English For Professional Airline Services

English for Professional
Airline Services
Sanksi Pelanggaran Pasal 113
Undang-undang Nomor 28 Tahun 2014
tentang Hak Cipta
1) Setiap orang yang dengan tanpa hak melakukan pelanggaran hak ekonomi
sebagaimana dimaksud dalam pasal 9 ayat (1) huruf i untuk penggunaan
secara komersial dipidana dengan pidana penjara paling lama 1 (satu) tahun
dan atau pidana denda paling banyak Rp100.000.000,00 (seratus juta rupiah).
2) Setiap orang yang dengan tanpa hak dan atau tanpa izin pencipta atau
pemegang hak cipta melakukan pelanggaran hak ekonomi pencipta
sebagaimana dimaksud dalam pasal 9 ayat (1) huruf c, huruf d, huruf f, dan
atau huruf h, untuk penggunaan secara komersial dipidana dengan pidana
penjara paling lama 3 (tiga) tahun dan atau pidana denda paling banyak
Rp500.000.000,00 (lima ratus juta rupiah).
3) Setiap orang yang dengan tanpa hak dan atau tanpa izin pencipta atau
pemegang hak melakukan pelanggaran hak ekonomi pencipta sebagaimana
dimaksud dalam pasal 9 ayat (1) huruf a, huruf b, huruf e, dan atau huruf
g, untuk penggunaan secara komersial dipidana dengan pidana penjara
paling lama 4 (empat) tahun dan atau pidana denda paling banyak
Rp1.000.000.000.00 (satu miliar rupiah).
4) Setiap orang yang memenuhi unsur sebagaimana dimaksud pada ayat (3)
yang dilakukan dalam bentuk pembajakan, dipidana dengan pidana penjara
paling lama 10 (sepuluh) tahun dan atau pidana denda paling banyak
Rp4.000.000.000.00 (empat miliar rupiah).
English
for Professional
Airline Services
by Sutanto Leo
Penerbit PT Gramedia Pustaka Utama, Jakarta

English for Professional Airline Services
By Sutanto Leo
GM ……………….
First published © 2017 Penerbit PT Gramedia Pustaka Utama

Kompas Gramedia Building, Block I, Lantai 5
Jl. Palmerah Barat 29-37, Jakarta 10270
IKAPI Member, Jakarta 2017
Editor: Retna Dewanti

Book design: Ayu Lestari
Cover design: Suprianto
Cover photo: Tanto
www.gpu.id
All rights reserved. Without limiting the rights under copyright reserved
above, no part of this publication may be reproduced, stored or
introduced into a retrieval system, or transmitted, in any form or by any
means (electronic, mechanical, photocopying, recording or otherwise),
without the prior written permission of both the copyright owner and
the publisher of this book.
ISBN …………..
Printed and bound in Indonesia

by PT Gramedia Printing, Jakarta
Acknowledgements
I would like to express my special thanks to the following colleagues

and friends who have provided me with inspiration, encouragement
and support in the writing of this book.
a. Mr. Brett Whitney for his willingness to proofread the draft of the
entire of this book prior to the publication.
b. Dr. Upiek Haeryah Sadkar, MSc., CHE, the former director of STP
Bandung and the management for the support and encourage-
ment.
c. Dr. Anang Sutono, MM., CHE., the present director of STP Bandung
for allowing the writer to try out the materials with MBP and MPP
classes semester 1 and 2 of STP Bandung.
d. Mr. L. Djajakarsa, SE. Sales Manager of Merpati Airlines Bandung,
for the consultation, tickets, timetables.
e. The Branch Manager of Garuda Indonesia Airways, Bandung for
the consultation, tickets, timetables and magazines.
f. Ms. Poppy Ariani, DHL express Branch manager for the consulta-
tion, brochures, air waybill
g. Mr. Pit Ng, Malaysia Airlines Customer, for the safety instructions
Boeing 747-400P and Airbus A330
h. Malaysia Airlines for the safety instructions Boeing 747-400P and
Airbus A330
i. Dr. F. Xavarius Teguh, MA, a senior expert in travel business for the
consultation.
j. Dra. Sirenia Lucia Wangsanegara, MM, the head of Business Travel
Management of STP Bandung for the consultation and support.
English for Professional Airline Services  vi
k. Bem Hainim, MM, S. Par., CHE, (in memory) a senior lecturer of STP
Bandung for the cargo handling consultation.
l. Jemmy Alexander, MM. Par., SE, a young lecturer and practitioner
of airline services with the resources.
m. Dra. Cucu Kurniati, MM.Par, CHE, a senior lecturer of travel man-
agement for the resources and consultation.
n. Ina Veronika Ginting, M.I.Kom, S.Sos, a young resourceful ticketing
lecturer for the resources and consultation.
o. Indriyani Handyastuti, MSc, S.I.Kom, a lecturer of STPB and a young
expert in airline reservation for the consultation.
p. Dra. Ita Hadian, a very senior lecturer of travel students for trying
out the materials with her students at STIEPAR YAPARI Bandung.
q. Drs. Barli Soebarli, a senior lecturer of English for travels for trying
out the materials with his travel students
r. Martin Welten, ARS International University, for the support and
consultation.
s. The head of language centre of STP Bandung for allowing its lan-
guage learners to try out the materials of the book.
t. Kristining Seva, MPd, SS, a young lecturer of STPB for trying out the
materials in her classes.
Course Design
The aims of the course
English for Professional Airline Services is a course book designed for

front liners of airlines, airline offices, reservation and ticketing offices,
travel agents and airports. This book is also worth learning for airline
cabin crew or flight attendants, students of tourism schools majoring in
travel business, individuals and senior high school students who intend
to join airlines.
This course book, which requires at least 18 hours (12 sessions x 90

minutes), has been designed to meet airline service needs. The book
solely aims:
a. to know how to work for airlines
b. to practice giving service to airline customers
c. to improve learners oral fluency in communication with airline cli-
ents
d. to develop the knowledge, skills and understanding required by
airline employees or trainees to become professional airline front
liners.
The objectives of the course are
a. to practice giving flight information, to handle flight reservation, to

explain flight regulations, to handle flight check-in and departure,
to deliver on-board announcements and services, to give flight ar-
English for Professional Airline Services  viii
rival services, to handle lost baggage complaints, to handle cargo,

and to complete air waybill, etc.
b. to enable learners to self-study practicing the language both in
written and spoken forms through guided, semi-guided, and free
learning activities.
c. to help learners improve their fluency and accuracy in using the
language throughout their future careers.
Tips for teachers
a. Teachers need to be creative and do not apply monotonous teach-

ing techniques and methods. They may start by doing some elicita-
tion, brainstorming, telling experiences, stories, anecdotes, asking
a quiz, doing small games related to the topics taught, etc.
b. Teachers create relaxed atmosphere, encourage learners to speak,
appreciate every speaking effort done by learners but do not dis-
courage learners by giving very slight or direct corrections, giving
negative comment, or looking down the learners.
c. Teachers create classroom activities as close as to real life situa-
tions.
d. Teachers provide learners with ample opportunity to practice using
the language both in writing and speaking in the classroom
e. Teachers are not only facilitators but also as a partner in pair work
or a member of group to certain learners or groups.
f. Teachers elicit and discuss the special words, phrases or expres-
sions before or after discussing the lessons.
g. Teachers note the main language problems of the learners and give
them general feedback sometime.
h. Teachers do not have to finish each unit for each learning period.
i. Teachers can ask learners to learn to answer to do the exercises be-
fore coming to the class.
j. Teachers encourage learners to study autonomously.
Course Design  ix
Tips for learners
a. Learners who want to develop themselves in learning how to work

for airlines should become self-starters and motivators.
b. Learners’ only way to acquire fluency and accuracy in using the
language is to practice, practice and practice both in writing and in
speaking.
c. Learners can always practice speaking or writing with their class-
mates without the presence of a teacher.
d. Learners do not have to worry with pronunciation, grammar or
structures. By practicing, learners get more aware with pronuncia-
tion, grammatical points, and any other language skills.
Assessment
The most suitable way to know learner’s ability to speak is through

speaking test. We may think that speaking test is time consuming more
over with big classes. Size of the class should be considered when plan-
ning a speaking test. For small classes comprising less than 10 learners,
teacher will not have problem to give speaking test individually. For 11
to 20 learners, the speaking test can be given in pair, for 21 to 30 learn-
ers, the test may be given in group of three, etc.
Teachers should give learners clear information about the time and
length of time for the test, the organization and the marking system,
and how the speaking test is conducted. Teachers should be able to cre-
ate a conductive and relaxed atmosphere and to find the learners’ abil-
ity in speaking.
During the speaking test, learners should be involved in asking & an-
swering questions, asking for clarification, describing things, clarifying,
negotiating meaning, agreeing or disagreeing something, etc. and the
teacher can get involved in speaking while marking them.
Teachers apply the following speaking band scale. Prior to that
teachers should do some piloting application before using the band
scale. It means teachers should understand clearly the idea of the band
scale and are able to distinguish one band scale from the others. For
English for Professional Airline Services  x
example Band A ranges from 86 to 100, it shows that in this band, test
ers still have to consider whether the learners go 86, 87, 88, 89,90, … or
100. A learner can get 100, if s/he fits to it. It is true that the learner’s
speaking can be better than the teacher or examiner as s/he has
learned speaking better than the teacher.
Speaking Band Scale
Scale Descriptions
Native-like fluency. No hesitation. Completely compre-
Band A hensible. Consistent accuracy with full command of
(86 - 100) complex structure and no need repair. Complete mas-
tery of text organization and appropriacy of style. Flexi-
ble interaction conducted at high speed. Complete com-
mand of accuracy to oral interaction.
Almost no hesitation. Highly comprehensible. Clear mes-
Band B sage with only minor loss of detail and little need for re-
(71 - 85) pair. Wide mastery of text organization and appropriacy
of style. Ready in oral interaction but with minor lapses
in fluency. Very good grasp of accuracy to the interac-
tion.
Occasionally hesitation. Still comprehensible. Almost
Band C clear message but with frequent loss of detail and fre-
(56 - 70) quent need for repair. Basic mastery of text organiza-
tion but an uncertain grasp of style. Limitations restrict
participation in oral interaction at times, with fairly fre-
quent lapses in fluency. Moderate grasp of accuracy to
the interaction.
Course Design  xi
Frequent hesitation. Difficult to comprehend. Many

Band D problems with moderate-level interaction. Constant
(10 - 55) need for repair. Little appreciation of text organization
and little grasp of style. Interaction at normal speed is
limited, requiring a sympathetic interlocutor. Basic level
of accuracy to the interaction
Leo (2016), English for Everyday Speaking, Yogyakarta: Andi Offset
Additional information
The files and the glossary in the back part of the book are very impor-
tant both for the teachers and learners. The files consist of answer keys
to exercises given, for example: File 2.15 is meant for Unit 2 Task 15,
and some language games. The glossary which is in English to Indone-
sian format only is very helpful both for the learners and the teachers.
However, the writer realizes that this book is not perfect therefore con-
structive criticism and suggestions are very welcome to sutanto.leo26@
gmail.com or hand-phone number 0815 7204 9988.
Table of Contents
Acknowledgements v
Course design vii
1. Greeting and Introduction 1

2. Spelling System in English 9
3. Pronouncing Words for Airlines 19
4. Travel Activities 32
5. Giving Flight Information 41
6. Airports, Airline Codes and Flight Timetables 52
7. Explaining Flight Regulations 62
8. Electronic and Traditional Airline Tickets 80
9. Handling Flight Reservation 91
10. Flight Check-in and Departure 105
11. On-Board Announcements 120
12. On-Board Services 137
13. Flight Arrival Services 149
14. Lost Baggage Complaints 160
15. Handling Cargo 171
16. Completing Air Waybill 183
17. Writing Application Letters 198
18. Attending Job Interviews 216
English for Professional Airline Services  xiv
References 229
Files 233
Glossary 255
About the Author 271

Unit 1
Greeting and Introduction
Activity 1
Greeting is an act of welcoming other person on meeting. Introduction

is making something known for the first time, or formally telling each
other name. The following phrases or sentences are common expres-
sions for greeting and introduction.
 Hi.

 Hello.

 Good morning.

English for Professional Airline Services  2
 Good afternoon.

 Welcome to Bandung.
 How are you?

 How are you doing?

 How’s life?

 How’s everything with you?

 How do you do?

 Good, thanks.

 Fine, thanks.

 Very well, thanks.

 Just fine, thank you.

 Not bad, thank you.

 I’m very well, thank you.

 I’m
glad to meet you.
 Nice to meet you.

 Nice
to meet you, too.
 It’s nice to meet you.

 It’s good to see you.


Good bye.
 Bye-bye

 See you.

 See
you later.
 See you on Monday.

 I’ll see you soon.

 I hope to see you soon.

 I’d like you to meet Michael.

 I want to meet you to Mr. Rudy.

 I’d like to introduce my friend, Esther to you.

 I’d like to introduce you to my friend, Joshua.

Greeting and Introduction  3
 David, this is my friend Abi Gail.

 Abi, meet you to my friend David.

 Are you Mrs. Uenee Kim?

 Is your name Young Chu?

 Do you know Adam?

 Have you met Budi?

 What did you say your name was?

 Could you say your name again, please?

 I’m sorry I can’t remember your name, could you say it again?

Activity 2
The expressions above include formal and informal greeting and intro-
duction. If you speak to your customers or guests, you are advised to
use formal expressions. From the list above, which do you think are for-
mal expressions? Please tick them.
Activity 3
Informal expressions are usually used when welcoming friends. Formal

greeting are used for guests or customers. Study the following the fol-
lowing informal and formal dialogues.
Dialogue a
Meeting a close friend (an informal dialogue)

Yulita : Hi. Alin.
Alin : Hi
Yulita : How are you?
Alin : Fine thanks, and you.
Yulita : Just fine, thank you.
Alin : How was your weekend?
Yulita : It was great. I went to Pangandaran beach with my fam-
ily.
We stayed a night there. We had a wonderful night.

What did you do?
Alin : I had a walk to Tangkuban Perahu with some friends.
Yulita : Wow, fantastic.
Dialogue b
Introducing a friend
Hendry : Hi, Jo. How are you?
Joshua : Fine, thanks. And you?
Hendry : Good, thanks.
Joshua : Hendry, that is Martha. Have you met her?
Hendry : No, I haven’t.
Joshua : Hi, Martha. How are you doing?
Martha : Fine, thank you. And you?
Joshua : Not bad, thanks.
Esther, this is my friend, Hendry
Esther : Hi, nice to meet you, Hendry.
Hendry : Nice to meet you, too.
Dialogue c (a formal dialogue at the airport)
Malya driver : Good evening madam. Are you Mrs. Evalia Whitney?
Eva Whitney : Oh, yes I am.
Malya driver : I am a driver from Malya Hotel.
Eva Whitney : Okay.
Malya driver : The car is over there Mrs. Whitney, can I bring your lug-
gage.
Eva Whitney : Yes, please.
Malya driver : How was your journey Mrs. Whitney?
Eva Whitney : It was a bit tiring because of the long delay of the flight.
Malya driver : I am sorry to hear that. I hope you can take rest soon
after arriving at the hotel.
Eva Whitney : Yes, thank you.
Dialogue d (a formal dialogue)
Introducing yourself
A tour guide : Good morning, welcome to Bandung city tour.
John Stone : Good morning, thank you.
A tour guide : I’m David your guide of today. May I know your name
please?
John Stone : My name is John Stone from New Zealand.
A tour guide : Nice to meet you, Mr. Stone.
John Stone : Nice to meet you too, David.
A tour guide : I hope you’ll enjoy our today’s tour.
John Stone : Thank you. I hope so.
Activity 4
Work in pair or group of three to practice dialogues 3a, b, c, d using

your own names. Try to use some other expressions in Exercise 1. After
practicing the dialogues, a vocabulary game can be given, see File 1.4.
Activity 5
Getting to know your new friend. Look at the following items or ques-
tions, you may need to ask to your new friend. Before asking your
friend, please discuss how to make questions for each item. For ex-
ample: Name …
a. I’m Joko. What’s your name?
b. May I know your full name please?
c. Could you tell me your name again please?
Activity 6
You are still with your partner or with your new partner. Use the items
below to ask your friend and try to get as much as information about
him/her.
Interview Form
Name :
Place & Date of birth :
Address :
Hobbies :
Languages s/he speaks:
Places of interest have been visited:
Things s/he likes about the places of interests:
Things s/he does not like about the places of interests:
Cultural attractions have been watched/seen:
Special comment about those attractions:
Places of interest & attractions you recommend for tourists to

visit and the reasons:
Activity 7
The following questions help you to make sure the questions you have
written in Activity 5 or you may have different questions. Please com-
pare the questions you have written with the following questions.
I’m Arsa. What’s your name?

Could you tell me your (full) name, please.
Can I have your name, please.
Where do you live?

Where do you stay?
Can you tell me where you live?
What’s your address?
How old are you?

When were you born?
What’s your birth-date?
When did you last celebrate your birthday?
Were you born in December? What date?
Could you tell me what your hobbies are?

What is your hobby?
What are your hobbies?
What do you like doing in your spare time?
What do you do in your leisure time?
Do you like travelling?

Which places of interests have you visited?
When did you go there?
How did you like them?
What do you like about those places of interest?

How do you like them?
Do you like the scenery, people, culture, or what?

What made you decide to visit those places?
Is there anything that you dislike about those places of interest?

What three things do you dislike about them?
Do you have any special comment on them?
Activity 8
Report orally the result of your interview to the whole class.

For example:
I’ve just interviewed David, my partner. David’s full name is David

Mahadika Widyanto. He lives with his parents in Margahayu Raya,
Bandung. He was born on ………., 19.. in Bandung. He likes singing and
playing musical instruments.
Activity 9
Work individually to write the result of your interview in two or three

paragraphs. If you have finished, give your writing to your partner
again. Read your partner paragraphs and identify any language prob-
lems by underlining the words, phrases or sentences.
Unit 2
Spelling System in English
Source: lewisroom20.blogspot.com
Activity 1
Spelling system is often used in travel services such as in airline ticket-

ing, accommodation and restaurant bookings. Study the following ex-
pressions.
Could you spell your name please?

How do you write your name?
Spell your name please?
Where do you come from?

Where are you from?
Are you from Sumatra?
What is your nationality?
What is your country of origin?
Where is it about?
Where (is it) about in Yogyakarta?
Which part of central Java is it?
I am from….
I come from….
My nationality is….
I am an Australian. My home town is Melbourne.
Activity 2
Read the following dialogues with your partner.
Learner A : Hi, your name is Martinus, isn’t it?

Learner B : Yes, I am Martinus.
Learner A : I heard you’re from Kalimantan.
Learner B : That’s right. I come from west Kalimantan.
Learner A : Where is it about?
Learner B : It’s Sanggau, S-a-n-g-g-a-u but I’m sorry I can’t remem-
ber your name.
Learner A : I’m Andre, A-n-d-r-e.
Learner B : Oh, yes Andre, where do you come from?
Learner A : I’m from Magelang, M-a-g-e-l-a-n-g, Central Java.
Learner B : Oh, right?
Spelling System in English  11
Activity 3
Did you spell the name in Activity 2 correctly? Look at the following list
of letters with the sound symbols and practice to pronounce them.
SOUNDS LETTERS NOTE

/ei/ A, H, J, K Common mispronounced letters
/i:/ B, C, D, E, G, P, T, V, (Z) A, E, I, H
/e/ F, L, M, N, S, X, Z F,V, P
/ai/ I, Y G, J, Y
/ou/ O
X, Z
/u:/ Q, U, W
Q, U, W
/a:/ R
This is how the alphabet is spelled.

Aa Bb Cc Dd Ee Ff Gg Hh Ii
[eI] [bi:] [si:] [di:] [i:] [ef] [d�i:] [eI tʃ] [aI]
Jj Kk Ll Mm Nn Oo Pp Qq Rr
[d�eI] [keI] [el] [em] [en] [ǝʊ] [pi] [kju:] [ɑ:]
Ss Tt Uu Vv Ww Xx Yy Zz
[es] [ti:] [ju:] [vi:] [dʌblju:] [eks] [waI] [zed]
Activity 4
Work in pair to practice spelling names and places. Please follow the
model of conversations in Activity 2 for Activity 4, number A.
a. Martinus, West Kalimantan, Sanggau – Andre, Magelang, Central
Java
b. Monang, North Sumatra, Tapanuli – Sitiyono, Surabaya, East Java
b. Dudy Supriyadi, West Java, Bandung – Witama, Nusa Dua, Bali
c. Grace, North Sulawesi, Manado – Martha, Palembang, Sumatra
d. Paskal, West Papua, Timika – Quintan, Lombok, NTB
e, Pattinusa, Nangro Aceh Darusalam, Pidie – Zaxindo, Sampang,
Madura
f. Franky, Samarinda, Kalimantan – Hazbullah, Bengkulu, South Suma-

tra
g. Zao Ping, Kuala Lumpur, Malaysia – Hadiwinata, Garut, West Java
Activity 5
Dictation. Your teacher will spell ten words or phrases related to travel
services using the spellings based on the sound system. Please listen
and write them. File 2.5.
Activity 6
Study the following list of letters according to the British and American
Systems. You may use either system. The most important thing is that
you have to be consistent.
British System American System

A for Andrew N for Nellie A as in Alpha N as in November
B Benjamin O Oliver B Bravo O Oscar
C Charlie P Peter C Charlie P Papa
D David Q Queenie D Delta Q Quebec
E Edward R Robert E Echo R Romeo
F Frederick S Sugar F Foxtrot S Sierra
G George T Tommy G Golf T Tango
H Harry U Uncle H Hotel U Uniform
I Isaac V Victory I India V Victor
J Jack W William J Juliette W Whisky
K King X Xmas K Kilo X X-ray
L Lucy Y Yellow L Lima Y Yankee
M Mary Z Zebra M Mike Z Zulu
Activity 7
Test your partner to spell all letters in alphabetical order either using
the British or American systems. Do not look at the note.
Activity 8
Learn the following dialogues focusing on the spelling system above.

David : Hello, I’m David. What’s your name?
Cassy : My name is Cassy.
David : Kasih? Can you tell me how you write your name?
Cassy : That’s Cassy, C for Charlie, A for Alpha, S for Sierra, and
Y for Yankee.
David : You’re an American, aren’t, you?
Cassy : Yes, I’m from Texas, T as in Tango, A as in Alpha, G as in
Golf, and O as in Oscar, and where do you come from?
David : I’m Javanese. I was born in Purworejo, Central Java.
Cassy : How do you spell it please.
David : Purworejo, P for Papa, U for Uniform, R for Romeo, W
for Whisky, O for Oscar, R for Romeo, E for Echo, J for
Juliette, and O for Oscar.
Cassy : Purworejo. Thank you.
Activity 9
Work in pair to practice spelling names and places using either Ameri-
can or British system. Follow the model of Dialogue in Activity 8, it is
based on Activity 9 number a.
a. Cassy, American, Texas – Purworejo, Central Java
c. Paul Nation, New Zealander, Wellington – Pekanbaru, Sumatra
d. Howel Coleman, British, Leeds – Madura, East Java
f. Allaudin, Malaysian, Selangor – Balikpapan, Kalimantan
g. Raam Punjabi, Pakistani, India – Melbourne, Australia
h. Tanom Chit, Thai, Bangkok – Padang West Sumatra
i. Yeonhee Dong, Korean, Seoul – Singapore
j. Sonoko Tanaka, Japanese, Tokyo – Bogor, West Java

k. Anna Gnoinska, Polish, Sosnowiec – Rome, Italy
l. Aquino, Philippine, Manila – Nagasaki, Japan
Activity 10
Study the following list of countries, the people & adjectives and the
spoken languages.
Countries, people & adjectives, and spoken languages
People & Spoken

Countries
Adjectives Languages
America American American English
Algeria Algerian Arabic and French
Argentina Argentine Spanish
Australia Australian English
Austria Austrian German
Belgium Belgian Flemish, Dutch, and French
Brazil Canada Brazilian Canadian Portuguese
China Chinese English and French
Mandarin and Chinese
Finland Finish Finnish and Swedish
Irish Irish Irish and English
Israel Israeli Hebrew and Arabic
Malaysia Malaysian Malay, Tamil, English and Chinese
Mexico Mexican Spanish
Philippines Philippine Tagalog and English
Singapore Singaporean Malay, Chinese, Tamil and English
Switzerland Swiss German, French, and Italian
Taiwan Taiwanese Chinese
…………… ………………. ……………………………..
…………… ………………. ……………………………..
…………… ………………. ……………………………..
…………… ………………. ……………………………..
…………… ………………. ……………………………..
Activity 11
Add five more countries, people & adjectives, and spoken languages
that you know to the list.
Activity 12
Work in pair to practice using the countries, adjectives, and languages

in a dialogue like the example below.
Dialogue
Learner P : I believe you’re a Malaysian.

Learner Q: That’s right. I am from Malaysia
Learner P: What languages are spoken in Malaysia?
Learner Q: We speak Malay, Tamil, English and Chinese.
Learner P: Which languages do you speak?
Learner Q: I speak Malay and Chinese
Learner P : Good.
Activity 13
Write sentences using the countries, the adjectives, and the languages.
Number one is done for you.
1. Mahatir Muchamad is a Malaysian. He was a very successful Prime
Minister of Malaysia. He speaks Malay and English.
2. ………………………………………………………………………………………
3. ……………………………………………………………………………………..
4. ……………………………………………………………………………………..
5. ……………………………………………………………………………………
Activity 14
American and British English is spoken in Indonesia. The following

words and phrases help you identify which of them are American or
British English. The first group of words is given as examples.
Group 1
No. British English (BE) American English (AE)

1. traveller’s cheque traveler’s check
2. single ticket one way ticket
3. return ticket round ticket – two way ticket
4. telephone box telephone booth
5. plasters bandages
Activity 15
Match the words or phrases in the left with the right words in the right
column by drawing lines.
Group 2
6. baggage beach chair

7. city centre bus
8. coach connect (telephoning)
9. deckchair curriculum vitae
10. ground floor downtown
11. layover first floor
12. put through luggage
13. railway station sink
14. resume, biodata stopover

15. washbasin, washbowl train station
Activity 16
Find the American and British English words or phrases, and write 5
more others.
Group 3

16. car hire
17. engaged
18. aircraft
19. the gents/the ladies
20. chips
21. cab
22. cop
23. tap
24. mail box
25. bar
26.
27.
28.
29.
30.
Activity 17
Some words are written slightly differently. Study the following exam-
ples and please add more to the examples.

1. colour color
2. programme program
3. traveller traveler
4. cheque check
5. honour honor
6. centre center
7. grey gray
8. favourite favorite
9.
10.
11.
12.
13.
14.
15.
Activity 18
Work in pair to test each other. One of you mentions the BE or AE
and the other says the AE or BE.
Unit 3
Pronouncing Words for

Airlines
Source: dltk-kids.com
Activity 1
Study the following Dictionary Pronunciation Guidelines
The following pronunciation guidelines are adopted from Cambridge

Advanced Learner’s Dictionary, 2nd edition © Cambridge University
Press 2005. All the pronunciations use the International Phonetic Al-
phabet (IPA). All of the symbols are shown in the opening part or clos-
ing part the dictionary. If there are two possible pronunciations, both of
them are shown and separated by a comma.
a. British and American pronunciation.

If it only shows one pronunciation for a word then it is acceptable
in British and American English. If there is a difference, it shows the
British pronunciation first, followed by the American pronunciation
after the symbol (US). It only shows the part of the American Eng-
lish pronunciation which is different, like this:
storehouse /’stɔːhaʊs/ (US) /’stɔːr-/ noun [C]
b. Stress
Stress patterns show you which parts of a word you should empha-
size when you say the word. It shows stress marks in front of the
part of the word that should be emphasized.
/’/ (the primary stress symbol)
This symbol shows you the part of a word that you should empha-
size most. For example, in the word picture /’pɪktʃər/ you should
emphasize the first part and in the word deny /dɪ’naɪ/you should
emphasize the second part.
/ˌ/ (the secondary stress symbol)

This symbol shows you the part of the word that has the second
most important emphasis. This is important if you are pronouncing
a long word with three or more syllables. For example, in the word
Pronouncing Words for Airlines  21
submarine /,sʌb.mə’riːn/ the main emphasis is on the last part of

the word but you should also put slight emphasis on the first part
of the word as well.
There are some compound nouns and phrases (e.g. barn dance,
barrier cream) where it does not show a separate pronunciation,
because the pronunciations of both of the words in the phrase are
shown in other parts of the dictionary. You still need to know about
the stress in the phrase. It shows this by using stress markers above
and below the words in the phrase, like this: ‘barn, dance
c. Syllables
In all of the pronunciations there are marks to show you how many
syllables the word has. The syllable mark is like a full stop. It comes
before each new syllable. For example, in the word standard
/’stændəd/ the syllable mark shows you that the word has two
syllables. If it shows stress marks in a word, these also show when
a new syllables starts. So in a word like banana /bə’nɑːnə/ the
stress mark and syllable mark shows you that there are three syl-
lables in the word.
d. Strong forms and weak forms

Some very common words (e.g. and, them, of) have strong and
weak pronunciations which are different. The weak forms are more
common. For example, the word them is shown like this in the dic-
tionary: them STRONG /ðem/, WEAK /ðəm/
In a sentence such as ‘I saw them leave’ the weak form /ðəm/
would be used. If you need to emphasize the word them then you
need to use the strong form. For example, in the sentence ‘They
said they saw me but I didn’t see them’ the strong form /ðem/
would be used.
Activity 2
Pronunciation Symbols
Each dictionary has slightly different symbols of pronunciation. Learn
and compare between the following two dictionaries. First is pronuncia-
tion symbols of Cambridge Advanced Learner’s Dictionary, 2nd edition
© Cambridge University Press 2005 and the second is Longman Diction-
ary Contemporary English © Longman Group UK Limited 1993 (Old Edi-
tion).
a. Cambridge Advanced Learner’s Dictionary, 2nd edition © Cam-

bridge University Press 2005
b. Longman Dictionary Contemporary English © Longman Group UK

Limited 1993 (Old Edition)
Activity 3
Practice Pronouncing Words
a. Pronounce the following words. Notes: verbs (v), noun (n), adjec-
tive (adj), conjunction (conj), British English - UK (BE) and American
English - US (AE).
Pronunciations
No Words
UK US
1 airline /ˈeə.laɪn/ /ˈer-/
2. aircraft /ˈeə.krɑːft/ /ˈer.kræft/
3. airport /ˈeə.pɔːt/ /ˈer.pɔːrt/
4. altitude /ˈæl.tɪ.tjuːd/ /-t̬ə.tuːd/
5. baggage /ˈbæɡ.ɪdʒ/ /ˈbæɡ.ɪdʒ/
6. boarding /ˈbɔː.dɪŋ/ /ˈbɔːr-/
7. bumpy /ˈbʌm.pi/ /ˈbʌm.pi/
8. cabin /ˈkæb.ɪn/ /ˈkæb.ɪn/

9. captain /ˈkæp.tɪn/ /-tən/
10. cockpit /ˈkɒk.pɪt/ /ˈkɑːk-/
Pronunciations
No Words
UK US
1 cloud /klaʊd/ /klaʊd/
2. crew /kruː/ /kruː/
3. compartment /kəmˈpɑːt.mənt/ /-ˈpɑːrt-/
4. device /dɪˈvaɪs/ /dɪˈvaɪs/
5. emergency /ɪˈmɜː.dʒən.si/ /-ˈmɝː-/
6. estimate /ˈes.tɪ.meɪt/ /ˈes.tɪ.meɪt/
7. electronic /ɪˌlekˈtrɒn.ɪk/ /-ˈtrɑː.nɪk/
8. exit /ˈek.sɪt/ /ˈeɡ.zɪt/ /ˈek.sɪt/ /ˈeɡ.zɪt/
9. flight /flaɪt/ /flaɪt/
10. flying /ˈflaɪ.ɪŋ/ /ˈflaɪ.ɪŋ/
Pronunciations
No Words
UK US
1 lavatory /ˈlæv.ə.tər.i/ /-tɔːr.i/
2. fasten /ˈfɑː.sən/ /ˈfæs.ən/
3. gate /ɡeɪt/ /ɡeɪt/
4. height /haɪt/ /haɪt/
5. illuminate /ɪˈluː.mɪ.neɪt/ /ɪˈluː.mɪ.neɪt/
6. inflate /ɪnˈfleɪt/ /ɪnˈfleɪt/
7. landing /ˈlæn.dɪŋ/ /ˈlæn.dɪŋ/
8. number /ˈnʌm.bər/ /-bɚ/
9. passenger /ˈpæs.ən.dʒər/ /-dʒɚ/
10. priority /praɪˈɒr.ɪ.ti/ /-ˈɔːr.ə.t̬i/
Pronunciations
No Words
UK US
1 release /rɪˈliːs/ /rɪˈliːs/
2. seat /siːt/ /siːt/
3. shortly /ˈʃɔːt.li/ /ˈʃɔːrt-/
4. take-off /ˈteɪk.ɒf/ /-ɑːf/

5. temperature /ˈtem.prə.tʃər/ /-pɚ.ə.tʃɚ/
6. ticket /ˈtɪk.ɪt/ /ˈtɪk.ɪt/
7. tray /treɪ/ /treɪ/
8. turbulence /ˈtɜː.bjʊ.ləns/ /ˈtɝː.bjə-/
9. upright /ˈʌp.raɪt/ /ˈʌp.raɪt/
10. weather /ˈweð.ər/ /-ɚ/
Pronunciations
No Words
UK US
1 answer /’ɑ:nsər/ /’æn sɚ/
2. ask /’ɑ:sk/ /’æsk/
3. basket /’bɑ:skɪt/ /bæskɪt/
4. branch /brɑ:nt ʃ/ /brænt ʃ/
5. craft /krɑ:ft/ /kræft/
6. dance /dɑ:ns/ /dæns/
7. raft /rɑ:ft/ /ræft/
I scream for
ice cream.
http://pngimg.com/img/food/ice_cream
Activity 4
Practice Writing Words and Pronunciations
a. The following pronunciations (phonetic transcriptions) of words

are often heard as they belong to high frequency words. Write the
words and if you have problems, do not hesitate to consult with
your dictionary. One is given as an example.
No Words Pronunciations
1 acknowledge (verb) /ək’nɒl.ɪdʒ/
2. /’æd.ɪkt/
3. /’æm.ə.tər/
4. /ə’pɒl.ə.dʒaɪz/
5. /ə’priː.ʃi.eɪt/
6. /ə’prəʊtʃ/
7. /bɔːld/
8. /’beɪ.bi.sɪt/
9. /’bæl.ənt s/
10. /biː/
1 /baɪt/
2. /tʃɑːdʒ/
3. /’tʃeə.mən/
4. /’tʃɪə.fəl/
5. /klaɪm/
6. /tʃɔɪs/
7. /dæd/
8. /dɪər/
9. /ɝːn/
10. /ɪ’ræd.ɪ.keɪt/
1. /ɪ’skɔːt/
2. /’frædʒ.aɪl/
3. /fjʊəl/
4. /greɪd/
5. /’gær.ən’tiː/
6. /’gɑː.bɪdʒ/
7. /’hɑː.dən/
8. /’hɑːt.biːt/
9. /ɪn’teg.rə.ti/
10. /ɪn’æk.tɪv/
11. /ɪm’pɒs.ɪ.bl/
b. Write pronunciations of the following words and practice pro-

nouncing them. Two examples are given.
1 record (verb) /rɪ’kɔːd/
2. record (noun) /’rek.ɔːd/
3. example
4. thing
5. think
6. sink
7. right
8. knight
9. night
10. eight
1 color
2. collar
3. even
4. event
5. breathe
6. breath
7. bread
8. floor
9. flower
10. flour
11. flavor
1 taught
2. thought
3. hi
4. high
5. hear
6. here
7. censor
8. sense
9. worse
10. verse
11. first
1 advertise
2. advertisement
3. examine
4. examination
5. present
6. presentation
7. minute
8. mature
9. prejudice
10. exhausted

c. Check the pronunciations and meanings of the following group of

words. Two groups are given as examples.
No. Pronunciations and meanings
1. a. aisle /aɪl/ n.: a long narrow space between rows of seats

in an aircraft, cinema or church
b. isle /aɪl/ n.: literary (used especially in place names) an
island; Caribbean isles
c. I’ll /aɪl/ : contraction of ‘I will’
2. a. bare /beə(r)/ adj. : without any clothes or not covered by

anything
b. bear /beə(r)/ vb. : to accept, tolerate or endure especially
something unpleasant
c. bear /beə(r)/ n. : a large, strong wild mammal with a
thick furry coat that lives especially in colder parts of
Europe, Asia and North America
be and bee, by and buy, bean and been, cent and scent and sent,
cereal and serial, cite and sight and site, council and counsel, days
and daze, dear and deer, for and fore and four, grate and great and
greet, heal and heel and he’ll, idol and idle, knew and new, knight
and night, lightening and lightning, made and maid, mail and male,
principal and principle, throne and thrown, waist and waste, wait
and weight, way and weigh, weather and whether
d. Find and write fifty common words or jargons used in airlines

and write the pronunciations. Pronunciation is very important for
teachers who are supposed to be classroom models. Checking the
pronunciation of specific words that we are not sure with their pro-
nunciations is a must. Dictionaries are the right sources to consult
with not only in terms of the meanings of words but also to strive
to correct pronunciations.
Examples:
Words British English American English
1. detector /dɪˈtek.tər/ /-tɚ/
2. destination /ˌdes.tɪˈneɪ.ʃən/ /ˌdes.tɪˈneɪ.ʃən/
3. document /ˈdɒk.jʊ.mənt/ /ˈdɒk.jʊ.mənt/
4. overweight /ˌəʊ.vəˈweɪt/ /ˌoʊ.vɚ-/
5. handbag /ˈhænd.bæɡ/ /ˈhænd.bæɡ/
6.
7.
8.
9.
10-50.
Unit 4
Travel Activities
Source: https://www.facebook.com/evalia.whitney/media_set?
To make a travel, a tourist does a lot of activities starting from planning

the travel, preparing travel documents, booking tickets and accommo-
dations, going from one place to another, dining in restaurants, swim-
ming, taking photos, shopping, buying souvenirs, etc.
Activity 1
Work individually. Write words or phrases related to tourist activities

in 5 minutes. The words or phrases should be out of the list below. The
Travel Activities  33
winner is the one who can write the most words and phrases. The win-
ner will write his words on the board.
Activity 2
Look through the following words or phrases. Tell your partner what
you know about them. No a. (home town) is given as an example.
(Note: To replace this activity, a describing game can be given, see File
4.1.)
Student A : Can you tell me what you know about hometown?

Student B : Hometown is a town where a person is born or comes from.
a. home town n. bus station

b. transportation o. railway station
c. private p. port/harbour
d. public q. airport
e. tourist r. destination
f. traveller s. accommodation
g. visitor t. hotel
h. bus u. motel
i. train v. inn
j. ship w. activities
k. airline x. business
l. taxi y. pleasure
m. terminal z. official
Activity 3
Work in group of three to do a describing game. One member of the

group describes one of the words in the list above or the words they
have written down in Task 1, the others guess what s/he describes. Do
it in turns. The winner is the one who can guest the most words.
Activity 4
Work in group of three to tell each other your travelling experience. You
feel free to interrupt and add more related questions if you want to.
The following points may guide you what to tell.
a. Your travelling activities from your home address to the destination
and going back home
1. When did you travel?
2. Where did you go?
3. What places did you visit?
4. Which attraction/place did you like best?
5. Which attraction/place you didn’t like? Why?
6. Whom did you go with?
7. How long did you travel?
8. What was your best experience? Please explain.
9. What was your worst experience?
10. How much did you spend for your travelling?
b. The accommodation you had when you made a trip

1. Where did you stay?
2. How did you like the accommodation?
3. Was there anything that you didn’t like about the accommoda-
tion?
4. What were they?
5. Why?
c. The transportation you used

1. What kind of transportation did you use?
2. Which means of transportation did you like best? Why?
3. How was the fare of each transportation?
d. The food and drink you had

1. In which restaurant did you have your food?
2. Was it expensive? How much did you spend?
3. Which restaurant and food did you like most?

4. Which food did you like best? Why?
e. The souvenir you bought

1. What souvenir did you buy?
2. How much was it or were they?
3. Who were they for?
4. Why did you give them?
Source: bandungstraat.com
Activity 5
Write your travelling experience in paragraphs on a piece of paper. The

information should cover the whole points above. Your experience hap-
pens in the past so you have to use past tense.
Activity 6
Peer correction. Give your paper to your neighbour. Let her/him give
some corrections to your writing. Revise your writing and give it to your
teacher.
Activity 7
Look at the chart of the flow of tourist’s activities. Describe orally what
tourist should do before leaving his house. What should be done when
using private or public transportation? What would be done at destina-
tions, hotels, etc?
Example:
Before travelling, a tourist plans where to go, when to depart,

how to travel, where to stay and calculates the budget. He may
arrange the travel either by himself or by the help of a travel
agent. He should have got the travel documents needed like
passport, identity card, traveller’s cheque, etc. He does some
packing to make sure to bring enough clothes, …. (please, con-
tinue)
Activity 8
Write a description of how a tourist travels starting from home and go-
ing back to home. Remember that activities which are done regularly or
routine activities are written in present tense.
THE FLOW OF TOURIST’S ACTIVITIES
Tourist’s home,
hometown or country

Before leaving:
planning, budgeting, arranging travel documents, booking
tickets, reserving rooms, changing money and packing, etc.
 
Public Transportation: Private Transportation:
bus, train, ship, airline, etc. car, motorbike, (plane) etc.
  Stopover:
Terminal:
bus, railway station, airport, harbour/port at rest area, restaurant,
mosque for a rest & dining

Arriving in the next terminal
or destination

Transportation to the hotel or house: Arriving at the hotel
bus, taxi, car, etc. ship, airline or destination.

In the destination (hotel, place of interests, attractions):
meeting, business, shopping (souvenir), visiting friends, sightseeing, eating,
drinking, messaging, swimming, exercising, sleeping, dreaming, etc.

Going back home
Activity 9
Study the following less formal and formal expressions.
Less formal expressions Formal expressions

Hi! Good morning.
Hi, mates. How’s life? Good afternoon, sir. How are you?
Hallo guys. Good evening, madam.
Heeh? I beg your pardon, madam?

What? I’m sorry sir, could you say that
What you said? again please.
I’m sorry, I couldn’t catch what
you said.
What is your name? Could I have your name, please?

And address? And your address, please?
Where is your passport? Can I have your passport, please?

Your credit card expired. I’m afraid your credit card has ex-
pired, madam.
You take non-smoking seat, Would you prefer to have a non-

sir? smoking seat, sir?
You like a smoking area? Which do you prefer a smoking
Seat by the window, madam? or…?
Would you like to have a seat by
the window, madam?
You can not smoke in here. I’m sorry sir, smoking is not per-
Don’t leave your bag in here. mitted in this area.
I think you’d better bring your bag
with you, sir.
Bye-bye. I hope to see you again.

See you. I look forward to seeing you.
Goodbye
You follow me. Would you like to follow me,

Come this way. please?
Would you like to come this way,
sir?
Thanks a lot. Thank you very much.

Thanks. Very well, thank you.
OK It’s alright, sir.

Why not? Certainly, sir.
Do you need help? Could I help you, sir?

What do you want, sir? What can I do for you, madam?
Forget it. You’re welcome.

Same-same Don’t mention it.
Beefsteak or fried chicken? Which do you prefer a beefsteak

What do you eat? or fried chicken, sir?
What would you like to have,
madam?
Just, wait! I’ll be back in a moment.

I’m coming back. Would you wait for a moment, mad-
am?
Activity 10
When speaking to a guest or customer we are advised to use formal

language. However, if the guest or customer asks to speak informally,
then we have to do so. Think of any other situations in travel services.
Write some more less formal and formal expressions.
Less formal expressions Formal expressions

Unit 5
Giving Flight Information
Activity 1
A travel agent has a capacity to provide flight information. Look over

and study the following expressions commonly used when giving flight
information.
 Good morning, Enhaii Travel. May I help you?

 Garuda Airline, good morning. How may I help you?
 Good afternoon, Bayu Buana. What can I help you?

 Hold the line, please.
 Would you like to hold on, please?
 Would you like to hold the line or would you call him back later?
 Will you hold or will you call back?
 I’m sorry the line is engaged/busy.

 I’m sorry there is no reply.
 I’m sorry, it’s a bad line, could you put the telephone down and dial
again, please.
 I’m sorry sir, she is not in at the moment.
 I’m sorry, Mr. Jaka, the line is engaged/busy.
 I’ll put you through.

 I’ll try to connect you.
 I’m trying to connect you, please hold the line.
 Would you like to wait or would you like to leave a message?
 Would you like to call him back?
 Would you like to hold the line, please?
 Would you like to leave a message?
 Could I take a message?
 Could I know who’s calling, please?

 May I know who’s speaking, please?
 Who shall I say is calling?
 She is not available. Who can I say called?
 Is there anything I can help you with?
 I’m sorry to keep you waiting, sir.

 I’m sorry to have kept you waiting, Mr. Jati.
 I’ll pass on your message to Mr. Jaka as soon as he is back.
 Thank you for calling Enhaii Cottage.
 Thank you for your call.
Giving Flight Information  43
Activity 2
Study the following dialogues based on the Merpati and Garuda Air-
ways Flight Schedules underneath.
Dialogue a
Merpati : Merpati Airlines. Good morning, can I help you?

Caller : Good morning. Can I know if there is a flight to Denpasar
on Sunday?
Merpati : Certainly madam. But I’m sorry there is no flight to Den-
pasar on Sunday.
Caller : What days do you have the flights then?
Merpati : The flight to Denpasar are available on Tuesday,
Thursday and Saturday
Caller : Thank you.
Dialogue b
Merpati : Good morning, Merpati. How may I help you?

Caller : Yes. I want to go to Palangkaraya. How often do you fly
to Palangkaraya?
Merpati : The flights available are twice a week.
Caller : On what days are they?
Merpati : They are on Tuesday and Saturday.
Caller : Thank you.
Merpati : Thank you for calling.
Dialogue c
Garuda : Good afternoon. May I help you?

Caller : I like to go to Surabaya on Sunday morning.
Garuda : What time do you want to depart?
Caller : About 7 o’clock.
Garuda : I’m sorry we don’t have flight at 7.00. What about a bit
earlier at 6.00.
Caller : Six o’clock in the morning. That’s better. Thank you.

Garuda : Thank you for calling.
Activity 3
Work in pair to practice the dialogue above using the Garuda Indonesia
Airways Flight Timetables below.
Source: Garuda Indonesia Airways - GIA (2003)

Activity 4
Guessing words in context. The following text has are 9 underlined

words. The meaning of the words are available in the table below. Guess
the meanings of the words by writing the numbers before the meanings
of the words in the list below. One number is given as an example.
a. 4 finish successfully
b. pleasant and well intentional
c. speaking roughly, and plainly without trying to be polite
or to hide unpleasant facts
d. meeting
e. unfriendly or impatient
f. showing cruelty and lack of sympathy especially dealing
with bad behaviour
g. a frightening person
h. not careful or thorough enough
i. shocked or surprised very greatly
Telephone Calls
Most businesses get far more telephone calls than walk-in clients. Even
those companies that rely on street traffic need employees with good
telephone manners, because many people call before making the trip.
And just as you wouldn’t blockade your public entrance, make it slop-
py(1), or select a rude receptionist, your telephone manners shouldn’t
make people rethink whether they want to do business with you.
A company representative once screamed to a caller, “What do you
want!” Stunned(2), the client said in a cool but calm voice, “Excuse me,
What did you just say?” The representative then quickly reflected and
said, “Oh, did I just say that? I’m so sorry.” If she hadn’t realized her
rudeness and apologized – and many people don’t understand how
badly they come across on the telephone – the client would have taken
his business elsewhere. It’s not just what you say, but how you say it.
One otherwise amiable(3) supervisor believed that talking on the
telephone was something to accomplish(4) as swiftly as possible. (Per-
haps, as a youngster he was told telephone calls were expensive!) So,
when he received a call, although he had been joking and laughing with
co-workers a minute earlier, he became gruff(5), blunt(6), and unrecep-
tive to the caller, speaking in harsh(7) tones with short answers. Unfor-
tunately, those who dealt with him, exclusively by phone had only his
telephone behaviour to judge him by. One client was shocked when he
later met him at a convention(8) and found out he wasn’t the ogre(9)
he had expected.
Pachter & Brody (1995: 114-145)
Activity 5
Write T if the statement is true and F if the statement is wrong after the
sentence or statement.
a. Walk-in clients may not make telephone calls when doing
business.
b. A rude receptionist blockades public telephone entrance.

c. People like doing business with you if you are sloppy
d. A company representative was stunned because of a very po-
lite answer he heard.
e. People judge somebody only by his telephone behaviour.
f. The ogre was not frightening the client.
Activity 6
You may also be responsible for handling telephone messages for your
guests. Read the following dialogues and have a look at how you should
write down the messages.
Dialogue a
Operator : Haryono Tours and Travels, good afternoon, can I help

you?
Caller : Yes. Can I speak to Ricky Doang, the reservation man-
ager, please?
Operator : Certainly, sir. Would you like to hold on, please.
I’m sorry sir, Mr. Ricky Doang is not in at the moment?
Caller : It’s OK then. I’ll call him back later.
Operator : That’s fine, thank you. May I know who’s speaking,
please.
Caller : It’s from David.
Operator : Mr. David, thank you
Caller : Thank you
Dialogue b
Operator : Good morning, Enhaii Tours and Travels. May I help

you?
Caller : Good morning. Could you put me through to Mr Johny,
please.
Operator : Hold on, please. I’m trying to connect you.

Caller : Thank you very much.
Operator : Oh, I’m sorry the line is engaged. Would you like to hang
on?
Caller : No, thank you. Could you just tell him that my lost cam-
era has been found.
Operator : Certainly. I’ll give him the message but could I have
your name please?
Caller : It’s from Sara Kadarman, S-a-r-a K-a-d-a-r-m-a-n (S for
sierra, a for alpha, etc.)
Operator : Ms. Sara Kadarman
Caller : Yes, that’s right.
Operator : And could I have your phone number, please?
Caller : It’s 081 55674839
Operator : Yes, 081 55674839
Caller : Thank you.
Activity 7
Work in pairs to practice the dialogues (Activity 6a & b) by changing the

words or expressions in italics.
Activity 8
Look at the following message form from Haryono Tours and Travels
and notice how the operator (Ms. Ina) wrote the message from dia-
logue Task 4a. in the form. Then write the message from dialogue 4b in
the next form from Enhaii Tours and Travels.
Haryono Tours and Travels Enhaii Tours and Travels

Jl. ……….. Jakarta Jl. Dr. Setiabudhi no. 186. Bandung
Message for : Mr. Ricky Doang Message for : …………………………..
Caller’s name : David Caller’s name : …………………………..

Telp. Number : …… Telp. Number : ……………..
Message : Please call at number above

Mr. David will call back. Will call back at ………….
Date : February, 24 2004 Message

Time : 16.00 ………………………………………………
……………………………………………..
The message received by Ina ………………………………………………
Date : …………… Time :

The message taken by …….
Activity 9
Work in pairs to do more practice in taking messages using the message

forms below. One of you becomes a caller and the other becomes an
operator or receptionist.
Enhaii Tours and Travels Enhaii Tours and Travels

Jl. Dr. Setiabudhi no. 186. Jl. Dr. Setiabudhi no. 186.
Bandung Bandung
Message for : ………………………….. Message for : …………………………..
Caller’s name : ………………………….. Caller’s name : …………………………..

Telp. Number : …………….. Telp. Number : ……………..
Please call at number above Please call at number above

Will call back at …………. Will call back at ………….
Message Message
………………………………………………… ………………………………………………
……………………………………………. …………………………………………….
………………………………………………… ………………………………………………
Date : …………… Date : ……………

Time : …………………. Time : ………………….
The message taken by The message taken by
…………………………… ……………………………
Activity 10
Explore the following tips in telephone etiquette but the tips are mixed
up. Please identify by writing “yes” to the do’s and ‘no” to the don’ts.
Two numbers are given as examples.
Yes 1. Answer the telephone promptly, courteously and listen

carefully. Be attentive when listening * Pick up the phone
receiver within two rings to show prompt attention.
2. Allow the guest to hang up the phone first.
3. Apologize when we dialed a wrong number.

“I’m sorry I must have reached the wrong number”
4. Be organized.
5. Be positive, polite, friendly and efficient.
No 6. Chew gum, candies, etc.
7. Coughing and sneezing are natural. If you do cough or
sneeze, please say, “Excuse me.”
8. Close the conversation and thank the guest for calling “It’s
been nice talking to you” or “Thank you for calling”
9. Give a friendly greeting and identify both yourself and your
company.
“Enhaii Travel, good morning. Can I help you?”
“John speaking. How may I help you?”
10. Hit the table using either a pen or your finger.
11. Interrupt the conversation if you have to talk to someone
else.
12. Let the guest hear unnecessary noise and background co
versations.
13. Rush when in a hurry or under pressure.
14. Say “Hi, Oh dear, Honey, Sweetie, what the hell, etc.“
to the caller.
15. Say “I’m sorry, sir, could you repeat that, please?”, or
“Would you say that again please?” if something is not
clear.
16. Slam the phone down or drop it.
17. Speak clearly, appropriately and articulately.
18. Transfer a call without telling the caller you are going to
do so.
19. Try to address the caller by name if you know his name.
20. Try to stop previous conversations before picking up the
receiver.
21. Use simple answer “yes” or ‘no” instead of saying “of
course”, “certainly” or “sure”, “I am sorry….” or “I’m
afraid….” instead.
Adapted from Pachter & Brody (1995: 114-133)
Unit 6
Airports, Airline Codes and

Flight Timetables
Source: Putri/detikTravel
Activity 1
Answer the following questions.

1. How many local airlines are there? What are they?
2. Which airline is the best in our country? Why?
3. Which is the worst do you think? Why?
4. How many airports are there in Indonesia?
5. What and where are they?
6. Which belongs to international ones?
7. Do you know any aircraft types? What are they?
Airports, Airlines Codes and Flight Timetables  53
Activity 2a
Fill in the following table as you may know. Number one is given as an
example.
Airports Codes
No. Countries Local or
City, Local or International
International
1. Indonesia Soekarno-Hatta (Cengkareng) CKG
Halim Perdana Kusuma JKT
2.
3.
4.
5.
6.
7.
8.
9.
10.
Activity 2b
Fill in the following table. No one is given as an example.
Codes
No. Countries Airlines
Local International
1. Indonesia Garuda Indonesia GIA GA
Airways
Merpati Nusantara MNA MZ
2 Malaysia
3. Singapore
4. Australia
5. Thailand
6.
7.
8.
9.
10.
Activity 3
Study the following Airline, Aircraft, and City Codes from Garuda Sched-
ules 2003.

Activity 4
Pair work. One of you mentions the codes and the other tells the
Airlines, Aircrafts, and Cities or vise versa. Note: KLM (KL) Koninkelijk
Luchtmacht Maatschaapij (Royal Dutch)
Activity 5a
Study the following pieces of information on how to use timetable and

memorize them.
Source: Garuda Indonesia Airways – GIA (2003)

Activity 5b
Pair work. Test your partner with the pieces of information available.
Examples : What does Y represent? What does no. 1 refer?
Y represents economy class
No. 1 refers Day 1 (Monday)
Activity 6
Study the following currency codes
No. Countries Currency Codes

1. Argentina Argentine Peso ARA
2. Australia Australian Dollar AUD
3. Bangladesh Taka BOT
4. Belgium Belgian Franc BEF
5. Brazil Cruzeiro BRR
6. Canada Canadian Dollar CAD
7. China Renminbi CNY
8. Cuba Cuban Peso CUP
9. Denmark Denish Krone DKK
10. France French Franc FRF
11. Germany Deutschmark DEM
12. Greece Drachma GRD
13. Hong Kong Hong Kong Dollar HKD
14. India Indian Rupee INR
15. Indonesia Rupiah IDR
16. Iraq Iraqi Dinar IQD
17. Italy Lira ITL
18. Japan Yen JPY
19. Korea (south) Won KRW
20. Malaysia Malaysian Ringgit MYR
21. Philippine Philippine Peso PHP
22. Saudi Arabia Riyal SAR

23. Singapore Singaporean Dollar SGD
24. Thailand Bath THB
25. United King- Pound sterling GBP
dom
26. United of US Dollar USD
America
Activity 7
Test yourself the currencies and codes of counties above.
Activity 8
Learn the following Garuda Flight Timetables from Jakarta. Make sure
you understand every single item, code, abbreviation, or piece of infor-
mation in the timetable.
Source: Garuda Indonesia Airways – GIA (2003)

Notes
UTC Unit Time Calculator. The unit of time is calculated based on

Greenwich Mean Time (GMT or the Big Ben in London). If you look at
the flight timetable from Jakarta to London, you will find that UTC is
not shown for London. It means that if in London is at 24.00 (midnight)
or 00.00 o’clock, in Denpasar (UTC+0800) is 08.00 a.m. and in Darwin
(UTC-0930) is 09.30 a.m.
Activity 9
A. Suppose you work for the Garuda Airways Office in Jakarta. The fol-
lowing customer enquiries are based the flight timetables above.
Please answer the questions.
1. Mr. Tom is on Flight GA 410 on Friday to Brisbane.

a. What time does the Aircraft depart?
b. What time does he arrive in Brisbane?
c. Where does he transfer the flight?
d. Which next flight is he on to Brisbane?
2. Mrs. Endang is on the 2000 flight to Darwin.

a. What is the flight code number?
b. Where does he stopover to transfer the flight?
c. What classes are available in this flight?
d. What types of aircraft are operating in this flight?
3. Flight to Denpasar
a. How many flights are there to Denpasar a week?
b. What time is the earliest flight?
c. What time is the latest?
d. What day has the most frequent flights?
e. What day has the least frequent flights?
f. Can I fly economy to Denpasar?
4. a. Can you fly first class to Edinburgh?

b. If you want to arrive in Edinburgh at 2000, which flight do you
have to take?
c. Does GA 902 fly to Edinburgh every day?
B. Write ten more inquiries.

1.
2.
3
4.
5.
6.
7.
8.
9.
l0.
C. Let your partner answer your inquiries.
Activity 10
Pair work. One of you acts as a customer and the other acts as a ticket-
ing officer using the timetables available. Some customers in Jakarta
come to you to arrange the flights they want. Try to find out different
flights if possible included the departure times, arrival times, air crafts,
classes, transit, airlines codes, meals on boards, etc. Use the informa-
tion in the Garuda Airways timetables.
Examples:
Ticketing officer : Good morning sir? Can I help you?

Customer : Yes, I want to fly to Biak.
Ticketing officer : When do you want to go sir?
Customer : Tomorrow, on Tuesday.
Ticketing officer : I’m sorry sir, there is no Tuesday flight.

Customer : Really? What days are the flights available then?
Ticketing officer : We have on Monday, Wednesday, Friday and Sun
day. Which do you prefer?
Customer : Wednesday. What time does the plane depart?
Ticketing officer : It departs at 2140 and arrives at 05.20 on the next
day.
Customer : Thank you very much.
Ticketing office r : You’re welcome, sir.
Use the following expressions to do Activity 10.
Good morning, may I help you, sir?

What can I do for you?
Can I help you?
What can I help you?
When would you like to travel/go/depart?

Which day do you prefer?
What day do you intend to depart?
You’ll stopover at…… for two hours.

What time do you prefer?
There is no direct flight to Biak.
The flights are available on….
The aircrafts operate in this flight are Fokker (F-50) and (F-100)
The flight leaves at........ You’ll arrive in Jakarta at.....

The aircraft departs at……
I am sorry there is no flight at 7 on Sunday. We have at………
I am sorry madam, there is no flight to…….. on Tuesday and Wednesday.
Thank you for the call.

Thank you for the inquiry.
Unit 7
Explaining Flight Regulations
Source: loopnewsbarbados.com
Activity 1
Study the following Terms and Conditions of Lion-Air that include gen-
eral information, E-ticket cancellation and refund (Lion Air, n.d).
Explaining Flight Regulations  63
Terms and Conditions of Lion-Air
1. General Information
Check-in time: For Indonesia Domestic Flights, Check-in starts 2 hours

prior to departure and check-in counters close 30 minutes before de-
parture time for all classes of passengers. For International Flights,
check-in starts 2.5 hours prior to departure and check-in counter close
45 minutes before departure time for all classes of passengers.
In order to maintain schedules, the boarding gate will be closed 15
minutes before departure time. Passengers, who do not report at the
boarding gate at the requested boarding time, will not be boarded on
the said flight and will be considered no-show passengers. In the event
of delays and misconnection of flights not within the reasonable control
of Lion Air; Lion Air will disclaim any liability towards the same.
No-Show Passengers: confirmed passengers who do not present them-

selves for their booked flight are termed as ‘No – Shows’. If for some
reason you are unable to undertake travel on flight for which you have
a confirmed booking, please contact Lion Air Reservation & Ticketing as
early as possible to avoid penalty.
Overbooking: In the event of overbooking, Lion Air will make every ef-
fort to provide seats for which confirmed reservation have been made,
however, no absolute guarantee of seats availability is denoted by the
expression reservations, bookings, status OK or HK, and the timings at-
tached to them.
Cancellation/Refund/Rebook/Re-issuance of ticket: Please contact

Lion Air Reservation & Ticketing offices for details on our cancellation
and refund policy
Credit Card Purchases: Please note that the credit card used to pur-
chase your Lion Air flight tickets is required to be presented at time of

check-in by the cardholder for verification at check-in. Failure to comply
with this, Lion Air reserves the right to deny boarding and cancel the
ticket(s) and contract of carriage.
Payment: Fares must be paid in full before the given time limit expires.
In the event that the fare has not been paid in full for any reason what-
soever, Lion Air reserve the right to cancel the reservation/ticket prior
to check-in and/or to deny you to board the flight.
Infants: We reserve the right not to carry infants aged two (2) days-old
or less. Infant aged between three (3) and seven (7) days require Medi-
cal Certificate to confirm that the Infant is fit to travel on air transport.
The Medical certificate must have been issued 72 hours before the
standard departure time. Maximum age for Infant is less than 2 years
old.
Pregnant Passengers: All expectant Mothers are required to sign form

of Indemnity (FOI). A Medical certificate that confirms the expectant
mother is fit to travel on air transport is required to be produced at the
point of check-in for pregnancy over 28 weeks.
2. E-Ticket Passenger Itinerary/Receipt
Please note that you are required to keep a printed copy of this “E-Tick-
et Itinerary” with you throughout the journey as it is required for entry
into the airport, check-in, refunds or exchanges.
To enter the airport and for check-in, you must present this itinerary
receipt along with Official Government issued photo identification such
as passport, identity card or Indonesians KTP. This E-Ticket Itinerary will
have to be presented along with valid photo identification at the time
of refund or exchanges. This E-Ticket Itinerary does not constitute a
document for carriage and in the event of any difference between it
and the record of booking in the Lion Air reservation system, the lat-
ter shall prevail. Fare (s) subject to cancellation charges, if any. Please
contact Lion Air Reservation and Ticketing for details. By booking this
ticket/fare, you agree and accept all terms and conditions, cancellation
and ticket exchanges rules of this ticket/fare.
3. E-Ticket Cancellation & Refund
Please contact our Call Center or visit our Website for E-Ticket Refunds/
Exchanges/ Re-issues. Carriage and other services provided by the car-
rier are subject to General Condition of carriage which are hereby in-
corporated by reference. If the Passenger’s journey involves an ultimate
destination or stop in a country other than the country of departure,
the Warsaw Convention may be applicable and the Convention governs
and in most cases limits the liability of carriers for death or personal in-
jury and in respect of loss or damage to baggage.
Adapted from Lion Air (n.d).
Activity 2

1. Have you read any flight regulations before? Please, describe what
you know about them?
……………………………………………………………………………….
2. What time do you have to check in if your departure is at 09.50?
……………………………………………………………………………….
3. When is the boarding gate closed?
……………………………………………………………………………….
4. What happens if a passenger is late to report at the boarding gate
as scheduled?
……………………………………………………………………………….
5. When must a passenger report a cancellation at the latest?
……………………………………………………………………………….
6. Can a passenger avoid penalty?

……………………………………………………………………………….
7. Do you know what a refund policy is like?
……………………………………………………………………………….
8. What is a credit card for?
……………………………………………………………………………….
9. What happens if a passenger is not able to pay in full before the
given time limit expires?
……………………………………………………………………………….
10. Does a two-day old Infant require Medical Certificate? Why?
……………………………………………………………………………….
11. Can a woman with a nine-month pregnancy travel on air?
……………………………………………………………………………….
12. Why does a passenger need to bring with her an E-ticket printed
copy?
……………………………………………………………………………….
13. How can a passenger cancel her air ticket and get the refund?
……………………………………………………………………………….
Activity 3
Study the following words or phrases related to flight regulations.
Group a
Look through and read.

1. inseparable (adj) not able to be separated
2. herein (adv) in this place, document, statement or fact
3. hereafter (adv) (in legal document etc.) in the rest of this
document
4. subject to (adj) something depending on something in order
to be completed or agreed; something or
somebody under the authority of something
or somebody
5. endevour (v) to try very hard to do something
6. utilize (v) to use something especially for practical

purpose
7. lapse (v) to be no longer valid because the period of
time that it lasts has come to an end
8. entitle (v) to give somebody the right to have or to do
something
9. substitute (n) a person or thing that you use or have in-
stead of the one you normally use or have
10. delay (n) a situation in which something does not
happen when it should
Group b
Match the meanings of the words with the words by drawing lines.
Number 11 is given as an example.
11. a law that has been passed by a act (n)

parliament
12. the state of no longer having fragile (adj)
something
13. the state of being legally respon- jewelry (n)
sible for something.
14. easily broken or damage liability (n)
15. likely to decay or go bad quickly loss (n)
16. objects such as rings and necklaces perishable (adj)
that people wear as decoration
17. to choose not to demand some- provision (n)
thing in a particular case, even
though you have a legal or official
right to do so
18. a person who has been chosen to representative (n)
speak or vote for somebody else
or on behalf of a group
19. the act of supplying somebody retain (vb)

with something that they need or
want
20. to keep something, to continue to waive (v)
have something
Group c
Choose the words appropriate with their meanings by writing before

them.
a. baby’s carrying basket (n) f. custody (n)
b. binocular (n) g. exceed (v)
c. collapsible (adj) h. excess (n)
d. container (n) i. infant (n)
e. crutches (n) j. vanity (n)
21. custody (n) the legal right or duty to take care of or to

keep somebody or something; the act of tak-
ing care of somebody or something
22. a baby or a very young child
23. that can be folded flat or made into a smaller
shape that uses less space
24. two long sticks that somebody puts under his
arms to help him walk after he has injured his
foot or leg
25. a basket for carrying baby’s needs when travel-
ling
26. too much pride in your own appearance, abili-
ties or achievement
27. to be greater than a particular number or
amount
28. more than is necessary, reasonable or accept-
able
29. a box bottle, etc. in which something can be
stored or transported
30. an instrument, like two small telescope fixed

together, that makes far away objects seem
nearer when we look through it
Group d
The following words have some letters in the middle missing. Find the
missing letters and write.
31 co . . . . . . on (n) the act of using or eating food

32 br - ce (n) device that holds things firmly together
or holds and supports them in position
33 fl - - - - -le (adj) that can catch fire and burn easily
34 po - - - - -us (adj) causing death or illness if swallowed or
absorbed into the body
35 bu - -ne (n) a gas produced from petroleum, use in
liquid form as a fuel for cooking or heat-
ing
36 pr - - - ne (n) a colourless gas found in natural gas and
petroleum and used as a fuel for cooking
or heating
37 aq - - - -ng (n) cylinder of oxygen strapped to a person’s
back for underwater swimming
38 al - -li (n) chemical substance that reacts with acids
to form a salt
39 ba - - -ry (n) a device that is placed inside a car en-
gine, clock, radio, etc. and that produces
the electricity that makes it work
40 et - - - - -ic (adj) that can easily causes disease
Group e
Some letters in the following words are missing. Find the missing letters
and write. You can refer to the dangerous good in the flight regulations
above.
41. expl - - - - - - (n) bombs

42. mun - - - - - - (n) military weapons, ammunition and equip-
ment
43. fire - - - - (n) a small device containing powder that burns
or explodes and produces bright coloured
lights and loud noises used especially at cel-
ebrations
44. ble - - - (n) a chemical that is used to make something
become white or pale and as disinfectant
45. pero - - - - (n) a colourless liquid used to kill bacteria and
to bleach hair
46. arse - - - (n) a chemical element that is an extremely
poisonous white powder
47. cya - - - - (n) a highly poisonous chemical compound
48. insec - - - - - - (n) a chemical used for killing insects
49. weed - - - - - - (n) a chemical substance for killing weeds
50. mer - - - - (n) a chemical element that is a poisonous sil-
ver-white liquid metal used in thermom-
eters
Activity 4
Playing with words. Work in group of threes to test one another. To

make it easier, please focus on word group by word group. One person
reads the descriptions and the others guess the words.
Activity 5
Work in pair. Ask each other the description of the words above. You
may start from a group of words and to make it more challenging you
can ask the words randomly from group A until group E.
Activity 6
Choose 10 most attractive words or phrases from the flight regulations

above and write a sentence of your own for each word or phrase.
Activity 7
Answer the following questions before reading the Airline Baggage

Rules below.
a. What do you know Airline Baggage Rules?
b. Do you think domestic Airline Baggage Rules are the same as or dif-
ferent from international Airline Baggage Rules?
c. What are the similarities or differences?
d. What international regulations are adopted by domestic regula-
tions or vise versa.
e. Is it allowed to bring food and drink in domestic flight?
f. Are pets and plants permitted to be carried on international flight?
Activity 8
Study the following Airline Baggage Rules (Garuda Indonesia Airways,

2014).
Airline Baggage Rules
General Baggage Rules
Baggage admitted for carriage as passenger’s baggage may only contain

such articles, effects or other property of passengers as are necessary
for wear, use comfort, or convenience, in connection with the trip. Car-
riers have the right (except for diplomatic bags) but not the obligation
to verify, in the presence of the passengers, the contents of their bag-
gage.
Checked Baggage Allowances
See table below for Free Baggage Allowance accorded by Garuda Indo-
nesia. You can enjoy additional allowance if you are a member of Garu-
daMiles or Frequent Flyer Program of SkyTeam.
PC/WEIGHT
CLASSES (FIRST,
CONCEPT (PC OR #
PASSENGER  TYPE BUSINESS, OR
OF PIECES EX. 1PC
ECONOMY)
OR WEIGHT)
First 40 kg
1. ADULT Business 30 kg
Economy 20 kg
First 40 kg
2. CHILDREN Business 30 kg
Economy 20 kg
First 20 kg
Business / Economy 10 kg
Infants not entitled to a seat shall be allowed
10kg (22lb) and in addition 1 checked or car-
3. INFANT
ries on fully collapsible stroller/pushchair or
infants carrying basket or infants car seat,
which may be carried in the passenger cabin
subject to the availability of space.
Carry On Baggage/Unchecked Baggage
Articles carried in the passenger cabin are subject to the passenger’s

own supervision and responsibility. Under Garuda Indonesia’s cabin
baggage policy, each passenger will be allowed the following cabin bag-
gage allowance. One bag not exceeding 115 linear cm (L56cm + H36cm
+ W23cm) weight of 7 kg.
For Economy Class on Bombardier CRJ1000ER aircraft:
One bag not exceeding 92 linear cm (L41cm + H34cm + W17cm) weight

of 7 kg. Articles such as medicine, money, jewelry, securities, valuable,
telephone cellular and documents (paper documents and electronic
documents e.g USB and EHD) shall not be included in checked baggage,
but should be carried by passenger at all times.
Passengers are also permitted to carry items in the list below which
may be carried in addition to free baggage allowance:
v Laptop
v A hand bag, a pocket book or purse
v An overcoat, wrap or blanket
v An umbrella or walking stick
v A small camera and / or a pair of binoculars
v A reasonable amount of reading matters for in flight
v Infant-carrying basket or bassinet
v A fully collapsible wheelchair or a pair of crutches for passenger
use provided that he is dependent upon them.
Dangerous Goods
Articles categorized as dangerous goods shall not be carried on an

aircraft in a cabin occupied by passengers and flight deck, except in ac-
cordance with limited restrictions specified by the Authority or in the
IATA DGR. Please ensure that you do not pack items specified in this list
in your carry-on or checked baggage. The list of prohibited items are as
follows:
v Explosives, munitions, fireworks, and flares
v Security-type cases/boxes incorporating goods such as lithium bat-
teries or pyrotechnics
v Compressed gases (flammable, non-flammable, or poisonous) such
as butane, propane, aqualung cylinders, lighter fuels, or refills
v Lighters (butane, absorbed fuel, electric, battery-powered, novelty)
v Oxidizing substances such as bleaching powder and peroxides
v Flammable liquids such as paints and adhesives
v Flammable solids such as safety matches and articles which are
easily ignited
v Disabling devices such as mace or pepper sprays, with irritant
properties
v Poisons such as arsenic, cyanides, or insecticides
v Radioactive materials
v Corrosive materials such as mercury (which may be contained in

thermometers or blood pressure gauges,) acids, alkalis, and wet
cell batteries
v Meals-Ready-to-Eat (MREs)
v Firearms / parts of firearm such as revolvers, rifles, imitation fire-
arms, pellet guns ball-bearing guns, barrels, trigger assembly, etc
v Ammunition including blank, spent / empty cartridges
v Toys guns/gun shaped items or look-alike
Any other substances which, during a flight, present a danger not

covered above, such as magnetized, offensive, or irritating materials.
Illustration 1: Dangerous Goods
Source: coyneair.com
Liquids, Aerosols & Gels
Regulations on what is permitted in cabin baggage regarding liquids,

aerosols and gels will affect customers on international flights departing
from all Indonesian airports. You are advised to pack your cabin bag-
gage accordingly so as to avoid unnecessary inconvenience. Here are
some specific regulations concerning liquids, aerosols and gels:
v Liquids, aerosols and gels will only be allowed in cabin baggage if
they are kept in containers with volumes of not more than 100 ml
each.
v These containers must be carried in a clear, re-sealable plastic bag.
The total volume of the bag must not exceed 1 liter.
v Each person is allowed to carry only one such plastic bag.
v The bag must be removed from cabin baggage and presented to
security personnel for x-ray screening.
Liquids, aerosols and gels purchased from duty-free shops at the air-
port, located after security screening points, will be allowed onboard.
However, these items must be packed in a transparent, sealed plastic
bag. Receipts of the purchased duty free items must be attached or en-
closed in the bag. Customers going to Australia or the US are advised to
check with duty-free personnel before making their purchases.
Illustration 2: Liquids, Aerosols & Gels
Source: melbourneairport.com.au
Security Removed Items (Restricted Items, Firearms &

Ammunitions)
Carriage of Security Removed Items should be handled properly in

order to enhance security & safety aspect on any Garuda Indonesia
flights. SECIT should include (but are not limited to):
v Firearms (pen shape pistol, pistol, hand gun) of any kind including
toy firearms or toy weapons that shapes like replica pistol, whether
made of plastic or metal, and its ammunitions
v All knives (including household cutlery, flick knives) and Knife like-
objects, sharp objects or cutting implements of any kind and any
length (whether of metal or other material)
v Daggers, box cutters, corkscrews, straight razors, metal nail files,
scissors or any kind of any length
v Hypodermic needles (unless required for medical reason) other
sharp pointed/penetrating object, knitting needles
v Sporting goods such as bats, bows and arrows, cues, darts, golf
clubs, sling shots (catapults), martial arts devices, devices which
emit gas or noxious substance
v Offensive articles not normally carried by the ordinary citizen, such
as bicycle chains, coshes (blunt weapon) or blackjacks, etc.
Illustration 3: Firearms and Ammunition
Source: mydestination.com
Special Baggage Sporting Equipment
When you are flying with Garuda Indonesia, you can bring most sports
equipment with you on your trip, though extra baggage fees may apply
to oversized or overweight items. Always make a reservation for special
baggage at least 48 hours before departure, and ensure the reservation
confirmed. Sporting equipment will be counted towards your baggage
allowance. Sporting equipment weighs more than 23 kg will be charged
as excess baggage. And you may even have to transport them as cargo
if they are weighed more than 32 kg.
Musical Instrument
Musical instrument weighs more than 23 kg will be charged as excess

baggage. And you may even have to transport them as cargo if they are
weighed more than 32 kg or you may buy an extra seat.
Baggage in the Passenger Cabin
Passenger may take special baggage as carry-on baggage into the pas-
senger’s cabin, which may be carried in addition to the free baggage
allowance or baggage in the Passenger cabin due to nature, value,
weight, dimension and form of the items that it makes sense that the
owner prefer to keep them safely on hand by him/herself with a com-
fortable location near with the respective passenger’s seat. Under
the following circumstances, due to nature of their belongings as well
strictly in accordance to flight safety standard, a passenger must re-
serve and pay for one or more extra seats to carry out their goods/
items in the Passenger Cabin.
Adapted from Garuda Indonesia Airways (2014).
Activity 9
Write fifteen questions using question words such as: What, Where,
When, Why, Which, Whose, Whom, Who and Yes-No Questions such
as: Am, Is, Are, Do, Does, Did, Have, Has, Can, May, Must, Should, etc.
1. ………………………………………………………………………………………..
2. ………………………………………………………………………………………..
3. ………………………………………………………………………………………..
4. ………………………………………………………………………………………..
5. ………………………………………………………………………………………..
6. ………………………………………………………………………………………..
7. ………………………………………………………………………………………..
8. ………………………………………………………………………………………..
9. ………………………………………………………………………………………..
10. ………………………………………………………………………………………..
11. ………………………………………………………………………………………..
12. ………………………………………………………………………………………..
13. ………………………………………………………………………………………..
14. ………………………………………………………………………………………..
15. ………………………………………………………………………………………..
Activity 10
Pair work. Give your questions to one of your classmates. Let him/her
answer your questions.
Unit 8
Electronic and Traditional

Airline Tickets
Source: A short journey - WordPress.com: tikethero.com
Activity 1

1. Have you seen an air ticket before?
2. Which airline was it?
3. Was it a traditional or electronic ticket?
4. How are they different do you think?
5. What information is available in both of the tickets?
6. Could you understand all the information in the ticket?
7. A ticket has some coupons. What coupons are they?
8. There are some notices, instructions, regulations and warnings.
Which do you know?
Electronic and Traditional Airline Tickets  81
Activity 2
Study the following electronic ticket and Notice from Sriwijaya Air.
Illustration 1. Electronic Ticket from Sriwijaya Air

Activity 3
Answer the following questions based the ticket and notice.

a. Whose ticket is that?
……………………………………………………………………………………………
b. When was the ticket issued? Who issued the ticket?
……………………………………………………………………………………………..
c. What time did the airline depart from Jakarta and arrive in Ponti-
anak?
……………………………………………………………………………………………..
d. Was that a business class ticket?
……………………………………………………………………………………………..
e. How much was the ticket fare? Is that included the baggage?
……………………………………………………………………………………………..
f. How heavy was the passenger to bring his baggage?
……………………………………………………………………………………………..
g. What is the notice about?
……………………………………………………………………………………………..
h. Where should the passenger show the ticket?
……………………………………………………………………………………………..
i. What time did the passenger have to check in?
……………………………………………………………………………………………..
j. What time did the passenger have to be at the boarding gate?
……………………………………………………………………………………………..
k. What kind of goods are not allowed to be carried by passengers?
……………………………………………………………………………………………..
l. Who is responsible when the passenger miss-connect with the
other airlines?
……………………………………………………………………………………………..
Activity 4a
Look at the following passenger traditional tickets with letters and num-
bers that indicate parts of the tickets. The parts of the traditional tickets
are explained in Activity 4b.
TAT (Traditional Automated Ticket)
TAT ticket is imprinted and consists of Flight Coupon(s) with carbon

copy.
Illustration 2: Flight Coupon from Singapore Airlines
Source: Source: http://sky.geocities.jp/kkhoashi/Passenger_Ticket
ATB (Automated Ticket and Boarding Pass)
ATB ticket is imprinted and consists of Flight Coupons and Boarding

Pass with magnetic stripe on the backside.
Illustration 3: Automated ticket and Boarding Pass from

Japan Airlines
Source: Source: http://sky.geocities.jp/kkhoashi/Passenger_Ticket
Activity 4b
Study the following information of the passenger tickets above.
Definition of ATB/TAT
There are some kinds of international passenger tickets. Many informa-

tion is written in this aviation ticket. An abbreviation and many sign are
being used for the information written to the passenger ticket. Gener-
ally, in case of a travel, we are mainly checking a passenger name, a
boarding day and a facilities name, an airport name, etc. If the meaning
of these abbreviations or code becomes clear, the detail information of
an air ticket can be understood. The knowledge about an aviation ticket
is useful to our travel. The following table explains the outline of the
written contents.
No Title Description
Generally, the tick-
et issue origin of
PASSENGER TICKET the first section is
AND BAGGAGE shown. In the case
CHECK of the passenger
1 a JAPAN AIRLINES
SUBJECT TO ticket of BSP (Bank
CONDITION OF and Billing Settle-
CONTRACT ment Plan), it may
differ from the air-
line which boards.
Date of issue and
number of papers.
As for number of
07JAN04
sheets, one number
2 b DATE OF ISSUE PASSENGER
is given in the 4
RECEIPT 1O F1
sections. Even if it is
Arunk, it is counted
as 1 section.
The airline declared

by 3-letter code by
Accounting of IATA.
1315/AA e.g. 131=JAL(Japan
Airline), 205=ANA
(All Nippon Airways)
More:
/ULT Travel agent code
CARRIER ID BOOK/ID Code of Sales(S)
3 .
IISI ISO and Ticketing (T
SITI
at Inside(I) or
Outside(O)
3-letter country
code (ISO-3166),
e.g. Japan=JP,
JP
China=CN, More
detail description
for ISO-3166:
Name of ticket issue
ISSUE AGT. ID/ ******** AGENCY
4 d agent and its place
PLACE OF ISSUE CO. LTD/TOKYO
name
IATA accounting
5 ISSUE OF CODE 16308353 code of ticket issue
agent
Passenger name,
NAME OF
MR(Female),
6 f PASSENGER(NOT *****/****
MS(Male), not
TRANSFERABLE)
transferable
FROM TOKYO/
Departure and
7 . FROM TO NARITA
Arrival city/airport
TO VANCOUVER
Code of fare classifi-

8 g FARE BASIS cation, header char-
acter is seat class
Approval number of
tour, Fare calcula-
9 i TOUR CODE KGLVHGVGA4CA4B
tion code in case of
IT (Inclusive Tour)
IATA 2 letter air-
JL018 lines code and flight
number
Seat class (First
class: P/F, Business
Y11JAN class: J/C/D/I, Econ-
CARRIER/FLIGHT
omy: Y, Discount
CLASS/DATE TIME
ticket: B/M/L)
10 j RES. INVALID
Departing time by
BEFORE INVALID 1755
twenty four hour
AFTER
Seat reservation sta-
tus (OK: Reserved,
OK RQ: Request, OP:
Open, NS: No Seat
(for infant)
****** ****** The term of validity
ENDORSEMENTS/
11 k
RESERVATIONS
12 l. PRN CODE 8Z7NK3/JL
NRT
JPY
FARE CALCULATION JL
TPM
13 m
1NUC=108.020111
TYO TG X/BKK......TG KTM
TYO JL O/HKG..........JL SIN
TYO JL YVR...../-SFO JL TYO
14 n FARE JPY*********
15 o TAX JPY*********
16 p TOTAL .
17 q FORM OF PAYMENT 1630835KV
SED.NO ALLOW PCS
18 r .
CKWT UNCK WT
STOCK CONTROL
19 t .
NUMBER TX
DOCUMENT NUM-
20 . 0 131 6207.....3
BER
. u ORIGINAL ISSUE .
21 . Boarding Pass .
Source: http://sky.geocities.jp/kkhoashi/Passenger_Ticket/Passenger_Ticket_
en.html#01
Activity 4c
Pair work. Look at the passenger tickets again and explain all the abbre-
viations, codes, etc. and what to fill in each column available.
Activity 5
Study the following parts of speeches and fill in the missing words in
the table below.
No Noun Verb Adjective
1 expiry expire expired
2 cancel
3 enquire
4 restrict
5 depart
6 operate
7 appoint
8 calculate
9. originate
10. designate
11. pay
12. announce
13. arrive
Activity 6
Word endings.
a. Some nouns end in: -ion, -ment, -hood, -or, -er, -y, -ing
Eg: solution, government, motherhood, calculator, traveller, activ-
ity, difficulty, swimming
b. Some adjectives end in: -ed, -ing, -ful, -ive, -ous, -ish, -able, -al, -les
Eg: interested, interesting, beautiful, representative, famous, child-
ish, capable, economical, useless.
Activity 7
The words above belong to high frequency words in airline services.

You have to know exactly how to use them in sentences. Write a sen-
tence for each of them. Number 1 is given as an example.
1. a. The passport can be renewed on expiry.
b. When does your credit card expire?
c. Your ID has been expired.
2. a. He cancelled my trip to New Zealand as he felt sick.
b. The cancellation of the hotel bookings led to the reduction of
the hotel employees.
c. His travel is cancelled due to the bomb explosions.
Unit 9
Handling Flight Reservation
Source: smartdestinations.com
Activity 1
Most travellers reserve airline tickets prior to the day of departure. Air-
lines or travel agents follow their standard operation procedure when
handling flight reservation. Read the following procedure. Prior to do
this activity, a miming game is provided (See File 9.1).
Step a. Asking what your customer reserves
1. Greeting and offering help

2. Asking name
3. Asking the spelling
4. Asking the destination

5. Asking the number of passengers
6. Asking the types of class
7. Asking the departure date
8. Asking hotel’s room (if any)
9. Asking type of room (if any)
10. Asking special requests (if any)
11. Asking the business address (if applicable)
12. Asking the contact address (included name, address & phone num-
ber)
Step b. Checking the space availability
Step c. Repeating the whole reservation:
1. Contact address if any

2. Name and number of passengers & spelling
3. Point of origin to destination
4. Name of carrier
5. Number of flight
6. Type of service
7. Departure date
8. Arrival date
9. Departure time
10. Arrival time
11. Hotel reservation if any
12. Special requests if any
13. Informing ticket fare
14. Asking method of payment
15. Asking whether everything is alright.
16. Giving the ticket or informing when the ticket should be collected.
17. Last greeting
Handling Flight Reservation  93
Activity 2
Study the following expressions or questions for handling a flight reser-

vation. Try to add more expressions or questions if possible.
1. Greeting and offering help

a. Good morning, Bayu Buana, can I help you
b. Viva Tour and Travels, may I help you?
c. Enhaii Travels, good afternoon, what can I help you?
d. What can I do for you?
e. Is there anything I can do for you?
2. Asking name
a. Can I have your name please?
b. May I have your full name?
c. Could I know your name?
d. Your full name, please?
e. Are you making a reservation for yourself?
f. Is this reservation for you, sir/madam?
3. Asking the spelling
a. Could you spell your name for me, please?
b. How do you spell your name, madam?
c. How do you write your name, sir?
d. How could I write your name, sir?
4. Ask the destination
a. Where would you like to go, madam?
b. Where do you intend to travel, sir?
c. Where do you plan to go?
d. Where else would you travel, sir?
5. Asking number of passengers

a. Who will be travelling, sir/madam?
b. How many of you will be travelling, sir? Who are they?
c. Can I have the names who join this travel, sir?
d. Are you travelling with your family, sir/madam?

e. How many are there in your group, sir?
6. Asking types of service or class
a. Are you flying first class, madam?
b. Which class do you prefer to fly?
c. For this flight we have first class, business class and economy
class.
d. Which class do you want to take, sir?
e. Which class, madam?
f. Which airlines are you travelling with?
7. Asking departure date

a. When would you like to go, madam?
b. When would you like to travel?
c. When do you want to fly?
d. When do you plan to depart?
f. On what date do you intend to leave for Bangkok, sir?
g. Have you decided the date of your departure, sir? When?
h. Can I know your departure date, madam?
8. Asking hotel’s room (if any)?

a. Do you need accommodation?
b. Where do you want to stay, madam?
c. Have you got any hotel to stay in your mind, sir?
d. Which hotel do you prefer to stay?
e. The best hotel by the sea is …..
f. The cheapest hotel down town is ………..
g. How long will you stay?
9. Asking the room types

a. What type of room do you like?
b. Which type of room do you prefer: family, twin, doubled, or
suite?
c. Would you like to have a mountain view room?
10. Asking special requests

a. Where would you like to sit?
b. Which seat do prefer?
c. Do you have any special requests, madam?
d. Is there any special request?
e. Any special requests, sir?
f. Would you like to seat by the window, madam?
g. Do you prefer to sit by the aisle?
h. Do you prefer non-smoking seat, sir?
i. Are you vegetarian, madam?
11. Asking contact address

a. Can I have your address, sir?
b. May I have your telephone number?
c. What’s your telephone number?
d. Where can I contact you, madam?
e. Could you give me your contact address and telephone num-
ber?
12. Checking the space availability

a. Would you like to wait for a moment madam, I’ll have a small
check with the availability.
b. Let me have a check for a while sir.
c. Do you mind waiting for a few minutes madam?
I’ll have a look at the availability.
d. Could you wait for a minute while I check the availability?
l3. Repeating the whole reservation

a. I’m sorry to keep you waiting but can I repeat your reserva-
tion, sir?
b. I’m sorry to have kept you waiting. Could I repeat the reserva-
tion, madam?
c. May I repeat your reservation, sir?
d. I would like to repeat your reservation, madam.
You are reserving for Mr.…. and Mrs. ………….

You’re making a reservation for two people: Mr. and Mrs. ………….
Your contact address is ….
You fly Garuda Indonesia Airways
They fly ……………. and the flight number is GA 242
It departs at ……….. It arrives at ………..

She is going to …..
There are travelling form …. to ……….
Returning from ….. to ……..
Going back home from …… to ……….
Leaving at ……….. and arriving at ….. local time.
Departing at …. in …. and arriving at … in …………….
The flight leaves at ……
Travelling economy, first class
How would you settle the payment, sir?

How do you intend to pay, sir?
What method of payment do you want to use, madam?
Would you like to pay in cash or by credit card?
His contact address is ……..

The baggage allowance for business passenger is 20 kg.
His special request is ……..
He is traveling from Jakarta to Singapore on Singapore Airline Flight
number ……….
His reservation has been confirmed.
Thank you for the reservation.
Thank you for trusting our travel agent.
Here is your ticket.
These are your tickets.
Have a good flight.
Have a nice flight.
Activity 3
Please go back to reservation procedures in Activity 1. Work in pairs to

practice asking questions based on the procedures without looking at
the expressions or questions in Activity 2.
Activity 4
Study the pronunciations of following common problems. Pronounce

them correctly. Ask your teachers or consult with your dictionary.
a. flight j. economy
b. ticket k. minute
c. booking l. special
d. request m. depart
e. vegetarian n. eight
f. departure o. would
g. business p. could
h. contact q. August
i. baggage r. arrival
Activity 5
Study the following common problems dealing with grammatical

points. Find and underline the problems and rewrite. Two numbers (1
and 2) are given as examples.
1. Are you travelling with first class?
It should be: Are you travelling first class?
2. When will you be travel, sir?
It should be: When will you be travelling, sir?
3. What time will you departure, madam?
4. You will be arrival at 7 in the next day.
5. Do you mind for waiting, sir?
6. Which are you prefer, Monday or Tuesday flight?
7. Are you need an accommodation?

8. Do you any special requests, sir?
9. We are no flight Monday, madam?
10. You are will arriving on 17.00.
11. I am stay with my friend.
12. Where are your want to go?
Activity 6
The study the following dialogues.
Dialogue a. Booking a flight
Travel Agent : Viva Tour and Travels, good morning. Can I help you?
Customer : Good morning. I’d like to book flight from Bandung to
Surabaya
Travel Agent : Certainly, madam. When would you like to travel?
Customer : Is there a flight on Friday morning?
Travel Agent : Friday morning,…… Yes. We have flights to Surabaya on
Friday morning.
Customer : Oh, great.
Travel Agent : Could I have your name, please?
Customer : Kristining Seva
Travel Agent : Would you spell your name for me, please.
Customer : K-r-i-s-t-i-n-i-n-g S-e-v-a
Travel Agent : Ms. Kristining Seva. How many of you will be traveling,
Ms. Seva?
Customer : Two of us.
Travel Agent : Can I have the names, please.
Customer : One is me and the other is my husband, Rudy.
Travel Agent : How can I write your husband’s name, please?
Customer : Rudy. R for Romeo, U for Uniform, D for Delta, and Y for
Yankee.
Travel Agent : Yes. Mr. Rudy. Are you flying first class, Ms. Seva?
Customer : Yes, certainly.
Travel Agent : And you want to fly on Friday morning. Do you have any
special request, Ms. Seva.
Customer : No, nothing special.
Travel Agent : Can I have your contact address, please?
Customer : My address is Margahayu Raya A III-100 Bandung.
Travel Agent : And the telephone number, please.
Customer : It’s 022-7505935
Travel Agent : Would you like to wait for some minutes while I’m
checking the availability.
Customer : Yes, no problem.
Travel Agent : …………. Repetition …………….. (See Activity 8)
Dialogue b. Changing a flight reservation

Travel Agent : Good morning, Haryono Tours and Travels. May I help
you?
Caller : Good morning. I’ve got a flight reservation for Monday,
but I’d like to change it, please.
Travel Agent : Certainly. Can I have your name, please?
Caller : Leo, Sutanto Leo. That’s L – e – o.
Travel Agent : Where are you flying to?
Caller : Singapore.
Travel Agent : Which flight are you on?
Caller : The Sunday flight at 20.00.
Travel Agent : And the flight number, please.
Caller : It’s GA 178.
Travel Agent : When do you want to fly, sir?
Caller : The same flight three days later. That will be on
Wednesday.
Travel Agent : Same flight on Wednesday the 17th of August. Are you
travelling first class?
Caller : No, It’s business.
Travel Agent : Alright. Would you wait for a moment to check the
availability? Yes, that’s confirmed. Would you like to
change any hotel bookings?
Caller : No, thank you. I’m staying with an old friend.

Travel Agent : Alright then, thank you for calling.
Activity 7
Work in pair to practice the dialogue above. Feel free to change the
name of the agent/airlines, the name of the customer, the departure &
arrival time, destination, etc.
Activity 8
Study the following repetition of reservations.
Repetition A
I’m sorry to keep you waiting but can I repeat your reservation, Mr.
Faisal. Please. You are booking a flight for Mr. Lonely, L as in Lima, O
as in Oscar, N as in November, E as in Echo, L as in Lima, and Y as in
Yankee. His contact address is Jl. Merdeka no. 50 Bengkulu and his tele-
phone number is 5026666.
Mr. Lonely is travelling from Bengkulu to Singapore on Garuda Indo-
nesia Airways flight GA 964 departing at 12.00 noon on August 17 and
arriving in Singapore at 18.00 on the same day. He is travelling economy
class, the baggage allowance for economy passenger is twenty KG. His
special request is vegetarian food on the flight.
This is an international flight so the check-in time is two hours be-
fore the departure. His reservation has been confirmed. Is everything
correct, Mr. Faisal? Alright then and here is the ticket. Thank you for
trusting our travel agent. Goodbye.
Repetition B
Could I repeat your booking, Miss Susanti. You are booking a flight for
Mr. and Mrs. Rudy, R for Romeo, U for Uniform, D for Delta and Y for
Yankee. Their address is Margahayu Raya GIII – 100 and their telephone
number is 022-7568936. Mr. and Mrs. Rudy are travelling from Jakarta
to Singapore on Garuda Indonesia Flight GA 955 departing at 14.00 on
September 17 and arriving in Singapore at 20.00 on the same day. They
are travelling first class; the baggage allowance for first class is 30 KG
each. In Singapore they are staying at Sheraton Hotel. You are reserving
a double room for two nights for them.
On September 19, Mr. and Mrs. Rudy are travelling from Singapore
to Bangkok on Royal Dutch, KL 144 departing at 11.00 on September
19 and arriving in Bangkok at 20.00 on the same day. They are staying
at Novotel Bangkok. They are booking a double room for 5 nights.
On September 24, they are returning from Bangkok to Indonesia on
Garuda Indonesia flight number GA 902 leaving at 13.00 on September
24 and arriving at 21.00 in Cengkareng, Jakarta. Their reservations have
been confirmed. Is that alright, Miss Susanti. Here are your tickets.
Thank you for your reservation.
Activity 9
Look at the following two passenger coupons in different tickets. Write

how you will repeat the reservation.
Passenger’s coupon (a)

Passenger’s coupon (b)
Activity 10
Study the following electric ticket or computer generated ticket from

Bravo Tours, Sydney, Australia. The information in the ticket is more or
less similar to the information in the passenger coupon. Work in pair to
try to repeat the reservation based on the ticket to each other.
ELECTRIC TICKET
PASSENGER ITINERARY/RECEIPT.
NAME : WHITNEY/BRETTMR
FREQ TVL ID: ETKT NBR 618 1649895619-
ISSUING AIRLINE : SINGAPORE AIRLINES

ISSUING AGENT : BRAVO TOURS SYDNEY AU / B H 8 R V 2
BOOKING REFERECE : KWYQLQ/AA SALES PERSON :

BH8RV2
INVOICE NBR : CUSTOMER NBR:
NAME REF : TOUR CODE :
NR4EMALLAV
DATE OF ISSUE : 27AUG04 IATA : 02 – 343913
FROM TO FLIGHT C DATE DEPT FARE BASIS ST

MELBOURNE SINGAPORE SQ 218 M O5SEP 0050 YLEE35
OK

BAGS: 20K VALID: -10OCT
SINGAPORE JAKARTA C SQ 152 M 05SEP 0800 Y OK
BAGS: 20K VALID -10OCK
JAKARTA C SINGAPORE SQ 167 M 15SEP 2015 Y OK

SINGAPORE MELBOURNE SQ 237 M 15SEP 2345 YLEE35
OK

ENDORSEMENTS: NON-ENDORSE/NON-REFUND/VALID SQ ONLY/REF ISS OFFICE
FARE CALC: MEL SQ X/SIN455.18YLEE35 SQ CKG274. 64Y SQ X/SIN274.64Y SQ ME

L455.18YLEE35 NUC1459.64END ROE1.434587 XT21.22WY56.00YQ
FORM OF PAYMENT :AGT

FARE: AUD 2094.00 TAX: 38.00AU TAX: 4.80WG TA X :
77.22XT
TOTAL: AUD 2214.02
TRANSPORTATION AND OTHER SERVICES PROVIDED BY THE CARRIER ARE SUBJECT TO CONDITIONS
OF CONTRACT AND OTHER IMPORTANT NOTICES WHICH ARE DELIVERED WITH THIS ITINERARY/
RECEIPT AND FORM PART OF THE CONTRACT OF CARRIAGE.
PLEASE ENSURE THAT YOU HAVE RECEIVED THESE NOTICES AND IF NOT CONTACT THE
NEAREST OFFICE OF THE ISSUING AIRLINE OR TRAVEL AGENT TO OBTAIN A COPY PRIOR TO THE
COMMENCEMENT OF YOUR TRIP.
Activity 11a
Work in pair and use the following flight schedules and the blank pas-
senger coupons available on the next pages. One of you become a cus-
tomer and the other becomes a reservation officer. The customer feels
free to reserve a flight based on the route available in the schedule and
not forget to ask the available flights, time of departure and arrival, to
book a room, to ask whether there is a stopover or transit, etc.
Activity 11b
The other students (neither the customer nor the reservation officer
in Task 9a) use the following form to evaluate how the ticketing officer
handles a reservation. Tick as appropriate then give it back to the of-
ficer.
Evaluation form of Flight Reservation
Asking what your customer reserves Good Fair Bad

1. Greeting
2. Asking name & spelling
3. Asking destination
4. Asking the number of passengers, names & spellings
5. Asking the types of class
6. Asking the departure date
7. Asking hotel’s room (if any)
8. Asking type of room (if any)
9. Asking special requests(if any)
10. Asking contact address business
11. Asking the contact address (included name, address
& phone number)
12 Checking the space availability
Repeating the whole reservation Good Fair Bad

1. Contact address if any
2. Name and number of passenger
3. Name of carrier
4. Number of flight
5. Type of service
6. Departure date
7. Arrival date
8. Departure time
9. Arrival time
10. Hotel reservation if any
11. Special requests if any
12. Informing ticket fare
13. Asking method of payment
14. Asking whether everything is alright.

15. Presenting the ticket or informing when to col-
lect the ticket.
16. Last greeting
Accuracy of the information

Correctness in spelling names
Communication
Friendliness
Courtesy
Grooming

Date __________________
Evaluator :
Activity 12
Study the following passengers’ notice concerning China Airline for

Handling Overbooking Flight.
Overbooking of Flight
In order to meet passengers’ travel needs, Air China may occasionally

overbook certain flights that are likely to have empty seats at the time
of departure resulting from passengers who fail to board after mak-
ing a reservation. Air China strives to limit the number of empty seats
on each flight and to allow more passengers to take the flights of their
choice. We will limit the number of oversold tickets and therefore, pas-
sengers with confirmed reservations rarely will be denied boarding. In
the event that passengers are asked to give up their seats on an over-
sold flight:
A. We will first seek volunteers who are willing to take flights at a later
time or those who are willing to cancel their travel plans.
B. If a sufficient number of volunteers are not obtained, we will board

passengers according to the following boarding priority rules:
1. Passengers with an urgent need to deal with public affairs;
2. Special needs passengers who have been pre-approved by Air
China and who have made arrangements prior to the flight,
such as the elderly, sick, disabled, expectant mothers and un-
accompanied children;
3. Passengers holding First Class or Business Class tickets;
4. Air China Platinum Members, Gold Members and other Star Alli-
ance Gold Members;
5. Passengers who have confirmed seats on connecting flights and
have a short connecting time before their next flight;
6. Air China Silver Members and other Star Alliance Silver Members;
7. Passengers with documented special reasons who must travel
urgently (e.g. visa is about to expire).
C. We will provide customer services for passengers who are denied

boarding on oversold flights including:
1. We will try to arrange a seat on the next available flights for
those passengers;
2. Refund tickets on an involuntary basis with no refund penalty;
3. Re-route passengers on an involuntary basis (for alternate
flights, overpayment will be refunded and supplemental pay-
ment for any deficiency will not be charged);
4. Provide free accommodations to passengers whose alternate
flights are on the following day.
D. In addition to the services stated above, Air China will also offer
compensation under certain circumstances according to passen-
gers’ ticket prices, flight miles and waiting time for alternate flights.
1. Compensation Conditions Volunteers and other passengers,
who are denied boarding on oversold flights and can satisfy all
the following conditions, are eligible to receive compensation:
a. Passengers should have confirmed seats (including those
holding mileage-to-award tickets). This does not include

passengers holding tickets from various awards programs
or airline employees holding free or discounted tickets
from staff travel programs;
b. Passengers should check-in for their flights at the designat-
ed check-in counter and within the specified time frame;
c. This does not apply to passengers refused carriage by Air
China according to Air China Limited General Conditions
of Carriage for Passenger and Baggage on International
Flights and Air China Limited General Conditions of Car-
riage for Passenger and Baggage on Domestic Flights.
2. Forms of Compensation
a. Air China will make compensation in one of three forms:
transportation credit voucher, mileage and cash.
b. Air China will offer compensation in the form of mileage
to volunteers and other passengers who hold mileage-to-
award tickets and are denied boarding or are downgraded
to a lower class of service.
3. Currency in Compensation
Air China will use the following forms of compensation:
currency of the country or the region where we pay cash
or issue transportation credit vouchers. We will release
information regarding oversold flights by posting a notice
or by making an announcement over the airport public
announcement system. Thank you for your understanding
and cooperation.
Adapted from Air China (2012)
Activity 13
Write ten (10) questions based on the passengers’ notice above. Use
various question words such as: what, where, when, why, who, whom,
which, whose, how and yes-no questions. Then, work in pair with your
classmate. Ask and answer your questions.
Unit 10
Flight Check-in and

Departure
Activity 1
Read the following check in information from CSAir 2015 and Airport
Notice.
In order to avoid any delay, please prepare enough time for the Board-
ing Procedures when arrive at the airport. Please go through the Board-
ing Procedures and check-in baggage. Pay attention to the airport an-
nouncements when you are waiting in the waiting hall.
Flight Check-in and Departure  111
If a passenger fails to arrive on time at the China Southern Airlines

check-in counters or boarding gate, or fails to produce valid ID and
transport documents, or not ready to travel, China Southern Airlines
may cancel the seat reserved for the passenger in order to avoid the
delay of the flight. China Southern Airlines will not be liable to the pas-
senger for any loss or expense incurred.
If your ID card is lost, in accordance with the related regulations,
you must go to the public security organ in the place where your regis-
tered permanent residence locates. The public security organ will issue
a certificate for lost ID card including such information as name, age,
residential address and the expiry date, and paste your recent photo
without a hat and stamp with the seal of the public security organ. A
certificate for reporting lost ID card will be issued by the public security
organ where your ID card is issued, which contents shall be same as the
above mentioned. Then, you can apply for a temporary boarding cer-
tificate issued by the civil aviation public security organ (located in the
waiting hall of the airport) with your household register or employment
card, letter of introduction and other valid certificates which can certify
your identity. If you do not carry the above mentioned valid certificates
with you during travelling, please contact local civil aviation public secu-
rity organ.
Check-in baggage and collecting the boarding pass
Please go to the service counters to check-in baggage and collect the

boarding pass with the air ticket and your valid ID. The boarding service
will be closed 45 minutes before take-off. To ensure boarding on time,
we recommend that you arrive at the terminal building at least 120
minutes before your flight and proceed to check-in as soon as possible.
Please carry your valid documents (e.g. ID and passport), cash, bills and
expensive items with you.
Illustration 1: EasyJet check-in at London
Source: mrcheapflights.com
Security check
Please have your ID, air ticket and boarding pass ready and submit
to the inspector for inspection. For the flight security, you must walk
through the metal detectors and carry-on baggage must be X-rayed.
Waiting and boarding
Please wait at the waiting hall corresponding to your boarding gate.

Boarding usually starts around 30 minutes before take-off. Please pay
attention to the airport announcements or notice and flight informa-
tion. Please have your boarding pass ready for boarding. Please have
your boarding pass ready when boarding at the gate.
Adopted from CSAir (2015)
Activity 2

a. Why do passengers have to have enough time for boarding?
………………………………………………………………………………………….

b. What will happen if a passenger is not able to show his valid ID?
………………………………………………………………………………………….
c. If a passenger’s ID card is lost, what should he do?
………………………………………………………………………………………….
d. What is a certificate of lost ID card for?
………………………………………………………………………………………….
e. What do you know about local civil aviation public security organ?
………………………………………………………………………………………….
f. If your flight departure is at 11.1.5, what time is the boarding
service is closed?
…………………………………………………………………………………………
f. If your flight departure is at 11.1.5, what time should you arrive at
the airport?
………………………………………………………………………………………….
g. Prior to boarding, a passenger has to go through Security check
inspector. What should be submitted?
………………………………………………………………………………………….
h. What the metal detectors and X-ray at the security check for?
………………………………………………………………………………………….
i. What kind of announcement will be heard before the plane take-
off?
………………………………………………………………………………………….
Activity 3
Study the following expressions for dialogues at the airport and airport
announcements.
 hand luggage

 carry-on luggage

 cabin baggage

 electronic detector

 X-ray

 Is this all your baggage?

 Are these all your bags?

 Please empty your pockets.

 Please walk through this metal detector

 Good morning sir, can I help you?

 Good afternoon madam, may I help you?

 Next, please. Good evening sir, what may I help you?

 Can I have your ticket, please?

 May I check your ticket, please?

 Your ticket please, madam.

 Your travel documents, please.

 And your passport, please.

 Could I see your passport, please?

 Would you like to wait while I check your ticket?

 Let me go through your travel documents. And please wait.

 Could you give me a few minutes to check your ticket and pass-

port?
 Can I have some minutes to go through your travel document?

 You requested a window seat, alright?

 You need to have a non-smoking seat, don’t you?

 Please put your baggage on the scale.

 Your baggage on the scale, please.

 Can you help me to put your baggage on the scale?

 Would you like to put your baggage on the scale please?

 Your baggage is twenty kilograms.

 You have an access baggage of 11 kilograms.

 Would you go to the airport tax counter to pay the airport tax,

please?
 You can settle the airport tax in that counter, over there.

 The airport tax counter over there will help you to settle yours, sir.

 Alright, here are your travel documents, sir.

 Here is your passport, madam.

 And this is your boarding pass.

 Your flight takes off at 11.00. Please go to gate number 7.

 You’ll fly at 13.00. You can wait in the boarding lounge at gate 7.

 Before going to the boarding lounge, please come to the immigra-

tion officer.
 The immigration officer will check your passport and other docu-

ments.
 The immigration officer over there will be helping you to check

your travel documents.
 Thank you for the check-in. Have a nice flight.

 Thank you for flying with us. Have a nice trip.

 How was your flight?

 How was your journey?

 Did you have a good flight?

 There seems to be some metal in your pouch, what is that? Could I

have a look at it?
 It does not need to go through the electronic detector.

 Please open your handbag and let me examine the contents.

 Thank you for your cooperation.

 How long do you plan to stay in our country?

 What places will you be visiting here?

 Where will you be staying in the city?

 What’s the value?

 How much did you buy them?

 Can I have at look at bracelet?

 I’m sorry that I had to trouble you.

 I hope you have a pleasant stay.

Activity 2
Read the following dialogues and airport announcements carefully.
a. Check-in officer weighing baggage
Check-in officer : Yes, next please.

Passenger : This is my ticket.
Check-in officer : Yes, thank you. Let me check your ticket.
Passenger : Yes, please. ………. This is my baggage.
Check-in officer : How many pieces do you have?
Passenger : These three.
Check-in officer : Alright, could you just put them there on the scale?
Passenger : Certainly, sir.
Check-in officer : It’s 21 kgs altogether.
Passenger : Will you charge for the one kilo overweight.
Check-in officer : No, that’s fine.
Passenger : Thank you.
Check-in officer : These are the baggage tags. Let me remove the old
tags and attach these new ones on. Could write your
name, address and destination.
Passenger : Ok, thank you.
Check-in officer : You’re welcome.
b. Security officer checking a passenger’s cabin baggage
Security officer : Good afternoon, madam.

Passenger : Good afternoon.
Security officer : Would you please put your handbag and pouch on
the conveyer belt.
Passenger : I have a camera and some undeveloped film in this
bag that I don’t want x-rayed.
Security officer : If you can show me the contents, it doesn’t need to
go through the x-ray.
Passenger : Thank you, Can I go through now?

Security officer : Yes, please.
c. Immigration officer checking passenger’s passport
Immigration officer : Good morning.

Passengers : Good morning.
Immigration officer : May I have your passports, please.
Passengers : Certainly, sir. Here it is.
Immigration officer : Thank you. Where would you like to go?
Passengers : Singapore.
Immigration officer : How long will you to stay there in Singapore?
Passengers : About two weeks.
Immigration officer : Don’t you plan to go to Malaysia as well?
Passengers : I hope so.
Immigration officer : Alright, here is your passport. And have a nice
trip.
Passengers : Thank you.
Activity 3
Work in pair to practice dialogues above and airport announcements

above. First you practice by changing some of the information such as
the greetings, name of the flight, the weight, the time of departure, the
gate, etc. then try to do free practice by not looking at the examples of
the dialogues or airport announcement.
Activity 4
Study the following check-in procedure.

Check-in Procedure
a. Greeting
b. Asking for passenger’s ticket and other travel documents (passport,
medical certificate).
c. Checking passenger’s name in the list or passenger manifest
d. Checking intermediary (first, second) destinations and final desti-
nation for connecting flights
e. Extracting flight coupon
f. Checking passenger’s requests (e.g. seating preference, visa or
transit visa, etc.)
g. Asking passenger to put his baggage on the scale available includ-
ing cabin baggage
h. Weighing passenger’s baggage
i. Filling in the number of pieces and weight of the baggage in the
baggage column of flight coupon
j. If the weight of the baggage is more than the allowed weight, the
passenger is given Excess Baggage Ticket.
k. Removing the old tag
l. Labeling passenger’s baggage or attaching the new tag
m. Attaching claim tag on the ticket cover
n. Asking passenger to settle the airport tax
o. Returning ticket and the other flight documents and giving the
boarding pass
p. Informing passenger the boarding time, gate number, etc.
q. Allowing the passenger to go to the immigration officer to pay fis-
cal
r. m. Last greeting
s. Security check
t. Waiting the boarding in the waiting room
u. Boarding
Activity 5
Work in pair to go through the procedure. One acts as an passenger

(candidate) and the other as an officer. Practice what to ask or say to
the passenger (if needed) for each step in the procedure.
Activity 6
Learn the following dialogues of late check-in.
a. Late check-in passenger
Passenger : Good morning, sir. I’m sorry I am late.

Check-in officer : It’s alright I hope you can still catch the flight. Can
I have your ticket and other flight documents? And
please put your baggage on the scale.
Passenger : Yes, here they are. I’ll just put my baggage on the
scale.
Check-in officer : Thank you. Could you wait a moment? I’ll check your
ticket and the weight of your baggage.
Passenger : Yes, please. Thank you.
Check-in officer : Alright, here you are. If you have no problem with
the immigration, I believe you can catch the flight.
Passenger : Thank you very much indeed.
Check-in officer : You’re welcome and have a nice flight.
Passenger : Thank you. Goodbye.
b. Late check-in passenger and missing the flight
Check-in officer : Good afternoon, sir. What can I help you?

Passenger : Yes, I want to check-in but I am late due to a car ac-
cident.
Check-in officer : I’m sorry to hear that.
Passenger : Could I still go boarding?
Check-in officer : I am afraid it is impossible because the aircraft is
about to take off.
Passenger : Oh, no. What should I do then?

Check-in officer : You might be able to take the next flight if available.
Passenger : Really? How can I do that?
Check-in officer : Please come to the airline ticket counter over there
to sort it out.
Passenger : Yes, thank you very much. I’ll go there right away.
c. A late passenger reporting to an officer at the airline

ticket counter.
Ticketing officer : Good afternoon. Can I help you?

Passenger : Yes, afternoon. I missed the flight due to a car acci-
dent on my way to the airport.
Ticketing officer : I’m sorry to hear that. Could I have your ticket,
madam?
Passenger : Certainly, sir. Here it is.
Ticketing officer : Alright. What I can do is to alter with the next flight?
Passenger : What time is the next flight?
Ticketing officer : The next flight will be at the same time tomorrow.
Would it be alright?
Passenger : It’s fine. Is there any extra charge for it.
Ticketing officer : Yes, certainly but not much.
Passenger : How much is it?
Ticketing officer : Let me calculate it first. …….. Yes, it’s about Rp…….. or
equivalent to US$ ……… How would you pay?
Passenger : In Rupiah in cash. Here you are and just keep the
change.
Ticketing officer : Thank you. I hope you have a nice flight.
Passenger : Thank you. Goodbye.
Activity 7
Work in pair to practice the dialogues by changing some of the informa-

tion. One of you acts as a passenger and the other as a check-in officer
or an airline ticketing officer. Then, practice some other possible dia-

logues in different cases. The following expressions are useful.
 Good morning. What can I do for you, madam?

 It’s a pity. I’m sorry to hear that.

 Would you like to wait while I’m sorting this out.

 Could I check it first?

 You are late but if you have no problems with the customs and im-

migrations you may….
 I’m afraid you cannot bring this dangerous item.

 I think this item belongs to the dangerous article to be brought to

the cabin.
 What you can do is….

 I suggest you to leave it or send it through cargo.

 You’d better send it via cargo agent.

 I’m sorry this pair of succors could not be brought to cabin.

 What I can do is to take with another flight.

 You can leave it here and will send it to your destination airport if

you want to.
Activity 8
A passenger is advised to listen to boarding announcement and to see

the departure notice. Study the following boarding announcement
based on the departure notice from CGK Soekarno-Hatta International
Airport.
a. Good morning passengers. This is the pre-boarding announcement

for flight CZ 388 to Guangzhou. We are now inviting those pas-
sengers with small children, and any passengers requiring special
assistance, to begin boarding at this time. Please have your board-
ing pass and identification ready. Regular boarding will begin in ap-
proximately ten minutes time. Thank you.
b. Can I have your attention please? Passengers for Bandar Lampung

on flight GA 72 – this flight is now boarding at gate number 7. GA
72 to Bandar Lampung boarding now at gate 7. Thank you.
c. Attention, please. LionAir passengers to Praya, Lombok on flight JT
656. This flight is now boarding at gate 9. JT 656 to Praya, Lombok
boarding now at gate 9. Thank you.
d. May I have your attention, please? Would Mr. Wittney travelling to
Denpasar, Bali, please contact Garuda Indonesia ticket office next
to the east entrance on the first floor. Mr. Wittney travelling to
Denpasar, Bali to please contact Garuda Indonesia ticket office next
to the east entrance on the first floor. Thank you.
e. Attention, please. Would Mr. Coleman from Leeds, UK. Please con-
tact Garuda Indonesia check-in. Mr. Coleman from Leeds, UK, to
please contact Garuda Indonesia check-in. Thank you.
f. May I have your attention please? LionAir passengers to Pontianak
on JT 712 departing at 9.20 a.m. is delayed until 10.00 due to a
small engine trouble. LionAir passengers to Pontianak on JT 712
departing at 9.20 a.m. is delayed until 10.00 due to a small engine
trouble. We are very sorry for the delay. Thank you.
g. This is the final boarding call for passengers David and Lukas
Widyanto booked on flight JT 282 to Kuala Lumpur. Please proceed
to gate 3 immediately. The final checks are being completed and
the captain will order for the doors of the aircraft to close in ap-
proximately five minutes time. I repeat. This is the final boarding
call for Erin and Fred Collins. Thank you.
h. Ladies and gentlemen, can I have your attention, please? We regret
to inform you that a thunderstorm in… has delayed several flights.
… Flight 963 to… , scheduled for departure at… from gate C-7, is
now scheduled to depart … from gate C-4. … Flight 226 to…, sched-
uled for departure at 11:30 from gate B-8, is now scheduled to
depart at 2 o’clock. In addition, all flights arriving on…. have been
delayed one hour. Flights arriving on… have been delayed intermit-
tently. Please check the arrivals and departure boards, located on
the concourses of each main terminal, for more specific informa-
tion and updates on individual flights. For passengers who will miss
connecting flights, please go to the customer service desk of your
respective airlines for assistance. We are sorry for the inconve-
nience.
Activity 9
Work in pair practice giving announcement based the following depar-

ture notice at CGK Soekarno-Hatta International Airport.
Departure Notice
CGK Soekarno-Hatta International Airport
Flight Carrier Destination Departure Status

China
(CAN) Scheduled
CZ 388 Southern 9:05 AM
Guangzhou On-time
Airlines
Garuda Indo- (TKG) Bandar
GA 72 9:25 AM En Route
nesia Lampung
Scheduled
JT* 656 Lion Air (LOP) Praya 10:05 AM
Delayed
(KUL) Kuala
JT* 282 Lion Air 9:31 AM En Route
Lumpur
Garuda
GA 152 (BTH) Batam 9:10 AM Scheduled
Indonesia
(PLM)
JT* 330 Lion Air 9:10 AM Scheduled
Palembang
(PKU)
ID* 6852 Batik Air 9:13 AM En Route
Pekanbaru
JT* 692 Lion Air (SUB) Surabaya 9:10 AM Scheduled
(PKN)
TGN 708 Trigana Air 9:15 AM Scheduled
Pangkalanbuun
Garuda
GA 148 (PDG) Padang 9:15 AM Scheduled
Indonesia
(PNK)
Pontianak
(UPG) Ujung
SJ 592 Sriwijaya Air 9:20 AM Scheduled
Pandang
(KNO) Kuala
Namu
SJ 210 Sriwijaya Air (SOC) Solo City 9:20 AM Scheduled
Singapore
SQ 955 (SIN) Singapore 9:22 AM En Route
Airlines
Virgin
VA 5623 ^ (SIN) Singapore 9:22 AM En Route
Australia
(BPN)
Balikpapan
JT* 376 Lion Air (BTH) Batam 9:25 AM Scheduled
(JOG)
ID* 6364 Batik Air 9:25 AM Scheduled
Yogyakarta
Garuda Indo-
GA 830 (SIN) Singapore 9:02 AM En Route
nesia
Xiamen Air-
MF 9034 ^ (SIN) Singapore 9:02 AM En Route
lines
Jet Airways
9W 4106 ^ (SIN) Singapore 9:02 AM En Route
(India)
Garuda (DPS)
GA 404 9:35 AM Scheduled
Indonesia Denpasar
Garuda Indo- (SRG)
nesia Semarang
JT* 604 Lion Air (DJB) Jambi 9:40 AM Scheduled
Garuda Indo- (PLM)
nesia Palembang
(PKU)
Pekanbaru
(PGK)
SJ 72 Sriwijaya Air 9:40 AM Scheduled
Pangkalpinang
(PGK)
CTV 9523 Citilink 9:40 AM Scheduled
Pangkalpinang
Adopted from Flight Stats (2015)
Unit 11
On-board Announcements
Activity 1
Match the following pictures with the words by writing the words un-
der the pictures.
a. take-off e. life jacket i. escape slide

b. landing on water f. life raft j. emergency exit
c. no smoking g. emergency landing k. oxygen mask
d. seatbelt h. decompression l. luggage rack
1. … 2…
Source: illinois.edu Source: english4aviation
3. … 4 …
Source: CBS New York Source: DSS Aviation
5. … 6…
Source: Tribunnews.com Source: www.v2.com

On-board Announcements  127
7. … 8. …
Source: www.popsugar.com Source: http://www.huffingtonpost.com/2014
9. … 10. …
Source: https://www.dawn.com/news/ Source: CCTV News
11. … 12. …
Source: Traveller.com.au Source: http://www.ebay.com/itm/

Activity 2
Match the words of phrases with the pictures of a plane.

k. nose o. wing s. flaps
l. vertical stabilizer p. rudder t. slats
m. horizontal stabilizer q. spoiler u. cockpit
n. turbojet engine r. elevator v. aileron
Adapted from Oxford Advanced Learner’s Dictionary (2010)
Activity 3
Match the words on the left column with their meaning on the right
column by drawing lines. One is given as an example.
1. aboard bags or cases that contain somebody’s

clothes and things when they are travelling
2. baggage to fill something or become filled with gas
or air
3. lavatories to close or join together the two parts of
something to become closed or join togeth-
er
4. compartment a room with a toilet in it, a toilet
5. fasten on or onto a plane, ship, bus or train
6. attendant one of the separate sections that something
such as a piece of furniture or equipment
for keeping things
7. inflate pieces of rope or wire in the shape of a
curve or circle
8. loops a person whose job is to serve or help
people in a public place
9. vest a piece of under wear worn under a shirt
next to the skin
10. secure a strip of leather or fabric that is used to
fasten something or keep something in place
11. strap to protect something so that it is safe and
difficult to damage
12. crew the area around the middle of the body
between the ribs and the hips
13. flap the height above the sea level
14. waist a flat piece of paper, fabric or metal that is
attached to something along one side and
that hangs down and covers an opening
15. altitude the people whose job is to take care of pas-
sengers on a plane
Activity 4
Study the following special expressions.

v Welcome on board.
v disembark
v rest room
v seatbelt sign
v Fasten your belt.
v Have a nice flight.
v Please enjoy your meal.
v under the seat in front of you
v in the overhead compartment
v I’d like to welcome you on board Garuda Indonesian flight number

204.
v The weather for our flight this morning is sunny and the tempera-
ture is 20 C.
v Our flying time should be approximately three and half hours.
v We should be arriving at….. Airport in Thailand at………….p.m.
v We’ll be flying at an altitude of 28.000 feet, and our cruising speed
will be 576 miles per hour.
v After the seatbelt sign is off, if you care to walk around the cabin,
you feel free to do so.
v For your own safety, please stay in your seats and keep your seat-
belts fastened.
v We’d like to ask you that you keep your seatbelts loosely fastened.
v We should be on the ground and ready to disembark at about 3.50
p.m.
v I’d estimate that we will be on the ground in about thirty minutes.
v We hope you enjoy your flight.
v On behalf of Merpati Airlines, we’d like to thank you for flying with
us.
v Thank you for flying with Garuda Indonesia.
v Thank you for travelling on Garuda Indonesia
Activity 5
Read the following announcement.
a. Boarding
This announcement is usually made while the aircraft is parked at the

gate and the last passengers are boarding.
Ladies and gentlemen, the Captain has turned on the Fasten Seat
Belt sign. If you haven’t already done so, please stow your carry-on lug-
gage underneath the seat in front of you or in an overhead bin. Please
take your seat and fasten your seatbelt. And also make sure your seat
back and folding trays are in their full upright position.
If you are seated next to an emergency exit, please read carefully
the special instructions card located by your seat. If you do not wish to
perform the functions described in the event of an emergency, please
ask a flight attendant to reseat you.
At this time, we request that all mobile phones, pagers, radios and
remote controlled toys be turned off for the full duration of the flight,
as these items might interfere with the navigational and communica-
tion equipment on this aircraft. We request that all other electronic
devices be turned off until we fly above 10,000 feet. We will notify you
when it is safe to use such devices.
We remind you that this is a non-smoking flight. Smoking is prohib-
ited on the entire aircraft, including the lavatories. Tampering with, dis-
abling or destroying the lavatory smoke detectors is prohibited by law.
If you have any questions about our flight today, please don’t hesitate
to ask one of our flight attendants. Thank you
b. Door closure
Usually before the door is closed, or while it is closed, this announce-

ment is made by flight service director.
Good morning ladies and gentlemen. I am your flight service direc-
tor and my name is Rini Santoso. We’d like to welcome you aboard Ga-
ruda Indonesia Flight 805 to Thailand. At this time, please check to see
that your seatbelt is fastened, your seat is upright, and your tray table
is closed. Your cabin baggage should be in the overhead compartment.
No smoking will be permitted until the captain turns off the “No Smok-
ing” sign, and at no time is smoking permitted in the lavatories.
Our flight time to Thailand will be three and half hours, we will
arrive at 13.30 local time. If you’d like to set your watch it’s now 10
o’clock in Thailand. We will be flying at an altitude of 28,000 feet, and
our cruising speed will 580 miles per hour. Captain Lukas Widyanto will
give you a report on your flight plan just as soon as his duties permit.
It may interest you to know that our cabin attendants on this flight are
able to speak Thai and that we can speak with you in Thai. It is nice to
have you aboard Garuda Indonesia this morning and we hope that you
have a pleasant flight.
c. Take-off/ascent
Usually, the Captain will make a small briefing before take-off, some-
times indicating the priority for take-off (e.g. “We are third in prior-
ity for take-off, we should depart in about five minutes”). But there is
always an announcement like: “Flight attendants, prepare for take-off
please.”; “Cabin crew, please take your seats for take-off.” Within a min-
ute after take-off, an announcement may be made reminding passen-
gers to keep their seatbelts fastened. After passing above clouds or tur-
bulence, the Captain will turn off the Fasten Seatbelt sign, but usually,
the aircraft is still climbing to its cruising altitude. The flight attendants
will then invite the passengers to release their seatbelts if needed.
Ladies and gentlemen, the Captain has turned off the Fasten Seat-
belt sign, and you may now move around the cabin. However we al-
ways recommend to keep your seatbelt fastened while you’re seated.
You may now turn on your electronic devices such as calculators, CD
players and laptop computers.
In a few moments, the flight attendants will be passing around the
cabin to offer you hot or cold drinks, as well as breakfast/dinner/a
snack. Alcoholic drinks are also available at a nominal charge/with our
compliments. (On long flights with inflight entertainment: Also, we will

be showing you our video presentation.) Now, sit back, relax, and enjoy
the flight. Thank you.
d. Thunder storm and turbulence
Occasionally, thunder storm and turbulence may occur during a flight.

The seatbelt sign will turn on and, in case of moderate to severe turbu-
lence ahead, the flight crew will make a brief announcement.
“Ladies and gentlemen, this is the captain speaking. I’ve just turned
on the seatbelt sign and I’d like to request you to return to your seats.
We’re entering a weather front with thunder storm activity, and we’re
going to have a bit of bumpy weather. For your safety, please stay in
your seats and keep your seatbelt fastened. We should pass through
the front in about forty five minutes. Thank you.”
“Flight attendants/Cabin crew, please be seated.” Shortly after the
seatbelt sign illuminates, this announcement will be made. “Ladies and
gentlemen, the Captain has turned on the fasten seatbelt sign. We are
now crossing a zone of turbulence. Please return your seats and keep
your seatbelts fastened. Thank you.”
Descent/final
Before, or during the descent, the Captain will usually make an an-
nouncement with local time and temperature at the destination air-
port, and time left until arrival. It is followed by an announcement from
the flight attendant.
“Ladies and gentlemen, as we start our descent, please make sure
your seat backs and tray tables are in their full upright position. Make
sure your seatbelt is securely fastened and all carry-on luggage is
stowed underneath the seat in front of you or in the overhead bins.
Please turn off all electronic devices until we are safely parked at the
gate. Thank you.”
To indicate the landing clearance or final approach, the Captain will
either make the following announcement and/or blink the No Smoking

sign.
“Flight attendants, prepare for landing please.”  “Cabin crew, please
take your seats for landing.”
It is immediately followed by an announcement by a flight atten-
dant. “Ladies and gentlemen, we have just been cleared to land at Hu-
sein Sastranegara airport. Please make sure one last time your seatbelt
is securely fastened. The flight attendants are currently passing around
the cabin to make a final compliance check and pick up any remaining
cups and glasses. Thank you.”
Landing
After touchdown, and as the aircraft is turning off the active runway
and taxiing to the gate, the flight attendant will do one last announce-
ment.
“Ladies and gentlemen, welcome to Husein Sastranegara Airport
Bandung. Local time is 17.15 and the temperature is 23°C. For your
safety and comfort, please remain seated with your seatbelt fastened
until the Captain turns off the Fasten Seatbelt sign. This will indicate
that we have parked at the gate and that it is safe for you to move
about. Please check around your seat for any personal belongings you
may have brought on board with you and please use caution when
opening the overhead bins, as heavy articles may have shifted around
during the flight. If you require deplaning assistance, please remain in
your seat until all other passengers have deplaned. One of our crew
members will then be pleased to assist you. We remind you to please
wait until you are inside the terminal to use any electronic devices (or
to smoke in the designated areas). On behalf of Garuda Indonesia Air-
lines and the entire crew, I’d like to thank you for joining us on this trip
and we are looking forward to seeing you on board again in the near
future. Have a nice day/evening/night/stay!”
Activity 6
Work in group of threes. One of you acts as a flight service director and
another as a captain. Referring to the announcement above, please
practice giving flight announcement by changing the time, the name of
the flight service director, airline, flight number, destination, the length
of flight, arrival time, the name of the captain, altitude and cruising
speed, etc.
Activity 7
Keep staying in group to practice giving announcement. This time

please try not to look at the texts.
Activity 8
Put the following descriptions based on the sequence of the pictures by

writing numbers. Number one is given as an example.
How to wear the life jacket

Safety Cards, B737-400, MALAYSIA
1 2

3 4

5 6 7

Source: Flickriver.com (2007-2017)
Pull the yellow tabs to tighten the straps around your waist.
Inflate your life jacket after you have left the aircraft, never be-
fore. Inflation is automatic when you pull down on either one of
these red handles. Your life jacket may also be inflated by blowing
through these tubes.
Place your arms through the two loops at the sides.
Take hold of the straps under your arms.
Give them a sharp downward pull to extend the back flap.
Hold the vest in front of you with the top up. Then slip the vest
over your head.
1 Get the life jacket under your seat a pouch.
How to use the oxygen mask

Safety Cards, B737-400, MALAYSIA
1 2

3 4

5 6
Source: Flickriver.com (2007-2017)

Continue to breathe normally until you are advised that the masks
are no longer needed. Do not smoke while the oxygen is in use.
Secure it with the strap as your cabin attendant is now demon-
strating.
Place it over your nose and mouth.
Put another mask on your baby/child the same way you do.
An oxygen mask will be automatically released from the unit
above your seat.
Pull down sharply on the mask.
Activity 9
Work in pair. Look at the pictures then tell the pictures to your partner:
How to wear the life jacket and how to use the oxygen mask to your
partner. Please do not look at the texts.
Activity 10
Read the following life jacket and oxygen mask demonstration individu-
ally. Then act as a steward or stewardess of a flight and read it in front
of the class.
Ladies and Gentlemen, we’d like to give the life jacket and oxygen
mask demonstration in case of emergency. We have provided a life
jacket for each of you. The life jacket is located under your seat. You
may reach down to note its location but please do not remove the
jacket unless you are instructed to do so by your crew.
Your cabin attendant will now demonstrate how to wear the life
jacket. Hold the vest in front of you with the top up. Place your arms
through the two loops at the sides, then slip the vest over your head.
Lean forward in your seat, take hold of the straps under your arms
and give them a sharp downward pull to extend the back flap. Pull the
yellow tabs to tighten the straps around your waist.
Inflate your life jacket after you have left the aircraft, never before.
Inflation is automatic when you pull down on either one of these red
handles. Your life jacket may also be inflated by blowing through these
tubes.
Our cabin altitude is controlled for your comfort but should it
change, an oxygen mask will be automatically released from the unit
above your seat. Pull down sharply on the mask, place it over your nose
and mouth and secure it with the strap as your cabin attendant is now
demonstrating. Continue to breathe normally until you are advised that
the masks are no longer needed. We ask that you do not smoke while
the oxygen is in use. Thank you.
Activity 11
Study the following other flight instructions and information.
Bracing Position
Cross your arms and rest them on the seat in front of you. Place your
head on your arms. If you cannot reach a seat, lean forward as far as
you can and clasp you arms tightly under your legs. When the landing is
made, the airplanes may bounce several times. Hold your position until
the aircraft has come to a complete stop.
Escape slide
For rapid escape to the ground, a special slide is installed at each cabin
door exit. All crew members know how to use the slides. Obey their in-
structions.
Life rafts
Enough life rafts are aboard for everyone, each with room for twenty
five people. Every raft contains rations, first aid and water distilling kits,
and many other useful items. Your highly trained crew will launch the
rafts and explain their use.
Activity 12
Free practice. Work in group of four to practice giving announcement

(Task 3a) and demonstrating wearing life jacket and using oxygen mask
in front of your group without looking at the text above. Then if you are
confident enough, do it again in front of the class.
Activity 13
Study the following safety instruction from Talon Air (2015).

Safety demonstration
The following safety demonstration helps you practice giving informa-

tion to flight passengers. Depending on the type of aircraft and pres-
ence of a video system, this announcement will be made. “Ladies and
gentlemen, I’d like to direct your attention to the television monitors.
We will be showing our safety demonstration and would like the next
few minutes of your complete attention.”
If there is no video system and the flight attendants do the dem-
onstration themselves in the aisles, the announcement might be as
follows. “Now we request your full attention as the flight attendants
demonstrate the safety features of this aircraft.”
Either on the video screen, or live, the safety demonstration might
sound like this. If it is a video presentation, it usually starts with a
friendly welcome from the airline, the reminder of the seatbelt sign
currently illuminated, the seat back and tray table restriction, as well as
the carry-on luggage.
When the seatbelt sign illuminates, you must fasten your seatbelt.
Insert the metal fittings one into the other, and tighten by pulling on
the loose end of the strap. To release your seatbelt, lift the upper por-
tion of the buckle. We suggest that you keep your seatbelt fastened
throughout the flight, as we may experience turbulence.
There are several emergency exits on this aircraft; the front door
emergency exit, over wing emergency exit, and rear door emergency
exit. Please take a few moments now to locate your nearest exit. In
some cases, your nearest exit may be behind you. If we need to evacu-
ate the aircraft, floor-level lighting will guide you towards the exit.
Doors can be opened by moving the handle in the direction of the ar-
row. Each door is equipped with an inflatable slide which may also be
detached and used as a life raft.
Oxygen and the air pressure are always being monitored. In the
event of a decompression, an oxygen mask will automatically appear
in front of you. To start the flow of oxygen, pull the mask towards
you. Place it firmly over your nose and mouth, secure the elastic band
behind your head, and breathe normally. Although the bag does not
inflate, oxygen is flowing to the mask. If you are travelling with a child
or someone who requires assistance, secure your mask on first, and
then assist the other person. Keep your mask on until a uniformed crew
member advises you to remove it. In the event of an emergency, please
assume the bracing position. (Lean forward with your hands on top of
your head and your elbows against your thighs. Ensure your feet are
flat on the floor.)
A life vest is located in a pouch under your seat or between the arm-
rests. When instructed to do so, open the plastic pouch and remove
the vest. Slip it over your head. Pass the straps around your waist and
adjust at the front. To inflate the vest, pull firmly on the red cord, only
when leaving the aircraft. If you need to refill the vest, blow into the
mouthpieces. Use the whistle and light to attract attention. (Also, your
seat bottom cushion can be used as a flotation device. Pull the cushion
from the seat, slip your arms into the straps, and hug the cushion to
your chest.)
The following electronic devices (calculators, CD players, laptop
computers) may be used when the seatbelt sign is off, or when permit-
ted by your crew. Cellular/mobile telephones, remote-controlled toys
or any electronic device operating with an antenna must be turned off
at all times. We remind you that this is a non-smoking flight. Tampering
with, disabling, or destroying the smoke detectors located in the lavato-

ries is prohibited by law.
You will find this and all the other safety information in the card lo-
cated in the seat pocket in front of you. We strongly suggest you read it
before take-off. If you have any questions, please don’t hesitate to ask
one of our crew members. We wish you all an enjoyable flight.
Adapted from Talon Air (2015)
Activity 14
Use the following Lufthansa safety card to practice giving information

again to flight passengers.
Unit 12
On-board Services
Activity 1
Study the following expressions and discuss with your friend when and
where the expressions are used?
v Welcome you aboard.
v Welcome you on board.
v The magazines available are….
v The newspapers we have are….
v Our menu of today is….
v We will be arriving in Bangkok at….
v We will have a transit in Kuala Lumpur for about 60 minutes.
v Your ticket, please.
v Can I have your boarding pass, please?.
v Have a nice flight.

v The cabin attendants will be serving breakfast soon.
v The dinner will be served right away.
What would you like to have, madam?
v
Which do you like?
v
v Which do you prefer?
v Certainly, madam.
v My pleasure, sir.
v Right away, sir.
v Yes, of course.
v Is that better?
Please enjoy your lunch.

v
Thank you for flying with us.
v
I hope to see you again in the coming flights.
v
Have a nice trip.
v
v Have a nice journey.
Activity 2
Study the following dialogues. Prior reading the dialogues, a drawing

game is suggested (See File 12.1.)
a. Welcoming a passenger aboard
Flight attendant : Welcome aboard our aircraft. Your seat is on the

left-hand side of the plane, in the third row.
Passenger : Thank you. Where can I put my bag?
Flight attendant : Let me put it in the compartment overhead.
Passenger : That’s better. Thank you. Do you have anything I can
read?
Flight attendant : Yes, we do. There are some magazines and some
booklets in the seat pocket in front of you.
On-board Services  145
b. Helping passenger with his seatbelt
Flight attendant : Can I help you, madam?

Passenger : I can’t fasten my seatbelt. Can you help me with it?
Flight attendant : Certainly. Insert this and push then pull the strap to
fasten it.
Passenger : Thank you. Can I hold this bag in my lap?
Flight attendant : It would be better if you put it under the seat in
front of you or in overhead compartment. If the
plane should turn suddenly during the landing the
bag might slip out of your hands. You might fall
against it and get hurt.
Passenger : Oh right, thank you. Let me just put it down here un-
der the seat.
Flight attendant : Good, thank you.
c. Helping passenger with his reclining seat
Passenger : Excuse me. My seat is stuck. Can you do something

with it?
Flight attendant : Certainly, sir. This is the button to press while you
push the seat backwards.
Passenger : Alright, thank you.
Flight attendant : Now just push the button and let me push the seat
backwards.
Passenger : Ok
Flight attendant : There you are. Is that fine?
Passenger : Yes, it’s better.
d. Helping passenger filling immigration card
Passenger : Could you help me to fill in this card, please.

Flight attendant : Certainly, what’s your problems?
Passenger : I don’t know what it means when it asks for sur-
name.
Flight attendant : That’s your family or last name.

Passenger : I don’t have a family name.
Flight attendant : Just write your name then.
Passenger : What does country of origin mean?
Flight attendant : It means where you were born or birth place.
Passenger : Thank you for your help and what should I do with
the card?
Flight attendant : Sign your name at the bottom and give it to an immi-
gration official in the airport after the plane lands.
Activity 3
Work in pair to practice the dialogues above then try to practice help-
ing any possible problems on board. Beside the two situations above
you can also refer to the following situations.
a. Asking where the toilet is.
b. Asking how to open a compartment.
c. Asking sanitary bag as you have a travel sick.
d. Asking where the ashtray is as you smoke.
e. Asking a blanket as you feel very cold.
f. Asking for something (magazine or newspaper) to read.
Activity 4
Study the following food and drink based on the seating chart.
Common Food and drink served in Airline
Source: wikimedia.org Source: Hernasari (2013)

Garuda Indonesia
The Airline of Indonesia
7D 7E
7F 7G 7H
D-NC RB
VG CH CH
8D 8E A 8F 8G 8H
I
CH LC S D-NC: LC RB
9E L
9D E 9F 9G 9H
BS
*.... CH *--- LC
10F
10D 10F 10G 11H
BS
BS VG VG LC
Notes: LC. Lamb chop
VG. Vegetarian BS. Beef steak
RB. Roast beef D-NC: Diet Non Cholesterol
CH. Chicken *Anything except VG, D-NC
Drinks
Orange juice OJ Vodka and tonic VT
Tomato juice TJ Bourbon and soda BS
Melon juice MJ Bourbon and water BW
Coca cola Coke Scotch and Soda SS
Sprite Sp Sherry Shr
Gin and tonic GT Ginger ale GA
Activity 5
Study the following dialogues “Serving food and drink to passengers”.
a. Serving food to passenger no. 7F
Stewardess : Good evening, sir.

Passenger : Yes, good evening. Oh, good. The dinner is ready to be
served.
Stewardess : Certainly, sir. Would you like to open your tray table,
please.
Passenger : OK. Could I know what you serve tonight?
Stewardess : As usual we serve chicken, roast beef, beef steak, lamb
chops and vegetable sate for the vegetarian. According
to my list you are a vegetarian, aren’t you? (You order
vegetarian food, don’t you? Or your order is vegetarian
food, isn’t it?)
Passenger : Yes, I’m a vegetarian.
Stewardess : So, we serve you vegetarian food. Alright here you are.
Stewardess : Please enjoy your sate.
b. Serving drink to passengers
Stewardess : Excuse me, sir. Would you like to have tea or coffee?
Passenger : Tea, please.
Stewardess : Fine, here it is.
Stewardess : My pleasure. And what about you, madam?
Passenger : Do you have orange juice?
Stewardess : Yes, certainly, here is your orange juice.
Passenger : Thank you very much.
Stewardess : My pleasure.
Activity 6
Work in pair to practice serving food and drinks based on the seating
chart and drink list in Activity 4.
Handling small complaints
Passenger : Miss Reka.

Stewardess : Yes, madam. What can I do?
Passenger : My tea is not sweet. Can I have some sugar?
Stewardess : Certainly madam, here you are.
Stewardess : You’re welcome.
Passenger :
Miss………. (stewardess)
Stewardess :
Yes, sir. What may I help you?
Passenger :
I haven’t got the drink.
Stewardess :
I’m very sorry about this, sir. And what would you like to
drink.
Passenger : Orange juice, please.
Stewardess : All right. This is your orange juice, sir.
Activity 7
Study the following expressions for handling complaint.

v I’m sorry, sir.
v I’m very sorry, madam.
v I’m extremely sorry about this.
v I do apologize, sir.
v Yes, madam, what can I do for you?

v Yes, sir, can I help you?
v Could I help you, madam.
v Could I do something for you, sir?
v My pleasure, sir.
v All right, madam.
v You’re welcome.
v Don’t mention it.
v Here is your tea.

v Here is the newspaper, sir.
v This is your orange juice.
v This is the magazine, madam.
v I’ll get some for you.
v I’ll get one for you.
Activity 8
Work in pair to practice handling small complaints. One of you acts as a

stewardess or cabin attendant and the other acts as a passenger. Your
complaints may refer to services, food and drink, or facilities.
Activity 9
Match the words in the left column with meaning in the right column
by writing the numbers before the descriptions. Number one is given as
an example.
1. aisle a small kitchen on a plane where food

can be made ready to be served.
2. bassinet a small box for baby that looks like a
basket
3. diet babies or very young children
4. effects a set of steps that can be moved and
used for getting on and off a plane
5. galley personal possessions or belongings
6. infants 1 a passage between rows of seats in a
plane
7. log or log book the act of giving or receiving official in-
formation about something
8. notification to say farewell or goodbye
9. ramp an official record of events during a par-
ticular period of time especially a jour-
ney on a plane
10. to bid farewell a limited variety or amount of food that
we eat for medical reasons
Activity 10
Study the following typical flight service duties which are put into sev-
eral categories in chronological order.
A. Pre-departure
1. A chief stewardess holds a short briefing to assign specific duties

and explain plans for the flight.
2. One stewardess goes to the passenger departure area and intro-
duce herself to the passengers.
3. The other stewardesses
a. check the cabin, galleys, lavatories, supplies and equipment,
etc.
b. check the demonstrator life jackets and oxygen masks.
c. begin preparation of the first cocktail or meal service.
d. secure equipment for the takeoff.

e. set up bassinets if there are going to be infants on board the
flight.
f. place magazines, route maps, news papers, and time tables in
the magazine racks in each section.
B. Passenger reception
1. The stewardess check the boarding music for the correct volume.
The music is played over the plane loudspeaker system before
takeoff and not during the flight.
2. A stewardess stands at each cabin door to welcome passengers
and checks passengers’ tickets.
3. The customer service representative informs the chief stewardess
of the number of passengers who have checked in.
4. The stewardess check that all the documents needed for the flight
are on the plane.
5. A flight attendant goes into the cockpit and tells the flight engineer
that the cabin check is complete.
6. The chief stewardess makes the welcome announcement right af-
ter the cabin doors are closed.
7. Before takeoff, the stewardess gives the life jacket and oxygen
mask demonstration if required.
C. After take off
1. The flight service crew checks the flight conditions and make an-
nouncements including estimated flight time, notification of meal
service, and also about in-flight movies.
2. The flight service crew checks to see the comfort of the passengers
including passengers with babies.
3. The flight service crew offers pillows and blankets to passengers
and helps them to adjust their seats.
D. Mid-flight
1. The cabin attendants check the special information log and the
seating chart for passengers who require special attention includ-
ing mothers with young children and those who need special diets.
2. The stewardess attempts to identify passengers who have language
problems and assist them.
3. The cabin attendant learns to find out the special needs of certain
group of passengers like food.
4. The stewardesses serve the food and drink.
5. The stewardesses make frequent cabin checks throughout the
flight every fifteen minutes. They should walk the length of the
aisle and smile at the same time. They must pay careful attention
to their personal appearance such as grooming and courtesy.
6. The stewardess control the cabin temperature.
7. Before arriving at the destination, the cabin attendants distribute
and explain any passenger documentation and entry forms that
must be filled out.
E. Pre-arrival
1. The cabin service crew performs a number of duties like returning

all equipment, clean the galleys, and turn off all switches in the gal-
leys.
2. They gather up pillows, blankets and magazines and make sure that
the cabin, lounge, and lavatories are clean and neat.
3. The stewardesses checks to see that seatbelts are fastened, the
seats are in the upright positions and the tables are closed.
4. The stewardess makes several announcements: the landing, (local)
time and weather conditions, transit stop, the length of transit, etc.
and advices the passengers to take their personal effects and to
have their travel documents ready.
F. After arrival
1. The stewardess turns on the cabin music, then on behalf the air-
line, thanks the passengers for travelling on the flight.
2. The stewardess station themselves to bid the passengers farewell.
One of them is at the foot of the ramp in order to help anyone who
needs assistance.
3. The other checks to make sure that passengers have not left any
personal effects.
Activity 11
Work in pair to tell each other the duties of cabin crew or attendants.
Then based on two certain duties, write two possible dialogues be-
tween passengers and cabin attendants.
Unit 13
Flight Arrival Services
Activity 1
Study the following special expressions in flight arrival services.

v arriving at the airport
v getting off the plane
v disembark–to leave the aircraft
v nice landing
v last greeting from the captain and cabin attendants
v conveyer belt
v customs officer
v baggage claim area
v pick up the baggage
v report to the officer about the serious damage and lost baggage
v go to the customs counter
v hiring a taxi
v taxi service
v duty free
v hotel service
v filling in a lost and found card
v Thank you for the nice landing captain.

v How was the flight?
v Thank you for being with us.
v Have a good stay in London.
v We hope to see you again.
v Shall I open my cabin baggage?
v Do you bring any gift for your friends here?
v How long do you plan to stay here?

v Do you have anything to declare?
v What is their value?
v It’s still under duty-free allowance.
v I brought… for….
v There is a duty on some of them.
v The total of your purchases is under the amount you are allowed.
v I’m sure there is no duty on them.
v Thank you for your cooperation. I’m sorry to trouble you.
v That’s fine.
v I understand it is your job to inspect everything brought into the
country.
v Thanks for being courteous.
v I hope you have an enjoyable time.
Flight Arrival Services  157
Activity 2
Read the following dialogues on flight arrival.
a. Immigration officer inspecting passenger’s passport on

arrival
Immigration officer : Good afternoon, madam. How was the flight?

Passengers : It was great, thank you.
Immigration officer : May I have the card you filled out on the plane
and your passports, please.
Passengers : Yes, here you are.
Immigration officer : Thank you.
Passengers : Should I open our cabin baggage?
Immigration officer : No, that’s not necessary. I know you are tourists.
How long do you plan to stay here in our country?
Passenger : We’re on holidays for two weeks.
Immigration officer : Good. Do you bring any gifts for your friends here?
Passenger : I’m sorry, no.
Immigration officer : Alright, these are your passports, I hope you have
an enjoyable vacation.
b. Customs Inspector inspecting passenger’s baggage
Customs Officer :
Good afternoon.
Traveller :
Good afternoon
Customs Officer :
Do you have anything to declare?
Traveller :
No, I only brought back some small gifts for my
family.
Customs Officer : What is their value?
Traveller : It’s still under duty-free allowance. I bought a neck-
lace for my wife, a watch for my son and a bracelet
for my daughter.
Customs Officer : May I see them? There is a duty on some of them
even if the total of your purchases is under the

amount you are allowed.
Traveller : Certainly. Here they are. I’m sure there is no duty
on them.
Customs Officer : Yes, you are right. There is no duty on them. Thank
you for your cooperation. I’m sorry to trouble you.
Traveller : That’s fine. I understand it is your job to inspect ev-
erything bought into the country. Thanks for being
courteous.
Activity 3
Work in pair to practice dialogues above. First you practice by chang-

ing some of the information such as the greetings, name of the flight,
etc. then try to do free practice by not looking at the examples of the
dialogues.
Activity 4
Study the following flight arrival flow chart of Airport Customs and
Immigration Inspection Process adapted from ImmigrationRoad.com
(2012).
Airport Customs and Immigration Inspection Process
All passengers must go through an inspection process conducted by

the Customs and Border Protection (CBP), an agency within the Depart-
ment of Homeland Security. CBP officers will inspect each passenger’s
travel documents and ask questions. Sometimes, fingerprints may also
be collected during the process. If everything looks good the officer
will grant admission to the traveller, and also specify a period of autho-
rized stay in case of non-immigrant visitors. The majority of people go
through this process in just a few minutes, in addition to waiting in line
for inspection.
If the CBP officer still has questions, however, he will send the visi-
tor for second-level inspection. This is typically conducted in a separate

room, and can take hours depending on the situation. The outcome of
a secondary inspection may be regular admission, in which case the
visitor moves on to baggage claim along with other passengers. But it
could also be denial, and the visitor will be sent back on the next flight
available.
Passengers waiting for inspection are often divided into lines: One
for local citizens and permanent residents, and the other for non-immi-
grant visitors. It is important to stand in the right line to avoid wasting
time. Cell phone calls are not allowed in the inspection area.
The next step after immigration inspection is to retrieve your bag-
gage, and the final step is Customs inspection during which your suit-
cases may be opened and checked. The following flow chart demon-
strates the overall inspection process at an airport (ImmigrationRoad.
com, 2012).
Inspection Process
Preparation
Ensure your travel documents are ready
(passport, green card, AP, visa, etc.)

In Flight
Fill out Form I-94 (required for most visitors) and Customs
Declaration Form while on board the plane. Flight attendants
will distribute the forms before landing. These forms may
be available in foreign languages. Ask attendants if you have
difficulty completing the forms.

After Landing
Collect your carry-on luggage and go to the CBP inspection
area. Wait in line. Make sure you find the correct line if
there are more than one.

CBP Inspection
When it is your turn, present your travel documents and answer
questions. You may be requested to take a photo and scan your
fingerprints. If you’re travelling with a spouse, a child or otherwise
as a close group, you may conduct the interview together.

Admission
If you have passed the inspection, CBP officer will stamp your passport
and staple the I-94 card (if applicable) to your passport. Double check the
information for errors, especially your class (status) and duration of stay. It
will be much more difficult to correct a CBP error after you leave
the airport.

Baggage Claim
Go to the baggage carousel and pick up your luggage.

Customs Inspection
Present your declaration form to CBP officers who may or
may not inspect your luggage. If they do check your bags
and find restricted items, you may be asked to pay duty
and/or fines.

Connection Flights
Follow the signs if you need to catch a connection flight. There will
be airport staff to transfer your luggage. Since this is now a domestic
flight, you will not go through CBP inspection again after landing.

Congratulations!
Now you are all set. Simply follow the flow of passengers to depart
the airport. If you have arranged for pick up, they will be at the exit
where you will also have access to ground transportation such as
shuttles, buses and rental cars.
ImmigrationRoad.com (2012)
Activity 5
Work in pair to tell each other the inspection process based on the
chart. Please refer to the expressions in Activity 1
Activity 6
Write you’re the description of the flight arrival chart above in three
paragraphs. If you have finished let your neighbour read and gives com-
ments on what you have written. Give your suggestion to write it better.
Activity 7
Study the following travel identifications and stickers: baggage tag/

identification, boarding pass, passport, visa, ticket, excess baggage
ticket (EBT), etc.
a. Baggage Tags
Source: eBay Shops
b. Boarding Pass
Source: Airliners.net
c. Passport
Source: https://en.wikipedia.org/wiki/Indonesian_passport
d. Visa
Source: http://www.us-passport-service-guide.com/indonesia-visa.html
f. Ticket
Source: Airliners.net
g. Excess Baggage Ticket
Source: http://maulinaoctavia.blogspot.co.id/2011/03/ground-handling.html
Activity 8
Study the following Custom Declaration (BC.2.2). Discuss with your

friends what a custom declaration is, what it is for, how to fill it in and
whom it is submitted to.
Unit 14
Lost Baggage Complaints
Activity 1
Match the following words in Lost Baggage passage with the meaning
by drawing lines. Number 1 is given as an example.
No Words Meanings
1. coverage financial protection so that you get money if
something bad happens
2. depreciate an amount or level of payment
3. excess the amounts of money received during a par-
ticular period by a business
4. heirloom an amount that is more than acceptable, ex-
pected, or reasonable
5. rate to pay back money to someone who has
spent it for you or lost it because of you
6. receipts to (cause something to) lose value, especially
over time
7. reimburse the act of deciding how much money some-
thing might be sold for or the amount of
money decided on
8. jewelry small objects, especially jewelry, which might
be sold for a lot of money
9. valuables decorative objects worn on your clothes or
body that are usually made from valuable
metals, such as gold and silver, and precious
stones
10. valuation a valuable object that has been given by older
members of a family to younger members of
the same family over many years
Activity 2
Read the passage below about Lost Baggage from The Independent
Traveller (2015).
Lost Baggage Complaints  169
Lost Baggage
If the airline loses your bags, make sure you get a written claim for
damages. This may require a different form than the original “missing
luggage” form. This can be done at the airport or by mail.
The maximum an airline pays on lost bags and their contents is
currently limited to $3,400 per passenger on domestic flights, and a
varying rate per passenger for checked baggage on international flights
based on the Warsaw Convention or the Montreal Convention. In the
United States, if you paid a checked baggage fee for your lost bag, the
airline must refund your fee. Check your carrier’s website for specifics.
You may need to produce receipts to prove the value of items you
had in your suitcase. If you have them, include copies in any docu-
mentation you send to the airline. (Keep in mind that you will be reim-
bursed for the depreciated value of your items—so the airline won’t
give you the full $1,000 you paid for that suit you purchased two years
ago.) You can purchase “excess valuation” protection if your checked
baggage is worth more than these limits (but before doing so, make
sure the items aren’t already covered by your homeowner’s or travel
insurance policy). Some credit card companies and travel agencies also
offer optional or automatic supplemental baggage coverage.
The airlines typically have a long list of items for which they will not
be held responsible; these include jewelry, money, heirlooms and other
valuables. These sorts of items should always be left at home or packed
in your carry-on bag.
The Independent Traveller (2015)
Activity 3

1. What will you do if an airline loses your baggage?
…………………………………………………………………………………….
2. Will the airline pay your lost baggage as much as the value of your
lost baggage?
…………………………………………………………………………………….
3. Is the rate of the lost baggage per passenger for the domestic flight
the same as international flight?
…………………………………………………………………………………….
4. What do you know about the Warsaw Convention?
…………………………………………………………………………………….
5. What documents do you need to include in you lost baggage claim
or letter?
…………………………………………………………………………………….
6. What is “excess valuation” protection for?
…………………………………………………………………………………….
7. Why do you think the airlines typically have a long list of items for
which they will not be held responsible?
…………………………………………………………………………………….
8. What are your suggestions to people who want to bring their
jewelry, money, heirlooms and other valuables if they travel by air-
lines?
…………………………………………………………………………………….
9. What do you think of the airlines lost baggage regulation above, is
it fair?
…………………………………………………………………………………….
10. What additional items or rules do you want to include out of the
regulation above?
…………………………………………………………………………………….
Activity 4
Learn the following passenger property claim form South African Air-
lines.
Source: slideshare.net (2014)

Activity 5
Read the passage below about Complaining to Airlines from Adminis-

trator (2007).
Complaining to Airlines
If you can’t resolve the problem at the airport and want to file a com-
plaint, it’s best to call or write the airline’s consumer office at its cor-
porate headquarters in addition to filing your complaint publicly with
AirlineComplaints.org. Take notes at the time the incident occurs and
jot down the names of the carrier employees with whom you dealt.
Keep all of your travel documents (ticket receipts, baggage check stubs,
boarding passes, etc.) as well as receipts for any out-of-pocket expenses
that were incurred as a result of the mishandling. Here are some help-
ful tips should you choose to write a letter.
 Type the letter and, if at all possible, limit it to one page in length.
 Include your daytime telephone number (with area code).
 No matter how angry you might be, keep your letter businesslike in
tone and don’t exaggerate what happened. If the complaint sounds
very vehement or sarcastic, you might wait a day and then con-
sider rewriting it.
 Describe what happened, and give dates, cities, and flight numbers
or flight times.
 Send copies, never the originals, of tickets and receipts or other
documents that can back up your claim.
 Include the names of any employees who were rude or made
things worse, as well as anyone who might have been especially
helpful.
 Don’t clutter up your complaint with petty gripes that can obscure
what you’re really angry about.
 Let the airline know if you’ve suffered any special inconvenience or
monetary losses.
 Say just what you expect the carrier to do to make amends. An air-
line may offer to settle your claim with a check or some other kind
of compensation, possibly free transportation. You might want a
written apology from a rude employee or reimbursement for some
loss you incurred-but the airline needs to know what you want be-
fore it can decide what action to take.
 Be reasonable. If your demands are way out of line, your letter
might earn you a polite apology and a place in the airline’s crank
files.
If you follow these guidelines, the airlines will probably treat your
complaint seriously. Your letter will help them to determine what
caused your problem, as well as to suggest actions the company can
take to keep the same thing from happening to other people.
If you want to put your complaint about an airline on record with
the Department of Transportation (DOT), you can call the Aviation Con-
sumer Protection Division at (202) 366-2220 to record your complaint.
Or write:
Aviation Consumer Protection Division, C-75

U.S. Department of Transportation
400 Seventh Street, S.W.
Washington, D.C. 20590
Source: Administrator (2007)
Activity 6
Study the following letter of complaint from an airline passenger.

Margahayu Raya G II-61

Bandung
022 7568936
15 June 2015
Dear Mr. Simson Hutapea

The Manager of Imaginary Airline
Jl. Asia Africa No. 007
Bandung
On 7 June 2015, I was a passenger on your flight.
My luggage which was checked in at Husein Sastra Negara Air-

port, never arrived at Kualanamu International Airport, Medan.
The loss was reported to your company staff on arrival and the
appropriate luggage report form was completed. I have not
heard from you since.
Under the terms of Warsaw Convention, I am entitled to receive

compensation from you for my lost luggage. The items in ques-
tions are a new Apple Laptop, two pair of suits and a leather
jacket and weighed 10 kgs. I therefore calculate my loss as
30.000.000 IDR.
I look forward to receiving a reasonable offer of compensation

from you within the next fourteen days.
Yours sincerely,
David Mahardika
Activity 6
Study the following answer of complaint to an airline passenger.
Imaginary Airline
Jl. Asia Afrika No. 007
Bandung
December 21, 2015
Mr. David Mahardika

Marhagayu Raya G2-61
Bandung
Dear Mr. Mahardika
The Imaginary Airline is always interested to hear comments of

its customers and we are very grateful that you have written to
us.
We are very sorry to know that your baggage was lost and you
have reported the loss of your baggage to our baggage claim rep-
resentative on arrival and the appropriate luggage report form
was completed.
We will verify your lost baggage to our staff immediately and we

promise that you will receive a reasonable offer of compensation
based on our regulations within two weeks from now.
Yours sincerely,
Simson Hutapea
Manager
Activity 7
On behalf of the airline, answer the following letter of complaint.
Jalan Dr. Setiabudhi no. 186

Bandung
Telp. 022-2036226
June 7, 2015
Dear Ms. Mega Adora

The Manageress of… Airline
Jalan Merdeka Selatan 117
Jakarta
I am a frequent traveller and loyal customer of your airline. But

my recent flight with your airline became my nightmarish experi-
ence as my luggage was lost. I am writing to request my compen-
sation for my losses.
On May 5, 2015, travelled on Flight… from Bandung to Kupang.

When I reached the baggage claim area, I was shocked to dis-
cover that my luggage was lost. I immediately asked my baggage
to the baggage claim representative. He assured me that my bag-
gage would be on the next flight and asked me to wait. I waited
for hours but my luggage never arrived. When at last I became
clear that my luggage was gone for good, the representative
asked me to fill out a claim form. I was told that I would receive
a compensation within 90 days. That was over three and a half
months ago, but I still haven’t received my compensation.
My lost luggage contained some important documents and lots

of other valuable items. Although I made several phone calls, no-
body could tell me the status of my claim. I have enclosed a list of
items that my lost luggage contained along with their estimated
costs and I must insist that you reimburse me immediately.
I look forward to hearing from you.
Yours trully,
Sutanto Leo
Activity 8
Suppose you have just had a travel by a certain airline. Please write a
complaint to the airline you flew recently. You can feel free to decide
the name of the airline, address, and the nature of the complaints, and
use your own name as the sender.
Unit 15
Handling Cargo
Source: amykvistad.com
Activity 1
Match the words in the left columns with the definitions in the right
columns by drawing lines. Number one (1) is done for you.
Handling Cargo  179
a. vast to make minor adjustments in so as to

produce stability, improvement, or the
precise results desired
b. fine tuned very great in number, quantity, amount,
etc.
c. unaccompanied occurring within a short time; happening
speedily
d. rapidly not accompanied; alone
e. customs clear- The documented permission to pass that
ance a national customs authority grants to im-
ported goods so that they can enter the
country or to exported goods so that they
can leave the country
a. mortal easily set on fire; combustible; inflammable

b. deceased expert skill or knowledge; expertness; know-
how
c. sentimental no longer living; dead
d. expertise of or relating to human beings as subject to
death
e. flammable expressive of or appealing to sentiment, es-
pecially the tender emotions and feelings, as
love, pity, or nostalgia
a. corrosive the horses, cattle, sheep, and other useful

animals kept or raised on a farm or ranch
b. poisonous full of or containing poison :harmful; destruc-
tive
c. live stock having the quality of corroding or eating
away; erosive
d. courier to stay attached; stick fast; cleave; cling (usu-
ally followed by to)
e. adhere a messenger, usually traveling in haste, bear-
ing urgent news, important reports or pack-
ages, diplomatic messages, etc.
Activity 2
Read the following types of cargo (Air India, 2014).
Cargo Types
Air India’s Cargo operation flies everything to just about anywhere.

Not very surprising, when you consider how far and wide Indians have
settled. Vast population have settled in the Gulf, the US, UK, Africa,
Far East and Australia. It is to enable them to maintain links with their
friends and families back home, and to let entrepreneurs conveniently
go about their business, that Air India has fine tuned its cargo services
to their needs.
An active member of IATA, Air India carries all types of cargo includ-
ing dangerous goods (hazardous materials) and live animals, provided
such shipments are tendered according to IATA Dangerous Goods Regu-
lations and IATA Live Animals Regulations respectively. Here are some
of the items transported by Air India over its domestic and international
routes.
Personal Effects
To book unaccompanied baggage, please contact any of our offices. For

facilitating you in Customs clearance for your unaccompanied baggage
at Indian airports, you or your representative should approach Indian
Customs at the airport through our office with the following:

v Copy of Airway bill
v Passenger’s passport
v Baggage Declaration Form (BDF), duly completed
Sentimental Shipments
We understand how traumatic it is to lose a dear one. That’s why we

make sure the mortal remains of the deceased are always carried with
utmost care and concern. Besides passport of the deceased, the follow-
ing documents are required for carriage of sentimental cargo:
v Death Certificate from a competent medical authority;

v Embalming and Packaging Certificate, Certificate issued by Embassy
(Nationality of deceased) with the deceased’s full name, age at the
time of death, place of death and photocopy of passport details;
v Photocopy of cancelled passport, Police certificate.
It is necessary that the above documents are made in English, other-

wise the same should be translated in English.
Peti Jenazah OS di Terminal Kargo. (Foto: NET TV)

Source: anekainfounik.net
Odd-Sized Cargo
Do you have any odd sized cargo or heavy cargo to carry? Don’t worry.
Like we handle valuables and livestock, we also possess expertise in lo-
gistics to carry heavy and odd-sized.
Dangerous Goods
India being an industrial and nuclear power, we regularly carry Danger-

ous Goods such as flammable, corrosive, poisonous and radioactive
substances and varied use including medical. Our Cargo staff is qualified
under Dangerous Goods Regulations, to handle such shipments.
Valuables
In order to ensure security of your valuables, we have provided a con-

tainer with a security locker on wide body aircrafts. The narrow body
aircrafts are also fitted with locker for valuable cargo. In fact, the entire
operation of loading and unloading is carried out under the vigilant
eyes of our Security personnel. In order to adhere to the strictest secu-
rity for transportation of cargo on our flights, we ensure that the cargo
is loaded on the flight after physical check or x-ray.
Livestock
Over the years we have acquired expertise in carriage of live stock.
Couriers
Courier traffic is a rapidly growing market. Air India has been in the
courier business transporting small packages and documents between
destinations for years.
Adapted from Air India (2014)
Activity 3

a. Is Air India a passive member of IATA?
……………………………………………………………………………………
b. Mention the types of cargo you may know?
……………………………………………………………………………………
c. What items have been transported by Air India?
……………………………………………………………………………………

d. d. What does unaccompanied baggage mean?

……………………………………………………………………………………
e. What is the meaning of duly completed?
……………………………………………………………………………………
f. What documents are needed for carriage of sentimental cargo?
……………………………………………………………………………………
g. What do you think an odd sized cargo is like?
……………………………………………………………………………………
h. h. Who handles dangerous good?
……………………………………………………………………………………
i. What items belong to valuables?
……………………………………………………………………………………
j. Is that possible carry a tiger in Air India? Why?
……………………………………………………………………………………
Activity 4
Study the following expressions and sentences. Two sentences are

marked in the brackets as active sentences, and the other two are
marked as passive sentences. Please identify the rest which belong to
active sentences and passive sentences.
v preparing the cargo
v pack the goods carefully
v checks the packing list
v calculate the bill and tax
v check documents
v apply the regulations
v to make sure that the movement does not damage the cargo
v After packing the shipper weighs the cargo. (active)

v The officer fills out the airway bill. (active)
v The shipper (sender) calls an agent or freighter agent/representa-
tive.
v The agent or freighter agent picks up the cargo.
v The agent or freighter agent checks the cargo, completes, and signs
the airway bill
v A reservation officer checks the whole documents.
v The cargo is transported to warehouse. (passive)

v The cargo is sent to warehouse. (passive)
v The ware house accepts the cargo.
v The cargo is accepted by the warehouse officer.
v Then the customs officer checks the documents: the packing list,
airway bill, invoice, certificates, tax, etc.
v The customs officer inspects both the documents and the physical
condition of the cargo.
v The cargo is moved or transported to the aircraft using a forklift or
other transportation.
v The cargo is loaded to the aircraft.
v The aircraft goes/flies to the destination.
v The consignee picks up the cargo from the warehouse.

v Arriving at the destination, the cargo is unloaded.
v The documents are or processed.
v The customs officers inspects the goods physically.
v The cargo is delivered the consignee.
v The goods are delivered.
v The cashier accepts the payment.

v The cashier processes the payment.
v The shipper settles the bill.
v The shipper presents his visa card.
v The shipper gives his credit card to the shipper.
v The cashier returns the credit card and gives a copy of the bill to
the shipper.
v The freighter agent labels the cargo.
Activity 5
Study the following flowchart of domestic cargo handling.
Flowchart of Domestic Cargo
Reservation
Shipper Cashier
Agent: Processing Acceptance

document Warehouse
Movement
Aircraft
Unloading
Warehouse
Agent: Checking

documents: AWB, packing
list, invoice, etc
Delivery Service
Consignee
Activity 6
Read the description of handling domestic cargo.
Handling Domestic Cargo
First of all, the shipper calls an agent or sends the cargo to a cargo
agent. The agent packs and weighs the goods. Then he completes the
air waybill, asks the shipper to sign the air waybill. He verifies every
piece of information including the signature of the shipper and signs
the bill. The shipper pays the bill at the cashier or through banking pay-
ment.
After the processing the document, the agent officer brings the
package to the agent or directly to the airport warehouse. From the
warehouse, a cargo officer carries the cargo to aircraft/carrier and loads
it into the aircraft. The aircraft leaves the airport for the destination
Arriving at the airport of destination, another cargo officer unloads
the cargo from the aircraft and carries to the warehouse or agent. The
agent officer checks the documents: the packing list, air waybill and in-
voice then delivers the cargo to the consignee.
Activity 7
Study the following Air Inbound (importing) Cargo Flow (Namyang

Global, n.d). Work in pair to explain orally the flow of Air Inboound
Cargo starting from shipment arrival until the delivery to the consignee.
Handling Cargo 
187
Adopted from Namyang Global (n.d.)

Adopted from Namyang Global (n.d.)
Activity 8
Study the following Air Outbound (exporting) Cargo Flow (Namyang

Global, n.d). Work individually to write the description of the Air Out-
bound Cargo Flow starting from Receiving Shipping Request until the
Arrival of the Airplane in the destination..
Activity 9
Work in pair to compare between Outbound Cargo Flowchart in Activ-

ity 8 and the Exporting Cargo Flowchart below. Then, practice giving
description of exporting cargo based on the Exporting Cargo Flowchart
below.
Exporting Cargo Flowchart
Point of origin Shipper
Call Cargo Agent to Packing, weighing,

pick up filling in Air Way Bill
(frequent shipper)
Reservation
Airlines or Agent Packing weighing,
Cheking documents: AWB,
packing list, invoice,
Checking documents: AWB, certificates, regulation
Packing list, Invoice, application,payment
Certiticates Warehouse
Acceptance
Unloading
Customs
Agent: Checking
documents: AWB, packing Waiting to be
list, invoice, etc loaded
Warehouse
Movement
Loading to Aircraft
Unit 16
Completing Air Waybill
Activity 1
Study the following terminologies. Match the terminologies (words

or phrases) in each group with their meanings in the right columns by
writing the terminologies words in the left columns.
Completing Air Waybill  191
Group a
1. comply (with) 4. formula

2. bulky 5. shipment
3. dimension 6. volumetric weight
a. having great size or mass in comparison with

weight
b. to act in accordance with a demand, order, rule,
etc.
c. weight related to the size of measurement of
space filled by something
d. a general law, rule, or fact expressed shortly by
means of a group of letters, signs or numbers
e. the action of sending, carrying and delivering
goods
f. a measurement in space for example, the height,
width, or length of something
Group b
1. calculation 4. length
2. currency 5. respective
3. height 6. weight
g. of or for each one; particular or separate

h. type of money in use of a country
i. the act of calculating or the result of an act of cal-
culating
j. how heavy something is, which can be measured
k. the degree of being tall or high
l. the measurement from one end to the other or of
the longest side of something
Group c
1. charge 4. round up
2. declarable 5. tariff
3. destination 6. zone
m. to change an exact figure to the next highest

whole number
n. can be stated or declared in an open way so that
people know it
o. a list of fixed prices
p. an area with the stated qualities
q. a place to which something is sent
r. the price to be paid of an article of service
Group D
1. consignment 4. delivery
2. liability 5. equivalent
3. custody 6. reducing
s. to make less in size, amount, degree, etc.

t. something for which one is responsible, esp. by
law, or the condition of being liability
u. same or equal
v. a quantity of goods sent/consigned together
w. the act of taking or giving something to someone
x. the act of right of caring for someone, esp. when
this right is given in a court law
Activity 2
Study the following Shipping Documentation (DHL International, 2015).

Shipping documentation
To make sure your products get to their destination without delay, it’s
essential to get your paperwork and shipping documentation right. It
can be a bit confusing the first time but this page explains things step
by step.
Export Cargo Shipping Instruction (ECSI)
An ECSI is your instruction to the international carrier you have appoint-

ed. It contains information on the goods, the route to their destination,
any transport requirements, customs information, who is to receive the
documentation, and an allocation of the costs. It is extremely important
that the information provided in the ECSI is accurate.
Standard Shipping Note (SSN)
In most cases, the SSN will be completed by you, but your freight for-
warders or agents may also complete this form on your behalf. It is the
receiving document for ports and container bases in the UK and advises
them of the necessary information to process and handle the goods
safely and with care.
Bill of Lading (B/L)
The B/L provides evidence of the contract between yourself and your
carrier. It acts as a receipt that the goods have been received into the
custody of the carrier and is a document of title, allowing the owner-
ship of the goods to be temporarily transferred while the goods are in
transit. The B/L will be usually completed by your international carrier.
Sea Waybill (SWB)
The SWB is similar to the B/L but it does not provide title of goods. It al-
lows the goods to be collected by your customer or agent upon presen-
tation of reasonable proof of identity, so reducing any possible delays at

ports.
Air Waybill (AWB)
The AWB is the equivalent of the SWB for shipments being transported
by air. It is completed by you for your international carrier and travels
with the goods. It details the basic information about your shipment,
including where it’s being sent from and to, the weight and a brief de-
scription of the goods.
The Waybill is your shipment’s ticket and passport to ensure deliv-
ery. It tells DHL where your shipment is going, what service you require
and how you intend to pay. It also tells you the terms and conditions
upon which we provide our service, please read these carefully as they
limit and in some cases exclude our liability. Each one has a unique
number giving you proof of consignment which you can use on our
website to track your shipment.
Finally, it tells customs what’s in your shipment so that it gets
cleared quickly and speeds through to its final destination without de-
lay.
Source: DHL International UK (2015)

1. Payer account number

For payment of transportation charges by the receiver or a 3rd par-
ty, please be sure to enter the payer’s account number. If you do
not indicate a payer account number, charges will be automatically
invoiced to the shipper’s account number. To arrange for insurance,
please indicate the insured value of your shipment.
2. Shipper’s account number

To charge the shipment to your DHL account, enter your account
number here. If you do not have an account, please contact DHL
Customer Services to arrange for one. Please note that a shipper’s
account number may be required when either a receiver or 3rd
party payment option has been selected.
3. Contact name
Write the sender’s name (the first initial and the full last name will
suffice).
4. Shipper’s reference
Fill in your own reference number. This will appear on your DHL
invoice (first 12 characters only), saving you time in clarifying what
was sent, why it was sent and who sent it.
5. Shipper’s name and address

Write your company name and department and complete address,
including postcode. A telephone/fax number or email address is
required.
6. Receiver’s address
Fill in the company (or individual) name and complete address
including postcode, country, and contact person’s name. A tele-
phone/fax number or email address is required. NOTE: DHL cannot
deliver to a P.O. Box number.
7. Shipment details
Fill in the number of pieces in your shipment, the total weight
rounded up to the nearest half kilo, and size of each piece in centi-
metres (length x width x height).
8. Full description of contents

Give an exact description of the contents and quantities.
9. Non-documents shipments only

For quick and reliable export of declarable items, DHL needs pre-
cise information on the characteristics of the export including ac-
tual value of the goods.
0. Products and services

1
Tick the box next to the service and service options you require.
If “Other” is selected, please specify the required service in the
space provided. Please check with DHL Customer Services for prod-
uct and service availability.
11. Shipper’s signature

The air waybill must be signed and dated by the sender
DHL International UK (2015)
Activity 3
Study the following information on how to complete your DHL Air waybill.
Air Waybill (AWB)
The AWB is the equivalent of the SWB for shipments being transported
by air. It is completed by you for your international carrier and travels
with the goods. It details the basic information about your shipment,
including where it’s being sent from and to, the weight and a brief de-
scription of the goods. The Waybill is your shipment’s ticket and pass-
port to ensure delivery.
It tells DHL where your shipment is going, what service you require
and how you intend to pay. It also tells you the terms and conditions
upon which we provide our service, please read these carefully as they
limit and in some cases exclude our liability. Each one has a unique
number giving you proof of consignment which you can use on our
website to track your shipment.
Finally, it tells customs what’s in your shipment so that it gets
cleared quickly and speeds through to its final destination without de-
lay.
1. Shipper’s Account Number and Name

Insert your 9-digit DHL account number and the name of the per-
son sending the shipment. If you are not an account holder, we can
arrange an account for you or you may pay cash on collection.
2. Shipper’s reference
This space is provided for the customer’s reference to distinguish
shipments from within the company.
3. Your company’s details

Include your company’s full name, address, postal code and tele-
phone /fax number.
4. Receiver’s Details
Fill in the company’s full name, address, postal code and tele-
phone/fax number and person receiving the shipment. Note DHL
does not deliver to a P.O. Box and incomplete information can
cause delays.
5. Services
Indicate the service you require by ticking the appropriate box.
Note: All world Wide Express Package must be accompanied by an
original invoice within 4 photocopies on company letterhead.
6. Insurance
While DHL World Wide Express has a limited liability of USD100 per
shipment, we can arrange insurance for the full replacement value
of your shipment. To arrange insurance for your shipment, call the
24 hour Customer Service DHL. Toll free: 0-800-1333-33. For cash
customers our shipper’s interest insurance is available. Premium of
insurance is equal 2% of direct replacement cost of shipment sub-
ject to minimum charge of USD 10.
7. Contents
All contents in the shipment must be fully described. 1 or 2 word
description is NOT applicable. You must give detailed description
of the content like the composite, size, quantity, volume, purpose,
utility.
8. Customs Valuation
All Worldwide Package Express, shipments must have their value
declared. Note: The declared value must match the invoice value.
9. Size and Weight

Insert the number of shipment pieces, shipment weight (round
up to the next half kg) and shipment dimensions. Your shipment
charges are based either on actual weight or volumetric weight,
whichever is higher. For large light weight shipments, your charges
will be based on volumetric weight if the volumetric weight ex-
ceeds the actual shipment weight.
To calculate volumetric (in kg.):
Length (cm) x Width (cm) x Height (cm)

6,000
0. Shippers Authorization and Signature

1
The person responsible for sending the shipment must sign and
date the air waybill.
Activity 4
Study the following expressions or sentences for completing an air way-

bill form.
1. Payer account number and insurance details.
a. DHL Express, good morning. May I help you?
Good morning sir. Can I help you?
Good afternoon, JNE express. What could I do for you,
madam?
b. Who will be paying the bill, madam?
Who will settle the bill, please?
Who is the bill charged to, please?
Who will pay the bill, sir?
c. How will the bill be paid?
How would you settle the bill?
What method of payment would be used?
How would you pay the bill?
d. Do you need insurance?
Will your package be insured?
Would you insure your goods?
2. From (Shipper)
a. Can I have your full name please?
Could I know you name please?
May I have you ID card?
b. Do you have import express account number?
Could I know your import express account number?
What is your import express account number?
c. Do you have shipper’s reference?
Could I have your shipper’s reference, please?
If you don’t we’ll give you one.
If there is no shipper’s reference yet, I can give you.
d. What about your company name?
May I have your company name?
What is your company name?
e. And the address, please?

Could I have your company address?
And postcode please?
What is the company’s telephone/fax number?
3. To (Receiver)
a. Who will this package be sent to?
To whom this cargo will be sent?
Who is the recipient of this cargo, sir?
Who will receive this package?
b. Where will this cargo be delivered?
Where is this cargo sent to?
What is the address of the recipient, please?
Can I have the delivery address?
Which country is it?
And the country, please?
4. Shipment details
a. How many packages are there altogether?
What is the total number of packages?
There are 4 packages all together.
You have 5 packages in total.
b. What is the total weight of the packages?
How heavy are they?
The total weight is 45 kg.
The weight is 39 kg in total.
c. Can I know the dimensions of this package?
The dimension of the first package is … cm X … cm, X … cm and
the weight Is … kg. So the volumetric weight is… kg.
The second package has the dimensions of … cm X … cm X
… cm with 19 kg of weight. The volumetric weight is … kg
(see the formula of volumetric weight).

5. Full description of contents

Can you describe the content of this package, please?
Would like to give me the description of the content in detail,
please?
May I have the description of the content, please?
Could you tell me the content and the quantity of this package?
Can I know what the content is?
Activity 5
Pair work. One of you is a DHL Express officer who is responsible for
completing the form of DHL Air Waybill and the other is a customer.
The customer may refer to and feel free to decide the information
needed by the officer. Practice completing an air waybill using the blank
form of DHL Air Waybill below.

Activity 6
Study the following information about DHL Postage Prices and Zones.
DHL POSTAGE PRICES in US$
WEIGHT ZONES
(KG) 1 2 3 4 5 6 7 8 9 10 11
0.5 $16 $22 $22 $23 $29 $31 $32 $33 $35 $39 $41
1.0 $19 $24 $25 $26 $34 $35 $37 $37 $42 $49 $52
1.5 $21 $26 $28 $30 $38 $40 $41 $42 $49 $58 $64
2.0 $24 $28 $30 $33 $43 $45 $46 $47 $56 $67 $76
2.5 $26 $30 $33 $36 $48 $50 $50 $51 $63 $76 $87
3.0 $28 $32 $36 $39 $51 $54 $55 $56 $69 $84 $96
3.5 $30 $34 $38 $42 $55 $58 $59 $60 $75 $92 $106
4.0 $32 $36 $40 $44 $59 $62 $64 $64 $82 $100 $115
4.5 $35 $38 $43 $47 $63 $66 $68 $69 $88 $109 $125
5.0 $37 $40 $45 $50 $66 $70 $73 $73 $95 $117 $134
ZONES DHL ZONES BY COUNTRIES
1 Hongkong, Singapore
2 Taiwan
3 Indonesia, Japan, South Korea, Malaysia, Thailand
4 Vietnam
5 Australia, North Korea, New Zealand
6 India, Nepal, Bhutan
7 United States of America I (USA I includes Arizona, Califor-
nia, Colorado, Idaho, Nevada, Oregon, Utah, Washington )
8 Canada, United States of America II (USA II includes the rest
of USA that are not in USA I )
9 Belgium, France, Germany, Italy, Luxembourg, Netherlands,
United Kingdom
10 Austria, Croatia, Cyprus, Czech Republic, Denmark, Finland,

Georgia, Greece, Hungary, Lithuania, Norway, Poland, Por-
tugal, Qatar, Romania, Russia, Spain, Sweden, Switzerland,
Turkey, Ukraine, United Arab Emirates
11 Israel, Reunion, South Africa, St. Barthelme
Notes a. +$17 for BFAR and export processing for orders below
$250.
b. DHL Shipments are provided with tracking numbers.
c. Weight is calculated to whichever is higher: Actual vs.
Volumetric.
Activity 7
Learn the following information about how to calculate the cost of your
shipment based on DHL Postage Prices and Zones above.
1. To calculate the cost of your shipment, you need the weight of
your shipment rounded up to the next half kg. For large, bulky
or light weight shipments, we comply with IATA regulations and
charge of either the volumetric weight or the actual weight. Use
the following formula to calculate your volumetric weight in kg.
Length (cm) X Width (cm) X Height (cm)
6,000
Example: If your shipment weight 6 kg and has dimensions of
50cm X 40 cm X 30 cm, then the volumetric weight
= 50 X 40 X 30 X 1 kg = 10 kg
6,000
2. On the Destination Country Chart with Tariff zones, locate the des-
tination that you are shipping to and note the tariff zone that your
destination is in.
Example: A shipment to Hongkong is in Tariff Zone 1
3. Go to the respective price list, note the weight of your shipment
in the left column, follow the line across the tariff zone to find the
shipment price.
The shipment tariff to Hongkong = 10 kgs (5kgs x 2) in Tariff Zone
1 under DHL Package is US$ 37 X 2 + US$ 17 (export processing for
orders below $250).
= US$ 74 + US$ 17
= US$ 91
Activity 8
Calculate the following cost of shipment referring to the Tariff Zone and
price list available above.
1. The shipment weight is 9 kg and has the dimensions of 60 cm in
length, 40 cm in width, and 50 cm in the height. The destination is
Belgium.
2. The weight of the shipment is 7 kg, the length is 65 cm, the width
is 50 cm, and the height is 25 cm. It is sent to Ghana.
3. The weight of the package 10 kg with the dimensions of 55 cm in
length, 40 cm in width, and 60 cm in height. This package is deliv-
ered in Macau.
4. The shipment dimensions are 62 cm in length, 48 cm in width, 53
cm in height and the weight is 15 kg. The point of destination is
New Zealand.
5. The dimensions of the shipment show 55 cm in length, 50 cm in
width, 50 in height and the weight is 19 kg. It will be sent to Singa-
pore.
6. The package which is sent to London has 11 kg of weight with the
dimensions 47 cm of width, 49 cm of length and 35 cm of height.
Writing Application Letters  205
Unit 17
Writing Application Letters
I’ve sent a dozen of

application letters but
I got no answers.
Source: clipartfest.com
Activity 1
Study the following general information about the requirements to join

airlines. Before writing an application letter to airlines, it’s important to
know the requirements to join them adapted form Prospects, 2015.
Air cabin crew: Entry requirements
The majority of airlines do have a certain list of requirements, however,

which candidates must meet. This includes some or all of the following:
a. Age.
All airlines have a minimum age requirement for stewardess appli-
cants, with the average about 20 years old.
b. Height
The minimum height for stewardess is 5 feet 2 inches (157 cm) and
maximum is 5 feet 9 inches (176 cm).
c. Weight
Weight is considered a crucial aspect of the applicant total appear-
ance. The weight is required to be proportionate to height.
d. Health
Beside height and weight, a candidate should be in excellent
health. She must be able to pass a flight medical examination. In
addition, she must also have good posture, appearance and good
vision.
e. Education
Applicants must have at least a high school education, although
most airlines prefer either some college education or a year or two
of business experience.
Candidates also need to show evidence of the following:

a. Communication skills;
b. Exceptional customer service;
c. Confidence in dealing with a range of people;
d. Team working skills (different teams may be worked with every
day) and be able to be supportive of colleagues;
e. Discretion when dealing with VIPs/royalty;
f. Competence in handling difficult situations and the ability to re-
main calm under pressure and in emergency situations;
g. The gift of being tactful and diplomatic but also assertive when
necessary;
h. Commercial awareness and sales skills;

i. Flexibility in working unsocial hours on any day of the year;
j. The capability to work quickly and efficiently, often to tight time
constraints;
k. Numeracy skills for handling cash, including foreign currency;
l. The capacity to work in a confined space;
m. The ability to diffuse situations calmly and quickly.
A stewardess must speak the language of the country in which the

airline is based. There is a benefit if the candidate can speak another
foreign language, but airlines help stewardess to learn a second lan-
guage by providing classes, instructors, and materials.
Adapted from Prospects, 2015.
Activity 2
Answer the following questions

1. Have you ever written an application letter before?
2. When was it? What position did you apply for?
3. Were you happy with your application letter? Why?
4. What does an application letter contain?
5. How do we write the opening, main and closing paragraphs?
6. What opening and closing salutations are appropriate for this kind
of letter?
Activity 3
Read the following information about writing job application letters.
Writing Job Application Letters
A job application letter’s sole purpose is to get the recipient to read

your CV. It should be clear, concise and straight to the point. Here you
are simply telling the employer that you are worth having a look at.
The application letter should be brief, no more than one page in

length. It should be easy to read and flow through. It should include
only the absolute necessary information. Like most other things, there
is a formula that works extremely well for preparing job application
letters. Following we discuss each paragraph and give you some guide-
lines.
Addressing job application letters
The style you choose is not important, there are many styles of job appli-
cations and professional letters, this comes down to personal preference.
However somewhere on the top, whether it is on the right or left hand
sides, there should be your address and the date. Following this, on the
left hand side you should address it. Ensure you include the name of the
person, their title, company name, address and any position reference
number. This is probably obvious, but ensure that you write their sur-
name, family name or last name after their titles (Mr. Ms. Mrs. or Miss),
spell their name correctly, nothing worse than receiving a letter incor-
rectly addressed or misspelled. It gives a poor first impression.
The Opening Paragraph
The opening paragraph should simply state why you are writing to
them. If it is an advertised position, mention the position title and
where it was advertised. If you are “cold calling” a company then you
should specify that you are applying for any current or future employ-
ment opportunities.
For examples:
a. I am writing in reply to your advertisement in The Indonesian Ob-

server of September 18, 2004 concerning the post of cabin crew of
you airline.
b. In reference to your advertisement in The Kompas of yesterday, I
wish to be considered for the position of tour operator.
c. Having seen your advertisement which appeared in Jakarta Post

May 7, 2005, I am interested in applying for the post of stewardess.
d. I saw your advertisement on the school notice-board recently and I
wish to apply for the post of ticketing officer.
e. Please find enclosed my CV, which I am forwarding to you as an ap-
plication for the position of flight attendant.
The Main Paragraphs
The main paragraphs consist of two to three paragraphs at the most.

Here is where you tell them what you have to offer and why they
should read your CV. This is a good time to read the job advertisement
again. In one paragraph (two at the most) you need to summarize your
experience and skills, you need to respond to the position require-
ments as per the advertisement.
Analyze your career and summarize it in a few sentences, highlight
what you specialize in, or how many years in the industry you might
have, or even the level that you have reached. This paragraph should
direct the reader to your CV and should sell you on some unique points
that you might have.
A good way to start this paragraph is with a statement like this: “You
will see from my enclosed CV” then go ahead and tell them something
about your career which will immediately get their interest.
The next part of the body of the letter should be a brief description
of your personal skills. Again read the advertisement and respond to
their needs. IF they asking for someone with good co-ordination skills,
then ensure you mention something to that effect. If it is communica-
tion or perhaps leadership skills they value, then tell them that you
have these. Use adjectives like “demonstrated ability”, “well devel-
oped”, “strong”.
For examples:
a. You will see from my enclosed CV, I was a…..

b. As my CV shows, I received my Diploma 1 in Tours and Travels on
from the Bandung Tourism Institute of Higher Education in April

2005.
c. I graduated from the School of Tourism in Jakarta in the year 2005
majoring in Travel Business Services.
d. As you will see from my resume, I have thorough experience in
tour and travel Services, including managerial skills in my previous
post with Haryono Tours and Travel.
e. I am twenty-one years of age and hold a Diploma III in Tourism
Management from a Tourism Institute in Bandung.
f. I have been employed as a flight attendant with Silk-air from July
2005 up to the present.
g. I speak and write English fluently and am now learning Japanese.
The Closing Paragraph
The closing paragraph should ask for some action from the recipient.
This is where you ask for an interview. It should also state where and
how they can reach you, and it should thank the recipient for giving
you the opportunity to apply. You can include things like “should you
require further information….”
For examples:

a. Should you require further information, please contact me at (022)
7568936.
b. I would be grateful if you could consider my application and I look
forward to the opportunity to attend for interview.
c. I look forward to attending for interview and taking up the exciting
challenge which the post offers.
d. I am ready to be interviewed would at your convenient time.
e. I look forward to the opportunity of having an interview.
f. I look forward to taking up the exciting challenge which the post of-
fers and the pleasure of an interview.
g. Please call me to arrange an interview at your convenient time.
Finish the letter by adding a closing remark, either “yours sincerely”,

“yours faithfully” or whatever you feel comfortable with and obeying
general letter writing etiquette. Leave a few spaces for your signature
and then place your full name.
Before you mail the application letter, read it over again, making
sure that it is perfect. Special attention should be placed to ensure the
letter:
· It is not to long.
· There are no grammar or spelling error.
· That you have answered the job requirements.
· The application letter flows and is easy to read.
You might have to type and edit the letter many times before you
are happy with it, but just remember that the job application letter is
just as important as the CV itself. The letter should invite the recipient
to read the resume, in turn the resume should raise enough interest for
them to want to interview you. The interview is where you will demon-
strate your skills and abilities.
Activity 4
Look at the application letter below. The letter has the following parts
but they are put randomly. Please put them into the right order. Num-
ber A is done for you. A = Sender’s Address.
1. Body of letter 7. Main paragraph

2. Closing paragraph 8. Opening paragraph
3. Complimentary close 9. Opening salutation
4. Date 10. Sender’s address
5. Inside Address 11. Signature
6. Main paragraph 12. Heading/Sender’s name
Jl. Pancurawis no 64
A Purwokerto
Jawa Tengah
B February 24, 2015

The HRD Manager
Garuda Indonesia
Gedung Graha Sejahtera Lt.1
C
Jl. Gunung Sahari Raya No. 52
Jakarta 10610
D Dear sir,
I am writing to apply for the post of cabin attendant ad-
F vertised in the Jakarta Post of yesterday.
I am 19 years old, I have just graduated from senior high
G school majoring in social sciences at SMU 1 Purwokerto.
I have a good command of English and Japanese. In ad-
E
H dition, I have had a six-month working experience at the
Joki BuSam Travel Agent, Purwokerto. I am available for
interview at your convenient time.
I I look forward to hearing your favourable reply.
J
Yours faithfully,
K
Galih Sukmadi (Mr.)
Activity 5
There are some missing words in the application letter below. Fill in the
missing words using the following words or phrases available.
1. ticketing officer 4. be arranged
2. am qualified 5. consider me
3. your convenience 6. shows
Margahayu Raya GII- 61

Bandung 40286
Telp. (022) 7568936
October 15, 2015
The Human Resource Manager

Merpati Nusantara
Jl. Angkasa Blok B 15 Kav. 2 & 3
Jakarta 10270
Dear Sir,
I am writing in reply to your advertisement in the KOMPAS of Oc-
tober 25, 2014. I ……a…… to assume the position of stewardess of
your airline. Would you please ……b…… an applicant for the posi-
tion?
As my curriculum vitae…c….., I received my Diploma II in Tour &

Travels Management from Bandung Tourism Institute of Higher
Education in April 2015. I have worked as a …d… at Haryono Tour
and Travels, Jakarta.
In addition, I am an ambitious and hard-working person who

enjoys traveling. I understand from your advertisement that an
interview can……e……in Jakarta or Bandung at the beginning of
November 2015. Please call me to arrange an interview at……f….
Yours faithfully,
David Mahardhika (Mr.)
Enclosure
* Put your title in the bracket (in your letter of application) after your
name to make sure that you will be addressed using the right title
by the person who answers your letter.
Activity 6
The blank spaces in the following letter are given the initials of the
words. Please, find the words and write them.
Mr. Dimas Panji

Human Resources Manager
Garuda Indonesia
Jl. Merdeka Selatan no. 13
Jakarta 10110
Dear Mr. Panji,
I would like to apply for the p…1…. of stewardess advertised in

the Jakarta Post of today.
I am twenty years old and hold a vocational senior high school

c…..2….. from the SMK 7 Bandung. I have been employed as a
g……….3…………… at Viyata Tours and Travels for one year.
As you can see from my r…….4…… that I have the personal quali-
fications, knowledge and experience to c…….5…… to the progress
of your airline.
If you think my experience and q……6…. are suitable for this posi-
tion, I would be grateful if you would consider my application. I
look forward to the opportunity to attend an i.…7….
Yours sincerely,
Sharon Lattupeirisa (Ms.)
Activity 7
There are some blank spaces in the following letter. Fill in the blanks
using the appropriate phrases. Check the answers with your teacher.
Jl. Tamansari no.

Bandung 40221
Telp.(022) 2507221
April 24, 2015
Ms. Sri Danarti Mintarsih

The Personnel Manager
Singapore Airline
Jl. Gunung Sahari Raya No. 3
Jakarta 10720
Dear Ms. Mintarsih,
With reference to …… 1 …… in The Times of July 20, 2015, I am in-

terested in applying for the …… 2 …… cabin attendant.
I …… 3 …… the School of Tourism in the year 2005 majoring in

Travel Services. I like meeting and serving people from …… 4 ……
of the world. In addition, I speak English and Japanese.
Enclosed, please find …… 5 …… a photocopy of my vocational se-

nior high school certificate and two certificates of …… 6 ……. I am
ready for interview at any ……7 ……
I …… 8…… to hearing from you.
Yours trully,
Lerina (Miss)
Activity 8
The following letter has more than ten (10) common mistakes. You are
able to avoid such mistakes if you can identify them. Find the mistakes
and correct them. Check the answers with your teacher.
Jl. Dr. Setiabudhi no. 186

Bandung 40021
Telp.(022) 2001456
Bandung, Desember 12, 2015

Ms. Doreen Wijaya
The HRD Manageress
Philipine Airline
Jl. Jend. Sudirman 54
Jakarta
Dear Ms. Doreen, W,

I would liked to apply for the position ticketing supervisor adver-
tisement in The Kompas of June 6th, 2005. I enclose with my CV
together with a reference from my company previous Manager.
As you can be seen from my resume, I am graduated at Tourism
School major for Travel services. I experience six months at Jatayu
Airline as officer ticket. I am speak English and Mandarin little
little I can.
I am believed that I have the personal qualifications to contrib-
uted to the progress of your airline, and looking forward to take
the post offers. I am ready to interview at your convenience.
Yours faithfully,
Samuel (Mr.)
Activity 9
Go through the following resume. Feel free to add any information if

you think it is very important.
Curriculum Vitae
Objective
Seeking a challenging career with a progressive organization that pro-

vides an opportunity to capitalize my Technical skills & abilities in fields
of Information and Technology.
Personal Details
Name : Febry Lukas Widyanto
Gender : Male
Place & Date of birth : Bandung, 24th February 1991
Nationality : Indonesian
Address : Komp. Margahayu Raya G2 no 61, Bandung,
Jawa Barat
Marital status : Single
Religion : Christian
Telp/HP : 022-7568936 / 085722556624
E-mail : Look_uz@live.com
Education
Kindergarten, Bandung 1997
Elementary School, Bandung 2010
Junior High School, Bandung 2006
Senior High School, Bandung 2009
University of Christian Maranatha 2013 S1 Information Technology
Skills
Structure modeling and analysis
Sound knowledge of 2D and 3D. Modelling
AutoCAD CIVIL 3D 2013
Advanced skills in MS Access and Power Point with Window 8, Window
7 and XP
Sound ability of spoken and written English
Work Experience
a. Lecturer teaching assistant: Introduction to Computer Application

2010/2011
b. IT Laboratory Staff of UKM (Even Semester 2010/2011)
c. Lecturer teaching assistant: Basic Data structure ( Even Semester
2010/2011)
d. Lecturer teaching assistant: (Intermediate data structure (Even Se-
mester 2011/2012)
e. Designing Communication application web, Psychology Faculty of
UKM (Job training, Even Semester 2011/2012)
f. IT Laboratory Staff Lab. IT (Even Semester 2011/2012)
g. Management, wedding organizer (2011 up to now)
h. Designing Application of New student Admission of UKM based on
Mining data (Final project paper 2012/2013)
i. Information and Technology Staff at BPKRS (2013-2015)
Organization Experience
Sport Chairman assistant OSIS SMA Santa Maria 1 (2006-2007)
Youth Fellowship Chairman, Gereja Baptis Indonesia Batu Zaman
(2010-2012)
HIMA chairman assistant, S1 IT (Period 2010-2011)
HIMA, chairman S1 of IT (UKM Period 2011-2012)
Senate Chairman of IT UKM (Period 2012-2013)
Activity 10
Write your own Curriculum vitae (CV). Your CV should be clear, concise,
complete, and up-to-date with current employment and educational
information that includes:
OBJECTIVE
Clear objective
CONTACT INFORMATION
Name
Address
Country
Telephone
Cell Phone
E-mail
PERSONAL INFORMATION
Date of Birth
Place of Birth
Citizenship
Visa Status (for international applicant)
Gender
EMPLOYMENT HISTORY
List in chronological order, include position details and dates of employ-
ment
Work History
Positions
EDUCATION
Include dates, majors, and details of degrees, training, and certification
Junior High School
Senior High School
University
Activity 11
Look at the following Job Advertisements. Decide to choose one of the jobs
offered and write a letter of application including your curriculum vitae.
Source: Paraplou.com (2015)
Source: Pakistan Jobs (2013)

Unit 18
Attending Job Interviews
Activity 1

1. Have you attended an interview before?
2. What interview was that?
3. Did you make a good preparation? What did you do?
4. Were you happy with your answers to the questions given?
5. Were you honest in giving information?
6. It is important to be honest? Why?
7. Did you have any questions for the interviewer? What did you ask?
Activity 2
Read the following tips to project a winning attitude, put effective inter-
view strategies into action, and increase your chances of turning inter-
views into a job offer.
Attending a job interview
As interviewees, you are strongly suggested to arrive at interviews

a few minutes early, to make sure your interview suit is clean and
pressed, and to have a couple extra copies of your resume with you,
in case the interviewer can’t find his or her copy, or (and this is a good
thing to mentally prepare for) if you’re going to be interviewed by a
committee or a series of interviewers.
A highly recommended way to increase your level of comfort and
confidence in the interview is by taking the time, a day or two before
the interview, to mentally review your accomplishments and the high
points of your resume. You should be able to rattle off your qualifica-
tions, your academic credentials, and your successful career experi-
ences as effortlessly as reciting your own name, address, and phone
number.
Update your resume before the interview, looking for ways to put
the most positive spin on your career history and responsibilities. It’s
always best to be totally honest, but, on the other hand, don’t short-
change yourself by understating or minimizing your career or educa-
tional accomplishments.
Rehearse your answers to typical questions that will probably be
posed in one form or another. A fatal error that many job applicants
make is to try to “wing it” when they respond to questions from job
interviewers. If you mentally review your positive attributes, your ac-
complishments, and your strengths, before you shake hands with the
job interviewer for the first time, you will appear more focused, orga-
nized, and articulate at the job interview. It means you need to know
your answers to probable interview questions before you walk through
the door!
Attending Job Interviews  223
Failing to give yourself all the credit you deserve is one way to
sabotage your chances of being hired. For example: If you initiated and
coordinated a successful project, don’t leave those details out of your
resume and job interview. If you helped save your last employer Rp.
100,000,000 don’t hide that fact. If you developed a new, more efficient
training technique that was implemented at your last job, don’t neglect
to talk about that in the interview and include it in your resume. Make
a list of and review all these achievements, so they won’t slip your mind
when you need them most.
One key tactic for projecting a powerful, competent, and expe-
rienced image is by using action words to describe yourself and the
work you’ve done. That technique also helps create a dynamic resume.
Examples: “I coordinated ... managed ... initiated ... supervised ... pro-
duced ... built ... solved ... recruited ... formed a new department ...
provided leadership for ...etc.”
Your underlying message throughout the interview should be that
you’re hard working, dedicated, results-oriented, dependable, orga-
nized, cooperative, a creative problem-solver, a good communicator, an
effective project manager, a good delegator, and that you believe in do-
ing things right the first time...or assigning tasks and projects to other
people and following through to make sure they do them right!
Smile, make lots of eye contact with the interviewer, have a firm
handshake, act enthusiastic about the job and the company, and, per-
haps most importantly, rehearse the answers to the most common job
interview questions.
And finally, an interview question which is almost always asked,
but is rarely responded to effectively is, “Do you have any questions?”
Most interviewers are not asking that final question just to be polite
or because it’s a smooth segue to the end of the interview. More often
than not, they’re expecting you to show at least some knowledge of the
company or some genuine interest in the company’s future.
If you give some thought to the interview questions, and rehearse
them out loud, you’ll sound prepared, self-assured, and capable in the
interview. Those are among the key qualities that make a job applicant
stand out among the competition and create a dynamic impression.

Always concentrate on putting your best foot forward, give yourself the
benefit of the doubt, and above all: avoid sounding or appearing tenta-
tive in your attitudes, answers, or behavior. (If you imply that you don’t
believe yourself, you can be sure that an interviewer won’t!).
After the interview don’t just forget everything but try to jot down
any questions you were not able to answer confidently. Keep them in
your mind and ask other more experience people to how you should
answer the questions.
Adapted from Ebhakt (2010)
Activity 3
Guessing words in context. Match each word in Italics in column A with

the meaning in column B that comes closest to it. Column B has some
extra meanings.
No. Column A Column B

1. ..… to increase your level of comfort and con- a. started working
fidence in the interview…., to mentally review
your accomplishments…… b. saying aloud
2. You should be able to rattle off your qualifica-
tions, your academic credentials,……………. c. written proof of a per-
3. You should be able to rattle off your qualifica- son trust worthiness
tions, your academic credentials,……………
4 You should be able to rattle off your qualifica- d. to repeat quickly and
tions,………, as effortlessly as reciting your own easily from memory
name, address, ……..
5. …………, looking for ways to put the most posi- e. something successfully
tive spin on your career history and responsi- done
bilities
6. ……… don’t shortchange yourself by understat- f. practice something for
ing or minimizing your career or educational later performance
accomplishments.
7. Rehearse your answers to typical questions g. to give less than enough
that will probably be posed in one form or
another. h. forget something
8. ………………., you will appear more focused, or-
ganized, and articulate at the job interview. i. real not pretended
9. A fatal error that many job applicants make is
to try to “wing it” when they respond to ques- j. fast turning movement
tions from job interviewers.
10. If you initiated and coordinated a successful k. qualities belonging to
project, don’t leave those details out of your the nature of a person
resume and job interview
l. smooth movement from
11. If you developed a new, …………., don’t neglect
to talk about that in the interview and include part to another
it in your resume.
m. say clearly and effec-
12. If you mentally review your positive attributes,
tively
your accomplishments, and your strengths,
before you shake hands
n. do something without
13. ……… not asking that final question just to be
planning
polite or because it’s a smooth segue to the
end of the interview.
o. give no attention
14. They’re expecting you to show at least some
knowledge of the company or some genuine
interest in the company’s future.
Activity 4
Read the following 7 Job Interview Tips that will help you get the job
(Doyle, 2014).
Job Interview Tips
Job interviewing never seems to get any easier–even when you have
gone on more interviews than you can count. You are meeting new
people, selling yourself and your skills, and often getting the third de-
gree about what you know or don’t know.
Here are job interview tips to help prepare you to interview effec-
tively. Proper preparation which help alleviate some of the stress in-
volved in job interviews and the more you prepare, the more comfort-
able you will be interviewing.
1. Practice
Practice answering interview questions and practice your res
ponses to the typical job interview questions and answers most
employers ask. Think of actual examples you can use to describe
your skills. Providing evidence of your successes is a great way to
promote your candidacy. Also have a list of your own questions to
ask the employer ready.

2. Research
Prepare a response so you are ready for the question What do you
know about this company? Know the interviewer’s name and use
it during the job interview. If you’re not sure of the name, call and
ask prior to the interview. Try to relate what you know about the
company when answering questions.

3. Get Ready
Make sure your interview attire is neat, tidy and appropriate for
the type of firm you are interviewing with. Bring a nice portfolio
with copies of your resume. Include a pen and paper for note tak-
ing.

4. Be on Time
Be on time for the interview. On time means five to ten minutes ear-
ly. If need be, take some time to drive to the interview location ahead
of time so you know exactly where you are going and how long it will
take to get there. Here’s more on preparing for an interview.

5. Stay Calm
During the job interview try to relax and stay as calm possible. Take
a moment to regroup. Maintain eye contact with the interviewer.
Listen to the entire question before you answer and pay attention
you will be embarrassed if you forget the question!

6. Show What You Know
Try to relate what you know about the company when answering
questions. When discussing your career accomplishments match
them to what the company is looking for. Here’s how to make a
match between your expertise and the company’s requirements.

7. Follow Up
Always follow-up with a thank you note reiterating your interest in
the position. If you interview with multiple people send each one a
personal thank you note. Send your thank you note (email is fine)
within 24 hours of your interview.
Activity 5
Work individually to write some tips to increase your chances of turning

interviews into a job offer based on the information above.
a. Before attending an interview
b. During the interview
c. After the interview
Activity 6
Work in pair to practice asking and answering the following questions

that you’re likely to encounter in a job interview situation. Numbers 1
and 2 are given as examples.
1. Tell me about yourself. (To avoid rambling or becoming flustered,

plan your answer.)
Answer: I am a hard worker, highly motivated, energetic, results
oriented, cooperative and a teamwork player as well. I’m
a good motivator and communicator who can help others
focus on a goal. I’m persuasive and a creative problem-
solver who likes listening others. I’m sensitive to my envi-
ronment and those around me.
2. What are your strengths? (Make an exhaustive list and review it
exhaustively before the interview.)
Answer: I am good at serving and socializing with other people and
my supervisory skills have been proved in my previous
post with Garuda Airline. In addition, I am adaptable and
flexible. I can teach myself new skills and have proven
ability to transfer my job skills to new areas successfully.
3. What are your weaknesses? (What you say here can and will be
used against you!)
4. How would your current (or last) boss describe you?
5. What were your boss’s responsibilities? (Interviewers sometimes
ask this question to prevent you from having the chance to claim
that you did your boss’s job. Be ready for it!)
6. What’s your opinion of them? (Never criticize your past or present
boss in an interview. It just makes you look bad!)
7. How would your co-workers or subordinates describe you profes-
sionally? (Remember, now is not the time for modesty! Brag a little
bit.)
8. Why do you want to work for us?
9. Why do you want to leave your present employer?
10. Why should we hire you over the other finalists?

11. What qualities or talents would you bring to the job?
12. Tell me about your accomplishments.
13. What is your most important contribution to your last (or current)
employer?
14. How do you perform under deadline pressure? Give me an exam-
ple.
15. How do you react to criticism? (You try to learn from it, of course!)
16. Describe a conflict or disagreement at work in which you were in-
volved. How was it resolved?
17. What are two of the biggest problems you’ve encountered at your
job and how did you overcome them?
18. Think of a major crisis you’ve faced at work and explain how you
handled it.
19. Give me an example of a risk that you took at your job (past or
present) and how it turned out.
20. What’s your managerial style like?
21. Have you ever hired employees; and, if so, have they lived up to
your expectations?
22. What type of performance problems have you encountered in
people who report to you, and how did you motivate them to im-
prove?
23. Describe a typical day at your present (or last) job.
24. What are the last three books you’ve read?
25. What do you see yourself doing five years from now?
Adapted from Ebhakt (2010)
Activity 7
Class interview. The classroom is arranged for running an interview. If

there are 25 students in the class having 4(four) tables set for interview
is about enough. The four tables are for the interviewers. It means that
each interviewer will have five or six interviewees. Each interviewer is
given five application letters including the curriculum vitae from the
previous task in Unit 17. The interviewers select 12 to 15 questions
from the list of interview questions in Activity 6 to ask.
Activity 8
A new job seeker may have some serious mistakes when attending a
job interview. Study the following 7 worst job interview mistakes:
a. You leave your cell phone on.

When the ring of your phone cuts short a critical conversation
about the job.
b. You’re too focused on yourself.

If you overuse the “I” word during the interview, hiring managers
may see a big ego standing in the way of a job offer.
c. You’re desperate – and it shows.

Some people have been out of work so long or are so desperate for
the job they’ll say almost anything. That over-eagerness and anxi-
ety, however, is a red flag.
d. You can’t answer basic questions about your qualifications.

It’s one of the most common interview questions: “What are your
strengths?” Be careful and answer this question appropriately.
e. You’re late to the interview.

Survey the location of the interview. Allow extra time.
f. You know little or nothing about the company’s culture.

Do some research. Reach out to friends and colleagues in the busi-
ness. Surf Information.
g. You badmouth a previous employer.

Negative attitudes attract no one – that’s the bottom line. It’s also
a small world. Be careful what you say about previous places of
employment.
Mackey (2013)
Activity 9
Use the post-interview checklist below to analyze how you think the
interview went by giving a tick (V) if it is alright and a cross (X) if you do
not feel happy with it. You can write extra note if needed.
Post-interview checklist
No. Interview Items  or X Note
1. Punctuality  Almost late
2. Appearance
3. Entrance confidence
4. Greeting
5. Handshake
6. Keeping good posture
7. Listening to the interviewer care-
fully
8. Controlling nervous mannerisms
9. Looking at the interviewer (Eye con-
tact)
10. Giving short answers plus extra in-
formation
11. Selling myself without boasting
12. Managing to bring in qualifications,
previous experience, and personal
interest
13. Whether my qualifications are suit-
able
14. Pointing out my special strengths
15. Being able to cope with questions
16. Demonstrating how I was suited to

the job
17. Giving references
18. Asking some questions
19. Smiling
20. Thanking and handshaking
Brown and Brandreth
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Files
File 1.4
Vocabulary game
This game is to activate students’ vocabulary. Students take turns to

mention words beginning with the last letter of the words mentioned
by their classmates. The game can be started by anybody in the class.
The first person should mention loudly any word s/he likes, then, in ten
seconds, the person next to her/him should find another word begin-
ning with the last letter of the word mentioned. If a student fails to find
a word, s/he is out of the game and the student next to him starts again
with a new word. The winner is the one who is able to survive to the
end. Example: Student A: tourist, Student B: travel, Student C: Leisure,
Student D: embark, etc.
Rules
a. Students may not mention words beginning with capital letters like
names of days, months, cities, etc.
b. Students can not mention the words already mentioned.
c. Students are out of the game if they can not mention any words in
a certain length of time (10 seconds).
d. The length of time to find or think of the word is reduced each
time the turn goes back to the first player.
File 2.15
6. baggage beach chair
7. city centre bus
8. coach connect (telephoning)
9. deckchair curriculum vitae
10. ground floor downtown
11. layover first floor
12. put through luggage
13. railway station sink
14.. resume, biodata stopover
15. washbasin, washbowl train station
File 2.16
No. British English American English
16. car hire car rental
17. engaged busy
18. aircraft airplane
19. the gents/the ladies man’s room, washroom
20. chips French fries
21. cab taxi
22. policeman cop
23. faucet tap
24. letter box mail box
25. pub bar
File 3. 3
1 acknowledge (verb) /ək’nɒl.ɪdʒ/
2. addict /’æd.ɪkt/
3. amateur /’æm.ə.tər/
4. apologize /ə’pɒl.ə.dʒaɪz/
5. appreciate /ə’priː.ʃi.eɪt/
6. approach /ə’prəʊtʃ/
Files  239
7. bald /bɔːld/
8. babysit /’beɪ.bi.sɪt/
9. ballance /’bæl.ənt s/
10. bee/be /biː/
File 4.1
Describing game
The teacher can photocopy the list of words given below onto card-
board or any other thick paper and cut into pieces (small cards). The
teacher will need five or six copies for a class having about 25 students.
Put the cards into five or six envelopes or tie them with elastic bands
for later use.
How to play the game.
Game a
A group of four students is given a set of the cards. After shuffling the
cards they put the pile of the cards in the middle of the table. They take
it in turns to take a card from the pile and describe it in English. The
other members of the group guess what their group member is describ-
ing. The winner is the one who can guess the most cards.
Game b
The cards can be used for another more challenging game by asking
the students in the group to do yes-no question game. In this game the
student who holds the card is asked by the other group members with
yes-no questions until they are able to guess the word.
Return ticket Room-rate Seatbelt
Passport Passenger Landing
Journey First clas Itinerary
Accommodation Airline Airport
Flight regulation Flight schedule Guide
Compartment Cabin crew Cargo
Economy Destination Departure
Air-ticket Arrival time Attraction
Stewardess Stopover Take-off
Cabin baggage Tax Ticket fare
Baggage Boarding pass Transportation
Traveller Travel agent Travel document
Tourist Visa Traveller’s check

Files  241
Domestic Transfer point Currency
Reservation Delay Cancellation
Airbus Souvenir Regulation
Handicraft Service Food & drink
Entertainment Direct flight Railway station
File 5.4
a. 4 finish successfully
b. 3 pleasant and well intentional
c. 6 speaking roughly, and plainly without trying to be polite or
to hide unpleasant facts
d. 8 meeting
e. 5 unfriendly or impatient
f. 7 showing cruelty and lack of sympathy especially dealing
with bad behaviour
g. 9 a frightening person
h. 1 not careful or thorough enough
i. 2 shocked or surprised very greatly
File 5.5
a . T.
b. T.
c. F.
d. F.
e. T.
f. F.
File 5.10
Yes 1. No 12.
Yes 2. No 13.
Yes 3. No 14.
Yes 4. Yes 15.
Yes 5. No 16.
No 6. Yes 17.
Yes 7. No 18.
Yes 8. Yes 19.
Yes 9. Yes 20.
No 10. No 21.
No 11.
File 6.2a
Airports
No. Countries Codes
Local or International
1. Indonesia Sukarno Hatta, Jakarta, Int. CKG
Halim Perdana Kusumah. JKT
2. Singapore Changi SIN
3. Thailand Chiang Rei CEI
4. Japan Nagasaki NGS
Osaka Itami Airport ITM
Tokyo Haneda Airport HND
5. New Zealand Auckland, NZ AKL
6. Honolulu International Airport HNL
7. Thailand Bangkok BKK
File 6.2b
Codes
No. Countries Airlines
Local International
1. Indonesia Garuda Indonesia GIA GA
Airways
Merpati Nusantara MNA MZ
Files  243
2 Malaysia Malaysian Airlines MAS MH

3. Singapore Singapore Airlines SIA SQ
4. Japan Japan Airlines JAL JL
5. Thailand Thai Airways Int. TAI TG
6. Dutch Koninkelijk Lucht- KLM KL
macht Maatschaapij
(Royal Dutch)
7. Pakistan Pakistan Interna- PIA PK
tional Airlines
8. Korea Korean Airlines KAL KE
9. Dutch Royal Dutch KLM KL
10. New Zealand Air New Zealand ANZ NZ
File 6.9
1. a. 18.15
b. 05.40 on the next/following day
c. in Denpasar
d. GA712
2. a. GA412
b. Denpasar
c. C, D, W, Y
d. 734 Boeing 737-4000
3. a. 52 flights
b. 08.45
c. 22.30
d. Tuesday
e. Sunday
f. Yes
4. a. No
b. 1500 GA992
c. Yes, it does
d. Airbus, Boeing 737
File 7.3b
11. a law that has been passed by a parlia- act (n)
ment
12. the state of no longer having something fragile (adj)
13. the state of being legally responsible for jewelry (n)
something.
14. easily broken or damage liability (n)
15. likely to decay or go bad quickly loss (n)
16. objects such as rings and necklaces that perishable
people wear as decoration (adj)
17. to choose not to demand something in a provision (n)
particular case, even though you have a
legal or official right to do so
18. a person who has been chosen to speak representa-
or vote for somebody else or on behalf tive (n)
of a group
19. the act of supplying somebody with retain (vb)
something that they need or want
20. to keep something, to continue to have waive (v)
something
File 7.3c
21. custody (n) the legal right or duty to take care of
or to keep somebody or something;
the act of taking care of somebody
or something
22. infant (n) a baby or a very young child
23. collapsible that can be folded flat or made into a
(adj) smaller shape that uses less space
24. crutches (n) two long sticks that somebody puts
under his arms to help him walk after
he has injured his foot or leg
25. baby’s carrying a basket for carrying baby’s needs
basket (n) when travelling
Files  245
26. vanity (n) too much pride in your own appear-

ance, abilities or achievement
27. exceed (v) to be greater than a particular num-
ber or amount
28. excess (n) more than is necessary, reasonable
or acceptable
29. container (n) a box bottle, etc. in which something
can be stored or transported
30. binocular (n) an instrument, like two small tele-
scope fixed together, that makes far
away objects seem nearer when we
look through it
File 7.3d
31 consumption (n) the act of using or eating food
32 brace (n) device that holds things firmly together or
holds and supports them in position
33 flammable (adj) that can catch fire and burn easily
34 poisonous (adj) causing death or illness if swallowed or ab-
sorbed into the body
35 butane (n) a gas produced from petroleum, use in liquid
form as a fuel for cooking or heating
36 propane (n) a colourless gas found in natural gas and pe-
troleum and used as a fuel for cooking or heat-
ing
37 aqualung (n) cylinder of oxygen strapped to a person’s back
for underwater swimming
38 alkali (n) chemical substance that reacts with acids to
form a salt
39 battery (n) a device that is placed inside a car engine,
clock, radio, etc. and that produces the elec-
tricity that makes it work
40 etiologic (adj) that can easily causes disease
File 7.3e
41. explosives (n) bombs
42. munitions (n) military weapons, ammunition and equip-
ment
43. fire work (n) a small device containing powder that
burns or explodes and produces bright
coloured lights and loud noises used espe-
cially at celebrations
44. bleach (n) a chemical that is used to make some-
thing become white or pale and as disin-
fectant
45. peroxide (n) a colourless liquid used to kill bacteria and
to bleach hair
46. arsenic (n) a chemical element that is an extremely
poisonous white powder
47. cyanide (n) a highly poisonous chemical compound
48. insecticide (n) a chemical used for killing insects
49. weed killer (n) a chemical substance for killing weeds
50. mercury (n) a chemical element that is a poisonous sil-
ver-white liquid metal used in thermom-
eters
File 8.5
No Noun Verb Adjective
1 expiry expire expired
2 cancellation cancel cancelled
3 enquiry enquire enquired
4 restriction restrict restrictive
restricted
5 department depart departed
departure
6 operation operate operational
operative
7 appointment appoint appointed
Files  247
8 calculation calculate calculating

calculator calculable
9. origin originate original
originality
10. designation designate designated
11. payment pay paid
pay payable
payee - payer
12. announcement announce announced
announcer
File 9.1
Miming game
Miming game is a game using facial expressions and gestures to com-

municate a word or a phrase given. In this game a student is asked to
mime a word or phrase until the other students in his or her group can
guess it.
How to play the game
The class is divided into two big groups. A representative of each group
is asked to come forward in turns. The teacher shows the group repre-
sentative a word or a phrase which has to be mimed. The rest of the
group try to guess the word or phrase which is being mimed by the rep-
resentative within a certain length of time (two or three minutes). The
winner is the group who can guess the most words or phrases.
Preparation
Some pieces of small cut of papers with the intended words, phrases,
or sentences on them. Keep them in an envelope for later use.
Suggested words
The words, phrases or sentences would be better related to the teach-

ing material going to be taught. The following words or phrases are
suitable for this Unit 4.
a. journey
b. destination
c. airline
d. cancellation
e. passenger coupon
f. flight number
g. conjunction ticket
h. airline ticket
i. The flight is postponed.
j. The departure is delayed until tomorrow.
k. Enhaii Travel, can I help you?
l. Garuda Airline, what can I help you, madam?
m. Sunday flight is not available.
n. The departure is at 21.00.
o. I’m sorry there is no flight on Monday morning, sir.
File 11.1
1. emergency exit 5. take-off 9. emergency landing

2. oxygen mask 6. no smoking 10. Luggage rack
3. life raft 7. landing on water 11. seatbelt
4. escape slide 8. decompression 12. life jacket
File 11.2
1. wing – to generate lift

2. elevator – to change pitch
3. vertical stabilizer – to control yaw
4. rudder – to change yaw
5. horizontal stabilizer – to control pitch
Files  249
6. flaps – to increase lift and drag

7. aileron – to change roll
8. spoiler – to change lift, drag and roll
9. slats to increase lift
10. cockpit – to control and command
11. nose –
12. turbojet (turbine) engine – to generate thrust
File 11.3
bags or cases that contain somebody’s clothes
1. aboard
and things when they are travelling
to fill something or become filled with gas or
2. baggage
air
to close or join together the two parts of
3. lavatories
something to become closed or join together
4. compartment a room with a toilet in it, a toilet
5. fasten on or onto a plane, ship, bus or train
one of the separate sections that something
6. attendant such as a piece furniture or equipment for
keeping things
pieces of rope or wire in the shape of a curve
7. inflate
or circle
a person whose job is to serve or help people
8. loops
in a public place
a piece of under wear worn under a shirt next

9. vest
to the skin
a strip of leather or fabric that is used to fasten
10. secure
something or keep something in place
to protect something so that it is safe and dif-
11. strap
ficult to damage
the area around the middle of the body be-
12. crew
tween the ribs and the hips
13. flap the height above the sea level
a flat piece of paper, fabric or metal that is at-
14. waist tached to something along one side and that
hangs down and covers an opening
the people whose job is to take care of passen-
15. altitude
gers on a plane
File 11.8
How to wear the life jacket

5. Pull the yellow tabs to tighten the straps around your waist.
7. Inflate your life jacket after you have left the aircraft, never be-
fore. Inflation is automatic when you pull down on either one of
these red handles. Your life jacket may also be inflated by blowing
through these tubes.
3. Place your arms through the two loops at the sides.
4. Take hold of the straps under your arms.
6. Give them a sharp downward pull to extend the back flap.
2. Hold the vest in front of you with the top up. Then slip the vest
over your head.
1. Get the life jacket under your seat.
Files  251
How to use the oxygen mask

6. Continue to breathe normally until you are advised that the masks
are no longer needed. Do not smoke while the oxygen is in use.
4. Secure it with the strap as your cabin attendant is now demon-
strating.
3. Place it over your nose and mouth.
5. Put another mask on your baby the same way you do.
1. An oxygen mask will be automatically released from the unit above
your seat.
2. Pull down sharply on the mask.
File 12.1.
Drawing Game
Drawing game is a game asking a student to draw a picture on the

board. The picture drawn is based on a word, phrase or a sentence giv-
en. The group members try to guess the word or phrase being drawn.
The winner is the group who can guess the most words, phrases or sen-
tences.
How to play the game
The class is divided into two big groups. The teacher shows a group
representative a word, phrase or a sentence to be drawn on the board
in two minutes by the representative. Three or four words per group
should be enough. The words or phrases should be related to the
teaching material which is going to be taught in this particular teaching
period.
File 12.8.
1. aisle 5 a small kitchen on a plane where food can
be made ready to be served
2. bassinet 2 a small box for baby that looks like a basket
3. diet 6 babies or very young children
4. effects 9 a set of steps that can be moved and used
for getting on and off a plane
5. galley 4 personal possessions or belongings
6. infants 1 a passage between rows of seats in a plane
7. log or log book 8 the act of giving or receiving official infor-
mation about something
8. notification 10 to say farewell or goodbye
9. ramp 7 an official record of events during a particu-
lar period of time especially a journey on a
plane
10. to bid farewell 3 a limited variety or amount of food that we
eat for medical reasons
File 14.1
No Words Meanings
1. coverage financial protection so that you get money if
something bad happens
2. rate an amount or level of payment
3. receipts the amounts of money received during a par-
ticular period by a business
4. excess an amount that is more than acceptable, ex-
pected, or reasonable
5. reimburse to pay back money to someone who has spent
it for you or lost it because of you
6. depreciate to (cause something to) lose value, especially
over time
7. valuation the act of deciding how much money some-
thing might be sold for or the amount of money
decided on
Files  253
8. valuables small objects, especially jewelry, which might

be sold for a lot of money
9. jewelry decorative objects worn on your clothes or
body that are usually made from valuable met-
als, such as gold and silver, and precious stones
10. heirloom a valuable object that has been given by older
members of a family to younger members of
the same family over many years
File 15.1
No. Words Meanings
a. vast very great in number, quantity, amount, etc.
b. fine tuned to make minor adjustments in so as to pro-
duce stability, improvement, or the precise
results desired
c. unaccompanied not accompanied; alone
d. rapidly occurring within a short time; happening
speedily
The documented permission to pass that a
e. customs clear- national customs authority grants to import-
ance ed goods so that they can enter the country
or to exported goods so that they can leave
the country
No. Words Meanings

a. mortal relating to human beings as subject to death
b. deceased no longer living; dead
c. sentimental expressive of or appealing to sentiment, es-
pecially the tender emotions and feelings, as
love, pity, or nostalgia
d. expertise expert skill or knowledge; expertness; know-
how
e. flammable easily set on fire; combustible; inflammable
No. Words Meanings

a. corrosive having the quality of corroding or eating away;
erosive
b. poisonous full of or containing poison; harmful; destruc-
tive
c. live stock the horses, cattle, sheep, and other useful ani-
mals kept or raised on a farm or ranch
d. courier a messenger, usually travelling in haste, bear-
ing urgent news, important reports or pack-
ages, diplomatic messages, etc.
e. adhere to stay attached; stick fast; cleave; cling (usu-
ally followed by to)
File 16.
1. K Shipment details
Tick the correct box: Document for non-declarable items.
Worldwide package Express for declarable items.
2. G Recipient
Fill in our company name, complete address, telephone, fax
or telex number and contact person.
3. A Transport charges
Always tick the “External Billing Agreement Box”.
4. D Import Express account number
You must specify our Import Express account number (see
above).
5. B Insurance
If you request insurance tick “Yes” and indicate the value of
the goods and the currency used.
6. J Size and Weight
Number of items included in this shipment, weight round-
ed up to the next half kilogram and dimensions in centime-
ters.
7. E Shipper’s address
Fill in full address of your company.
Files  255
8. I Full description of contents

Provide an exact description on the contents in English.
9. C Shipper’s reference
If you don’t have reference we will give you one.
10. H Shipper’s signature
You must date and sign the air waybill.
11. F Shipper’s name
Write you first and last name
File 16.1
Group a
a. bulky having great size or mass in comparison with
weight
b. comply (with) to act in accordance with a demand, order, rule,
etc.
c. volumetric weight related to the size of measurement of
weight space filled by something
d. formula a general law, rule, or fact expressed shortly by
means of a group of letters, signs or numbers
e. shipment the action of sending, carrying and delivering
goods
f. dimension a measurement in space for example, the height,
width, or length of something
Group b
g. respective of or for each one; particular or separate
h. currency type of money in use of a country
i. calculation the act of calculating or the result of an act of
calculating
j. weight how heavy something is, which can be measured
k. height the degree of being tall or high
l. length the measurement from one end to the other or

of the longest side of something
Group c
m. round up to change an exact figure to the next high-
est whole number
n. declarable can be stated or declared in an open way
so that people know it
o. tariff a list of fixed prices
p. zone an area with the stated qualities
q. destination a place to which something is sent
r. charge the price to be paid of an article of service
Group D
s. reducing to make less in size, amount, degree, etc.
t. liability something for which one is responsible, esp. by
law, or the condition of being liability
u. equivalent same or equal
v. consignment a quantity of goods sent/consigned together
w. delivery the act of taking or giving something to someone
x. custody the act of right of caring for someone, esp. when
this right is given in a court law
File 17.4
A. Heading/Sender’s Address G. Main paragraph

B. Date (Date Line) H. Main paragraph
C. Inside Address (Addressee) I. Closing paragraph
D. Opening Salutation J. Complementary close
E. Body of letter K. Signature
F. Opening paragraph L. Sender’s name + title
Files  257
File 17.5
a. am qualified e. ticketing office

b. consider me f. be arranged
c. shows g. your convenience
File 17.6
1. post 5. contribute
2. certificate 6. qualifications
3. guide 7. interview
4. resume
File 17.7
1. your advertisement 5. curriculum vitae

2. post of 6. work certificate
3. graduated from 7. convenient time
4. different parts 8. look forward
File 18.3
1. e. something successfully done

2. d. to repeat quickly and easily from memory
3. c. written proof of a person position or trust worthiness
4. b. saying aloud
5. j. a fast turning movement
6. g. give back less than enough
7. f. practice something for later performance
8. m. say clearly and effectively
9. n. do something without planning
10. a. started working
11. o. give no attention
12. k. qualities belonging to the nature of a person
13. l. smooth movement from part to another
14. i. real not pretended
Glossary
abbreviation (kb) singkatan, kependekan

aboard di dalam pesawat, naik pesawat
absolute (ks) lengkap, sempurna, mutlak
absorb (kk) menyerap
accomplish (kk) berhasil dalam melakukan sesuatu
accomplishment (kb) keberhasilan dalam melakukan sesuatu
according (kb) menurut, sesuai dengan
act (kb) undang-undang
act (kk) berbuat, berperan
aileron (kb) aileron
air waybill (kb) rekening pembayaran pengiriman barang lewat udara
aircraft pesawat terbang
aisle (kb) jalan di antara deretan kursi di dalam pesawat terbang
alkali (kb) alkali
allowance (kb) diperbolehkan, diberi kelonggaran
altitude (kb) ketinggian
amiable (ks) ramah, ramah-tamah
ammunition (kb) amunisi
amount (kb) jumlah, kuantitas
announce (kk) mengumumkan, memberitahukan
announcement (kb) pengumuman
apologize (kk) meminta maaf
appearance (kb) penampilan
appoint (kk) mengangkat, menunjuk, menentukan
approximately (kket) kira-kira
aqualung (kb) alat penyelam, paru-paru air

arrival (kb) kedatangan
arsenic (kb) warangan, berangan
articulately (kket) mengucapkan dengan jelas
attach (kk) melampirkan, membubuhkan
attendant (kb) orang yang hadir, pembantu, pelayan
attribute (kb) menghubungkan, mengaitkan
attribute (kb) sifat, perlengkapan
audit (kb) pemeriksaan keuangan
audit (kk) memeriksa
authorize (kk) memberi kuasa, mengizinkan, mengesahkan
awning (kb) tenda rumah, kajang, kere
backward (ks) ke arah belakang
baggage (kb) barang bawaan, bagasi
baggage tag (kb) tag bagasi
barn (kb) gudang
barrier (kb) penghalang
bassinet (kb) buaian berbentuk keranjang
battery (kb) aki, batu baterai
beef steak (kb) steik daging sapi
behalf (kb) kepentingan, atas nama
belong (kk) kepunyaan
belongings (kb) harta, barang milik
belt (kb) sabuk
beneath (ks) di bawah
bid (kb) tawaran
bid (kk) menawarkan
binoculars (kb) teropong
blanket (kb) selimut
bleach (kb) obat pengelantang, kelantang, pemutih
bleach (kk) memutihkan, mengelantang
blunt (ks) tumpul
board (n), on board di dalam pesawat/kapal
boarding pass (kb) kartu tanda (pas naik) ke kapal/pesawat
Glossary  261
bomb (kk) mengebom

bombs (kb) bom
bonded (ks) terikat
booking (kb) pemesanan
booklet (kb) buku kecil, brosur
bounce (kk) memantul
brace (kb) penjepit, penahan, penguat
bracing (ks) yang menyegarkan, menguatkan, menambah tenaga
breath (kb) napas
breathe (kk) bernapas, menghirup udara
bribe (kb) suap, uang semir
bribe (kk) menyuap, menyogok
bulk (kb) bagian terbesar
bulky (ks) besar sekali, memakan banyak tempat
burn (kb) luka hangus terbakar
burn (kk) menyala, hangus, panas
business (kb) urusan
butane (kb) gas hydrocarbon yang tidak berwarna
cabin (kb) ruang penumpang di pesawat
calculate (kk) menghitung, memperhitungkan
calculation (kb) perhitungan
cancel (kb) membatalkan, menghapuskan
candidates (kb) calon
carriage (kb) pesawat, gerbong, kereta
catch (kk) menangkap, mengejar
catch fire (kk) terbakar
celebrations (kb) perayaan
charge (kb) ongkos, harga
charge (kk) membayar, meminta, menuduh
chemical (kb) bahan kimia
circumstances (kb) keadaan
city dwellers (kb) penduduk kota
claim (kb) tuntutan, tagihan
claim (kk) menuntut, meminta
clasp (kb) jepitan, gesper, pegangan

clasp (kk) menggenggam, mendekap
clientele (kb) para pelanggan
cluster together (kk) berkerumun, berkumpul menjadi satu
cockpit (kb) kokpit
cocktail (kb) minuman dengan campuran buah, wisky, dsb.
collapsible (ks) yang dapat dilipat
colourless (kb) tidak berwarna
compartment (n) ruang, tempat
compensation (kb) kompensasi
comply (with) (kk) menuruti, tunduk, mengikuti
composite (kb/ks) gabungan, campuran, susunan
compound (kb) kamp, halaman tertutup
compound (kk) mempersulit, menambah, melipatgandakan
confident (ks) percaya diri
confirm (kk) menegaskan, memperkuat
conjunction (kb) penghubung, perhubungan
consignee (kb) penerima barang, si penerima
consonant (kb) konsonan
constitute (kk) merupakan
consumption (kb) konsumsi, pemakaian
contact (kb/kk) hubungan, bersentuhan
container (kb) wadah, kotak, kaleng, dsb.
convenient (ks) nyaman
convention (kb) perjanjian, persetujuan, rapat, adat kebiasaan, kon-
vensi
conveyer belt (kb) ban berjalan pembawa barang di bandara
cooperation (kb) kerja sama
co-pilot (kb) kopilot, pembantu pilot
correspondence (kb) korespondensi, surat-menyurat, persesuaian
corrosive (ks) korosif
cough (kk/kb) batuk
coupon (kb) kupon
courier (ks) kurir
Glossary  263
courteous (ks) sopan

courtesy (kb) sopan santun, rasa hormat
cover (kb) sampul, tutup, penutup, perlindungan
cover (kk) menutupi, menutup, meliputi, mencakup
cowling (kb) pelindung, penutup mesin (pesawat) dari baja
credential (kb) surat kepercayaan, surat mandat
crew (kb) awak pesawat, kru
cruising (ks) kecepatan jelajah, terbang
crutch (kb) kruk, penyangga kaki waktu berjalan, penyokong, penopang
curdle (kk) membekukan, mengental, menjadi dadih
currency (kb) mata uang, peredaran
current (kb) arus
current (ks) sekarang, saat ini
custody (kb) tahanan, penjagaan, pemeliharaan
customer (kb) pelanggan, nasabah
customs (kb) bea, cukai, pabean
cutlery (kb) sendok garpu
cyanide (kb) sianida
cylinder (kb) silinder
damage (kb) kerusakan, kerugian
damage (kk) merusakkan, mendapat cidera
deal (with) (kk) menghadapi, melakukan
death (kb) kematian
deceased (ks) almarhum, mati
declaration (kb) deklarasi
declare (kk) mengumumkan, melaporkan, menerangkan
decompression (kk) pengurangan/peniadaan tekanan udara, dekom-
presi
delay (kk/kb) menunda, penundaan, kelambatan
delivery (kb) pengiriman, pengantaran
deny (kk) menyangkal
depart (kk) berangkat, menyimpang, meninggal
departure (kb) keberangkatan
designate (kb) calon
designate (kk) menunjuk, menandakan

destination (kb) tempat tujuan, destinasi
detector (kb) detektor
device (kb) alat perlengkapan
diet (kb) diet, makanan
digit (kb) angka
dimension (kb) dimensi, ukuran, besarnya, luasnya
disclaim (kk) melepaskan
disease (kb) penyakit
disembark (kk) turun dari kapal, mendarat
disinfectant (kb) obat pembasmi kuman
distill (kk) menyuling, menyaring
distinguish (kk) membedakan
distribute (kk) mendistribusikan
domestic (ks) dalam negeri
downgraded (kk/ks) diperlemah
duty free (kb) tanpa/bebas bea
duty-duties (kb) tugas, kewajiban
earliest (ks) paling cepat, awal, pagi-pagi
effect (kk) menyebabkan, mengakibatkan, mengadakan, menjalankan
effects (kb) pengaruh, efek; harta benda/milik
elevator (kb) lift
eligible (ks) memenuhi syarat
embalming (kb) pembalseman
emergency (kb) keadaan darurat
endevour (kb) usaha keras, segala usaha
engaged (ks) sibuk, sedang dipakai
engine (kb) mesin
engineer (kb) masinis, insinyur
enquire-inquire (kk) menanyakan, meminta keterangan, bertanya
entitle (kk) memberi nama, berjudul
entrance (kb) pintu masuk/gerbang, masuk/penerimaan
entrepreneurs (kb) pengusaha
entry (kb) entri, lema
Glossary  265
equipment (kb) perlengkapan, peralatan

escape slide (kb) jalan (peluncur) keluar pesawat
estimate (kb/kk) perkiraan, menaksir
etiologic (ks) yang berkaitan dengan etiologi
etiquette (kb) tata cara, etiket
evidence (kb) fakta-fakta, bukti, tanda, petunjuk
exceed (kk) melebihi, melampui
excess (kb) kelebihan
expedite (kk) mempercepat, memperlancar
expire (kk) berakhir, habis masa berlaku
explode (kk) meledak, meletus
explosive (kb) bahan peledak
extend (kk) memperpanjang waktu/visa, menyampaikan, memberikan,
memperluas
extract (kk) mencabut, menyuling, memeras, mengeduk
fail (kk) gagal
faithfully (kket) tepat, berjanji tepat, hormat (kami)
farewell (kb) ucapan selamat (jalan), perpisahan
fasten (kk) mengikatkan, memasang, mengaitkan, mengunci
feature (kk) fitur
fin (kb) sirip ikan, sirip karet untuk berenang
firearms (kb) senjata api
fireworks (kb) petasan, kembang api
firmly (kket) rapat-rapat, dengan kuat/erat
first aid (kb) pertolongan pertama
fiscal (ks) yang berhubungan dengan uang, fiskal
flake (kb/kk) serpih, lapisan atas, menyerpih, pengelupas
flammable (ks) mudah terbakar, yang cepat dimakan api
flap (kb) penutup, tutup, sirip sayap pesawat terbang
flight (kb) penerbangan
flight attendant (kb) petugas/pelayan/awak pesawat terbang
flight deck (kb) ruang pesawat terbang yang digunakan pilot
formula (kb) rumus, resep
fragile (ks) mudah pecah, rapuh
frequent (ks) sering, berkali-kali

friendliness (kb) keramahtamahan
frightening (ks) menakutkan
front (kk) berhadapan, menghadapi
fuel (kb) bahan bakar
galley (kb) dapur kapal/pesawat, sejenis perahu
genuine (ks) asli, sungguh-sunguh, ikhlas
graduate (kb) lulusan/sarjana
greeting (kb) salam
grooming (kb) kerapian penampilan
gruff (ks) keras, kasar
guarantee (kk) menjamin
guideline (kb) garis pedoman
harsh (ks) kasar, keras
heating (kb) pemanas
height (kb) tingginya
hereafter (kket) sesudah ini, selanjutnya
herein (kket) di dalam ini
hesitate (kk) ragu
household (kk) rumah tangga
hurry (kb) buru-buru, tergesa-gesa
hurry (kk) mempercepat, dengan segera
illness (kb) sakit, penyakit
illuminate (kk) menerangi
in case of (kb) seandainya
incidental (ks) kebetulan, kurang penting, soal kecil, sekali-sekali
incorrect (ks) tidak benar, salah
infant (kb) bayi, balita
inflate (kk) membusungkan, memompa
ingredient (kb) bahan-bahan, ramuan
initial (kb) huruf awal, paraf
initiate (kk) memulai, mengajukan
injure (kk) melukai, merugikan
inquire (kk) menanyakan, meminta keterangan, menyelidiki
Glossary  267
insecticide (kb) obat pembasmi serangga

inseparable (ks) tak dapat dipisahkan
inspect (kk) memeriksa
inspection (kb) inspeksi
instruct (kk) mengajar, melatih, mengisyaratkan
instrument (kb) alat-alat, alat musik
insurance (kb) asuransi, jaminan
integral (ks) bulat/utuh, integral
intermediary (kb) perantara
intermediate (ks) tingkat menengah, lanjutan
interrupt (kk) menyela
introductory (kb) pengantar, pembukaan
invoice (kb) faktur
involuntary (ks) disengaja
itinerary (kb) rencana perjalanan
jet engine (kb) mesin jet
journey (kb) perjalanan
kerosene stove (kb) kompor minyak
lamb chop (kb) masakan daging kambing
landing (kb) pendaratan
lapse (kb) kehilangan, selang interval, perubahan
launch (kb/kk) peluncuran, meluncurkan
lavatory (kb) kamar mandi, kamar kecil
leadership (kb) kepemimpinan
lean (kk) miring, condong
length (kb) panjang
liability (kb) pertanggungjawaban, kecenderungan, kekurangan
license (kb) lisensi
life jackets (kb) jaket/baju pelampung
life raft (kb) rakit penolong
limit (kk) terbatas, membatasi
load (kb) beban, muatan
load (kk) memuat, membebani
log or log book (kb) buku harian di kapal/pesawat
loops (kb) ikalan, putaran ikat tali

loosely (kket) dengan longgar
loss (kb) kerugian, kehilangan
lost and found card (kb) kartu data kehilangan dan penemuan barang
magnetized (kk/ks) bersifat magnet
manifest (kb) daftar muatan, surat muatan
manifest (kk) menunjukkan, menaruh
margin (kb) garis tepi, batas, kesempatan
mashed (ks) berbentuk seperti bubur
mask (kb/kk) topeng, masker, menyembunyikan
mass (kb) massa, banyak sekali, besar-besaran
measurement (kb) ukuran
memorize (kk) menghafal, mengenang
mercury (kb) air raksa
mileage (kb) per mil
military weapon (kb) senjata militer
misconnection (kb) salah sambung
misspell (kk) salah menulis/mengeja
mouthpieces (kb) juru bicara
moveable (ks) mudah dipindahkan, mudah digerakkan
munitions (kb) munisi, mesiu
neglect (kb/kk) penyia-nyiaan, mengabaikan, menelantarkan
nevertheless (kket) namun, meskipun
nose (kb) hidung (pesawat)
notification (kb) pemberitahuan, pengumuman, notifikasi
obvious (ks) jelas, nyata
official (kb/ks) pegawai negeri, pejabat, resmi
ogre (kb) raksasa
operate (kk) menjalankan, mengoperasikan
opportunity (kb) kesempatan
originate (kk) yang mula-mula mempunyai, yang memulai
outbond (kb) outbond
overbook (kk) menerima pesanan melebihi daya tampung
overhead (kket) di atas
Glossary  269
overweight (ks) kelebihan berat

oxygen mask (kb) masker oksigen
paddle (kb) dayung, kayuh
paddle (kk) mengayuh, mendayung
particulars (kb) khusus
penalty (kb) hukuman
perform (kk) melakukan, menyelenggarakan, memainkan
perishable (ks) mudah menjadi busuk, tak tahan lama
peroxide (kb) peroksida
petroleum (kb) minyak tanah
pillows (kb) bantal
pleasant (ks) menyenangkan
poisonous (ks) beracun
polite (ks) sopan
portable (ks) mudah dibawa
possession (kb) barang milik, milik
potentially (kket) berpotensi
pouch (kb) kantong
precursor (kb) pendahulu
predominantly (kket) utama yang berkuasa
preference (kb) pilihan, preferensi
pregnancy (kb) kehamilan
presentable (ks) rapi
previous (ks) yang terdahulu, yang lalu, sebelumnya
prior (ks) sebelumnya
proceed (kk) meneruskan, maju, memulai
prohibited (ks) dilarang
prompt (ks) cepat
promptly (kket) dengan cepat, pada waktunya
pronunciation (kb) pengucapan
proof (kb) bukti
propane (kb) sejenis metan
property (kb) tanah milik, milik
provision (kb) ketetapan, ketentuan, persediaan
pull down (kk) menurunkan, menarik ke bawah, meruntuhkan

pulp (kb) semacam bubur kayu
purchase (kk) membeli, memperoleh
push (kk) mendorong, menekan
quality (kb) kualitas
raft (kb) rakit
ramp (kb) jalur/jalan melandai
ration (kb) rangsum, catuan, pelabur
rattle off (kk) mengulang dengan cepat dan mudah dari ingatan
receipt (kb) tanda terima
recently (kket) baru-baru ini
recipient (kb) penerima
recite (kk) mendeklamasikan, membawakan, menceritakan
refund (kb) pengembalian uang
release (kk) membebaskan, melepaskan, menyiarkan
remove (kk) menghilangkan, melepaskan, memindahkan, membersih-
kan
representative (kb) wakil, perwakilan
request (kk/kb) meminta, memohonkan, permintaan, permohonan
requirement (kb) persyaratan
residential (ks) perumahan
restrict (kk) membatasi, melarang
restriction (kb) larangan, pembatasan
retain (kk) menahan, membuat, memelihara, menyimpan, tetap me-
makai
roast beef (kb) daging sapi panggang
rudder (kb) kemudi (pesawat terbang)
sanitary (ks) bersih, sehat
schedule (kb) jadwal
scoop up (kk) menyekop, menyendok, mengeduk
seashell (kb) kerang
seashore (kb) tepi pantai
seatbelt (kb) sabuk pengaman
secure (kk) menjamin, mengunci, melindungi, menutup rapat-rapat
Glossary  271
segue (kb) berjalan/mengalir dengan lancar dari satu bagian ke bagian

lain
sentimental (ks) sentimental
sequence (kb) rangkaian, urutan
shape (kb) bentuk
shipment (kb) kiriman, pengiriman
shortchange (kk) memberikan uang kembali kurang dari seharusnya
signature (kb) tanda tangan
sincerely (kket) sungguh-sungguh
siphon off (kk) menyedot, mengalihkan, mengalirkan
slink (kk) menyelinap keluar
sloppy (kb) tidak rapi, ngelomprot, buruk
smoothly (kket) dengan lancar
sneeze (kk) bersin
spin (kk) memutar
spoiler (kb) spoiler
stalls (kb) kedai, kios
steward (kb) pramugara
stewardess (kb) pramugari
stiff (ks) kaku, keras, gigih
stopover (kb) persinggahan
storage (kb) penyimpanan
storehouse (kb) gudang
strap (kb) tali pengikat, tali pegangan
stunned (ks) menarik perhatian, memesonakan, membisingkan
subject to (kk) tunduk
submarine (kb) kapal selam
submission (kb) pengajuan
substance (kb) bahan, zat
substitute (kk) mengganti
supplemental (ks) tambahan
supplies (kb) persediaan, perbekalan
surname (kb) nama keluarga
swallow (kk) menelan
syllable (kb) suku kata

tail (kb) ekor (pesawat)
takeoff (kk) berangkat, mengudara (pesawat)
tap (kb) keran
tariff (kb) tarif
tender (kb/kk) penawaran, tawaran, lembut, halus
thermometer (kb) termometer
thorough (ks) saksama, teliti, menyeluruh
throughout (kket) seluruhnya
ticket (kb) karcis, tiket
tighten (kk) mengetatkan, mempererat
transfer (kk/kb) memindahkan, menyerah-terimakan, serah terima
transit (kk) melintasi
trolley (kb) kereta dorong
trouble (kb) kesusahan
trust (kk) memercayai, percaya
tube (kb) tube
turbulence (kb) turbulensi
turn off (kk) mematikan
turn on (kk) menyalakan, menghidupkan
underwater (kket) di bawah air
unload (kk) membongkar muatan
upright (ks) tegak lurus, tulus, jujur
UTC Unit Time Calculation penghitungan (satuan) waktu
utility (kb) keperluan, kegunaan
utilize (kk) menggunakan, memanfaatkan
vanity (kb) kesombongan, kesiasiaan
vanity box (kb) kotak barang-barang rias
variety (kb) macam, keanekaragaman
vast (ks) luas
vat (kb) tong
VAT value added tax (kb) pajak nilai tambah
vegetarian (kb) orang yang tidak makan daging, hanya sayuran dan ha-
sil tumbuhan
Glossary  273
verification (kb) verifikasi

vest (kb) rompi
visa (kb) visa, keterangan izin masuk suatu negara
volumetric weight (kb) berat volume/isi
vowel (ks) vokal
wafer-thin (kb) biskuit tipis
waist (kb) pinggang
waive (kk) melepaskan
walk-in client (kb) pelanggan yang langsung datang tanpa reservasi
warehouse (kb) gudang
wares (kb) perangkat
warning (kb) peringatan
weather (kb) cuaca
weed killer (kb) pembunuh/pembasmi rumput liar
weigh (kk) menimbang
weight (kb) berat
wheel (kb) roda
wing (kb) sayap
worthiness (kb) harga, keberhargaan
zone (kb) daerah
Catatan:
kb kata benda
kk kata kerja
kket kata keterangan
ks kata sifat
About
the Author
Sutanto Leo graduated from IKIP Bandung majoring in English Language

in 1985. He did his Diploma in Teaching English as a second Language
(Dipl. TESL) at Victoria University, New Zealand in 1988. His master
degree in Teaching English to Speakers of Other Languages (M.Ed. in TE-
SOL) was gained in 1995 at Leeds University, UK. He earned his doctoral
degree in 2015 from Indonesia University of Education. He is a lecturer,
writer, book writing trainer and book publishing consultant.
Experience
A. Presenting Seminar & Workshop on Book Writing and

Publishing
1) USU Medan, 2) UNTAN Pontianak, 3) UNG Gorontalo, 4) RELC

Singapore, 5) STP Bali, 6) Univ. Widya Mandala Surabaya, 7) Univ.
Pelita Harapan Jakarta, 8) Univ. Paramadina Jakarta, 9) Univ. Satya
Wacana Salatiga, 10) Univ. Nommensen Medan, 11) AKPAR Medan,
12) STAIN Surakarta, 13) AKPAR Satyawidya Surabaya, 14) UNY
Yogyakarta, 15) Univ. Bengkulu, 16) MGMP Kodya Bandung, 17)
IAIN Lampung, 18) STT Telkom Bandung, 19) STBA Bandung , 20)
STP Bandung, 21) Univ. Maranatha Bandung, 22) Univ. Widyatama

Bandung, 23) LLB Bandung, 24) Akademi Kebidanan Purwokerto,
25) Univ. Sriwijaya Palembang, 26) Univ. Sahid Surakarta, 27) UNIS-
RI Surakarta, 28) STT SAPPI Cianjur, 29) MGMP Banyumas, 30) Univ.
Soedirman Purwokerto, 31) Aptikes Semarang, 32) SMA 10 Ponti-
anak, 33) Univ. Riau Pekanbaru, 34) UNILA Lampung, 35) Politeknik
Manado, 36) STBI Semarang, 37) Univ. Andalas Padang, 38) UPN
Surabaya, 39) Universitas Negeri Jember, 40) Sirikit Writing School,
Surabaya, 41) MIPA Unpad, 42) STTB Medan, 43) Keperawatan
Unpad, 44) IAIN Bengkulu, 45) Univ. PGRI Palembang, 46. IHS Sura-
karta, 47) STIE IBBI Medan, 48) Akper Muhammadiyah, Makassar,
49) Unkhair Ternate, 50) GBI Kupang, 51) Global Prestasi School,
Bekasi, 52) Telkom University, Bandung, 53) SMA Yos Sudarso
Batam, 54) Perpustakaan Kab. Bondowoso, 55) MGMP MIPA SMA
Kab. Karimun, 56) STKIP Tuanku Tambusai, Riau, 57) SMK Wakatobi,
SULTRA, 58) Fakultas Informatika, Telkom University, Bandung, 59)
BPN GGBI Semarang, 60) SMK 1 Pangkalan Bun, Kalteng. etc.
B. Presenting Seminar on Writing Skripsi, Thesis &

Dissertation
1) STP Bandung, 2) STTB Medan, 3) IAIN Bengkulu, 4) Univ. PGRI

Palembang, 5) Univ. HKBP Nommensen Medan, 6) AKPAR Medan,
7) Univ. PGRI Semarang, 8) Akper Muhammadiyah, Makassar, 9)
Unkhair Ternate, 10) UMB Bengkulu, 11) UPN Surabaya, 12) Univ.
Al Azhar, Jakarta, 13) STTI Tanjungpinang, 14) Univ. Pakuan Bogor,
etc.
C. Giving Seminar & Workshop on Writing Popular Articles
1) SMA Santa Maria Bandung, 2) Univ. Paramadina Jakarta, 3) STP Band-

ung, 4) GBBZ Bandung, etc.
About the Author  277
D. English Training
1) Grand Aquila Hotel, 2) Novotel Hotel, 3) SwissBell Hotel, 4) Pre-

anger Hotel, 5) Papandayan Hotel, 6) Merdeka Hotel (Pekanbaru),
7) Majesty Hotel, 8) Grand Setiabudhi Hotel, 9) Permata Hotel, 10)
Galery Ciumbeulit Hotel & Apartment, 11) Grand Pasundan Hotel,
12) Teachers of SMP 5 Bandung, 13) Lecturers of STP Bandung,
dsb.
E. Sunday School Teaching
1) GBBZ Bandung, 2) GBI Tanggerang, 3) GKJ Cianjur, 4) GB Kalam Pur-

wokerto, 5) Radio Maestro Bandung, 6) Toko Buku Gramedia Band-
ung, 7) GKI Bandung, 8) BPD Jawa Barat, 9) Mission Care Bandung,
10) GBI Baitlahim, 11) Bimas Kristen DEPAG Jabar, etc.
F. International Seminar Presentation
1. Making your course notes worth publishing, RELC Singapore

(2007).
2. ELT Materials for Hotel and Food & Beverages Services, 55th TEF-
LIN International Conference, UIN Jakarta (4-6 Desember 2007).
3. Preventing plagiarism around your campus, 57th TEFLIN Interna-
tional Conference, UPI Bandung (1-3 November 2010).
4. Thesis Writing Supervision for Tourism and Hospitality School of
Higher Education, Asian Tourism Forum International, STP Bandung
(8-10 Mei 2012).
5. Feedback Strategies and Contents in Writing Supervision: Global
Tourism & Hospitality Conference: Hongkong (18-20 May 2014).
6. Book writing and publishing for Tourism Educators, ATF Bandung
(7-9 May 2016).
G. Books and Articles Published
1. English for Professional Waiters, 2013, 5th Print, Gramedia, Jakarta.

2. English for Professional Accommodation Services, 2013, 3rd Print,
Gramedia, Jakarta.
3. English for Professional Hotel Communication 2013, 3rd Print,
Gramedia, Jakarta.
4. English for Leisure Time Speaking, 2007, 2nd Print, Gramedia, Ja-
karta.
5. Menyikapi Penutupan Tempat Ibadah, Majalah Suara Baptis, No.5/
Tahun 48, 2005.
6. Menggali Potensi Penulis yang Terkubur, 2005, Jurnal Pariwisata,
Vol. 4 No. 4 Desember 2005.
7. Sertifikasi Kompetensi Dosen: Sebuah Penghargaan atau Ancaman,
2005, Jurnal Pariwisata Vol. 4 No. 4, Desember 2005.
8. Mendongkrak Gairah KPW, Majalah Suara Baptis, No.3/Tahun 49,
2006.
9. Publishing Your Teaching Materials’ 2006, Jurnal Pariwisata Vol. 5
No. 5, Desember 2006.
10. English for Academic Purposes: Essay Writing. (2007) Team Writers,
Andi Offset, Jogyakarta.
11. Drama Musik GB Baitlahim Layak Go International, Majalah Suara
Baptis, No.3/Tahun 2007.
12. Kiat Sukses Mengelola dan Mengajar Sekolah Minggu, 2008, An-
dipmbr, Yogya.
13. Kiat Jitu Menulis dan Menerbitkan Buku, 2010, Erlangga, Jakarta.
14. Mengusik Penerbitan Umat Baptis, Suara Baptis, 2013.
15. English for Hotel Supervisory and Managerial Communication,
2013, DC, Bandung.
16. A Challenging Book to Practice Teaching in English, 2013, AndiOff-
set, Yogyakarta.
17. Kiat Jitu Menulis Skripsi, Tesis, dan Disertasi, 2013, Erlangga, Ja-
karta.
18. The Implementation of Competence-based Curriculum (A case
About the Author  279
study at Bandung Tourism School), Journal of Tourism, Hospitality

and Travel, Vol. 1. No.1, Dec 2013.
19. Preventing Plagiarism around Our Campus in Indonesia, Journal of
Tourism, Hospitality and Travel, Vol. 1. No.1, Dec 2013.
20. Tourist motivation to consume local food: culinary tourism, Band-
ung Context, Journal of Tourism, Hospitality and Travel, Vol. 2.
No.1, June 2014.
21. The influence of external and Internal Factors on Society Decision
to Select Hotel Accommodation Major at One Vocational School in
Ciamis, West Java, Journal of Tourism, Hospitality and Travel, Vol. II,
No. 2, December 31, 2014.
22. Pertumbuhan Gereja Melempem, Majalah Suara Baptis, No. 2 Juli
2015.
23. Membicu Buku SM, Majalah Suara Baptis, No. 3 November 2015.

English For Professional Airline Services

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English For Professional Airline Services

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English for Professional

Penerbit PT Gramedia Pustaka Utama, Jakarta

First published © 2017 Penerbit PT Gramedia Pustaka Utama

Editor: Retna Dewanti

Printed and bound in Indonesia

I would like to express my special thanks to the following colleagues

The aims of the course

English for Professional Airline Services is a course book designed for

This course book, which requires at least 18 hours (12 sessions x 90

The objectives of the course are

a. to practice giving flight information, to handle flight reservation, to

rival services, to handle lost baggage complaints, to handle cargo,

Tips for teachers

a. Teachers need to be creative and do not apply monotonous teach-

Tips for learners

a. Learners who want to develop themselves in learning how to work

The most suitable way to know learner’s ability to speak is through

Speaking Band Scale

Frequent hesitation. Difficult to comprehend. Many

1. Greeting and Introduction 1

Greeting and Introduction

Greeting is an act of welcoming other person on meeting. Introduction

 How are you?

 I’d like you to meet Michael.

 David, this is my friend Abi Gail.

 Are you Mrs. Uenee Kim?

Informal expressions are usually used when welcoming friends. Formal

Meeting a close friend (an informal dialogue)

We stayed a night there. We had a wonderful night.

Dialogue c (a formal dialogue at the airport)

Dialogue d (a formal dialogue)

Work in pair or group of three to practice dialogues 3a, b, c, d using

Place & Date of birth :

Languages s/he speaks:

Places of interest have been visited:

Things s/he likes about the places of interests:

Things s/he does not like about the places of interests:

Cultural attractions have been watched/seen:

Special comment about those attractions:

Places of interest & attractions you recommend for tourists to

I’m Arsa. What’s your name?

Where do you live?

How old are you?

Could you tell me what your hobbies are?

Do you like travelling?

What do you like about those places of interest?

Do you like the scenery, people, culture, or what?

Is there anything that you dislike about those places of interest?

Report orally the result of your interview to the whole class.

I’ve just interviewed David, my partner. David’s full name is David

Work individually to write the result of your interview in two or three

Spelling System in English

Spelling system is often used in travel services such as in airline ticket-

Could you spell your name please?

Where do you come from?

Read the following dialogues with your partner.

Learner A : Hi, your name is Martinus, isn’t it?

SOUNDS LETTERS NOTE

This is how the alphabet is spelled.

f. Franky, Samarinda, Kalimantan – Hazbullah, Bengkulu, South Suma-

British System American System

Learn the following dialogues focusing on the spelling system above.

j. Sonoko Tanaka, Japanese, Tokyo – Bogor, West Java