航班超售处理主讲人：王瑞华广州民航职业技术学院DeniedBoardingduetoOverbooking

CONTENTS目录PartIPartIIBackgroundintroductionModeldialoguePartIIIWordsexpressionsPartIVPractice

BackgroundintroductionPartIReasonsofflightoverbookingRelateddefinitionsSolutionsforoverbooking

Overbookingreferstothefactthattheairlineallowsmoreseatsthanitsactualcapacityoftheflight.RelateddefinitionsDeniedboardingcausedbysuchphenomenonmeanscarriercan’ttransportpassengerswhohavebookedseatsandhavecheckedinataspecifiedtimeduetooverbookingofflights.

ToavoidpassengerswhobookedticketbutdidnotcomeReasonsofflightoverbookingToensuretheflightcanfilluptheirplanesasmuchaspossible

Compensationintheformsofcashormileage现金或里程赔偿SolutionsforoverbookingRefundoftheticketorflightendorsement退票或变更航程Freeaccommodationandtransportationetc.提供免费食宿、交通等

ModeldialoguePartII

(C=ClerkP=Passenger)C:MissChen,I’msorrybutwearenotabletoboardyouontheplanetoday.P:Howcome?Ihaveareservedticket.WhyshouldInotbeallowedtoboardtheplane?C:Sorryfortheinconveniencebroughttoyou,butallthepassengershavechecked-inandalreadyboardedtheplane.Thereisnotasingleseatleftontheplane.P:Imustleaveforabusinesstalk.C:MissChen,wearelookingforsomeonewhowouldbewillingtogiveuphisseatontheflighttodayinexchangeof200USDandaconfirmedseatontomorrow’sflight.P:WishI’mlucky.Deniedboardingduetooverbooking（因航班超售拒载）

(Afewminuteslater)C:Thankyouverymuchforyourpatience.I’msorrywetriedourbestbuthavenotbeenabletofindapassengerwhowillvolunteertogiveuphisseat.P:That’stoobad.C:Thereareseveralthingswecandonow.Wecanrebookyouonourflighttomorrowandwewouldofferyouaccommodation,mealsandachequefor200USDforyourlosstoday.P:Allright.Pleasereboo