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RESPONDING TO PASSENGER COMPLAINTS

Some passengers can complain about everything. Look at the list of things people sometimes complain about. Which do you think are the most common? Can you think of any more things to add?

v Flight delays and waiting time

v The service

v The food

v The cabin temperature

v The seating arrangements

v The drinks

v The lack of information

v The state of the toilets

v The cabin crew..

As a flight attendant, you must response positively to complaints. Look at the three complaints during the meal service. What would you say in reply to these passengers?

A. Excuse me, we’ve been waiting for drinks for a long time. We finished eating 20 minutes ago.

B. I’m sorry, I can’t eat this meal. It’s cold!

C. This is not what I asked for. I ordered a vegetarian meal.

1.Match the following responds with the complaints stated above:

1) I’m really sorry. Let me take it away for you and see if I can get you a hot-cooked meal immediately.

2) Oh dear, I am sorry about this. Please be patient. Let me just check the special meals list.

3) Oh, I do understand. I apologize. It’s been so busy. What can I get you?

2. Choose the best reply to these complaints:

1) I can’t sit in the middle. I feel trapped and I need to exercise during a 14-hour flight.

a) Sorry, I do understand, but do get up and move around when you wish.

b) There are lots of others, who are just like you, sorry.

c) Let me see if I can move you to another seat. Wait a moment, please.

2) I want to sit with my wife and children. When I checked in, they promised me I could.

a) Check in was wrong to promise you that.

b) I’ll look into it and get back to you.

c) Can you sort it out yourself, please?

3) Only fish left? No thanks. I’m allergic to fish. We’re the last to be served and now you tell me there’s only fish. It’s ridiculous!

a) I know, it often happens. I am sorry.

b) Let me see what can I get you from the business class. I’ll be back.

c) I’m really sorry, but what can I get?

4) Excuse me, this is almost cold. I can’t eat it like this.

a) Sorry about that. Let me heat it up for you. Just two minutes.

b) Really? No one else has complained.

c) I’m sorry. I haven’t got time to reheat it.

Читайте також:

1. Arrange the following units into two lexical and two terminological sets. I Give them corresponding names.
2. Complaints
3. Dialogue 8 – settling the passengers on their seats
4. MEETING PASSENGERS
5. Passenger Cabin
6. Sort out the personality qualities and features of appearance given in the box into the corresponding column according to your opinion.

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