Passengers’ complaints

Read and choose the best alternative

to solve the passenger’s complaint
1) My luggage has been torn open. I’m missing several items.

a) I’m sorry. Talk to the captain.

b) Could you please make a list of the missing items, please?
c) Sorry, sir. What are you going to do?
2) I had requested a bland meal for my flight, but the crew didn’t have it.

a) I’m very sorry about that, sir. I’ll make sure it doesn’t happen again.
b) The food wasn’t available.
c) I’m afraid we don’t usually have that kind of food.
3) How much longer do I have to wait?

a) Sorry to keep you waiting, sir.

The computer is down.
b) It isn’t my fault, the computer is not working.
c) I can’t do anything, sorry.
4) Excuse me, the flight is forty minutes late already.

a) We’ll leave in a few minutes.

b) We’ll have to wait a little bit more to board.
c) There is a big storm over the airport, sir. We’ll board as soon as the weather improves.
5) Excuse me, ma’am. I want to make a very serious
complaint about your service. Who’s your supervisor?

a) He’s not available right now, but you can fill in this
form if you want, sir.
b) I’m sorry, but he’s not here.
c) You have to come back tomorrow morning.
6) I’ve been waiting for an hour and my luggage doesn’t come out.

a) You are surely at the wrong belt.

b) May I see your luggage tags, ma’am? I’ll find out what has happended. Could you come with me, please?
c) I don’t know. Ask at the lost and found counter.
7) There’s a mistake in my ticket.

a) I’m sorry.
b) Sorry, sir. We’ll issue another ticket
right now.
c) Sorry, but why didn’t you check it
earlier?
Match the complaints with the answer. There are 2 extra answers you don’t need
to use.

1) My luggage has been torn open. I’m missing several items. ___
2) I had requested a bland meal for my flight, but the crew didn’t have it. ___
3) How much longer do I have to wait? ___
4) Excuse me, the flight is forty minutes late already. ___
5) Excuse me, ma’am. I want to make a very serious complaint about your service.
Who’s your supervisor? ___
6) I’ve been waiting for an hour and my luggage doesn’t come out. ___
7) There’s a mistake in my ticket. ___

a. The delay is due to a technical evaluation, sir. We’ll give you further
information in ten minutes.
b. Have you looked all around? Sometimes the suitcases come out on a different
belt.
c. You have to fill in this form for the claim. We are very sorry for the
inconvenience.
d. Don’t worry. We’ll issue another one immediately.
e. Mr. Rosas. He will be here in a minute.
f. What exactly is the problem?
g. I’m so sorry. May I see your ticket to check your meals request?
h. Only a few seconds, ma’am. We have just solved the problem.
i. That’s all I can do for you at this stage.
Read the followings complaints and answer them.
1. Excuse me, how long do I have to wait?
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2. I can’t find my luggage.
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3. The food was awful. Who do I have to complain to?
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4. There’s a mistake in my surname.
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