You're listening to Business English Pod, the Business English podcast for professionals on the move.
Hello, and welcome back to Business English Pod.
My name's Robert, and in today's lesson we're going to learn how to deal with problems you might experience when traveling by air.
This lesson is part of our new series of fresh takes on some of our older lessons.
We've kept the same dialogue, but have new explanations and practice for our lower-level learners.
When you are traveling for business, have you ever had problems that seem beyond your control?
Like when you show up at the airport and your flight is canceled, or when your flight is late and you can't get to your destination on time.
These situations can be frustrating and difficult to deal with, but there are some language techniques that you can learn to help you solve your problems.
In this lesson, we'll look at some of these techniques, such as getting someone's attention, using negative questions for requests and agreeing reluctantly.
We'll also cover making polite refusals, correcting yourself, and asking about payment.
These are all things you might have to do or understand as you solve a travel problem.
In the dialogue, you're going to hear a traveler called Robert.
If you heard our last lesson, you might remember that Robert was traveling to Nice but stopping in Paris first.
In this lesson, you'll hear Robert in the Paris airport.
He has missed his connecting flight to Nice, and now he's trying to find a way to get to his destination in time for a meeting the next day.
As you listen, try to answer the following questions.
1.
When is the next available flight to Nice?
2.
Why is the next available flight not acceptable to Robert?
3.
What does Robert want instead of the next available flight to Nice?
4.
What type of seat does the agent say is the only type available?
Excuse me, miss.
Miss, could you tell me if flight 867 to Nice has departed yet?
I just arrived from Australia and have to connect to Nice on that flight.
I'm terribly sorry, sir.
Flight 867 departed 15 minutes ago.
But let me get your information and I'll see what I can do.
Can I have your name, please?
Strauss.
That's Robert Strauss.
And here's my ticket.
And I have one bag to check.
I'm afraid all our later flights today are completely booked.
The next available flight is tomorrow afternoon at... Tomorrow afternoon?
I can't wait until tomorrow... Wait.
Do you think you can connect me through another city and get me to Nice tonight?
Yes.
Well, I could do that using this ticket, sir.
You have to buy a new one.
But I was delayed by customs.
Can't you reroute me using this ticket?
I'm sorry sir, but we cannot be responsible for passenger delays due to customs immigration with Okay okay.
I just need to get to Nice by tomorrow morning at 9.30.
I have a very important meeting.
Can you get me there by then?
Oh, I can connect you through Bordeaux.
You will depart here at 830pm, arrive in Bordeaux at 11pm layover, then take the 530pm flight to Nice, arriving at 845pm.
Shall I reserve that for you?
Connect me through Bordeaux?
Well, at least it wasn't Hong Kong.
Yeah, okay.
Please reserve that one for me.
Could you tell me how much extra that'll cost?
With your existing tickets, you'll need to pay an extra 175 euros, plus 85 euros for your overweight baggage, since your domestic baggage allowance is only 22 kilos.
And... Oh, excuse me, it looks like the only seats available are in the first class.
First class?
There's no other seats available?
I'm afraid not.
It's the holiday season.
But you could upgrade using your air miles.
In fact, I can put you on this fly and then bump you up to the first for 48000 miles from your current balance of 50000.
Well, I guess it'll have to be that.
And how would you like to pay for the baggage fees, Mr. Strauss?
By credit card?
Mr. Strauss?
Sorry, I'm just having a bad day.
Yes, I'd like to pay by credit card.
Put it on this visa.
Thank you, sir.
I'll have your new tickets printed in a moment.
Now let's go through the dialogue again and look more closely at the language Robert uses to solve his travel problem.
As we go through the lesson, we'll give you more examples of this language to practice.
Let's listen as Robert tries to get help from a ticket agent.
Excuse me, miss.
Miss, could you tell me if flight 867 to Nice has departed yet?
I just arrived from Australia and have to connect to Nice on that flight.
Robert wants to ask the ticket agent whether his flight to Nice has left yet.
You may notice how he does this politely, using Could you tell me?
But before he asks his question, Robert needs to get the agent's attention, which he does with the expression, Excuse me, miss.
To get someone's attention, we often use a short expression and then, because we don't know their name, we can use miss or sir or ma'am.
Let's practice more examples of getting someone's attention.
I want you to repeat what you hear to practice each expression.
Ready?
Pardon me, sir.
Could you tell me...
Sorry to bother you, ma'am, but I need to know.
Excuse me, miss.
Do you know... Now, remember Robert asked if his flight to Nice had left yet.
Let's listen to the agent's answer.
I'm terribly sorry, sir.
Flight 867 departed 15 minutes ago.
But let me get your information and I'll see what I can do.
Can I have your name, please?
Strauss.
That's Robert Strauss.
And here's my ticket.
And I have one bag to check.
The agent has to tell Robert that his flight has already left.
This is bad news.
So the agent begins with, I'm terribly sorry, sir.
Of course, her job is to help Robert with his problem, so she says she'll see what she can do.
When we say, I'll see what I can do, it means we will try to find a solution.
So, after taking Robert's name and information, she checks the computer for another flight.
Let's listen.
Hmm, I'm afraid all our later flights today are completely booked.
The next available flight is tomorrow afternoon at... This is more bad news.
All of the flights that day are booked, or full.
And the next flight isn't until the next day.
This time, instead of starting with, I'm terribly sorry, the agent uses the expression, I'm afraid.
This is another way to soften bad news.
At this point we can see that Robert has a problem and he doesn't even let the agent finish her sentence.
This might sound a bit rude, but sometimes we are more direct when we are dealing with a problem.
In our last lesson we learned about polite requests, but now Robert has to be a bit more direct as he tries to solve his problem.
Tomorrow afternoon?
I can't wait until tomorrow.
Wait, do you think you can connect me through another city and get me to Nice tonight?
Well, I could do that using these tickets, sir.
You have to buy a new one.
Obviously, Robert is upset about the situation because he can't wait until the following day.
He needs a solution now.
So he uses the expression do you think you can to request a different route to Nice.
Unfortunately, rerouting with the same ticket isn't possible and the ticket agent needs to refuse the request.
To do this, she uses the polite word could in the expression, I couldn't do that.
That's a fairly polite and common expression, but the agent could actually make it even more polite by using one of the expressions she used to soften bad news.
In fact, when we politely refuse requests, we often start with an apology or softening phrase, then explain why the request is being refused.
This helps the listener accept the bad news.
Let's try some more examples of politely refusing requests.
Ready?
I'm sorry, that won't be possible today because the flight is fully booked.
I'm afraid I'm not authorised to give upgrades.
Unfortunately, I can't come to the meeting next week because I'll be in Rome.
I'd like to come, but I'll be on vacation that week.
Now, listen as Robert continues to push for a solution.
But I was delayed by customs.
Can't you reroute me using this ticket?
First, Robert explains why he missed the flight.
Then he wants to ask to be rerouted or get a new route with his existing ticket.
This time he's more direct, using the negative question rather than a more polite expression, like To make direct requests.
We often use negative questions, just like Robert.
Sometimes, the negative tag is at the beginning, but sometimes it's at the end.
For example, Robert could have said, You can reroute me using this ticket, can't you?
Let's run through some more examples of negative questions in requests.
It'd be okay if I borrowed your laptop for the presentation, wouldn't it?
You couldn't help me sort out this report, could you?
Can't I fly through Frankfurt instead?
It's okay to miss the meeting tomorrow, isn't it?
Now listen as the ticket agent once again has to give Robert some bad news.
And once again, she begins with a softening expression.
I'm sorry sir, but we cannot be responsible for passenger delays due to custom immigration with Okay okay.
I just need to get to Nice by tomorrow morning at 9.30.
I have a very important meeting.
Can you get me there by then?
It's clear that Robert's ticket is useless and he doesn't want to hear the agent's full explanation, interrupting her with OK OK, which shows that he is impatient.
Robert then explains why and when he needs to be in Nice.
This might help get a positive response from the agent when he makes yet another request, this time with CAN YOU?
As we've seen, making requests and being polite is all about modals such as can can't, could and would.
Let's listen as the agent offers a solution and notice how she emphasizes the same modal can in her response.
Oh, I can connect you through Bordeaux.
You will depart here at 8.30 p.m., arrive in Bordeaux at...
11pm, layover, then take the 5.30am flight to Nice, arriving at 8.45am.
Shall I reserve that for you?
Connect me through Bordeaux?
Well, at least it wasn't Hong Kong.
Yeah, OK.
Please reserve that one for me.
Could you tell me how much extra that'll cost?
The agent's solution is to get Robert to Nice by connecting him through Bordeaux.
She gives him the flight details and asks him politely, Shall I reserve that for you?
Robert isn't very happy about the solution.
He shows his displeasure by repeating Connect me through Bordeaux as a question.
And he's quite sarcastic when he says At least it wasn't Hong Kong.
Being sarcastic means saying something obviously false to make a point or show we aren't happy about something.
In this case, Hong Kong obviously wasn't an option, but Robert is showing he's upset about having to connect through another city to get to Nice.
In fact, sarcasm isn't very polite, and you should usually avoid it if you want good service.
Still, Robert has to accept the solution and he switches back to being polite when he asks about the cost, saying could you tell me how much extra?
With your existing tickets, you need to pay an extra 175 euros, plus 85 euros for your overweight baggage, since your domestic baggage allowance is only 22 kilos.
And Oh, excuse me, it looks like the only seats available are in the first class.
The ticket agent begins to explain how much extra Robert will have to pay, but then suddenly says Oh, excuse me.
We can use this phrase when we realize we have made a mistake or when we want to correct what we have said.
In this case, the ticket agent suddenly realizes that the only seats available are in first class.
There are several phrases we can use when we need to change what we have said.
Let's run through some of these expressions.
Oops, I made a mistake.
I apologize, that's not quite correct.
I'm sorry, that's not correct.
Looks like I was wrong.
The real figure is Now.
Let's listen as Robert once again shows his surprise or displeasure by repeating what the agent has said using question intonation.
First class!
There's no other seats available?
I'm afraid not.
It's the holiday season.
But you could upgrade using your air miles.
In fact, I can put you on this fly and then bump you up to the first for 48000 miles from your current balance of 50000.
Well, I guess it'll have to be that.
The ticket agent uses the phrase, I'm afraid not to soften the news that there are no other seats available.
But she has good news as well, which she introduces with but to contrast it with the bad news.
She tells him that he can use his air miles to upgrade to first class.
Air miles are a reward system in which you earn points and then exchange them for flights or upgrades.
Robert can use most of his current balance, or the points he already has, to fly first class.
And, because this seems like the only option, Robert finally agrees.
But he agrees reluctantly, saying, well, I guess that'll have to be.
Sometimes, when we find a solution but it's not perfect, we agree in this way.
It shows we're still not totally satisfied.
Let's try some more examples of agreeing reluctantly.
Well it looks like there's no other option.
I guess there's no other choice.
There doesn't seem to be much choice.
I suppose that's our only option.
I'm not too happy about that, but I can go along with it for the time being.
Now that they have a solution, the ticket agent just needs to ask for payment.
And how would you like to pay for the baggage fees, Mr. Strauss, by credit card?
Mr. Strauss?
When we ask for payment, we often ask how the person wants to pay.
For example, they may pay by credit card or with cash.
And you will notice that modals are important in this situation too.
Sometimes we use a polite phrase with would, such as, how would you like to pay?
Or sometimes we use the future with will, as in, how will you be paying for this today?
Let's run through some more ways of asking for payment using modals.
And how will you be paying for these shirts, Mum?
By cash?
Will you be paying by cash or credit card?
Do you have a credit card you would like to use?
Unfortunately, we don't accept credit cards.
Can you pay by cash?
Now, let's hear how the dialogue ends.
Robert apologizes because he didn't respond right away to the agent's question about payment.
As he says, he's having a bad day.
But at least he has finally found a way to get to Nice in time for his meeting.
And to do that he's used a variety of techniques related to making direct requests and using modals.
Now, let's practice some of the language we just learned with a short role play.
Imagine that you are at the airport for a flight to Chicago.
I will tell you how to start the conversation.
Then you will hear a cue from a ticket agent, and I will suggest how you can respond.
I'll guide you through each step of the practice and will provide an example answer for each response.
Ready?
Let's give it a go.
Start by getting the ticket agent's attention and saying, You have a ticket for the Chicago flight.
Example Answer Excuse me, Miss.
I have a ticket for the Chicago flight.
I'm sorry, that flight is cancelled, but I can put you on another flight tomorrow.
Now, politely refuse the ticket agent's offer because you must be in Chicago today.
Example answer.
I'm sorry, but I really have to be in Chicago today.
Yes, well, there are no other direct flights to Chicago today.
Now, use a negative question to ask if there is another way to get to Chicago.
Example Answer Isn't there another way of getting to Chicago?
Well, I could probably connect you through St.
Louis, arriving in Chicago at 10pm.
Now, agree reluctantly to the ticket agent solution.
Example answer.
Well, I guess that's my only choice.
To finish off, let's practice some of the vocabulary we've covered in this lesson.
In a moment, you'll hear a series of sentences with a word replaced with a beep.
Repeat each sentence, including the missing word.
For example, if you hear, You can say, For an extra $50, I can bump you up to first class.
After each response, we'll provide the correct answer.
Let's begin.
Could I please?
A seat on the 1015 flight to Berlin.
Answer.
Could I please reserve a seat on the 10.15 flight to Berlin?
You will have to pay extra if you have any overweight.
Answer.
You will have to pay extra if you have any overweight baggage.
I'm sorry, but the flight has been... by one hour due to bad weather.
Answer.
I'm sorry, but the flight has been delayed by one hour due to bad weather.
The flight will... here at 2 p.m. and arrive in Toronto at 5 p.m.
Answer.
The flight will depart here at 2pm and arrive in Toronto at 5pm.
That's all for this lesson, the second part of our series on business travel.
We've learned all about getting someone's attention, politely refusing and using negative questions for requests.
We've also learned about correcting yourself, agreeing reluctantly, and asking for payment.
For more practice.
Premium members can find online quizzes and study notes for this and hundreds of other lessons on the Business English Pod website, wwwbusinessenglishpodcom.
Thanks for listening and see you again soon.
