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民航國內(nèi)客票銷售（第2版） 
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9 7 5 8 0 7 0 1 0 2 7 1 7 讀者對象:本書可作為職業(yè)院校航空服務(wù)、空中乘務(wù)、機(jī)場運(yùn)行、民航運(yùn)輸?shù)葘I(yè)的教材，也可作為民航服務(wù)從業(yè)人員參考書。 
本書系統(tǒng)介紹了民航國內(nèi)客票銷售的理論與實(shí)務(wù)，包括客票銷售基礎(chǔ)知識、國內(nèi)旅客運(yùn)價(jià)、訂座及訂座系統(tǒng)、旅客訂座記錄、電子客票銷售實(shí)務(wù)、民航特殊旅客客票銷售、電子客票退票與變更、旅客運(yùn)送服務(wù)。本書每章均有學(xué)習(xí)目標(biāo)、思考與練習(xí)等，理論聯(lián)系實(shí)際，以激發(fā)學(xué)生自主學(xué)習(xí)的積極性。本書可作為高等院校、職業(yè)院校航空服務(wù)、空中乘務(wù)、機(jī)場運(yùn)行、民航運(yùn)輸?shù)葘I(yè)的教材，也可作為民航服務(wù)從業(yè)人員參考書。
何蕾，副教授，長沙航空職業(yè)技術(shù)學(xué)院專職教師，曾出版《民航機(jī)場地面服務(wù)》，獲十二五、十三五、十四五職業(yè)教育國家規(guī)劃教材多本，《空中乘務(wù)》《民航服務(wù)英語》，主持湖南省高等職業(yè)院�？罩谐藙�(wù)專業(yè)技能抽查標(biāo)準(zhǔn)與題庫開發(fā)項(xiàng)目等多項(xiàng)重點(diǎn)科研項(xiàng)目，獲得《基于校企深度融合的空中乘務(wù)專業(yè)建設(shè)模式研究與實(shí)踐》湖南省職業(yè)教育教學(xué)成果獎(jiǎng)三等獎(jiǎng)等多項(xiàng)獎(jiǎng)項(xiàng)。
第1 章 客票銷售基礎(chǔ)知識 ···········································································.1
1.1 民用航空的分類和特點(diǎn) ····································································.1 1.1.1 民用航空的定義 ····································································.1 1.1.2 民用航空的分類 ····································································.1 1.1.3 民用航空運(yùn)輸?shù)奶攸c(diǎn) ······························································.3 1.2 民用航空運(yùn)輸業(yè)務(wù)基礎(chǔ)知識 ······························································.4 1.2.1 航路 ···················································································.4 1.2.2 航線 ···················································································.5 1.2.3 航班 ···················································································.6 1.2.4 班次 ···················································································.6 1.2.5 航班號 ················································································.7 1.2.6 班期時(shí)刻表 ··········································································.8 思考與練習(xí)1 ························································································.8 第2 章 國內(nèi)旅客運(yùn)價(jià) ·················································································.9 2.1 民航運(yùn)價(jià) ······················································································.9 2.1.1 民航運(yùn)價(jià)的定義 ····································································.9 2.1.2 民航運(yùn)價(jià)的特點(diǎn) ····································································.9 2.2 國內(nèi)旅客運(yùn)價(jià)的發(fā)展 ······································································.10 2.2.1 傳統(tǒng)計(jì)劃經(jīng)濟(jì)體制下的運(yùn)價(jià)政策 ··············································.10 2.2.2 統(tǒng)一、調(diào)整票價(jià)時(shí)期的運(yùn)價(jià)政策 ··············································.11 2.2.3 “禁折”與航線聯(lián)營時(shí)期的運(yùn)價(jià)政策 ········································.12 2.2.4 指導(dǎo)價(jià)格時(shí)期的運(yùn)價(jià)政策 ·······················································.12 2.3 國內(nèi)旅客運(yùn)價(jià)的種類 ······································································.13 2.3.1 按服務(wù)等級 ·········································································.13 2.3.2 按旅程方式 ·········································································.14 2.3.3 按旅客類型 ·········································································.14 2.3.4 按折扣水平 ·········································································.16 2.3.5 稅費(fèi) ··················································································.17 2.4 國內(nèi)旅客運(yùn)價(jià)的管理 ······································································.18 2.4.1 概述 ··················································································.18 2.4.2 國內(nèi)航空旅客運(yùn)價(jià)基準(zhǔn)價(jià)及浮動(dòng)幅度的確定 ·······························.19 2.5 國內(nèi)旅客運(yùn)價(jià)的使用規(guī)則 ································································.22 思考與練習(xí)2 ·······················································································.22 第3 章 訂座及訂座系統(tǒng) ·············································································.23 3.1 訂座系統(tǒng)概述 ···············································································.23 3.1.1 訂座的定義 ·········································································.23 3.1.2 訂座的原則與要求 ································································.23 3.1.3 訂座的流程 ·········································································.24 3.1.4 訂座系統(tǒng) ············································································.25 3.2 系統(tǒng)常用指令介紹 ·········································································.29 3.2.1 系統(tǒng)的進(jìn)入與退出 ································································.29 3.2.2 航班信息查詢 ······································································.33 3.2.3 公用信息 ············································································.40 3.2.4 銷售統(tǒng)計(jì)指令 ······································································.45 思考與練習(xí)3 ·······················································································.47 第4 章 旅客訂座記錄 ················································································.50 4.1 旅客訂座記錄的定義和構(gòu)成 ·····························································.50 4.1.1 旅客訂座記錄的定義 ·····························································.50 4.1.2 旅客訂座記錄的構(gòu)成 ·····························································.51 4.2 PNR 基本項(xiàng)的建立 ·········································································.51 4.2.1 NM（姓名組） ····································································.51 4.2.2 SS、SD、SA、SN（航段組） ·················································.54 4.2.3 CT（聯(lián)系組） ·····································································.57 4.2.4 TK（出票組） ·····································································.57 4.3 PNR 其他項(xiàng)的建立 ·········································································.58 4.3.1 SSR（特殊服務(wù)組） ·····························································.58 4.3.2 OSI（其他服務(wù)信息組） ························································.62 4.3.3 RMK（備注組） ··································································.63 4.3.4 FN（票價(jià)組） ·····································································.64 4.3.5 FC（票價(jià)計(jì)算組） ·······························································.65 4.3.6 FP（付款方式組） ·······························································.66 4.3.7 PAT:A（自動(dòng)建立運(yùn)價(jià)組） ·····················································.66 4.3.8 EI（簽注信息組） ································································.68 4.3.9 TC（旅游代碼組） ·······························································.68 4.4 旅客訂座記錄的處理 ······································································.69 4.4.1 PNR 的生效 ········································································.69 4.4.2 PNR 的還原 ········································································.71 4.4.3 PNR 的提取 ········································································.72 4.4.4 PNR 的修改 ········································································.74 4.4.5 PNR 的調(diào)整 ········································································.76 4.4.6 PNR 的取消 ········································································.79 4.5 建立PNR 的實(shí)例 ···········································································.79 4.5.1 含有一個(gè)航段的PNR 訂座實(shí)例 ···············································.79 4.5.2 含有兩個(gè)連續(xù)航段的PNR 訂座實(shí)例 ·········································.81 4.6 團(tuán)體旅客訂座記錄 ·········································································.82 4.6.1 團(tuán)體姓名組 ·········································································.82 4.6.2 團(tuán)體PNR 的提取 ·································································.83 4.6.3 團(tuán)體PNR 的分離 ·································································.84 思考與練習(xí)4 ·······················································································.87 第5 章 電子客票銷售實(shí)務(wù) ··········································································.89 5.1 電子客票基礎(chǔ)知識 ·········································································.89 5.1.1 電子客票的概念 ···································································.89 5.1.2 電子客票的特點(diǎn)和優(yōu)勢 ··························································.90 5.1.3 電子客票的種類 ···································································.91 5.1.4 電子客票行程單 ···································································.91 5.2 國內(nèi)客票銷售一般規(guī)定 ···································································.92 5.2.1 購票的有效身份證件 ·····························································.92 5.2.2 客票的有效期 ······································································.94 5.3 電子客票操作 ···············································································.94 5.3.1 電子客票的樣式 ···································································.94 5.3.2 電子客票票面狀態(tài) ································································.95 5.3.3 提取電子客票記錄 ································································.97 5.3.4 電子客票出票 ······································································.99 5.4 電子客票銷售渠道 ·······································································.103 5.4.1 電子客票的銷售渠道分類 ·····················································.103 5.4.2 電子客票的銷售模式 ···························································.104 思考與練習(xí)5 ·····················································································.106 第6 章 民航特殊旅客客票銷售 ··································································.108 6.1 民航特殊旅客購票規(guī)定 ·································································.108 6.1.1 重要旅客 ··········································································.109 6.1.2 嬰兒旅客 ··········································································.109 6.1.3 兒童旅客 ··········································································.110 6.1.4 孕婦旅客 ··········································································.112 6.1.5 老年旅客 ··········································································.113 6.1.6 病殘旅客 ··········································································.115 6.1.7 擔(dān)架旅客 ··········································································.116 6.1.8 輪椅旅客 ··········································································.116 6.1.9 聾啞、盲人旅客 ·································································.117 6.1.10 額外占座旅客 ··································································.118 6.2 特殊旅客訂座實(shí)例 ·······································································.118 6.2.1 成人帶嬰兒旅客訂座實(shí)例 ·····················································.118 6.2.2 重要旅客訂座實(shí)例 ······························································.119 思考與練習(xí)6 ·····················································································.120 第7 章 電子客票退票與變更 ·····································································.121 7.1 電子客票變更業(yè)務(wù) ·······································································.121 7.1.1 客票變更的一般規(guī)定 ···························································.121 7.1.2 客票簽轉(zhuǎn)的一般規(guī)定 ···························································.122 7.1.3 客票變更與簽轉(zhuǎn)操作 ···························································.124 7.2 電子客票退票業(yè)務(wù) ·······································································.129 7.2.1 客票退票的一般規(guī)定 ···························································.129 7.2.2 客票退票操作 ····································································.131 思考與練習(xí)7 ·····················································································.133 第8 章 旅客運(yùn)送服務(wù) ··············································································.135 8.1 旅客運(yùn)送流程 ·············································································.135 8.1.1 旅客出發(fā) ··········································································.135 8.1.2 旅客到達(dá) ··········································································.137 8.1.3 旅客中轉(zhuǎn) ··········································································.138 8.2 旅客運(yùn)輸不正常服務(wù) ····································································.140 8.2.1 誤機(jī)、漏乘和錯(cuò)乘 ······························································.140 8.2.2 登機(jī)牌遺失 ·······································································.142 8.2.3 無票乘機(jī) ··········································································.142 8.2.4 航班超售 ··········································································.142 思考與練習(xí)8 ·····················································································.143 附錄A ···································································································.144 附錄A.1 國內(nèi)部分機(jī)場三字代碼表 ·······················································.144 附錄A.2 中國主要航空公司二字代碼表 ·················································.147 附錄A.3 訂座系統(tǒng)中可以接收的特殊服務(wù)代碼表 ·····································.148 附錄A.4 航空公司艙位對照表 ·····························································.154 附錄A.5 常見出錯(cuò)信息提示匯總 ··························································.155 附錄A.6 中國南方航空集團(tuán)有限公司客票退改簽使用條件 ·························.158 附錄A.7 中國國際航空股份有限公司國內(nèi)客票退改簽規(guī)定 ·························.162 附錄A.8 中國東方航空集團(tuán)有限公司客票退改簽使用條件 ·························.167 參考文獻(xiàn) ································································································.170
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