Part V　Case Study—Emergency When Travelling

由于天气原因，航班不能按时起飞，推迟到晚上。但晚上 10 点航空公司宣布取消当日航班。游客情绪低落，大吵大闹十分不满，地陪导游员应如何处理？

1.地陪及时向游客说明情况，全力稳定游客情绪。

Explain the situation to the tourists and make every effort to comfort them.

2.立即落实第二天最早的航班班次，并安排行李等事项。

Book the earliest filght of the following day and make arrangements for luggage and other matters.

3.及时解决游客的食宿问题。

Deal with the accommodation of tourists in time.

4.通知游客第二天叫早、早餐及发车时间。

Tell the tourists when to get up,when to have breakfast,and when to depart on the next day.

5.提醒旅行社计调部门及时通知行程下一站。

Remind the travel agency and tour operator to notify the next destination.

★ Sample Dialogue—Flight Delays And Cancellations

Joe is now at Chengdu Shuangliu International Airport.Due to the bad weather,the flight will not take off on time and will be postponed to the evening.But at 10 p.m.,the airline announced that flights had been canceled for the day.Joe was very depressed and angry.The guide is calming him.

Cheng Yu:Joe,I’m sorry to tell you,the airport has just announced that 1.________________________________(由于能见度低，航班将推迟到晚上十点左右).

Joe:What? So,we have to wait at the airport for three hours? Does that happen often?

Cheng Yu:Not often.There may be occasional delays in this season.It’s already dinner time,so let me take you to eat something first.

Joe:Well,there’s no choice.Hope the weather will get better soon.

Cheng Yu:I hope so,too.

(In the departure lounge at 10 p.m.)

Cheng Yu:Joe,2.____________________________(很抱歉告诉你，由于天气原因，今晚航班取消了).

Joe:What? Flight canceled? I’ve been waiting for so long!

Officer:The plane is really not allowed to take off because of security concerns.Don’t worry.I’ll go and cancel the ticket right now and get your luggage.3._________________________________________(给您改签明天上午十一点的航班可以吗)？

Joe:Will this flight leave on time tomorrow? I can’t wait so long!

Cheng Yu:I think so.The weather will be fine tomorrow.4.____________________________________(我刚预订了机场附近的酒店).Let’s collect your luggage first,and then take you back to the hotel for rest.

Joe:Well,thank you.

Cheng Yu:The morning call is at 7:00 tomorrow morning,then you can have breakfast in the dining room.We set out for the airport at 7:40.

Joe:Thank you for your careful work.

Cheng Yu:You’re welcome.5.__________________________________(这是我应该做的，谢谢你的理解).

Work Sheet

Share results in your group or with your partners.