Travel Problems: Complaints & Solutions
In this unit, students practice real-life travel problems: delays, lost items, booking mistakes, and refunds. The focus is on polite complaints, negotiating solutions, and completing role-plays at an information desk, airline counter, or hotel reception.
SWBAT (Objectives)
- Make a polite complaint and explain a problem clearly (what happened + what you need).
- Ask for solutions and negotiate options (refund, exchange, rebooking, compensation).
- Use functional phrases for travel delays, lost items, and refunds.
- Complete a role-play using calm tone, clarifying questions, and agreement language.
Useful Language (Complaint → Solution)
• Excuse me, I’m afraid there’s a problem.
• I’d like to make a complaint about ___.
• I’m sorry, but this isn’t what I booked.
• Could you help me, please?
• My flight/train has been delayed for ___.
• My bag hasn’t arrived / it’s missing.
• The room is noisy / dirty / smaller than expected.
• I paid for ___, but I received ___.
• Can you rebook me on the next flight/train?
• Could I get a refund / exchange, please?
• Is there any compensation for the delay?
• What are my options?
• That sounds good. / That works for me.
• Could you do it today, if possible?
• I understand. However, I really need ___.
• Could we meet in the middle?
• Thank you for your help.
• Could you confirm that in writing/email?
• When will it be ready / delivered?
• Who should I contact if there’s another problem?
Situation Cards (Choose One)
Your train is delayed 90 minutes. You will miss a connection. You need a new ticket or a refund.
Your suitcase hasn’t arrived. Describe it, give flight details, and ask what happens next.
Your room is not what you booked (noise, wrong bed, no window). Ask to change rooms or get a discount.
You bought a ticket, but your schedule changed. Ask if a refund or change is possible.
Role-Play (Pairs)
- Explain the problem clearly (what happened).
- Ask for a solution (rebook, refund, discount, help).
- Negotiate politely if the first answer isn’t good.
- Ask clarifying questions (booking info, time, details).
- Offer 2 options (best option + alternative).
- Use polite language and confirm next steps.
- Polite opening + clear problem statement
- At least 2 solution requests
- At least 1 negotiation sentence (“However…”, “Could we…?”)
- Clear agreement + closing
Negotiation Skills (B1 Level)
“I need to arrive by 6pm.”
“I paid extra for a window room.”
“If a refund isn’t possible, could I change the date?”
“Could you upgrade me instead?”
“I understand. However…”
“Thanks for explaining. Could you…?”
Exit Ticket (5 minutes)
- Write a 2–3 sentence complaint about a delay or lost item.
- Write 2 solution requests (refund, rebook, discount, compensation).
- Write 1 negotiation sentence using however or could we….
Homework
- Writing: write a short complaint email (120–160 words) about a travel problem. Ask for a solution.
- Speaking: practice one role-play and record 60–90 seconds (complaint + solution).
- Vocabulary: learn 15 words (delay, refund, receipt, compensation, reservation, etc.).