Chapter 1 Ticket Service
Unit 1 Information Enquiry
Unit 2 Telephone Reservation
Unit 3 At a Booking Office

Chapter 2 Ticket and Baggage Check-in ��Service
Unit 1 Ticket Check-in Service
Unit 2 Carry-on Baggage Service
Unit 3 Checked Baggage Service
Unit 4 Lost and Damaged Baggage Service

Chapter 3 Security Check Service
Unit 1 Certificates and Baggage Inspections
Unit 2 Check by Hand and Machine

Chapter 4 Waiting and Boarding Service
Unit 1 Service in Waiting Lounge
Unit 2 Other Services for Waiting Passengers
Unit 3 Service for Boarding Passengers

Chapter 5 Special Passengers Service
Unit 1 VIP Passengers Service
Unit 2 Pregnant Women & Passengers with Children Service
Unit 3 Unaccompanied Minors Service
Unit 4 Other Special Passengers Service

Chapter 6 Irregular Flight Service
Unit 1 Weather Delays
Unit 2 Maintenance Delays
Unit 3 Other Delays
Unit 4 Services for Delayed Passengers

Chapter 7 Customs Inspection Service
Unit 1 Red and Green Channel System
Unit 2 Going through the Red Channel
Unit 3 Going through the Green Channel

Chapter 8 Quarantine Inspection Service
Unit 1 Quarantine Inspection of Passengers
Unit 2 Quarantine Inspection of Aircraft Crew

Chapter 9 The Immigration Inspection
Unit 1 Entry Inspection
Unit 2 Departure Inspection
Unit 3 Transit and Group Inspection

Chapter 1 0Other Services
Unit 1 Shopping and Entertaining
Unit 2 Lost and Found
Unit 3 Information Service
References