Reading and Comprehension. Airlines compete vigorously with each other to give good service

Airlines compete vigorously with each other to give good service. One of the ways they can fulfill their promise to do so is by providing the special meals required by passengers of various nationalities and religions. Sometimes a passenger needs a particular food for medical reasons. On other occasions a traveler’s religion may forbid him to eat certain food or meals that have not been prepared in a certain way. From their earliest training days, airline stewards and hostesses are told about the food requirements of particular passengers. They are taught about the contents of the diets and the reasons that make such diets necessary. They learn that to offer particular foods to members of certain religions can be regarded as almost an insult, and certain to cause offence. In the same way, airline reservations staff are experienced in finding out the special dietary requirements of any passenger who cannot eat the meals that would normally be provided during the flight.

EXERCISES

I. Translate into Russian:

The cabin crew; to request; to feel hungry; to catch the flight; the pocket of the seatback; to alert; a tin; to warn; to cater for smb; to fetch meals; to pull down the seat tables; meal tray; a vegetarian meal; to compete with; to give good service; to fulfill the promise; for some reasons; to forbid smb to do smth; to offer particular foods to smb; to regard smth an insult; to cause offence; to be experienced in smth; to find out; diet; in-flight service; to be hungry; to be on the menu; to have a choice; to have a selection of dishes; to enjoy meals; hot and cold main courses; to be appetizing.

II. TranslateintoEnglish:

Конкурировать, запрещать, откинуть столик, успеть на рейс, приносить пищу, закуска, предупредить, нанести обиду, оскорбление, быть опытным вчём-либо, проголодаться, поднос, напитки, требования, заказать вегетарианскую пищу, получать меню, иметь выбор.

III. Translate the following sentences:

The cabin crew will serve drinks to the passengers. A special vegetarian diet has been requested for some passengers. Passengers may have some difficulty to catch the flight. Is there a menu in the pocket of the seatback? Do they carry tins of vegetarian food? I wonder if they cater for everyone. Let me pull down the seat table for you. We wish we could always get the same service on the ground. Why do airlines compete vigorously with each other? Airline reservations staff are experienced in finding out the special dietary requirements of particular passengers. Are hostesses taught about the food requirements of particular passengers? Having served drinks to the passengers, the cabin crew are ready to serve lunch.

IV. Answer the following questions:

When are drinks served to passengers? Is it possible for a passenger to require special meals? Why do people need a particular food? What can be regarded as an insult? What things are hostesses taught? What are airline reservations staff experienced in? Which way do airlines try to give good service? Why do airlines compete with each other? How can they provide special meals required by passengers?

V. Test. TranslateintoEnglish:

Не могли бы вы откинуть столик для меня? Я знаю, что вам было трудно успеть на этот рейс. Почему авиакомпании конкурируют? Наш персонал опытный в обслуживании пассажиров. Когда пассажиры получают напитки? Когда пассажирам предлагают напитки? Кто обычно Кто обычно узнает о требованиях пассажиров к пище? Как стюардессы могут нанести оскорбление или обидеть пассажира? Много ли времени требуется, что бы приготовить пищу для всех пассажиров? Я голоден, долго придется ждать? Чему обучают стюардесс? После того, как пассажирам подали напитки, стюардессы начали подготовку к обеду. Многие пассажиры заказывают вегетарианскую пищу? Вы знаете, что вы можете получить меню на борту самолета? Вот, возьмите, посмотрите. Наш персонал узнаёт о диете, когда пассажир бронирует место на определенный рейс. Они знают о вашей диете? У вас есть выбор? Не забудьте предупредить их о вашей диете. Я уверен, что вы заботитесь о каждом пассажире. У вас всегда хороший запас продуктов на борту самолета? Вы можете откинуть столик? Вам будет трудно успеть на рейс, у вас мало времени. Я не успел позавтракать, у меня не было времени, я голоден. Вам не придется долго ждать, вас скоро будут кормить. Вы правы, они собираются подать напитки скоро. Они помнят, что у вас диета. Вы знаете, что у них в меню? Могу я посмотреть меню? Мне было бы интересно посмотреть, что у них будет в меню. Вам понравилось питание на борту? Вы не забыли предупредить их, что у вас диета? Будет отлично, если мы начнем с напитков. Между прочим, у вас большой выбор напитков? Вас предупреждают, что у пассажиров могут быть разные требования к еде? Вы были предупреждены об их требованиях. Нас всегда предупреждают о некоторых требованиях пассажиров. Вы принесете мясо? Вы можете принести фрукты позже. Позвольте мне помочь вам откинуть столик. Вот ваш поднос. Как бы мне хотелось, что бы такой сервис был на земле, в любой гостинице. Это замечательная идея. Это ваш первый полет? Вы раньше летали? Вам нравится летать? Вы часто летаете в командировку? Вам приходится часто летать? Выпродаетесигареты? Могуякупитьсигаретывполете?

VI. Act out dialogues on the following situations:

1. A passenger is booking his flight, he requests a special vegetarian diet.

2. You have to order meals for our crew.

3. A client asks you about boarding.

4. A passenger is interested in the procedures of a security check.

Unit 9

The aircraft galley

Mr. Marshall has enjoyed his meal. He compliments the hostess and asks her about the catering facilities on the aircraft. She offers to show him the galley, an invitation that Mr. Marshall accepts gladly.

Mr. Marshall: My word, this galley does seem small. How on earth can you produce all those delicious meals you serve in this little space?

Air hostess: That’s easy. The whole meal, except for the tea and coffee, is

prepared in our airline kitchens on the ground. All we have to do is heat the hot dishes for so many minutes and serve them.

Mr. Marshall: You mean you don’t do any real cooking in the aircraft?

Air hostess: That’s right. All the meals are cooked on the ground and then deep frozen. They are taken out of the deep freeze stores by the catering staff who make up the meal trays required for each flight.

Mr. Marshall: But there always seems to be so many different menus.

Air hostess: Right again. I think we have something in the region on four hundred different menus. We are a pretty large airline and we can’t have our regular travelers eating the same food flight after flight.

Mr. Marshall: No, of course not. It’s just something I’ve never thought about before.

Air hostess: There are the ovens that we use to heat up the meals. They’re very easy to operate. You just select the temperature, set the time switch and switch on.

Mr. Marshall: That seems simple enough. Doesn’t the oven tend to dry up the food?

Air hostess: Oh, no. The ovens are specially designed so that the meals come out looking just as they would if they had been served in a restaurant.

Mr. Marshall: Yes, and they taste just as good, if not better.

Air hostess: There’s another trick that we use. Some dishes are covered in foil while they are heated. This ensures that dishes like roast lamb and braised steak remain nice and moist.

Mr. Marshall: Are all the meals heated like that?

Air hostess: Not all. We leave off the foil for other dishes such as grills, tournedos and roast chicken.

Mr. Marshall: A friend of mine flew to America recently. He said that he had steak and scrambled eggs cooked specially for him in the air.

Air hostess: Oh, that would be on one of our Boeing 747s. On those aircraft some dishes can cooked in flight. They’re equipped with special microwave ovens. In the main, however, all the entrees, fish dishes, roasts, grills and vegetables are prepared on the ground and only need to be heated by us.

Mr. Marshall: What happens when the aircraft continues after I get off in Bahrain? Do you carry enough food for the rest of the flight?

Air hostess: Apart from the lunch we have served already, we also have enough supplies to give everyone afternoon tea. We’ll uplift more supplies at another airport so that the fresh cabin crew will be able to serve dinner and breakfast. The breakfast, of course, will be served at the of the night sector.

Mr. Marshall: A fresh crew?

Air hostess: Yes, our work for the will be over. Another crew will have to take over from us.

Mr. Marshall: What will you do then?

Air hostess: After clearing Customs, a crew bus will take us to a hotel where we rest until we have to report to take out tomorrow’s flight. It’ll be another nine days before we get back to base.

Mr. Marshall: That’s because you work for a worldwide airline or long-haul airline as you call it.

Air hostess: Yes, I prefer working for an international airline. It can be hard work, but it’s also fun and you do see the world and all sorts of people. Some girls, of course, prefer working for short-haul airlines because they get home most days.

Mr. Marshall: I see there are six of you on this flight.

Air hostess: Yes. Two work in the first-class compartment and the rest of us look after all the economy-class passengers.

Mr. Marshall: Do you all have different jobs to do?

Air hostess: All the work is divided up. One of us is in this galley most of the time. Another looks after the bar and two of us concentrate on serving. It’s not quite as simple as that, but the system is good as it does share out the work.

Mr. Marshall: Can you serve up most things from the bar?

Air hostess: We carry a very good selection of drinks from beer, wines and spirits to soft drinks. We also mix cocktails.

Mr. Marshall: Do you serve any special drinks?

Air hostess: Yes, depending on which part of the world we are in. On our Pacific flights, for instance, we serve a South Seas cocktail. If we were flying to the West Indies I’d give you an excellent Planter’s Punch.

Mr. Marshall: What do you keep in there?

Air hostess: Nothing you’ll need. It’s full of baby food, milk powder and baby cereals.

Mr. Marshall: You certainly do cater for everyone.

Air hostess: Oh, yes. We even carry baby bottles and sterilizing kits, just in case a mother has forgotten something.

Mr. Marshall: I must say it’s all very impressive. I now see now you can manage to offer everything, and more, that a good hotel can.

Air hostess: It’s the service that means most to a passenger. If it’s bad, or the food is mediocre, he won’t fly with us again. We can’t take too much care of our passengers.

Mr. Marshall: Well, at least you don’t have to do the washing up.

Air hostess: Gosh, no. That’s one job I would hate. The meal trays are gathered up and put back into these containers. They’ll be taken off the aircraft when we uplift new supplies. Then the bar will be restocked at the same time.

Mr. Marshall: What happens to the containers when they are taken off?

Air hostess: The company that looks after our catering at the airport will take them away. Their staff will open them, throw away all the rubbish and wash the trays, cutlery, cups, glasses and containers.

Mr. Marshall: So they will be used again?

Air hostess: Yes. They will make up complete meal trays for another flight. Oftenthey will include some of their own local dishes or specialities.

Mr. Marshall: My word, is that the time?

Air hostess: Yes. We’ll soon be landing.

Mr. Marshall: Well, I’d better get back to my seat. Thanks for showing me the galley. It was very interesting.

Air hostess: I’m so glad you enjoyed it, sir.

NOTES:

1. in the region of: about, approximately

2. uplift: take on board

EXERCISES

I. Translate into Russian:

the catering facilities, to accept invitation, airline kitchens on the around, to heat up dishes, to cook meals, catering staff, to make up the meals trays, to be easy to operate, to set the time switch, to taste, to be equipped with micro-wave ovens, to uplift (to take on board), supplies, a crew bus, long-haul airline, short-haul airline, kits, compartment, to share out the work, think of baby food, milk powder, baby bottles, to restock the bar, to look-after catering, time switch, to select, to fit.

II. TranslateintoEnglish:

Бортпитание, поднос, служебный автобус, пополнить запасы, местные воздушные линии, реле времени, выбрать температуру, разогревать пищу, поднять на борт продукты, заботиться о бортпитании, полеты на большие расстояния, принять приглашение, детское питание, набор.

III. Translate the following sentences:

We’d like to get some information of catering facilities on the aircraft. Meals are prepared in the airline kitchens on the ground and then they are deep frozen. The catering staff make up the meals trays required for each flight. The regular travelers do not have to eat the same food flight after flight as large airlines have about 400 different menus. There are special ovens to heat up the meals, these ovens are very easy to operate. Passengers can have meals cooked specially for them in the air. Do they carry enough food for all passenger for the whole flight? Do they have to uplift more supplies at other airports? I wonder if there is a crew bus to take the crew to a hotel. Do crews prefer working for short-haul or lend-haul airlines? How many stewards work in the first-class compartment? I’m sure there is a very good selection of dishes and drinks, they eater for everyone. Do they cater for children in flight? It’s the service that means most to a passenger. They often include some local dishes and specialities. How many airhostesses look after all the economy-class passengers?

IV. Answer the following questions:

What facilities are the aircraft equipped with to heat up the meals? Can dishes be cooked in flight? Are there good supplies to serve meals? Where do they uplift supplies if the flight is long? How many hostesses may there be in flight? Which way do they divide up their work? What services are provided for babies? What means a lot to passengers? Where are meal trays made up? What do airlines do about catering? What do airlines put on the aircraft for the benefit of passengers? How do the crews get to a hotel? When does afresh crew take over from the first one? What special ovens have been designed for aircraft?

V. Test. Translate into English:

Что необходимо подготовить для пассажиров для каждого рейса? Кто занимается бортпитанием? Где готовят пищу для рейсов? Как оборудованы кухни для приготовления пищи? На борту достаточно припасов для всех пассажиров? Как экипаж может добраться до гостиницы? Если специальный служебный автобус для экипажей? Когда этот экипаж вернется на базовый аэродром? Вы летает на местных или воздушных линиях? Сколько стюардесс на борту? Сколько стюардесс обслуживают пассажиров первого класса? Как обслуживают детей в полете? Для пассажиров много значит сервис? Авиакомпании впечатляют пассажиров своим сервисом, не так ли? Вы знаете, что между авиакомпаниями значительная конкуренция в области бортпитания? Специальные современные плиты создаются для того, чтобы приготовить и разогреть пищу, приготовленную на земле. На некоторых самолетах имеют печи для того, чтобы готовить пищу на борту самолета в полете. Пассажирские самолеты имеют большие запасы продуктов, что бы предложить пассажирам большой выбор напитков и коктейлей. Вы подготавливаете документы к каждому рейсу? Вы занимаетесь бортпитанием? Где можно найти служебный автобус для экипажа? На борту много детей? Сколько детей и женщин на борту? Пассажирам обычно объясняют, как надеть спасательный жилет и кислородную маску. Вы когда-нибудь занимались бортпитанием? Много времени необходимо, что бы подготовить все документы для рейса? На борту был большой запас продуктов? Вы предлагаете большой выбор напитков? Какие напитки предлагают пассажирам? Могут ли пассажиры купить сувениры в полете или они получают сувениры от авиакомпаний?

Readingandcomprehension

Rival airlines frequently operate the same type of aircraft and have similar equipment. The only way that an airline can claim to be different, and impress a passenger, is by the standard of its service, its food, and the helpfulness of its air hostesses. There is great competition between scheduled over in-flight catering. The range of dishes and the number of menus that available on any single day is astonishing. To ensure that the standard of cuisine is the highest attainable, airlines prepare and cook the bulk of the food on the ground in their own kitchens. Where they are unable to do this at overseas airports, they contract the catering to specialists in in-flight meals. To prepare lunch from scratch for 350 people in a Boeing 747 would be impossible in the flight time available. You would need an army of chefs and vast kitchens to prepare a typical economy-class meal-such as smoked salmon hors d’oeuvre, breast of chicken chasseur with garden peas, glazed carrots, noodles with tomato and Parmesan, Napoleon gateau, cream crackers, cheese and coffee – for that number of people. To overcome this problem, aircraft galleys are fitted with special ovens for heating meals that have been prepared on the ground. Some aircraft today also have microwave ovens for cooking dishes, such as steak, to a passenger’s personal taste. Wine and other drinks must be available to go with the food. Passenger aircraft carry large stocks of liquor, soft drink and cocktails. Destination also effect the menu. Flights from Far Eastern countries will have Indian, Japanese and other Eastern dishes included on the menu along with exotic fruits and drinks. There is also an incredible number of other items that an airline puts on its aircraft for the benefit of its passengers. There include electric razors, comics, toothbrushes, fans, eye-shades, games and even babies’ nappies.

UNIT 10

DISEMBARKATION

Dialogue

Mr.Marshall checks his watch. The aircraft has been descending slowly for the past fifteen minutes. The PA system comes alive and a voice says: "Ladies and gentlemen, we are about to land. Another fifteen minutes later, Mr.Marshall unfastens his seat-belt and picks up his cabin bag and briefcase. Passenger steps are positioned by the open aircraft's door. Before the passengers have time to begin to disembark, a bus is waiting on the tarmac to take them to the terminal building where they must collect their baggage and go through Customs and Immigration formalities.

Mr.Marshall: Porter? Where do I pick up my baggage from Flight XA101?

Porter: It’s being brought over right now, sir.

Mr.Marshall: Will it be long?

Porter: No, sir. Five minutes, maybe.

Mr.Marshall: Where will it be brought in?

Porter: Just over there, sir. See that flight number sign, XA101? It’ll be put down there.

Mr.Marshall: Right. Thank you.

Porter: Here’s baggage vehicle now. Would you like some help?

Mr.Marshall: No, thank you. I’ve only light case.

Porter: That’s all right, sir. Have you got the baggage tag? I’ll collect your case and take it over to Customs for you.

Mr.Marshall: Here’s the tag, still fixed to my ticket wallet.

Porter: Thank you, sir. I won’t be a moment. He picks up the case.

Mr.Marshall: Ah, that was quick. I’ll follow you.

Porter: Here’s the Customs Officer. I’ll leave your case here.

Mr.Marshall: Thanks. This is for your help.

Porter: Thank you very much, sir.

Customs Officer: Flight XA101?

Mr.Marshall: That’s right.

Customs Officer: Will you be staying long, sir?

Mr.Marshall: No, I’ll be leaving for Rome next Wednesday.

Customs Officer: Here on business?

Mr.Marshall: Yes. I’m representing my company at the oil conference which has been arranged by your government.

Customs Officer: Is this all your baggage?

Mr.Marshall: Yes, just the one case and this hand baggage.

Customs Officer: Do you have anything to declare?

Mr.Marshall: I have just the usual bottle and 200 cigarettes. Oh, I nearly forgot, I have a small bottle of perfume. It’s a present for my wife.

Customs Officer: That’s all right. You can take your bag through.

Mr.Marshall: Right.

Receptionist: Excuse me, sir. Are you Mr.Marshall?

Mr.Marshall: Yes, I am.

Receptionist: I have a massage from your company. Mr.Assif, your local representative, is waiting for you in the arrivals lounge.

Mr.Marshall: Are you from International Airlines?

Receptionist: Yes, sir.

Mr.Marshall: Is my car laid on?

Receptionist: Mr.Assif will drive you to your hotel. A hire car is already there for you. You probably won’t be wanting it tonight, but they’ve left the car keys with the hotel receptionist just in case.

Mr.Marshall: Excellent.

Receptionist: The porter here will take your case to Mr.Assif’s car. Please come with me, sir.

Mr.Marshall: Hassan, how are you?

Mr.Assif: Fine. It’s nice to see you again, John. It’s been a long time.

Mr.Marshall: I’m told that you’ll drive me to the hotel.

Mr.Assif: That’s right, John. We can have a talk while you change your clothes.

Mr.Marshall: Change?

Mr.Assif: Sorry, I forgot you did not know. They’re holding a cocktail party tonight for all the delegates and we’re expected to attend.

Mr.Marshall: Oh, I was really hoping to go over some papers with you in readiness for tomorrow.

Mr.Assif: Don’t worry. There’s plenty of time. I have a full brief here with all the latest figures. An hour’s reading will put you in the picture. We can discuss anything else while you’re dressing.

Mr.Marshall: Is this your car?

Mr.Assif: Yes, hop in. The door isn't locked.

Mr.Marshall: Ah, this is very comfortable.

Mr.Assif: Here's the brief. Are you going to look at it while we're driving?

Mr.Marshall: Good idea. It'll save us some time.

Mr.Assif: I bet you'll be glad to get under a shower.

Mr.Marshall: You've said it. That's the only trouble with aeroplanes. They don't have showers in them so that you can freshen up.

Mr.Assif: You don't want much, do you? By the way, International Airlines rang up and confirmed your flight to Rome next Wednesday. Why Rone? Another meeting?

Mr.Marshall: Yes, indeed. But it's pleasure, not business. I'm meeting Margaret there for a few days’ holiday.

Mr.Assif: You should have brought her here with you.

Mr.Marshall: She couldn't be away that long, and I had promised to take her to Rome. We spent our honeymoon there and it's our anniversary on Thursday.

Mr.Assif: Ah, I see. I must get her a present.

Mr.Marshall: I bought her some perfume before I left

Mr.Assif: I take the hint. No more perfume. Anyhow I have something else in mind. But now I'd better start driving and you'd better start reading.

Mr.Marshall: Yes, sir.

Reading and Comprehension

Immediately an aircraft's engines are shut down and the passengers begin to disembark, airline staff offload the baggage. This is another area of service where an airline can impress, or antagonize, its customers. It is not much use flying people at around 600 miles per hour to a destination in a comparatively short space of time if the passenger has to waste much of the time he has gained waiting to be reunited with his baggage. Each piece of baggage is labelled at check-in and the label tags are clipped to the passenger's ticket or ticket wallet. When the baggage is brought into the arrivals terminal the passenger claims his cases and then goes through Customs. Messages can be delivered by airline ground staff to passengers before they have cleared these formalities. No contact with the general public is allowed until the passenger has passed through Customs and Immigration.

EXERCISES

I Translate into Russian:

to descend, to unfasten the seatbelt, passenger steps, tarmac= stand = parking area, to collect baggage, flight number sign, baggage vehicle, baggage tag, arrivals lounge, a hire car, car keys, hotel receptionist, to expect, to attend, figures, to hop in, to lock, to save time, to freshen up, to confirm one's flight, engines are shut down,, to offload = to unload, destination, to waste. time, to label baggage, label tag, to clip label tags, arrivals terminal, to claim baggage, to deliver a message, ground staff, to clear formalities, to allow contacts, to pass through Customs.

II.TranslateintoEnglish:

снижаться, трап, отстегнуть ремни, стоянка, табло о номере рейса, тележка для багажа,бирка, зал прибытий, разгружать самолет, прикрепить бирку к багажу, наземный персонал, пройти таможенный досмотр.

III.Translate the following sentences:

We are.about to land. You may unfasten your seatbelt now. Passenger steps are positioned by the open aircraft door. Passengers began to disembark. A bus will take you to the terminal building. You'll collect your baggage and go through Customs formalities. You can see flight number sign over there. Produce your baggage tag now. I've got a message for you. They've left the car keys with the hotel receptionist. We're expected to attend the cocktail party tonight. The door isn't locked, hop in. Your flight to Rome has been confirmed. Don't worry,there's plenty of time to discuss this matter.

IV.Answer the following questions:

When do passengers unfasten their seatbelts? How do passengers get to the terminal after they disembark? Do passengers have to go through Customs formalities? How do you know where to pick up your baggage? Are there any signs? Who handles the baggage? How is the baggage brought to the terminal? What do passengers produce to claim their baggage? When is the baggage labelled? What is clipped to the baggage? When can the messages be delivered to passengers? What formalities do passengers have to clear? When is contact with the general public allowed?

V. Test. Translate the following sentences into English:

Вы уже отстегнули ремни? Трап стоит у открытой двери самолета. Пассажиры начнут выходить из самолета и вскоре будут доставлены к зданию аэровокзала. Вы можете взять свой багаж и пройти таможенный досмотр. Вы видите табло с номером рейса? Вот и тележка с багажом, приготовьте багажную бирку. У меня есть для вас сообщение от вашей компании. Вам оставили ключ от машины, вас ждут на конференции. Ожидают, что вы посетите эту конференцию. Дверь не заперта, входите, поедем. Не волнуйтесь, у вас много времени обсудить этот вопрос. Вы просмотрели свои документы? Вы не смогли отстегнуть ремни? Давайте я вам помогу сделать это. Трап будет стоять у самолета во-время. Пассажиры уже покинули самолет. Пассажиры, должно быть, покинули самолет. Пассажиры сейчас покидают самолет. Не забудьте взять сбой багаж. Вы взяли сбой багаж? Вы можете забыть взять сбой багаж. Вы должны пройти таможенный досмотр. Пассажиры сейчас проходят таможенный досмотр. Вы уже прошли таможенный досмотр? "Экипаж проходит таможенный досмотр? Экипаж должен проходить досмотр? Члены экипажа уже прошли досмотр? Вы подготовили бирку на багаж? Где она? Вам будет необходима багажная бирка. Не потеряйте багажную бирку. Вы не потеряли бирку? У вас есть для меня сообщение от моей компании? Вас будут ждать в гостинице. Вас ждали ваши представители. Меня ждет кто-нибудь? Кто ждет меня? Вам скажут, когда отстегнуть ремни. Вы можете отстегнуть ремни, мы скоро выполним посадку. Трап вскоре подадут к двери самолета. Трап уже подан?

VI. Act out dialogues on the following situations:

1.A passenger wonders how they handle all passengers’ luggage.

2.A client hasn't flown before, he wants to know how disembarkation is done.

3.A client is interested in your services.

READING AND COMPREHENSION

Immediately an aircraft's engines are shut down and the passengers begin to disembark, airline staff off load the baggage. This is another area of service where an airline can impress, or antagonize its customers. It is not much use flying at around 600 miles per hour to destination in a comparatively short space of time if the passenger hes to waste much of the time he Has gained waiting to fee reunited with his baggage. Each piece of baggage is labelled at check-in and the label tags are clipped to the wallet. When the baggage is brought into the arrivals terminal the passenger claims his cases and then goes through Customs. Messages can be delivered by airline ground staff to passengers before they have cleared these formalities. No contact with the general public is allowed until the passenger has passed through Customs and Immigration.

UNIT 11

COLLECTING CARGO

Dialogue

Next morning, Mis. Marshall finds he has a problem. The model of the oil refinery that had been sent by air freight to Bahrain for the conference has not arrived. Armed with the details from the air waybill, he goes to the airline's cargo depot at Bahrain airport.

Mr.Marshall: Good morning. I wonder if you can help me. I want a piece of air cargo that should have arrived on Friday.

Clerk: Certainly, sir. Can you give me some details - the air waybill number, the name of the consignee, and the time and place of ispatch?

Mr.Marshall: Yes, here are details of the waybill, which were given to me before I left London yesterday.

Clerk: And you say it hasn’t arrived yet? When did you last check with us?

Mr.Marshall: My colleague, Mr.Assif who is my company's representative here, has checked several times since Friday and tells me your people can’t give him any information.

Clerk: I'm very sorry you've had this trouble. I'll recheck immediately...

I'm sorry sir, your package doesn't appear on our import register. I can't imagine what can have happened to it.

Mr.Marshall: Does that mean you've checked every item in the warehouse?

Clerk: Practically every item, and certainly everything of this size. We haven't got much awaiting collection at the moment, so it wasn't a long job.

Mr.Marshall: But I must have this package. It's a valuable model and I need it for the oil conference. It can't have vanished into thin air. Really, I'm getting very annoyed.

Clerk: Yes, sir, of course. It's very upsetting, but if it's not here, I don't know where else I can look.

Mr.Marshall: Have you checked with London to see that it was actually dispatched? And what about your records here - do they show whether or not it actually arrived?

Clerk: I was told by a colleague who checked earlier that it had not arrived at all. We could signal London for dispatch information if you wish.

Mr.Marshall: Yes, that would be a very good idea.

Clerk: If we signal London we would probably get a reply later this morning. Perhaps I'd better have a word with the Duty Officer and see what he suggests.

Mr.Marshall: Yes, please, fetch the Duty Officer. We may get some action.

Duty Officer: Good morning, Mr.Marshall. I'm the Duty Officer. My clerk has explained your problem to me and I've already started a fresh search.

Mr.Marshall: Good. I must get this consignment.

Duty Officer: Of course, sir. I'm having the import register re-checked, the warehouse is being searched, and I have instructed one of my staff to signal London "urgent" for confirmation of dispatch from there.

Mr.Marshall: Thank you. Now perhaps we shall get somewhere.

Duty Officer: Ah, here comes the clerk who was searching the import register. I take it you confirm we have never received the consignment in Bahrain?

Second clerk: I'm sоrrу, sir, but someone seems to have slipped up. It did arrive. We booked it in off the freighter. I can't understand why you were told it hadn't arrived.

Duty Officer: So it's bee here all the time? I'll have something to say about this later.

Second clerk: It wasn't my fault, sir. I only came back off a week's leave this morning.

Duty Officer: All right, all right. What bin was it stored in?

Second clerk: The bin number seems to be missing, sir. I really don't know why.

Duty Officer: Heavens above! Can no one do a job properly here? I'm sorry, Mr.Marshall, but as you will have heard, your consignment is here but there's been a bit of a muddle in the paper work in the office.

Mr.Marshall: Well, at least we're making some progress. We do know it's in Bahrain - unless one of your staff has shipped it out again.

Duty Officer: Don't worry sir, I'm sure we'll lay our hands on it in a few moments, now that we know it's here. If you'll excuse me, I'll go down to the warehouse and see what progress they're making.

Mr.Marshall: Yes, please do - and see if you can hurry them up.

Duty Officer: Mr.Marshall, we're turning the place upside down, but we can't find a thing. We're still looking.

Mr.Marshall: It wouldn't surprise me if one of your staff had shipped it out again.

Duty Officer: Oh, no, sir. That couldn't happen. For one thing, the necessary documents can't be raised without a written instruction or an instruction for despatch form from the shipper himself. But you've given me an idea, sir. Please excuse me for a moment while I go and check something.

Mr.Marshall: I'm getting used to waiting.

Duty Officer: We've found it, sir. For some extraordinary reason it was stored in the export section instead of the import side, and no one had thought of looking there before.

Mr.Marshall: Well, thank goodness it's found. But how on earth could something like that happen?

Duty Officer: We're very short-staffed at the moment, and I'm afraid that after the initial error of documentation here, things just went from bad to worse.I'm very sorry for the trouble we've given you…A loader has taken it out to your car, and will put it in the boot for you. Please accept our apologies.

Mr.Marshall: Yes, of course. All's well that ends well. But there's one thing I can't help wondering - how long would my model have stayed in the export warehouse before someone found it?

Duty Officer: We'd have found it this afternoon when we loaded for the next departure.

Mr.Marshall: Well, that wouldn’t have bee too bad. Thank you again for your help Good-bye.

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