《民航客舱服务英语》由16个单元组成，按照乘务人员的工作流程编写，主要涉及的工作环节包括：登机旅客导引、登机行李安放、起飞前安全检查、航班延误与取消、餐饮服务、机上娱乐服务、免税品销售、颠簸应对、医疗救助与急救、转航和紧急降落、与乘客沟通、中转服务、着陆前服务、着陆后服务，同时，为了满足在校航服专业学生的应试需求，在Unit16增加了“英语面试技巧及常问问题”。每单元包含的主要模块为：热身问题、客舱广播词、客舱服务英语、实用句型、补充阅读。这些模块取材于各航空公司客舱岗位英语，针对性强，同时通过对模块配备语音模拟朗读，便于学生的跟读学习以及课堂教学的听说训练练习。

Unit 1 Boarding and Reception（I） Passenger Arrangement 登记与接待（I）乘客安排
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 2 Boarding and Reception（II ）Baggage Arrangement 登记与接待（II）行李安排
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 3 Safety Check 安全检查
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 4 Flight Delayed and Cancelled 航班延误与取消
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 5 Drink and Meal Service （I） 餐饮服务
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 6 Drink and Meal Service （II） 餐饮服务
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 7 In-Flight Entertainment Service 机上娱乐服务
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 8 Duty-Free Sales 免税品销售
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 9 Turbulence 颠簸
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 10 Medical Assistance and First Aid 医疗救助与急救
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 11 Diversion And Emergency Landing 转航和紧急降落
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 12 Communication with passengers 与乘客沟通
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 13 Transfer Service 中转服务
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 14 Before Landing 着陆前
I． Warm-up Questions
II． Cabin Announcements
III． Cabin service English
IV． Sentence patterns
V． Supplementary Reading
Unit 15 After Landing 着陆后
I． Warm-up Questions
II． Cabin Announcements
III． Cabin Service English
IV． Sentence Patterns
V． Supplementary Reading
Unit 16 English Interview Skills and Frequently Asked Questions英语面试技巧及常问问题
I． Warm-up Questions
II． Reading Comprehension
III． Frequently Asked questions and Suggested Answer
Appendix Key to the Listening Exercises
Reference