Chapter 1?Ticket ServiceUnit 1?Information Enquiry 2Unit 2 Telephone Reservation 11Unit 3?At a Booking Office 21Chapter 2?Ticket and Baggage Check-in ServiceUnit 1?Ticket Check-in Service 32Unit 2?Carry-on Baggage Service 39Unit 3?Checked Baggage Service 45Unit 4?Lost and Damaged Baggage Service 57Chapter 3?Security Check ServiceUnit 1?Certificates and Baggage Inspections 70Unit 2?Check by Hand and Machine 76Chapter 4?Waiting and Boarding ServiceUnit 1?Service in Waiting Lounge 86Unit 2?Other Services for Waiting Passengers 93Unit 3?Service for Boarding Passengers 102Chapter 5?Special Passengers ServiceUnit 1?VIP Passengers Service 110Unit 2?Pregnant Women & Passengers with Children Service 115Unit 3?Unaccompanied Minors Service 122Unit 4?Other Special Passengers Service 128Chapter 6?Irregular Flight ServiceUnit 1?Weather Delays 136Unit 2?Maintenance Delays 147Unit 3?Other Delays 155Unit 4?Services for Delayed Passengers 165Chapter 7?Customs Inspection ServiceUnit 1?Red and Green Channel System 174Unit 2?Going through the Red Channel 182Unit 3?Going through the Green Channel 190Chapter 8?Quarantine Inspection ServiceUnit 1?Quarantine Inspection of Passengers 200Unit 2?Quarantine Inspection of Aircraft Crew 209Chapter 9?The Immigration InspectionUnit 1?Entry Inspection 214Unit 2?Departure Inspection 225Unit 3?Transit and Group Inspection 232Chapter 10?Other ServicesUnit 1?Shopping and Entertaining 240Unit 2?Lost and Found 249Unit 3?Information Service 257References 266
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