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.

SAYING SORRY

Match the passengers’ comments and requests with the replies:

1. I’d like the beef, please.	a. Certainly. Earl Grey or English breakfast?
2. Have you got any paracetamol?	b. I do apologize, we’ve been so busy.
3. I’d like some tea, please.	c. I am sorry, but we’ve run out of beef.
4. I rang the call button several times.	d. I’m really sorry, but we’ve got only beef left.
5. The sound of the film still doesn’t work.	e. I can only apologize. I’ll change it.
6. This meal’s cold.	f. Sorry about this. Try pushing this button.
7. I’d like the fish, please.	g. Yes, but I’m afraid I can’t give it to you without a doctor.

Situations:

1) A passenger feels hot.

2) A passenger feels cold.

3) A passenger asks you about the choice of soft drinks.

4) A passenger has a headache.

5) A passenger has a stomachache.

6) A passenger asks you if this aircraft safe and reliable?

7) A passenger asks you to bring him a tablet for headache.

8) Offer a passenger tea or coffee.

9) Offer a passenger juice or mineral water.

10) Tell the passenger about emergency exits.

11) A passenger asks where he can place his coat.

12) A passenger feels like vomiting.

13) A passenger has a fever.

14) A passenger has pre-mature delivery.

15) A passenger doesn’t like served food and drinks.

16) A passenger asks about the choice of reading material.

17) A passenger asks to show his seat.

18) A passenger puts his bag in the aisle.

19) A passenger left his shoes in the aisle.

20) A passenger spilt his tea.

21) A passenger complains about the noise around. He suffers from insomnia.

22) A passenger asks to bring him a pen.

23) A passenger asks for refill. He likes served meal.

24) A passenger ignores the sign “fasten seat belts”.

25) A passenger is smoking.

26) A passenger refuses to extinguish his cigarette.

27) A passenger switches on his mobile phone during take-off.

28) A passenger refuses to switch off his mobile phone.

Дата добавления: 2015-11-03