Study the picture and What do you see?

answer the questions

What do we call this place in an
airport?

Have you ever experienced your

baggage not being on the carousel
after a flight?

Did you notice any damage to your

suitcase or bag when you collected it
from the baggage carousel?

Where do we go to report lost or

damaged luggage?
Match the words with their correct descriptions

The labels or tags that are placed on luggage to

Airline
identify who it belongs to.

Luggage / The company with which travellers have

baggage booked their air travel or flights.

The suitcase or bag a traveller can keep with

Hand luggage
them and carry onto an aircraft.

Luggage People’s suitcases or bags that are stored in the

stickers / tags plane's cargo area during the flight.

The moving belt at an airport

Baggage
which delivers checked-in luggage
carousel
to passengers.
Match the places in the airport with the correct pictures

Check-in
counter

Lost baggage
counter

Security
checkpoint

Airplane
boarding gate
 Indicate the place where each of the following
Conversations at the airport conversations are taking place:

Assistant: Good day. Are you flying to

Rome today?

Passenger: Yes, I am. Here are my

passport and ticket.

Assistant: Thank you. How many pieces of

luggage do you want to check in?

Passenger: Two suitcases, please.

Place: Check-in counter

 Indicate the place where each of the following
Conversations at the airport conversations are taking place:

Assistant: Good day. Please place your bag on the conveyor belt
to be scanned. If you are carrying a laptop, please remove it and
put it in one of the smaller trays.

Passenger: What about my wallet and keys?

Assistant: Place them in one of the smaller

trays to be scanned.

Place: Security checkpoint

 Indicate the place where each of the following
Conversations at the airport conversations are taking place:

Assistant: Good day. How may I help you?

Passenger: I couldn’t find my suitcase

on the baggage carousel.

Assistant: I apologise for the inconvenience. Can I have

your flight ticket and luggage sticker, please?

Passenger: Sure, here you go.

Place: Lost baggage counter

 Indicate the place where each of the following
Conversations at the airport conversations are taking place:

Assistant: Good day. Flight 777 to Rome is now boarding. Please

have your boarding passes and passports ready.

Passenger: Can economy class

passengers start boarding?

Assistant: Currently, only first and business-class

passengers are allowed to board. Please take a seat
in the waiting area for now. We will notify you
when boarding for all our economy class
passengers starts.

Place: Airplane boarding gate

Read and practice: Lost baggage

Assistant: Good day. How can I help you?

Passenger: I can’t find my suitcase! I checked in two

bags, but only one arrived on the carousel.

Assistant: I apologise for the inconvenience. May I

please see your boarding pass and the luggage sticker for
the missing suitcase?

Passenger: Yes, here it is.

Assistant: Thank you. Please describe to me

what your suitcase looks like.

Passenger: It is a big black suitcase, with wheels

and a red name tag.
Read and practice: Lost baggage

Assistant: Ok, thank you for the information. Please

complete this form and list your address for the next two
days. Also, include your phone number and the hotel’s
number on the form.

Passenger: How long does it usually take

for lost baggage to be found?

Assistant: In most cases, lost baggage arrives within

24 - 48 hours. We will deliver it to your hotel at no
cost as soon as we have retrieved it.

Passenger: Thank you for your assistance.

Unscramble the conversation: Lost baggage

Passenger: I can’t find my suitcase! I checked in two bags, but only

one arrived on the carousel. 2

Passenger: Yes, here it is. 4

Assistant: I apologise for the inconvenience. May I please see your

3 boarding pass and the luggage ticket for the missing suitcase?

Assistant: Thank you. Please describe to me what your suitcase looks

5 like.

Passenger: It is a big black suitcase, with wheels and a red name tag. 6

1 Assistant: Good day. How can I help you?

Unscramble the conversation: Lost baggage

Passenger: How long does it usually take for lost baggage to be found? 8

Assistant: In most cases, lost baggage arrives within 24 - 48 hours. We

9 will deliver it to your hotel at no cost as soon as we have retrieved it.

Assistant: Ok, thank you for the information. Please complete this form
7 and list your address for the next two days. Also, include your phone
number and the hotel’s number on the form.

Passenger: Thank you for your assistance. 10

Read and practice: Damaged baggage

Assistant: Good day. How can I help you?

Passenger: I want to report a damaged

suitcase, please.

Assistant: I apologise for the inconvenience.

How was the suitcase damaged?

Passenger: I am not sure, but it is

drenched in oil. Here, take a look.
Read and practice: Damaged baggage

Assistant: Oh, I see. Please may I have your

boarding pass and luggage sticker?

Passenger: Sure, here you go.

Assistant: Please complete this baggage claim form for

me now. Please keep your boarding pass and luggage
sticker, as the airline will contact you this week with
more information to finalise your claim.

Passenger: Thank you very much. I

appreciate your assistance.
Fill in the missing words: Damaged baggage

Assistant: Good day. How can I help you?

Passenger: I want to report a damaged

suitcase, please.

Assistant: I apologise for the . How was the suitcase damaged?

inconvenience

Passenger: I am not sure, but it is drenched in oil. Here, take a look.

Assistant: Oh, I see. Please may I have your and

? boarding pass
luggage sticker
Passenger: Sure, here you go.

Assistant: Please complete this for me now. Please keep your

baggage
boarding pass and luggage sticker, as claim
the airline form
will contact you this week with
more information to finalise your .
claim
Passenger: Thank you very much. I appreciate your .
assistance