Пассажирские перевозки гражданской авиации (338,96 руб.)

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内容提要 本书以民航旅客运输的理论知识为基础，按照民航旅客运输工作情境，系统地介绍了民航运输 基础、客票销售、航班的正常运输、特殊运输服务以及行李的非正常运输。本书的每个项目中都包 含多个模拟工作环境下的工作任务，内容贴近民航旅客服务岗位。 本书可作为民航院校民航运输、空中乘务、航空服务等专业相关课程的教材，也可作为航空公 司、民航机场等民航相关单位的培训教材。 图书在版编目（CIP）数据 民航旅客运输 / 周小卉, 毕研博, 王忠义主编. -北京 ： 航空工业出版社, 2017.1 ISBN 978-7-5165-1161-9 Ⅰ. ①民… Ⅱ. ①周… ②毕… ③王… Ⅲ. ①民用航 空－旅客运输 Ⅳ. ①F560.83 中国版本图书馆 CIP 数据核字(2017)第 013532 号 民航旅客运输 Minhang Lvke Yunshu 航空工业出版社出版发行 （北京市朝阳区北苑 2 号院 100012） 发行部电话：010-84936597 010-84936343 北京市科星印刷有限责任公司印刷 2017 年 1 月第 1 版 开本：787×1092 印数：1－3000 1/16 全国各地新华书店经售 2017 年 1 月第 1 次印刷 印张：12.75 字数：295 千字 定价：35.00 元

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目录 项目一 民航运输基础 旅客在乘机旅行时，需要购买某个航空公司的机票，然后到机场办理乘机手续，并登 机前往目的地。由此，航空公司与机场就是两个与旅客产生紧密联系的部门。民航服务人 员需要在航空公司、机场和旅客间架起沟通的桥梁，从而确保旅客的顺利出行。在这个项 目中，我们就一起学习航空公司、机场和旅客乘机流程的相关知识。 任务一 熟悉航空组织、航空联盟与航空公司···················································· 2 一、民航运输及其发展····························································································· 2 二、航空组织与航空联盟·························································································· 7 三、航空公司······································································································· 13 任务二 熟悉航线、航班与空中交通管制·························································30 一、航线与航班···································································································· 30 二、空中交通管制································································································· 36 任务三 熟悉机场环境················································································· 39 一、飞行区·········································································································· 40 二、地面运输区···································································································· 41 三、候机楼区······································································································· 42 任务四 掌握乘机流程················································································· 45 一、旅客购票······································································································· 45 二、到达机场······································································································· 46 三、办理登机手续································································································· 46 四、托运行李······································································································· 47 五、旅客安检······································································································· 47 六、旅客候机······································································································· 48 I

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民航旅客运输 七、旅客登机······································································································· 48 八、找寻座位······································································································· 48 九、旅客到达······································································································· 49 项目学习效果综合测试················································································· 50 项目二 民航客票销售 通过前面的学习我们已经知道，购买机票是旅客乘机旅行的前提。在购买机票时，旅 客需要提供有效的购票证件，选择所需的服务等级，以及确定所需的餐食标准等。而客票 销售人员则需要根据旅客的要求，熟练地将旅客信息及相关要求输入民航订座系统，为旅 客妥善预订机票。 任务一 认识客票······················································································· 54 一、客票概述······································································································· 54 二、电子客票购买方式··························································································· 55 三、电子客票行程单辨读························································································ 56 四、客票有效期和其他规定····················································································· 59 五、旅客购票证件································································································· 59 任务二 了解国内民航旅客运价····································································· 61 一、客票价格的制定依据························································································ 62 二、服务等级票价································································································· 63 三、旅程方式对应的票价························································································ 64 四、儿童和婴儿票价······························································································ 65 五、教师和学生票价······························································································ 65 六、团体旅客票价································································································· 66 七、子舱位票价···································································································· 66 任务三 旅客订座记录的制作········································································ 67 一、准备工作······································································································· 68 二、查询航班信息································································································· 70 三、建立与修改旅客订座记录·················································································· 73 四、出票············································································································· 90 五、客票变更、签转与退票····················································································· 93 项目学习效果综合测试················································································· 97 II

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目录 项目三 航班的正常运输 订好机票，旅客就可以在乘机当天到达机场，由值机人员为其办理登机手续及行李托 运手续，由安检人员对旅客人身及随身携带的行李进行安全检查，再经由导乘人员的引导 进入候机室，等待登机。无论是值机、安检，还是导乘，工作人员都需要一丝不苟、耐心 细致，让旅客满意并确保飞行安全。 任务一 值机工作······················································································102 一、值机工作概述································································································102 二、办理乘机手续································································································105 三、托运行李······································································································110 任务二 安检····························································································122 一、安检机构与人员要求·······················································································122 二、安检工作······································································································124 任务三 候机、登机服务·············································································130 一、导乘············································································································131 二、接机与送机···································································································133 项目学习效果综合测试················································································136 项目四 特殊运输服务 当年迈体弱的旅客要求乘机，当行动不便的旅客需要配备登机轮椅，当盲人旅客需要 携带导盲犬登机，民航服务人员该如何办理旅客的乘机手续？ 当旅客路遇拥堵而错过了飞机，或因注意力不集中漏乘了飞机，或因航班取消无法成 行，又该如何得到安排和补偿？ 任务一 特殊旅客运输················································································140 一、重要旅客运输································································································140 二、老弱旅客运输································································································142 三、病残旅客和其他特殊旅客运输···········································································144 任务二 旅客的非正常运输服务··································································· 155 一、处理旅客误机、漏乘、错乘··············································································155 二、超售状况的处理·····························································································158 任务三 航班的非正常运输服务··································································· 160 一、飞机延误后的旅客安置与服务···········································································160 二、航班取消、返航、备降后的旅客安置与服务·························································164 III

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民航旅客运输 三、旅客航空运输伤害赔偿····················································································166 项目学习效果综合测试················································································167 项目五 行李的非正常运输 在始发站由于漏装行李、行李牌脱落、旅客晚到、载量不足、运输差错等，使得航班 到达后，目的地航站无法按规定的时间和行李数量向旅客交付行李，面对焦急的旅客，面 对堆积的行李，该如何迅速、妥善地进行安置和处理呢？ 任务一 迟运、错运、速运行李的处理·························································· 170 一、处理迟运行李································································································170 二、处理少收行李································································································173 三、处理多收行李································································································178 四、处理速运行李································································································182 任务二 不正常运输行李的处理与赔偿·························································· 185 一、处理破损行李································································································185 二、处理内物短少行李··························································································189 三、处理无人认领行李··························································································190 四、行李赔偿······································································································191 项目学习效果综合测试················································································194 IV

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