English For Professional Airline Services [PDF]

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English for Professional Airline Services



Sanksi Pelanggaran Pasal 113 Undang-undang Nomor 28 Tahun 2014 tentang Hak Cipta 1) Setiap orang yang dengan tanpa hak melakukan pelanggaran hak ekonomi sebagaimana dimaksud dalam pasal 9 ayat (1) huruf i untuk penggunaan secara komersial dipidana dengan pidana penjara paling lama 1 (satu) tahun dan atau pidana denda paling banyak Rp100.000.000,00 (seratus juta rupiah). 2) Setiap orang yang dengan tanpa hak dan atau tanpa izin pencipta atau pemegang hak cipta melakukan pelanggaran hak ekonomi pencipta sebagaimana dimaksud dalam pasal 9 ayat (1) huruf c, huruf d, huruf f, dan atau huruf h, untuk penggunaan secara komersial dipidana dengan pidana penjara paling lama 3 (tiga) tahun dan atau pidana denda paling banyak Rp500.000.000,00 (lima ratus juta rupiah). 3) Setiap orang yang dengan tanpa hak dan atau tanpa izin pencipta atau pemegang hak melakukan pelanggaran hak ekonomi pencipta sebagaimana dimaksud dalam pasal 9 ayat (1) huruf a, huruf b, huruf e, dan atau huruf g, untuk penggunaan secara komersial dipidana dengan pidana penjara paling lama 4 (empat) tahun dan atau pidana denda paling banyak Rp1.000.000.000.00 (satu miliar rupiah). 4) Setiap orang yang memenuhi unsur sebagaimana dimaksud pada ayat (3) yang dilakukan dalam bentuk pembajakan, dipidana dengan pidana penjara paling lama 10 (sepuluh) tahun dan atau pidana denda paling banyak Rp4.000.000.000.00 (empat miliar rupiah).



English for Professional Airline Services



by Sutanto Leo



Penerbit PT Gramedia Pustaka Utama, Jakarta



English for Professional Airline Services By Sutanto Leo GM ………………. First published © 2017 Penerbit PT Gramedia Pustaka Utama Kompas Gramedia Building, Block I, Lantai 5 Jl. Palmerah Barat 29-37, Jakarta 10270 IKAPI Member, Jakarta 2017 Editor: Retna Dewanti Book design: Ayu Lestari Cover design: Suprianto Cover photo: Tanto www.gpu.id All rights reserved. Without limiting the rights under copyright reserved above, no part of this publication may be reproduced, stored or introduced into a retrieval system, or transmitted, in any form or by any means (electronic, mechanical, photocopying, recording or otherwise), without the prior written permission of both the copyright owner and the publisher of this book. ISBN …………..



Printed and bound in Indonesia by PT Gramedia Printing, Jakarta



Acknowledgements



I would like to express my special thanks to the following colleagues and friends who have provided me with inspiration, encouragement and support in the writing of this book. a. Mr. Brett Whitney for his willingness to proofread the draft of the entire of this book prior to the publication. b. Dr. Upiek Haeryah Sadkar, MSc., CHE, the former director of STP Bandung and the management for the support and encouragement. c. Dr. Anang Sutono, MM., CHE., the present director of STP Bandung for allowing the writer to try out the materials with MBP and MPP classes semester 1 and 2 of STP Bandung. d. Mr. L. Djajakarsa, SE. Sales Manager of Merpati Airlines Bandung, for the consultation, tickets, timetables. e. The Branch Manager of Garuda Indonesia Airways, Bandung for the consultation, tickets, timetables and magazines. f. Ms. Poppy Ariani, DHL express Branch manager for the consultation, brochures, air waybill g. Mr. Pit Ng, Malaysia Airlines Customer, for the safety instructions Boeing 747-400P and Airbus A330 h. Malaysia Airlines for the safety instructions Boeing 747-400P and Airbus A330 i. Dr. F. Xavarius Teguh, MA, a senior expert in travel business for the consultation. j. Dra. Sirenia Lucia Wangsanegara, MM, the head of Business Travel Management of STP Bandung for the consultation and support.



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vi



k. Bem Hainim, MM, S. Par., CHE, (in memory) a senior lecturer of STP Bandung for the cargo handling consultation. l. Jemmy Alexander, MM. Par., SE, a young lecturer and practitioner of airline services with the resources. m. Dra. Cucu Kurniati, MM.Par, CHE, a senior lecturer of travel management for the resources and consultation. n. Ina Veronika Ginting, M.I.Kom, S.Sos, a young resourceful ticketing lecturer for the resources and consultation. o. Indriyani Handyastuti, MSc, S.I.Kom, a lecturer of STPB and a young expert in airline reservation for the consultation. p. Dra. Ita Hadian, a very senior lecturer of travel students for trying out the materials with her students at STIEPAR YAPARI Bandung. q. Drs. Barli Soebarli, a senior lecturer of English for travels for trying out the materials with his travel students r. Martin Welten, ARS International University, for the support and consultation. s. The head of language centre of STP Bandung for allowing its language learners to try out the materials of the book. t. Kristining Seva, MPd, SS, a young lecturer of STPB for trying out the materials in her classes.



Course Design



The aims of the course English for Professional Airline Services is a course book designed for front liners of airlines, airline offices, reservation and ticketing offices, travel agents and airports. This book is also worth learning for airline cabin crew or flight attendants, students of tourism schools majoring in travel business, individuals and senior high school students who intend to join airlines. This course book, which requires at least 18 hours (12 sessions x 90 minutes), has been designed to meet airline service needs. The book solely aims: a. to know how to work for airlines b. to practice giving service to airline customers c. to improve learners oral fluency in communication with airline clients d. to develop the knowledge, skills and understanding required by airline employees or trainees to become professional airline front liners.



The objectives of the course are a. to practice giving flight information, to handle flight reservation, to explain flight regulations, to handle flight check-in and departure, to deliver on-board announcements and services, to give flight ar-



English for Professional Airline Services 



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rival services, to handle lost baggage complaints, to handle cargo, and to complete air waybill, etc. b. to enable learners to self-study practicing the language both in written and spoken forms through guided, semi-guided, and free learning activities. c. to help learners improve their fluency and accuracy in using the language throughout their future careers.



Tips for teachers a. Teachers need to be creative and do not apply monotonous teaching techniques and methods. They may start by doing some elicitation, brainstorming, telling experiences, stories, anecdotes, asking a quiz, doing small games related to the topics taught, etc. b. Teachers create relaxed atmosphere, encourage learners to speak, appreciate every speaking effort done by learners but do not discourage learners by giving very slight or direct corrections, giving negative comment, or looking down the learners. c. Teachers create classroom activities as close as to real life situations. d. Teachers provide learners with ample opportunity to practice using the language both in writing and speaking in the classroom e. Teachers are not only facilitators but also as a partner in pair work or a member of group to certain learners or groups. f. Teachers elicit and discuss the special words, phrases or expressions before or after discussing the lessons. g. Teachers note the main language problems of the learners and give them general feedback sometime. h. Teachers do not have to finish each unit for each learning period. i. Teachers can ask learners to learn to answer to do the exercises before coming to the class. j. Teachers encourage learners to study autonomously.



Course Design 



ix



Tips for learners a. Learners who want to develop themselves in learning how to work for airlines should become self-starters and motivators. b. Learners’ only way to acquire fluency and accuracy in using the language is to practice, practice and practice both in writing and in speaking. c. Learners can always practice speaking or writing with their classmates without the presence of a teacher. d. Learners do not have to worry with pronunciation, grammar or structures. By practicing, learners get more aware with pronunciation, grammatical points, and any other language skills.



Assessment The most suitable way to know learner’s ability to speak is through speaking test. We may think that speaking test is time consuming more over with big classes. Size of the class should be considered when planning a speaking test. For small classes comprising less than 10 learners, teacher will not have problem to give speaking test individually. For 11 to 20 learners, the speaking test can be given in pair, for 21 to 30 learners, the test may be given in group of three, etc. Teachers should give learners clear information about the time and length of time for the test, the organization and the marking system, and how the speaking test is conducted. Teachers should be able to create a conductive and relaxed atmosphere and to find the learners’ ability in speaking. During the speaking test, learners should be involved in asking & answering questions, asking for clarification, describing things, clarifying, negotiating meaning, agreeing or disagreeing something, etc. and the teacher can get involved in speaking while marking them. Teachers apply the following speaking band scale. Prior to that teachers should do some piloting application before using the band scale. It means teachers should understand clearly the idea of the band scale and are able to distinguish one band scale from the others. For



English for Professional Airline Services 



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example Band A ranges from 86 to 100, it shows that in this band, test­ ers still have to consider whether the learners go 86, 87, 88, 89,90, … or 100. A learner can get 100, if s/he fits to it. It is true that the learner’s speaking can be better than the teacher or examiner as s/he has learned speaking better than the teacher.



Speaking Band Scale



Scale Band A (86 - 100)



Band B (71 - 85)



Band C (56 - 70)



Descriptions Native-like fluency. No hesitation. Completely comprehensible. Consistent accuracy with full command of complex structure and no need repair. Complete mastery of text organization and appropriacy of style. Flexible interaction conducted at high speed. Complete command of accuracy to oral interaction. Almost no hesitation. Highly comprehensible. Clear message with only minor loss of detail and little need for repair. Wide mastery of text organization and appropriacy of style. Ready in oral interaction but with minor lapses in fluency. Very good grasp of accuracy to the interaction. Occasionally hesitation. Still comprehensible. Almost clear message but with frequent loss of detail and frequent need for repair. Basic mastery of text organization but an uncertain grasp of style. Limitations restrict participation in oral interaction at times, with fairly frequent lapses in fluency. Moderate grasp of accuracy to the interaction.



Course Design 



Band D (10 - 55)



xi



Frequent hesitation. Difficult to comprehend. Many problems with moderate-level interaction. Constant need for repair. Little appreciation of text organization and little grasp of style. Interaction at normal speed is limited, requiring a sympathetic interlocutor. Basic level of accuracy to the interaction Leo (2016), English for Everyday Speaking, Yogyakarta: Andi Offset



Additional information The files and the glossary in the back part of the book are very important both for the teachers and learners. The files consist of answer keys to exercises given, for example: File 2.15 is meant for Unit 2 Task 15, and some language games. The glossary which is in English to Indonesian format only is very helpful both for the learners and the teachers. However, the writer realizes that this book is not perfect therefore constructive criticism and suggestions are very welcome to sutanto.leo26@ gmail.com or hand-phone number 0815 7204 9988.



Table of Contents



Acknowledgements Course design 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18.



Greeting and Introduction Spelling System in English Pronouncing Words for Airlines Travel Activities Giving Flight Information Airports, Airline Codes and Flight Timetables Explaining Flight Regulations Electronic and Traditional Airline Tickets Handling Flight Reservation Flight Check-in and Departure On-Board Announcements On-Board Services Flight Arrival Services Lost Baggage Complaints Handling Cargo Completing Air Waybill Writing Application Letters Attending Job Interviews



v vii 1 9 19 32 41 52 62 80 91 105 120 137 149 160 171 183 198 216



English for Professional Airline Services 



References Files Glossary About the Author



xiv



229 233 255 271



Unit 1



Greeting and Introduction



Activity 1 Greeting is an act of welcoming other person on meeting. Introduction is making something known for the first time, or formally telling each other name. The following phrases or sentences are common expressions for greeting and introduction.  Hi.  Hello.  Good morning.



English for Professional Airline Services   Good afternoon.



 Welcome to Bandung.  How are you?  How are you doing?  How’s life?  How’s everything with you?  How do you do?  Good, thanks.  Fine, thanks.  Very well, thanks.  Just fine, thank you.  Not bad, thank you.  I’m very well, thank you.  I’m



glad to meet you.



 Nice to meet you.  Nice



to meet you, too.  It’s nice to meet you.  It’s good to see you. 



Good bye.



 Bye-bye  See you.  See



you later.  See you on Monday.  I’ll see you soon.  I hope to see you soon.  I’d like you to meet Michael.  I want to meet you to Mr. Rudy.  I’d like to introduce my friend, Esther to you.  I’d like to introduce you to my friend, Joshua.



2



Greeting and Introduction 



3



 David, this is my friend Abi Gail.  Abi, meet you to my friend David.  Are you Mrs. Uenee Kim?  Is your name Young Chu?  Do you know Adam?  Have you met Budi?  What did you say your name was?  Could you say your name again, please?  I’m sorry I can’t remember your name, could you say it again?



Activity 2 The expressions above include formal and informal greeting and introduction. If you speak to your customers or guests, you are advised to use formal expressions. From the list above, which do you think are formal expressions? Please tick them.



Activity 3 Informal expressions are usually used when welcoming friends. Formal greeting are used for guests or customers. Study the following the following informal and formal dialogues.



Dialogue a Meeting a close friend (an informal dialogue) Yulita : Hi. Alin. Alin : Hi Yulita : How are you? Alin : Fine thanks, and you. Yulita : Just fine, thank you. Alin : How was your weekend? Yulita : It was great. I went to Pangandaran beach with my family.



English for Professional Airline Services 



Alin Yulita



4



We stayed a night there. We had a wonderful night. What did you do? : I had a walk to Tangkuban Perahu with some friends. : Wow, fantastic.



Dialogue b Introducing a friend Hendry : Hi, Jo. How are you? Joshua : Fine, thanks. And you? Hendry : Good, thanks. Joshua : Hendry, that is Martha. Have you met her? Hendry : No, I haven’t. Joshua : Hi, Martha. How are you doing? Martha : Fine, thank you. And you? Joshua : Not bad, thanks. Esther, this is my friend, Hendry Esther : Hi, nice to meet you, Hendry. Hendry : Nice to meet you, too.



Dialogue c (a formal dialogue at the airport) Malya driver : Good evening madam. Are you Mrs. Evalia Whitney? Eva Whitney : Oh, yes I am. Malya driver : I am a driver from Malya Hotel. Eva Whitney : Okay. Malya driver : The car is over there Mrs. Whitney, can I bring your luggage. Eva Whitney : Yes, please. Malya driver : How was your journey Mrs. Whitney? Eva Whitney : It was a bit tiring because of the long delay of the flight. Malya driver : I am sorry to hear that. I hope you can take rest soon after arriving at the hotel. Eva Whitney : Yes, thank you.



Greeting and Introduction 



5



Dialogue d (a formal dialogue) Introducing yourself A tour guide : Good morning, welcome to Bandung city tour. John Stone : Good morning, thank you. A tour guide : I’m David your guide of today. May I know your name please? John Stone : My name is John Stone from New Zealand. A tour guide : Nice to meet you, Mr. Stone. John Stone : Nice to meet you too, David. A tour guide : I hope you’ll enjoy our today’s tour. John Stone : Thank you. I hope so.



Activity 4 Work in pair or group of three to practice dialogues 3a, b, c, d using your own names. Try to use some other expressions in Exercise 1. After practicing the dialogues, a vocabulary game can be given, see File 1.4.



Activity 5 Getting to know your new friend. Look at the following items or questions, you may need to ask to your new friend. Before asking your friend, please discuss how to make questions for each item. For example: Name … a. I’m Joko. What’s your name? b. May I know your full name please? c. Could you tell me your name again please?



Activity 6 You are still with your partner or with your new partner. Use the items below to ask your friend and try to get as much as information about him/her.



English for Professional Airline Services 



6



Interview Form Name : Place & Date of birth



:



Address : Hobbies



:



Languages s/he speaks: Places of interest have been visited:



Things s/he likes about the places of interests:



Things s/he does not like about the places of interests:



Cultural attractions have been watched/seen:



Special comment about those attractions:



Places of interest & attractions you recommend for tourists to visit and the reasons:



Greeting and Introduction 



7



Activity 7 The following questions help you to make sure the questions you have written in Activity 5 or you may have different questions. Please compare the questions you have written with the following questions. I’m Arsa. What’s your name? Could you tell me your (full) name, please. Can I have your name, please. Where do you live? Where do you stay? Can you tell me where you live? What’s your address? How old are you? When were you born? What’s your birth-date? When did you last celebrate your birthday? Were you born in December? What date? Could you tell me what your hobbies are? What is your hobby? What are your hobbies? What do you like doing in your spare time? What do you do in your leisure time? Do you like travelling? Which places of interests have you visited? When did you go there? How did you like them? What do you like about those places of interest? How do you like them?



English for Professional Airline Services 



8



Do you like the scenery, people, culture, or what? What made you decide to visit those places? Is there anything that you dislike about those places of interest? What three things do you dislike about them? Do you have any special comment on them?



Activity 8 Report orally the result of your interview to the whole class. For example: I’ve just interviewed David, my partner. David’s full name is David Mahadika Widyanto. He lives with his parents in Margahayu Raya, Bandung. He was born on ………., 19.. in Bandung. He likes singing and playing musical instruments.



Activity 9 Work individually to write the result of your interview in two or three paragraphs. If you have finished, give your writing to your partner again. Read your partner paragraphs and identify any language problems by underlining the words, phrases or sentences.



Unit 2



Spelling System in English



Source: lewisroom20.blogspot.com



Activity 1 Spelling system is often used in travel services such as in airline ticketing, accommodation and restaurant bookings. Study the following expressions.



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10



Could you spell your name please? How do you write your name? Spell your name please? Where do you come from? Where are you from? Are you from Sumatra? What is your nationality? What is your country of origin? Where is it about? Where (is it) about in Yogyakarta? Which part of central Java is it? I am from…. I come from…. My nationality is…. I am an Australian. My home town is Melbourne.



Activity 2 Read the following dialogues with your partner. Learner A Learner B Learner A Learner B Learner A Learner B Learner A Learner B Learner A Learner B



: Hi, your name is Martinus, isn’t it? : Yes, I am Martinus. : I heard you’re from Kalimantan. : That’s right. I come from west Kalimantan. : Where is it about? : It’s Sanggau, S-a-n-g-g-a-u but I’m sorry I can’t remember your name. : I’m Andre, A-n-d-r-e. : Oh, yes Andre, where do you come from? : I’m from Magelang, M-a-g-e-l-a-n-g, Central Java. : Oh, right?



Spelling System in English 



11



Activity 3 Did you spell the name in Activity 2 correctly? Look at the following list of letters with the sound symbols and practice to pronounce them.



SOUNDS /ei/



LETTERS



NOTE



A, H, J, K B, C, D, E, G, P, T, V, (Z) F, L, M, N, S, X, Z I, Y O Q, U, W R



/i:/



/e/ /ai/ /ou/ /u:/ /a:/



Common mispronounced letters A, E, I, H F,V, P G, J, Y X, Z Q, U, W



This is how the alphabet is spelled. Aa [eI]



Bb [bi:]



Cc [si:]



Jj



Kk



Ll



Mm



Nn



[d�eI]



[keI]



[el]



[em] [en]



Ss [es]



Tt [ti:]



Uu [ju:]



Dd [di:]



Vv [vi:]



Ee [i:]



Ff [ef]



Gg [d�i:]



Hh [eI tʃ]



Ii [aI]



Oo



Pp



Qq



[ǝʊ]



[pi]



[kju:]



Rr [ɑ:]



Ww [dʌblju:]



Xx [eks]



Yy [waI]



Zz [zed]



Activity 4 Work in pair to practice spelling names and places. Please follow the model of conversations in Activity 2 for Activity 4, number A. a. Martinus, West Kalimantan, Sanggau – Andre, Magelang, Central Java b. Monang, North Sumatra, Tapanuli – Sitiyono, Surabaya, East Java b. Dudy Supriyadi, West Java, Bandung – Witama, Nusa Dua, Bali c. Grace, North Sulawesi, Manado – Martha, Palembang, Sumatra d. Paskal, West Papua, Timika – Quintan, Lombok, NTB e, Pattinusa, Nangro Aceh Darusalam, Pidie – Zaxindo, Sampang, Madura



English for Professional Airline Services 



12



f. Franky, Samarinda, Kalimantan – Hazbullah, Bengkulu, South Sumatra g. Zao Ping, Kuala Lumpur, Malaysia – Hadiwinata, Garut, West Java



Activity 5 Dictation. Your teacher will spell ten words or phrases related to travel services using the spellings based on the sound system. Please listen and write them. File 2.5.



Activity 6 Study the following list of letters according to the British and American Systems. You may use either system. The most important thing is that you have to be consistent. British System A for B C D E F G H I J K L M



Andrew Benjamin Charlie David Edward Frederick George Harry Isaac Jack King Lucy Mary



N for O P Q R S T U V W X Y Z



American System Nellie Oliver Peter Queenie Robert Sugar Tommy Uncle Victory William Xmas Yellow Zebra



A as in Alpha B Bravo C Charlie D Delta E Echo F Foxtrot G Golf H Hotel I India J Juliette K Kilo L Lima M Mike



N as in November O Oscar P Papa Q Quebec R Romeo S Sierra T Tango U Uniform V Victor W Whisky X X-ray Y Yankee Z Zulu



Spelling System in English 



13



Activity 7 Test your partner to spell all letters in alphabetical order either using the British or American systems. Do not look at the note.



Activity 8 Learn the following dialogues focusing on the spelling system above. David : Hello, I’m David. What’s your name? Cassy : My name is Cassy. David : Kasih? Can you tell me how you write your name? Cassy : That’s Cassy, C for Charlie, A for Alpha, S for Sierra, and Y for Yankee. David : You’re an American, aren’t, you? Cassy : Yes, I’m from Texas, T as in Tango, A as in Alpha, G as in Golf, and O as in Oscar, and where do you come from? David : I’m Javanese. I was born in Purworejo, Central Java. Cassy : How do you spell it please. David : Purworejo, P for Papa, U for Uniform, R for Romeo, W for Whisky, O for Oscar, R for Romeo, E for Echo, J for Juliette, and O for Oscar. Cassy : Purworejo. Thank you.



Activity 9 Work in pair to practice spelling names and places using either American or British system. Follow the model of Dialogue in Activity 8, it is based on Activity 9 number a. a. Cassy, American, Texas – Purworejo, Central Java c. Paul Nation, New Zealander, Wellington – Pekanbaru, Sumatra d. Howel Coleman, British, Leeds – Madura, East Java f. Allaudin, Malaysian, Selangor – Balikpapan, Kalimantan g. Raam Punjabi, Pakistani, India – Melbourne, Australia h. Tanom Chit, Thai, Bangkok – Padang West Sumatra i. Yeonhee Dong, Korean, Seoul – Singapore



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14



j. Sonoko Tanaka, Japanese, Tokyo – Bogor, West Java k. Anna Gnoinska, Polish, Sosnowiec – Rome, Italy l. Aquino, Philippine, Manila – Nagasaki, Japan



Activity 10 Study the following list of countries, the people & adjectives and the spoken languages.



Countries, people & adjectives, and spoken languages Countries



People & Adjectives



Spoken Languages



America Algeria Argentina Australia Austria Belgium Brazil Canada China



American Algerian Argentine Australian Austrian Belgian Brazilian Canadian Chinese



American English Arabic and French Spanish English German Flemish, Dutch, and French Portuguese English and French Mandarin and Chinese



Finland Irish Israel Malaysia Mexico Philippines Singapore Switzerland Taiwan …………… …………… …………… …………… ……………



Finish Irish Israeli Malaysian Mexican Philippine Singaporean Swiss Taiwanese ………………. ………………. ………………. ………………. ……………….



Finnish and Swedish Irish and English Hebrew and Arabic Malay, Tamil, English and Chinese Spanish Tagalog and English Malay, Chinese, Tamil and English German, French, and Italian Chinese …………………………….. …………………………….. …………………………….. …………………………….. ……………………………..



Spelling System in English 



15



Activity 11 Add five more countries, people & adjectives, and spoken languages that you know to the list.



Activity 12 Work in pair to practice using the countries, adjectives, and languages in a dialogue like the example below.



Dialogue Learner P : I believe you’re a Malaysian. Learner Q: That’s right. I am from Malaysia Learner P: What languages are spoken in Malaysia? Learner Q: We speak Malay, Tamil, English and Chinese. Learner P: Which languages do you speak? Learner Q: I speak Malay and Chinese Learner P : Good.



Activity 13 Write sentences using the countries, the adjectives, and the languages. Number one is done for you. 1. Mahatir Muchamad is a Malaysian. He was a very successful Prime Minister of Malaysia. He speaks Malay and English. 2. ……………………………………………………………………………………… 3. …………………………………………………………………………………….. 4. …………………………………………………………………………………….. 5. ……………………………………………………………………………………



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16



Activity 14 American and British English is spoken in Indonesia. The following words and phrases help you identify which of them are American or British English. The first group of words is given as examples.



Group 1 No.



British English (BE)



American English (AE)



1.



traveller’s cheque



traveler’s check



2.



single ticket



one way ticket



3.



return ticket



round ticket – two way ticket



4.



telephone box



telephone booth



5.



plasters



bandages



Activity 15 Match the words or phrases in the left with the right words in the right column by drawing lines.



Group 2 6.



baggage



beach chair



7.



city centre



bus



8.



coach



connect (telephoning)



9.



deckchair



curriculum vitae



10.



ground floor



downtown



11.



layover



first floor



12.



put through



luggage



13.



railway station



sink



Spelling System in English 



17



14.



resume, biodata



stopover



15.



washbasin, washbowl



train station



Activity 16 Find the American and British English words or phrases, and write 5 more others.



Group 3 No.



British English (BE)



16.



car hire



17.



engaged



18.



aircraft



19.



the gents/the ladies



20.



chips



American English (AE)



21.



cab



22.



cop



23.



tap



24.



mail box



25.



bar



26. 27. 28. 29. 30.



Activity 17 Some words are written slightly differently. Study the following examples and please add more to the examples.



English for Professional Airline Services 



No. 1.



British English (BE)



2. 3. 4. 5. 6. 7. 8. 9.



programme traveller cheque honour centre grey favourite



colour



18



American English (AE) color program traveler check honor center gray favorite



10. 11. 12. 13. 14. 15.



Activity 18 Work in pair to test each other. One of you mentions the BE or AE and the other says the AE or BE.



Unit 3



Pronouncing Words for Airlines



Source: dltk-kids.com



English for Professional Airline Services 



20



Activity 1 Study the following Dictionary Pronunciation Guidelines The following pronunciation guidelines are adopted from Cambridge Advanced Learner’s Dictionary, 2nd edition © Cambridge University Press 2005. All the pronunciations use the International Phonetic Alphabet (IPA). All of the symbols are shown in the opening part or closing part the dictionary. If there are two possible pronunciations, both of them are shown and separated by a comma. a. British and American pronunciation. If it only shows one pronunciation for a word then it is acceptable in British and American English. If there is a difference, it shows the British pronunciation first, followed by the American pronunciation after the symbol (US). It only shows the part of the American English pronunciation which is different, like this: storehouse /’stɔːhaʊs/ (US) /’stɔːr-/ noun [C] b. Stress Stress patterns show you which parts of a word you should emphasize when you say the word. It shows stress marks in front of the part of the word that should be emphasized. /’/ (the primary stress symbol) This symbol shows you the part of a word that you should emphasize most. For example, in the word picture /’pɪktʃər/ you should emphasize the first part and in the word deny /dɪ’naɪ/you should emphasize the second part. /ˌ/ (the secondary stress symbol) This symbol shows you the part of the word that has the second most important emphasis. This is important if you are pronouncing a long word with three or more syllables. For example, in the word



Pronouncing Words for Airlines 



21



submarine /,sʌb.mə’riːn/ the main emphasis is on the last part of the word but you should also put slight emphasis on the first part of the word as well. There are some compound nouns and phrases (e.g. barn dance, barrier cream) where it does not show a separate pronunciation, because the pronunciations of both of the words in the phrase are shown in other parts of the dictionary. You still need to know about the stress in the phrase. It shows this by using stress markers above and below the words in the phrase, like this: ‘barn, dance c. Syllables In all of the pronunciations there are marks to show you how many syllables the word has. The syllable mark is like a full stop. It comes before each new syllable. For example, in the word standard /’stændəd/ the syllable mark shows you that the word has two syllables. If it shows stress marks in a word, these also show when a new syllables starts. So in a word like banana /bə’nɑːnə/ the stress mark and syllable mark shows you that there are three syllables in the word. d. Strong forms and weak forms Some very common words (e.g. and, them, of) have strong and weak pronunciations which are different. The weak forms are more common. For example, the word them is shown like this in the dictionary: them STRONG /ðem/, WEAK /ðəm/ In a sentence such as ‘I saw them leave’ the weak form /ðəm/ would be used. If you need to emphasize the word them then you need to use the strong form. For example, in the sentence ‘They said they saw me but I didn’t see them’ the strong form /ðem/ would be used.



English for Professional Airline Services 



22



Activity 2 Pronunciation Symbols Each dictionary has slightly different symbols of pronunciation. Learn and compare between the following two dictionaries. First is pronunciation symbols of Cambridge Advanced Learner’s Dictionary, 2nd edition © Cambridge University Press 2005 and the second is Longman Dictionary Contemporary English © Longman Group UK Limited 1993 (Old Edition). a. Cambridge Advanced Learner’s Dictionary, 2nd edition © Cambridge University Press 2005



Pronouncing Words for Airlines 



23



b. Longman Dictionary Contemporary English © Longman Group UK Limited 1993 (Old Edition)



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24



Activity 3 Practice Pronouncing Words a. Pronounce the following words. Notes: verbs (v), noun (n), adjective (adj), conjunction (conj), British English - UK (BE) and American English - US (AE). No 1 2. 3. 4. 5. 6. 7.



Words airline aircraft airport altitude baggage boarding bumpy



Pronunciations UK /ˈeə.laɪn/ /ˈeə.krɑːft/ /ˈeə.pɔːt/ /ˈæl.tɪ.tjuːd/ /ˈbæɡ.ɪdʒ/ /ˈbɔː.dɪŋ/ /ˈbʌm.pi/



US /ˈer-/ /ˈer.kræft/ /ˈer.pɔːrt/ /-t̬ə.tuːd/ /ˈbæɡ.ɪdʒ/ /ˈbɔːr-/ /ˈbʌm.pi/



Pronouncing Words for Airlines 



8. 9. 10.



cabin captain cockpit



/ˈkæb.ɪn/ /ˈkæp.tɪn/ /ˈkɒk.pɪt/



No



Words



1 2. 3. 4. 5. 6. 7. 8. 9. 10.



cloud crew compartment device emergency estimate electronic exit flight flying



No



Words



1 2. 3. 4. 5. 6. 7. 8. 9. 10.



lavatory fasten gate height illuminate inflate landing number passenger priority



No 1 2. 3.



Words release seat shortly



25



/ˈkæb.ɪn/ /-tən/ /ˈkɑːk-/



Pronunciations UK US /klaʊd/ /klaʊd/ /kruː/ /kruː/ /kəmˈpɑːt.mənt/ /-ˈpɑːrt-/ /dɪˈvaɪs/ /dɪˈvaɪs/ /ɪˈmɜː.dʒən.si/ /-ˈmɝː-/ /ˈes.tɪ.meɪt/ /ˈes.tɪ.meɪt/ /ɪˌlekˈtrɒn.ɪk/ /-ˈtrɑː.nɪk/ /ˈek.sɪt/ /ˈeɡ.zɪt/ /ˈek.sɪt/ /ˈeɡ.zɪt/ /flaɪt/ /flaɪt/ /ˈflaɪ.ɪŋ/ /ˈflaɪ.ɪŋ/ Pronunciations UK US /ˈlæv.ə.tər.i/   /-tɔːr.i/ /ˈfɑː.sən/ /ˈfæs.ən/ /ɡeɪt/ /ɡeɪt/ /haɪt/ /haɪt/ /ɪˈluː.mɪ.neɪt/ /ɪˈluː.mɪ.neɪt/ /ɪnˈfleɪt/ /ɪnˈfleɪt/ /ˈlæn.dɪŋ/ /ˈlæn.dɪŋ/ /ˈnʌm.bər/ /-bɚ/ /ˈpæs.ən.dʒər/ /-dʒɚ/ /praɪˈɒr.ɪ.ti/ /-ˈɔːr.ə.t̬i/



UK /rɪˈliːs/ /siːt/ /ˈʃɔːt.li/  



Pronunciations US /rɪˈliːs/ /siːt/ /ˈʃɔːrt-/



English for Professional Airline Services 



4. 5. 6. 7. 8. 9. 10. No 1 2. 3. 4. 5. 6. 7.



take-off temperature ticket tray turbulence upright weather Words answer ask basket branch craft dance raft



/ˈteɪk.ɒf/   /ˈtem.prə.tʃər/   /ˈtɪk.ɪt/ /treɪ/ /ˈtɜː.bjʊ.ləns/ /ˈʌp.raɪt/ /ˈweð.ər/  



UK /’ɑ:nsər/ /’ɑ:sk/ /’bɑ:skɪt/ /brɑ:nt ʃ/ /krɑ:ft/ /dɑ:ns/ /rɑ:ft/



26



/-ɑːf/ /-pɚ.ə.tʃɚ/ /ˈtɪk.ɪt/ /treɪ/ /ˈtɝː.bjə-/ /ˈʌp.raɪt/ /-ɚ/



Pronunciations US /’æn sɚ/ /’æsk/ /bæskɪt/ /brænt ʃ/ /kræft/ /dæns/ /ræft/



I scream for ice cream.



http://pngimg.com/img/food/ice_cream



Pronouncing Words for Airlines 



27



Activity 4 Practice Writing Words and Pronunciations a. The following pronunciations (phonetic transcriptions) of words are often heard as they belong to high frequency words. Write the words and if you have problems, do not hesitate to consult with your dictionary. One is given as an example. No Words 1 acknowledge (verb) 2. 3. 4. 5. 6. 7. 8. 9. 10.



Pronunciations /ək’nɒl.ɪdʒ/ /’æd.ɪkt/ /’æm.ə.tər/ /ə’pɒl.ə.dʒaɪz/ /ə’priː.ʃi.eɪt/ /ə’prəʊtʃ/ /bɔːld/ /’beɪ.bi.sɪt/ /’bæl.ənt s/ /biː/



No 1 2. 3. 4. 5. 6. 7. 8. 9. 10.



Pronunciations /baɪt/ /tʃɑːdʒ/ /’tʃeə.mən/ /’tʃɪə.fəl/ /klaɪm/ /tʃɔɪs/ /dæd/ /dɪər/ /ɝːn/ /ɪ’ræd.ɪ.keɪt/



Words



English for Professional Airline Services 



No 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.



Words



28



Pronunciations /ɪ’skɔːt/ /’frædʒ.aɪl/ /fjʊəl/ /greɪd/ /’gær.ən’tiː/ /’gɑː.bɪdʒ/ /’hɑː.dən/ /’hɑːt.biːt/ /ɪn’teg.rə.ti/ /ɪn’æk.tɪv/ /ɪm’pɒs.ɪ.bl/



b. Write pronunciations of the following words and practice pronouncing them. Two examples are given. No 1 2. 3. 4. 5. 6. 7. 8. 9. 10.



Words record (verb) record (noun) example thing think sink right knight night eight



Pronunciations /rɪ’kɔːd/ /’rek.ɔːd/



No 1 2. 3. 4. 5. 6.



Words color collar even event breathe breath



Pronunciations



Pronouncing Words for Airlines 







29



7. 8. 9. 10. 11.



bread floor flower flour flavor



No 1 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.



Words taught thought hi high hear here censor sense worse verse first



Pronunciations



No 1 2. 3. 4. 5. 6. 7. 8. 9. 10.



Words advertise advertisement examine examination present presentation minute mature prejudice exhausted



Pronunciations



English for Professional Airline Services 



30



c. Check the pronunciations and meanings of the following group of words. Two groups are given as examples. No.



Pronunciations and meanings



1.



a. aisle /aɪl/ n.: a long narrow space between rows of seats in an aircraft, cinema or church b. isle /aɪl/ n.: literary (used especially in place names) an island; Caribbean isles c. I’ll /aɪl/ : contraction of ‘I will’



2.



a. bare /beə(r)/ adj. : without any clothes or not covered by anything b. bear /beə(r)/ vb. : to accept, tolerate or endure especially something unpleasant c. bear /beə(r)/ n. : a large, strong wild mammal with a thick furry coat that lives especially in colder parts of Europe, Asia and North America



be and bee, by and buy, bean and been, cent and scent and sent, cereal and serial, cite and sight and site, council and counsel, days and daze, dear and deer, for and fore and four, grate and great and greet, heal and heel and he’ll, idol and idle, knew and new, knight and night, lightening and lightning, made and maid, mail and male, principal and principle, throne and thrown, waist and waste, wait and weight, way and weigh, weather and whether d. Find and write fifty common words or jargons used in airlines and write the pronunciations. Pronunciation is very important for teachers who are supposed to be classroom models. Checking the pronunciation of specific words that we are not sure with their pronunciations is a must. Dictionaries are the right sources to consult with not only in terms of the meanings of words but also to strive to correct pronunciations.



Pronouncing Words for Airlines 



31



Examples: Words 1. detector 2. destination 3. document 4. overweight 5. handbag 6. 7. 8. 9. 10-50.



British English /dɪˈtek.tər/ /ˌdes.tɪˈneɪ.ʃən/ /ˈdɒk.jʊ.mənt/ /ˌəʊ.vəˈweɪt/ /ˈhænd.bæɡ/



American English /-tɚ/ /ˌdes.tɪˈneɪ.ʃən/ /ˈdɒk.jʊ.mənt/ /ˌoʊ.vɚ-/ /ˈhænd.bæɡ/



Unit 4



Travel Activities



Source: https://www.facebook.com/evalia.whitney/media_set?



To make a travel, a tourist does a lot of activities starting from planning the travel, preparing travel documents, booking tickets and accommodations, going from one place to another, dining in restaurants, swimming, taking photos, shopping, buying souvenirs, etc.



Activity 1 Work individually. Write words or phrases related to tourist activities in 5 minutes. The words or phrases should be out of the list below. The



Travel Activities 



33



winner is the one who can write the most words and phrases. The winner will write his words on the board.



Activity 2 Look through the following words or phrases. Tell your partner what you know about them. No a. (home town) is given as an example. (Note: To replace this activity, a describing game can be given, see File 4.1.) Student A : Can you tell me what you know about hometown? Student B : Hometown is a town where a person is born or comes from. a.



b. c. d. e. f. g. h. i. j. k. l. m.



home town transportation private



n. bus station o. railway station p. port/harbour



public tourist traveller visitor bus train ship airline taxi



q. r. s. t. u. v. w. x. y.



airport destination accommodation hotel motel inn activities business pleasure



terminal



z.



official



Activity 3 Work in group of three to do a describing game. One member of the group describes one of the words in the list above or the words they have written down in Task 1, the others guess what s/he describes. Do it in turns. The winner is the one who can guest the most words.



English for Professional Airline Services 



34



Activity 4 Work in group of three to tell each other your travelling experience. You feel free to interrupt and add more related questions if you want to. The following points may guide you what to tell. a. Your travelling activities from your home address to the destination and going back home 1. When did you travel? 2. Where did you go? 3. What places did you visit? 4. Which attraction/place did you like best? 5. Which attraction/place you didn’t like? Why? 6. Whom did you go with? 7. How long did you travel? 8. What was your best experience? Please explain. 9. What was your worst experience? 10. How much did you spend for your travelling? b. The accommodation you had when you made a trip 1. Where did you stay? 2. How did you like the accommodation? 3. Was there anything that you didn’t like about the accommodation? 4. What were they? 5. Why? c. The transportation you used 1. What kind of transportation did you use? 2. Which means of transportation did you like best? Why? 3. How was the fare of each transportation? d. The food and drink you had 1. In which restaurant did you have your food? 2. Was it expensive? How much did you spend?



Travel Activities 



35



3. Which restaurant and food did you like most? 4. Which food did you like best? Why? e. The souvenir you bought 1. What souvenir did you buy? 2. How much was it or were they? 3. Who were they for? 4. Why did you give them?



Source: bandungstraat.com



Activity 5 Write your travelling experience in paragraphs on a piece of paper. The information should cover the whole points above. Your experience happens in the past so you have to use past tense.



Activity 6 Peer correction. Give your paper to your neighbour. Let her/him give some corrections to your writing. Revise your writing and give it to your teacher.



English for Professional Airline Services 



36



Activity 7 Look at the chart of the flow of tourist’s activities. Describe orally what tourist should do before leaving his house. What should be done when using private or public transportation? What would be done at destinations, hotels, etc?



Example: Before travelling, a tourist plans where to go, when to depart, how to travel, where to stay and calculates the budget. He may arrange the travel either by himself or by the help of a travel agent. He should have got the travel documents needed like passport, identity card, traveller’s cheque, etc. He does some packing to make sure to bring enough clothes, …. (please, continue)



Activity 8 Write a description of how a tourist travels starting from home and going back to home. Remember that activities which are done regularly or routine activities are written in present tense.



Travel Activities 



37



THE FLOW OF TOURIST’S ACTIVITIES Tourist’s home, hometown or country



 Before leaving: planning, budgeting, arranging travel documents, booking tickets, reserving rooms, changing money and packing, etc.







 Private Transportation: car, motorbike, (plane) etc.



Public Transportation: bus, train, ship, airline, etc.











Terminal: bus, railway station, airport, harbour/port







Stopover: at rest area, restaurant, mosque for a rest & dining



Arriving in the next terminal or destination







Transportation to the hotel or house: bus, taxi, car, etc. ship, airline







Arriving at the hotel or destination.



In the destination (hotel, place of interests, attractions): meeting, business, shopping (souvenir), visiting friends, sightseeing, eating, drinking, messaging, swimming, exercising, sleeping, dreaming, etc.







Going back home



English for Professional Airline Services 



38



Activity 9 Study the following less formal and formal expressions. Less formal expressions



Formal expressions



Hi! Hi, mates. How’s life? Hallo guys.



Good morning. Good afternoon, sir. How are you?



Good evening, madam.



Heeh? What? What you said?



I beg your pardon, madam? I’m sorry sir, could you say that again please. I’m sorry, I couldn’t catch what you said.



What is your name? And address?



Could I have your name, please? And your address, please?



Where is your passport? Your credit card expired.



Can I have your passport, please? I’m afraid your credit card has expired, madam.



You take non-smoking seat, sir? You like a smoking area? Seat by the window, madam?



Would you prefer to have a nonsmoking seat, sir? Which do you prefer a smoking or…? Would you like to have a seat by the window, madam?



You can not smoke in here. I’m sorry sir, smoking is not perDon’t leave your bag in here. mitted in this area. I think you’d better bring your bag with you, sir.



Travel Activities 



39



Bye-bye. See you.



I hope to see you again. I look forward to seeing you. Goodbye



You follow me. Come this way.



Would you like to follow me, please? Would you like to come this way, sir?



Thanks a lot. Thanks.



Thank you very much. Very well, thank you.



OK Why not?



It’s alright, sir. Certainly, sir.



Do you need help? What do you want, sir?



Could I help you, sir? What can I do for you, madam?



Forget it. Same-same



You’re welcome. Don’t mention it.



Beefsteak or fried chicken? What do you eat?



Which do you prefer a beefsteak or fried chicken, sir? What would you like to have, madam?



Just, wait! I’m coming back.



I’ll be back in a moment. Would you wait for a moment, madam?



English for Professional Airline Services 



40



Activity 10 When speaking to a guest or customer we are advised to use formal language. However, if the guest or customer asks to speak informally, then we have to do so. Think of any other situations in travel services. Write some more less formal and formal expressions. Less formal expressions



Formal expressions



Unit 5



Giving Flight Information



Activity 1 A travel agent has a capacity to provide flight information. Look over and study the following expressions commonly used when giving flight information.  Good morning, Enhaii Travel. May I help you?  Garuda Airline, good morning. How may I help you?



English for Professional Airline Services 



42



 Good afternoon, Bayu Buana. What can I help you?  Hold the line, please.  Would you like to hold on, please?  Would you like to hold the line or would you call him back later?  Will you hold or will you call back?  I’m sorry the line is engaged/busy.  I’m sorry there is no reply.  I’m sorry, it’s a bad line, could you put the telephone down and dial again, please.  I’m sorry sir, she is not in at the moment.  I’m sorry, Mr. Jaka, the line is engaged/busy.        



I’ll put you through. I’ll try to connect you. I’m trying to connect you, please hold the line. Would you like to wait or would you like to leave a message? Would you like to call him back? Would you like to hold the line, please? Would you like to leave a message? Could I take a message?



    



Could I know who’s calling, please? May I know who’s speaking, please? Who shall I say is calling? She is not available. Who can I say called? Is there anything I can help you with?



    



I’m sorry to keep you waiting, sir. I’m sorry to have kept you waiting, Mr. Jati. I’ll pass on your message to Mr. Jaka as soon as he is back. Thank you for calling Enhaii Cottage. Thank you for your call.



Giving Flight Information 



43



Activity 2 Study the following dialogues based on the Merpati and Garuda Airways Flight Schedules underneath.



Dialogue a Merpati Caller Merpati Caller Merpati Caller



: Merpati Airlines. Good morning, can I help you? : Good morning. Can I know if there is a flight to Denpasar on Sunday? : Certainly madam. But I’m sorry there is no flight to Denpasar on Sunday. : What days do you have the flights then? : The flight to Denpasar are available on Tuesday, Thursday and Saturday : Thank you.



Dialogue b Merpati Caller Merpati Caller Merpati Caller Merpati



: Good morning, Merpati. How may I help you? : Yes. I want to go to Palangkaraya. How often do you fly to Palangkaraya? : The flights available are twice a week. : On what days are they? : They are on Tuesday and Saturday. : Thank you. : Thank you for calling.



Dialogue c Garuda Caller Garuda Caller Garuda



: Good afternoon. May I help you? : I like to go to Surabaya on Sunday morning. : What time do you want to depart? : About 7 o’clock. : I’m sorry we don’t have flight at 7.00. What about a bit earlier at 6.00.



English for Professional Airline Services 



Caller Garuda



44



: Six o’clock in the morning. That’s better. Thank you. : Thank you for calling.



Activity 3 Work in pair to practice the dialogue above using the Garuda Indonesia Airways Flight Timetables below.



Source: Garuda Indonesia Airways - GIA (2003)



Giving Flight Information 



45



Source: Garuda Indonesia Airways - GIA (2003)



Activity 4 Guessing words in context. The following text has are 9 underlined words. The meaning of the words are available in the table below. Guess the meanings of the words by writing the numbers before the meanings of the words in the list below. One number is given as an example. a. b. c. d. e. f. g. h. i.



4



finish successfully pleasant and well intentional speaking roughly, and plainly without trying to be polite or to hide unpleasant facts meeting unfriendly or impatient showing cruelty and lack of sympathy especially dealing with bad behaviour a frightening person not careful or thorough enough shocked or surprised very greatly



English for Professional Airline Services 



46



Telephone Calls Most businesses get far more telephone calls than walk-in clients. Even those companies that rely on street traffic need employees with good telephone manners, because many people call before making the trip. And just as you wouldn’t blockade your public entrance, make it sloppy(1), or select a rude receptionist, your telephone manners shouldn’t make people rethink whether they want to do business with you. A company representative once screamed to a caller, “What do you want!” Stunned(2), the client said in a cool but calm voice, “Excuse me, What did you just say?” The representative then quickly reflected and said, “Oh, did I just say that? I’m so sorry.” If she hadn’t realized her rudeness and apologized – and many people don’t understand how badly they come across on the telephone – the client would have taken his business elsewhere. It’s not just what you say, but how you say it. One otherwise amiable(3) supervisor believed that talking on the telephone was something to accomplish(4) as swiftly as possible. (Perhaps, as a youngster he was told telephone calls were expensive!) So, when he received a call, although he had been joking and laughing with co-workers a minute earlier, he became gruff(5), blunt(6), and unreceptive to the caller, speaking in harsh(7) tones with short answers. Unfortunately, those who dealt with him, exclusively by phone had only his telephone behaviour to judge him by. One client was shocked when he later met him at a convention(8) and found out he wasn’t the ogre(9) he had expected. Pachter & Brody (1995: 114-145)



Activity 5 Write T if the statement is true and F if the statement is wrong after the sentence or statement.



a. Walk-in clients may not make telephone calls when doing business.



Giving Flight Information 



47



b. A rude receptionist blockades public telephone entrance. c. People like doing business with you if you are sloppy d. A company representative was stunned because of a very polite answer he heard. e. People judge somebody only by his telephone behaviour. f. The ogre was not frightening the client. Activity 6 You may also be responsible for handling telephone messages for your guests. Read the following dialogues and have a look at how you should write down the messages.



Dialogue a Operator Caller Operator Caller Operator Caller Operator Caller



: Haryono Tours and Travels, good afternoon, can I help you? : Yes. Can I speak to Ricky Doang, the reservation manager, please? : Certainly, sir. Would you like to hold on, please. I’m sorry sir, Mr. Ricky Doang is not in at the moment? : It’s OK then. I’ll call him back later. : That’s fine, thank you. May I know who’s speaking, please. : It’s from David. : Mr. David, thank you : Thank you



Dialogue b Operator Caller



: Good morning, Enhaii Tours and Travels. May I help you? : Good morning. Could you put me through to Mr Johny, please.



English for Professional Airline Services 



Operator Caller Operator Caller Operator Caller Operator Caller Operator Caller Operator Caller



48



: Hold on, please. I’m trying to connect you. : Thank you very much. : Oh, I’m sorry the line is engaged. Would you like to hang on? : No, thank you. Could you just tell him that my lost camera has been found. : Certainly. I’ll give him the message but could I have your name please? : It’s from Sara Kadarman, S-a-r-a K-a-d-a-r-m-a-n (S for sierra, a for alpha, etc.) : Ms. Sara Kadarman : Yes, that’s right. : And could I have your phone number, please? : It’s 081 55674839 : Yes, 081 55674839 : Thank you.



Activity 7 Work in pairs to practice the dialogues (Activity 6a & b) by changing the words or expressions in italics.



Activity 8 Look at the following message form from Haryono Tours and Travels and notice how the operator (Ms. Ina) wrote the message from dialogue Task 4a. in the form. Then write the message from dialogue 4b in the next form from Enhaii Tours and Travels.



Giving Flight Information 



49



Haryono Tours and Travels Jl. ……….. Jakarta



Enhaii Tours and Travels Jl. Dr. Setiabudhi no. 186. Bandung



Message for : Mr. Ricky Doang



Message for : …………………………..



Caller’s name : David Telp. Number : ……



Caller’s name : ………………………….. Telp. Number : ……………..



Message : Mr. David will call back.



Please call at number above Will call back at ………….



Date : February, 24 2004 Time : 16.00



Message ……………………………………………… …………………………………………….. ………………………………………………



The message received by Ina



Date : …………… Time : The message taken by …….



Activity 9 Work in pairs to do more practice in taking messages using the message forms below. One of you becomes a caller and the other becomes an operator or receptionist.



English for Professional Airline Services 



Enhaii Tours and Travels Jl. Dr. Setiabudhi no. 186. Bandung



50



Enhaii Tours and Travels Jl. Dr. Setiabudhi no. 186. Bandung



Message for : ………………………….. Message for : ………………………….. Caller’s name : ………………………….. Caller’s name : ………………………….. Telp. Number : …………….. Telp. Number : …………….. Please call at number above Will call back at ………….



Please call at number above Will call back at ………….



Message ………………………………………………… ……………………………………………. …………………………………………………



Message ……………………………………………… ……………………………………………. ………………………………………………



Date : …………… Time : …………………. The message taken by ……………………………



Date : …………… Time : …………………. The message taken by ……………………………



Activity 10 Explore the following tips in telephone etiquette but the tips are mixed up. Please identify by writing “yes” to the do’s and ‘no” to the don’ts. Two numbers are given as examples. Yes



1. Answer the telephone promptly, courteously and listen carefully. Be attentive when listening * Pick up the phone receiver within two rings to show prompt attention. 2. Allow the guest to hang up the phone first.



Giving Flight Information 



No



51



3. Apologize when we dialed a wrong number. “I’m sorry I must have reached the wrong number” 4. Be organized. 5. Be positive, polite, friendly and efficient. 6. Chew gum, candies, etc. 7. Coughing and sneezing are natural. If you do cough or sneeze, please say, “Excuse me.” 8. Close the conversation and thank the guest for calling “It’s been nice talking to you” or “Thank you for calling” 9. Give a friendly greeting and identify both yourself and your company. “Enhaii Travel, good morning. Can I help you?” “John speaking. How may I help you?” 10. Hit the table using either a pen or your finger. 11. Interrupt the conversation if you have to talk to someone else. 12. Let the guest hear unnecessary noise and background co versations. 13. Rush when in a hurry or under pressure. 14. Say “Hi, Oh dear, Honey, Sweetie, what the hell, etc.“



to the caller. 15. Say “I’m sorry, sir, could you repeat that, please?”, or “Would you say that again please?” if something is not clear. 16. Slam the phone down or drop it. 17. Speak clearly, appropriately and articulately. 18. Transfer a call without telling the caller you are going to do so. 19. Try to address the caller by name if you know his name. 20. Try to stop previous conversations before picking up the receiver. 21. Use simple answer “yes” or ‘no” instead of saying “of course”, “certainly” or “sure”, “I am sorry….” or “I’m afraid….” instead. Adapted from Pachter & Brody (1995: 114-133)



Unit 6



Airports, Airline Codes and Flight Timetables



Source: Putri/detikTravel



Activity 1 Answer the following questions. 1. How many local airlines are there? What are they? 2. Which airline is the best in our country? Why? 3. Which is the worst do you think? Why? 4. How many airports are there in Indonesia? 5. What and where are they? 6. Which belongs to international ones? 7. Do you know any aircraft types? What are they?



Airports, Airlines Codes and Flight Timetables 



53



Activity 2a Fill in the following table as you may know. Number one is given as an example.



No. 1.



Countries Indonesia



2.



Airports



Codes



City, Local or International Soekarno-Hatta (Cengkareng) Halim Perdana Kusuma



Local or International CKG JKT



3. 4. 5. 6. 7. 8. 9. 10.



Activity 2b Fill in the following table. No one is given as an example. No.



1.



2 3. 4. 5. 6. 7.



Countries Indonesia



Malaysia Singapore Australia Thailand



Airlines Garuda Indonesia Airways Merpati Nusantara



Codes Local International GIA GA MNA



MZ



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54



8. 9. 10.



Activity 3 Study the following Airline, Aircraft, and City Codes from Garuda Schedules 2003.



Source: Garuda Indonesia Airways - GIA (2003)



Airports, Airlines Codes and Flight Timetables 



55



Activity 4 Pair work. One of you mentions the codes and the other tells the Airlines, Aircrafts, and Cities or vise versa. Note: KLM (KL) Koninkelijk Luchtmacht Maatschaapij (Royal Dutch)



Activity 5a Study the following pieces of information on how to use timetable and memorize them.



Source: Garuda Indonesia Airways – GIA (2003)



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56



Activity 5b Pair work. Test your partner with the pieces of information available. Examples : What does Y represent? What does no. 1 refer? Y represents economy class No. 1 refers Day 1 (Monday)



Activity 6 Study the following currency codes



No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21.



Countries Argentina Australia Bangladesh Belgium Brazil Canada China Cuba Denmark France Germany Greece Hong Kong India Indonesia Iraq Italy Japan Korea (south) Malaysia Philippine



Currency



Argentine Peso Australian Dollar Taka Belgian Franc



Cruzeiro Canadian Dollar Renminbi Cuban Peso



Denish Krone French Franc Deutschmark Drachma



Hong Kong Dollar Indian Rupee Rupiah Iraqi Dinar



Lira Yen Won Malaysian Ringgit



Philippine Peso



Codes ARA AUD BOT BEF BRR CAD CNY CUP DKK FRF DEM GRD HKD INR IDR IQD ITL JPY KRW MYR PHP



Airports, Airlines Codes and Flight Timetables 



22. 23. 24. 25. 26.



Saudi Arabia Singapore Thailand United Kingdom United of America



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Riyal Singaporean Dollar Bath Pound sterling



SAR SGD THB GBP



US Dollar



USD



Activity 7 Test yourself the currencies and codes of counties above.



Activity 8 Learn the following Garuda Flight Timetables from Jakarta. Make sure you understand every single item, code, abbreviation, or piece of information in the timetable.



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Source: Garuda Indonesia Airways – GIA (2003)



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Notes UTC Unit Time Calculator. The unit of time is calculated based on Greenwich Mean Time (GMT or the Big Ben in London). If you look at the flight timetable from Jakarta to London, you will find that UTC is not shown for London. It means that if in London is at 24.00 (midnight) or 00.00 o’clock, in Denpasar (UTC+0800) is 08.00 a.m. and in Darwin (UTC-0930) is 09.30 a.m.



Activity 9 A. Suppose you work for the Garuda Airways Office in Jakarta. The following customer enquiries are based the flight timetables above. Please answer the questions. 1. Mr. Tom is on Flight GA 410 on Friday to Brisbane. a. What time does the Aircraft depart? b. What time does he arrive in Brisbane? c. Where does he transfer the flight? d. Which next flight is he on to Brisbane? 2. Mrs. Endang is on the 2000 flight to Darwin. a. What is the flight code number? b. Where does he stopover to transfer the flight? c. What classes are available in this flight? d. What types of aircraft are operating in this flight? 3. Flight to Denpasar a. How many flights are there to Denpasar a week? b. What time is the earliest flight? c. What time is the latest? d. What day has the most frequent flights? e. What day has the least frequent flights? f. Can I fly economy to Denpasar?



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4. a. Can you fly first class to Edinburgh? b. If you want to arrive in Edinburgh at 2000, which flight do you have to take? c. Does GA 902 fly to Edinburgh every day? B. Write ten more inquiries. 1. 2. 3 4. 5. 6. 7. 8. 9. l0. C. Let your partner answer your inquiries.



Activity 10 Pair work. One of you acts as a customer and the other acts as a ticketing officer using the timetables available. Some customers in Jakarta come to you to arrange the flights they want. Try to find out different flights if possible included the departure times, arrival times, air crafts, classes, transit, airlines codes, meals on boards, etc. Use the information in the Garuda Airways timetables.



Examples: Ticketing officer Customer Ticketing officer Customer



: Good morning sir? Can I help you? : Yes, I want to fly to Biak. : When do you want to go sir? : Tomorrow, on Tuesday.



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Ticketing officer : I’m sorry sir, there is no Tuesday flight. Customer : Really? What days are the flights available then? Ticketing officer : We have on Monday, Wednesday, Friday and Sun day. Which do you prefer? Customer : Wednesday. What time does the plane depart? Ticketing officer : It departs at 2140 and arrives at 05.20 on the next day. Customer : Thank you very much. Ticketing office r : You’re welcome, sir.



Use the following expressions to do Activity 10. Good morning, may I help you, sir? What can I do for you? Can I help you? What can I help you? When would you like to travel/go/depart? Which day do you prefer? What day do you intend to depart? You’ll stopover at…… for two hours. What time do you prefer? There is no direct flight to Biak. The flights are available on…. The aircrafts operate in this flight are Fokker (F-50) and (F-100) The flight leaves at........ You’ll arrive in Jakarta at..... The aircraft departs at…… I am sorry there is no flight at 7 on Sunday. We have at……… I am sorry madam, there is no flight to…….. on Tuesday and Wednesday.



Thank you for the call. Thank you for the inquiry.



Unit 7



Explaining Flight Regulations



Source: loopnewsbarbados.com



Activity 1 Study the following Terms and Conditions of Lion-Air that include general information, E-ticket cancellation and refund (Lion Air, n.d).



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63



Terms and Conditions of Lion-Air



1. General Information Check-in time: For Indonesia Domestic Flights, Check-in starts 2 hours prior to departure and check-in counters close 30 minutes before departure time for all classes of passengers. For International Flights, check-in starts 2.5 hours prior to departure and check-in counter close 45 minutes before departure time for all classes of passengers. In order to maintain schedules, the boarding gate will be closed 15 minutes before departure time. Passengers, who do not report at the boarding gate at the requested boarding time, will not be boarded on the said flight and will be considered no-show passengers. In the event of delays and misconnection of flights not within the reasonable control of Lion Air; Lion Air will disclaim any liability towards the same. No-Show Passengers: confirmed passengers who do not present themselves for their booked flight are termed as ‘No – Shows’. If for some reason you are unable to undertake travel on flight for which you have a confirmed booking, please contact Lion Air Reservation & Ticketing as early as possible to avoid penalty. Overbooking: In the event of overbooking, Lion Air will make every effort to provide seats for which confirmed reservation have been made, however, no absolute guarantee of seats availability is denoted by the expression reservations, bookings, status OK or HK, and the timings attached to them. Cancellation/Refund/Rebook/Re-issuance of ticket: Please contact Lion Air Reservation & Ticketing offices for details on our cancellation and refund policy Credit Card Purchases: Please note that the credit card used to pur-



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chase your Lion Air flight tickets is required to be presented at time of check-in by the cardholder for verification at check-in. Failure to comply with this, Lion Air reserves the right to deny boarding and cancel the ticket(s) and contract of carriage. Payment: Fares must be paid in full before the given time limit expires. In the event that the fare has not been paid in full for any reason whatsoever, Lion Air reserve the right to cancel the reservation/ticket prior to check-in and/or to deny you to board the flight. Infants: We reserve the right not to carry infants aged two (2) days-old or less. Infant aged between three (3) and seven (7) days require Medical Certificate to confirm that the Infant is fit to travel on air transport. The Medical certificate must have been issued 72 hours before the standard departure time. Maximum age for Infant is less than 2 years old. Pregnant Passengers: All expectant Mothers are required to sign form of Indemnity (FOI). A Medical certificate that confirms the expectant mother is fit to travel on air transport is required to be produced at the point of check-in for pregnancy over 28 weeks.



2. E-Ticket Passenger Itinerary/Receipt Please note that you are required to keep a printed copy of this “E-Ticket Itinerary” with you throughout the journey as it is required for entry into the airport, check-in, refunds or exchanges. To enter the airport and for check-in, you must present this itinerary receipt along with Official Government issued photo identification such as passport, identity card or Indonesians KTP. This E-Ticket Itinerary will have to be presented along with valid photo identification at the time of refund or exchanges. This E-Ticket Itinerary does not constitute a document for carriage and in the event of any difference between it



Explaining Flight Regulations 



65



and the record of booking in the Lion Air reservation system, the latter shall prevail. Fare (s) subject to cancellation charges, if any. Please contact Lion Air Reservation and Ticketing for details. By booking this ticket/fare, you agree and accept all terms and conditions, cancellation and ticket exchanges rules of this ticket/fare.



3. E-Ticket Cancellation & Refund Please contact our Call Center or visit our Website for E-Ticket Refunds/ Exchanges/ Re-issues. Carriage and other services provided by the carrier are subject to General Condition of carriage which are hereby incorporated by reference. If the Passenger’s journey involves an ultimate destination or stop in a country other than the country of departure, the Warsaw Convention may be applicable and the Convention governs and in most cases limits the liability of carriers for death or personal injury and in respect of loss or damage to baggage. Adapted from Lion Air (n.d).



Activity 2 Answer the following questions. 1. Have you read any flight regulations before? Please, describe what you know about them? ………………………………………………………………………………. 2. What time do you have to check in if your departure is at 09.50? ………………………………………………………………………………. 3. When is the boarding gate closed? ………………………………………………………………………………. 4. What happens if a passenger is late to report at the boarding gate as scheduled? ………………………………………………………………………………. 5. When must a passenger report a cancellation at the latest? ……………………………………………………………………………….



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6. Can a passenger avoid penalty? ………………………………………………………………………………. 7. Do you know what a refund policy is like? ………………………………………………………………………………. 8. What is a credit card for? ………………………………………………………………………………. 9. What happens if a passenger is not able to pay in full before the given time limit expires? ………………………………………………………………………………. 10. Does a two-day old Infant require Medical Certificate? Why? ………………………………………………………………………………. 11. Can a woman with a nine-month pregnancy travel on air? ………………………………………………………………………………. 12. Why does a passenger need to bring with her an E-ticket printed copy? ………………………………………………………………………………. 13. How can a passenger cancel her air ticket and get the refund? ……………………………………………………………………………….



Activity 3 Study the following words or phrases related to flight regulations.



Group a Look through and read. 1. inseparable (adj) 2. herein (adv) 3. hereafter (adv) 4.



subject to (adj)



5.



endevour (v)



not able to be separated in this place, document, statement or fact (in legal document etc.) in the rest of this document something depending on something in order to be completed or agreed; something or somebody under the authority of something or somebody to try very hard to do something



Explaining Flight Regulations 



6.



utilize (v)



7.



lapse (v)



8.



entitle (v)



9.



substitute (n)



10.



delay (n)



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to use something especially for practical purpose to be no longer valid because the period of time that it lasts has come to an end to give somebody the right to have or to do something a person or thing that you use or have instead of the one you normally use or have a situation in which something does not happen when it should



Group b Match the meanings of the words with the words by drawing lines. Number 11 is given as an example. 11. 12. 13. 14. 15. 16. 17.



18.



a law that has been passed by a parliament the state of no longer having something the state of being legally responsible for something. easily broken or damage likely to decay or go bad quickly objects such as rings and neck­laces that people wear as decoration to choose not to demand something in a particular case, even though you have a legal or official right to do so a person who has been chosen to speak or vote for somebody else or on behalf of a group



act (n) fragile (adj) jewelry (n) liability (n) loss (n) perishable (adj) provision (n)



representative (n)



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19.



20.



the act of supplying somebody with something that they need or want to keep something, to continue to have something



68



retain (vb)



waive (v)



Group c Choose the words appropriate them. a. baby’s carrying basket (n) b. binocular (n) c. collapsible (adj) d. container (n) e. crutches (n) 21.



22. 23. 24.



25. 26. 27. 28. 29.



custody (n)



with their meanings by writing before



f. custody (n) g. exceed (v) h. excess (n) i. infant (n) j. vanity (n)



the legal right or duty to take care of or to keep somebody or something; the act of taking care of somebody or something a baby or a very young child that can be folded flat or made into a smaller shape that uses less space two long sticks that somebody puts under his arms to help him walk after he has injured his foot or leg a basket for carrying baby’s needs when travelling too much pride in your own appearance, abilities or achievement to be greater than a particular number or amount more than is necessary, reasonable or acceptable a box bottle, etc. in which something can be stored or transported



Explaining Flight Regulations 



30.



69



an instrument, like two small telescope fixed together, that makes far away objects seem nearer when we look through it



Group d The following words have some letters in the middle missing. Find the missing letters and write. 31 32



co . . . . . . on (n) br - ce (n)



33 34



fl - - - - -le (adj) po - - - - -us (adj)



35



bu - -ne (n)



36



pr - - - ne (n)



37



aq - - - -ng (n)



38



al - -li (n)



39



ba - - -ry (n)



40



et - - - - -ic (adj)



the act of using or eating food device that holds things firmly together or holds and supports them in position that can catch fire and burn easily causing death or illness if swallowed or absorbed into the body a gas produced from petroleum, use in liquid form as a fuel for cooking or heating a colourless gas found in natural gas and petroleum and used as a fuel for cooking or heating cylinder of oxygen strapped to a person’s back for underwater swimming chemical substance that reacts with acids to form a salt a device that is placed inside a car engine, clock, radio, etc. and that produces the electricity that makes it work that can easily causes disease



Group e Some letters in the following words are missing. Find the missing letters and write. You can refer to the dangerous good in the flight regulations above.



English for Professional Airline Services 



41. 42.



expl - - - - - - (n) mun - - - - - - (n)



43.



fire - - - - (n)



44.



ble - - - (n)



45.



pero - - - - (n)



46.



arse - - - (n)



47. 48. 49. 50.



cya - - - - (n) insec - - - - - - (n) weed - - - - - - (n) mer - - - - (n)



70



bombs military weapons, ammunition and equipment a small device containing powder that burns or explodes and produces bright coloured lights and loud noises used especially at celebrations a chemical that is used to make something become white or pale and as disinfectant a colourless liquid used to kill bacteria and to bleach hair a chemical element that is an extremely poisonous white powder a highly poisonous chemical compound a chemical used for killing insects a chemical substance for killing weeds a chemical element that is a poisonous silver-white liquid metal used in thermometers



Activity 4 Playing with words. Work in group of threes to test one another. To make it easier, please focus on word group by word group. One person reads the descriptions and the others guess the words.



Activity 5 Work in pair. Ask each other the description of the words above. You may start from a group of words and to make it more challenging you can ask the words randomly from group A until group E.



Activity 6 Choose 10 most attractive words or phrases from the flight regulations above and write a sentence of your own for each word or phrase.



Explaining Flight Regulations 



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Activity 7 Answer the following questions before reading the Airline Baggage Rules below. a. What do you know Airline Baggage Rules? b. Do you think domestic Airline Baggage Rules are the same as or different from international Airline Baggage Rules? c. What are the similarities or differences? d. What international regulations are adopted by domestic regulations or vise versa. e. Is it allowed to bring food and drink in domestic flight? f. Are pets and plants permitted to be carried on international flight?



Activity 8 Study the following Airline Baggage Rules (Garuda Indonesia Airways, 2014).



Airline Baggage Rules General Baggage Rules Baggage admitted for carriage as passenger’s baggage may only contain such articles, effects or other property of passengers as are necessary for wear, use comfort, or convenience, in connection with the trip. Carriers have the right (except for diplomatic bags) but not the obligation to verify, in the presence of the passengers, the contents of their baggage.



Checked Baggage Allowances See table below for Free Baggage Allowance accorded by Garuda Indonesia. You can enjoy additional allowance if you are a member of GarudaMiles or Frequent Flyer Program of SkyTeam.



English for Professional Airline Services 



PASSENGER 
TYPE



1. ADULT



2. CHILDREN



3. INFANT



72



PC/WEIGHT CONCEPT
(PC OR # OF PIECES EX. 1PC OR WEIGHT) First 40 kg Business 30 kg Economy 20 kg First 40 kg Business 30 kg Economy 20 kg First 20 kg Business / Economy 10 kg Infants not entitled to a seat shall be allowed 10kg (22lb) and in addition 1 checked or carries on fully collapsible stroller/pushchair or infants carrying basket or infants car seat, which may be carried in the passenger cabin subject to the availability of space.



CLASSES
(FIRST, BUSINESS, OR ECONOMY)



Carry On Baggage/Unchecked Baggage Articles carried in the passenger cabin are subject to the passenger’s own supervision and responsibility. Under Garuda Indonesia’s cabin baggage policy, each passenger will be allowed the following cabin baggage allowance. One bag not exceeding 115 linear cm (L56cm + H36cm + W23cm) weight of 7 kg.



For Economy Class on Bombardier CRJ1000ER aircraft: One bag not exceeding 92 linear cm (L41cm + H34cm + W17cm) weight of 7 kg. Articles such as medicine, money, jewelry, securities, valuable, telephone cellular and documents (paper documents and electronic documents e.g USB and EHD) shall not be included in checked baggage, but should be carried by passenger at all times.



Explaining Flight Regulations 



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Passengers are also permitted to carry items in the list below which may be carried in addition to free baggage allowance: v Laptop v A hand bag, a pocket book or purse v An overcoat, wrap or blanket v An umbrella or walking stick v A small camera and / or a pair of binoculars v A reasonable amount of reading matters for in flight v Infant-carrying basket or bassinet v A fully collapsible wheelchair or a pair of crutches for passenger use provided that he is dependent upon them.



Dangerous Goods Articles categorized as dangerous goods shall not be carried on an aircraft in a cabin occupied by passengers and flight deck, except in accordance with limited restrictions specified by the Authority or in the IATA DGR. Please ensure that you do not pack items specified in this list in your carry-on or checked baggage. The list of prohibited items are as follows: v Explosives, munitions, fireworks, and flares v Security-type cases/boxes incorporating goods such as lithium batteries or pyrotechnics v Compressed gases (flammable, non-flammable, or poisonous) such as butane, propane, aqualung cylinders, lighter fuels, or refills v Lighters (butane, absorbed fuel, electric, battery-powered, novelty) v Oxidizing substances such as bleaching powder and peroxides v Flammable liquids such as paints and adhesives v Flammable solids such as safety matches and articles which are easily ignited v Disabling devices such as mace or pepper sprays, with irritant properties v Poisons such as arsenic, cyanides, or insecticides v Radioactive materials



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v Corrosive materials such as mercury (which may be contained in thermometers or blood pressure gauges,) acids, alkalis, and wet cell batteries v Meals-Ready-to-Eat (MREs) v Firearms / parts of firearm such as revolvers, rifles, imitation firearms, pellet guns ball-bearing guns, barrels, trigger assembly, etc v Ammunition including blank, spent / empty cartridges v Toys guns/gun shaped items or look-alike Any other substances which, during a flight, present a danger not covered above, such as magnetized, offensive, or irritating materials.



Illustration 1: Dangerous Goods



Source: coyneair.com



Explaining Flight Regulations 



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Liquids, Aerosols & Gels Regulations on what is permitted in cabin baggage regarding liquids, aerosols and gels will affect customers on international flights departing from all Indonesian airports. You are advised to pack your cabin baggage accordingly so as to avoid unnecessary inconvenience. Here are some specific regulations concerning liquids, aerosols and gels: v Liquids, aerosols and gels will only be allowed in cabin baggage if they are kept in containers with volumes of not more than 100 ml each. v These containers must be carried in a clear, re-sealable plastic bag. The total volume of the bag must not exceed 1 liter. v Each person is allowed to carry only one such plastic bag. v The bag must be removed from cabin baggage and presented to security personnel for x-ray screening. Liquids, aerosols and gels purchased from duty-free shops at the airport, located after security screening points, will be allowed onboard. However, these items must be packed in a transparent, sealed plastic bag. Receipts of the purchased duty free items must be attached or enclosed in the bag. Customers going to Australia or the US are advised to check with duty-free personnel before making their purchases.



Illustration 2: Liquids, Aerosols & Gels



Source: melbourneairport.com.au



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Security Removed Items (Restricted Items, Firearms & Ammunitions) Carriage of Security Removed Items should be handled properly in order to enhance security & safety aspect on any Garuda Indonesia flights. SECIT should include (but are not limited to): v Firearms (pen shape pistol, pistol, hand gun) of any kind including toy firearms or toy weapons that shapes like replica pistol, whether made of plastic or metal, and its ammunitions v All knives (including household cutlery, flick knives) and Knife likeobjects, sharp objects or cutting implements of any kind and any length (whether of metal or other material) v Daggers, box cutters, corkscrews, straight razors, metal nail files, scissors or any kind of any length v Hypodermic needles (unless required for medical reason) other sharp pointed/penetrating object, knitting needles v Sporting goods such as bats, bows and arrows, cues, darts, golf clubs, sling shots (catapults), martial arts devices, devices which emit gas or noxious substance v Offensive articles not normally carried by the ordinary citizen, such as bicycle chains, coshes (blunt weapon) or blackjacks, etc.



Illustration 3: Firearms and Ammunition



Source: mydestination.com



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Special Baggage Sporting Equipment When you are flying with Garuda Indonesia, you can bring most sports equipment with you on your trip, though extra baggage fees may apply to oversized or overweight items. Always make a reservation for special baggage at least 48 hours before departure, and ensure the reservation confirmed. Sporting equipment will be counted towards your baggage allowance. Sporting equipment weighs more than 23 kg will be charged as excess baggage. And you may even have to transport them as cargo if they are weighed more than 32 kg.



Musical Instrument Musical instrument weighs more than 23 kg will be charged as excess baggage. And you may even have to transport them as cargo if they are weighed more than 32 kg or you may buy an extra seat.



Baggage in the Passenger Cabin Passenger may take special baggage as carry-on baggage into the passenger’s cabin, which may be carried in addition to the free baggage allowance or baggage in the Passenger cabin due to nature, value, weight, dimension and form of the items that it makes sense that the owner prefer to keep them safely on hand by him/herself with a comfortable location near with the respective passenger’s seat. Under the following circumstances, due to nature of their belongings as well strictly in accordance to flight safety standard, a passenger must reserve and pay for one or more extra seats to carry out their goods/ items in the Passenger Cabin. Adapted from Garuda Indonesia Airways (2014).



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Activity 9 Write fifteen questions using question words such as: What, Where, When, Why, Which, Whose, Whom, Who and Yes-No Questions such as: Am, Is, Are, Do, Does, Did, Have, Has, Can, May, Must, Should, etc. 1. ……………………………………………………………………………………….. 2. ……………………………………………………………………………………….. 3. ……………………………………………………………………………………….. 4. ……………………………………………………………………………………….. 5. ……………………………………………………………………………………….. 6. ……………………………………………………………………………………….. 7. ……………………………………………………………………………………….. 8. ……………………………………………………………………………………….. 9. ……………………………………………………………………………………….. 10. ……………………………………………………………………………………….. 11. ……………………………………………………………………………………….. 12. ……………………………………………………………………………………….. 13. ……………………………………………………………………………………….. 14. ……………………………………………………………………………………….. 15. ………………………………………………………………………………………..



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Activity 10 Pair work. Give your questions to one of your classmates. Let him/her answer your questions.



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Unit 8



Electronic and Traditional Airline Tickets



Source: A short journey - WordPress.com: tikethero.com



Activity 1 Answer the following questions. 1. Have you seen an air ticket before? 2. Which airline was it? 3. Was it a traditional or electronic ticket? 4. How are they different do you think? 5. What information is available in both of the tickets? 6. Could you understand all the information in the ticket? 7. A ticket has some coupons. What coupons are they? 8. There are some notices, instructions, regulations and warnings. Which do you know?



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Activity 2 Study the following electronic ticket and Notice from Sriwijaya Air.



Illustration 1. Electronic Ticket from Sriwijaya Air



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Electronic and Traditional Airline Tickets 



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Activity 3 Answer the following questions based the ticket and notice. a. Whose ticket is that? …………………………………………………………………………………………… b. When was the ticket issued? Who issued the ticket? …………………………………………………………………………………………….. c. What time did the airline depart from Jakarta and arrive in Pontianak? …………………………………………………………………………………………….. d. Was that a business class ticket? …………………………………………………………………………………………….. e. How much was the ticket fare? Is that included the baggage? …………………………………………………………………………………………….. f. How heavy was the passenger to bring his baggage? …………………………………………………………………………………………….. g. What is the notice about? …………………………………………………………………………………………….. h. Where should the passenger show the ticket? …………………………………………………………………………………………….. i. What time did the passenger have to check in? …………………………………………………………………………………………….. j. What time did the passenger have to be at the boarding gate? …………………………………………………………………………………………….. k. What kind of goods are not allowed to be carried by passengers? …………………………………………………………………………………………….. l. Who is responsible when the passenger miss-connect with the other airlines? ……………………………………………………………………………………………..



Activity 4a Look at the following passenger traditional tickets with letters and numbers that indicate parts of the tickets. The parts of the traditional tickets are explained in Activity 4b.



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TAT (Traditional Automated Ticket) TAT ticket is imprinted and consists of Flight Coupon(s) with carbon copy.



Illustration 2: Flight Coupon from Singapore Airlines



Source: Source: http://sky.geocities.jp/kkhoashi/Passenger_Ticket



ATB (Automated Ticket and Boarding Pass) ATB ticket is imprinted and consists of Flight Coupons and Boarding Pass with magnetic stripe on the backside.



Electronic and Traditional Airline Tickets 



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Illustration 3: Automated ticket and Boarding Pass from Japan Airlines



Source: Source: http://sky.geocities.jp/kkhoashi/Passenger_Ticket



Activity 4b Study the following information of the passenger tickets above.



Definition of ATB/TAT There are some kinds of international passenger tickets. Many information is written in this aviation ticket. An abbreviation and many sign are being used for the information written to the passenger ticket. Generally, in case of a travel, we are mainly checking a passenger name, a boarding day and a facilities name, an airport name, etc. If the meaning of these abbreviations or code becomes clear, the detail information of an air ticket can be understood. The knowledge about an aviation ticket is useful to our travel. The following table explains the outline of the written contents.



English for Professional Airline Services 



No



1



2



Title



a



b



86



Description



PASSENGER TICKET AND BAGGAGE CHECK SUBJECT TO CONDITION OF CONTRACT



JAPAN AIRLINES



DATE OF ISSUE



07JAN04  PASSENGER RECEIPT 1O F1



Generally, the ticket issue origin of the first section is shown. In the case of the passenger ticket of BSP (Bank and Billing Settlement Plan), it may differ from the airline which boards. Date of issue and number of papers. As for number of sheets, one number is given in the 4 sections. Even if it is Arunk, it is counted as 1 section.



Electronic and Traditional Airline Tickets 



3



.



4



d



5



6



f



7



.



87



The airline declared by 3-letter code by Accounting of IATA. 1315/AA e.g. 131=JAL(Japan Airline), 205=ANA (All Nippon Airways) More: /ULT Travel agent code CARRIER ID BOOK/ID Code of Sales(S) IISI ISO and Ticketing (T SITI at Inside(I) or Outside(O) 3-letter country code (ISO-3166), e.g. Japan=JP, JP China=CN, More detail description for ISO-3166: Name of ticket issue ISSUE AGT. ID/ ******** AGENCY agent and its place PLACE OF ISSUE CO. LTD/TOKYO name IATA accounting ISSUE OF CODE 16308353 code of ticket issue agent Passenger name, NAME OF MR(Female), PASSENGER(NOT *****/**** MS(Male), not TRANSFERABLE) transferable FROM TOKYO/ Departure and FROM TO NARITA Arrival city/airport TO VANCOUVER



English for Professional Airline Services 



8



g



FARE BASIS



9



i



TOUR CODE



KGLVHGVGA4CA4B



JL018



10



j



CARRIER/FLIGHT CLASS/DATE TIME RES. INVALID BEFORE INVALID AFTER



Y11JAN



1755



OK



****** ****** 11



k



12



l.



13



m



ENDORSEMENTS/ RESERVATIONS PRN CODE



8Z7NK3/JL NRT JPY FARE CALCULATION JL TPM 1NUC=108.020111 TYO TG X/BKK......TG KTM TYO JL O/HKG..........JL SIN TYO JL YVR...../-SFO JL TYO



88



Code of fare classification, header character is seat class Approval number of tour, Fare calculation code in case of IT (Inclusive Tour) IATA 2 letter airlines code and flight number Seat class (First class: P/F, Business class: J/C/D/I, Economy: Y, Discount ticket: B/M/L) Departing time by twenty four hour Seat reservation status (OK: Reserved, RQ: Request, OP: Open, NS: No Seat (for infant) The term of validity



Electronic and Traditional Airline Tickets 



14 15 16 17



n o p q



18



r



19



t



20



.



. 21



u .



FARE TAX TOTAL FORM OF PAYMENT SED.NO ALLOW PCS CKWT UNCK WT STOCK CONTROL NUMBER TX DOCUMENT NUMBER ORIGINAL ISSUE Boarding Pass



89



JPY********* JPY********* . 1630835KV . . 0 131 6207.....3 . .



Source: http://sky.geocities.jp/kkhoashi/Passenger_Ticket/Passenger_Ticket_ en.html#01



Activity 4c Pair work. Look at the passenger tickets again and explain all the abbreviations, codes, etc. and what to fill in each column available.



Activity 5 Study the following parts of speeches and fill in the missing words in the table below. No 1 2 3 4 5 6 7 8



Noun expiry



Verb expire cancel enquire restrict depart operate appoint calculate



Adjective expired



English for Professional Airline Services 



9. 10. 11. 12. 13.



90



originate designate pay announce arrive



Activity 6 Word endings. a. Some nouns end in: -ion, -ment, -hood, -or, -er, -y, -ing Eg: solution, government, motherhood, calculator, traveller, activity, difficulty, swimming b. Some adjectives end in: -ed, -ing, -ful, -ive, -ous, -ish, -able, -al, -les Eg: interested, interesting, beautiful, representative, famous, childish, capable, economical, useless.



Activity 7 The words above belong to high frequency words in airline services. You have to know exactly how to use them in sentences. Write a sentence for each of them. Number 1 is given as an example. 1. a. The passport can be renewed on expiry. b. When does your credit card expire? c. Your ID has been expired. 2. a. He cancelled my trip to New Zealand as he felt sick. b. The cancellation of the hotel bookings led to the reduction of the hotel employees. c. His travel is cancelled due to the bomb explosions.



Unit 9



Handling Flight Reservation



Source: smartdestinations.com



Activity 1 Most travellers reserve airline tickets prior to the day of departure. Airlines or travel agents follow their standard operation procedure when handling flight reservation. Read the following procedure. Prior to do this activity, a miming game is provided (See File 9.1).



Step a. Asking what your customer reserves 1. Greeting and offering help 2. Asking name 3. Asking the spelling



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4. Asking the destination 5. Asking the number of passengers 6. Asking the types of class 7. Asking the departure date 8. Asking hotel’s room (if any) 9. Asking type of room (if any) 10. Asking special requests (if any) 11. Asking the business address (if applicable) 12. Asking the contact address (included name, address & phone number)



Step b. Checking the space availability Step c. Repeating the whole reservation: 1. Contact address if any 2. Name and number of passengers & spelling 3. Point of origin to destination 4. Name of carrier 5. Number of flight 6. Type of service 7. Departure date 8. Arrival date 9. Departure time 10. Arrival time 11. Hotel reservation if any 12. Special requests if any 13. Informing ticket fare 14. Asking method of payment 15. Asking whether everything is alright. 16. Giving the ticket or informing when the ticket should be collected. 17. Last greeting



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Activity 2 Study the following expressions or questions for handling a flight reservation. Try to add more expressions or questions if possible. 1. Greeting and offering help a. Good morning, Bayu Buana, can I help you b. Viva Tour and Travels, may I help you? c. Enhaii Travels, good afternoon, what can I help you? d. What can I do for you? e. Is there anything I can do for you? 2. Asking name a. Can I have your name please? b. May I have your full name? c. Could I know your name? d. Your full name, please? e. Are you making a reservation for yourself? f. Is this reservation for you, sir/madam? 3. Asking the spelling a. Could you spell your name for me, please? b. How do you spell your name, madam? c. How do you write your name, sir? d. How could I write your name, sir? 4. Ask the destination a. Where would you like to go, madam? b. Where do you intend to travel, sir? c. Where do you plan to go? d. Where else would you travel, sir? 5. Asking number of passengers a. Who will be travelling, sir/madam? b. How many of you will be travelling, sir? Who are they? c. Can I have the names who join this travel, sir?



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d. Are you travelling with your family, sir/madam? e. How many are there in your group, sir? 6. Asking types of service or class a. Are you flying first class, madam? b. Which class do you prefer to fly? c. For this flight we have first class, business class and economy class. d. Which class do you want to take, sir? e. Which class, madam? f. Which airlines are you travelling with? 7. Asking departure date a. When would you like to go, madam? b. When would you like to travel? c. When do you want to fly? d. When do you plan to depart? f. On what date do you intend to leave for Bangkok, sir? g. Have you decided the date of your departure, sir? When? h. Can I know your departure date, madam? 8. Asking hotel’s room (if any)? a. Do you need accommodation? b. Where do you want to stay, madam? c. Have you got any hotel to stay in your mind, sir? d. Which hotel do you prefer to stay? e. The best hotel by the sea is ….. f. The cheapest hotel down town is ……….. g. How long will you stay? 9. Asking the room types a. What type of room do you like? b. Which type of room do you prefer: family, twin, doubled, or suite? c. Would you like to have a mountain view room?



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10. Asking special requests a. Where would you like to sit? b. Which seat do prefer? c. Do you have any special requests, madam? d. Is there any special request? e. Any special requests, sir? f. Would you like to seat by the window, madam? g. Do you prefer to sit by the aisle? h. Do you prefer non-smoking seat, sir? i. Are you vegetarian, madam? 11. Asking contact address a. Can I have your address, sir? b. May I have your telephone number? c. What’s your telephone number? d. Where can I contact you, madam? e. Could you give me your contact address and telephone number? 12. Checking the space availability a. Would you like to wait for a moment madam, I’ll have a small check with the availability. b. Let me have a check for a while sir. c. Do you mind waiting for a few minutes madam? I’ll have a look at the availability. d. Could you wait for a minute while I check the availability? l3. Repeating the whole reservation a. I’m sorry to keep you waiting but can I repeat your reservation, sir? b. I’m sorry to have kept you waiting. Could I repeat the reservation, madam? c. May I repeat your reservation, sir? d. I would like to repeat your reservation, madam.



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You are reserving for Mr.…. and Mrs. …………. You’re making a reservation for two people: Mr. and Mrs. …………. Your contact address is …. You fly Garuda Indonesia Airways They fly ……………. and the flight number is GA 242 It departs at ……….. It arrives at ……….. She is going to ….. There are travelling form …. to ………. Returning from ….. to …….. Going back home from …… to ………. Leaving at ……….. and arriving at ….. local time. Departing at …. in …. and arriving at … in ……………. The flight leaves at …… Travelling economy, first class How would you settle the payment, sir? How do you intend to pay, sir? What method of payment do you want to use, madam? Would you like to pay in cash or by credit card? His contact address is …….. The baggage allowance for business passenger is 20 kg. His special request is …….. He is traveling from Jakarta to Singapore on Singapore Airline Flight number ………. His reservation has been confirmed. Thank you for the reservation. Thank you for trusting our travel agent. Here is your ticket. These are your tickets. Have a good flight. Have a nice flight.



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Activity 3 Please go back to reservation procedures in Activity 1. Work in pairs to practice asking questions based on the procedures without looking at the expressions or questions in Activity 2.



Activity 4 Study the pronunciations of following common problems. Pronounce them correctly. Ask your teachers or consult with your dictionary. a. flight b. ticket c. booking d. request e. vegetarian f. departure g. business h. contact i. baggage



j. economy k. minute l. special m. depart n. eight o. would p. could q. August r. arrival



Activity 5 Study the following common problems dealing with grammatical points. Find and underline the problems and rewrite. Two numbers (1 and 2) are given as examples. 1. Are you travelling with first class? It should be: Are you travelling first class? 2. When will you be travel, sir? It should be: When will you be travelling, sir? 3. What time will you departure, madam? 4. You will be arrival at 7 in the next day. 5. Do you mind for waiting, sir? 6. Which are you prefer, Monday or Tuesday flight?



English for Professional Airline Services 



7. 8. 9. 10. 11. 12.



98



Are you need an accommodation? Do you any special requests, sir? We are no flight Monday, madam? You are will arriving on 17.00. I am stay with my friend. Where are your want to go?



Activity 6 The study the following dialogues.



Dialogue a. Booking a flight Travel Agent : Viva Tour and Travels, good morning. Can I help you? Customer : Good morning. I’d like to book flight from Bandung to Surabaya Travel Agent : Certainly, madam. When would you like to travel? Customer : Is there a flight on Friday morning? Travel Agent : Friday morning,…… Yes. We have flights to Surabaya on Friday morning. Customer : Oh, great. Travel Agent : Could I have your name, please? Customer : Kristining Seva Travel Agent : Would you spell your name for me, please. Customer : K-r-i-s-t-i-n-i-n-g S-e-v-a Travel Agent : Ms. Kristining Seva. How many of you will be traveling, Ms. Seva? Customer : Two of us. Travel Agent : Can I have the names, please. Customer : One is me and the other is my husband, Rudy. Travel Agent : How can I write your husband’s name, please? Customer : Rudy. R for Romeo, U for Uniform, D for Delta, and Y for Yankee. Travel Agent : Yes. Mr. Rudy. Are you flying first class, Ms. Seva? Customer : Yes, certainly.



Handling Flight Reservation 



99



Travel Agent : And you want to fly on Friday morning. Do you have any special request, Ms. Seva. Customer : No, nothing special. Travel Agent : Can I have your contact address, please? Customer : My address is Margahayu Raya A III-100 Bandung. Travel Agent : And the telephone number, please. Customer : It’s 022-7505935 Travel Agent : Would you like to wait for some minutes while I’m checking the availability. Customer : Yes, no problem. Travel Agent : …………. Repetition …………….. (See Activity 8)



Dialogue b. Changing a flight reservation Travel Agent : Good morning, Haryono Tours and Travels. May I help you? Caller : Good morning. I’ve got a flight reservation for Monday, but I’d like to change it, please. Travel Agent : Certainly. Can I have your name, please? Caller : Leo, Sutanto Leo. That’s L – e – o. Travel Agent : Where are you flying to? Caller : Singapore. Travel Agent : Which flight are you on? Caller : The Sunday flight at 20.00. Travel Agent : And the flight number, please. Caller : It’s GA 178. Travel Agent : When do you want to fly, sir? Caller : The same flight three days later. That will be on Wednesday. Travel Agent : Same flight on Wednesday the 17th of August. Are you travelling first class? Caller : No, It’s business. Travel Agent : Alright. Would you wait for a moment to check the availability? Yes, that’s confirmed. Would you like to change any hotel bookings?



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100



Caller : No, thank you. I’m staying with an old friend. Travel Agent : Alright then, thank you for calling.



Activity 7 Work in pair to practice the dialogue above. Feel free to change the name of the agent/airlines, the name of the customer, the departure & arrival time, destination, etc.



Activity 8 Study the following repetition of reservations. Repetition A I’m sorry to keep you waiting but can I repeat your reservation, Mr. Faisal. Please. You are booking a flight for Mr. Lonely, L as in Lima, O as in Oscar, N as in November, E as in Echo, L as in Lima, and Y as in Yankee. His contact address is Jl. Merdeka no. 50 Bengkulu and his telephone number is 5026666. Mr. Lonely is travelling from Bengkulu to Singapore on Garuda Indonesia Airways flight GA 964 departing at 12.00 noon on August 17 and arriving in Singapore at 18.00 on the same day. He is travelling economy class, the baggage allowance for economy passenger is twenty KG. His special request is vegetarian food on the flight. This is an international flight so the check-in time is two hours before the departure. His reservation has been confirmed. Is everything correct, Mr. Faisal? Alright then and here is the ticket. Thank you for trusting our travel agent. Goodbye.



Repetition B Could I repeat your booking, Miss Susanti. You are booking a flight for Mr. and Mrs. Rudy, R for Romeo, U for Uniform, D for Delta and Y for Yankee. Their address is Margahayu Raya GIII – 100 and their telephone



Handling Flight Reservation 



101



number is 022-7568936. Mr. and Mrs. Rudy are travelling from Jakarta to Singapore on Garuda Indonesia Flight GA 955 departing at 14.00 on September 17 and arriving in Singapore at 20.00 on the same day. They are travelling first class; the baggage allowance for first class is 30 KG each. In Singapore they are staying at Sheraton Hotel. You are reserving a double room for two nights for them. On September 19, Mr. and Mrs. Rudy are travelling from Singapore to Bangkok on Royal Dutch, KL 144 departing at 11.00 on September 19 and arriving in Bangkok at 20.00 on the same day. They are staying at Novotel Bangkok. They are booking a double room for 5 nights. On September 24, they are returning from Bangkok to Indonesia on Garuda Indonesia flight number GA 902 leaving at 13.00 on September 24 and arriving at 21.00 in Cengkareng, Jakarta. Their reservations have been confirmed. Is that alright, Miss Susanti. Here are your tickets. Thank you for your reservation.



Activity 9 Look at the following two passenger coupons in different tickets. Write how you will repeat the reservation.



Passenger’s coupon (a)



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102



Passenger’s coupon (b)



Activity 10 Study the following electric ticket or computer generated ticket from Bravo Tours, Sydney, Australia. The information in the ticket is more or less similar to the information in the passenger coupon. Work in pair to try to repeat the reservation based on the ticket to each other.



Handling Flight Reservation 



103



ELECTRIC TICKET



PASSENGER ITINERARY/RECEIPT. NAME : WHITNEY/BRETTMR FREQ TVL ID: ETKT NBR 618 ISSUING AIRLINE ISSUING AGENT



: :



SINGAPORE AIRLINES BRAVO TOURS



SYDNEY AU



1649895619-



/ B H 8 R V 2



BOOKING REFERECE : KWYQLQ/AA SALES PERSON : BH8RV2 INVOICE NBR : CUSTOMER NBR: NAME REF : TOUR CODE : NR4EMALLAV DATE OF ISSUE : 27AUG04 IATA : 02 – 343913 FROM TO FLIGHT C DATE DEPT FARE BASIS ST MELBOURNE SINGAPORE SQ 218 M O5SEP 0050 YLEE35 OK BAGS: 20K VALID: -10OCT SINGAPORE JAKARTA C SQ 152 M 05SEP 0800 Y OK BAGS: 20K VALID -10OCK JAKARTA C SINGAPORE SQ 167 M 15SEP 2015 Y OK BAGS: 20K VALID -10OCK SINGAPORE MELBOURNE SQ 237 M 15SEP 2345 YLEE35 OK BAGS: 20K VALID -10OCK ENDORSEMENTS:



NON-ENDORSE/NON-REFUND/VALID SQ ONLY/REF ISS OFFICE



FARE CALC: MEL SQ X/SIN455.18YLEE35 SQ CKG274. 64Y SQ X/SIN274.64Y SQ ME L455.18YLEE35 NUC1459.64END ROE1.434587 XT21.22WY56.00YQ FORM OF PAYMENT :AGT FARE: AUD 2094.00 77.22XT TOTAL: AUD 2214.02



TAX:



38.00AU



TAX:



4.80WG



TA X :



TRANSPORTATION AND OTHER SERVICES PROVIDED BY THE CARRIER ARE SUBJECT TO CONDITIONS OF CONTRACT AND OTHER IMPORTANT NOTICES WHICH ARE DELIVERED WITH THIS ITINERARY/ RECEIPT AND FORM PART OF THE CONTRACT OF CARRIAGE. PLEASE ENSURE THAT YOU HAVE RECEIVED THESE NOTICES AND IF NOT CONTACT THE NEAREST OFFICE OF THE ISSUING AIRLINE OR TRAVEL AGENT TO OBTAIN A COPY PRIOR TO THE COMMENCEMENT OF YOUR TRIP.



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104



Activity 11a Work in pair and use the following flight schedules and the blank passenger coupons available on the next pages. One of you become a customer and the other becomes a reservation officer. The customer feels free to reserve a flight based on the route available in the schedule and not forget to ask the available flights, time of departure and arrival, to book a room, to ask whether there is a stopover or transit, etc.



Handling Flight Reservation 



105



Activity 11b The other students (neither the customer nor the reservation officer in Task 9a) use the following form to evaluate how the ticketing officer handles a reservation. Tick as appropriate then give it back to the officer.



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106



Evaluation form of Flight Reservation Asking what your customer reserves



Good Fair Bad



1. Greeting 2. Asking name & spelling 3. Asking destination 4. Asking the number of passengers, names & spellings 5. Asking the types of class 6. Asking the departure date 7. Asking hotel’s room (if any) 8. Asking type of room (if any) 9. Asking special requests(if any) 10. Asking contact address business 11. Asking the contact address (included name, address & phone number) 12 Checking the space availability Repeating the whole reservation 1. Contact address if any 2. Name and number of passenger 3. Name of carrier 4. Number of flight 5. Type of service 6. Departure date 7. Arrival date 8. Departure time 9. Arrival time 10. Hotel reservation if any 11. Special requests if any 12. Informing ticket fare 13. Asking method of payment



Good Fair Bad



Handling Flight Reservation 



107



14. Asking whether everything is alright. 15. Presenting the ticket or informing when to collect the ticket. 16. Last greeting Accuracy of the information Correctness in spelling names Communication Friendliness Courtesy Grooming Date __________________ Evaluator :



Activity 12 Study the following passengers’ notice concerning China Airline for Handling Overbooking Flight.



Overbooking of Flight In order to meet passengers’ travel needs, Air China may occasionally overbook certain flights that are likely to have empty seats at the time of departure resulting from passengers who fail to board after making a reservation. Air China strives to limit the number of empty seats on each flight and to allow more passengers to take the flights of their choice. We will limit the number of oversold tickets and therefore, passengers with confirmed reservations rarely will be denied boarding. In the event that passengers are asked to give up their seats on an oversold flight: A. We will first seek volunteers who are willing to take flights at a later time or those who are willing to cancel their travel plans.



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108



B. If a sufficient number of volunteers are not obtained, we will board passengers according to the following boarding priority rules: 1. Passengers with an urgent need to deal with public affairs; 2. Special needs passengers who have been pre-approved by Air China and who have made arrangements prior to the flight, such as the elderly, sick, disabled, expectant mothers and unaccompanied children; 3. Passengers holding First Class or Business Class tickets; 4. Air China Platinum Members, Gold Members and other Star Alliance Gold Members; 5. Passengers who have confirmed seats on connecting flights and have a short connecting time before their next flight; 6. Air China Silver Members and other Star Alliance Silver Members; 7. Passengers with documented special reasons who must travel urgently (e.g. visa is about to expire). C. We will provide customer services for passengers who are denied boarding on oversold flights including: 1. We will try to arrange a seat on the next available flights for those passengers; 2. Refund tickets on an involuntary basis with no refund penalty; 3. Re-route passengers on an involuntary basis (for alternate flights, overpayment will be refunded and supplemental payment for any deficiency will not be charged); 4. Provide free accommodations to passengers whose alternate flights are on the following day. D. In addition to the services stated above, Air China will also offer compensation under certain circumstances according to passengers’ ticket prices, flight miles and waiting time for alternate flights. 1. Compensation Conditions Volunteers and other passengers, who are denied boarding on oversold flights and can satisfy all the following conditions, are eligible to receive compensation: a. Passengers should have confirmed seats (including those



Handling Flight Reservation 



109



holding mileage-to-award tickets). This does not include passengers holding tickets from various awards programs or airline employees holding free or discounted tickets from staff travel programs; b. Passengers should check-in for their flights at the designated check-in counter and within the specified time frame; c. This does not apply to passengers refused carriage by Air China according to Air China Limited General Conditions of Carriage for Passenger and Baggage on International Flights and Air China Limited General Conditions of Carriage for Passenger and Baggage on Domestic Flights. 2. Forms of Compensation a. Air China will make compensation in one of three forms: transportation credit voucher, mileage and cash. b. Air China will offer compensation in the form of mileage to volunteers and other passengers who hold mileage-toaward tickets and are denied boarding or are downgraded to a lower class of service. 3. Currency in Compensation Air China will use the following forms of compensation: currency of the country or the region where we pay cash or issue transportation credit vouchers. We will release information regarding oversold flights by posting a notice or by making an announcement over the airport public announcement system. Thank you for your understanding and cooperation. Adapted from Air China (2012)



Activity 13 Write ten (10) questions based on the passengers’ notice above. Use various question words such as: what, where, when, why, who, whom, which, whose, how and yes-no questions. Then, work in pair with your classmate. Ask and answer your questions.



Unit 10



Flight Check-in and Departure



Activity 1 Read the following check in information from CSAir 2015 and Airport Notice. In order to avoid any delay, please prepare enough time for the Boarding Procedures when arrive at the airport. Please go through the Boarding Procedures and check-in baggage. Pay attention to the airport announcements when you are waiting in the waiting hall.



Flight Check-in and Departure 



111



If a passenger fails to arrive on time at the China Southern Airlines check-in counters or boarding gate, or fails to produce valid ID and transport documents, or not ready to travel, China Southern Airlines may cancel the seat reserved for the passenger in order to avoid the delay of the flight. China Southern Airlines will not be liable to the passenger for any loss or expense incurred. If your ID card is lost, in accordance with the related regulations, you must go to the public security organ in the place where your registered permanent residence locates. The public security organ will issue a certificate for lost ID card including such information as name, age, residential address and the expiry date, and paste your recent photo without a hat and stamp with the seal of the public security organ. A certificate for reporting lost ID card will be issued by the public security organ where your ID card is issued, which contents shall be same as the above mentioned. Then, you can apply for a temporary boarding certificate issued by the civil aviation public security organ (located in the waiting hall of the airport) with your household register or employment card, letter of introduction and other valid certificates which can certify your identity. If you do not carry the above mentioned valid certificates with you during travelling, please contact local civil aviation public security organ.



Check-in baggage and collecting the boarding pass Please go to the service counters to check-in baggage and collect the boarding pass with the air ticket and your valid ID. The boarding service will be closed 45 minutes before take-off. To ensure boarding on time, we recommend that you arrive at the terminal building at least 120 minutes before your flight and proceed to check-in as soon as possible. Please carry your valid documents (e.g. ID and passport), cash, bills and expensive items with you.



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Illustration 1: EasyJet check-in at London



Source: mrcheapflights.com



Security check Please have your ID, air ticket and boarding pass ready and submit to the inspector for inspection. For the flight security, you must walk through the metal detectors and carry-on baggage must be X-rayed.



Waiting and boarding Please wait at the waiting hall corresponding to your boarding gate. Boarding usually starts around 30 minutes before take-off. Please pay attention to the airport announcements or notice and flight information. Please have your boarding pass ready for boarding. Please have your boarding pass ready when boarding at the gate. Adopted from CSAir (2015)



Activity 2 Answer the following questions. a. Why do passengers have to have enough time for boarding? ………………………………………………………………………………………….



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113



b. What will happen if a passenger is not able to show his valid ID? …………………………………………………………………………………………. c. If a passenger’s ID card is lost, what should he do? …………………………………………………………………………………………. d. What is a certificate of lost ID card for? …………………………………………………………………………………………. e. What do you know about local civil aviation public security organ? …………………………………………………………………………………………. f. If your flight departure is at 11.1.5, what time is the boarding service is closed? ………………………………………………………………………………………… f. If your flight departure is at 11.1.5, what time should you arrive at the airport? …………………………………………………………………………………………. g. Prior to boarding, a passenger has to go through Security check inspector. What should be submitted? …………………………………………………………………………………………. h. What the metal detectors and X-ray at the security check for? …………………………………………………………………………………………. i. What kind of announcement will be heard before the plane takeoff? ………………………………………………………………………………………….



Activity 3 Study the following expressions for dialogues at the airport and airport announcements.  hand luggage  carry-on luggage  cabin baggage  electronic detector  X-ray



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 Is this all your baggage?  Are these all your bags?  Please empty your pockets.  Please walk through this metal detector  Good morning sir, can I help you?  Good afternoon madam, may I help you?  Next, please. Good evening sir, what may I help you?  Can I have your ticket, please?  May I check your ticket, please?  Your ticket please, madam.  Your travel documents, please.  And your passport, please.  Could I see your passport, please?  Would you like to wait while I check your ticket?  Let me go through your travel documents. And please wait.  Could you give me a few minutes to check your ticket and passport?  Can I have some minutes to go through your travel document?  You requested a window seat, alright?  You need to have a non-smoking seat, don’t you?  Please put your baggage on the scale.  Your baggage on the scale, please.  Can you help me to put your baggage on the scale?  Would you like to put your baggage on the scale please?  Your baggage is twenty kilograms.  You have an access baggage of 11 kilograms.  Would you go to the airport tax counter to pay the airport tax, please?  You can settle the airport tax in that counter, over there.  The airport tax counter over there will help you to settle yours, sir.



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 Alright, here are your travel documents, sir.  Here is your passport, madam.  And this is your boarding pass.  Your flight takes off at 11.00. Please go to gate number 7.  You’ll fly at 13.00. You can wait in the boarding lounge at gate 7.  Before going to the boarding lounge, please come to the immigration officer.  The immigration officer will check your passport and other documents.  The immigration officer over there will be helping you to check your travel documents.  Thank you for the check-in. Have a nice flight.  Thank you for flying with us. Have a nice trip.  How was your flight?  How was your journey?  Did you have a good flight?  There seems to be some metal in your pouch, what is that? Could I have a look at it?  It does not need to go through the electronic detector.  Please open your handbag and let me examine the contents.  Thank you for your cooperation.  How long do you plan to stay in our country?  What places will you be visiting here?  Where will you be staying in the city?  What’s the value?  How much did you buy them?  Can I have at look at bracelet?  I’m sorry that I had to trouble you.  I hope you have a pleasant stay.



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Activity 2 Read the following dialogues and airport announcements carefully.



a. Check-in officer weighing baggage Check-in officer : Yes, next please. Passenger : This is my ticket. Check-in officer : Yes, thank you. Let me check your ticket. Passenger : Yes, please. ………. This is my baggage. Check-in officer : How many pieces do you have? Passenger : These three. Check-in officer : Alright, could you just put them there on the scale? Passenger : Certainly, sir. Check-in officer : It’s 21 kgs altogether. Passenger : Will you charge for the one kilo overweight. Check-in officer : No, that’s fine. Passenger : Thank you. Check-in officer : These are the baggage tags. Let me remove the old tags and attach these new ones on. Could write your name, address and destination. Passenger : Ok, thank you. Check-in officer : You’re welcome.



b. Security officer checking a passenger’s cabin baggage Security officer : Good afternoon, madam. Passenger : Good afternoon. Security officer : Would you please put your handbag and pouch on the conveyer belt. Passenger : I have a camera and some undeveloped film in this bag that I don’t want x-rayed. Security officer : If you can show me the contents, it doesn’t need to go through the x-ray.



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Passenger : Thank you, Can I go through now? Security officer : Yes, please.



c. Immigration officer checking passenger’s passport Immigration officer : Good morning. Passengers : Good morning. Immigration officer : May I have your passports, please. Passengers : Certainly, sir. Here it is. Immigration officer : Thank you. Where would you like to go? Passengers : Singapore. Immigration officer : How long will you to stay there in Singapore? Passengers : About two weeks. Immigration officer : Don’t you plan to go to Malaysia as well? Passengers : I hope so. Immigration officer : Alright, here is your passport. And have a nice trip. Passengers : Thank you.



Activity 3 Work in pair to practice dialogues above and airport announcements above. First you practice by changing some of the information such as the greetings, name of the flight, the weight, the time of departure, the gate, etc. then try to do free practice by not looking at the examples of the dialogues or airport announcement.



Activity 4 Study the following check-in procedure.



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Check-in Procedure a. Greeting b. Asking for passenger’s ticket and other travel documents (passport, medical certificate). c. Checking passenger’s name in the list or passenger manifest d. Checking intermediary (first, second) destinations and final destination for connecting flights e. Extracting flight coupon f. Checking passenger’s requests (e.g. seating preference, visa or transit visa, etc.) g. Asking passenger to put his baggage on the scale available including cabin baggage h. Weighing passenger’s baggage i. Filling in the number of pieces and weight of the baggage in the baggage column of flight coupon j. If the weight of the baggage is more than the allowed weight, the passenger is given Excess Baggage Ticket. k. Removing the old tag l. Labeling passenger’s baggage or attaching the new tag m. Attaching claim tag on the ticket cover n. Asking passenger to settle the airport tax o. Returning ticket and the other flight documents and giving the boarding pass p. Informing passenger the boarding time, gate number, etc. q. Allowing the passenger to go to the immigration officer to pay fiscal r. m. Last greeting s. Security check t. Waiting the boarding in the waiting room u. Boarding



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Activity 5 Work in pair to go through the procedure. One acts as an passenger (candidate) and the other as an officer. Practice what to ask or say to the passenger (if needed) for each step in the procedure.



Activity 6 Learn the following dialogues of late check-in.



a. Late check-in passenger Passenger : Good morning, sir. I’m sorry I am late. Check-in officer : It’s alright I hope you can still catch the flight. Can I have your ticket and other flight documents? And please put your baggage on the scale. Passenger : Yes, here they are. I’ll just put my baggage on the scale. Check-in officer : Thank you. Could you wait a moment? I’ll check your ticket and the weight of your baggage. Passenger : Yes, please. Thank you. Check-in officer : Alright, here you are. If you have no problem with the immigration, I believe you can catch the flight. Passenger : Thank you very much indeed. Check-in officer : You’re welcome and have a nice flight. Passenger : Thank you. Goodbye.



b. Late check-in passenger and missing the flight Check-in officer : Good afternoon, sir. What can I help you? Passenger : Yes, I want to check-in but I am late due to a car accident. Check-in officer : I’m sorry to hear that. Passenger : Could I still go boarding? Check-in officer : I am afraid it is impossible because the aircraft is about to take off.



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Passenger : Oh, no. What should I do then? Check-in officer : You might be able to take the next flight if available. Passenger : Really? How can I do that? Check-in officer : Please come to the airline ticket counter over there to sort it out. Passenger : Yes, thank you very much. I’ll go there right away.



c. A late passenger reporting to an officer at the airline ticket counter. Ticketing officer : Good afternoon. Can I help you? Passenger : Yes, afternoon. I missed the flight due to a car accident on my way to the airport. Ticketing officer : I’m sorry to hear that. Could I have your ticket, madam? Passenger : Certainly, sir. Here it is. Ticketing officer : Alright. What I can do is to alter with the next flight? Passenger : What time is the next flight? Ticketing officer : The next flight will be at the same time tomorrow. Would it be alright? Passenger : It’s fine. Is there any extra charge for it. Ticketing officer : Yes, certainly but not much. Passenger : How much is it? Ticketing officer : Let me calculate it first. …….. Yes, it’s about Rp…….. or equivalent to US$ ……… How would you pay? Passenger : In Rupiah in cash. Here you are and just keep the change. Ticketing officer : Thank you. I hope you have a nice flight. Passenger : Thank you. Goodbye.



Activity 7 Work in pair to practice the dialogues by changing some of the information. One of you acts as a passenger and the other as a check-in officer



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or an airline ticketing officer. Then, practice some other possible dialogues in different cases. The following expressions are useful.  Good morning. What can I do for you, madam?  It’s a pity. I’m sorry to hear that.  Would you like to wait while I’m sorting this out.  Could I check it first?  You are late but if you have no problems with the customs and immigrations you may….  I’m afraid you cannot bring this dangerous item.  I think this item belongs to the dangerous article to be brought to the cabin.  What you can do is….  I suggest you to leave it or send it through cargo.  You’d better send it via cargo agent.  I’m sorry this pair of succors could not be brought to cabin.  What I can do is to take with another flight.  You can leave it here and will send it to your destination airport if you want to.



Activity 8 A passenger is advised to listen to boarding announcement and to see the departure notice. Study the following boarding announcement based on the departure notice from CGK Soekarno-Hatta International Airport. a. Good morning passengers. This is the pre-boarding announcement for flight CZ 388 to Guangzhou. We are now inviting those passengers with small children, and any passengers requiring special assistance, to begin boarding at this time. Please have your boarding pass and identification ready. Regular boarding will begin in approximately ten minutes time. Thank you.



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b. Can I have your attention please? Passengers for Bandar Lampung on flight GA 72 – this flight is now boarding at gate number 7. GA 72 to Bandar Lampung boarding now at gate 7. Thank you. c. Attention, please. LionAir passengers to Praya, Lombok on flight JT 656. This flight is now boarding at gate 9. JT 656 to Praya, Lombok boarding now at gate 9. Thank you. d. May I have your attention, please? Would Mr. Wittney travelling to Denpasar, Bali, please contact Garuda Indonesia ticket office next to the east entrance on the first floor. Mr. Wittney travelling to Denpasar, Bali to please contact Garuda Indonesia ticket office next to the east entrance on the first floor. Thank you. e. Attention, please. Would Mr. Coleman from Leeds, UK. Please contact Garuda Indonesia check-in. Mr. Coleman from Leeds, UK, to please contact Garuda Indonesia check-in. Thank you. f. May I have your attention please? LionAir passengers to Pontianak on JT 712 departing at 9.20 a.m. is delayed until 10.00 due to a small engine trouble. LionAir passengers to Pontianak on JT 712 departing at 9.20 a.m. is delayed until 10.00 due to a small engine trouble. We are very sorry for the delay. Thank you. g. This is the final boarding call for passengers David and Lukas ­Widyanto booked on flight JT 282 to Kuala Lumpur. Please proceed to gate 3 immediately. The final checks are being completed and the captain will order for the doors of the aircraft to close in approximately five minutes time. I repeat. This is the final boarding call for Erin and Fred Collins. Thank you. h. Ladies and gentlemen, can I have your attention, please? We regret to inform you that a thunderstorm in… has delayed several flights. … Flight 963 to… , scheduled for departure at… from gate C-7, is now scheduled to depart … from gate C-4. … Flight 226 to…, scheduled for departure at 11:30 from gate B-8, is now scheduled to depart at 2 o’clock. In addition, all flights arriving on…. have been delayed one hour. Flights arriving on… have been delayed intermittently. Please check the arrivals and departure boards, located on the concourses of each main terminal, for more specific informa-



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tion and updates on individual flights. For passengers who will miss connecting flights, please go to the customer service desk of your respective airlines for assistance. We are sorry for the inconvenience.



Activity 9 Work in pair practice giving announcement based the following departure notice at CGK Soekarno-Hatta International Airport.



Departure Notice CGK Soekarno-Hatta International Airport Flight



Carrier China Southern Airlines Garuda Indonesia



Destination



Departure



Status



(CAN) Guangzhou



9:05 AM



Scheduled On-time



(TKG) Bandar Lampung



9:25 AM



En Route



JT* 656



Lion Air



(LOP) Praya



10:05 AM



JT* 282



Lion Air



9:31 AM



En Route



GA 152



Garuda Indonesia



(KUL) Kuala Lumpur



Scheduled Delayed



(BTH) Batam



9:10 AM



Scheduled



JT* 330



Lion Air



9:10 AM



Scheduled



ID* 6852



Batik Air



9:13 AM



En Route



JT* 692



Lion Air



9:10 AM



Scheduled



TGN 708



Trigana Air



9:15 AM



Scheduled



GA 148



Garuda Indonesia



9:15 AM



Scheduled



CZ 388 GA 72



(PLM) Palembang (PKU) Pekanbaru (SUB) Surabaya (PKN) Pangkalanbuun (PDG) Padang



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JT* 712



Lion Air



SJ 592



Sriwijaya Air



JT* 214



Lion Air



SJ 210



Sriwijaya Air Singapore Airlines Virgin Australia



SQ 955 VA 5623 ^ JT* 758



Lion Air



JT* 376



Lion Air



ID* 6364



Batik Air



GA 830 MF 9034 ^ 9W 4106 ^ GA 404 GA 234 JT* 604 GA 104



Garuda Indonesia Xiamen Airlines Jet Airways (India) Garuda Indonesia Garuda Indonesia Lion Air Garuda Indonesia



JT* 390



Lion Air



SJ 72



Sriwijaya Air



CTV 9523



Citilink



(PNK) Pontianak (UPG) Ujung Pandang (KNO) Kuala Namu (SOC) Solo City



124



9:20 AM



Scheduled



9:20 AM



Scheduled



9:20 AM



Scheduled



9:20 AM



Scheduled



(SIN) Singapore 9:22 AM



En Route



(SIN) Singapore 9:22 AM



En Route



(BPN) Balikpapan (BTH) Batam (JOG) Yogyakarta



9:25 AM



Scheduled



9:25 AM



Scheduled



9:25 AM



Scheduled



(SIN) Singapore 9:02 AM



En Route



(SIN) Singapore 9:02 AM



En Route



(SIN) Singapore 9:02 AM



En Route



(DPS) Denpasar (SRG) Semarang (DJB) Jambi (PLM) Palembang (PKU) Pekanbaru (PGK) Pangkalpinang (PGK) Pangkalpinang



9:35 AM



Scheduled



9:35 AM



Scheduled



9:40 AM



Scheduled



9:40 AM



Scheduled



9:40 AM



Scheduled



9:40 AM



Scheduled



9:40 AM



Scheduled



Adopted from Flight Stats (2015)



Unit 11



On-board Announcements



Activity 1 Match the following pictures with the words by writing the words under the pictures. a. take-off b. landing on water c. no smoking d. seatbelt



e. life jacket f. life raft g. emergency landing h. decompression







i. escape slide j. emergency exit k. oxygen mask l. luggage rack



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1. …



















126



2…



Source: illinois.edu



Source: english4aviation



3. … 4 …



Source: CBS New York



5. …



















Source: DSS Aviation







Source: Tribunnews.com







6…



Source: www.v2.com



On-board Announcements 



7. …



















Source: www.popsugar.com



9. …























Source: Traveller.com.au



8. …







Source: http://www.huffingtonpost.com/2014







Source: https://www.dawn.com/news/



11. …







127







10. …







Source: CCTV News



12. …



Source: http://www.ebay.com/itm/



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Activity 2 Match the words of phrases with the pictures of a plane. k. nose o. wing s. flaps l. vertical stabilizer p. rudder t. slats m. horizontal stabilizer q. spoiler u. cockpit n. turbojet engine r. elevator v. aileron



Adapted from Oxford Advanced Learner’s Dictionary (2010)



Activity 3 Match the words on the left column with their meaning on the right column by drawing lines. One is given as an example.



On-board Announcements 



1. aboard 2. baggage 3. lavatories



4. compartment 5. fasten 6. attendant



7. inflate 8. loops 9. vest 10. secure 11. strap 12. crew 13. flap 14. waist



15. altitude



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bags or cases that contain somebody’s clothes and things when they are travelling to fill something or become filled with gas or air to close or join together the two parts of something to become closed or join together a room with a toilet in it, a toilet on or onto a plane, ship, bus or train one of the separate sections that something such as a piece of furniture or equipment for keeping things pieces of rope or wire in the shape of a curve or circle a person whose job is to serve or help people in a public place a piece of under wear worn under a shirt next to the skin a strip of leather or fabric that is used to fasten something or keep something in place to protect something so that it is safe and difficult to damage the area around the middle of the body between the ribs and the hips the height above the sea level a flat piece of paper, fabric or metal that is attached to something along one side and that hangs down and covers an opening the people whose job is to take care of passengers on a plane



Activity 4 Study the following special expressions. v Welcome on board. v disembark



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v rest room v seatbelt sign v Fasten your belt. v Have a nice flight. v Please enjoy your meal. v under the seat in front of you v in the overhead compartment v I’d like to welcome you on board Garuda Indonesian flight number 204. v The weather for our flight this morning is sunny and the temperature is 20 C. v Our flying time should be approximately three and half hours. v We should be arriving at….. Airport in Thailand at………….p.m. v We’ll be flying at an altitude of 28.000 feet, and our cruising speed will be 576 miles per hour. v After the seatbelt sign is off, if you care to walk around the cabin, you feel free to do so. v For your own safety, please stay in your seats and keep your seatbelts fastened. v We’d like to ask you that you keep your seatbelts loosely fastened. v We should be on the ground and ready to disembark at about 3.50 p.m. v I’d estimate that we will be on the ground in about thirty minutes. v We hope you enjoy your flight. v On behalf of Merpati Airlines, we’d like to thank you for flying with us. v Thank you for flying with Garuda Indonesia. v Thank you for travelling on Garuda Indonesia



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Activity 5 Read the following announcement.



a. Boarding This announcement is usually made while the aircraft is parked at the gate and the last passengers are boarding. Ladies and gentlemen, the Captain has turned on the Fasten Sea­t­ Belt sign. If you haven’t already done so, please stow your carry-on luggage underneath the seat in front of you or in an overhead bin. Please take your seat and fasten your seatbelt. And also make sure your seat back and folding trays are in their full upright position. If you are seated next to an emergency exit, please read carefully the special instructions card located by your seat. If you do not wish to perform the functions described in the event of an emergency, please ask a flight attendant to reseat you. At this time, we request that all mobile phones, pagers, radios and remote controlled toys be turned off for the full duration of the flight, as these items might interfere with the navigational and communication equipment on this aircraft. We request that all other electronic devices be turned off until we fly above 10,000 feet. We will notify you when it is safe to use such devices. We remind you that this is a non-smoking flight. Smoking is prohibited on the entire aircraft, including the lavatories. Tampering with, disabling or destroying the lavatory smoke detectors is prohibited by law. If you have any questions about our flight today, please don’t hesitate to ask one of our flight attendants. Thank you



b. Door closure Usually before the door is closed, or while it is closed, this announcement is made by flight service director. Good morning ladies and gentlemen. I am your flight service director and my name is Rini Santoso. We’d like to welcome you aboard Ga-



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ruda Indonesia Flight 805 to Thailand. At this time, please check to see that your seatbelt is fastened, your seat is upright, and your tray table is closed. Your cabin baggage should be in the overhead compartment. No smoking will be permitted until the captain turns off the “No Smoking” sign, and at no time is smoking permitted in the lavatories. Our flight time to Thailand will be three and half hours, we will arrive at 13.30 local time. If you’d like to set your watch it’s now 10 o’clock in Thailand. We will be flying at an altitude of 28,000 feet, and our cruising speed will 580 miles per hour. Captain Lukas Widyanto will give you a report on your flight plan just as soon as his duties permit. It may interest you to know that our cabin attendants on this flight are able to speak Thai and that we can speak with you in Thai. It is nice to have you aboard Garuda Indonesia this morning and we hope that you have a pleasant flight.



c. Take-off/ascent Usually, the Captain will make a small briefing before take-off, sometimes indicating the priority for take-off (e.g. “We are third in priority for take-off, we should depart in about five minutes”). But there is always an announcement like: “Flight attendants, prepare for take-off please.”; “Cabin crew, please take your seats for take-off.” Within a minute after take-off, an announcement may be made reminding passengers to keep their seatbelts fastened. After passing above clouds or turbulence, the Captain will turn off the Fasten Seatbelt sign, but usually, the aircraft is still climbing to its cruising altitude. The flight attendants will then invite the passengers to release their seatbelts if needed. Ladies and gentlemen, the Captain has turned off the Fasten Seatbelt sign, and you may now move around the cabin. However we always recommend to keep your seatbelt fastened while you’re seated. You may now turn on your electronic devices such as calculators, CD players and laptop computers. In a few moments, the flight attendants will be passing around the cabin to offer you hot or cold drinks, as well as breakfast/dinner/a snack. Alcoholic drinks are also available at a nominal charge/with our



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compliments. (On long flights with inflight entertainment: Also, we will be showing you our video presentation.) Now, sit back, relax, and enjoy the flight. Thank you.



d. Thunder storm and turbulence Occasionally, thunder storm and turbulence may occur during a flight. The seatbelt sign will turn on and, in case of moderate to severe turbulence ahead, the flight crew will make a brief announcement. “Ladies and gentlemen, this is the captain speaking. I’ve just turned on the seatbelt sign and I’d like to request you to return to your seats. We’re entering a weather front with thunder storm activity, and we’re going to have a bit of bumpy weather. For your safety, please stay in your seats and keep your seatbelt fastened. We should pass through the front in about forty five minutes. Thank you.” “Flight attendants/Cabin crew, please be seated.” Shortly after the seatbelt sign illuminates, this announcement will be made. “Ladies and gentlemen, the Captain has turned on the fasten seatbelt sign. We are now crossing a zone of turbulence. Please return your seats and keep your seatbelts fastened. Thank you.”



Descent/final Before, or during the descent, the Captain will usually make an announcement with local time and temperature at the destination airport, and time left until arrival. It is followed by an announcement from the flight attendant. “Ladies and gentlemen, as we start our descent, please make sure your seat backs and tray tables are in their full upright position. Make sure your seatbelt is securely fastened and all carry-on luggage is stowed underneath the seat in front of you or in the overhead bins. Please turn off all electronic devices until we are safely parked at the gate. Thank you.” To indicate the landing clearance or final approach, the Captain will



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either make the following announcement and/or blink the No Smoking sign. “Flight attendants, prepare for landing please.” 
“Cabin crew, please take your seats for landing.” It is immediately followed by an announcement by a flight attendant. “Ladies and gentlemen, we have just been cleared to land at Husein Sastranegara airport. Please make sure one last time your seatbelt is securely fastened. The flight attendants are currently passing around the cabin to make a final compliance check and pick up any remaining cups and glasses. Thank you.”



Landing After touchdown, and as the aircraft is turning off the active runway and taxiing to the gate, the flight attendant will do one last announcement. “Ladies and gentlemen, welcome to Husein Sastranegara Airport Bandung. Local time is 17.15 and the temperature is 23°C. For your safety and comfort, please remain seated with your seatbelt fastened until the Captain turns off the Fasten Seatbelt sign. This will indicate that we have  parked at the gate and that it is safe for you to move about. Please check around your seat for any personal belongings you may have brought on board with you and please use caution when opening the overhead bins, as heavy articles may have shifted around during the flight. If you require deplaning assistance, please remain in your seat until all other passengers have deplaned. One of our crew members will then be pleased to assist you. We remind you to please wait until you are inside the terminal to use any electronic devices (or to smoke in the designated areas). On behalf of Garuda Indonesia Airlines and the entire crew, I’d like to thank you for joining us on this trip and we are looking forward to seeing you on board again in the near future. Have a nice day/evening/night/stay!”



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Activity 6 Work in group of threes. One of you acts as a flight service director and another as a captain. Referring to the announcement above, please practice giving flight announcement by changing the time, the name of the flight service director, airline, flight number, destination, the length of flight, arrival time, the name of the captain, altitude and cruising speed, etc.



Activity 7 Keep staying in group to practice giving announcement. This time please try not to look at the texts.



Activity 8 Put the following descriptions based on the sequence of the pictures by writing numbers. Number one is given as an example. How to wear the life jacket Safety Cards, B737-400, MALAYSIA 1 2



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3



136



4



5 6 7







Source: Flickriver.com (2007-2017)



1



Pull the yellow tabs to tighten the straps around your waist. Inflate your life jacket after you have left the aircraft, never before. Inflation is automatic when you pull down on either one of these red handles. Your life jacket may also be inflated by blowing through these tubes. Place your arms through the two loops at the sides. Take hold of the straps under your arms. Give them a sharp downward pull to extend the back flap. Hold the vest in front of you with the top up. Then slip the vest over your head. Get the life jacket under your seat a pouch.



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How to use the oxygen mask Safety Cards, B737-400, MALAYSIA 1



2















3







5



4















6



Source: Flickriver.com (2007-2017)



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Continue to breathe normally until you are advised that the masks are no longer needed. Do not smoke while the oxygen is in use. Secure it with the strap as your cabin attendant is now demonstrating. Place it over your nose and mouth. Put another mask on your baby/child the same way you do. An oxygen mask will be automatically released from the unit above your seat. Pull down sharply on the mask.



Activity 9 Work in pair. Look at the pictures then tell the pictures to your partner: How to wear the life jacket and how to use the oxygen mask to your partner. Please do not look at the texts.



Activity 10 Read the following life jacket and oxygen mask demonstration individually. Then act as a steward or stewardess of a flight and read it in front of the class. Ladies and Gentlemen, we’d like to give the life jacket and oxygen mask demonstration in case of emergency. We have provided a life jacket for each of you. The life jacket is located under your seat. You may reach down to note its location but please do not remove the jacket unless you are instructed to do so by your crew. Your cabin attendant will now demonstrate how to wear the life jacket. Hold the vest in front of you with the top up. Place your arms through the two loops at the sides, then slip the vest over your head. Lean forward in your seat, take hold of the straps under your arms and give them a sharp downward pull to extend the back flap. Pull the yellow tabs to tighten the straps around your waist. Inflate your life jacket after you have left the aircraft, never before. Inflation is automatic when you pull down on either one of these red



On-board Announcements 



139



handles. Your life jacket may also be inflated by blowing through these tubes. Our cabin altitude is controlled for your comfort but should it change, an oxygen mask will be automatically released from the unit above your seat. Pull down sharply on the mask, place it over your nose and mouth and secure it with the strap as your cabin attendant is now demonstrating. Continue to breathe normally until you are advised that the masks are no longer needed. We ask that you do not smoke while the oxygen is in use. Thank you.



Activity 11 Study the following other flight instructions and information.



Bracing Position Cross your arms and rest them on the seat in front of you. Place your head on your arms. If you cannot reach a seat, lean forward as far as you can and clasp you arms tightly under your legs. When the landing is made, the airplanes may bounce several times. Hold your position until the aircraft has come to a complete stop.



Escape slide For rapid escape to the ground, a special slide is installed at each cabin door exit. All crew members know how to use the slides. Obey their instructions.



Life rafts Enough life rafts are aboard for everyone, each with room for twenty five people. Every raft contains rations, first aid and water distilling kits, and many other useful items. Your highly trained crew will launch the rafts and explain their use.



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Activity 12 Free practice. Work in group of four to practice giving announcement (Task 3a) and demonstrating wearing life jacket and using oxygen mask in front of your group without looking at the text above. Then if you are confident enough, do it again in front of the class.



Activity 13 Study the following safety instruction from Talon Air (2015). Safety demonstration



The following safety demonstration helps you practice giving information to flight passengers. Depending on the type of aircraft and presence of a video system, this announcement will be made. “Ladies and gentlemen, I’d like to direct your attention to the television monitors. We will be showing our safety demonstration and would like the next few minutes of your complete attention.” If there is no video system and the flight attendants do the demonstration themselves in the aisles, the announcement might be as follows. “Now we request your full attention as the flight attendants demonstrate the safety features of this aircraft.” Either on the video screen, or live, the safety demonstration might sound like this. If it is a video presentation, it usually starts with a friendly welcome from the airline, the reminder of the seatbelt sign currently illuminated, the seat back and tray table restriction, as well as the carry-on luggage. When the seatbelt sign illuminates, you must fasten your seatbelt. Insert the metal fittings one into the other, and tighten by pulling on the loose end of the strap. To release your seatbelt, lift the upper portion of the buckle. We suggest that you keep your seatbelt fastened throughout the flight, as we may experience turbulence.



On-board Announcements 



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There are several emergency exits on this aircraft; the front door emergency exit, over wing emergency exit, and rear door emergency exit. Please take a few moments now to locate your nearest exit. In some cases, your nearest exit may be behind you. If we need to evacuate the aircraft, floor-level lighting will guide you towards the exit. Doors can be opened by moving the handle in the direction of the arrow. Each door is equipped with an inflatable slide which may also be detached and used as a life raft. Oxygen and the air pressure are always being monitored. In the event of a decompression, an oxygen mask will automatically appear in front of you. To start the flow of oxygen, pull the mask towards you. Place it firmly over your nose and mouth, secure the elastic band behind your head, and breathe normally. Although the bag does not inflate, oxygen is flowing to the mask. If you are travelling with a child or someone who requires assistance, secure your mask on first, and then assist the other person. Keep your mask on until a uniformed crew member advises you to remove it. In the event of an emergency, please assume the bracing position. (Lean forward with your hands on top of your head and your elbows against your thighs. Ensure your feet are flat on the floor.) A life vest is located in a pouch under your seat or between the armrests. When instructed to do so, open the plastic pouch and remove the vest. Slip it over your head. Pass the straps around your waist and adjust at the front. To inflate the vest, pull firmly on the red cord, only when leaving the aircraft. If you need to refill the vest, blow into the mouthpieces. Use the whistle and light to attract attention. (Also, your seat bottom cushion can be used as a flotation device. Pull the cushion from the seat, slip your arms into the straps, and hug the cushion to your chest.) The following electronic devices (calculators, CD players, laptop computers) may be used when the seatbelt sign is off, or when permitted by your crew. Cellular/mobile telephones, remote-controlled toys or any electronic device operating with an antenna must be turned off at all times. We remind you that this is a non-smoking flight. Tampering



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with, disabling, or destroying the smoke detectors located in the lavatories is prohibited by law. You will find this and all the other safety information in the card located in the seat pocket in front of you. We strongly suggest you read it before take-off. If you have any questions, please don’t hesitate to ask one of our crew members. We wish you all an enjoyable flight. Adapted from Talon Air (2015)



Activity 14 Use the following Lufthansa safety card to practice giving information again to flight passengers.



Unit 12



On-board Services



Activity 1 Study the following expressions and discuss with your friend when and where the expressions are used? v Welcome you aboard. v Welcome you on board. v The magazines available are…. v The newspapers we have are…. v Our menu of today is…. v We will be arriving in Bangkok at…. v We will have a transit in Kuala Lumpur for about 60 minutes. v Your ticket, please. v Can I have your boarding pass, please?.



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v Have a nice flight. v The cabin attendants will be serving breakfast soon. v The dinner will be served right away. v What would you like to have, madam? v Which do you like? v Which do you prefer? v Certainly, madam. v My pleasure, sir. v Right away, sir. v Yes, of course. v Is that better? v Please enjoy your lunch. v Thank you for flying with us. v I hope to see you again in the coming flights. v Have a nice trip. v Have a nice journey.



Activity 2 Study the following dialogues. Prior reading the dialogues, a drawing game is suggested (See File 12.1.)



a. Welcoming a passenger aboard Flight attendant : Welcome aboard our aircraft. Your seat is on the left-hand side of the plane, in the third row. Passenger : Thank you. Where can I put my bag? Flight attendant : Let me put it in the compartment overhead. Passenger : That’s better. Thank you. Do you have anything I can read? Flight attendant : Yes, we do. There are some magazines and some booklets in the seat pocket in front of you. Passenger : Thank you.



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b. Helping passenger with his seatbelt Flight attendant : Can I help you, madam? Passenger : I can’t fasten my seatbelt. Can you help me with it? Flight attendant : Certainly. Insert this and push then pull the strap to fasten it. Passenger : Thank you. Can I hold this bag in my lap? Flight attendant : It would be better if you put it under the seat in front of you or in overhead compartment. If the plane should turn suddenly during the landing the bag might slip out of your hands. You might fall against it and get hurt. Passenger : Oh right, thank you. Let me just put it down here under the seat. Flight attendant : Good, thank you.



c. Helping passenger with his reclining seat Passenger



: Excuse me. My seat is stuck. Can you do something with it? Flight attendant : Certainly, sir. This is the button to press while you push the seat backwards. Passenger : Alright, thank you. Flight attendant : Now just push the button and let me push the seat backwards. Passenger : Ok Flight attendant : There you are. Is that fine? Passenger : Yes, it’s better.



d. Helping passenger filling immigration card Passenger : Could you help me to fill in this card, please. Flight attendant : Certainly, what’s your problems? Passenger : I don’t know what it means when it asks for surname.



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Flight attendant : That’s your family or last name. Passenger : I don’t have a family name. Flight attendant : Just write your name then. Passenger : What does country of origin mean? Flight attendant : It means where you were born or birth place. Passenger : Thank you for your help and what should I do with the card? Flight attendant : Sign your name at the bottom and give it to an immigration official in the airport after the plane lands. Passenger : Thank you.



Activity 3 Work in pair to practice the dialogues above then try to practice helping any possible problems on board. Beside the two situations above you can also refer to the following situations. a. Asking where the toilet is. b. Asking how to open a compartment. c. Asking sanitary bag as you have a travel sick. d. Asking where the ashtray is as you smoke. e. Asking a blanket as you feel very cold. f. Asking for something (magazine or newspaper) to read.



Activity 4 Study the following food and drink based on the seating chart.



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Common Food and drink served in Airline







Source: wikimedia.org



Source: Hernasari (2013)



Garuda Indonesia The Airline of Indonesia 7D



7E



D-NC



RB



8D



8E



CH



LC



9D *.... 10D BS



9E BS 10F BS



Notes: VG. Vegetarian RB. Roast beef CH. Chicken



A I S L E



7F



7G



7H



VG



CH



CH



8F



8G



8H



D-NC:



LC



RB



9F



9G



9H



CH



*---



LC



10F



10G



11H



VG



VG



LC



LC. Lamb chop BS. Beef steak D-NC: Diet Non Cholesterol *Anything except VG, D-NC



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Drinks Orange juice OJ Tomato juice TJ Melon juice MJ Coca cola Coke Sprite Sp Gin and tonic GT



Vodka and tonic VT Bourbon and soda BS Bourbon and water BW Scotch and Soda SS Sherry Shr Ginger ale GA



Activity 5 Study the following dialogues “Serving food and drink to passengers”.



a. Serving food to passenger no. 7F Stewardess : Good evening, sir. Passenger : Yes, good evening. Oh, good. The dinner is ready to be served. Stewardess : Certainly, sir. Would you like to open your tray table, please. Passenger : OK. Could I know what you serve tonight? Stewardess : As usual we serve chicken, roast beef, beef steak, lamb chops and vegetable sate for the vegetarian. According to my list you are a vegetarian, aren’t you? (You order vegetarian food, don’t you? Or your order is vegetarian food, isn’t it?) Passenger : Yes, I’m a vegetarian. Stewardess : So, we serve you vegetarian food. Alright here you are. Passenger : Thank you. Stewardess : Please enjoy your sate. Passenger : Thank you.



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b. Serving drink to passengers Stewardess : Excuse me, sir. Would you like to have tea or coffee? Passenger : Tea, please. Stewardess : Fine, here it is. Passenger : Thank you. Stewardess : My pleasure. And what about you, madam? Passenger : Do you have orange juice? Stewardess : Yes, certainly, here is your orange juice. Passenger : Thank you very much. Stewardess : My pleasure.



Activity 6 Work in pair to practice serving food and drinks based on the seating chart and drink list in Activity 4.



Handling small complaints Passenger Stewardess Passenger Stewardess Passenger Stewardess



: : : : : :



Passenger Stewardess Passenger Stewardess



: : : :



Miss Reka. Yes, madam. What can I do? My tea is not sweet. Can I have some sugar? Certainly madam, here you are. Thank you. You’re welcome.



Miss………. (stewardess) Yes, sir. What may I help you? I haven’t got the drink. I’m very sorry about this, sir. And what would you like to drink. Passenger : Orange juice, please. Stewardess : All right. This is your orange juice, sir. Passenger : Thank you.



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Activity 7 Study the following expressions for handling complaint. v I’m sorry, sir. v I’m very sorry, madam. v I’m extremely sorry about this. v I do apologize, sir. v Yes, madam, what can I do for you? v Yes, sir, can I help you? v Could I help you, madam. v Could I do something for you, sir? v My pleasure, sir. v All right, madam. v You’re welcome. v Don’t mention it. v Here is your tea. v Here is the newspaper, sir. v This is your orange juice. v This is the magazine, madam. v I’ll get some for you. v I’ll get one for you.



Activity 8 Work in pair to practice handling small complaints. One of you acts as a stewardess or cabin attendant and the other acts as a passenger. Your complaints may refer to services, food and drink, or facilities.



Activity 9 Match the words in the left column with meaning in the right column by writing the numbers before the descriptions. Number one is given as an example.



On-board Services 



1. aisle 2. bassinet 3. diet 4. effects 5. galley 6. infants 7. log or log book 8. notification 9. ramp



10. to bid farewell



1



151



a small kitchen on a plane where food can be made ready to be served. a small box for baby that looks like a basket babies or very young children a set of steps that can be moved and used for getting on and off a plane personal possessions or belongings a passage between rows of seats in a plane the act of giving or receiving official information about something to say farewell or goodbye an official record of events during a particular period of time especially a journey on a plane a limited variety or amount of food that we eat for medical reasons



Activity 10 Study the following typical flight service duties which are put into several categories in chronological order.



A. Pre-departure 1. A chief stewardess holds a short briefing to assign specific duties and explain plans for the flight. 2. One stewardess goes to the passenger departure area and introduce herself to the passengers. 3. The other stewardesses a. check the cabin, galleys, lavatories, supplies and equipment, etc. b. check the demonstrator life jackets and oxygen masks. c. begin preparation of the first cocktail or meal service.



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d. secure equipment for the takeoff. e. set up bassinets if there are going to be infants on board the flight. f. place magazines, route maps, news papers, and time tables in the magazine racks in each section.



B. Passenger reception 1. The stewardess check the boarding music for the correct volume. The music is played over the plane loudspeaker system before takeoff and not during the flight. 2. A stewardess stands at each cabin door to welcome passengers and checks passengers’ tickets. 3. The customer service representative informs the chief stewardess of the number of passengers who have checked in. 4. The stewardess check that all the documents needed for the flight are on the plane. 5. A flight attendant goes into the cockpit and tells the flight engineer that the cabin check is complete. 6. The chief stewardess makes the welcome announcement right after the cabin doors are closed. 7. Before takeoff, the stewardess gives the life jacket and oxygen mask demonstration if required.



C. After take off 1. The flight service crew checks the flight conditions and make announcements including estimated flight time, notification of meal service, and also about in-flight movies. 2. The flight service crew checks to see the comfort of the passengers including passengers with babies. 3. The flight service crew offers pillows and blankets to passengers and helps them to adjust their seats.



On-board Services 



153



D. Mid-flight 1. The cabin attendants check the special information log and the seating chart for passengers who require special attention including mothers with young children and those who need special diets. 2. The stewardess attempts to identify passengers who have language problems and assist them. 3. The cabin attendant learns to find out the special needs of certain group of passengers like food. 4. The stewardesses serve the food and drink. 5. The stewardesses make frequent cabin checks throughout the flight every fifteen minutes. They should walk the length of the aisle and smile at the same time. They must pay careful attention to their personal appearance such as grooming and courtesy. 6. The stewardess control the cabin temperature. 7. Before arriving at the destination, the cabin attendants distribute and explain any passenger documentation and entry forms that must be filled out.



E. Pre-arrival 1. The cabin service crew performs a number of duties like returning all equipment, clean the galleys, and turn off all switches in the galleys. 2. They gather up pillows, blankets and magazines and make sure that the cabin, lounge, and lavatories are clean and neat. 3. The stewardesses checks to see that seatbelts are fastened, the seats are in the upright positions and the tables are closed. 4. The stewardess makes several announcements: the landing, (local) time and weather conditions, transit stop, the length of transit, etc. and advices the passengers to take their personal effects and to have their travel documents ready.



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F. After arrival 1. The stewardess turns on the cabin music, then on behalf the airline, thanks the passengers for travelling on the flight. 2. The stewardess station themselves to bid the passengers farewell. One of them is at the foot of the ramp in order to help anyone who needs assistance. 3. The other checks to make sure that passengers have not left any personal effects.



Activity 11 Work in pair to tell each other the duties of cabin crew or attendants. Then based on two certain duties, write two possible dialogues between passengers and cabin attendants.



Unit 13



Flight Arrival Services



Activity 1 Study the following special expressions in flight arrival services. v arriving at the airport v getting off the plane v disembark–to leave the aircraft v nice landing v last greeting from the captain and cabin attendants v conveyer belt v customs officer v baggage claim area v pick up the baggage



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v report to the officer about the serious damage and lost baggage v go to the customs counter v hiring a taxi v taxi service v duty free v hotel service v filling in a lost and found card v Thank you for the nice landing captain. v How was the flight? v Thank you for being with us. v Have a good stay in London. v We hope to see you again. v Shall I open my cabin baggage? v Do you bring any gift for your friends here? v How long do you plan to stay here? v Do you have anything to declare? v What is their value? v It’s still under duty-free allowance. v I brought… for…. v There is a duty on some of them. v The total of your purchases is under the amount you are allowed. v I’m sure there is no duty on them. v Thank you for your cooperation. I’m sorry to trouble you. v That’s fine. v I understand it is your job to inspect everything brought into the country. v Thanks for being courteous. v I hope you have an enjoyable time.



Flight Arrival Services 



157



Activity 2 Read the following dialogues on flight arrival.



a. Immigration officer inspecting passenger’s passport on arrival Immigration officer : Good afternoon, madam. How was the flight? Passengers : It was great, thank you. Immigration officer : May I have the card you filled out on the plane and your passports, please. Passengers : Yes, here you are. Immigration officer : Thank you. Passengers : Should I open our cabin baggage? Immigration officer : No, that’s not necessary. I know you are tourists. How long do you plan to stay here in our country? Passenger : We’re on holidays for two weeks. Immigration officer : Good. Do you bring any gifts for your friends here? Passenger : I’m sorry, no. Immigration officer : Alright, these are your passports, I hope you have an enjoyable vacation. Passenger : Thank you.



b. Customs Inspector inspecting passenger’s baggage Customs Officer Traveller Customs Officer Traveller



: : : :



Good afternoon. Good afternoon Do you have anything to declare? No, I only brought back some small gifts for my family. Customs Officer : What is their value? Traveller : It’s still under duty-free allowance. I bought a necklace for my wife, a watch for my son and a bracelet for my daughter. Customs Officer : May I see them? There is a duty on some of them



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even if the total of your purchases is under the amount you are allowed. Traveller : Certainly. Here they are. I’m sure there is no duty on them. Customs Officer : Yes, you are right. There is no duty on them. Thank you for your cooperation. I’m sorry to trouble you. Traveller : That’s fine. I understand it is your job to inspect everything bought into the country. Thanks for being courteous.



Activity 3 Work in pair to practice dialogues above. First you practice by changing some of the information such as the greetings, name of the flight, etc. then try to do free practice by not looking at the examples of the dialogues.



Activity 4 Study the following flight arrival flow chart of Airport Customs and Im­­mi­gration Inspection Process adapted from ImmigrationRoad.com (2012).



Airport Customs and Immigration Inspection Process All passengers must go through an inspection process conducted by the Customs and Border Protection (CBP), an agency within the Department of Homeland Security. CBP officers will inspect each passenger’s travel documents and ask questions. Sometimes, fingerprints may also be collected during the process. If everything looks good the officer will grant admission to the traveller, and also specify a period of authorized stay in case of non-immigrant visitors. The majority of people go through this process in just a few minutes, in addition to waiting in line for inspection. If the CBP officer still has questions, however, he will send the visi-



Flight Arrival Services 



159



tor for second-level inspection. This is typically conducted in a separate room, and can take hours depending on the situation. The outcome of a secondary inspection may be regular admission, in which case the visitor moves on to baggage claim along with other passengers. But it could also be denial, and the visitor will be sent back on the next flight available. Passengers waiting for inspection are often divided into lines: One for local citizens and permanent residents, and the other for non-immigrant visitors. It is important to stand in the right line to avoid wasting time. Cell phone calls are not allowed in the inspection area. The next step after immigration inspection is to retrieve your baggage, and the final step is Customs inspection during which your suitcases may be opened and checked. The following flow chart demonstrates the overall inspection process at an airport (ImmigrationRoad. com, 2012).



Inspection Process Preparation Ensure your travel documents are ready (passport, green card, AP, visa, etc.)



 In Flight Fill out Form I-94 (required for most visitors) and Customs Declaration Form while on board the plane. Flight attendants will distribute the forms before landing. These forms may be available in foreign languages. Ask attendants if you have difficulty completing the forms.







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After Landing Collect your carry-on luggage and go to the CBP inspection area. Wait in line. Make sure you find the correct line if there are more than one.



 CBP Inspection When it is your turn, present your travel documents and answer questions. You may be requested to take a photo and scan your fingerprints. If you’re travelling with a spouse, a child or otherwise as a close group, you may conduct the interview together.



 Admission If you have passed the inspection, CBP officer will stamp your passport and staple the I-94 card (if applicable) to your passport. Double check the information for errors, especially your class (status) and duration of stay. It will be much more difficult to correct a CBP error after you leave the airport.



 Baggage Claim Go to the baggage carousel and pick up your luggage.



 Customs Inspection Present your declaration form to CBP officers who may or may not inspect your luggage. If they do check your bags and find restricted items, you may be asked to pay duty and/or fines.







Flight Arrival Services 



161



Connection Flights Follow the signs if you need to catch a connection flight. There will be airport staff to transfer your luggage. Since this is now a domestic flight, you will not go through CBP inspection again after landing.



 Congratulations! Now you are all set. Simply follow the flow of passengers to depart the airport. If you have arranged for pick up, they will be at the exit where you will also have access to ground transportation such as shuttles, buses and rental cars. ImmigrationRoad.com (2012)



Activity 5 Work in pair to tell each other the inspection process based on the chart. Please refer to the expressions in Activity 1



Activity 6 Write you’re the description of the flight arrival chart above in three paragraphs. If you have finished let your neighbour read and gives comments on what you have written. Give your suggestion to write it better.



Activity 7 Study the following travel identifications and stickers: baggage tag/ identification, boarding pass, passport, visa, ticket, excess baggage ticket (EBT), etc.



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a. Baggage Tags



Source: eBay Shops



b. Boarding Pass



Source: Airliners.net



c. Passport







Source: https://en.wikipedia.org/wiki/Indonesian_passport



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d. Visa



Source: http://www.us-passport-service-guide.com/indonesia-visa.html



f. Ticket



Source: Airliners.net



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g. Excess Baggage Ticket



Source: http://maulinaoctavia.blogspot.co.id/2011/03/ground-handling.html



Activity 8 Study the following Custom Declaration (BC.2.2). Discuss with your friends what a custom declaration is, what it is for, how to fill it in and whom it is submitted to.



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Unit 14



Lost Baggage Complaints



Activity 1 Match the following words in Lost Baggage passage with the meaning by drawing lines. Number 1 is given as an example.



English for Professional Airline Services 



No 1.



Words coverage



2. 3.



depreciate excess



4.



heirloom



5.



rate



6.



receipts



7.



reimburse



8.



jewelry



9.



valuables



10.



valuation



168



Meanings financial protection so that you get money if something bad happens an amount or level of payment the amounts of money received during a particular period by a business an amount that is more than acceptable, expected, or reasonable to pay back money to someone who has spent it for you or lost it because of you to (cause something to) lose value, especially over time the act of deciding how much money something might be sold for or the amount of money decided on small objects, especially jewelry, which might be sold for a lot of money decorative objects worn on your clothes or body that are usually made from valuable metals, such as gold and silver, and precious stones a valuable object that has been given by older members of a family to younger members of the same family over many years



Activity 2 Read the passage below about Lost Baggage from The Independent Traveller (2015).



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169



Lost Baggage If the airline loses your bags, make sure you get a written claim for damages. This may require a different form than the original “missing luggage” form. This can be done at the airport or by mail. The maximum an airline pays on lost bags and their contents is currently limited to $3,400 per passenger on domestic flights, and a varying rate per passenger for checked baggage on international flights based on the Warsaw Convention or the Montreal Convention. In the United States, if you paid a checked baggage fee for your lost bag, the airline must refund your fee. Check your carrier’s website for specifics. You may need to produce receipts to prove the value of items you had in your suitcase. If you have them, include copies in any documentation you send to the airline. (Keep in mind that you will be reimbursed for the depreciated value of your items—so the airline won’t give you the full $1,000 you paid for that suit you purchased two years ago.) You can purchase “excess valuation” protection if your checked baggage is worth more than these limits (but before doing so, make sure the items aren’t already covered by your homeowner’s or travel insurance policy). Some credit card companies and travel agencies also offer optional or automatic supplemental baggage coverage. The airlines typically have a long list of items for which they will not be held responsible; these include jewelry, money, heirlooms and other valuables. These sorts of items should always be left at home or packed in your carry-on bag. The Independent Traveller (2015)



Activity 3 Answer the following questions. 1. What will you do if an airline loses your baggage? ……………………………………………………………………………………. 2. Will the airline pay your lost baggage as much as the value of your lost baggage?



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……………………………………………………………………………………. 3. Is the rate of the lost baggage per passenger for the domestic flight the same as international flight? ……………………………………………………………………………………. 4. What do you know about the Warsaw Convention? ……………………………………………………………………………………. 5. What documents do you need to include in you lost baggage claim or letter? ……………………………………………………………………………………. 6. What is “excess valuation” protection for? ……………………………………………………………………………………. 7. Why do you think the airlines typically have a long list of items for which they will not be held responsible? ……………………………………………………………………………………. 8. What are your suggestions to people who want to bring their jewelry, money, heirlooms and other valuables if they travel by airlines? ……………………………………………………………………………………. 9. What do you think of the airlines lost baggage regulation above, is it fair? ……………………………………………………………………………………. 10. What additional items or rules do you want to include out of the regulation above? …………………………………………………………………………………….



Activity 4 Learn the following passenger property claim form South African Airlines.



Lost Baggage Complaints 



Source: slideshare.net (2014)



171



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172



Activity 5 Read the passage below about Complaining to Airlines from Administrator (2007).



Complaining to Airlines If you can’t resolve the problem at the airport and want to file a complaint, it’s best to call or write the airline’s consumer office at its corporate headquarters in addition to filing your complaint publicly with AirlineComplaints.org. Take notes at the time the incident occurs and jot down the names of the carrier employees with whom you dealt. Keep all of your travel documents (ticket receipts, baggage check stubs, boarding passes, etc.) as well as receipts for any out-of-pocket expenses that were incurred as a result of the mishandling. Here are some helpful tips should you choose to write a letter.  Type the letter and, if at all possible, limit it to one page in length.  Include your daytime telephone number (with area code).  No matter how angry you might be, keep your letter businesslike in tone and don’t exaggerate what happened. If the complaint sounds very vehement or sarcastic, you might wait a day and then consider rewriting it.  Describe what happened, and give dates, cities, and flight numbers or flight times.  Send copies, never the originals, of tickets and receipts or other documents that can back up your claim.  Include the names of any employees who were rude or made things worse, as well as anyone who might have been especially helpful.  Don’t clutter up your complaint with petty gripes that can obscure what you’re really angry about.  Let the airline know if you’ve suffered any special inconvenience or monetary losses.



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 Say just what you expect the carrier to do to make amends. An airline may offer to settle your claim with a check or some other kind of compensation, possibly free transportation. You might want a written apology from a rude employee or reimbursement for some loss you incurred-but the airline needs to know what you want before it can decide what action to take.  Be reasonable. If your demands are way out of line, your letter might earn you a polite apology and a place in the airline’s crank files. If you follow these guidelines, the airlines will probably treat your complaint seriously. Your letter will help them to determine what caused your problem, as well as to suggest actions the company can take to keep the same thing from happening to other people. If you want to put your complaint about an airline on record with the Department of Transportation (DOT), you can call the Aviation Consumer Protection Division at (202) 366-2220 to record your complaint. Or write: Aviation Consumer Protection Division, C-75 U.S. Department of Transportation 400 Seventh Street, S.W. Washington, D.C. 20590 Source: Administrator (2007)



Activity 6 Study the following letter of complaint from an airline passenger.



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Margahayu Raya G II-61 Bandung 022 7568936 15 June 2015 Dear Mr. Simson Hutapea The Manager of Imaginary Airline Jl. Asia Africa No. 007 Bandung On 7 June 2015, I was a passenger on your flight. My luggage which was checked in at Husein Sastra Negara Airport, never arrived at Kualanamu International Airport, Medan. The loss was reported to your company staff on arrival and the appropriate luggage report form was completed. I have not heard from you since. Under the terms of Warsaw Convention, I am entitled to receive compensation from you for my lost luggage. The items in questions are a new Apple Laptop, two pair of suits and a leather jacket and weighed 10 kgs. I therefore calculate my loss as 30.000.000 IDR. I look forward to receiving a reasonable offer of compensation from you within the next fourteen days. Yours sincerely, David Mahardika



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Activity 6 Study the following answer of complaint to an airline passenger. Imaginary Airline Jl. Asia Afrika No. 007 Bandung December 21, 2015 Mr. David Mahardika Marhagayu Raya G2-61 Bandung Dear Mr. Mahardika The Imaginary Airline is always interested to hear comments of its customers and we are very grateful that you have written to us. We are very sorry to know that your baggage was lost and you have reported the loss of your baggage to our baggage claim representative on arrival and the appropriate luggage report form was completed. We will verify your lost baggage to our staff immediately and we promise that you will receive a reasonable offer of compensation based on our regulations within two weeks from now. Yours sincerely, Simson Hutapea Manager



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Activity 7 On behalf of the airline, answer the following letter of complaint.



Jalan Dr. Setiabudhi no. 186 Bandung Telp. 022-2036226 June 7, 2015 Dear Ms. Mega Adora The Manageress of… Airline Jalan Merdeka Selatan 117 Jakarta I am a frequent traveller and loyal customer of your airline. But my recent flight with your airline became my nightmarish experience as my luggage was lost. I am writing to request my compensation for my losses. On May 5, 2015, travelled on Flight… from Bandung to Kupang. When I reached the baggage claim area, I was shocked to discover that my luggage was lost. I immediately asked my baggage to the baggage claim representative. He assured me that my baggage would be on the next flight and asked me to wait. I waited for hours but my luggage never arrived. When at last I became clear that my luggage was gone for good, the representative asked me to fill out a claim form. I was told that I would receive a compensation within 90 days. That was over three and a half months ago, but I still haven’t received my compensation.



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My lost luggage contained some important documents and lots of other valuable items. Although I made several phone calls, nobody could tell me the status of my claim. I have enclosed a list of items that my lost luggage contained along with their estimated costs and I must insist that you reimburse me immediately. I look forward to hearing from you. Yours trully,



Sutanto Leo



Activity 8 Suppose you have just had a travel by a certain airline. Please write a complaint to the airline you flew recently. You can feel free to decide the name of the airline, address, and the nature of the complaints, and use your own name as the sender.



Unit 15



Handling Cargo



Source: amykvistad.com



Activity 1 Match the words in the left columns with the definitions in the right columns by drawing lines. Number one (1) is done for you.



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a.



vast



b.



fine tuned



c.



unaccompanied



d. e.



rapidly customs ance



a. b.



mortal deceased



c. d.



sentimental expertise



e.



flammable



a.



corrosive



the horses, cattle, sheep, and other useful animals kept or raised on a farm or ranch



b.



poisonous



c.



live stock



d.



courier



e.



adhere



full of or containing poison :harmful; destructive having the quality of corroding or eating away; erosive to stay attached; stick fast; cleave; cling (usually followed by to) a messenger, usually traveling in haste, bearing urgent news, important reports or packages, diplomatic messages, etc.



clear-



to make minor adjustments in so as to produce stability, improvement, or the precise results desired very great in number, quantity, amount, etc. occurring within a short time; happening speedily not accompanied; alone The documented permission to pass that a national customs authority grants to imported goods so that they can enter the country or to exported goods so that they can leave the country easily set on fire; combustible; inflammable expert skill or knowledge; expertness; knowhow no longer living; dead of or relating to human beings as subject to death expressive of or appealing to sentiment, especially the tender emotions and feelings, as love, pity, or nostalgia



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Activity 2 Read the following types of cargo (Air India, 2014).



Cargo Types Air India’s Cargo operation flies everything to just about anywhere. Not very surprising, when you consider how far and wide Indians have settled. Vast population have settled in the Gulf, the US, UK, Africa, Far East and Australia. It is to enable them to maintain links with their friends and families back home, and to let entrepreneurs conveniently go about their business, that Air India has fine tuned its cargo services to their needs. An active member of IATA, Air India carries all types of cargo including dangerous goods (hazardous materials) and live animals, provided such shipments are tendered according to IATA Dangerous Goods Regulations and IATA Live Animals Regulations respectively. Here are some of the items transported by Air India over its domestic and international routes.



Personal Effects To book unaccompanied baggage, please contact any of our offices. For facilitating you in Customs clearance for your unaccompanied baggage at Indian airports, you or your representative should approach Indian Customs at the airport through our office with the following: v Copy of Airway bill v Passenger’s passport v Baggage Declaration Form (BDF), duly completed



Sentimental Shipments We understand how traumatic it is to lose a dear one. That’s why we make sure the mortal remains of the deceased are always carried with



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utmost care and concern. Besides passport of the deceased, the following documents are required for carriage of sentimental cargo: v Death Certificate from a competent medical authority; v Embalming and Packaging Certificate, Certificate issued by Embassy (Nationality of deceased) with the deceased’s full name, age at the time of death, place of death and photocopy of passport details; v Photocopy of cancelled passport, Police certificate. It is necessary that the above documents are made in English, otherwise the same should be translated in English.



Peti Jenazah OS di Terminal Kargo. (Foto: NET TV) Source: anekainfounik.net



Odd-Sized Cargo Do you have any odd sized cargo or heavy cargo to carry? Don’t worry. Like we handle valuables and livestock, we also possess expertise in logistics to carry heavy and odd-sized.



Dangerous Goods India being an industrial and nuclear power, we regularly carry Dangerous Goods such as flammable, corrosive, poisonous and radioactive



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substances and varied use including medical. Our Cargo staff is qualified under Dangerous Goods Regulations, to handle such shipments.



Valuables In order to ensure security of your valuables, we have provided a container with a security locker on wide body aircrafts. The narrow body aircrafts are also fitted with locker for valuable cargo. In fact, the entire operation of loading and unloading is carried out under the vigilant eyes of our Security personnel. In order to adhere to the strictest security for transportation of cargo on our flights, we ensure that the cargo is loaded on the flight after physical check or x-ray.



Livestock Over the years we have acquired expertise in carriage of live stock.



Couriers Courier traffic is a rapidly growing market. Air India has been in the courier business transporting small packages and documents between destinations for years. Adapted from Air India (2014)



Activity 3 Answer the following questions. a. Is Air India a passive member of IATA? …………………………………………………………………………………… b. Mention the types of cargo you may know? …………………………………………………………………………………… c. What items have been transported by Air India? ……………………………………………………………………………………



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d. d. What does unaccompanied baggage mean? …………………………………………………………………………………… e. What is the meaning of duly completed? …………………………………………………………………………………… f. What documents are needed for carriage of sentimental cargo? …………………………………………………………………………………… g. What do you think an odd sized cargo is like? …………………………………………………………………………………… h. h. Who handles dangerous good? …………………………………………………………………………………… i. What items belong to valuables? …………………………………………………………………………………… j. Is that possible carry a tiger in Air India? Why? ……………………………………………………………………………………



Activity 4 Study the following expressions and sentences. Two sentences are marked in the brackets as active sentences, and the other two are marked as passive sentences. Please identify the rest which belong to active sentences and passive sentences. v preparing the cargo v pack the goods carefully v checks the packing list v calculate the bill and tax v check documents v apply the regulations v to make sure that the movement does not damage the cargo v After packing the shipper weighs the cargo. (active) v The officer fills out the airway bill. (active) v The shipper (sender) calls an agent or freighter agent/representative. v The agent or freighter agent picks up the cargo.



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v The agent or freighter agent checks the cargo, completes, and signs the airway bill v A reservation officer checks the whole documents. v The cargo is transported to warehouse. (passive) v The cargo is sent to warehouse. (passive) v The ware house accepts the cargo. v The cargo is accepted by the warehouse officer. v Then the customs officer checks the documents: the packing list, airway bill, invoice, certificates, tax, etc. v The customs officer inspects both the documents and the physical condition of the cargo. v The cargo is moved or transported to the aircraft using a forklift or other transportation. v The cargo is loaded to the aircraft. v The aircraft goes/flies to the destination. v The consignee picks up the cargo from the warehouse. v Arriving at the destination, the cargo is unloaded. v The documents are or processed. v The customs officers inspects the goods physically. v The cargo is delivered the consignee. v The goods are delivered. v The cashier accepts the payment. v The cashier processes the payment. v The shipper settles the bill. v The shipper presents his visa card. v The shipper gives his credit card to the shipper. v The cashier returns the credit card and gives a copy of the bill to the shipper. v The freighter agent labels the cargo.



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Activity 5 Study the following flowchart of domestic cargo handling.



Flowchart of Domestic Cargo



Reservation Cashier



Shipper



Agent: Processing document



Acceptance Warehouse Movement



Aircraft Unloading



Warehouse Agent: Checking documents: AWB, packing list, invoice, etc



Delivery Service



Consignee



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Activity 6 Read the description of handling domestic cargo.



Handling Domestic Cargo First of all, the shipper calls an agent or sends the cargo to a cargo agent. The agent packs and weighs the goods. Then he completes the air waybill, asks the shipper to sign the air waybill. He verifies every piece of information including the signature of the shipper and signs the bill. The shipper pays the bill at the cashier or through banking payment. After the processing the document, the agent officer brings the package to the agent or directly to the airport warehouse. From the warehouse, a cargo officer carries the cargo to aircraft/carrier and loads it into the aircraft. The aircraft leaves the airport for the destination Arriving at the airport of destination, another cargo officer unloads the cargo from the aircraft and carries to the warehouse or agent. The agent officer checks the documents: the packing list, air waybill and invoice then delivers the cargo to the consignee.



Activity 7 Study the following Air Inbound (importing) Cargo Flow (Namyang Global, n.d). Work in pair to explain orally the flow of Air Inboound Cargo starting from shipment arrival until the delivery to the consignee.



Adopted from Namyang Global (n.d.)



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Adopted from Namyang Global (n.d.)



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Activity 8 Study the following Air Outbound (exporting) Cargo Flow (Namyang Global, n.d). Work individually to write the description of the Air Outbound Cargo Flow starting from Receiving Shipping Request until the Arrival of the Airplane in the destination..



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Activity 9 Work in pair to compare between Outbound Cargo Flowchart in Activity 8 and the Exporting Cargo Flowchart below. Then, practice giving description of exporting cargo based on the Exporting Cargo Flowchart below.



Exporting Cargo Flowchart Point of origin Shipper Packing, weighing, filling in Air Way Bill (frequent shipper)



Call Cargo Agent to pick up Reservation Airlines or Agent



Checking documents: AWB, Packing list, Invoice, Certiticates



Warehouse Acceptance



Packing weighing, Cheking documents: AWB, packing list, invoice, certificates, regulation application,payment



Unloading



Customs Agent: Checking documents: AWB, packing list, invoice, etc



Warehouse Movement



Loading to Aircraft



Waiting to be loaded



Unit 16



Completing Air Waybill



Activity 1 Study the following terminologies. Match the terminologies (words or phrases) in each group with their meanings in the right columns by writing the terminologies words in the left columns.



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Group a 1. comply (with) 2. bulky 3. dimension a. b. c. d. e. f.











4. formula 5. shipment 6. volumetric weight



having great size or mass in comparison with weight to act in accordance with a demand, order, rule, etc. weight related to the size of measurement of space filled by something a general law, rule, or fact expressed shortly by means of a group of letters, signs or numbers the action of sending, carrying and delivering goods a measurement in space for example, the height, width, or length of something



Group b 1. calculation 2. currency 3. height g. h. i. j. k. l.















4. length 5. respective 6. weight



of or for each one; particular or separate type of money in use of a country the act of calculating or the result of an act of calculating how heavy something is, which can be measured the degree of being tall or high the measurement from one end to the other or of the longest side of something



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Group c 1. charge 2. declarable 3. destination m. n. o. p. q. r.











4. round up 5. tariff 6. zone



to change an exact figure to the next highest whole number can be stated or declared in an open way so that people know it a list of fixed prices an area with the stated qualities a place to which something is sent the price to be paid of an article of service



Group D 1. consignment 2. liability 3. custody s. t. u. v. w. x.







4. delivery 5. equivalent 6. reducing



to make less in size, amount, degree, etc. something for which one is responsible, esp. by law, or the condition of being liability same or equal a quantity of goods sent/consigned together the act of taking or giving something to someone the act of right of caring for someone, esp. when this right is given in a court law



Activity 2 Study the following Shipping Documentation (DHL International, 2015).



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Shipping documentation To make sure your products get to their destination without delay, it’s essential to get your paperwork and shipping documentation right. It can be a bit confusing the first time but this page explains things step by step.



Export Cargo Shipping Instruction (ECSI) An ECSI is your instruction to the international carrier you have appointed. It contains information on the goods, the route to their destination, any transport requirements, customs information, who is to receive the documentation, and an allocation of the costs. It is extremely important that the information provided in the ECSI is accurate.



Standard Shipping Note (SSN) In most cases, the SSN will be completed by you, but your freight forwarders or agents may also complete this form on your behalf. It is the receiving document for ports and container bases in the UK and advises them of the necessary information to process and handle the goods safely and with care.



Bill of Lading (B/L) The B/L provides evidence of the contract between yourself and your carrier. It acts as a receipt that the goods have been received into the custody of the carrier and is a document of title, allowing the ownership of the goods to be temporarily transferred while the goods are in transit. The B/L will be usually completed by your international carrier.



Sea Waybill (SWB) The SWB is similar to the B/L but it does not provide title of goods. It allows the goods to be collected by your customer or agent upon presen-



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tation of reasonable proof of identity, so reducing any possible delays at ports.



Air Waybill (AWB) The AWB is the equivalent of the SWB for shipments being transported by air. It is completed by you for your international carrier and travels with the goods. It details the basic information about your shipment, including where it’s being sent from and to, the weight and a brief description of the goods. The Waybill is your shipment’s ticket and passport to ensure delivery. It tells DHL where your shipment is going, what service you require and how you intend to pay. It also tells you the terms and conditions upon which we provide our service, please read these carefully as they limit and in some cases exclude our liability. Each one has a unique number giving you proof of consignment which you can use on our website to track your shipment. Finally, it tells customs what’s in your shipment so that it gets cleared quickly and speeds through to its final destination without delay.



Source: DHL International UK (2015)



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1. Payer account number For payment of transportation charges by the receiver or a 3rd party, please be sure to enter the payer’s account number. If you do not indicate a payer account number, charges will be automatically invoiced to the shipper’s account number. To arrange for insurance, please indicate the insured value of your shipment. 2. Shipper’s account number To charge the shipment to your DHL account, enter your account number here. If you do not have an account, please contact DHL Customer Services to arrange for one. Please note that a shipper’s account number may be required when either a receiver or 3rd party payment option has been selected. 3. Contact name Write the sender’s name (the first initial and the full last name will suffice). 4. Shipper’s reference Fill in your own reference number. This will appear on your DHL invoice (first 12 characters only), saving you time in clarifying what was sent, why it was sent and who sent it. 5. Shipper’s name and address Write your company name and department and complete address, including postcode. A telephone/fax number or email address is required. 6. Receiver’s address Fill in the company (or individual) name and complete address including postcode, country, and contact person’s name. A telephone/fax number or email address is required. NOTE: DHL cannot deliver to a P.O. Box number.



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7. Shipment details Fill in the number of pieces in your shipment, the total weight rounded up to the nearest half kilo, and size of each piece in centimetres (length x width x height). 8. Full description of contents Give an exact description of the contents and quantities. 9. Non-documents shipments only For quick and reliable export of declarable items, DHL needs precise information on the characteristics of the export including actual value of the goods. 0. Products and services 1 Tick the box next to the service and service options you require. If “Other” is selected, please specify the required service in the space provided. Please check with DHL Customer Services for product and service availability. 11. Shipper’s signature The air waybill must be signed and dated by the sender DHL International UK (2015)



Activity 3 Study the following information on how to complete your DHL Air waybill.



Air Waybill (AWB) The AWB is the equivalent of the SWB for shipments being transported by air. It is completed by you for your international carrier and travels with the goods. It details the basic information about your shipment, including where it’s being sent from and to, the weight and a brief description of the goods. The Waybill is your shipment’s ticket and passport to ensure delivery.



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It tells DHL where your shipment is going, what service you require and how you intend to pay. It also tells you the terms and conditions upon which we provide our service, please read these carefully as they limit and in some cases exclude our liability. Each one has a unique number giving you proof of consignment which you can use on our website to track your shipment. Finally, it tells customs what’s in your shipment so that it gets cleared quickly and speeds through to its final destination without delay. 1. Shipper’s Account Number and Name Insert your 9-digit DHL account number and the name of the person sending the shipment. If you are not an account holder, we can arrange an account for you or you may pay cash on collection. 2. Shipper’s reference This space is provided for the customer’s reference to distinguish shipments from within the company. 3. Your company’s details Include your company’s full name, address, postal code and telephone /fax number. 4. Receiver’s Details Fill in the company’s full name, address, postal code and telephone/fax number and person receiving the shipment. Note DHL does not deliver to a P.O. Box and incomplete information can cause delays. 5. Services Indicate the service you require by ticking the appropriate box. Note: All world Wide Express Package must be accompanied by an original invoice within 4 photocopies on company letterhead.



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6. Insurance While DHL World Wide Express has a limited liability of USD100 per shipment, we can arrange insurance for the full replacement value of your shipment. To arrange insurance for your shipment, call the 24 hour Customer Service DHL. Toll free: 0-800-1333-33. For cash customers our shipper’s interest insurance is available. Premium of insurance is equal 2% of direct replacement cost of shipment subject to minimum charge of USD 10. 7. Contents All contents in the shipment must be fully described. 1 or 2 word description is NOT applicable. You must give detailed description of the content like the composite, size, quantity, volume, purpose, utility. 8. Customs Valuation All Worldwide Package Express, shipments must have their value declared. Note: The declared value must match the invoice value. 9. Size and Weight Insert the number of shipment pieces, shipment weight (round up to the next half kg) and shipment dimensions. Your shipment charges are based either on actual weight or volumetric weight, whichever is higher. For large light weight shipments, your charges will be based on volumetric weight if the volumetric weight exceeds the actual shipment weight. To calculate volumetric (in kg.): Length (cm) x Width (cm) x Height (cm) 6,000 0. Shippers Authorization and Signature 1 The person responsible for sending the shipment must sign and date the air waybill.



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Activity 4 Study the following expressions or sentences for completing an air waybill form. 1. Payer account number and insurance details. a. DHL Express, good morning. May I help you? Good morning sir. Can I help you? Good afternoon, JNE express. What could I do for you, madam? b. Who will be paying the bill, madam? Who will settle the bill, please? Who is the bill charged to, please? Who will pay the bill, sir? c. How will the bill be paid? How would you settle the bill? What method of payment would be used? How would you pay the bill? d. Do you need insurance? Will your package be insured? Would you insure your goods? 2. From (Shipper) a. Can I have your full name please? Could I know you name please? May I have you ID card? b. Do you have import express account number? Could I know your import express account number? What is your import express account number? c. Do you have shipper’s reference? Could I have your shipper’s reference, please? If you don’t we’ll give you one. If there is no shipper’s reference yet, I can give you. d. What about your company name? May I have your company name? What is your company name?



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e. And the address, please? Could I have your company address? And postcode please? What is the company’s telephone/fax number? 3. To (Receiver) a. Who will this package be sent to? To whom this cargo will be sent? Who is the recipient of this cargo, sir? Who will receive this package? b. Where will this cargo be delivered? Where is this cargo sent to? What is the address of the recipient, please? Can I have the delivery address? Which country is it? And the country, please? 4. Shipment details a. How many packages are there altogether? What is the total number of packages? There are 4 packages all together. You have 5 packages in total. b. What is the total weight of the packages? How heavy are they? The total weight is 45 kg. The weight is 39 kg in total. c. Can I know the dimensions of this package? The dimension of the first package is … cm X … cm, X … cm and the weight Is … kg. So the volumetric weight is… kg. The second package has the dimensions of … cm X … cm X … cm with 19 kg of weight. The volumetric weight is … kg (see the formula of volumetric weight).







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5. Full description of contents Can you describe the content of this package, please? Would like to give me the description of the content in detail, please? May I have the description of the content, please? Could you tell me the content and the quantity of this package? Can I know what the content is?



Activity 5 Pair work. One of you is a DHL Express officer who is responsible for completing the form of DHL Air Waybill and the other is a customer. The customer may refer to and feel free to decide the information needed by the officer. Practice completing an air waybill using the blank form of DHL Air Waybill below.



Source: DHL International UK (2015)



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Activity 6 Study the following information about DHL Postage Prices and Zones. DHL POSTAGE PRICES in US$



WEIGHT (KG) 0.5 1.0 1.5 2.0 2.5 3.0 3.5 4.0 4.5 5.0



1 $16 $19 $21 $24 $26 $28 $30 $32 $35 $37



2 $22 $24 $26 $28 $30 $32 $34 $36 $38 $40



3 $22 $25 $28 $30 $33 $36 $38 $40 $43 $45



4 $23 $26 $30 $33 $36 $39 $42 $44 $47 $50



5 $29 $34 $38 $43 $48 $51 $55 $59 $63 $66



ZONES 6 7 $31 $32 $35 $37 $40 $41 $45 $46 $50 $50 $54 $55 $58 $59 $62 $64 $66 $68 $70 $73



8 $33 $37 $42 $47 $51 $56 $60 $64 $69 $73



9 $35 $42 $49 $56 $63 $69 $75 $82 $88 $95



10 $39 $49 $58 $67 $76 $84 $92 $100 $109 $117



11 $41 $52 $64 $76 $87 $96 $106 $115 $125 $134



ZONES



DHL ZONES BY COUNTRIES



1 2



Hongkong, Singapore Taiwan Indonesia, Japan, South Korea, Malaysia, Thailand Vietnam Australia, North Korea, New Zealand India, Nepal, Bhutan United States of America I (USA I includes Arizona, California, Colorado, Idaho, Nevada, Oregon, Utah, Washington ) Canada, United States of America II (USA II includes the rest of USA that are not in USA I ) Belgium, France, Germany, Italy, Luxembourg, Netherlands, United Kingdom



3 4 5 6 7 8 9



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Austria, Croatia, Cyprus, Czech Republic, Denmark, Finland, Georgia, Greece, Hungary, Lithuania, Norway, Poland, Portugal, Qatar, Romania, Russia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Arab Emirates Israel, Reunion, South Africa, St. Barthelme a. +$17 for BFAR and export processing for orders below $250. b. DHL Shipments are provided with tracking numbers. c. Weight is calculated to whichever is higher: Actual vs. Volumetric. Source: DHL International UK (2015)



Activity 7 Learn the following information about how to calculate the cost of your shipment based on DHL Postage Prices and Zones above. 1. To calculate the cost of your shipment, you need the weight of your shipment rounded up to the next half kg. For large, bulky or light weight shipments, we comply with IATA regulations and charge of either the volumetric weight or the actual weight. Use the following formula to calculate your volumetric weight in kg. Length (cm) X Width (cm) X Height (cm) 6,000







Example: If your shipment weight 6 kg and has dimensions of 50cm X 40 cm X 30 cm, then the volumetric weight = 50 X 40 X 30 X 1 kg = 10 kg 6,000



2. On the Destination Country Chart with Tariff zones, locate the destination that you are shipping to and note the tariff zone that your destination is in. Example: A shipment to Hongkong is in Tariff Zone 1 3. Go to the respective price list, note the weight of your shipment



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in the left column, follow the line across the tariff zone to find the shipment price. The shipment tariff to Hongkong = 10 kgs (5kgs x 2) in Tariff Zone 1 under DHL Package is US$ 37 X 2 + US$ 17 (export processing for orders below $250). = US$ 74 + US$ 17 = US$ 91



Activity 8 Calculate the following cost of shipment referring to the Tariff Zone and price list available above. 1. The shipment weight is 9 kg and has the dimensions of 60 cm in length, 40 cm in width, and 50 cm in the height. The destination is Belgium. 2. The weight of the shipment is 7 kg, the length is 65 cm, the width is 50 cm, and the height is 25 cm. It is sent to Ghana. 3. The weight of the package 10 kg with the dimensions of 55 cm in length, 40 cm in width, and 60 cm in height. This package is delivered in Macau. 4. The shipment dimensions are 62 cm in length, 48 cm in width, 53 cm in height and the weight is 15 kg. The point of destination is New Zealand. 5. The dimensions of the shipment show 55 cm in length, 50 cm in width, 50 in height and the weight is 19 kg. It will be sent to Singapore. 6. The package which is sent to London has 11 kg of weight with the dimensions 47 cm of width, 49 cm of length and 35 cm of height.



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Unit 17



Writing Application Letters I’ve sent a dozen of application letters but I got no answers.



Source: clipartfest.com



Activity 1 Study the following general information about the requirements to join airlines. Before writing an application letter to airlines, it’s important to know the requirements to join them adapted form Prospects, 2015.



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Air cabin crew: Entry requirements The majority of airlines do have a certain list of requirements, however, which candidates must meet. This includes some or all of the following: a. Age. All airlines have a minimum age requirement for stewardess applicants, with the average about 20 years old. b. Height The minimum height for stewardess is 5 feet 2 inches (157 cm) and maximum is 5 feet 9 inches (176 cm). c. Weight Weight is considered a crucial aspect of the applicant total appearance. The weight is required to be proportionate to height. d. Health Beside height and weight, a candidate should be in excellent health. She must be able to pass a flight medical examination. In addition, she must also have good posture, appearance and good vision. e. Education Applicants must have at least a high school education, although most airlines prefer either some college education or a year or two of business experience. Candidates also need to show evidence of the following: a. Communication skills; b. Exceptional customer service; c. Confidence in dealing with a range of people; d. Team working skills (different teams may be worked with every day) and be able to be supportive of colleagues; e. Discretion when dealing with VIPs/royalty; f. Competence in handling difficult situations and the ability to remain calm under pressure and in emergency situations; g. The gift of being tactful and diplomatic but also assertive when necessary;



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h. Commercial awareness and sales skills; i. Flexibility in working unsocial hours on any day of the year; j. The capability to work quickly and efficiently, often to tight time constraints; k. Numeracy skills for handling cash, including foreign currency; l. The capacity to work in a confined space; m. The ability to diffuse situations calmly and quickly. A stewardess must speak the language of the country in which the airline is based. There is a benefit if the candidate can speak another foreign language, but airlines help stewardess to learn a second language by providing classes, instructors, and materials. Adapted from Prospects, 2015.



Activity 2 Answer the following questions 1. Have you ever written an application letter before? 2. When was it? What position did you apply for? 3. Were you happy with your application letter? Why? 4. What does an application letter contain? 5. How do we write the opening, main and closing paragraphs? 6. What opening and closing salutations are appropriate for this kind of letter?



Activity 3 Read the following information about writing job application letters.



Writing Job Application Letters A job application letter’s sole purpose is to get the recipient to read your CV. It should be clear, concise and straight to the point. Here you are simply telling the employer that you are worth having a look at.



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The application letter should be brief, no more than one page in length. It should be easy to read and flow through. It should include only the absolute necessary information. Like most other things, there is a formula that works extremely well for preparing job application letters. Following we discuss each paragraph and give you some guidelines.



Addressing job application letters The style you choose is not important, there are many styles of job applications and professional letters, this comes down to personal preference. However somewhere on the top, whether it is on the right or left hand sides, there should be your address and the date. Following this, on the left hand side you should address it. Ensure you include the name of the person, their title, company name, address and any position reference number. This is probably obvious, but ensure that you write their surname, family name or last name after their titles (Mr. Ms. Mrs. or Miss), spell their name correctly, nothing worse than receiving a letter incorrectly addressed or misspelled. It gives a poor first impression.



The Opening Paragraph The opening paragraph should simply state why you are writing to them. If it is an advertised position, mention the position title and where it was advertised. If you are “cold calling” a company then you should specify that you are applying for any current or future employment opportunities.



For examples: a. I am writing in reply to your advertisement in The Indonesian Observer of September 18, 2004 concerning the post of cabin crew of you airline. b. In reference to your advertisement in The Kompas of yesterday, I wish to be considered for the position of tour operator.



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c. Having seen your advertisement which appeared in Jakarta Post May 7, 2005, I am interested in applying for the post of stewardess. d. I saw your advertisement on the school notice-board recently and I wish to apply for the post of ticketing officer. e. Please find enclosed my CV, which I am forwarding to you as an application for the position of flight attendant.



The Main Paragraphs The main paragraphs consist of two to three paragraphs at the most. Here is where you tell them what you have to offer and why they should read your CV. This is a good time to read the job advertisement again. In one paragraph (two at the most) you need to summarize your experience and skills, you need to respond to the position requirements as per the advertisement. Analyze your career and summarize it in a few sentences, highlight what you specialize in, or how many years in the industry you might have, or even the level that you have reached. This paragraph should direct the reader to your CV and should sell you on some unique points that you might have. A good way to start this paragraph is with a statement like this: “You will see from my enclosed CV” then go ahead and tell them something about your career which will immediately get their interest. The next part of the body of the letter should be a brief description of your personal skills. Again read the advertisement and respond to their needs. IF they asking for someone with good co-ordination skills, then ensure you mention something to that effect. If it is communication or perhaps leadership skills they value, then tell them that you have these. Use adjectives like “demonstrated ability”, “well developed”, “strong”. For examples: a. You will see from my enclosed CV, I was a….. b. As my CV shows, I received my Diploma 1 in Tours and Travels on



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e. f. g.



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from the Bandung Tourism Institute of Higher Education in April 2005. I graduated from the School of Tourism in Jakarta in the year 2005 majoring in Travel Business Services. As you will see from my resume, I have thorough experience in tour and travel Services, including managerial skills in my previous post with Haryono Tours and Travel. I am twenty-one years of age and hold a Diploma III in Tourism Management from a Tourism Institute in Bandung. I have been employed as a flight attendant with Silk-air from July 2005 up to the present. I speak and write English fluently and am now learning Japanese.



The Closing Paragraph The closing paragraph should ask for some action from the recipient. This is where you ask for an interview. It should also state where and how they can reach you, and it should thank the recipient for giving you the opportunity to apply. You can include things like “should you require further information….” For examples: a. Should you require further information, please contact me at (022) 7568936. b. I would be grateful if you could consider my application and I look forward to the opportunity to attend for interview. c. I look forward to attending for interview and taking up the exciting challenge which the post offers. d. I am ready to be interviewed would at your convenient time. e. I look forward to the opportunity of having an interview. f. I look forward to taking up the exciting challenge which the post offers and the pleasure of an interview. g. Please call me to arrange an interview at your convenient time.



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Finish the letter by adding a closing remark, either “yours sincerely”, “yours faithfully” or whatever you feel comfortable with and obeying general letter writing etiquette. Leave a few spaces for your signature and then place your full name. Before you mail the application letter, read it over again, making sure that it is perfect. Special attention should be placed to ensure the letter: · It is not to long. · There are no grammar or spelling error. · That you have answered the job requirements. · The application letter flows and is easy to read. You might have to type and edit the letter many times before you are happy with it, but just remember that the job application letter is just as important as the CV itself. The letter should invite the recipient to read the resume, in turn the resume should raise enough interest for them to want to interview you. The interview is where you will demonstrate your skills and abilities.



Activity 4 Look at the application letter below. The letter has the following parts but they are put randomly. Please put them into the right order. Number A is done for you. A = Sender’s Address. 1. Body of letter 2. Closing paragraph 3. Complimentary close 4. Date 5. Inside Address 6. Main paragraph







7. Main paragraph 8. Opening paragraph 9. Opening salutation 10. Sender’s address 11. Signature 12. Heading/Sender’s name



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A



Jl. Pancurawis no 64 Purwokerto Jawa Tengah



B



February 24, 2015



The HRD Manager Garuda Indonesia Gedung Graha Sejahtera Lt.1 Jl. Gunung Sahari Raya No. 52 Jakarta 10610



C



D F G E



J



H



I



K



Dear sir, I am writing to apply for the post of cabin attendant advertised in the Jakarta Post of yesterday. I am 19 years old, I have just graduated from senior high school majoring in social sciences at SMU 1 Purwokerto. I have a good command of English and Japanese. In addition, I have had a six-month working experience at the Joki BuSam Travel Agent, Purwokerto. I am available for interview at your convenient time. I look forward to hearing your favourable reply. Yours faithfully,



L Galih Sukmadi (Mr.)



Activity 5 There are some missing words in the application letter below. Fill in the missing words using the following words or phrases available. 1. ticketing officer 4. be arranged 2. am qualified 5. consider me 3. your convenience 6. shows



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Margahayu Raya GII- 61 Bandung 40286 Telp. (022) 7568936 October 15, 2015 The Human Resource Manager Merpati Nusantara Jl. Angkasa Blok B 15 Kav. 2 & 3 Jakarta 10270 Dear Sir, I am writing in reply to your advertisement in the KOMPAS of October 25, 2014. I ……a…… to assume the position of stewardess of your airline. Would you please ……b…… an applicant for the position? As my curriculum vitae…c….., I received my Diploma II in Tour & Travels Management from Bandung Tourism Institute of Higher Education in April 2015. I have worked as a …d… at Haryono Tour and Travels, Jakarta. In addition, I am an ambitious and hard-working person who enjoys traveling. I understand from your advertisement that an interview can……e……in Jakarta or Bandung at the beginning of November 2015. Please call me to arrange an interview at……f…. Yours faithfully,



David Mahardhika (Mr.) Enclosure



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* Put your title in the bracket (in your letter of application) after your name to make sure that you will be addressed using the right title by the person who answers your letter.



Activity 6 The blank spaces in the following letter are given the initials of the words. Please, find the words and write them. Mr. Dimas Panji Human Resources Manager Garuda Indonesia Jl. Merdeka Selatan no. 13 Jakarta 10110 Dear Mr. Panji, I would like to apply for the p…1…. of stewardess advertised in the Jakarta Post of today. I am twenty years old and hold a vocational senior high school c…..2….. from the SMK 7 Bandung. I have been employed as a g……….3…………… at Viyata Tours and Travels for one year. As you can see from my r…….4…… that I have the personal qualifications, knowledge and experience to c…….5…… to the progress of your airline. If you think my experience and q……6…. are suitable for this position, I would be grateful if you would consider my application. I look forward to the opportunity to attend an i.…7…. Yours sincerely, Sharon Lattupeirisa (Ms.)



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Activity 7 There are some blank spaces in the following letter. Fill in the blanks using the appropriate phrases. Check the answers with your teacher. Jl. Tamansari no. Bandung 40221 Telp.(022) 2507221 April 24, 2015 Ms. Sri Danarti Mintarsih The Personnel Manager Singapore Airline Jl. Gunung Sahari Raya No. 3 Jakarta 10720 Dear Ms. Mintarsih, With reference to …… 1 …… in The Times of July 20, 2015, I am interested in applying for the …… 2 …… cabin attendant. I …… 3 …… the School of Tourism in the year 2005 majoring in Travel Services. I like meeting and serving people from …… 4 …… of the world. In addition, I speak English and Japanese. Enclosed, please find …… 5 …… a photocopy of my vocational senior high school certificate and two certificates of …… 6 ……. I am ready for interview at any ……7 …… I …… 8…… to hearing from you. Yours trully, Lerina (Miss)



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Activity 8 The following letter has more than ten (10) common mistakes. You are able to avoid such mistakes if you can identify them. Find the mistakes and correct them. Check the answers with your teacher. Jl. Dr. Setiabudhi no. 186 Bandung 40021 Telp.(022) 2001456 Bandung, Desember 12, 2015 Ms. Doreen Wijaya The HRD Manageress Philipine Airline Jl. Jend. Sudirman 54 Jakarta Dear Ms. Doreen, W, I would liked to apply for the position ticketing supervisor advertisement in The Kompas of June 6th, 2005. I enclose with my CV together with a reference from my company previous Manager. As you can be seen from my resume, I am graduated at Tourism School major for Travel services. I experience six months at Jatayu Airline as officer ticket. I am speak English and Mandarin little little I can. I am believed that I have the personal qualifications to contributed to the progress of your airline, and looking forward to take the post offers. I am ready to interview at your convenience. Yours faithfully, Samuel (Mr.)



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Activity 9 Go through the following resume. Feel free to add any information if you think it is very important.



Curriculum Vitae Objective Seeking a challenging career with a progressive organization that provides an opportunity to capitalize my Technical skills & abilities in fields of Information and Technology. Personal Details Name Gender Place & Date of birth Nationality Address Marital status Religion Telp/HP E-mail



: Febry Lukas Widyanto : Male : Bandung, 24th February 1991 : Indonesian : Komp. Margahayu Raya G2 no 61, Bandung, Jawa Barat : Single : Christian : 022-7568936 / 085722556624 : [email protected]



Education Kindergarten, Bandung Elementary School, Bandung Junior High School, Bandung Senior High School, Bandung University of Christian Maranatha



1997 2010 2006 2009 2013 S1 Information Technology



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Skills Structure modeling and analysis Sound knowledge of 2D and 3D. Modelling AutoCAD CIVIL 3D 2013 Advanced skills in MS Access and Power Point with Window 8, Window 7 and XP Sound ability of spoken and written English



Work Experience a. Lecturer teaching assistant: Introduction to Computer Application 2010/2011 b. IT Laboratory Staff of UKM (Even Semester 2010/2011) c. Lecturer teaching assistant: Basic Data structure ( Even Semester 2010/2011) d. Lecturer teaching assistant: (Intermediate data structure (Even Semester 2011/2012) e. Designing Communication application web, Psychology Faculty of UKM (Job training, Even Semester 2011/2012) f. IT Laboratory Staff Lab. IT (Even Semester 2011/2012) g. Management, wedding organizer (2011 up to now) h. Designing Application of New student Admission of UKM based on Mining data (Final project paper 2012/2013) i. Information and Technology Staff at BPKRS (2013-2015) Organization Experience Sport Chairman assistant OSIS SMA Santa Maria 1 (2006-2007) Youth Fellowship Chairman, Gereja Baptis Indonesia Batu Zaman (2010-2012) HIMA chairman assistant, S1 IT (Period 2010-2011) HIMA, chairman S1 of IT (UKM Period 2011-2012) Senate Chairman of IT UKM (Period 2012-2013)



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Activity 10 Write your own Curriculum vitae (CV). Your CV should be clear, concise, complete, and up-to-date with current employment and educational information that includes: OBJECTIVE Clear objective CONTACT INFORMATION Name Address Country Telephone Cell Phone E-mail PERSONAL INFORMATION Date of Birth Place of Birth Citizenship Visa Status (for international applicant) Gender EMPLOYMENT HISTORY List in chronological order, include position details and dates of employment Work History Positions EDUCATION Include dates, majors, and details of degrees, training, and certification Junior High School Senior High School University



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Activity 11 Look at the following Job Advertisements. Decide to choose one of the jobs offered and write a letter of application including your curriculum vitae.



Source: Paraplou.com (2015)



Source: Pakistan Jobs (2013)



Unit 18



Attending Job Interviews



Activity 1 Answer the following questions. 1. Have you attended an interview before? 2. What interview was that? 3. Did you make a good preparation? What did you do? 4. Were you happy with your answers to the questions given? 5. Were you honest in giving information? 6. It is important to be honest? Why? 7. Did you have any questions for the interviewer? What did you ask?



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Activity 2 Read the following tips to project a winning attitude, put effective interview strategies into action, and increase your chances of turning interviews into a job offer.



Attending a job interview As interviewees, you are strongly suggested to arrive at interviews a few minutes early, to make sure your interview suit is clean and pressed, and to have a couple extra copies of your resume with you, in case the interviewer can’t find his or her copy, or (and this is a good thing to mentally prepare for) if you’re going to be interviewed by a committee or a series of interviewers. A highly recommended way to increase your level of comfort and confidence in the interview is by taking the time, a day or two before the interview, to mentally review your accomplishments and the high points of your resume. You should be able to rattle off your qualifications, your academic credentials, and your successful career experiences as effortlessly as reciting your own name, address, and phone number. Update your resume before the interview, looking for ways to put the most positive spin on your career history and responsibilities. It’s always best to be totally honest, but, on the other hand, don’t shortchange yourself by understating or minimizing your career or educational accomplishments. Rehearse your answers to typical questions that will probably be posed in one form or another. A fatal error that many job applicants make is to try to “wing it” when they respond to questions from job interviewers. If you mentally review your positive attributes, your accomplishments, and your strengths, before you shake hands with the job interviewer for the first time, you will appear more focused, organized, and articulate at the job interview. It means you need to know your answers to probable interview questions before you walk through the door!



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Failing to give yourself all the credit you deserve is one way to sabotage your chances of being hired. For example: If you initiated and coordinated a successful project, don’t leave those details out of your resume and job interview. If you helped save your last employer Rp. 100,000,000 don’t hide that fact. If you developed a new, more efficient training technique that was implemented at your last job, don’t neglect to talk about that in the interview and include it in your resume. Make a list of and review all these achievements, so they won’t slip your mind when you need them most. One key tactic for projecting a powerful, competent, and experienced image is by using action words to describe yourself and the work you’ve done. That technique also helps create a dynamic resume. Examples: “I coordinated ... managed ... initiated ... supervised ... produced ... built ... solved ... recruited ... formed a new department ... provided leadership for ...etc.” Your underlying message throughout the interview should be that you’re hard working, dedicated, results-oriented, dependable, organized, cooperative, a creative problem-solver, a good communicator, an effective project manager, a good delegator, and that you believe in doing things right the first time...or assigning tasks and projects to other people and following through to make sure they do them right! Smile, make lots of eye contact with the interviewer, have a firm handshake, act enthusiastic about the job and the company, and, perhaps most importantly, rehearse the answers to the most common job interview questions. And finally, an interview question which is almost always asked, but is rarely responded to effectively is, “Do you have any questions?” Most interviewers are not asking that final question just to be polite or because it’s a smooth segue to the end of the interview. More often than not, they’re expecting you to show at least some knowledge of the company or some genuine interest in the company’s future. If you give some thought to the interview questions, and rehearse them out loud, you’ll sound prepared, self-assured, and capable in the interview. Those are among the key qualities that make a job applicant



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stand out among the competition and create a dynamic impression. Always concentrate on putting your best foot forward, give yourself the benefit of the doubt, and above all: avoid sounding or appearing tentative in your attitudes, answers, or behavior. (If you imply that you don’t believe yourself, you can be sure that an interviewer won’t!). After the interview don’t just forget everything but try to jot down any questions you were not able to answer confidently. Keep them in your mind and ask other more experience people to how you should answer the questions. Adapted from Ebhakt (2010)



Activity 3 Guessing words in context. Match each word in Italics in column A with the meaning in column B that comes closest to it. Column B has some extra meanings.



Attending Job Interviews  No. Column A 1.



2. 3. 4



5.



6.



7.



8.



..… to increase your level of comfort and confidence in the interview…., to mentally review your accomplishments…… You should be able to rattle off your qualifications, your academic credentials,……………. You should be able to rattle off your qualifications, your academic credentials,…………… You should be able to rattle off your qualifications,………, as effortlessly as reciting your own name, address, …….. …………, looking for ways to put the most positive spin on your career history and responsibilities ……… don’t shortchange yourself by understating or minimizing your career or educational accomplishments. Rehearse your answers to typical questions that will probably be posed in one form or another. ………………., you will appear more focused, organized, and articulate at the job interview.



A fatal error that many job applicants make is to try to “wing it” when they respond to questions from job interviewers. 10. If you initiated and coordinated a successful project, don’t leave those details out of your resume and job interview 11. If you developed a new, …………., don’t neglect to talk about that in the interview and include it in your resume. 12. If you mentally review your positive attributes, your accomplishments, and your strengths, before you shake hands



9.



13.



……… not asking that final question just to be polite or because it’s a smooth segue to the end of the interview.



14.



They’re expecting you to show at least some knowledge of the company or some genuine interest in the company’s future.



225 Column B a. started working b. saying aloud c. written proof of a person trust worthiness d. to repeat quickly and easily from memory e. something successfully done f. practice something for later performance g. to give less than enough h. forget something i. real not pretended j. fast turning movement k. qualities belonging to the nature of a person l. smooth movement from part to another m. say clearly and effectively n. do something without planning o. give no attention



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Activity 4 Read the following 7 Job Interview Tips that will help you get the job (Doyle, 2014).



Job Interview Tips Job interviewing never seems to get any easier–even when you have gone on more interviews than you can count. You are meeting new people, selling yourself and your skills, and often getting the third degree about what you know or don’t know. Here are job interview tips to help prepare you to interview effectively. Proper preparation which help alleviate some of the stress involved in job interviews and the more you prepare, the more comfortable you will be interviewing. 1. Practice Practice answering interview questions and practice your res­ ponses to the typical job interview questions and answers most employers ask. Think of actual examples you can use to describe your skills. Providing evidence of your successes is a great way to promote your candidacy. Also have a list of your own questions to ask the employer ready. 2. Research Prepare a response so you are ready for the question What do you know about this company? Know the interviewer’s name and use it during the job interview. If you’re not sure of the name, call and ask prior to the interview. Try to relate what you know about the company when answering questions. 3. Get Ready Make sure your interview attire is neat, tidy and appropriate for the type of firm you are interviewing with. Bring a nice portfolio



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with copies of your resume. Include a pen and paper for note taking. 4. Be on Time Be on time for the interview. On time means five to ten minutes early. If need be, take some time to drive to the interview location ahead of time so you know exactly where you are going and how long it will take to get there. Here’s more on preparing for an interview. 5. Stay Calm During the job interview try to relax and stay as calm possible. Take a moment to regroup. Maintain eye contact with the interviewer. Listen to the entire question before you answer and pay attention­ you will be embarrassed if you forget the question! 6. Show What You Know Try to relate what you know about the company when answering questions. When discussing your career accomplishments match them to what the company is looking for. Here’s how to make a match between your expertise and the company’s requirements. 7. Follow Up Always follow-up with a thank you note reiterating your interest in the position. If you interview with multiple people send each one a personal thank you note. Send your thank you note (email is fine) within 24 hours of your interview.



Activity 5 Work individually to write some tips to increase your chances of turning interviews into a job offer based on the information above. a. Before attending an interview b. During the interview c. After the interview



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Activity 6 Work in pair to practice asking and answering the following questions that you’re likely to encounter in a job interview situation. Numbers 1 and 2 are given as examples. 1. Tell me about yourself. (To avoid rambling or becoming flustered, plan your answer.) Answer: I am a hard worker, highly motivated, energetic, results oriented, cooperative and a teamwork player as well. I’m a good motivator and communicator who can help others focus on a goal. I’m persuasive and a creative problemsolver who likes listening others. I’m sensitive to my environment and those around me. 2. What are your strengths? (Make an exhaustive list and review it exhaustively before the interview.) Answer: I am good at serving and socializing with other people and my supervisory skills have been proved in my previous post with Garuda Airline. In addition, I am adaptable and flexible. I can teach myself new skills and have proven ability to transfer my job skills to new areas successfully. 3. What are your weaknesses? (What you say here can and will be used against you!) 4. How would your current (or last) boss describe you? 5. What were your boss’s responsibilities? (Interviewers sometimes ask this question to prevent you from having the chance to claim that you did your boss’s job. Be ready for it!) 6. What’s your opinion of them? (Never criticize your past or present boss in an interview. It just makes you look bad!) 7. How would your co-workers or subordinates describe you professionally? (Remember, now is not the time for modesty! Brag a little bit.) 8. Why do you want to work for us? 9. Why do you want to leave your present employer?



Attending Job Interviews 



10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22.



23. 24. 25.



229



Why should we hire you over the other finalists? What qualities or talents would you bring to the job? Tell me about your accomplishments. What is your most important contribution to your last (or current) employer? How do you perform under deadline pressure? Give me an example. How do you react to criticism? (You try to learn from it, of course!) Describe a conflict or disagreement at work in which you were involved. How was it resolved? What are two of the biggest problems you’ve encountered at your job and how did you overcome them? Think of a major crisis you’ve faced at work and explain how you handled it. Give me an example of a risk that you took at your job (past or present) and how it turned out. What’s your managerial style like? Have you ever hired employees; and, if so, have they lived up to your expectations? What type of performance problems have you encountered in people who report to you, and how did you motivate them to improve? Describe a typical day at your present (or last) job. What are the last three books you’ve read? What do you see yourself doing five years from now? Adapted from Ebhakt (2010)



Activity 7 Class interview. The classroom is arranged for running an interview. If there are 25 students in the class having 4(four) tables set for interview is about enough. The four tables are for the interviewers. It means that each interviewer will have five or six interviewees. Each interviewer is



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given five application letters including the curriculum vitae from the previous task in Unit 17. The interviewers select 12 to 15 questions from the list of interview questions in Activity 6 to ask.



Activity 8 A new job seeker may have some serious mistakes when attending a job interview. Study the following 7 worst job interview mistakes: a. You leave your cell phone on. When the ring of your phone cuts short a critical conversation about the job. b. You’re too focused on yourself. If you overuse the “I” word during the interview, hiring managers may see a big ego standing in the way of a job offer. c. You’re desperate – and it shows. Some people have been out of work so long or are so desperate for the job they’ll say almost anything. That over-eagerness and anxiety, however, is a red flag. d. You can’t answer basic questions about your qualifications. It’s one of the most common interview questions: “What are your strengths?” Be careful and answer this question appropriately. e. You’re late to the interview. Survey the location of the interview. Allow extra time. f. You know little or nothing about the company’s culture. Do some research. Reach out to friends and colleagues in the business. Surf Information. g. You badmouth a previous employer.



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Negative attitudes attract no one – that’s the bottom line. It’s also a small world. Be careful what you say about previous places of employment. Mackey (2013)



Activity 9 Use the post-interview checklist below to analyze how you think the interview went by giving a tick (V) if it is alright and a cross (X) if you do not feel happy with it. You can write extra note if needed.



Post-interview checklist No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.



13. 14. 15.



Interview Items Punctuality Appearance Entrance confidence Greeting Handshake Keeping good posture Listening to the interviewer carefully Controlling nervous mannerisms Looking at the interviewer (Eye contact) Giving short answers plus extra information Selling myself without boasting Managing to bring in qualifications, previous experience, and personal interest Whether my qualifications are suitable Pointing out my special strengths Being able to cope with questions



 or X Note  Almost late



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Demonstrating how I was suited to the job Giving references Asking some questions Smiling Thanking and handshaking Brown and Brandreth



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Poppe, G. T. & Poppe. P. (1996-2015) Postage, retrieved 15 April 2015 from http://www.conchology.be/?t=7 Pond, K. (1993), The Professional Guide, Van Nostrand Reinhold, New York Prospects (2015), Air cabin crew: Entry requirements, retrieved June 20, 2015 from http://www.prospects.ac.uk/air_cabin_crew_entry_requirements.htm Sahulatya, Z.S.A. (1992), Tarif dan Dokumen Pasasi (Airlines Tariffs), Jakarta, Grasindo Sky Geocities (2008), Passenger Ticket and Baggage Check: TAT (Traditional Automated Ticket), retrieved 20 Januari 2013 from http:// sky.geocities.jp/kkhoashi/Passenger_Ticket/Passenger_Ticket_ en.html#01 Slideshare.net (2014), SAA Baggage Claim Form, retrieved 14 June 2015 from http://www.slideshare.net/FlySAA/saa-baggage-claim-form Soebadio, H. (1999), The Human Environment, Archipelago Press, Singapore Stevens, L. (1990), Guide to Starting a Successful Travel Agency, Dekmar Publisher Inc., Canada STPB (2010), Airport Passenger Handling, Bandung STPB Syratt, G. (1995), Manual of Travel Agency Practice, 2nd Ed. Great Britain, The Bath Press Ltd. Talon Air (2015) Airline Announcement, retrieved 31 March 2015 from http://www.airlineannouncement.com/ing these systems. The Independent Traveler (2015), Lost Luggage, retrieved 18 May 2015 from http://www.independenttraveler.com/travel-tips/troubleshooting/lost-luggage UNT (2015 Airport Entry Procedures -Flight Check-in, retrieved 4 December 2014 from http://www.untcfe.org/faqs.cfm Wikipedia (2015) Soekarno-Hatta International Airport, retrieved March 5, 2015 from the free encyclopediahttp://en.wikipedia.org/wiki/ Soekarno Hatta_International_ Airport 23 March 2015 Wikipedia (2013), Makanan maskapai, reytrieved 30 March 2015 from penerbangan http: //id.wikipedia.org/wiki/Makanan_maskapai_ penerbangana (5 April 2013) Yoeti, O.A (1986), Penuntun Praktis Pramuwisata Profesional, Angkasa, Bandung



Files



File 1.4 Vocabulary game This game is to activate students’ vocabulary. Students take turns to mention words beginning with the last letter of the words mentioned by their classmates. The game can be started by anybody in the class. The first person should mention loudly any word s/he likes, then, in ten seconds, the person next to her/him should find another word beginning with the last letter of the word mentioned. If a student fails to find a word, s/he is out of the game and the student next to him starts again with a new word. The winner is the one who is able to survive to the end. Example: Student A: tourist, Student B: travel, Student C: Leisure, Student D: embark, etc.



Rules a. Students may not mention words beginning with capital letters like names of days, months, cities, etc. b. Students can not mention the words already mentioned. c. Students are out of the game if they can not mention any words in a certain length of time (10 seconds). d. The length of time to find or think of the word is reduced each time the turn goes back to the first player.



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238



File 2.15 6. 7. 8. 9. 10. 11. 12. 13. 14.. 15.



baggage city centre coach deckchair ground floor layover put through railway station resume, biodata washbasin, washbowl



beach chair bus connect (telephoning) curriculum vitae downtown first floor luggage sink stopover train station



File 2.16 No. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25.



British English car hire engaged aircraft the gents/the ladies chips cab policeman faucet letter box pub



American English car rental busy airplane man’s room, washroom French fries taxi cop tap mail box bar



File 3. 3 No 1 2. 3. 4. 5. 6.



Words acknowledge (verb) addict amateur apologize appreciate approach



Pronunciations /ək’nɒl.ɪdʒ/ /’æd.ɪkt/ /’æm.ə.tər/ /ə’pɒl.ə.dʒaɪz/ /ə’priː.ʃi.eɪt/ /ə’prəʊtʃ/



Files 



7. 8. 9. 10.



bald babysit ballance bee/be



239



/bɔːld/ /’beɪ.bi.sɪt/ /’bæl.ənt s/ /biː/



File 4.1 Describing game The teacher can photocopy the list of words given below onto cardboard or any other thick paper and cut into pieces (small cards). The teacher will need five or six copies for a class having about 25 students. Put the cards into five or six envelopes or tie them with elastic bands for later use.



How to play the game. Game a A group of four students is given a set of the cards. After shuffling the cards they put the pile of the cards in the middle of the table. They take it in turns to take a card from the pile and describe it in English. The other members of the group guess what their group member is describing. The winner is the one who can guess the most cards. Game b The cards can be used for another more challenging game by asking the students in the group to do yes-no question game. In this game the student who holds the card is asked by the other group members with yes-no questions until they are able to guess the word.



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240



Return ticket



Room-rate



Seatbelt



Passport



Passenger



Landing



Journey



First clas



Itinerary



Accommodation



Airline



Airport



Flight regulation



Flight schedule



Guide



Compartment



Cabin crew



Cargo



Economy



Destination



Departure



Air-ticket



Arrival time



Attraction



Stewardess



Stopover



Take-off



Cabin baggage



Tax



Ticket fare



Baggage



Boarding pass



Transportation



Traveller



Travel agent



Travel document



Tourist



Visa



Traveller’s check



Files 



241



Domestic



Transfer point



Currency



Reservation



Delay



Cancellation



Airbus



Souvenir



Regulation



Handicraft



Service



Food & drink



Entertainment



Direct flight



Railway station



File 5.4 a. b. c.



4 3 6



d. e. f.



8 5 7



g. h. i.



9 1 2



File 5.5 a . T. b. T. c. F. d. F. e. T. f. F.



finish successfully pleasant and well intentional speaking roughly, and plainly without trying to be polite or to hide unpleasant facts meeting unfriendly or impatient showing cruelty and lack of sympathy especially dealing with bad behaviour a frightening person not careful or thorough enough shocked or surprised very greatly



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File 5.10 Yes Yes Yes Yes Yes No Yes Yes Yes No No



1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.



No No No Yes No Yes No Yes Yes No



12. 13. 14. 15. 16. 17. 18. 19. 20. 21.



File 6.2a No.



Countries



1.



Indonesia



2. 3. 4.



Singapore Thailand Japan



5. 6. 7.



New Zealand Thailand



Airports Local or International Sukarno Hatta, Jakarta, Int. Halim Perdana Kusumah. Changi Chiang Rei Nagasaki Osaka Itami Airport Tokyo Haneda Airport Auckland, NZ Honolulu International Airport Bangkok



Codes CKG JKT SIN CEI NGS ITM HND AKL HNL BKK



File 6.2b No. 1.



Countries Indonesia



Codes Local International Indonesia GIA GA



Airlines



Garuda Airways Merpati Nusantara



MNA



MZ



Files 



2 3. 4. 5. 6.



Malaysia Singapore Japan Thailand Dutch



7.



Pakistan



8. 9. 10.



Korea Dutch New Zealand



243



Malaysian Airlines Singapore Airlines Japan Airlines Thai Airways Int. Koninkelijk Luchtmacht Maatschaapij (Royal Dutch) Pakistan International Airlines Korean Airlines Royal Dutch Air New Zealand



File 6.9 1. a. 18.15 b. 05.40 on the next/following day c. in Denpasar d. GA712 2. a. GA412 b. Denpasar c. C, D, W, Y d. 734 Boeing 737-4000 3. a. 52 flights b. 08.45 c. 22.30 d. Tuesday e. Sunday f. Yes 4. a. No b. 1500 GA992 c. Yes, it does d. Airbus, Boeing 737



MAS SIA JAL TAI KLM



MH SQ JL TG KL



PIA



PK



KAL KLM ANZ



KE KL NZ



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244



File 7.3b 11. 12. 13. 14. 15. 16. 17.



18.



19. 20.



a law that has been passed by a parliament the state of no longer having something the state of being legally responsible for something. easily broken or damage likely to decay or go bad quickly objects such as rings and necklaces that people wear as decoration to choose not to demand something in a particular case, even though you have a legal or official right to do so a person who has been chosen to speak or vote for somebody else or on behalf of a group the act of supplying somebody with something that they need or want to keep something, to continue to have something



act (n) fragile (adj) jewelry (n) liability (n) loss (n) perishable (adj) provision (n)



representative (n) retain (vb) waive (v)



File 7.3c 21.



22. 23. 24.



25.



custody (n)



the legal right or duty to take care of or to keep somebody or something; the act of taking care of somebody or something infant (n) a baby or a very young child collapsible that can be folded flat or made into a (adj) smaller shape that uses less space crutches (n) two long sticks that somebody puts under his arms to help him walk after he has injured his foot or leg baby’s carrying a basket for carrying baby’s needs basket (n) when travelling



Files 



26.



vanity (n)



27.



exceed (v)



28.



excess (n)



29.



container (n)



30.



binocular (n)



245



too much pride in your own appearance, abilities or achievement to be greater than a particular number or amount more than is necessary, reasonable or acceptable a box bottle, etc. in which something can be stored or transported an instrument, like two small telescope fixed together, that makes far away objects seem nearer when we look through it



File 7.3d 31 32 33 34 35 36



37 38 39



40



consumption (n) the act of using or eating food brace (n) device that holds things firmly together or holds and supports them in position flammable (adj) that can catch fire and burn easily poisonous (adj) causing death or illness if swallowed or absorbed into the body butane (n) a gas produced from petroleum, use in liquid form as a fuel for cooking or heating propane (n) a colourless gas found in natural gas and petroleum and used as a fuel for cooking or heating aqualung (n) cylinder of oxygen strapped to a person’s back for underwater swimming alkali (n) chemical substance that reacts with acids to form a salt battery (n) a device that is placed inside a car engine, clock, radio, etc. and that produces the electricity that makes it work etiologic (adj) that can easily causes disease



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246



File 7.3e 41. 42.



explosives (n) munitions (n)



43.



fire work (n)



44.



bleach (n)



45.



peroxide (n)



46.



arsenic (n)



47. 48. 49. 50.



cyanide (n) insecticide (n) weed killer (n) mercury (n)



bombs military weapons, ammunition and equipment a small device containing powder that burns or explodes and produces bright coloured lights and loud noises used especially at celebrations a chemical that is used to make something become white or pale and as disinfectant a colourless liquid used to kill bacteria and to bleach hair a chemical element that is an extremely poisonous white powder a highly poisonous chemical compound a chemical used for killing insects a chemical substance for killing weeds a chemical element that is a poisonous silver-white liquid metal used in thermometers



File 8.5 No 1 2 3 4



Noun expiry cancellation enquiry restriction



Verb expire cancel enquire restrict



5



depart



6



department departure operation



7



appointment



appoint



operate



Adjective expired cancelled enquired restrictive restricted departed operational operative appointed



Files 



8 9. 10. 11.



12.



calculation calculator origin originality designation payment pay payee - payer announcement announcer



calculate originate



247



calculating calculable original



designate pay



designated paid payable



announce



announced



File 9.1 Miming game Miming game is a game using facial expressions and gestures to communicate a word or a phrase given. In this game a student is asked to mime a word or phrase until the other students in his or her group can guess it.



How to play the game The class is divided into two big groups. A representative of each group is asked to come forward in turns. The teacher shows the group representative a word or a phrase which has to be mimed. The rest of the group try to guess the word or phrase which is being mimed by the representative within a certain length of time (two or three minutes). The winner is the group who can guess the most words or phrases.



Preparation Some pieces of small cut of papers with the intended words, phrases, or sentences on them. Keep them in an envelope for later use.



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248



Suggested words The words, phrases or sentences would be better related to the teaching material going to be taught. The following words or phrases are suitable for this Unit 4. a. journey b. destination c. airline d. cancellation e. passenger coupon f. flight number g. conjunction ticket h. airline ticket i. The flight is postponed. j. The departure is delayed until tomorrow. k. Enhaii Travel, can I help you? l. Garuda Airline, what can I help you, madam? m. Sunday flight is not available. n. The departure is at 21.00. o. I’m sorry there is no flight on Monday morning, sir.



File 11.1 1. emergency exit 2. oxygen mask 3. life raft 4. escape slide



5. take-off 6. no smoking 7. landing on water 8. decompression



File 11.2 1. wing – to generate lift 2. elevator – to change pitch 3. vertical stabilizer – to control yaw 4. rudder – to change yaw 5. horizontal stabilizer – to control pitch



9. emergency landing 10. Luggage rack 11. seatbelt 12. life jacket



Files 



249



6. flaps – to increase lift and drag 7. aileron – to change roll 8. spoiler – to change lift, drag and roll 9. slats to increase lift 10. cockpit – to control and command 11. nose – 12. turbojet (turbine) engine – to generate thrust



File 11.3 1. aboard 2. baggage 3. lavatories 4. compartment 5. fasten 6. attendant 7. inflate 8. loops



bags or cases that contain somebody’s clothes and things when they are travelling to fill something or become filled with gas or air to close or join together the two parts of something to become closed or join together a room with a toilet in it, a toilet on or onto a plane, ship, bus or train one of the separate sections that something such as a piece furniture or equipment for keeping things pieces of rope or wire in the shape of a curve or circle a person whose job is to serve or help people in a public place



English for Professional Airline Services 



9. vest 10. secure 11. strap 12. crew 13. flap 14. waist 15. altitude



250



a piece of under wear worn under a shirt next to the skin a strip of leather or fabric that is used to fasten something or keep something in place to protect something so that it is safe and difficult to damage the area around the middle of the body between the ribs and the hips the height above the sea level a flat piece of paper, fabric or metal that is attached to something along one side and that hangs down and covers an opening the people whose job is to take care of passengers on a plane



File 11.8 How to wear the life jacket 5. 7.



3. 4. 6. 2. 1.



Pull the yellow tabs to tighten the straps around your waist. Inflate your life jacket after you have left the aircraft, never before. Inflation is automatic when you pull down on either one of these red handles. Your life jacket may also be inflated by blowing through these tubes. Place your arms through the two loops at the sides. Take hold of the straps under your arms. Give them a sharp downward pull to extend the back flap. Hold the vest in front of you with the top up. Then slip the vest over your head. Get the life jacket under your seat.



Files 



251



How to use the oxygen mask 6. 4. 3. 5. 1. 2.



Continue to breathe normally until you are advised that the masks are no longer needed. Do not smoke while the oxygen is in use. Secure it with the strap as your cabin attendant is now demonstrating. Place it over your nose and mouth. Put another mask on your baby the same way you do. An oxygen mask will be automatically released from the unit above your seat. Pull down sharply on the mask.



File 12.1. Drawing Game Drawing game is a game asking a student to draw a picture on the board. The picture drawn is based on a word, phrase or a sentence given. The group members try to guess the word or phrase being drawn. The winner is the group who can guess the most words, phrases or sentences.



How to play the game The class is divided into two big groups. The teacher shows a group representative a word, phrase or a sentence to be drawn on the board in two minutes by the representative. Three or four words per group should be enough. The words or phrases should be related to the teaching material which is going to be taught in this particular teaching period.



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252



File 12.8. 1. aisle



5



2. bassinet 3. diet 4. effects



2 6 9



5. galley 6. infants 7. log or log book



4 1 8



8. notification 9. ramp



10 7



10. to bid farewell



3



a small kitchen on a plane where food can be made ready to be served a small box for baby that looks like a basket babies or very young children a set of steps that can be moved and used for getting on and off a plane personal possessions or belongings a passage between rows of seats in a plane the act of giving or receiving official information about something to say farewell or goodbye an official record of events during a particular period of time especially a journey on a plane a limited variety or amount of food that we eat for medical reasons



File 14.1 No 1.



Words coverage



2. 3.



rate receipts



4.



excess



5.



reimburse



6.



depreciate



7.



valuation



Meanings financial protection so that you get money if something bad happens an amount or level of payment the amounts of money received during a particular period by a business an amount that is more than acceptable, expected, or reasonable to pay back money to someone who has spent it for you or lost it because of you to (cause something to) lose value, especially over time the act of deciding how much money something might be sold for or the amount of money decided on



Files 



8.



valuables



9.



jewelry



10.



heirloom



253



small objects, especially jewelry, which might be sold for a lot of money decorative objects worn on your clothes or body that are usually made from valuable metals, such as gold and silver, and precious stones a valuable object that has been given by older members of a family to younger members of the same family over many years



File 15.1 No. a. b.



c. d.



e.



Words vast fine tuned



Meanings very great in number, quantity, amount, etc. to make minor adjustments in so as to produce stability, improvement, or the precise results desired unaccompanied not accompanied; alone rapidly occurring within a short time; happening speedily The documented permission to pass that a customs clear- national customs authority grants to importance ed goods so that they can enter the country or to exported goods so that they can leave the country



No. a. b. c.



Words mortal deceased sentimental



d.



expertise



e.



flammable



Meanings relating to human beings as subject to death no longer living; dead expressive of or appealing to sentiment, especially the tender emotions and feelings, as love, pity, or nostalgia expert skill or knowledge; expertness; knowhow easily set on fire; combustible; inflammable



English for Professional Airline Services 



No. a.



Words corrosive



b.



poisonous



c.



live stock



d.



courier



e.



adhere



254



Meanings having the quality of corroding or eating away; erosive full of or containing poison; harmful; destructive the horses, cattle, sheep, and other useful animals kept or raised on a farm or ranch a messenger, usually travelling in haste, bearing urgent news, important reports or packages, diplomatic messages, etc. to stay attached; stick fast; cleave; cling (usually followed by to)



File 16. 1.



K



2.



G



3.



A



4.



D



5.



B



6.



J



7.



E



Shipment details Tick the correct box: Document for non-declarable items. Worldwide package Express for declarable items. Recipient Fill in our company name, complete address, telephone, fax or telex number and contact person. Transport charges Always tick the “External Billing Agreement Box”. Import Express account number You must specify our Import Express account number (see above). Insurance If you request insurance tick “Yes” and indicate the value of the goods and the currency used. Size and Weight Number of items included in this shipment, weight rounded up to the next half kilogram and dimensions in centimeters. Shipper’s address Fill in full address of your company.



Files 



8.



I



9.



C



10.



H



11.



F



255



Full description of contents Provide an exact description on the contents in English. Shipper’s reference If you don’t have reference we will give you one. Shipper’s signature You must date and sign the air waybill. Shipper’s name Write you first and last name



File 16.1 Group a a.



bulky



b.



comply (with)



c. d.



volumetric weight formula



e.



shipment



f.



dimension



having great size or mass in comparison with weight to act in accordance with a demand, order, rule, etc. weight related to the size of measurement of space filled by something a general law, rule, or fact expressed shortly by means of a group of letters, signs or numbers the action of sending, carrying and delivering goods a measurement in space for example, the height, width, or length of something



Group b g. h. i.



respective currency calculation



j. k.



weight height



of or for each one; particular or separate type of money in use of a country the act of calculating or the result of an act of calculating how heavy something is, which can be measured the degree of being tall or high



English for Professional Airline Services 



l.



length



256



the measurement from one end to the other or of the longest side of something



Group c m.



round up



n.



declarable



o. p. q. r.



tariff zone destination charge



to change an exact figure to the next highest whole number can be stated or declared in an open way so that people know it a list of fixed prices an area with the stated qualities a place to which something is sent the price to be paid of an article of service



Group D s. t.



reducing liability



u. v. w. x.



equivalent consignment delivery custody



to make less in size, amount, degree, etc. something for which one is responsible, esp. by law, or the condition of being liability same or equal a quantity of goods sent/consigned together the act of taking or giving something to someone the act of right of caring for someone, esp. when this right is given in a court law



File 17.4 A. Heading/Sender’s Address B. Date (Date Line) C. Inside Address (Addressee) D. Opening Salutation E. Body of letter F. Opening paragraph







G. Main paragraph H. Main paragraph I. Closing paragraph J. Complementary close K. Signature L. Sender’s name + title



Files 



257



File 17.5 a. am qualified b. consider me c. shows







e. ticketing office f. be arranged g. your convenience







5. contribute 6. qualifications 7. interview







5. curriculum vitae 6. work certificate 7. convenient time 8. look forward



File 17.6 1. post 2. certificate 3. guide 4. resume







File 17.7 1. your advertisement 2. post of 3. graduated from 4. different parts



File 18.3 1. e. something successfully done 2. d. to repeat quickly and easily from memory 3. c. written proof of a person position or trust worthiness 4. b. saying aloud 5. j. a fast turning movement 6. g. give back less than enough 7. f. practice something for later performance 8. m. say clearly and effectively 9. n. do something without planning 10. a. started working 11. o. give no attention 12. k. qualities belonging to the nature of a person 13. l. smooth movement from part to another 14. i. real not pretended



Glossary



abbreviation (kb) singkatan, kependekan aboard di dalam pesawat, naik pesawat absolute (ks) lengkap, sempurna, mutlak absorb (kk) menyerap accomplish (kk) berhasil dalam melakukan sesuatu accomplishment (kb) keberhasilan dalam melakukan sesuatu according (kb) menurut, sesuai dengan act (kb) undang-undang act (kk) berbuat, berperan aileron (kb) aileron air waybill (kb) rekening pembayaran pengiriman barang lewat udara aircraft pesawat terbang aisle (kb) jalan di antara deretan kursi di dalam pesawat terbang alkali (kb) alkali allowance (kb) diperbolehkan, diberi kelonggaran altitude (kb) ketinggian amiable (ks) ramah, ramah-tamah ammunition (kb) amunisi amount (kb) jumlah, kuantitas announce (kk) mengumumkan, memberitahukan announcement (kb) pengumuman apologize (kk) meminta maaf appearance (kb) penampilan appoint (kk) mengangkat, menunjuk, menentukan approximately (kket) kira-kira



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260



aqualung (kb) alat penyelam, paru-paru air arrival (kb) kedatangan arsenic (kb) warangan, berangan articulately (kket) mengucapkan dengan jelas attach (kk) melampirkan, membubuhkan attendant (kb) orang yang hadir, pembantu, pelayan attribute (kb) menghubungkan, mengaitkan attribute (kb) sifat, perlengkapan audit (kb) pemeriksaan keuangan audit (kk) memeriksa authorize (kk) memberi kuasa, mengizinkan, mengesahkan awning (kb) tenda rumah, kajang, kere backward (ks) ke arah belakang baggage (kb) barang bawaan, bagasi baggage tag (kb) tag bagasi barn (kb) gudang barrier (kb) penghalang bassinet (kb) buaian berbentuk keranjang battery (kb) aki, batu baterai beef steak (kb) steik daging sapi behalf (kb) kepentingan, atas nama belong (kk) kepunyaan belongings (kb) harta, barang milik belt (kb) sabuk beneath (ks) di bawah bid (kb) tawaran bid (kk) menawarkan binoculars (kb) teropong blanket (kb) selimut bleach (kb) obat pengelantang, kelantang, pemutih bleach (kk) memutihkan, mengelantang blunt (ks) tumpul board (n), on board di dalam pesawat/kapal boarding pass (kb) kartu tanda (pas naik) ke kapal/pesawat



Glossary 



261



bomb (kk) mengebom bombs (kb) bom bonded (ks) terikat booking (kb) pemesanan booklet (kb) buku kecil, brosur bounce (kk) memantul brace (kb) penjepit, penahan, penguat bracing (ks) yang menyegarkan, menguatkan, menambah tenaga breath (kb) napas breathe (kk) bernapas, menghirup udara bribe (kb) suap, uang semir bribe (kk) menyuap, menyogok bulk (kb) bagian terbesar bulky (ks) besar sekali, memakan banyak tempat burn (kb) luka hangus terbakar burn (kk) menyala, hangus, panas business (kb) urusan butane (kb) gas hydrocarbon yang tidak berwarna cabin (kb) ruang penumpang di pesawat calculate (kk) menghitung, memperhitungkan calculation (kb) perhitungan cancel (kb) membatalkan, menghapuskan candidates (kb) calon carriage (kb) pesawat, gerbong, kereta catch (kk) menangkap, mengejar catch fire (kk) terbakar celebrations (kb) perayaan charge (kb) ongkos, harga charge (kk) membayar, meminta, menuduh chemical (kb) bahan kimia circumstances (kb) keadaan city dwellers (kb) penduduk kota claim (kb) tuntutan, tagihan claim (kk) menuntut, meminta



English for Professional Airline Services 



262



clasp (kb) jepitan, gesper, pegangan clasp (kk) menggenggam, mendekap clientele (kb) para pelanggan cluster together (kk) berkerumun, berkumpul menjadi satu cockpit (kb) kokpit cocktail (kb) minuman dengan campuran buah, wisky, dsb. collapsible (ks) yang dapat dilipat colourless (kb) tidak berwarna compartment (n) ruang, tempat compensation (kb) kompensasi comply (with) (kk) menuruti, tunduk, mengikuti composite (kb/ks) gabungan, campuran, susunan compound (kb) kamp, halaman tertutup compound (kk) mempersulit, menambah, melipatgandakan confident (ks) percaya diri confirm (kk) menegaskan, memperkuat conjunction (kb) penghubung, perhubungan consignee (kb) penerima barang, si penerima consonant (kb) konsonan constitute (kk) merupakan consumption (kb) konsumsi, pemakaian contact (kb/kk) hubungan, bersentuhan container (kb) wadah, kotak, kaleng, dsb. convenient (ks) nyaman convention (kb) perjanjian, persetujuan, rapat, adat kebiasaan, konvensi conveyer belt (kb) ban berjalan pembawa barang di bandara cooperation (kb) kerja sama co-pilot (kb) kopilot, pembantu pilot correspondence (kb) korespondensi, surat-menyurat, persesuaian corrosive (ks) korosif cough (kk/kb) batuk coupon (kb) kupon courier (ks) kurir



Glossary 



263



courteous (ks) sopan courtesy (kb) sopan santun, rasa hormat cover (kb) sampul, tutup, penutup, perlindungan cover (kk) menutupi, menutup, meliputi, mencakup cowling (kb) pelindung, penutup mesin (pesawat) dari baja credential (kb) surat kepercayaan, surat mandat crew (kb) awak pesawat, kru cruising (ks) kecepatan jelajah, terbang crutch (kb) kruk, penyangga kaki waktu berjalan, penyokong, penopang curdle (kk) membekukan, mengental, menjadi dadih currency (kb) mata uang, peredaran current (kb) arus current (ks) sekarang, saat ini custody (kb) tahanan, penjagaan, pemeliharaan customer (kb) pelanggan, nasabah customs (kb) bea, cukai, pabean cutlery (kb) sendok garpu cyanide (kb) sianida cylinder (kb) silinder damage (kb) kerusakan, kerugian damage (kk) merusakkan, mendapat cidera deal (with) (kk) menghadapi, melakukan death (kb) kematian deceased (ks) almarhum, mati declaration (kb) deklarasi declare (kk) mengumumkan, melaporkan, menerangkan decompression (kk) pengurangan/peniadaan tekanan udara, dekompresi delay (kk/kb) menunda, penundaan, kelambatan delivery (kb) pengiriman, pengantaran deny (kk) menyangkal depart (kk) berangkat, menyimpang, meninggal departure (kb) keberangkatan designate (kb) calon



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designate (kk) menunjuk, menandakan destination (kb) tempat tujuan, destinasi detector (kb) detektor device (kb) alat perlengkapan diet (kb) diet, makanan digit (kb) angka dimension (kb) dimensi, ukuran, besarnya, luasnya disclaim (kk) melepaskan disease (kb) penyakit disembark (kk) turun dari kapal, mendarat disinfectant (kb) obat pembasmi kuman distill (kk) menyuling, menyaring distinguish (kk) membedakan distribute (kk) mendistribusikan domestic (ks) dalam negeri downgraded (kk/ks) diperlemah duty free (kb) tanpa/bebas bea duty-duties (kb) tugas, kewajiban earliest (ks) paling cepat, awal, pagi-pagi effect (kk) menyebabkan, mengakibatkan, mengadakan, menjalankan effects (kb) pengaruh, efek; harta benda/milik elevator (kb) lift eligible (ks) memenuhi syarat embalming (kb) pembalseman emergency (kb) keadaan darurat endevour (kb) usaha keras, segala usaha engaged (ks) sibuk, sedang dipakai engine (kb) mesin engineer (kb) masinis, insinyur enquire-inquire (kk) menanyakan, meminta keterangan, bertanya entitle (kk) memberi nama, berjudul entrance (kb) pintu masuk/gerbang, masuk/penerimaan entrepreneurs (kb) pengusaha entry (kb) entri, lema



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equipment (kb) perlengkapan, peralatan escape slide (kb) jalan (peluncur) keluar pesawat estimate (kb/kk) perkiraan, menaksir etiologic (ks) yang berkaitan dengan etiologi etiquette (kb) tata cara, etiket evidence (kb) fakta-fakta, bukti, tanda, petunjuk exceed (kk) melebihi, melampui excess (kb) kelebihan expedite (kk) mempercepat, memperlancar expire (kk) berakhir, habis masa berlaku explode (kk) meledak, meletus explosive (kb) bahan peledak extend (kk) memperpanjang waktu/visa, menyampaikan, memberikan, memperluas extract (kk) mencabut, menyuling, memeras, mengeduk fail (kk) gagal faithfully (kket) tepat, berjanji tepat, hormat (kami) farewell (kb) ucapan selamat (jalan), perpisahan fasten (kk) mengikatkan, memasang, mengaitkan, mengunci feature (kk) fitur fin (kb) sirip ikan, sirip karet untuk berenang firearms (kb) senjata api fireworks (kb) petasan, kembang api firmly (kket) rapat-rapat, dengan kuat/erat first aid (kb) pertolongan pertama fiscal (ks) yang berhubungan dengan uang, fiskal flake (kb/kk) serpih, lapisan atas, menyerpih, pengelupas flammable (ks) mudah terbakar, yang cepat dimakan api flap (kb) penutup, tutup, sirip sayap pesawat terbang flight (kb) penerbangan flight attendant (kb) petugas/pelayan/awak pesawat terbang flight deck (kb) ruang pesawat terbang yang digunakan pilot formula (kb) rumus, resep fragile (ks) mudah pecah, rapuh



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frequent (ks) sering, berkali-kali friendliness (kb) keramahtamahan frightening (ks) menakutkan front (kk) berhadapan, menghadapi fuel (kb) bahan bakar galley (kb) dapur kapal/pesawat, sejenis perahu genuine (ks) asli, sungguh-sunguh, ikhlas graduate (kb) lulusan/sarjana greeting (kb) salam grooming (kb) kerapian penampilan gruff (ks) keras, kasar guarantee (kk) menjamin guideline (kb) garis pedoman harsh (ks) kasar, keras heating (kb) pemanas height (kb) tingginya hereafter (kket) sesudah ini, selanjutnya herein (kket) di dalam ini hesitate (kk) ragu household (kk) rumah tangga hurry (kb) buru-buru, tergesa-gesa hurry (kk) mempercepat, dengan segera illness (kb) sakit, penyakit illuminate (kk) menerangi in case of (kb) seandainya incidental (ks) kebetulan, kurang penting, soal kecil, sekali-sekali incorrect (ks) tidak benar, salah infant (kb) bayi, balita inflate (kk) membusungkan, memompa ingredient (kb) bahan-bahan, ramuan initial (kb) huruf awal, paraf initiate (kk) memulai, mengajukan injure (kk) melukai, merugikan inquire (kk) menanyakan, meminta keterangan, menyelidiki



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insecticide (kb) obat pembasmi serangga inseparable (ks) tak dapat dipisahkan inspect (kk) memeriksa inspection (kb) inspeksi instruct (kk) mengajar, melatih, mengisyaratkan instrument (kb) alat-alat, alat musik insurance (kb) asuransi, jaminan integral (ks) bulat/utuh, integral intermediary (kb) perantara intermediate (ks) tingkat menengah, lanjutan interrupt (kk) menyela introductory (kb) pengantar, pembukaan invoice (kb) faktur involuntary (ks) disengaja itinerary (kb) rencana perjalanan jet engine (kb) mesin jet journey (kb) perjalanan kerosene stove (kb) kompor minyak lamb chop (kb) masakan daging kambing landing (kb) pendaratan lapse (kb) kehilangan, selang interval, perubahan launch (kb/kk) peluncuran, meluncurkan lavatory (kb) kamar mandi, kamar kecil leadership (kb) kepemimpinan lean (kk) miring, condong length (kb) panjang liability (kb) pertanggungjawaban, kecenderungan, kekurangan license (kb) lisensi life jackets (kb) jaket/baju pelampung life raft (kb) rakit penolong limit (kk) terbatas, membatasi load (kb) beban, muatan load (kk) memuat, membebani log or log book (kb) buku harian di kapal/pesawat



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loops (kb) ikalan, putaran ikat tali loosely (kket) dengan longgar loss (kb) kerugian, kehilangan lost and found card (kb) kartu data kehilangan dan penemuan barang magnetized (kk/ks) bersifat magnet manifest (kb) daftar muatan, surat muatan manifest (kk) menunjukkan, menaruh margin (kb) garis tepi, batas, kesempatan mashed (ks) berbentuk seperti bubur mask (kb/kk) topeng, masker, menyembunyikan mass (kb) massa, banyak sekali, besar-besaran measurement (kb) ukuran memorize (kk) menghafal, mengenang mercury (kb) air raksa mileage (kb) per mil military weapon (kb) senjata militer misconnection (kb) salah sambung misspell (kk) salah menulis/mengeja mouthpieces (kb) juru bicara moveable (ks) mudah dipindahkan, mudah digerakkan munitions (kb) munisi, mesiu neglect (kb/kk) penyia-nyiaan, mengabaikan, menelantarkan nevertheless (kket) namun, meskipun nose (kb) hidung (pesawat) notification (kb) pemberitahuan, pengumuman, notifikasi obvious (ks) jelas, nyata official (kb/ks) pegawai negeri, pejabat, resmi ogre (kb) raksasa operate (kk) menjalankan, mengoperasikan opportunity (kb) kesempatan originate (kk) yang mula-mula mempunyai, yang memulai outbond (kb) outbond overbook (kk) menerima pesanan melebihi daya tampung overhead (kket) di atas



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overweight (ks) kelebihan berat oxygen mask (kb) masker oksigen paddle (kb) dayung, kayuh paddle (kk) mengayuh, mendayung particulars (kb) khusus penalty (kb) hukuman perform (kk) melakukan, menyelenggarakan, memainkan perishable (ks) mudah menjadi busuk, tak tahan lama peroxide (kb) peroksida petroleum (kb) minyak tanah pillows (kb) bantal pleasant (ks) menyenangkan poisonous (ks) beracun polite (ks) sopan portable (ks) mudah dibawa possession (kb) barang milik, milik potentially (kket) berpotensi pouch (kb) kantong precursor (kb) pendahulu predominantly (kket) utama yang berkuasa preference (kb) pilihan, preferensi pregnancy (kb) kehamilan presentable (ks) rapi previous (ks) yang terdahulu, yang lalu, sebelumnya prior (ks) sebelumnya proceed (kk) meneruskan, maju, memulai prohibited (ks) dilarang prompt (ks) cepat promptly (kket) dengan cepat, pada waktunya pronunciation (kb) pengucapan proof (kb) bukti propane (kb) sejenis metan property (kb) tanah milik, milik provision (kb) ketetapan, ketentuan, persediaan



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pull down (kk) menurunkan, menarik ke bawah, meruntuhkan pulp (kb) semacam bubur kayu purchase (kk) membeli, memperoleh push (kk) mendorong, menekan quality (kb) kualitas raft (kb) rakit ramp (kb) jalur/jalan melandai ration (kb) rangsum, catuan, pelabur rattle off (kk) mengulang dengan cepat dan mudah dari ingatan receipt (kb) tanda terima recently (kket) baru-baru ini recipient (kb) penerima recite (kk) mendeklamasikan, membawakan, menceritakan refund (kb) pengembalian uang release (kk) membebaskan, melepaskan, menyiarkan remove (kk) menghilangkan, melepaskan, memindahkan, membersihkan representative (kb) wakil, perwakilan request (kk/kb) meminta, memohonkan, permintaan, permohonan requirement (kb) persyaratan residential (ks) perumahan restrict (kk) membatasi, melarang restriction (kb) larangan, pembatasan retain (kk) menahan, membuat, memelihara, menyimpan, tetap memakai roast beef (kb) daging sapi panggang rudder (kb) kemudi (pesawat terbang) sanitary (ks) bersih, sehat schedule (kb) jadwal scoop up (kk) menyekop, menyendok, mengeduk seashell (kb) kerang seashore (kb) tepi pantai seatbelt (kb) sabuk pengaman secure (kk) menjamin, mengunci, melindungi, menutup rapat-rapat



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segue (kb) berjalan/mengalir dengan lancar dari satu bagian ke bagian lain sentimental (ks) sentimental sequence (kb) rangkaian, urutan shape (kb) bentuk shipment (kb) kiriman, pengiriman shortchange (kk) memberikan uang kembali kurang dari seharusnya signature (kb) tanda tangan sincerely (kket) sungguh-sungguh siphon off (kk) menyedot, mengalihkan, mengalirkan slink (kk) menyelinap keluar sloppy (kb) tidak rapi, ngelomprot, buruk smoothly (kket) dengan lancar sneeze (kk) bersin spin (kk) memutar spoiler (kb) spoiler stalls (kb) kedai, kios steward (kb) pramugara stewardess (kb) pramugari stiff (ks) kaku, keras, gigih stopover (kb) persinggahan storage (kb) penyimpanan storehouse (kb) gudang strap (kb) tali pengikat, tali pegangan stunned (ks) menarik perhatian, memesonakan, membisingkan subject to (kk) tunduk submarine (kb) kapal selam submission (kb) pengajuan substance (kb) bahan, zat substitute (kk) mengganti supplemental (ks) tambahan supplies (kb) persediaan, perbekalan surname (kb) nama keluarga swallow (kk) menelan



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syllable (kb) suku kata tail (kb) ekor (pesawat) takeoff (kk) berangkat, mengudara (pesawat) tap (kb) keran tariff (kb) tarif tender (kb/kk) penawaran, tawaran, lembut, halus thermometer (kb) termometer thorough (ks) saksama, teliti, menyeluruh throughout (kket) seluruhnya ticket (kb) karcis, tiket tighten (kk) mengetatkan, mempererat transfer (kk/kb) memindahkan, menyerah-terimakan, serah terima transit (kk) melintasi trolley (kb) kereta dorong trouble (kb) kesusahan trust (kk) memercayai, percaya tube (kb) tube turbulence (kb) turbulensi turn off (kk) mematikan turn on (kk) menyalakan, menghidupkan underwater (kket) di bawah air unload (kk) membongkar muatan upright (ks) tegak lurus, tulus, jujur UTC Unit Time Calculation penghitungan (satuan) waktu utility (kb) keperluan, kegunaan utilize (kk) menggunakan, memanfaatkan vanity (kb) kesombongan, kesiasiaan vanity box (kb) kotak barang-barang rias variety (kb) macam, keanekaragaman vast (ks) luas vat (kb) tong VAT value added tax (kb) pajak nilai tambah vegetarian (kb) orang yang tidak makan daging, hanya sayuran dan hasil tumbuhan



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273



verification (kb) verifikasi vest (kb) rompi visa (kb) visa, keterangan izin masuk suatu negara volumetric weight (kb) berat volume/isi vowel (ks) vokal wafer-thin (kb) biskuit tipis waist (kb) pinggang waive (kk) melepaskan walk-in client (kb) pelanggan yang langsung datang tanpa reservasi warehouse (kb) gudang wares (kb) perangkat warning (kb) peringatan weather (kb) cuaca weed killer (kb) pembunuh/pembasmi rumput liar weigh (kk) menimbang weight (kb) berat wheel (kb) roda wing (kb) sayap worthiness (kb) harga, keberhargaan zone (kb) daerah



Catatan: kb kk kket ks



kata benda kata kerja kata keterangan kata sifat



About the Author



Sutanto Leo graduated from IKIP Bandung majoring in English Language in 1985. He did his Diploma in Teaching English as a second Language (Dipl. TESL) at Victoria University, New Zealand in 1988. His master degree in Teaching English to Speakers of Other Languages (M.Ed. in TESOL) was gained in 1995 at Leeds University, UK. He earned his doctoral degree in 2015 from Indonesia University of Education. He is a lecturer, writer, book writing trainer and book publishing consultant.



Experience A. Presenting Seminar & Workshop on Book Writing and Publishing 1) USU Medan, 2) UNTAN Pontianak, 3) UNG Gorontalo, 4) RELC Singapore, 5) STP Bali, 6) Univ. Widya Mandala Surabaya, 7) Univ. Pelita Harapan Jakarta, 8) Univ. Paramadina Jakarta, 9) Univ. Satya Wacana Salatiga, 10) Univ. Nommensen Medan, 11) AKPAR Medan, 12) STAIN Surakarta, 13) AKPAR Satyawidya Surabaya, 14) UNY Yogyakarta, 15) Univ. Bengkulu, 16) MGMP Kodya Bandung, 17) IAIN Lampung, 18) STT Telkom Bandung, 19) STBA Bandung , 20)



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STP Bandung, 21) Univ. Maranatha Bandung, 22) Univ. Widyatama Bandung, 23) LLB Bandung, 24) Akademi Kebidanan Purwokerto, 25) Univ. Sriwijaya Palembang, 26) Univ. Sahid Surakarta, 27) UNISRI Surakarta, 28) STT SAPPI Cianjur, 29) MGMP Banyumas, 30) Univ. Soedirman Purwokerto, 31) Aptikes Semarang, 32) SMA 10 Pontianak, 33) Univ. Riau Pekanbaru, 34) UNILA Lampung, 35) Politeknik Manado, 36) STBI Semarang, 37) Univ. Andalas Padang, 38) UPN Surabaya, 39) Universitas Negeri Jember, 40) Sirikit Writing School, Surabaya, 41) MIPA Unpad, 42) STTB Medan, 43) Keperawatan Unpad, 44) IAIN Bengkulu, 45) Univ. PGRI Palembang, 46. IHS Surakarta, 47) STIE IBBI Medan, 48) Akper Muhammadiyah, Makassar, 49) Unkhair Ternate, 50) GBI Kupang, 51) Global Prestasi School, Bekasi, 52) Telkom University, Bandung, 53) SMA Yos Sudarso Batam, 54) Perpustakaan Kab. Bondowoso, 55) MGMP MIPA SMA Kab. Karimun, 56) STKIP Tuanku Tambusai, Riau, 57) SMK Wakatobi, SULTRA, 58) Fakultas Informatika, Telkom University, Bandung, 59) BPN GGBI Semarang, 60) SMK 1 Pangkalan Bun, Kalteng. etc.



B. Presenting Seminar on Writing Skripsi, Thesis & Dissertation 1) STP Bandung, 2) STTB Medan, 3) IAIN Bengkulu, 4) Univ. PGRI Palembang, 5) Univ. HKBP Nommensen Medan, 6) AKPAR Medan, 7) Univ. PGRI Semarang, 8) Akper Muhammadiyah, Makassar, 9) Unkhair Ternate, 10) UMB Bengkulu, 11) UPN Surabaya, 12) Univ. Al Azhar, Jakarta, 13) STTI Tanjungpinang, 14) Univ. Pakuan Bogor, etc.



C. Giving Seminar & Workshop on Writing Popular Articles 1) SMA Santa Maria Bandung, 2) Univ. Paramadina Jakarta, 3) STP Bandung, 4) GBBZ Bandung, etc.



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D. English Training 1) Grand Aquila Hotel, 2) Novotel Hotel, 3) SwissBell Hotel, 4) Preanger Hotel, 5) Papandayan Hotel, 6) Merdeka Hotel (Pekanbaru), 7) Majesty Hotel, 8) Grand Setiabudhi Hotel, 9) Permata Hotel, 10) Galery Ciumbeulit Hotel & Apartment, 11) Grand Pasundan Hotel, 12) Teachers of SMP 5 Bandung, 13) Lecturers of STP Bandung, dsb.



E. Sunday School Teaching 1) GBBZ Bandung, 2) GBI Tanggerang, 3) GKJ Cianjur, 4) GB Kalam Purwokerto, 5) Radio Maestro Bandung, 6) Toko Buku Gramedia Bandung, 7) GKI Bandung, 8) BPD Jawa Barat, 9) Mission Care Bandung, 10) GBI Baitlahim, 11) Bimas Kristen DEPAG Jabar, etc.



F. International Seminar Presentation 1. Making your course notes worth publishing, RELC Singapore (2007). 2. ELT Materials for Hotel and Food & Beverages Services, 55th TEFLIN International Conference, UIN Jakarta (4-6 Desember 2007). 3. Preventing plagiarism around your campus, 57th TEFLIN International Conference, UPI Bandung (1-3 November 2010). 4. Thesis Writing Supervision for Tourism and Hospitality School of Higher Education, Asian Tourism Forum International, STP Bandung (8-10 Mei 2012). 5. Feedback Strategies and Contents in Writing Supervision: Global Tourism & Hospitality Conference: Hongkong (18-20 May 2014). 6. Book writing and publishing for Tourism Educators, ATF Bandung (7-9 May 2016).



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G. Books and Articles Published 1. English for Professional Waiters, 2013, 5th Print, Gramedia, Jakarta. 2. English for Professional Accommodation Services, 2013, 3rd Print, Gramedia, Jakarta. 3. English for Professional Hotel Communication 2013, 3rd Print, Gramedia, Jakarta. 4. English for Leisure Time Speaking, 2007, 2nd Print, Gramedia, Jakarta. 5. Menyikapi Penutupan Tempat Ibadah, Majalah Suara Baptis, No.5/ Tahun 48, 2005. 6. Menggali Potensi Penulis yang Terkubur, 2005, Jurnal Pariwisata, Vol. 4 No. 4 Desember 2005. 7. Sertifikasi Kompetensi Dosen: Sebuah Penghargaan atau Ancaman, 2005, Jurnal Pariwisata Vol. 4 No. 4, Desember 2005. 8. Mendongkrak Gairah KPW, Majalah Suara Baptis, No.3/Tahun 49, 2006. 9. Publishing Your Teaching Materials’ 2006, Jurnal Pariwisata Vol. 5 No. 5, Desember 2006. 10. English for Academic Purposes: Essay Writing. (2007) Team Writers, Andi Offset, Jogyakarta. 11. Drama Musik GB Baitlahim Layak Go International, Majalah Suara Baptis, No.3/Tahun 2007. 12. Kiat Sukses Mengelola dan Mengajar Sekolah Minggu, 2008, Andipmbr, Yogya. 13. Kiat Jitu Menulis dan Menerbitkan Buku, 2010, Erlangga, Jakarta. 14. Mengusik Penerbitan Umat Baptis, Suara Baptis, 2013. 15. English for Hotel Supervisory and Managerial Communication, 2013, DC, Bandung. 16. A Challenging Book to Practice Teaching in English, 2013, AndiOffset, Yogyakarta. 17. Kiat Jitu Menulis Skripsi, Tesis, dan Disertasi, 2013, Erlangga, Jakarta. 18. The Implementation of Competence-based Curriculum (A case



About the Author 



19. 20.



21.



22. 23.



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study at Bandung Tourism School), Journal of Tourism, Hospitality and Travel, Vol. 1. No.1, Dec 2013. Preventing Plagiarism around Our Campus in Indonesia, Journal of Tourism, Hospitality and Travel, Vol. 1. No.1, Dec 2013. Tourist motivation to consume local food: culinary tourism, Bandung Context, Journal of Tourism, Hospitality and Travel, Vol. 2. No.1, June 2014. The influence of external and Internal Factors on Society Decision to Select Hotel Accommodation Major at One Vocational School in Ciamis, West Java, Journal of Tourism, Hospitality and Travel, Vol. II, No. 2, December 31, 2014. Pertumbuhan Gereja Melempem, Majalah Suara Baptis, No. 2 Juli 2015. Membicu Buku SM, Majalah Suara Baptis, No. 3 November 2015.