Descent, landing, and layover Match the descriptions of each stage to the diagram. ids = . s 1. artivalatthe stand 4A preparing for descent and arrivai 212 descent 5£ landing 3.0. taxlin saa saat ‘2000 ‘seco | seo | tooo | | 3000 | | @® 1. _Listento five announcements. Match each one to the correct description in Starter. aZ bi eB at ed 2 Listen again. Complete the phrases for giving passengers instructions, Please .. 1 aye your completed documents and passport available. 2 ___ Poh anybags or other items in the overhead lockers. 3 —leok aiound yourseatarea. 4 Make Sule yourseat beltis fastened, 5 Que any remaining cups or glasses to us. 6 ___{@meri) seated with your seatbelt fastened, 7 be cateful ‘when opening the overhead lockers. 8B ___@Qsute ___ that you take all your belongings with you.54 | UNITT Descent anding and layover 3 Match the phrases n exercise 2 withthe pictures. fez bi { ‘4, Phrasal verbs are useful for asking passengers to comply with cabin crew instructions, Look at the situations and use the words in brackets to make polite requests. 41 immigration form not filled in tin) 4, seat back reclined (put up) ease ithe mmigrabonformian "ease gat Ane Seas bac 2. traytable down (put up) 5, baggage in aisle (put away) cleose cot the troy Sable op — giease pub ihe bag que 3 infant not secure (strap in) 6 laptop computer turned on (switch off) please siiae hein please suitich gout laptop of All ofthe phrasal verbs above are separable. This means the two parts ofthe verb can be used in two different ways: Please fill inthe immigration form. Please fill the iewnigration form tn ‘Some phrasal verbs are inseparable: ’m looking after the passengers in main cabin. NOT 'neloaking the pessengersin main eebiafter:UNIT? Descent, landing. and layover | 35 Listen to six announcements. Match each one with a situation. =. Announcement —_ Situation paramedics meeting flight refuelling stop delay gate unavailable holding required spraying ofinsecticide 6 Match words from the announcements with the correct meaning. y= © 1 onward flight a aperson who has had special training in caring for sick or injured people zre 2 landingclearance b thelatestinformation G12 3 paramedic permission given by air traffic control for anaircraft to land sla 4 insecticide d_ wind thatis blowing against the direction an aircraftis travelling C7 5 headwinds ‘e asubstance that is used for killing insects 6 update fF anotherflight you take to continue your journey 7 _Usethe correct form of the verbs in the box to complete the phrases. “gp = bos» Gey + inven » ee mac» sor» ®t = vate Keeping passengers informed Explaining what will happen We will keep youngofened of any changes. 5 Wewill beaut in Sofia shortly. Wewill_\@k youknowwhenyoucan 6 Weill be Se ccag ~ the cabin with insecticide. getup. 7 We will cove ourtanding clearance in 3, Wewill_se\ _youwhenitis safe. approximately ten minutes. 4 Weill keep you uedoa Sdevery five 8 Paramedics will leoca\cl_ the aircraft. minutes. 9 We willbe = 402 vsfo refuel in Kuala Lumpur. 2 wewilbeSslaadforfteen minutes a b c56 | UNIT7 Descent, landing, and layover 9 10 Match the problems with the pictures. Wecan’tuse the microwave tray. © Thetoiletwon't flush properly. & The oven door won't shut properly. DVD player number 3 isn't working. That overhead locker won't close. 6 Theseat backin As won't move. 7 Thetray table won't stay up. B. Wecan'tuse seat 290. t's wet. (97 Themicrowave has broken. “@. The mask is missing from the oxygen cylinder. 34 Noone can sit in seat 258. t's damaged. 12 Thereareno safety cards on row 11, Now match the explanations with the problems in exercise 9. ay bs cA a e o fk ‘There aren’t enough spares. ‘The catchis bent. We can’t cook the lunch. t's cracked and may break. is We can’t find them. kB Itkeeps falling down. The catch 12 has broken. {think it's blocked. ‘The play button isjammed. The seat covers badiytomn. It’s stuckin the recline position. ‘Someone has spilt a drink and it's soaked. There's something wrong with the hinge. 14 work witha partner. Use the pictures in exercise 9 to explain the problems. ‘A: We can’t use the microwave tray. 8: Why? What's wrong? As Its cracked and may break.UNIT? Descent, landing, and layover | 57 12 complete the cabin crew log with the words in the box. bioker Off * clogged + cincked + eqctigh + missing + sipped + sbek + taicte'« wedged + pel + workin» wong [Departure airport: Tumba; Cigna BA 277 | Destination: Lahore Date: 2 April || tocation | rune Problem 1 | 25Apr | BAzT8 | Forward galley | Micconave - gla tray cr Gc¥ eA I 2 to Ape | BAZTE | Formard wc | Not flashing, Probab | | zeape | eazte | Af gcioy loa docs close properly, Something st a Af of lcker | DUD player mambo 3 ot working lay button Asc | Mb locker won’ shut, Cate looks. wscch | | Beat back weal back. Won’ go song Biot | 20 Apr ‘BAZ | Beat 336 | Tray table keps falling down, Piece. catch, | ee | Peed ae } 2b Apr | BAZTE | eat 256 | Seat cover syaped. Not usable. 2 Age loam | | Forward galley | te microwave is aolwsovting | io | 20 Ape | BAz7F | Aft oft locker -| Onygen maskya5' from cylinder rer | BAST | =e meshes ws 13 Mark the sentences True (7) or Fatse (10. The damaged microwave tray was reported on a previous flight. There's something wrong withthe forward toilet. There's a problem with the rewind on DVD player number 3. v wo x (One ofthe seatsis suckin the upright position. x M0 w A\tray table fastening is damaged. There aren't any safety cards in row 11. 14, work with a partner. Explain that somethings wrong. USEFUL Pneases Something is missing ‘There’sa problem ‘Something is out of action t/They is/are missing Itjthey is/are broken/damaged. I They isn't/aren’t working. There aren't any/enough.- The . has broken. It/They won"t work. We can’t find the. ‘There's something wrongwith .. We can'tuse...58 | UNIT? Descent, landing, and ayover bin You Kuow m2 Attheend ofa fight you should: ‘= make sure every passenger leaves the plane safely with all their hand luggage. complete a written fight report and record any unusual incidents. ‘= add up and record al food and drink orders and duty-free sales. [ter that you can check into your hotel, retax, and explore the destination before your next ight! G15 Ustentotneconversations arkthe sentences True(v or False = Conversations 1 The creware staying atthe Metropole hotel for three nights. 2 Breakfastis served in the dining room. 3 The crewgeta 20% discountin the hotel restaurant and shops. Conversation 2 4, There'sno cash machine in the hotel lobby. 5. Thebankisopennow. 6 Thebankis closetothe hotel. Conversation3 7 Theair-conditioning isn't working. 8 Reception will send someone up inan houit. 16 match words from the conversations in exercise 5 with the correct meanings. ATM (automated teller machine) first mealof the day card giving money off fora regular user bookin: breakfast discount —— loyalty card — hotel entrance/reception area wallet —— tower price than usuat cash machine — reservation lobby - ‘machine to cootaroom air-conditioning small case to keep paper money. plastic cards, et. 17 Listen again. Complete the phrases. Check the transcript on page 92if necessary. 1 thal Aime breakfast? ee __to walk there? 2. Canyoutellme..d> wa gptadiscount? 6 the air-conditioning 3 18 these scare’ Sh change some money? It's blowing out hot air 4 caher_dews. itopen? 7 ___make the room cooler. WS the thinw to 18 match the responses to the phrases in exercises7. a __About one minute! @ 3_Yes, of course. There's a cash machine b A Atg30. inthe hotel lobby. cL It'sfrom 7.0010 9.30. F 2_Yes, youdo. 10%. d __Oh,?'mverysorryabout that. g ___Ah, yes. The air-conditioning.UNIT Descent, landing and layover | 58 19 Put tne words in the correct order toform questions. 1. How laundry long take the will 7 Hous Long wail the lowcho, take, 2 an connection Do have in Internet our rooms we ? Oo we hasean iwieinet comer ton in cur 3. does open restaurant the time What ? what time dees the resiowiont gpa 4 are Can me shops tell the where you ? Con yoo Ach me wioere the shops aie 5 bus does leave the When ? uihes doe dhe bos lenve 6 bag can Is leave my somewhere there | ? dS Ihoie Somashere \ Cow \eorve my loot 20 Work with a partner. Match the pictures toa question in exercise 19. Take turns asking and answering each question. ‘A: Hello, I'm calling from room 4208. B: How can |help? A: 've gota problem with the door. The thing that closes the dooris broken. ‘A: The lock? We'll send someone up right away.60 | unirz ‘escent, landing. and layover Read the text and answer the questions. here are often delays comingin to land, especially in winter when its foggy. Passengers always ask for the reason. Sometimes they get anxious; some ‘even get aggressive and demand that the aircraft {ands on time! If that happens, | try to be very polite and positive. And I keep smiling. | explain the reason for the delay and offer to bring drinks or blankets or anythingelse to keep them comfortable. Ifthe delay is, really long, we put on a good film. When we're on the ground, we check the aircraft in case anything has been leftbehind. tts amazing what we find — valuables, passports, immigration forms. Once | found a wallet full cofmoney! | tookit to the ‘Lost and found’ counter. Fortunately, ! met the passenger who had, lostit. He explained that the money was for tuition fees and six months: living expenses. 1 ‘can’tbelieve he would forget something ike that! I've found other strange things, too. ! once ‘found a diamond ring in the lavatory and a wig in an overhead locker. One lady even left her false teeth on her lunch tray and we had to search through ail the rubbish to find them! | When all the hard work is done, | can finally relax. Every new city brings new sights, new activities, new people to meet, and | try to experience as much as possible. One of my ‘favourites is Bangkok in Thailand. | love this country! can have a relaxing massage that's ‘80 g00d aftera long flight! can also eat wonderful food and visit the beaches on the islands. | did that last New Year and saw some stunning firework displays. Another favourite is London — the Thames river cruise s great and there's always something fun goingon. [also ove wandering through the maze of shopping streets and bazaars in Istanbul ... People are different everywhere and it’s so interesting to learn about their cultures and traditions from real life rather than reading about them in books! | | | ete 4s ze ze Ae Ne, nevel nyes thes td w well the dL fess B-Ahe dyodhts Have you ever been on an aircraft that was delayed coming into land? Did the cabin crew look after the passengers well? What did they do? ‘What would you most look forward to after a long fight? Which countries would you most like to visit? 1 y loDk cone of clehuevig mong, but dhe one | bape to meed goon ty cock belegingy°] tay @ 1 Getting a job Airlines often give cabin crew applicants a test of general and aviation knowledge, and problem-solving skills. Take the short practice test. GENERAL KNOWLEDGE ‘What s the three-etter ICAO airline ‘Whats the largest country in fetter ICAO air ang yin South code for British Airways? QW) America? QTOUt\ | | Whats the name ofthe currency used Inavaton, what does the abbreviation injapan? Ye ATCstandfor? ie Magpre COMIDY EB) Wien the time's 1300 New York, Which aiports the busiest inthe world, | what’ the time in London? 13 OO interms of pasengernumbers! lonely | | ‘What is the national airline of Germany? Which airport is known as LAX? { ED wrasse atonal ae » o ee Tos Angel Lope. NCL oro | wristne capital of Austalat [Dd Hyouhadto expen thelocation food | Conoeta ona plate to a blind passenger, how ‘would you do i? Compare answers with @ partner. What else do you think usually happens on interview day? Look at the schedule for the interview day. Listen, Number the situations in the order you hearthem. E-Z. AIR INTERVIEW DAY a Height and weight check 10 minutes) b Welcome andintroduction to€-ZAi(15 minutes) < Personal interview (30 minutes) Document check (10 minutes) ‘Team assessment (20 minutes) ‘Customer service role-play (15 minutes) Isle bp he Maths and general knowledge test (20 minutes)UNITS Gettigajob | 63 6 Match the answers with the questions in exercise 5. Are they similar to the answers you gave? a2___ Thecompany has good reputation as an employer. I'd feel great about working for you. Also it's just the right size: not too big, not too small b 4 rd like to develop more confidence in leading people. | expect working asa cabin crew ‘member will help me achieve this. cB Definitely. They would tell you I've never been late for work, and F've had only one sick day in three years. That doesn’t mean | goto work when|'mill it means take care of myself 416 Miltakeitasaleaming opportunity. Pl definitely go back and try to improve myself, then apply again. eL._Atthe hotel where work, quests come from allover the world, Communication can be challenging, ve leamed to speakslowly and calmly. | don't mind repeating myself, and try different words, oo.1'm always interested in meeting people from different places. 2 _ Ihave good experience with customer care from my job in the hotel. 'm cheerful most of the time, nd | don't mind taking responsibilty for my actions doing what needs to be done. love team work too. 85. Once, there was mix-up over a room atthe hotel. Acustomer arrived with his family, but the booking was fora single room. He was furious. |kept apologizing, and immediately got them seated inthe restaurant fora free meal. We sorted out the room and lefta fruit basket. He was never entirely happy, buthe could see that we'd tried to make itright. Ilike the idea ofthe exciting lifestyle. 've never enjoyed too much routine, and realy enjoy working with people. I would offer hera tissue and a glass of water. | would askif she needed anything else. I'she said no, |would keep an eye on her, but nat say anything else. ics jt think being on call and waiting fora phone callin the middle of the night must be pretty tough. But want this ob because like a challenge, and | want to avoid nine-to-five routine. ‘Now work with a partner. Take turns asking and answering the questions in exercise 5. Use the phrases below. 1 Mike the idea of... 6 malways interested in... ve never enjoyed .. Inevertry to... really enjoy. Instead, Pd feel very good about. 7 Ithink... must be pretty tough. But Thave good experience with... want this job because ... don’t mind . Iwantto avoid .. Hove... too. 8 Theywouldtell you... 4 Vdliketo develop... 9° Iwould... 5 Once, . 20 iltakeitas... Fl definitely go back and try to. Behonest and open. ‘Show that you can ‘think on your feet” (Solve problems quickly). Be prepared for the interview. Practise interviews witha friend. Practise, practise, practise! Don’t prepare along speech! Think about your own qualities. Practise answeringa lot of different questions naturally.64 | UNITS Getting ajob aiiguage * customersaustaction. *. customer-service experience-* CABIN CREW: Whatare the job requirements? Your questions answered ‘re there any age requirementsor restrictions? tha ajob asa sales assistant. Willthat help? Some arsaes may Se DP of18-2!ada While customer sty te hghest prod, ‘ari as owas 32 ‘coviemal Stefi invery importa forarines Appcans i a ‘ucessitin ther aniomer contact jobs may have an What about height and weight? ‘chantage Experience working with eer people. ikren Casncrew needa beable reach atftheeqspmonton uma epennes wots wah ey pon ‘he ara so youu be arnimum of I5B cn a. You lkoneed tobe able tomave around te cabin comfortbhy, George shows Yovare wile to tke responstity fr |) Sothemanmin hed unaty 900m Youmatee romalneatly iad oryourheghe Dot need to have first aid rang? ae ‘ithes ort general eure at youve iat ad What are requirements? gener ng tat you ne : Voorerlyneedtonave Yainne-butiecan be hep ingeting ajo eee epmctecScamspcs” teuftovim Witt bea prolent Most ines require that you are able os 251030 My eyesight isn’t very good without glasses. Wil yetes You shoud lem 10 sn baler you spf sje, {hatbea problem? Youmpthoetoaiean eteconceyauhwetcen . Dothavete speaks oregnlonpange! teed you cont hvegetbete Coa you wi fraction be abet communica dasty in your tt fect beret wer geo tnmctoen aly pyr sepa oucrnspekan Sone SBaneral Tanigeaber tgoge ‘What about education? ‘Are there any other requirements? Mostarinesrequre tat youhave completed secondary Your appearance should be nea an atracive Most lecucaton wih atleast average marks However fyouhave anes dott want cain cre wh a wile att OF ‘oeelent COMACOTRAL Si some arinermayheyoo— UOUSHAL sii style ‘eenfyoulacksrong formal educaional quisation: _‘Youationeedio be very Seable and adaptable You ay and youl be pected to be cheridaré ecient whe yoste there, Q Mark the sentences True (v/) or False (¥). 4 Someaitlines have agerequirements. {J} 5 Good marks n school are necessary Ifyou are 200 cm tall, you can't work forgetting an airline job. a asaflight attendant. [© Firstaidtrainingisn't a requirement 3 Youdefinitely won't need to have an toapply fora cabin crew job. eyeexam. Kl 7. Swimming abittyisa necessary part 4 lfyouwear glasses or contac lenses, ofthe job. uw you can't work as cabin crew. [8 Hfyoudon’t speak two languages, you — can'twork as a light attendant. &] 20 Do you think tne requirements are fair? Why. orwhy not?unre: 141 Read the job advert. Would you apply forthe job? Why, or why not? eo Cabin crew vacancies GEE czar Fultine Job description The cabin rev member is responsible forthe safety of passengers and for the delivery of quality in-ght sence nin with company procedures. The cabin crew member i esponsibe tothe Senior cabin crew member and works as pa tecabin ew team, 1 Ensure safer and high on-board service standards throughout the cabin 2 Show wilingness to take and accept responsibilty for crew and customers Metolnestiorl port, Compete Avetfiable five year education and employment history ‘good standard of education or excellent customer service experience Getingajob | 65 3. Takwinitatve to addres cific isues 3. Fluent in Engjsh Spoken and writen —atestwilbe | 4 Contribute to cabin crews delivery of on-time gies) } performance 4 Height 1.58mt0 1.90m and normal heathy weight | 5 Ensure thet infght sales targets are met 5 Ingood heath, physical fr, and able to pass2 | 6 Beresponsile for cash taken n-fight medical examination | 7. Maintain cabin ew qualification 6 Abletoswim 25m | 7. Confident in deaing with customers | 8 Novisle tattoo or body piercing | Application process 9 Ableto atv at Metro International within 90 minutes Toappiyforthisjb, 12 Read the advert again. Find the phrase or sentence that means: 4. your direct boss willbe a crew member with more experience Whe cab crews 1s respomcbe 2-_use your own ideas to deal with problems 3. continue to receive training and certification asa flight attendant untne Cabin cies Gualifcasie 4 atecord of your activities for the past five years which can be checked 5 inlessthan anhour and ahalf AG mney 13 Read tasks 2-g. Work with a partner. Match each task with one of the ‘key responsibilities’ inthe jobadvert. a S___ Encourage passengers to buy duty-free products and make other in-flight purchases. b _\__ Demonstrate the use ofthe life jacket and emergency exits. ¢ 2 One of your colleagues has forgotten to secure the food trolley after meal service. Secure it and then say: "Pve secured this trolley.” © _ countand safely put away the money from duty-free soles. g 4 __ Make sure that any pre-departure job you have, for example securing a door, is done quickly and at the right time. ‘14, Read the ‘Minimum requirements’ in the job advert. Tick the ones you meet. Mark the ones you don’t meet with X.© | UNITS. Gettingaiod 15 ook atthe list ofob features. in your opinion, is each one a challenge or a reward? Write Cfor challenge or Rfor reward. 1 _@ Beingpartofateam sR Flexible schedule 2 g& Enjoying helping people 6 Hard physical work 3 —C__ Difficutt passengers 7 Good accommodation 4 © Difficuttschedule 8 _¢ Safety concerns @ 16 Usten to four cabin crew members talking about thei jobs. Write the number (1-8) of each feature in exercise x5 that the speakers talk about. Crewmember Crewmember Crew member Crew member ah Ss bak cL Q aus nin 17 Look at the four statements. Which one desciibes: 3 Something that is generallytrue?——_ 1 iftworkedin an office, 'd go crazy. b apossible future event? ~ ~~ 2 fthave to stay overnight, lalways stayina © animaginary situation? N nice hotel 4 apast situation that didn’thappen? —.— 3 if stay in the job, become a team leader— ‘maybe a purser or cabin services director, 4° Ifthadn’t become a flight attendant, rd probably have studied nursing. TALKING ABOUT CAUSE AnD EFFECT AND posSionmiés Zero conditional (ui or fat) ‘Second conditional (imaginary situation) 1Mt!moncal have to answer the phone. ‘tiworked fora bigaitne, rd travelinternationaly First conditional (posible ature even) ‘Third conditional (past condition that didert happen) ifldo wellin the interview, lige theob. ifthade’t worked ina fest food restaurant, | woul hhave had any customer service experience. 18 write toursentences about yourself Write one sentence using each ofthe four conditional forms. Try to write sentences that would be useful ina job interview situation. Then compare your answers with a partner, 11 got this job, fd give 100% al of the time, 19 Before you decide to apply fora job, you should look clesely a the qualities you can bring to it. Work with a partner. Doa quiz to learn more about your strengths and areas that need improvement. E> AMistadents Fle s6.5.7UNITS Gettngajob | 67 Read the text and answerthe questions. Fawaz Abbas & [found my fsc cabin ere job while actually flying wich an airline, through an advert in their inflight magazine. My ‘current job was advertised on the aeines vacancies section of thei websice The application forms usually set strict word limits for answering questions, which means you have to be very lear and specificin your responses. Itcan be hard to get everything you want ro say into the answer, but just stick tothe question. ‘These answers are discussed at the interview, s0 its a good idea wo keep 2 copy of your application form —co refresh your ‘memory the night before. | found that arriving for the interview was exciting, as everything looked so professional and to ‘make it to that stage was an achievement in itself. The group activities can be enjoyable, too, ‘specally if you find the one-to-one interviews stressful. Just be youreelfand enjoy interscting ‘withthe mix of people in the group, 2s that’s key element ofthe job. ‘As longs you prepare for the interview day, chereshoulda’t be any surprise questions. Havea ‘mental list involving 2 range of examples you can give about past customer service experiences, because most questions asked involve the phrase: Give wn example of... These don't have to be dramatic situations jst everyday examples. Also, don’ te afraid to ask fora question to be ‘epee Udita eocyon acinus pe oud psec ‘When you're tryingto getajob, take the time t make your application form stand out~aitlines receive hundreds of these forms. Make sure you follow the instructions carefully, give clear and concise answers, and double-check everything, Ifthey require a photo take some smardy- dressed pictures of yourself specifically for the application, as thisshows you're taking the process seriously. A photo from your holiday isn't going to impress the airline, Finally, remember that there are many different syles of airline and you may not suit them all-so keep trying! © Have you ever applied for anything (a job, a course, etc)? What happened? * Canyou think of time you wanted to make a good impression? ‘What was the situation? What did you do? ‘© Are you ready to apply for airline jobs? not, what do you need to do to prepare yourself?Testyourselt | 69 le im|S | \ b 9 +] [a6] |r|] a] 3] YS Ro al - Info | l + [ity jn e a a mE Iblal Ale ic ic Lt e Pals Q