Delays and cancellations

It's important that you understand messages about flight problems whether you get them as text messages, emails or by going to the airline's website. Notice the structure of the sentences with has + been.

• Flight EA 654 to New Delhi has been delayed. It now departs at 5 p.m.

• Flight EA 762 to Cairo has been canceled.

Reasons for flight problems

Airlines usually give a general reason for a flight delay or cancellation. In written messages, they often use the phrase due to; but when you're speaking to an agent, because of is more common.

• Flight EA 762 to Cairo has been canceled due to maintenance issues.

• A: Excuse me. What's going on with my flight?
  B: I'm very sorry sir, but it has been canceled because of a security threat.

Explaining the situation

When your flight has been canceled, you need to contact an airline representative, either at the airport or on your phone, and explain your situation. They will need your name, flight number and a description of the problem.

• Hi. I'm Martina Lopez, and I was on Flight 745 to Houston, the one that was just canceled.

Rebooking a flight

Some airlines will automatically rebook you on a subsequent flight. Don't hesitate to push for a better option.

• A: We've rebooked you on the same flight tomorrow.
  B: That won't work. I have to be there tomorrow morning.

• A: OK. I have a couple of options that get you there tomorrow morning.
  B: Great. What are they?

Be sure to confirm the information before you end the conversation, and get the changed flight information sent to you in an email or as a new boarding pass.

• A: Let me make sure I got that right. It's EA 35 at 11 a.m.?
  B: Yes, that's right. I'm sending an email confirmation now.

We automatically ______ you on the same flight tomorrow.

• rebooked (True)
• canceled
• delayed

That won't ______. I have to be there tonight.

• make sure
• work (True)
• rebook

I have a couple of ______ to get you there tomorrow.

• options (True)
• reservations
• confirmations

Let me ______ I got that right.

• make sure (True)
• get you there
• get options

I'm sending the ______ email right now.

• canceled
• confirmation (True)
• option

WOMAN: My flight was canceled, and I need to rebook. My name is Ana Wong.

MAN: I'm so sorry. Let me see what options I have for you. I have a flight at 4:20, arriving at 8:35 p.m.

WOMAN: That's too late. I need to arrive by 6 o'clock for a business dinner.

MAN: Well, I have another flight that departs at 1:15 and arrives at 5:20 this evening.

WOMAN: That would be perfect.

47.jpg

48.jpg

49.jpg

Why is it a good idea to fly early in the day?

• You can sometimes get on a nonstop flight.

• Early flights are less likely to be canceled.

• You have more possibilities for changing flights. (True)

What's the first thing you should do if your flight is canceled?

• Call the airline quickly to rebook your flight. (True)

• Go to the nearest self-service rebooking kiosk.

• Follow the gate agent's directions to stand in line.

When should you get in line to rebook?

• after you have spoken with the airline

• before you call the airline to rebook

• while you are on the phone with the airline (True)

What is the best approach to get good service?

• get angry with the person, but don't
  yell

• be polite and understanding (True)

• be demanding and assertive

When are you more likely to get compensation from the airlines?

• when there is an air-traffic problem

• when there is a weather problem

• when there is a maintenance problem (True)

In tip 3, 'carry-on baggage' means ______.

• bags that cannot be wheeled along the ground

• bags that you take on the plane with you (True)

• bags that you carry to the gate and check in

In tip 4, 'inclement' means ______.

• pleasant or happy
• rough or severe (True)
• unpredictable

In tip 4, 'flooded with calls' means ______.

• they won't receive any calls

• they will have too many calls (True)

• they will have calls due to rain

In tip 5, 'kiosks' means ______.

• additional special gates near you

• small structures with computer screens (True)

• a place for snacks and sandwiches

In tip 6, 'isn't the fault of' means ______.

• is due to a mistake by

• wasn't caused by (True)

• is the responsibility of

In tip 7, 'compensation' means ______.

• something good offered as an apology (True)

• a written apology for your problem

• food that the airline gives to people

In tip 7, 'voucher' means ______.

• a receipt for payment for a service

• cash given to a customer by the agent

• a piece of paper to use as payment (True)