《航空运输技能大赛》民航旅客服务英语题库及答案（150题）

B.Great， you have booked the flight.

C.Your reservation will be confirmed later.

D.I will send you an email to confirm.

正确答案：A

试题解析：在客户确认预订后，代理人告知客户预订已确认，并提供预订参考号码，这是完整且专业的确认流程，方便客户后续查询和使用预订信息。

14.The customer wants to know if there is a flight with a shorter layover. The agent should：

A.No， all flights have long layovers.

B.Let me check and see if there is a better option for you.

C.You should just accept the layover.

D.Shorter layovers cost more.

正确答案：B

试题解析：当客户询问是否有更短中转时间的航班时，代理人主动提出帮忙查询，积极为客户寻找更好的选择，符合服务行业以客户为中心的原则。

15.If the customer asks about the airport shuttle service， the agent says：

A.We don't have airport shuttle service.

B.Yes， we provide airport shuttle service. You can find more information on our website.

C.The shuttle service is very expensive.

D.You have to take a taxi.

正确答案：B

试题解析：该选项既明确回答了客户有机场班车服务，又告知客户可以在哪里获取更多关于该服务的信息，全面且专业地回应了客户的询问。

16.The customer mentions that they are a frequent flyer. The agent should：

A.That's nice. But it doesn't matter here.

B.Okay， I will check if you are eligible for any benefits.

C.Frequent flyers get special treatment at the airport.

D.You should have told me earlier.

正确答案：B

试题解析：当客户表明自己是常旅客时，代理人表示会检查客户是否有资格享受某些福利，这是积极主动的服务态度，体现了对常旅客的重视，也符合常旅客计划的服务流程。

17.When the customer asks about the flight duration， the agent answers：

A.It's a long flight.

B.The flight from Beijing to Shanghai usually takes about 2 hours and 30 minutes.

C.I'm not sure about the flight duration.

D.You can check the flight schedule online.

正确答案：B

试题解析：给出了具体航班的飞行时长，准确地回答了客户的问题，体现了客服的专业度。

18.The customer wants to change the travel date. The agent should say：

A.You can't change the travel date.

B.Okay， let me check if there are available flights on the new date you want.

C.Changing the date costs a lot of money.

D.You have to cancel the current reservation and book a new one.

正确答案：B

试题解析：客服应积极为客户解决问题。

19.If the customer asks about the in - flight entertainment， the agent can reply：