Chapter 1 Ticket Service 票务服务项目…1
1.1 Telephone Inquiry 电话咨询任务…2
1.2 Ticket Reservation, Confirmation and Cancellation 机票预订、确认和取消任务…14
1.3 Unusual Circumstances 特殊情况服务任务…24
Chapter 2 Check？in Service 值机服务项目…37
2.1 Passenger Check？in Service 乘客值机服务任务…38
2.2 Baggage Check？in Service 行李托运服务任务…50
Chapter 3 Security Check Service 安检服务项目…64
Chapter 4 Combined Inspection Service in Airport 机场联检服务项目…79
4.1 Airport Customs Inspection 机场海关检查任务…80
4.2 Airport Frontier Inspection 机场边防检查任务…94
4.3 Airport Quarantine Inspection 机场检验检疫任务…105
Chapter 5 Special Passengers Service特殊旅客服务项目…118
5.1 VIP Passengers Service 重要旅客服务任务…120
5.2 UM Service 无人陪伴儿童服务任务…132
5.3 Pregnant Women Service 怀孕旅客服务任务…148
5.4 Sick and Disabled Passengers Service 病残旅客服务任务…161
5.5 Senior/Baby Passengers Service 老年/婴儿旅客服务任务…175
Chapter 6 Irregular Flights and Passengers Service 非正常运行航班及旅客服务项目…187
6.1 Irregular Flights Service 非正常航班服务任务…189
6.2 Irregular Passengers Service 非正常旅客服务任务…200
Chapter 7 Arrival Passengers Service 到港旅客服务项目…212
7.1 Domestic and International Passengers’ Arrival Formalities and
Service 国内、国际旅客到达流程及服务任务…214
7.2 Baggage Claim Service 行李赔偿服务任务…225
7.3 Transfer Service 转机服务任务…236
Chapter 8 The Future of Airport:A Convergence of Intelligence and Green Practices 未来机场——智慧与绿色共融…250
8.1 Future Airport Development Trends:Diversity, Digital Intelligence,
Low？carbon, and Ecology 未来机场发展趋势：多元、数智、低碳、生态…251
8.2 Airport entertainment, shopping and dining service 机场娱乐购物用餐服务…264
参考文献…281
