Topic 1: Problems at the airport

Role play 1: Missing luggage

Gate attendant (GA): Good morning. How can I help you, ma’am?
Traveler (T): Oh my God…. I can’t find my luggage. It’s probably lost it.
GA: I’m sorry to hear that. Can you describe your luggage?
T: It’s a small black suitcase.
GA: Ok… wait a minute, I’ll check for you…. I have a good news for you is
that probably your luggage is not lost. It’s probably just delayed.
T: Oh… So I’ll get my luggage back?
GA: That’s right.
T: What do I need to do right now?
GA: Well, first you need to fill out a claim form.
T: A claim form…? What’s that for?
GA: It’s gives us your information that helps us locate your luggage.
T: What happens when you locate my luggage ?
GA: We’ll use the information in claim form you just filled out to contact you.
T: But… what if you never finds my luggage ?
GA: In that case, we’ll replace your property. But don’t worry we have 90%
recovery rate on missing luggage.
T: That’s great to hear. I hope you can find my luggage.

Role play 2: Delayed flight

GA: Hello, ma’am. How can I help you ?
T: I want to know when does Flight VN-211 leave. It’s going to Hanoi.
GA: Actually, the Flight VN- 211 has just been delayed until it’s has notice.
T: It’s has been delayed ? I don’t believe it.
GA: That is correct. I made an announcement 30 minutes ago.
T: I didn’t hear that. Why has the flight been delayed ?
GA: There are several mechanical problems with the airplane.
T: Oh my Gosh! What kind of mechanical problems ?
GA: One wing of the plane is damaged and some minor engine are overload.
T: I see. How long will the flight be delayed ?
GA: In 1 to 2 hours. In the meantime, you can wait in the airport terminal.
T: Okay. How will I know when it’s time to board ?
GA: I’ll make an announcement or you can check on flight board.
T: I’ll do that. Thanks.