《航空运输技能大赛》民航旅客服务英语题库及答案（150题）

A.When do you want to return？

B.Why do you need a round - trip ticket？

C.Do you want to book one - way first？

D.Round - trip tickets are more expensive.

正确答案：A

试题解析：对于预订往返机票，询问返程时间是必要的信息。

8.The customer requests a special meal. The agent should say：

A.We don't provide special meals.

B.What kind of special meal do you need？ We will try to arrange it for you.

C.You should tell us when you check in.

D.Special meals cost extra.

正确答案：B

试题解析：代理人询问客户需要的特殊餐食种类并表示会尽力安排，体现了对客户需求的重视和积极服务的态度。

9.When the customer gives their name for the reservation， the agent should：

A.Spell your name， please.

B.Is that a common name？

C.I don't need your name.

D.Your name is too long.

正确答案：A

试题解析：让客户拼写姓名可以确保代理人准确记录客户信息，避免因姓名发音或书写相似而产生错误，这是预订过程中确认客户身份的重要步骤。

10.The customer asks about the baggage allowance. The agent answers：

A.You can bring as much baggage as you want.

B.The baggage allowance depends on the class of your ticket. For economy class， it's

usually 20 kilograms.

C.I don't know about the baggage allowance.

D.You have to pay for extra baggage.

正确答案：B

试题解析：该回答准确地说明了行李限额与机票舱位等级相关，并给出了经济舱通常的行李限额示例，为客户提供了明确且有用的信息。

11.If the customer wants to reserve a seat by the window， the agent can say：

A.All the window seats are taken.

B.Okay， I will try to reserve a window seat for you. But it's subject to availability.

C.You can't choose a seat now.

D.Window seats are more expensive.

正确答案：B

试题解析：代理人表示会尽力为客户预订靠窗座位，但同时说明需视情况而定，既体现了对客户需求的尊重，又如实告知客户座位预订的不确定性，符合服务规范。

12.The customer asks how to pay for the ticket. The agent should reply：

A.You can pay in cash at the airport.

B.We accept credit cards， debit cards， and online payment platforms. Which one do you prefer？

C.You have to pay by check.

D.Payment is not allowed over the phone.

正确答案：B

试题解析：该选项详细地列举了多种常见的支付方式，并询问客户的偏好，提供了丰富的支付选择信息，满足客户需求，体现了良好的服务态度。

13.When the customer confirms the reservation， the agent should：

A.Okay， your reservation is confirmed. Here is your booking reference number [number].