Tourism Politeness Training 6
Customer service English for tourism and travel workers — professional responses for passenger situations.
Vocabulary in context
Tourism customer service has a particular challenge that hotel or restaurant service doesn't face to the same degree: travellers are often dealing with systems they don't control. Flights get delayed. Connections get missed. Queues are longer than they should be. And the tourism professional standing in front of them isn't responsible for any of it — but they're still the person who has to handle the conversation. This exercise practises the English for those situations: how to acknowledge a problem you didn't cause, how to offer what genuinely exists as alternatives, and how to keep your professional composure when the traveller in front of you has every reason to be frustrated.
