Welcome! = English for the travel and Ag ae Pie tourism industry as late me mat e — tae = my FS... (aie wee Bh EAs os A 4 2 . 3B ae Sage) Bia “Si ee Leo Jones ———— || Peas | il AMS) i CAMBRIDGE rowaa suse staPUBLISHED BY THE PRESS SYRDICATE OF THE UNIVERSITY OF CAMBRIDGE The Pitt Bung, TrmmpinglonSiret, Cambridge, United Kingdom GAMBRIOGE GHIvERSITY PRESS ‘The Edaburgh Bulking, Cambridge CE2 2R, Uk 40 West 20th Steet, New York, NY 10011-4221, USA 10 Stanfors Road, Gakeigh, VIC 3166, Australis Ruiz ee Alarcos 13, 28014 Mack, Spain ook House, The Waterfront, Cape Town 8002, South Arica Intp:/Armacamordge org (© Cambridge University Press 1938 ‘THis book is in copyight. Subject o statutory exception and tothe provisions of relevant colectve icensing agreements, ‘0 reproduction of any part rey take place without ‘he writen permission of Caadge Unwersy Press First published 1998 Fin printing 2001, Printed inthe Unted Kingdom atthe University Press, Cembrice {SBN 0.521 47900 2 Students Book ISBN 0.521 47901 © Teacher's Book ISBN 0.521 47902 9 Cassote Set ISBN 0.521 62961 7 Audio CD SetContents 1, Workingin travel and tourism 8 14. Taking messages Renn 15, Goodmorning! 16 Eolaining dishes fa 18 Drinks, snacks and desserts 19. Eating hat 20 oy 21. Respondingtoenquites 22. Confirming reservations 23. Avoiding mistakes 24. We arovery sony igig S38peel me rol 32 angie 33. Eolainngthe bill ee 35 Toand from the airport 36. Local knowledge 39. Motoring - _ AO. The bestwayiogtthere gous AL. Isthere anything! can do? 42. Dealing wth complaints H 43, Bete sate than sony “a 4 te 8 38. Carrental a 4 86 45. Seeing the 6 47 Sun, seaand sand? _ 48 fistoy and oko 49 50 The future of tourismOTL atatL a ACOSO 8228) C2 Working in travel and tourism Work in pairs Discuss these questions: ‘ What do you think are the jobs of the people in the phatos? aid what? Write the You'lt hear the people in the 2. Uston again and decide if these statements are true (¥/) or false (X). Yo photos describing their work. donot need to understand every word the people say, only the main pon Listen and find out you guessed thoy make, right about who said what. " . ae Write their jobs beside their Jane lies not knowing what she'l be doing naxt week. L ‘names under the photos. Her main responsibilty is serving food and drink, 1 2 3 Lisa does the same work whichever shift she's working. 4, She often gots te duty manager to lp people who Have complaints 5 Janine doesn't sol package tours, ony fights. 8 She doesn toften hear from her customers after ther holiday. 7 Fiona depends on tps to supplement her basic pay. 8 She enjoys mestng hr eolleagues after work, cooconmcnher DIPFEREXT Kins OF PEOPLEa ts bons Ls Wits Ls (1 Work in pairs Look atthe advertisement and discuss these questions: ‘© What does @ local rep have to do? © What ae thee things you might enjoy about the work? What are three things you would not enjoy about the work? HOLIDAYS (© being on call 24 hours a day to deal with emergencies Please apply in writing, enctosing ‘Mice Watton, Urpin Holidays, Utopia House, Skyway rive, Cawley, R24 Join another pait Compare your ideas. Writing ‘Write about 50 words about the work you do (or will do}. Begin like this: tn job t have te... i as 1H probably fe LOCAL RESORT REPRESENTATIVES UUipia Utopia Holidays are ooking for repnesentatioes in your region ‘The reps’ duties will include: # inceting clients atthe airport and escorting them to their hotels ‘@ holding welcome parties for each group on the day after their arrival 6 organising and escorting coach excursions to local places of interest answering clients’ questions and dealing with their problems # assisting clients who cannot speak the local language ‘© escorting clients from their hotel holiday DIFFEREVT KINDS OF PEOPLE Isto the airport at the end of their your C¥, to —r Ifyou give clients the impression ‘that youenjoy your work ~ and. enjoy dealing with them—it will sale it much easier for clients to feel comfortable with you. And it will make iteasier for you to establish a good relationship with them. Ifyou look bored or uninterested, your clients may star feeling the same. Ifyou smile, other ‘people will smile back!ny (1 @ Different kinds of people Being friendly and helpful Work in groups Find out about the last time your partners went toa restaurant, a café and a shop. Discuss these questions: ‘© How helpful and friendly were the staff? ‘© What did the statf do to make you feel welcome? What did they say to you? © ‘Would you recommend each place toa friend? Why/Why nat? You'll hear three conversations. Listen and decide which of the people in the photos sounds unfriendly and unhelpful. a 6 8° ¢ a Listen again. Match the problems 13 and the places a-c to the conversations. 1 Theclient is nervous. a atarecention desk 2 The guest hasn't had her order taken. b atacheck-in desk 3. The reservation hasn't been made. c inarestaurant Problem Place Conversation 1 7 - Conversation 2 ~ Conversation 3 i — Work in pairs Cross out the phrases that might sound unfriendly or impolite. Coutd you tell me your name please? -Whe-ereyou?- What do you want? ‘May |help you? tsa pleasure. sno trouble. Certainty Obviously. Do you want something? Isthere anything can do for you? Pronunciation Workin pairs Liston to three mode! dialogues. Then practise them, taking iin turns to play the roles of the Cuewr and a friendly helpful MEMBER OF STAFF. Good evening. Good morning. Good afternoon. = Good evening, sir.Canthelpyou? — Good morning, sit.Can help you? — Good afternoon, madam, Yes, I'd like to send a fax, please. Yes, I'd tike some information, How may I help you? = Certainly, sir, would you like It please. (1d like to book a table for this sent right away? = Certainly, sit. evening, please. = Certainly, madam, what tin, would you like itor? DIFFERENT INOS OF PEOPLED1 2 Work in pairs This document is a reminder to staff at a major hotel. Which are the three most important pieces of advice, do you think? SPEAK 10 PEOPLE: there is nothing as nice as a cheerful word of greeting. SMILE TO PEOPLE: it takes seventy-two muscles to frown, only fourteen to smile. CALL PEOPLE BY NAME: the sweetest music to anyone's ears is the sound of their own name. Br FRIENDLY: you can make friends by being friendly. BE INTERESTED IN PEOPLE: you can like everyone ifyou try. CONSIDER THE FEELINGS OF OTHERS: it will be appreciated. Join another pair Compare your ideas for D1. Then look at the answers to the * ‘questions below. Number the statements in order of importance (1-4) and Ifyou give “e _ eee = explain why. Then add another answer for each question, taeeneee welcoming smileand aftiendly © Wy do you enioy dealing with peop wetaeadreieanls ad {ike meeting new peopte. af a daeg ey ay een Vecelonr eerie Rives eit ter Soe fal rec. wordad I find it challenging. or cross. Every person you meet is different. Remember: You never get a second chance to make a first impression! © What do you find most difficult about dealing with clients? it'shard to be friendly and helpful all the time. || People aren't always appreciative. Some people are difficult, c People get impatient when they have to wait. | ‘DIFFERENT KINDS OF PEOPLE uDifferent kinds of people When in Rome... Ai Read this description of how westerners should behave at a Japanese ryokan (traditional inn). Match the pictures A-F to the paragraphs 1-8. GETTING ACQUAINTED WITH THE JAPANESE STYLE Guests have to remove their shoes at the entrance of any Japanese-style accommodation. Slippers are wom inside, ‘except on the falami matting, so bring thick socks if the ‘weather is cold. Seating in the room is on cushions called zabuton ‘arranged around the jow table. In the winter season, there may be a blanket around the table. You slip your feet under the blanket for the warmth ot a kotatsu electrical healing unit. ‘The futon bedding is laid out on the floor. It ordinarily consists of a mattress, sheets, a thick cover, end extra blankets if needed. A thin yukata robe is provided. In cold ‘weather itis supplemented by a tanzen gown wom over it. Tho toilet is usually Japanese-style, You don't sit on it but 4 squat over it, facing the hooded end. Special slippers are usually provided for uso only inthe toilet cubicle. Before going into the communal bath, you undress in an 5 anteroom, placing your robe and underclothing in a basket or shelt compartment. The int gives you a hancttowel to drape cover your midriff in the bathroom and this towel is also used forscrubbing and di sel. Telako abath, Beta on aon scalin font ola pirat 6 hot/cold water faucets. Fill a bath pan with water, and pour it ‘over your body to get soaking wet all over. If there are no faucets, use a bath pan to scoop water from the bath. If there isa shower, use this while seated on the stool, never standing up. Soap and rinse off thoroughly. Only then do you get into, the bath for a good soak. 2. What do you think are the three ‘most surprising or strange things for someone who has never visited Japan? Highlight them or note them down, 3. Join a partner Compare your ideas. Then discuss these questions: ‘© What do you think are the two most important things for a western visitor to remember in Japanese-style accommodation? ‘© What would you enjoy most about spending a night ata syokan? What would you nat enjay? ‘© Where do you recommend that a visitor to your country shoul stay to get the best impression of everyday lie there? ‘© What do you recommend toa first-time visitor to your country? Make @ list of Dos and pow'ts, DIFFERENT KINDS oF PEOPLEBy Workin pairs Discuss each of these questions. Then tick () what you think is ‘the best answer to each question. @6When in Rome, do as the Romans do 1 Aman with a beard, 3) Mr Manuel Fernandez Garcia doesn’t reply. { wearing dirty jeans when you say “Good morning, Mr Garcia” to and carrying a him, This is probably because . | rucksack comes @ hedidn'thear you. | pe the Soa Be b you didn't look at him when you spoke. "| where renee: he’s rudely ignoring ne you've called him by the wrong name. __| 4 AGerman is talking to a Brazilian. The | . G German keeps taking a step backwards each a Ask him what he wants. (_) | time the Brazilian steps forward. This is » Ignore him. [7] probably because ... ¢ Askhim politely leave.) ‘© the Brazilian wants to be too friendly. | 4 Treat him like any other guest. |] bb they're both trying to be friendly. (_ Secs Naa tevrresh nica ENGL TEP ¢ the German is being unftiendly. [ | ‘well, When ahe arrives do you... 4 they don't like each other, fa shake her hand? [ 5 Youare talking to a visitor from Britain. Which bb smile and say Hello? of these questions do you ask him or her? kissher onthe cheek? [" a How old are you? 4 say Good evening and bow? |_| 'b How much do you earn? | © Are youmarried? |) What part of Britain do you come from? |] 2. Join another pair Compare your answers. Can you think of any more examples —— of misunderstandings that might arise when dealing with people from other Just because a person comes from country particular country, don’tassume they'll behave Tike a ‘typical’ person from that country —whatever you imagine that to be! Treat each person as an individval, Unless you know a foreign client really well, don’t treat them too informally as they might think you're being over-familiar or even insincere. Different nationalities have different customs when ‘comes to formality and informality DIFFERENT KNDs oF PeorLe @AL nN @ Different kinds of people Dealing with enquiries You'll hear three short conversations in which clients are asking for information. The first time you listen, tick (”) the boxes to show the right answers, The second time you li Ithe blanks in the sentences. ‘La The first guest wants to know about aroom for himself. —) a roomfor someone else. © 1b Heis told that Room istree 2a The second guest wants to know how longit takes to gett the airport. bybus. 7 bytax, | 2b Sheis told that she has to checkin at least minutes before her flight ‘3a_ The third guest wants to know what time breakfast service begins. | breakfast service finishes. 3b Hes tld that breakfast is served from .. 10 n n weekdays 1 FO ne nnn at Weekend, Listen again and tick (/) the boxes to stiow which phrases in the speech balloons are used by the receptionist. Work in pairs When would you say the phrases inthe first balloon? When would you say the ones inthe second balloon? DIFFERENT Kins OF PEOPLEsee tbesteeeeeee By Workin pairs Complete this dialogue with suitable words. You may be able to use some of the phrases in the speech balloons opposite. Recerriomst; Seed.ettecwen. ir Miwon, lew sige ty avers cpr Guest: Thank you, it's vey nce tobe here again. How are you? RECEPTIONIST: eae = vs Guest: Good. Now, | asked for my usual room when | made the booking. Is it avaiable? RECERTIONIST? cnrecenntaasnnenctameiraeenis = Guest: h, well, nevermind. Room 101 does overlaok the garden too, doesn'tit? RECEPTIONIST: . on Guest: Oh, until Friday | expect. Bu st allright let you know for sure tomorow morning? RECEPTIONIST: .. svn ns os Guest: Good. Thanks very much. Don't wory about a porter. I've only got this small overnight bag. RECEPTIONIST: 2 Pronunciation ee Listen to the model version af the dialogue. Then practise it taking inturns to n,n ReQPNC es} welcm a play the roles ofthe Receprionist and the Guest. Make sure you sound as friendly sing their names instead of and helpful as possible. addressing them impersonally as iorar as, oe ester ‘wublerets. ics cee i Role play tte Make sue they knew your nar [Boma ble thors Halse Workin groups of three (or fur) One otyou should look at Actvty on page remember their names wen yoo 108, one at Activity 17 on page 116 and the other(s) at Activity 33 on page 124 ‘meet them agi This activity consists of six short role plays. in each roleplay there aretworoles: n\n giana crete, Guest or MemBER oF STAFF. There is also an OssERVER, who listens to the role play contact shows thatyou'xe and then gives the others feedback on how polite and friendly they sounded. interested in them. Try to treat every client in the same way that you'd like to be treated yourself — oreven h DIFFERENT KINDS OF PEOPLEBi CEO Re) NCH CHAM ENSM ODL Vell ITNT Work in groups Look atthe photos and discuss these questions: ‘© Which of the modes of transport have you used? ‘© Which is your favourite? Why? ‘© Whict is/would be the worst, as far as you're concerned? Why? Grammar can/can‘, have to and should/shoutdn't Decide which of the activities in this list are allowed or not allowed, and which are encouraged or discouraged on a... plane ship train long-distance bus or coach smoking drinking aleohol standing up during the journey opening the window wearing seatbelt showing your ticket tothe conductor traveling without ticket singing songs annoying the other passengers setting drunk talking tothe driver remaining seated during the journey On 6 ship yow can stoke bet you can’t trwvel without a ticket. On « long-distance. bvs you can't... ond you have to On 6 tritn you should. . bvt you should’? Work in pairs Write six sentences about the four modes of transport, using can, can't, have to, should or shaulda't. Join another pair Compare your sentences. INTERNATIONAL TRAVELC Dt What should you do if you're afraid of flying? Read the article and puta tick () beside the things that are recommended and across (X) beside the things you should not do. 1 Tynottobetrightened. [| 2 Don't doyour packing at the last moment. 3. Got plenty of sleep the night before you travel 4 Don't get to the airport too eariy Oo 5 The same person should be in charge of documents and children, [ & Check in for your fight as ‘soon as you can, oO 7 Trytogeta seat at the back ofthe plane, 8 Don'teat anything before youboard the plane. | 9 Don'tdrink too much alcohol 10 Have. couple of sti drinks to help you relax, 11 Breathe deeply to help yourself to relax. J 12. Walkup and down the aisle to get some exercise, ~ - Work in pairs Imagine that a client says this to you: I've never flown before. I'm afratd of flying because | know it's dangerous. Note down five things you could say tothe person to reassure them, What to do if... you're scared of flying | FEAR of flying comes in many | Many people feel ill before the flight forms Aesoding 0 Douglas Ora | and dont ea wich a ates pilot who runs courses for soffercis, | things worse on the plan, Ensure bout two-thirds are claustrophobic, | you have a light shack before wou while 99 per cent say they are | leave. And go easy on the alcahok It seuiied of turbulence. “Maybe it's | does nothing. for. velaation and an English thing,” he says, “but many | causes dehydration. The reduced ar people's biggest worry is that they'l | pressure of the ein eam also stake lose their self-control and mun down | Joa fel wick the aisle screaming: Tm going 10 |” Once you ate on the plane, take tis et me off long. deep and slow breaths fom But there is nothing wrong with | the stomach, 36° well at tnying being afraid of fying, according | muscle-elaing exctdaes, Start eit to pychologis. “Flying isn't part | your foes and work up t your fare, ur natural repertoire of | tightening each group of muscles far experiences," saya Keith Stoll, a | 10 seconds and then relaxing theme clnieal psschologit. “It’s no wonder | Captain Ord. and Dt Stoll ran thot up to 3 per cent of us are | cours for Aviators on behalf ot raid. Tes “more suprising how | British Airway, which culminate ing many people aren't fra 4S-mimute jet fight (E199 at Getting succesfully airborne is | Heathrow; £129 a1 Manchester, fot about suppressing fear There JAMES BEDDING are plenty of techniques to make Aving tess stressful, says Captain | Ord. Minimising the stress before travelling — much of which has aothing to do with Mying — helps ‘Always leave plenty of time the day before to pack and get a good night's Sleep. Aim to arrive atthe airport | well before the earliest time you think you need to be there. Divide duties clears, so someone is responsible for the passports and tickets, someone forthe children Checking in early improves. the chance of having a sty in where you __ sit; generally, there is less turbulence in the front of the areal. Leave | plenty of time fo rela inthe lounge. 2. Join another pair Compare your notes. What is the best way of reassuring someone who is afraid of flying? INTERNATIONAL TRAVEL, ®International travel Asking questions Ay. Martin pars Hore are some questions that might be asked ata travel agent's. Match the replies a-h tothe client’s ‘questions 1-8. 1 Dot have to change planes anywhere? @ Is that economy class or business class? 2 Can! get an APEX ticket? ‘b No, it’s a direct flight, 3 Isit best to fly from Paris to lyon? © No, it'sa non-stop flight. 4 I'm booked on a flight to New York tomorrow, Hie Pea boveea copnos units reer phere « teres 6 Does the flight stop anywhere en route? you like me to cancel your reservation? 9 Yes, but only if you stay over Saturday night. 7, Does the train go all the way to Venice? Is that all right? 8 How much is a round trip ticket to Tokyo? ‘h Your check-in time ts 05.30 and your departure time is 06.30. Do you want ‘me to book youa taxi? 2 You'll hear eight short dialogues. Listen and decide which of the @ people (including the clients) did not speak politely. Bi Grammar On the right are the responses to some questions. What were the questions? Fill the blanks. Question Response i — It leaves at 7.48. checkin? ‘have tobe there 90 minutes before _... iM your party? ‘There are four of us including myself. ‘your full name? John Albert Smith. wummenoomell I'd like a double room with balcony. afl ibe leaving on Monday morning ? \'m going to pay by Visa. | 'd like a call at 7am please. 2 Pronunciation 3 Role play Work in pairs Listen to the model Work in pairs Imagine that one of How long & questions. Then practise the you is a Visitor from another eat svia bia ‘questions and answers, takingit in ‘country and the other is asking fobectitistleeiedeayt turns to play the roles ofthe Cuewr about the visitor's country. Find eee bal wianel eee ‘and the TRAVEL AGENT. Make sure ‘out more about it, using the Who..? Why...? you sound as polite as possible, ‘question words in the speech What... for? balloon. Then change roles. [TERNATIONAL TRAVELC Di Could you tell me ...? questions often sound more polite than direct questions, especially ifthe question is personal, dificult or annoying, Look at these examples and notice the word order in each question. Then do exercise 2 below. Direct Questions Could you tell me ...? When are you leaving? Could you tell me when you're leaving? How long are you going tostay? Could you tell me how long you're going to stay? What Is your date of birth? Could you tell me what your date of birth is? What is your first name? Could you tell me what your first name is? Imagine that you're talking to a guest. Think of suitable Could you tell me questions to ask. 4 Mynameis difficult to spelt. 2 I'mleaving soon. 13 Sarrived in this country recently. 4 Igove my tickets to someone. 5 I'm leaving early next week. 6 I can’t find my room key. 7, My suit needs pressing. 8 [want to see the manager. Work in pairs Read this letter to guests ata hotel and discuss A special questionaire for our guesie these questions: questionnaire for our guests Dear «© Why are questionnaires useful for wanes nu hotels? ‘on what we can do to continuously © Why should guests bother to improve our hotel are very important to us. complete them? and oe Eu satisfy the needs of our customers expectations ‘Therefore it would be very much appreciated ifyou Role play Could take ate tie wo complete tus 2 Workin pairs One of you should ‘questionnaire, look at Activity 3 on page 109, the ‘Blaniopou foeatsonia idl ather at Activity 19 on page 117 -walidosieidak i you enjoyed your stay with us and will Play the roles of Guest and return soon. Menten oF star. Imagine that Yours sincerely, you're doing a guest survey, to find out more about the guest's reactions to your hotel. UVTERNATIONAL TRAVEL,@ Os Qo International travel Taking a bookin You'll hear a travel agent dealing with a client. Listen and note down the client’s requirements: on the form. © The travel agent forgot to ask ‘one thing, What was it? DDATE AND TIME OF OUNWARD FLIGHT [DATE AND TIME OF RETURN FLIGHT [NUMBER OF PASSENGERS TYPE ORGLASS OF FARE PREFERRED ALINE METHOD OF PAYMENT TELEPHONE NUMBER Work in pairs Complete this dialogue with appropriate questions. Then listen and ‘compare your questions with the model version. Teaver acewt: 204 moring, sr, How may (ele yor? CuieNT: Good morning, Can make an airline reservation, please? TRAVEL AGENT: cnn ~ ree! 3 CLIENT: From Athens to Istanbul. TRAVELAGENT: re a Curent: ''d ike to leave Athens on the 2nd of next month, returning on the 13th, TRAVEL AGENT: ee _ . natal Cuiew: Y'd ike to arrive in Istanbul by lunchtime, and be backiin Athens by dinnertime. TRAVEL AGENT: ou siren CLIENT: ‘There'll be three of us — two adults and one child. TRAVEL AGENT: nm cn * at Curent: She's eight years old TRAVEL AGENT: enon soem ncaa Lien: Economy class — the cheapest fares you can get, if possible! TRAVEL AGENT: screener nanan CLIENT: No, | don’t mind which aitine its. TRAVEL AGENT: Allright, lust check the computer to find out about availability INTERNATIONAL TRAVELRole play if i Work in pairs One of you should look at Activity 5 on page 110, the 7 other at Activity 20 on page 118. — You'l be playing the roles of Travel AGENT and Cue and filling out this reservation form fora | holiday inthe USA. This role play is in two parts. weer OF FIGHTS cere One bons oH i | TFOLIDAY | ADDRESS OF FIRST PERSON NAMED TO WHOM Se aa insurance | ALL CORRESPONDENCE WiLL BE ‘SENT SSNS YESINO . YESINO yEsNO eso ves TER pera | oom | sumer, | ROOM SUPPLEMENT OR EaTAS "i OF NIGHTS DATE TPE ‘OF ROOMS TIPORTANT Cents Enea Tosgore bei cavect shes day resent OTHER: ont (ET ee) SPECIAL REQUEST (HONEYMOONDIET et) ace [WTERNATIONAL TRAVELInternational travel ord > Brussels More Oe oe sm nian 32 S88 Tondon > Ash Wate arwcroo | 0658 at M027 aT aT Ade sor oes oot at Bar Tigo dea ase is 2120 2 | set mize ore > Asntord > London alert rae me ec $8 Gi fa 2a ha en oa Be we BO na Ko 19 BS OK Daly xcept HU) Hoatnow Tamia! HR) Heaton Torin? HE © Londen ty e SGN] awech Tama! fh 5) Sarses g 50 Bren kl 3 ue ruR h BA Bsn Ay e SN Sabwna ft oom g Brighton's 30 Anns by train Casbridge is 30 avin boy ftein 8 dros Gatwick or 1 hour {rons Stansted or 1 hour roan r {rons London Vietorie. London Liverpool Street or London King's Cross, Ay. Workin pairs Here are requests for information from four clients who want to ‘travel from Brussels to England. Decide together what advice to give to each client. = Me Bwante tagetto ~~ M"Cwants to get Cambridge’ we D wante-to get to her hotel at ieanmingagmia (pated | neectceche aeael— omanuemreneron cereal tendon atin — | naeisthavearwayeo — (aNlechen up tera dimer gt Wie Pst a VFO \ net there? appointment at Bpm, What-le {there and dogo ehe have time ko (act ther the best way to get:there? —_ )\ have dinner in Brusecls? weerrerceermeenrnd™ 2) Grammar it... Fill the blanks using these words: catch take leave depart from arrive at reach getto. 1 tMracatehee. the Eurostar train at 7.31, hell ge. fe... Waterloo at 9.43, a Brussels at 8.30 on the Sabena flight, -vminene Heathrow at 8.40, 3 TEYOU cose _. the British Airways flight at 10.35, a... cone Gatwick at 10.35 British time. 4 ifyou Brussels at 12.31 by train, ..... sme Watertoa at 14.43. 5 Ifyou . the last flight from Brussels, ...... peas Stansted at 21.00. 6 Ifyou Want tO aw . London before Sam, - ow plane. INTERNATIONAL TRAVEL," cits r ETL eT | Bi Look at the itinerary and check it for mistakes. (There are two mistakes in it.) VOYAGES GLILLIVER $.A. pen ans es ITINERARY (Centred European Tome” | FOR MR ALAN WATSON Cnuich Mean Time) NON 13NAR REPORT TO SABENA, ERUSSELS NATIONAL BY GO32 NONISMAR DEP BRUSSELSNATIONAL @532 SABENA sNépa NONISMER PRR LONDCHHERTHROM 2549 —_RESERUATIONIS CONFIRVED IN BUSINESS CLAS ‘CONFIRMED ROOM RESERVATION FROM 13-14 MAR AT SHERLOCK HOLMES HOTEL, LONDON TUE 14 MAR REPORT 70 GANTAS, LONDON HEATHROM TERMINAL 3 BY 1015 TUEI4MAR DEP LONDONHEATHRON = 1215 gaNTAS. oF aaa NEDISMAR ARR SYDNEY 2245 RESERVATION IS CONFIRNED IN BLSINESS CLASS. CONFIRMED ROOM RESERUATION FROM 15-21 MAR AT PLAZA HOTEL, SYDNEY TUE 2IMAR REPORT TO GANTAS, SYDNEY INTERNATIONAL TERMINAL BY 2045 TUEZINAR DEP SYDNEY 2215 GANTAS oF aot MED22NER ARR TOKO 8642 RESERUATIONIS COMFIFNED IN BUSINESS class CONFIRMED ROOM RESERUATION FROM 21-26 MARAT HILLTOP HOTEL, TOKYO | SUN 26N8R REPORT TO OLYMPIC AIRMVS, TOKYO NARITA TERMINL 2 By 21:90 SIN26"R DEP TOKVONARITA 23a CLYIC ona7a NON27NER ARR ATHENS 8805 RESERUATIONIS CONFIRMED IN BUSINESS CLASS MONZ7NER DEP ATHENS 8812 RESERVATIONS CONFIRMED IN BUSINESS CLASS TEZaHRR ARR oRUGSELS 133 | Listen to the travel agent as she explains the itinerary to her client. Find outif ‘the two mistakes are spotted by the client. Listen to the way the travel agent explains each step ofthe routs. This will help you to do the role play in 4 more easily. Which of Z OO 3 Qo: tephrass in te speech ballon does she use? 4 wi eet One of you should look at Activity 2.0n page 108, i ‘the other at Activity 18 on page 116. ‘You'll be playing the roles of TRAVEL AGENT and CLIENT. This role play is in two parts. &@) INTERNATIONAL TRAVEL