1. knowledge of air passenger transport
(1) Domestic air transport
A. Ticket purchase
China passengers are required to show their resident identity cards or other valid identity documents, and fill in the passenger reservation form; When purchasing tickets, foreign tourists, overseas Chinese and compatriots from Hong Kong, Macao and Taiwan must show their valid passports, home visit permits, Taiwan compatriots' certificates, residence permits, travel permits or other valid identity documents issued by public security organs, and fill in the passenger reservation form.
B. reconfirmation of seats
If a passenger stays at the connecting or returning place for more than 72 hours with a reserved seat, he must go through the seat reconfirmation formalities at noon 12 two days before the departure of the connecting or returning flight, otherwise the original seat will not be reserved.
C. Passenger tickets
Tickets are only for passengers with the names listed on the tickets, and cannot be transferred or altered. This ticket is valid for one year.
D. Children's tickets
Children over 2 years old1under 2 years old pay 50% of the full adult fare. Babies under 2 years old pay 10% of the original adult fare, which not only occupies one seat. Each adult passenger can only bring one baby to enjoy this fare.
E. Refund
Passengers (otherwise stipulated by group passengers) who apply for a refund within 24 hours or 2 hours before the departure time of the flight listed in the ticket shall pay a refund fee of 10% of the original ticket price; Apply for a refund within 2 hours before the scheduled departure time of the flight and pay a refund fee of 20% of the original fare; Refund after the scheduled departure time of the flight will be treated as missed flight.
F. Lost tickets
Passengers who lose their tickets shall apply in writing to the carrier or its agent for reporting the loss, and provide sufficient proof. Before applying for loss reporting, the carrier will not be responsible if the ticket is fraudulently used or returned.
G. Seize the opportunity
Passengers must check in with their tickets and valid identity documents within the time limit specified by the carrier. The plane stopped checking in 30 minutes before leaving the station.
H. missed the plane
Missed flights refer to passengers who fail to check in at the specified time or fail to take the flight because their travel documents do not meet the requirements. If the passenger wants to change the follow-up flight of the same airline after missing the plane, there is no delay fee. If you want to refund the ticket, you need to pay 50% of the original fare of the missed flight.
I. Free baggage allowance
Passengers holding adult tickets or children's tickets, each person's free baggage allowance (including checked baggage and self-care baggage) is 40 kg for first class, 30 kg for business class and 20 kg for economy class. Passengers with baby tickets have no free baggage allowance.
J. carry-on items
Passengers with first-class air tickets can carry two items with them; Passengers with business class or economy class tickets can only carry one item with them. The volume of each of the above two items shall not exceed 20cm×40 cm×55 cm, and the total weight shall not exceed 5kg. If the number, weight or volume exceeds the prescribed limit, it shall be checked as checked baggage according to the regulations.
K. Items not allowed in checked baggage
Passengers are not allowed to carry important documents, materials, diplomatic credits, securities, currency, bills of exchange, valuables, fragile and perishable goods and other items that need special custody. The carrier shall be liable for the loss or damage of the above-mentioned articles carried in the checked baggage according to the ordinary checked baggage.
Length baggage compensation
The carrier shall be liable for the damage or loss of the breast milk. The compensation limit shall not exceed 50 yuan per kilogram. If the value per kilogram of luggage is lower than that of 50 yuan, compensation shall be made according to the actual value.
Meter (short for meter)) declared value of luggage
When the value per kilogram of checked baggage exceeds RMB 50 yuan, the baggage can be declared, and the carrier will charge an additional fee for the declared value, which cannot exceed the actual value of the baggage itself. The maximum declared value of each passenger's luggage is RMB 8000. If the luggage is lost, the carrier shall compensate according to the declared value.
Carrier's liability
The carrier's maximum compensation for bodily injury to each passenger is RMB 70,000.
(2) International air transport
A. reconfirmation of seats
Passengers who have reserved seats for continuing or returning international or regional flights and stay at the boarding gate for more than 72 hours should reconfirm their seats at the latest 72 hours before the flight takes off, otherwise the reserved seats will be automatically cancelled. If the stop time at the transit or return destination is less than 72 hours, there is no need to apply for seat confirmation.
B. Passenger tickets
Passenger ticket (including baggage ticket) is the transport certificate between the carrier and the passenger, and it is also the certificate for the passenger to take the opportunity to hand over the baggage. Tickets are only for passengers with the names listed on the ticket face, and the transferred or altered tickets are invalid. This ticket is valid for one year.
C. Children's tickets
/kloc-Children under 0/2 years old pay 50% or 67% of the full adult fare. Babies under 2 years old pay adult full fare 10%, not just occupying a seat.
D. Refund
If the passenger fails to travel according to the voyage specified in the ticket due to the reasons of the carrier and the passenger himself, the passenger may apply for a refund in accordance with the regulations. Refund is limited to the original place of purchase or the place agreed by the airline.
E. Free baggage weight allowance
On international routes, according to the passenger fare level, the amount of luggage checked for free by each full or half-price passenger is: 40 kg for first class, 30 kg for business class and 20 kg for economy class; Babies who pay adult fare 10% have no free baggage allowance.
F. Articles that are not allowed to be transported as luggage
Passengers are not allowed to carry inflammable, explosive, corrosive, toxic, radioactive, polymerizable, magnetic and other dangerous goods in their checked baggage and carry-on baggage. Passengers are not allowed to carry articles prohibited from leaving, entering or transiting People's Republic of China (PRC) by laws, government decrees and regulations, and other articles that restrict transportation. Passengers are not allowed to carry weapons or sharp weapons or murder weapons with them. The checked baggage shall not contain valuables such as money, jewelry, gold and silver products, tickets and securities.
2. Railway passenger transport knowledge
(1) ticket
The ticket is a voucher for passengers to take the bus, and it is also a voucher for passengers to join the compulsory insurance for railway accidental injuries. There are two kinds of tickets:
Ticket: including soft seat and hard seat.
Additional tickets: including express tickets (express train, general speed), berth tickets (advanced soft berth, soft berth, private room hard berth and hard berth) and air-conditioned tickets.
(2) Children's tickets
Children whose height is 1. 1 m- 1.4 m should buy half-price tickets, acceleration tickets and corresponding air-conditioned tickets (referred to as children's tickets) together with adults. Each adult passenger can carry a child with a height less than 1. 1 m for free. If there is more than one child, you should buy a child ticket for the excess.
Children whose height is less than 1. 1 m should buy full-price berth tickets and half-price air-conditioned tickets when there is air conditioning.
(3) Platform tickets
People who meet passengers at the station should buy platform tickets. The platform ticket is used on the same day and is valid once. Children who are less than 1. 1 m when accompanying adults to the station and children who are allowed to enter the station under special circumstances do not need to buy platform tickets. When there is no platform ticket to enter the station without the consent of the station, the platform ticket will be charged twice.
(4) Handling of lost tickets
Passengers who lost their tickets before boarding should buy them again. If a ticket is lost in the train, it shall be reissued from the station where the lost ticket is found (if the lost station cannot be informed, it shall be from the train departure station), and a handling fee shall be charged.
(5) Handling of non-compliance with riding conditions
For the following passengers who do not meet the ride conditions, 50% of the fare shall be charged in addition to the supplementary ticket and handling fee as required:
Passengers who travel without a ticket or with an invalid ticket should collect the ticket from the bus stop (from the train departure station when uncertain) to the stop.
When taking a bus with a forged or altered ticket, it shall be handled without a ticket and sent to the public security department for handling.
If you get on the bus with a platform ticket and don't declare it after driving for 20 minutes, it will be treated as no ticket.
When you take a sleeper or seat on a high-end train with a low-grade ticket, you will be charged the fare difference of the section you are riding.
When a passenger uses a half-price ticket without a price reduction certificate or does not meet the price reduction conditions, the difference between the full-price ticket and the half-price ticket shall be filled.
(6) Handling of the scope and outside of passengers' belongings.
Passengers are responsible for their belongings. The weight and volume of each person's free articles are (unless otherwise specified in special chapters): children (including free children) 10 kg, 35 kg for diplomats and 20 kg for other passengers. The length and volume of personal belongings should be suitable to be placed on the luggage rack or under the seat, so as not to hinder other passengers from riding and passing. The overall dimensions (the sum of length, width and height) of the articles to be carried shall not exceed160cm; The length of rod-shaped articles shall not exceed 200 cm; The weight shall not exceed 20 kilograms.
All dangerous goods (such as detonators, explosives, firecrackers, gasoline, kerosene, calcium carbide, liquefied gas and other explosive, flammable, spontaneous, lethal and highly toxic goods), articles restricted by the state, articles that hinder public health, animals and articles that damage and pollute vehicles (such as chickens, ducks, geese, dogs, pigs, monkeys, cats and snakes) cannot be brought into the car. However, under the condition of ensuring safety and hygiene, you can carry the following items:
20 small boxes of safety matches and 5 gas lighters.
Nail polish, polishing agent and hair dye not exceeding 20ml. Do not exceed 100 ml of alcohol and cold perm solution. No more than 600 ml of mousse, hair gel, sanitary insecticide, air freshener.
Guns and bullets worn by soldiers, armed police, militia, public security personnel and hunters with gun certificates stipulated by laws and regulations.
20 newborn chicks.
For articles exceeding the free weight, the overweight part shall be paid by four types of parcels.
(7) Insurance transportation
Luggage and parcels checked by passengers or shippers are divided into insured transportation and non-insured transportation. Passengers or shippers choose the mode of transportation and indicate it on the waybill. When transported at insured price, it can be priced by piece or by the total number of pieces in a batch. When processing by batch, it is not allowed to cover only a part.
The carrier has the right to check whether the declared price is in line with the actual price when carrying the luggage and parcels insured for transportation. If the inspection is refused, the carrier may refuse to transport the goods at the insured price. Luggage and parcels handled by insurance transportation shall be handled by insurance transportation.
The insured fee will not be refunded when the luggage and parcels insured for transportation are changed. When the consignment is cancelled due to the carrier's responsibility, all insurance fees will be refunded.
3. Water passenger transport knowledge
(1) China's waterway transportation can be divided into coastal shipping and inland shipping.
(2) Most foreign tourists travel on luxury cruise ships in China.
(3) The cabins of large passenger ships are generally divided into five classes: first class (soft sleeper, l-2 people), second class (soft sleeper, 2-4 people), third class (hard sleeper, 4-8 people), fourth class (hard sleeper, 8-24 people), fifth class (hard sleeper) and scattered seats (hard sleeper) ).
(4) Boat tickets
Tickets are divided into ordinary tickets and expedited tickets, adult tickets, children tickets (1.1-1.3m children) and disabled soldiers discount tickets.
Passengers who have lost their tickets before boarding the ship should purchase tickets separately. If the passenger loses his ticket after boarding the ship, if he can provide sufficient proof, there is no need to make up the ticket after confirmation. Unable to prove, according to the relevant provisions.
(5) luggage
On coastal and Yangtze river passenger ships, full-price passengers can carry 30 kilograms of free luggage, half-price tickets and free children 15 kilograms; The volume of each piece of luggage shall not exceed 0.2 cubic meters, the length shall not exceed 1.5 meters, and the weight shall not exceed 30 kilograms. On other inland passenger ships, the free baggage is 20kg and 10kg respectively.
(6) Articles prohibited from being carried and checked.
The following articles are not allowed to be carried on board: articles restricted by laws and regulations, articles with foul smell, articles that can damage and pollute the ship and hinder other passengers, explosives, inflammables, spontaneous combustion, corrosive articles, toxic articles, destructive articles and radioactive substances.
(B) monetary knowledge
1. foreign exchange
Foreign exchange refers to the means of payment expressed in foreign currency that can be used for international settlement, including foreign currency (banknotes, coins, etc. ), foreign currency securities (government bonds, government bonds, corporate bonds, stocks, coupons, etc. ) and foreign currency payment vouchers (bills, bank deposit vouchers, postal savings vouchers, etc.). ) and other foreign exchange funds.
China implements the policy of centralized management and unified management of foreign exchange by the state. In China, it is forbidden to circulate, use and pledge foreign exchange, to buy and sell foreign exchange privately, to arbitrage, speculate and evade foreign exchange in any form.
There is no limit on the amount of foreign currency and bills that foreign tourists can bring into China, but they must declare truthfully when entering the country. In China, foreign tourists can exchange foreign currency into RMB at the Bank of China and various exchange points, but they should keep the foreign exchange certificates (commonly known as water bills, valid for half a year) issued by the banks. When leaving the country, if the RMB is not used up, you can exchange it for foreign currency with the memo. Finally, the customs can carry the unused foreign currency and tickets out of the country after verifying the customs declaration form.
At present, in China, cash from 18 countries and regions can be converted into RMB: Australian dollar, Austrian schilling, Belgian franc, Canadian dollar, Danish krone, Italian lira, German mark, French franc, Japanese yen, Malaysian dollar, Dutch guilder, Norwegian krone, Singapore dollar, Swedish kronor, Swiss franc, British pound, US dollar and Hong Kong dollar.
Thai strains and Philippine pesos can be exchanged in individual China banks in the hometown of overseas Chinese, and Taiwan dollars brought by Taiwan Province compatriots can be exchanged into RMB through China banks.
2. Traveler's checks
Traveler's check is a fixed bill issued by a bank or traveler's check company for the convenience of tourists to deposit a certain amount, and there is no designated payer and payment place. After buying traveler's checks, tourists can take them with them, and it is safer and more convenient to withdraw money from the branches or agencies of banks or travel agencies agreed in advance with the tickets than to travel with cash.
When buying traveler's checks, tourists should sign on the spot as a reserved seal; When withdrawing money, you must sign the check in front of the payer; The payer will check whether the two signatures are correct before payment to prevent forgery.
Bank of China charges 7.5 ‰ interest for cashing traveler's checks.
3. Credit card
Credit card refers to the credit certificate issued by a bank or credit card company to customers to withdraw cash, buy goods or pay labor costs at designated places. In fact, it is a kind of consumer credit with installment payment. The credit card is printed with the cardholder's name, cardholder account number, credit purchase limit, signature validity period and anti-counterfeiting mark.
In order to avoid risks, card issuers generally stipulate that the service life of their issued credit cards is 1-3 years, and stipulate the maximum amount of one-time cash withdrawal or consumption.
At present, China accepts seven kinds of foreign credit cards: MasterCard, Visa, American Express, Diner's Card, JCB Card, Million Card and Developed Card.
(3) Insurance knowledge
Insurance is a risk transfer mechanism, that is, individuals or enterprises transfer some uncertain accidents to others through insurance. The loss can be transferred to the insurance company at the expense of paying the known insurance premium.
In order to protect the legitimate rights and interests of tourists and promote the healthy development of tourism, the National Tourism Administration issued the Provisions on Travel Agency Liability Insurance on May 1. This Regulation shall come into force on September 1 day, 2006.
According to the Provisions on Insurance of Travel Agency Liability Insurance, travel agencies engaged in tourism business activities must take out travel agency liability insurance. The so-called travel agency liability insurance means that the travel agency pays the insurance premium to the insurance company according to the insurance contract, and the insurance company is liable for the personal and property damage caused by the travel agency in its tourism business activities.
1. Basic contents of Travel Agency Liability Insurance Travel Agency Insurance Clauses:
(1) Insurance coverage of travel agency liability insurance.
According to the Provisions of Travel Agency Liability Insurance on Travel Agency Insurance, a travel agency shall take out travel agency liability insurance for the following responsibilities it undertakes according to law:
A. responsibility for personal injury and death of tourists;
B. tourists' liability for compensation for transportation and medical expenses incurred by treatment;
C responsibility for dealing with the death of tourists and the cost of repatriating their remains;
D. Necessary rescue expenses of tourists, including reasonable transportation and accommodation expenses for necessary close relatives' visits, repatriation expenses for accompanying minors, transportation and accommodation expenses for travel agency personnel and medical staff, reasonable expenses for travel delay, etc. ;
E. Liability for compensation caused by lost, damaged or stolen luggage of tourists;
F. Litigation expenses caused by travel agency liability disputes;
G. Other liabilities agreed by travel agencies and insurance companies.
In any of the following circumstances, the travel agency shall not be liable for compensation:
A. Tourists participating in tourism activities organized by travel agencies shall ensure that their bodies can complete the tourism activities; The travel agency is not responsible for all kinds of losses or damages caused by tourists' own diseases during their travel.
B. Tourists participating in tourism activities organized by travel agencies should obey the arrangement of tour guides or tour leaders, pay attention to protecting the safety of themselves and accompanying minors during the trip, and take good care of their luggage and articles; Travel agencies are not responsible for personal injuries and property losses caused by tourists' personal faults, as well as various expenses arising therefrom.
C. The travel agency shall not be liable for personal and property damage caused by tourists who terminate the travel itinerary arranged by the travel agency or fail to participate in the activities agreed by both parties during their own activities.
(2) insurance period and insurance amount
A. the insurance period is one year.
B the insurance amount of travel agency liability insurance shall not be lower than the following standards:
The limit of liability compensation for domestic tourists is 80,000 yuan, that for inbound tourists and outbound tourists is 654.38 yuan+600,000 yuan, that for domestic travel agencies is 2 million yuan per accident, and that for international travel agencies is 4 million yuan per year.
(3) Insurance and claims
A. insurance
When a travel agency applies for travel agency liability insurance, it must apply to an insurance company operating liability insurance in China, sign a written contract with the insurance company and take the form of annual insurance.
B. Requirements
The limitation of claim is two years (from the date when he knows that the insured accident happened).
When an accident occurs within the scope of insurance liability during the insurance period, the travel agency shall promptly obtain valid certificates from the public security, medical and underwriting insurance companies or their branches in the place where the accident occurred, and handle compensation matters with the underwriting insurance companies.
(4) Legal liability
A. If a travel agency violates these regulations and fails to apply for travel agency liability insurance, the tourism administrative department shall order it to make corrections within a time limit; Illegal income, confiscate the illegal income; If it fails to make corrections within the time limit, it shall be ordered to suspend business for rectification 15 to 30, and may be fined between 5,000 yuan and 20,000 yuan; If the circumstances are serious, the business license of the travel agency may be revoked.
B. If the liability scope of travel agency liability insurance insured by travel agencies is less than the requirements of the Regulations, or the insurance amount is lower than the basic standards of the Regulations, the tourism administrative department shall order it to make corrections within a time limit and give a warning; If no correction is made within the time limit, a fine ranging from 5000 yuan to 65438 yuan+0,000 yuan shall be imposed.
C. If a travel agency violates these regulations and refuses to accept the management, supervision and inspection of the tourism administrative department, the tourism administrative department shall order it to make corrections within a time limit and give a warning; If it fails to make corrections within the time limit, it shall be ordered to suspend business for rectification for 3 days to 15 days, and may be fined more than 3000 yuan 10000 yuan.