Unit 2 – Travel Inquiry

Unit 2

Travel Inquiry

Part One Warming Up

1. Look at the flight departure board. Then ask and answer the questions with
your partner.

Flight Destination Departure Time Gate Status

CX417 Hong Kong 5:20 42 Gate Closed
KE305 London Heathrow 8:20 41 Gate Closed
LH715 Frankfurt 9:25 36 Boarding
SQ6935 Chicago 10:30 28 Boarding
NH568 Yokohama 14:30 15 Delayed
CA246 Tianjin 16:35 19 Canceled
OZ752 Bangkok 18:40 14 OnTime

A: What time does flight __________________________ depart?

B: It departs at _______________________.
A: What’s the gate number of the _________________________?
B: It’s __________________________________________.
A: Where does flight ______________________ go?
B: It goes to ______________________.

2. Make the best choice:

1) The baggage allowance for _________________________ is ________kg.
A. a minor traveling unaccompanied / 20 kg
B. an infant traveling with his parents/ 10 kg
C. an adult flying C class/ 40 kg
D. an adult traveling economy with discount fare/ 20 kg
2) Generally speaking, the excess baggage is charged at __________.
A. 1% of the OW, normal, direct adult F class through fare per kg.
B. 1% of the economy class OW fare per kg.
C. 1.5% of the one-way normal, direct adult F class fare per kg.
D. 1.5% of the return normal, direct adult Y class fare per kg.
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Part Two Dialogues in Situations

 Dialogue A
About Baggage Allowance and Charges for the Overweight
P: We plan to take a trip to Amsterdam. We hope we won’t be charged for overweight
baggage. Yet we have to pack some of the things and ship them with us. So we want
to know the baggage allowance and charges for the overweight.
A: Sure. The baggage allowance for economy class is 20kg. For first class 40 kg for
each adult. As for a small child who pays 10% of the adult fare, he has no baggage
allowance. If your baggage is over the weight limit, the excess baggage charge will be
one percent of the applicable first class one-way fare per kilogram.
P: Isn’t there any other way to send my overweight baggage?
A: Yes, sir. If you don’t mind receiving your baggage on the later flight, you can send it
as unaccompanied baggage.
P: What do you mean by unaccompanied baggage?
A: It means the baggage is shipped as cargo.
P: I see. What’s the rate for that?
A: The same as cargo. It’s a lot cheaper than the excess baggage charge.

Situational Practice
Discuss in pairs and make short dialogues based on the following hints:
Mr. Nguyen wants to take a trip to Singapore. He travels first class and carries two large
suitcases which weigh 55 kilos. He inquires about baggage allowance and overweight
baggage charges.

 Dialogue B
Enquiry About Baby Service
(The Bamforths take a trip Beijing with their baby who is only 9 months old. He calls
Air China Office to inquire about the baby service during the flight.)
P: Hello. Is this the Air China Booking Office?
A: Yes. What can I do for you?

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P: We want to take a trip to Beijing next month and this is our first time to fly with a
baby. We don’t know if there is a relevant service on the flight.
A: Yes. A baby service is offered at your request. A bassinet will be provided. Baby
food, milk, disposable diapers and other baby necessities will also be available during
the flight.
P: Good. We need a bassinet for our baby. Do you definitely provide fresh milk and
paper diapers on board?
A: Certainly, sir.
P: Do you charge me for that?
A: No, they are complimentary. By the way, have you made a reservation yet?
P: Not yet. We haven’t decided the date yet.
A: Then you may confirm a bassinet for your baby when you book your flight next time.
We’ll make a request first. I’m sure that the special arrangements will be properly
handled. You can depend on us.
P: Thank you. I’ll do that.

Situational Practice
Discuss in pairs and make short dialogues based on the following hints:
Ms Lieu intends to fly to the United States with her six-month-old baby. She is seeking
the information from the agent about the bassinet, diapers and baby food that will be
available during her flight.

Dialogue C
About In-flight Meals
( Mr. and Mrs. Jones will fly Air China from Beijing to London and they inquire
about meals on board.)
P: We want to know the meals served on your flight from Beijing to London.
A: Our meals on board are designed to cater to both Chinese and European tastes. They
are prepared by a local airline catering company.
P: Chinese food is tasty and we like it very much.
A: During the flight we serve two meals and one snack.
P: We will be traveling economy. Do you offer free drinks on board?

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A: It depends. Soft drinks are free to all passengers while bar service is offered to first
class and business class passengers on a complimentary basis; it is available to
economy class passengers at a reasonable price.
P: Do you offer special food to the traveler who does not eat meat or fish.
A: Yes. We always carry vegetarian food on board in order to meet the needs from the
travelers. We have a selection of dishes such as mushrooms, potatoes and vegetarian
hams. In fact, we can almost fix you up with whatever you want on board.
P: By the way, do you get many vegetarian travelers on your flights?
A: Yes. It’s easy if they have the foresight to alert us, but we will never get caught
without.
P: That’s incredible.

Situational Practice
Victoria Benson plans to take a trip from Beijing to San Francisco to New York. She
inquires about the food during the trip. She is informed that:
1. Chinese food as well as Western food is offered throughout the trip.
2． Bar service is provided to first class and business class passengers while soft
drinks are free to all passengers.
Ms Benson likes Chinese food but she is afraid of putting on weight. She needs low
calorie food because she is on diet now. The agent will make a note on the reservation
record and catering people will prepare the meal accordingly.

 Dialogue D
About Check-in Time and Shuttle Bus Service
P: What flights do you have from Shanghai to Osaka tomorrow?
A: One moment, please. I’ll find out what’s available.
P: I’d like to travel first class.
A: OK. We have a non-stop flight leaving Shanghai at 9:30.
P: That’ll be fine. But I have to set out early. What time should I get to the airport for
check-in?
A: You have to be there one and a half hours before departure time. Our check-in point
is in the international terminal.

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P: Is there a special bus service to the airport? I’m staying at the Garden Hotel.
A: Bus service is available from our downtown booking office to the airport. It runs
every half an hour. But the Garden Hotel is not on the route.
P: I may as well take a taxi since I’ve got a lot of baggage. Do you think a 30-minute
drive will be enough?
A: Let me see. The Garden Hotel is located in the shopping center. Normally 30 minutes
will do, but during the rush hours, it may take more than that, say, about 50 minutes.
P: Then I’ll have to be in the taxi around 7.
A: That’ll be good for you.
Situational Practice
Check-in time varies according to a domestic or an international flight. One hour is
required for check-in before the flight departure if a passenger takes a domestic flight.
For an international passenger, however, normally one and a half hours are needed for
check-in. Miss Cruse has just made her reservation on Flight CA 937 from Beijing to
London. Her flight leaves at 12:10. She inquires about the check-in time so that she can
prepare her baggage and arrange a taxi beforehand.

Useful Expressions
to inquire of an agent about the flight
make arrangements
the (free) baggage allowance
cater to sb.’s taste
charges for the overweight
airline catering company
excess baggage charge
on a complimentary basis
over (within) the weight limit
set out
unaccompanied baggage
one hour before departure time
cargo rate
at one’s request

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make a request
shuttle bus service
take the shuttle bus

Part Three Language Practice

I. Match the following:

A B
1. pay a) to European tastes
2. handle b) vegetarian meals
3. ship it c) the passengers with lodging
4. cater d) the excess baggage charge
5. offer e) the foresight
6. serve drinks f) a selection of dishes
7. inquire about g) as unaccompanied baggage
8. have h) on a complimentary basis
9. fix up i) special arrangements

II. Do the same after the model:

Model 1 A: What do you mean by unaccompanied baggage?
B: It means the baggage is shipped as cargo.
1. the excess baggage charge
the money you pay for your overweight baggage
2 the overweight baggage
the baggage is over the weight limit
Model 2 A: Isn’t there any other way to send my overweight baggage?
B: Yes. You can send it as unaccompanied baggage if you don’t mind.
1. to handle my overweight baggage
You can ship it as cargo
2. to serve the travelers who do not eat meat or fish
We can provide a special meal like vegetarian food for them

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III. Make quick and appropriate responses to the following enquiries:
1. A: I’m traveling first class with my baby who is twelve months old. I’ve no idea
about the baggage allowance for us.
IF YOUR CHILD IS 2 YEARS OR OLDER, Your child has the same baggage allowance as an
B: ________________________________.
adult. The total number and weight of baggage items permitted depends on his or her travel cabin
and ticket type.
2. A: What do your people usually do to the passengers whose baggage is over the
weight limit?
send it as unaccompanied baggage if you don’t mind.
B: ________________________________.
3. A: What is unaccompanied baggage?
B: ________________________________.
It is the baggage shipped as cargo.

4. A: What kind of baby service do you offer during the flight?

With our Kids service, we can provide you with a bassinet if available. Please contact us ahead of time to make your request.
B: baby
we offer ________________________________.
kits. Each kit contains a bib, a cuddly blanket, baby-wipes, and a small spoon, special meals for infants and
children, onboard entertainment and more.
5. A: We need a bassinet and fresh milk for our baby during the flight. How do we
know that the baby service is definitely provided on board?
As part of our Kids service, on flights over 2 hours 30 minutes*, your child aged 2-8 years will be served a meal
B:adapted
________________________________.
to his tastes and needs.
If you're traveling with an infant aged 0-23 months, we recommend that you bring enough feeding bottles and food
for the entire journey. You can also order a meal made up of sweet and savory organic pots and baby biscuits, up
to 48 hours before departure.
IV. Dialogue completion:
P: I have a reservation on UA841 to New York. Would you tell me the check-in time?
You have to be there one and a half hours before departure time.
A: UA841 leaves at 09:30p.m. ___________________________________________.
P: Where should I get to for check-in?
A: ____________________________________________.
Our check-in point is in the international terminal.

P: By the way, is there a bus service to the airport? I’m staying at The Sun Hotel.
A: ____________________________________________.
Text

P: How long does it take to the airport?

Text
A: ____________________________________________.
P: Thanks a lot.

Part Four Communication Activity

I. Work in pairs and list some of the in-flight services that you offer to your
passengers:
Baby Service: _____________________________________________________

Meal Service: _____________________________________________________

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Free Service: _____________________________________________________

II. Discuss the following information in groups and create the dialogues between
the agent and the passengers.
Flight VN0783 from Hochiminh to Sydney: Friday
Economy class fare: USD1150
Free Baggage allowance in weight: 20kg.
Carry-on baggage allowance in weight: 5 kg
Carry-on baggage allowance in volume: 20×40×55cm.
Articles that are prohibited to take on board: inflammables, explosives, corrosives and
poisonous materials.
1. A passenger is given some pamphlets about flight service to Sydney he plans to visit.
He asks about the flights, schedules, fares and baggage allowances. He is also advised
to avoid taking prohibited articles on board.
2. The Smiths are going to Sydney via Vietnam Airlines. They want to buy three
economy class tickets. Mr. Smith is seeking information about the total fare for his
wife, his six-year-old son and himself. They have two large suitcases that are
apparently about 10 kilograms over the weight limit. So Mr. Smith also inquires
about baggage allowance and overweight charges.

Part Five Read and Discuss

Airlines’ Assistance to Special Passengers

Airlines extend all possible assistance to passengers who have special requests
and needs. Everyday requests range from passengers wishing to transport a pet to others
with specific meal requirements. Other passengers may require assistance with boarding
a plane and getting seated due to a medical problem. Young passengers might require
escorting around the airport or while on board, especially if they are traveling for the first
time and are unfamiliar with procedures.
It is usually the agent’s responsibility to communicate the passenger’s request to
the carrier. In more complex situations the agent may be required to deal directly with the
airline on the customer’s behalf, to make the necessary arrangements regarding the

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passenger’s comfort and safety. The agent will format such requests by using special
service request commands. Then he will send automated messages in a PNR. The airlines
will then read them and respond, confirming or rejecting the request.
For more complicated requests, many agents find it simpler to telephone the
carrier and talk directly to airline reservations staff.
The following describes a selection of special passenger categories:

Infants/babies
A baby is defined by most airlines as a child who
has not yet had a second birthday. A child is defined as
being between the ages of 2 and 12. After their twelfth
birthdays, children are considered adult passengers and no
longer qualify for reduced fares.
Babies are not always entitled to a seat, and must be
accompanied by an adult. If two children under the age of
two are traveling with one adult, a seat must usually be purchased and a child fare paid.
Most airlines will arrange for baby baskets to be available, especially on longer flights.
Baskets should be arranged in advance. Baby food can also be ordered in advance.
Special life jackets and safety belts for infants are available on board each aircraft.

Child passengers
Referred to as unaccompanied minors, these
are children (usually under the age of 12) who, by
arrangement, are traveling alone. The age at which a
child traveling alone is accepted by an airline, and
the procedures applying to UNMRs, vary from
airline to airline.
A special UM form should normally be
obtained and filled out. This provides the carrier
with the name and contact details for a responsible adult. The person collecting the child
at the destination then signs the same form. During the rest of the travel time a member
of either the airport ground staff or the crew will accompany the child.

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Pregnant women
Pregnant women are advised to consult their doctor before traveling. A doctor’s
letter may be required by some airlines. Traveling in the early stages of a normal
pregnancy is usually fine, but carriers should be consulted as regulations, for individual
carriers may vary.

The Religious Traveler

Many airlines are able to cater for most meal requirements. All specific meal
requests are described as “special meals” regardless of whether the request is based on
religious belief, health, or dietary considerations.

Notes
1. on the customer’s behalf
2. format such requests
3. PNR = Passenger Name Record
4. qualify for
5. be entitled to
6. unaccompanied minor (UNMR)
7. Baby basket
The baby basket is fastened to the wall of the aircraft or placed on the floor in the
legroom during the flight. During take-off, landing and turbulence, the infant sits on the
lap of an adult with a separate safety belt fastened. The adult is allowed to have only one
infant sitting on his/her lap. The maximum inner length of the baby basket is 70 cm and
the infant using the basket may not weigh more than 11 kg or 24 lbs.

Questions for Discussion

1. What are the special requests and needs that passengers have?
As an agent, how do you assist your passengers to solve their difficulties?
2. One of your passengers is inquiring about baby service. Tell your passengers what
you’ve known, such as age, fare, seat occupation and in-flight baby service.
3. How do airlines handle unaccompanied minors?
4. What other kinds of special passengers do you know?
5. How about airlines’ assistance to these ones?
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