Part V　Case Study—Emergency When Travelling

一入境旅游团来华旅游，团队乘坐飞机抵达后，有游客发现自己的托运行李丢失，地陪导游员应如何处理？

1.地陪导游员应帮助游客积极寻找。

The local guide should help the tourist look for it.

2.陪同游客到车站失物招领处办理行李丢失手续，说清行李的件数、大小、特征等，填写失物登记表，并将在当地下榻饭店名称和电话号码告之以便联系。

Accompany the tourist to the lost-and-found office of the station,fill in the registration forms,and tell the amount,size and features of his luggage.Leave the address of the hotel and the tourist’s phone number for future contact.

3.如果找到行李，导游员应设法将行李交还失主。如果行李确实丢失，失主可持车票、托运行李单向承运人索赔。

If the luggage is found,it should be returned to the tourist.If the loss is confirmed,the tourist should claim for compensation with ticket and consigned baggage list.

★ Sample Dialogue—Reporting Missing Luggage

Joe Smith has just arrived at Chengdu Shuangliu International Airport.He goes to the Luggage Claim Hall to collect his luggage but his suitcase is missing.Cheng Yu is helping him find the missing luggage.

Cheng Yu:What happens,Mr.Smith?

Joe:I’m sorry,I couldn’t find my suitcase on the conveyor belt.Could you please help me?

Cheng Yu:Don’t worry.Let’s go to 1.___________________(机场失物招领处).They can help us.

Officer:Good morning,can I help you?

Cheng Yu:Good morning,sir.I am a tour guide.One of our vistors,Mr.Smith,lost his suitcase.We need your help.

Officer:Well,2.____________________(你能出示一下你的机票及行李标签吗)? I’ll check with the airliner.

Joe:Here you are.

Officer:I’m sorry.All the luggage of your flight has arrived.3.__________________(你能描述一下你的行李吗)? Is there any clear feature on your case?

Joe:It’s a small size dark blue suitcase and it’s got a white zip.There is a label on the handle with my name and address.

Officer:I see.4.__________________(请填写一下失物登记表).Maybe someone has taken your luggage by mistake.When we find it,we’ll inform you immediately.

Joe:Thank you.The suitcase is full of my important documents.Please contact me as soon as possible.

Officer:Don’t worry.Usually passengers who find get the wrong luggage will return soon.5.__________________(可以告诉我你们的联系方式吗)?

Cheng Yu:You can deliver the suitcase to Chengdu Jinjiang Hotel.Here is our hotel address and cellphone number.

Officer:No problem.I’m really sorry for this inconvenience we have brought you.If we have any information,we’ll let you know.

Joe / Cheng Yu:Thank you.

Work Sheet

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