Part V　Case Study—Emergency When Travelling

导游员接待一个美国旅游团，按计划今晚将去大戏院观看舞台剧《哈姆莱特》。 其间，部分游客要求观看川剧《白蛇传·金山寺》，导游员应如何处理？

1.如果时间允许，可请旅行社给予调换。

If time allows,ask the travel agency to exchange the show.

2.如果无法安排，导游员要耐心解释，明确告知剧票已订好，不能退换，请他们谅解。若这部分游客坚持看京剧，导游员应协助他们退票，但费用自理。

If the request can’t be met,explain to tourists that once the tickets have been booked,it is nonexchangeable and nonrefundable.If tourists insist,help them book the opera tickets,but the cost should be born by tourists themselves.

3.与司机商量，如果顺路，尽量为少数旅游者提供方便。如果是两个不同方向，则应为他们协调安排车辆，但费用自理。

Talk with the driver and provide convenience for tourists if the two spots are in the same direction.If not,arrange a vehicle for them and the cost should be on their own.

★ Sample Dialogue—Dealing with Exchanging A Show

According to the internery,the tourist is supposed to watch an English play called Hamlet,but the tourist asked to watch the classic Sichuan Opera play The Legent of White Snake and Jinshan Temple.The tour guide Cheng Yu is dealing with the situation.

Joe:Hey,Cheng Yu.What are we going to do tonight?

Cheng Yu:We are going to watch an classic English show tonight at an opera house.

Joe:What show are we going to watch?

Cheng Yu:The classic Shakespear’s play Hamlet.Have you ever watched it before?

Joe:Yes,I’ve watched it twice.I’ve heard that The Legend of White Snake and Jinshan Temple is one of the classic plays in Sichuan Opera,so can I go to watch this show?

Cheng Yu:Oh,1.__________________________(我需要联系一下旅行社) to see if we can exchange it.

Joe:Thank you very much.

Cheng Yu:Joe,I am so sorry that we can’t exchange the show because 2._____________(票已经预定好了) and can’t be cancelled.

Joe:3.__________________________(太遗憾了)!

Cheng Yu:If you still want to watch the Sichuan Opera play,we can arrange it for you,but you have to 4.__________________________(自己购买票).

Joe:That would be good.Thank you.

Cheng Yu:And we can arrange a car for you if you need,but you have to pay for the fare.

Joe:Thank you so much.That would be better if you could arrange a car for me.

Cheng Yu:5.__________________________(不客气).

Work Sheet

Share results in your group or with your partners.