Aperitif Service in Comfort and Economy Classes)
| … | Good morning… |
| : | For aperitif we can offer white and red |
| ; | table dry wine; juices: orange, apple, |
| , , | tomato; Cola, Sprite and water. |
| ; , , . | Which would you like to drink? Which |
| ? | drink do you prefer? |
| ? | |
| … ? | Do you prefer … with ice? |
| ? | Would you like tomato juice with spices? |
| Sparkling or still water? | |
| ? | |
16.31.
(Meal Service in Comfort and Economy Classes)
| For the main course, the choice is: … . | |
| : … | Which dish do you prefer? |
| ? | |
| ! | Here you are. Enjoy your meal! |
16.32.
(Hot Drinks in Comfort and Economy Classes)
| Let me offer you hot drinks: black and | |||
| : , . | green tea, coffee. Which drink would you | ||
| ? | prefer / like? | ||
| ? | Black or white coffee? | ||
| ? | Extra sugar? | ||
| ? | Black tea with lemon? | ||
| , , | Let me have your cup, please! / | ||
| . | Please, put your cup on the tray. | ||
| / , | . | Take the cup, please. Be careful, the tea | |
| , () . | (coffee) is hot. | ||
| ? | Would you like some more tea or coffee? | ||
| , , , . | Can I offer you sugar, milk, lemon? With | ||
| pleasure! Enjoy! | |||
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16.33. T (Sky Shop Offer)
- (-) [ ]?
Sky Shop.
(-) (-) .
, , , …
, . ! , , ?
, .
, . … , .
.
!
() Sky Shop.
Sky Shop.
Sky Shop?
- Sky Shop, ?
.
Mr./Mrs. … You have ordered Sky Shop goods before the flight.
… is available / We have all the items you ordered.
Unfortunately, we don’t have all the items that you have ordered / some items are unavailable.
Unfortunately … is not available today.
We apologize for the inconvenience. Let me offer you something else from the catalogue?
We accept major currencies, Russian ruble, and credit cards.
Here is your purchase.
The cost is…
I will fill a receipt.
The goods have a warranty.
Thank you for shopping with us! / Thank you for your purchase!
I’d like / we are pleased to offer you Sky Shop goods.
Please note that you have a chance to purchase Sky Shop goods on board our aircraft.
Mr./Mrs. … Have you looked through the catalogue?
Is there anything you’d like to purchase?
The catalogue is in the seat pocket in front of you.
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, - .
.
, .
. !
, .
Sky Shop .
, .
, … .
.
-5%.
I hope you’ll find something to purchase.
We’ll offer goods for purchase a little later.
If you have made your choice,
it is possible to fill out the shopping coupon.
Your purchase will be completed before the aircraft starts to descend. Thank you!
We apologize: today’s flight time is not enough to complete your order.
Sky Shop provides an opportunity to pre-order goods.
You can order goods in the online store or by filling out an order form right now.
Orders should be made not less than .../ at least… days before departure.
You will receive the ordered goods on board the aircraft.
You will benefit from / get 5% discount on the pre-ordered goods.
16.34.
(Expressing Gratitude, Getting Passengers’ Feedback)
| [ : | [Passenger’s name]… |
| , | Thank you for flying with us today / We |
| ],… | thank you for choosing our airline / |
| () | Aeroflot. |
| / | Could you share your experiences |
| «» | of flying with us? |
| . | |
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? / / ? !
(-), !
, !
, …
, / / .
Did you enjoy the flight? How was everything? How did you find the dinner / the in-flight entertainment? We were pleased to be at your service.
I’ll highly appreciate if you share your impressions.
We hope that you had a comfortable / an enjoyable flight!
Thank you for drawing our attention to…/ to the fact that…
I hope this misunderstanding / incident / these circumstances will not affect your impression of the flight.
(Responding to Positive Feedback)
… / !
, .
, , «». , .
Thank you for positive / kind feedback! / We appreciate your positive feedback and hope you will become a regular (repeat) customer of Aeroflot.
Thank you for giving us your confidence! Your kind comment assured me that we were doing our job well!
16.35.
(Returning Items stowed in Wardrobes after Landing)
| [ : | [Passenger’s name]… | |
| , | ||
| ], … | Here is your rain-coat/coat/fur- | |
| , | ||
| coat/jacket/suit. | ||
| ////. | ||
| ! | You are welcome! | |
| , | Let me remind you that the aircraft is still | |
| . | moving. For your safety please stay at | |
| your seat until the “Fasten Seat Belt | ||
| Sign” is turned off. We will invite you to | ||
| « ». | exit the aircraft. | |
| . | ||
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Farewell)
| ! ! | Good bye! All the best! |
| ! | |
| Thank you for flying with Aeroflot / with | |
| ! / | our airline! |
| ! | |
| ! | We’ll be glad to see you again! / Hope |
| to see you again! | |
| () ! | (We are always) pleased to be at your |
| service! | |
| / ! | Have a good day / evening! |
| ! | Enjoy your holidays! |
| , | It was a great pleasure for us to serve |
| ! | you! |
| Accept our best / sincerest thanks and | |
| ! | goodbye! |
16.37.
(Passengers with Special Needs)
16.37.1.
(Physically Impaired Passengers)
, , , .
Communicate with physically impaired passengers the way you do it with usual people, but take into consideration their special needs.
| ! / ! / | Good morning (afternoon, evening) / |
| / | (We are) pleased to greet you on board / |
| ! | (We are) glad to welcome you aboard! |
| ... | My name is… How can I address you? |
| ? | |
| Is this the first time you are travelling by | |
| ? | plane? |
| , | Let me assist you in placing. May I help |
| . | you with your luggage? |
| . | |
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, ?
-, ? , ?
.
?
?
, .
, … .
…
? ?
!
Where is it more convenient to put your luggage: under the seat or in the overhead bin?
Is there anything in the bag that you may need during the flight? Will you take
it now?
My colleagues and I will be glad to provide any help needed during the flight.
What kind of help/assistance will you need?
Will you need assistance when moving along the cabin?
We have an Aisle Chair on board that can be used to move along the cabin.
The lavatory equipped with handrails is…
The flight attendant call button is…
Will you need a blanket? Can I get you something to drink?
Have a pleasant flight!
,
!/ !/ / !
.
? …
.
Good morning (afternoon, evening)/(We are) pleased to greet you on board/(We are) glad to welcome you aboard!
My colleagues and I will be glad to provide any help needed during the flight.
What kind of help/assistance will you need?
The flight attendant call button is…
My colleagues and I will provide any assistance and will regularly come to you.
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