Informing About a Bedding Set)

16.

16.1.	........................................................................................................	16-4
16.2.	(Passenger greeting) ...........................	16-4
16.3.	(Welcoming and
	Allocating Passengers in Business Class Cabin) .............................................	16-5
16.4.	(Servicing Passenger’s Call) ..............................	16-6
16.5.	, (Offering
	Travel Sets) .....................................................................................................	16-6
16.6.	(Offering Headphones) .........................................	16-7
16.7.
	(Informing About a Bedding Set) ......................................................................	16-7
16.8.	(Welcome
	Drinks in Business Class) ................................................................................	16-8
16.9.	(Welcome
	Drinks in Comfort Class) ..................................................................................	16-8
16.10.
	(Offering a List of Order) ..................................................................................	16-9
16.11. (Offering Menu Card and Wine List) ....	16-10

16.12. , ( 3 ) (Offering a Menu Card to a Passenger Preparing for

Rest) ..............................................................................................................	16-10
16.13. (Offering Newspapers and
Magazines) ....................................................................................................	16-10
16.14. , , (Portable
Video Players) ...............................................................................................	16-11
16.15. (Take-Off Preparation) ...........	16-11

16.15.1. ,

(Briefing Passengers Sitting at Emergency Hatches) ....................	16-14
16.16. «
» (Cabin Check after “Fasten Seat Belt” Sign is Off) ...........................	16-14
16.17. ,
(Asking for a Passenger’s name, Personal Welcoming) ................................	16-14
16.17.1. (Asking for a passenger’s name) ....	16-14

16.17.2.

(Personal Welcoming) ...................................................................

16-15

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16.18. (Offering Aperitif) ....................................		16-16
16.19. (Wine Presentation) .............................		16-16

16.20.

(Taking Order According to the Menu on Medium-Range Flights) ... 16-17

16.21. (Taking Order According to the

Menu on Long-Haul Flights) ..........................................................................	16-18
16.22. (Taking
Order, No Menu) ...........................................................................................	16-19
16.23. , (Serving the
Starters) ........................................................................................................	16-20
16.24. (Dish Replacement).................................................................	16-20
16.25. (Japanese Set) .......................................	16-21
16.26. (Serving Desert) ................................................................	16-22
16.27. (Hot Beverage
Service in Business Class) ............................................................................	16-22
16.28. «»/Presenting «Kioko» tea ..............	16-23
16.29. (Service Upon
Request) .......................................................................................................	16-23
16.30.
(Aperitif Service in Comfort and Economy Classes) .....	16-25
16.31.
(Meal Service in Comfort and Economy Classes) .........................................	16-25
16.32. (Hot
Drinks in Comfort and Economy Classes) .....................................................	16-25
16.33. T (Sky Shop Offer) ............................................................	16-26
16.34.
(Expressing Gratitude, Getting Passengers’ Feedback) ...............	16-27
16.35.
...............................................................	16-28
(Returning Items stowed in Wardrobes after Landing) .............................................	16-28
16.36. (Farewell) .................................................................	16-29
16.37. ..........................................	16-29
(Passengers with Special Needs) ............................................................................	16-29
16.37.1. ...................	16-29
(Physically Impaired Passengers) .................................................................	16-29
16.37.2. ...........................	16-36
(Attending to Unaccompanied Minor) ............................................................	16-36

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16.37.3. (Passengers with

Children) .......................................................................................	16-37
16.38. , ...........................................................	16-41
(Non-Standard and Conflict Situations) ....................................................................	16-41
16.39. , (Unruly
Passengers) ...................................................................................................	16-47
16.40. (Passengers
Violating the Rules of Conduct on Board) ......................................................	16-51
16.41. ,
(Senior Cabin Crew Member Speech Patterns) .............................................	16-55
16.42. ,
..............................................................................	16-57

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16.1.

, « », , .

«/» .

. .

Passenger greeting)

! / ! / / ! / ! / / ! !

, . !

/ / ! , [ ].

– .

[ ].

. !

, , .

/ .

– / / / .

… (, ) / / .

, .

Good morning/afternoon/evening. (We are) pleased to see you on board! / (We are) glad to welcome you on board of Aeroflot! It’s our pleasure to greet you aboard!

May I see your boarding pass, please? We’ll check the date, flight number and the destination.

Thanks a lot! Thank you (sincerely)!

VIP Passenger

Good morning / afternoon/evening, Mr./Ms. …!

I’m the purser of this flight.

My name is …

May I see your boarding pass, please? We are pleased to welcome you aboard!

Pass on to the cabin, please, my colleagues will help you / My colleagues will show you to your seat / will attend to you / are at your service.

The seat numbers are indicated on / The seat number indication is on the baggage bins / over the seats.

Your seat is in the front / middle / rear part of the cabin on the left / right hand side.

Your seat is … on the left / right-hand side / in the middle.

It is a central seat / a window seat / by the window / an aisle seat.

Please, take your seat and make yourself comfortable.

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[ ]
	The overhead bins are for coats and light
.	items.
.		There is some room in the overhead bin.
,	Please, stow your heavy hand luggage
	under the seat in front of you.
.
	All exits and aisles must be clear of any
.	personal items.
	Allow me to assist you with your luggage.
.
, ,	Pass on, make yourself comfortable and
( )!		have a nice / a pleasant / an enjoyable
			flight (with Aeroflot)!

16.3.

(Welcoming and Allocating Passengers in Business Class Cabin)

!	(We are) pleased to see you aboard! My
…	name is…
	VIP Passenger
… … [ ]! …	Mr./Mrs.…! My name is …
()	It’s my pleasure to be at your service
.	today!
.	Let me help you. Shall I hang your jacket
?	in the (coat) stowage \|std\|
	compartment?
,	Is there anything in the pockets of your
,	jacket that you may need during the
?	flight?
	If you don’t mind, I will place your coat
, .	in the overhead bin.
	The cabin stowage compartment has
	a modest size.
/ ,	I will do my best not to get your coat
.	wrinkled.
?	Are you comfortable?
	The seat controls are on the armrest
…	panel…

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16.4. (Servicing Passenger’s Call)

?	Have you called us? How can I help you?
/ ?
- ?	Is there anything I can do for you?
	Can I be of any assistance / help?
, !	My pleasure!
, , !	Certainly, with pleasure!
!	Sure, in a minute!
	I will help you with (great) pleasure!
() () !	I was glad to be of help / of assistance! / I
	was pleased to help you.
,	Please, feel free to call me if you need
,	any help!
!
!	Contact us any time, we are always
	(pleased / glad to be) at your service!

16.5. ,

(Offering Travel Sets)

– (	Here is a travel set / an amenity kit for
,	your convenience / comfort during the
).	flight!
/	Enjoy your stay on board! / Have
!	a comfortable flight / journey with
	Aeroflot!
	Let me offer you a travel set / an amenity
,	kit. It includes items (which are)
.	necessary for a comfortable flight.
	We’d like to make sure that your journey
	is comfortable and relaxing. An amenity
.	kit that includes travel essentials is over
,	here…

. ...

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Offering Headphones)

, .

[ , ]

– , , .

, , , . , .

Here are headphones for the entertainment system . / Here are headphones for your entertainment pleasure.

Your monitor is in the armrest of the seat. The socket connection is over there.

The in-flight entertainment program is presented in the inema

& Entertainment movie guide, which is located in the seat pocket in front of you.

Our entertainment menu includes selection of top-rated movies, video games, audio program.

We have an interesting selection of movies, audiobooks, music and

computer games for this flight. Look at the entertainment guide for details.

(Have a) pleasant viewing (time)!

Informing About a Bedding Set)