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.

Ready to practice? Let's go!

1. My bag doesn't fit under my seat.
  You can put it in the overhead compartment.
  Put it in the compartment above you.
  No, it doesn't, because it's too big.

2. Will someone from the organization meet me at the airport?
  Yes, my colleague Adrian will be there to meet you when you arrive.
  Yes, you will be met.
  Don't worry about this. Everything has been arranged.

3. How much is it to rent a car for a week?
  I can't tell you until I know what kind of car you'd like to rent.
  Can you be more specific, please? There are many kinds of cars.
  That depends. What type of car are you looking for?

4. Does the rental price include insurance?
  It includes some, yes.
  Yes, it includes basic insurance. If you'd like additional insurance, that would cost more.
  You must pay more for additional insurance. Do you want it?

5. What time on Friday do I have to return the car?
  Return it by 12:00 PM.
  12:00 PM. It says so right here in your contract.
  Please return it by 12:00 PM to avoid being charged extra.

6. Is this the right ticket?
  No, this ticket is from another museum, sir.
  No, this is not good.
  You're giving me the wrong ticket.

7. Is there something wrong?
  Sorry, but you're not allowed to stand so close to the painting. Could you back up a little?
  You're standing too close to the painting. Please move back.
  Move away from the painting. Standing so close to it is not allowed.

8. Can I pay with Euros?
  Yes, please pay me.
  Yes, you are allowed to do this.
  Yes, we accept Euros.

9. Is there a discount for students?
  If you have a student ID. Otherwise, no discount.
  Can I see your ID please?
  If you have a student ID, there's a 20% discount.

10. Where are we on the map?
  We're right here, see?

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