本书根据空中乘务工作的基本流程，分成22个单元(学习情景)，各个单元紧密衔接，图文并茂且内容翔实，基本涵盖了乘务员客舱服务的所有流程。其中包括航前准备、乘客登机、起飞前、乘客舒适、客舱餐饮服务、客舱娱乐服务、免税品售卖、客舱应急程序、乘客答疑、降落前及降落后等主要环节。

本书供有兴趣的读者阅读。

Unit 1 Preflight Briefing / 1

    Part One Proper Terms / 1

    Part Two Dialogues / 2

    Part Three Announcements / 5

    Part Four Supplementary Reading / 6

    Part Five Having Some Fun / 7

Unit 2 Preflight Check / 8

    Part One Proper Terms / 8

    Part Two Dialogues / 9

    Part Three Announcements / 13

    Part Four Supplementary Reading / 13

    Part Five Having Some Fun / 14

Unit 3 Boarding & Greetings / 16

    Part One Proper Terms / 16

    Part Two Dialogues / 16

    Part Three Announcements / 20

    Part Four Supplementary Reading / 21

    Part Five Having Some Fun / 22

Unit 4 Before Take-off Ⅰ / 24

    Part One Proper Terms / 24

    Part Two Dialogues / 24

    Part Three Announcements / 28

    Part Four Supplementary Reading / 29

    Part Five Having Some Fun / 31

Unit 5 Before Take-off Ⅱ / 32

    Part One Proper Terms / 32

    Part Two Dialogues / 32

    Part Three Announcements / 36

    Part Four Supplementary Reading / 37

    Part Five Having Some Fun / 38

Unit 6 Before Take-off Ⅲ / 39

    Part One Proper Terms / 39

    Part Two Dialogues / 39

    Part Three Announcements / 44

    Part Four Supplementary Reading / 45

    Part Five Having Some Fun / 46

Unit 7 Passenger Comfort / 47

    Part One Proper Terms / 47

    Part Two Dialogues / 47

    Part Three Announcements / 51

    Part Four Supplementary Reading / 52

    Part Five Having Some Fun / 54

Unit 8 Beverage Service / 55

    Part One Proper Terms / 55

    Part Two Dialogues / 56

    Part Three Announcements / 60

    Part Four Supplementary Reading / 60

    Part Five Having Some Fun / 62

Unit 9 Meal Service I / 63

    Part One Proper Terms / 63

    Part Two Dialogues / 63

    Part Three Announcements / 67

    Part Four Supplementary Reading / 68

    Part Five Having Some Fun / 69

Unit 10 Meal Service Ⅱ / 71

     Part One Proper Terms / 71

     Part Two Dialogues / 71

     Part Three Announcements / 76

     Part Four Supplementary Reading / 77

     Part Five Having Some Fun / 78

Unit 11 Entertainment Service / 79

     Part One Proper Terms / 79

     Part Two Dialogues / 79

     Part Three Announcements / 84

     Part Four Supplementary Reading / 85

     Part Five Having Some Fun / 86

Unit 12 Duty-free Sales / 87

     Part One Proper Terms / 87

     Part Two Dialogues / 87

     Part Three Announcements / 92

     Part Four Supplementary Reading / 93

     Part Five Having Some Fun / 94

Unit 13 First Aid / 96

     Part One Proper Terms / 96

     Part Two Dialogues / 97

     Part Three Announcements / 101

     Part Four Supplementary Reading / 102

     Part Five Having Some Fun / 103

Unit 14 Safety & Emergency I / 105

     Part One Proper Terms / 105

     Part Two Dialogues / 106

     Part Three Announcements / 109

     Part Four Supplementary Reading / 110

     Part Five Having Some Fun / 111

Unit 15 Safety & Emergency H / 112

     Part One Proper Terms / 112

     Part Two Dialogues / 113

     Part Three Announcements / 116

     Part Four Supplementary Reading / 117

     Part Five Having Some Fun / 118

Unit 16  Delay / 119

     Part One Proper Terms / 119

     Part Two Dialogues / 119

     Part Three Announcements / 124

     Part Four Supplementary Reading / 125

     Part Five Having Some Fun / 127

Unit 17 Diversion & Transfer / 129

     Part One Proper Terms / 129

     Part Two Dialogues / 130

     Part Three Announcements / 135

     Part Four Supplementary Reading / 136

     Part Five Having Some Fun / 137

Unit 18 Turbulence / 138

     Part One Proper Terms / 138

     Part Two Dialogues / 138

     Part Three Announcements / 142

     Part Four Supplementary Reading / 143

     Part Five Having Some Fun / 145

Unit 19 Enquiries Ⅰ / 146

     Part One Proper Terms / 146

     Part Two Dialogues / 146

     Part Three Announcements / 150

     Part Four Supplementary Reading / 151

     Part Five Having Some Fun / 152

Unit 20 Enquiries Ⅱ / 153

     Part One Proper Terms / 153

     Part Two Dialogues / 153

     Part Three Announcements / 157

     Part Four Supplementary Reading / 158

     Part Five Having Some Fun / 159

Unit 21 Ere-landing Check / 161

     Part One Proper Terms / 161

     Part Two Dialogues / 161

     Part Three Announcements / 165

     Part Four Supplementary Reading / 165

     Part Five Having Some Fun / 167

Unit 22 After Landing / 168

     Part One Proper Terms / 168

     Part Two Dialogues / 168

     Part Three Announcements / 171

     Part Four Supplementary Reading / 172

     Part Five Having Some Fun / 173

Appendix / 175

References / 188