EFE learning modules / Travel Problems

scenario 1 at a busy international airport sarah i

Scenario Context

"At a busy international airport, Sarah is dealing with a missing suitcase and a flight delay while Mark, a customer service officer, assists her with the necessary paperwork and procedures."

Speakers

Sarah

A business traveler who is stressed because her luggage is missing and her connecting flight was delayed.

Mark

A professional airport customer service representative trained to handle travel disputes and logistics.

The Dialogue

Tap highlighted words to view vocabulary cards below.

Sarah

Excuse me, I've been waiting at the luggage carousel for over an hour, but my suitcase hasn't appeared.

Mark

I'm sorry to hear that. May I see your passport and your baggage claim tag, please?

Sarah

Yes, here they are. I arrived on the flight from London which was already delayed.

Mark

Let me check the system. The delay might have affected the transfer of your bags.

Sarah

This is extremely inconvenient because I have an important business meeting tomorrow morning.

Mark

I understand your frustration. I am looking at the flight manifest right now.

Sarah

What happens if my luggage is lost permanently?

Mark

We usually locate missing items within 24 hours. If not, the airline provides .

Sarah

I hope it doesn't come to that. What is the next step?

Mark

We need to fill out a Property Irregularity Report. This is the document for missing items.

Sarah

Does this report include my contact details and the description of the bag?

Mark

Exactly. I also need your local address and phone number where you are staying.

Sarah

I will be staying at the Grand Hotel in the city center.

Mark

I see here that your bag was missed during your in Paris.

Sarah

A ? I thought my luggage was checked through directly to my final destination.

Mark

It was, but sometimes short connection times cause these issues.

Sarah

When is the next flight from Paris expected to arrive?

Mark

It should be here by 10:00 PM tonight. We can deliver the bag to your hotel.

Sarah

That would be helpful. Will the airline offer for the clothes I need to buy?

Mark

Yes, for essential items. Please make sure you keep all your receipts.

Sarah

Okay. Also, I missed my bus to the city because of the flight delay.

Mark

Since the delay was the airline's fault, we can provide transport .

Sarah

Thank you. Where is the voucher desk located?

Mark

It is just past the security gates on your left.

Sarah

I also had a small bag stolen in the of the gate earlier. Who do I talk to?

Mark

That is a serious matter. You must report that to the local immediately.

Sarah

Is there a police station inside the airport?

Mark

Yes, the airport police office is on the second floor of the terminal.

Sarah

Do I need to make a statement for my travel insurance?

Mark

Yes, you will need a police report number to file a claim later.

Sarah

I am feeling very with all these problems at once.

Mark

I am here to help you. Let's finish this report first and then I'll guide you to the police.

Sarah

I appreciate your assistance during this stressful time.

Mark

You're welcome. Here is a copy of your report. Keep it safe.

Sarah

If my changes, how do I update you?

Mark

You can call the number on this form. We take full for your luggage until it reaches you.

Sarah

Thank you, Mark. I'll head to the police station now.

Mark

Good luck, and I hope the rest of your trip goes smoothly.

Sarah

I hope so too. Goodbye.

Mark

Goodbye and safe travels.

Scene Vocabulary

Practice vocabulary words & meanings.

10 Terms

Compensation

/ኮምፔንሴሽን/

ካሳ

Money paid for loss, damage, or inconvenience.

ለደረሰ ጉዳት ወይም መጉላላት የሚከፈል ገንዘብ።

Layover

/ሌይ ኦቨር/

መሸጋገሪያ ቆይታ

A short stay between two parts of a journey.

በሁለት የጉዞ ክፍሎች መካከል የሚደረግ አጭር ቆይታ።

Reimbursement

/ሪኢምበርስመንት/

ተመላሽ ክፍያ

Repayment for money that has been spent or lost.

ለወጣ ወጪ ወይም ለጠፋ ገንዘብ የሚደረግ ተመላሽ ክፍያ።

Vicinity

/ቪሲኒቲ/

አቅራቢያ

The area near or surrounding a particular place.

በአንድ የተወሰነ ቦታ ዙሪያ ያለ አካባቢ።

Authorities

/ኦቶሪቲስ/

ባለስልጣናት

People or organizations having official power or control.

ይፋዊ ስልጣን ወይም ቁጥጥር ያላቸው ሰዎች ወይም ድርጅቶች።

Formal

/ፎርማል/

መደበኛ

Done in accordance with rules of convention or etiquette.

የተለመዱ ህጎችን ወይም ስርዓቶችን የተከተለ።

Overwhelmed

/ኦቨርዌልምድ/

በሃሳብ የተጨናነቀ

Feeling a strong emotional effect from too much to deal with.

ከአቅም በላይ በሆኑ ነገሮች ምክንያት ከፍተኛ ጭንቀት መሰማት።

Itinerary

/አይቲነራሪ/

የጉዞ ፕሮግራም

A planned route or journey details.

የታቀደ የጉዞ መስመር ወይም ዝርዝር መርሃ ግብር።

Liability

/ላያቢሊቲ/

ተጠያቂነት

The state of being responsible for something, especially by law.

በተለይም በህግ ለአንድ ነገር ተጠያቂ የመሆን ሁኔታ።

Vouchers

/ቫውቸርስ/

የመገበያያ ሰነዶች

Documents that can be exchanged for specific goods or services.

ለተወሰኑ ዕቃዎች ወይም አገልግሎቶች የሚለወጡ ሰነዶች።