动救生衣两侧的红色充气把手，但在客舱内不要充气。
Upon leaving the aircraft, inflate your life vest by pulling down on the two red tabs. But do not inflate it while you are in the cabin. 充气不足时，可将救生衣上部人工充气管拉出，用嘴向里吹气。 If your life vest needs further inflation, you can pull the mouthpieces from the upper part of the vest and blow into them. 现在，乘务员将协助任何需要帮助的旅客穿上救生衣。 Your flight attendants will help any passnger who needs assistance. 4) 介绍应急出口位置，脱出区域划分：
现在乘务员将告诉您最近出口的位置，请确认至少两个以上的出口。撤离时，请前往最近的出口并不要携带任何物品。
Now the flight attendants are pointing to the exits nearest to you. Please identify them and be aware your closest exit may be behind you. When evacuating Leave everything on board! 5) 示范防冲击安全姿势：
“现在我们将向您介绍防冲击的姿势。
Now we will explain the bracing for impact position. 根据实际情况选择一种：
● 两脚分开用力蹬地，手臂交叉抓住前方椅背，收紧下颚，头放
在两臂之间。
45 When instructed to brace for impact, put your legs apart, place your feet flat on the floor. Cross your arms like this. Lean forward as far as possible, and hold the seat back in front of you, rest your face on your arms. ● 收紧下颚，双手虎口交叉置于脑后，低下头，俯下身。
When instructed to brace for impact, cross your hand and above your head, then bend over, keep your head down, stay down. 当你听到“抓紧，防撞!”或“抱紧，防撞!”时，采取这种姿势，直到您听见“解开安全带”为止。
When you hear “Brace! Brace!” take the position, and keep this position until you hear Open your seat belt!”
请大家保持这种姿势，以便乘务员检查。
Now please take this position, so that the flight attendant can assist you. 6) 选择救援者：
“女士们、先生们请注意：如果您是航空公司的雇员、执法人员、消防人员或军人，请与乘务员联系。我们需要您的帮助。
Ladies and gentlemen, if there are any airline employees, law enforcement, fire rescue or military personnel on board, please identify yourself to a flight attendant. We need your assistance. We will also be asking some of you to change seats to better help those needing assistance or to be closer to an exit to help evacuate. Please remain seated unless you are asked to move. 7) 备撤离时携带的物品 8) 再次进行安全确认：
“请乘务员再次进行安全确认。” [夜间] 调暗客舱灯光。 9) 自身确认，报告乘务长 10) 报告机长“客舱准备完毕” 11) 发出指令：
“乘务员各就各位”。
“All attendants prepare yourself.”
46
47
第五篇：客舱广播词
登机广播词
女士们先生们,你们好：
欢迎您乘坐中国南方航空公司的航班!
本次航班是由成都飞往北京的CZ6162次航班
当您进入客舱后，请留意行李架边缘的座位号码，对号入座。客舱行李架内以及座椅下方均可以安放手提行李，在安放行李的同时，请您稍微侧一下身，以保持过道的通畅。当您入座后，请将安全带系好，座椅靠背、小桌板收起，遮光板保持在打开状态。 谢谢!
起飞前
女士们、先生们，我们的飞机即将起飞 客舱乘务员将进行起飞前的安全确认
请您将安全带系好，座椅靠背、小桌板(和座椅脚踏板)收起，遮光板保持在打开状态。 为了避免干扰飞机通讯、导航系统的正常工作，请关闭您的手机及其它电子设备。 有吸烟习惯的旅客,我们提醒您：本次航班为全程禁烟航班，敬请谅解!
为了确保大家的旅行安全，顺利到达目的地，请您在飞机滑行、起飞、降落和颠簸期间，在座位上坐好，系好安全带，不要开启行李架以免行李滑落、砸伤其它旅客，多谢您好的合作，谢谢。
请您关闭您的手机及其它电子设备，系好安全带。谢谢。
女士们先生们，我们的飞机马上就要起飞了，请您再次确认，关闭您的手机及电子设备，系好安全带。谢谢。
女士们先生们，(感谢您的耐心等待，)我们的飞机很快就要起飞了，为了您的安全，请再次确认安全带已经系好，手机处于关闭状态。谢谢!
安全演示
女士们、先生们：
接下来，我们为您播放安全演示录像
客舱乘务员将为您介绍机上应急设备的使用方法及紧急出口的位置。 救生衣在您座椅下方的口袋里(座椅上方)，仅供水上迫降时使用，在正常情况下请不要取出
使用时取出，经头部穿好;将带子由后向前扣好、系紧。
氧气面罩储藏在您座椅上方。发生紧急情况时，面罩会自动脱落。
氧气面罩脱落后，请用力向下拉面罩;将面罩罩在口鼻处，把带子套在头上进行正常呼吸;在帮助别人之前，请自己先戴好。
在您座椅上有两条可以对扣的安全带。当“系好安全带”灯亮时，请系好安全带;解开时，将锁扣打开，拉出连接片。
本架飞机共有___3_个紧急出口，分别位于客舱的前部、中部和后部。在紧急情况下，客舱内所有的出口指示灯和通道指示灯会自动亮起，指引您从最近的出口撤离。
在您座椅前方的口袋里备有《安全须知》，请您尽早阅读。
在飞行中,由于气流变化,可能发生突然的颠簸，为了安全起见，我们建议您全程系好安全带。
机组介绍
女士们、先生们，您今天乘坐的是中国南方航空公司(空中客车A380 )____型飞机，载客量为(506_)__人。
执行本次航班的机长,是具有安全飞行**小时的***先生，他将以娴熟的驾驶技术，为您带来一次美好的旅行。
我们的飞机已经穿越云霄，飞往北京，愿窗外无际的天空(星空)给您带来舒畅的心情。 现在，您可以将座椅调节至较舒适的状态，放松身心，享受__2__小时_10___分的空中旅程。我们预计在北京时间__17__点抵达__北京__。 在飞行中,由于气流变化可能发生突然的颠簸，为了安全起见，我们建议您全程系好安全带
航程介绍
女士们先生们，本次航班已经离开成都前往首都北京。由成都至北京的飞行距离是1600公里，预计飞行时间2小时15分。飞行高度8000米。在这段旅途中，我们将飞越省份有四川、陕西、山西、河北，飞越的河流有长江、黄河。飞经城市有西安、太原，飞机将于17点飞达航程目的地北京
女士们、先生们
本次航班预计在17点50分...到达北京机场。当地的地面温度为摄氏15度，华氏..度。谢谢!
气流变化广播
女士们先生们，由于我们的飞机遇到了强对流气流，引起颠簸，请您回到自己的座椅，系好安全带，洗手间同时关闭
预定到达广播
女士们、先生们
本次航班预计在17点50分...到达北京机场。当地的地面温度为摄氏15度，华氏..度。谢谢!
下降前广播 女士们先生们
我们的飞机即将下降，请您回到座位上坐好，系好安全带，收起小桌板，将座椅调整到正常位置，打开遮光板。关闭所有电子设备。
稍后我们将关闭机上娱乐系统，乘务员到客舱内收取耳机。
同时洗手间将停止使用，谢谢。
到达广播
女士们、先生们 我们的飞机已经降落在北京机场。本地时间为——，外面温度为——
飞机还将继续滑行，请您不要离开座位，并保持移动电话置于关断状态。等飞机完全停稳，安全带指示灯熄灭后，再解开安全带。打开行李架时，请注意安全，以免行李滑落。 请您整理好个人物品，以免得遗失。您的交运的行李请到候机楼行李提取处领取。 需要转机的旅客请您到候机楼中转柜台办理手续。
继续前往沈阳的旅客请您带好机票和登机牌，稍后下机到候机室休息，您的贵重物品请随身携带以免遗失，其他物品请放入行李架内。在候机室休息等候期间，请留意候机楼内的广播通知，按时登机。
感谢您乘坐中国南方航空公司的班机，下次旅途再会!
下机广播
女士们、先生们
我们的飞机已经完全停稳，请您拿好自己的物品，从(前、中、后)登机门下飞机，谢谢!
延误广播
女士们、先生们
由于天气原因，本次航班延误，耽误了您的宝贵时间，在此，我仅代表全体机组人员再次向您深表歉意，外面正在下雨/下雪，下机时请您注意地面路滑。
现在飞机已经停稳，您可以从客舱的前门下飞机。下机时，请您检查一下是否已经带齐了所有的随身行李，非常感谢您今天选乘南方航空公司的班机，下次旅途再会!谢谢!
特殊情况
女士们、先生们，我是本次航班乘务长，飞机遭遇故障需要进行紧急迫降，我们全体机组人员都受过良好的训练，有信心，有能力保证你们的安全。请听从乘务员的指挥。
女生们先生们，我们抱歉的通知您，由于飞机出现故障，本次航班将返回机场，请您回到座位上，系好安全带、调直座椅靠背、收起小桌板。谢谢!
女生们、先生们，我们抱歉的通知您，由于飞机出现故障，本次航班将返回机场，请您回到座位上，系好安全带、调直座椅靠背、收起小桌板。谢谢!