Unit 6. Changing flight reservations

SITUATION

Giovanni Brilli decides to extend his business trip to California in the hope of finalizing a new deal on Friday 23 November. This means delaying his return to Rome by one day. He calls Trans-Pacific Airlines to change his flight reservation.

DIALOGUE

Clerk	Trans-Pacific, Michael speaking. May I help you?
Giovanni Brilli	Yes. I need to change a flight reservation.
Clerk	May I have your name and flight number, please?
Giovanni Brilli	Yes. My name is Giovanni Brilli. And the reservation is for flight TP 275 from Los Angeles to Rome on Friday.
Clerk	Ah, yes, I have that on the computer now. How would you like to change your reservation?
Giovanni Brilli	I'd like to leave on Saturday if possible, on the same flight.
Clerk	Let's see...The only seat available on that flight is in first class, I'm afraid.
Giovanni Brilli	Hm. First class is no good. Is the next flight full?
Clerk	The next available direct flight is on Sunday.
Giovanni Brilli	Sunday would be fine. Could you put me on that flight?
Clerk	Certainly, Mr Brilli.
Giovanni Brilli	Great. Could you just give me the flight details?
Clerk	Yes, of course. That's flight TP 275 from Los Angeles to Rome, departing Sunday 25 November at 22:30 and arriving Monday 26 November at 06:15. Your seat is confirmed.
Giovanni Brilli	OK. Thanks very much.
Clerk	You're welcome.

KEY EXPRESSIONS

TAKING THE CALL	MAKING THE CALL
Asking about an existing reservation	Describing an existing reservation
May I have your name and flight number? Which flight are you booked on?	The reservation is for flight TP 275 from LA to Rome on Friday.
Asking what changes a caller wants How would you like to change your	1 have a reservation for your 10:30 flight to Rome on Friday.
reservation?	Describing the changes you want
How did you want to change your booking? When do you want to fly?	I'd like to leave on Saturday if possible, on the same flight. I want to travel on a later flight on Friday.
Describing possible options The only seat available on that flight is in first class.	Asking about possible options Is the next flight full? Is there another flight on Monday?
I could put you on a flight via New York and Frankfurt. The next available direct flight is on Sunday.	Checking flight information Could you just give me the flight details? Could you repeat the flight details so I can make a note of them?

ACTIVITIES

Exercise. Practise changing flight reservations, using the following flight information. Work in pairs using the role cards given below.

FLIGHT NO.	FROM – TO	DATE	TIME
SE257	Singapore-Hong Kong	3 May	10:25
AA 822	Honolulu-San Francisco	6 May	09:15
AR133	Buenos Aires-Lima	11 May	15:45
GB102	London-Glasgow	17 May	12:30

ROLE CARD A MAKE CALL 1: Call SEA Airlines and change your reservation (SE 257) to a later flight the same day. TAKE CALL 2: You are a clerk at AmAir. AA 822 is a daily 09:15 flight. There are seats available on 5 May. MAKE CALL 3: Call Anna Airlines and change your reservation (AR 133) to 14 May. TAKE CALL 4: You work for GB Air. You have seats available in all classes on flight GB 102 on 17 May.

ROLE CARD B TAKE CALL 1: You are a clerk at SEA Airlines. There are seats available on flight SE 267 leaving Singapore for Hong Kong at 15:50 on 3 May. MAKE CALL 2: Call AmAir and change your reservation (AA 822) to 5 May. TAKE CALL 3: You are a clerk at Anna Airlines. Flight AR 133 is a daily 15:45 flight. There are seats available on 14 May. MAKE CALL 4: Call GB Air and change your reservation (GB 102) to a first-class seat.

Дата добавления: 2015-08-05