Activities

ROLE CARD A

MAKE CALL 1:

Call SEA Airlines and book a one-way business class ticket from Bombay to Hong Kong for Friday 7 May, any time. Note the flight information you are given.

TAKE CALL 2:

You are a clerk with SEA Airlines. There are two daily flights from Karachi to Singapore: SE 290 leaves at 09:45 and SE 291 at 14:25. From Singapore to Karachi there are three daily flights: SE 292 at 11:10, SE 293 at 14:45 and SE 294 at 17:10. Note any bookings you take.

ROLE CARD B

TAKE CALL 1:

You are a clerk with SEA Airlines. On Fridays, there is only one flight from Bombay to Hong Kong: SE 342 leaves Bombay at 07:00. Note any bookings you take.

MAKE CALL 2:

Call SEA Airlines and book a first-class return flight from Karachi to Singapore leaving on Tuesday 11 May in the afternoon and returning the following Tuesday (18 May) in the morning. Note the flight information you are given.

Clerk

Trans-Pacific, Michael speaking. May I help you?

Giovanni Brilli

Yes. I need to change a flight reservation.

Clerk

May I have your name and flight number, please?

Giovanni Brilli

Yes. My name is Giovanni Brilli. And the reservation is for flight TP 275 from Los Angeles to Rome on Friday.

Clerk

Ah, yes, I have that on the computer now. How would you like to change your reservation?

Giovanni Brilli

I'd like to leave on Saturday if possible, on the same flight.

Clerk

Let's see...The only seat available on that flight is in first class, I'm afraid.

Giovanni Brilli

Hm. First class is no good. Is the next flight full?

Clerk

The next available direct flight is on Sunday.

Giovanni Brilli

Sunday would be fine. Could you put me on that flight?

Clerk

Certainly, Mr Brilli.

Giovanni Brilli

Great. Could you just give me the flight details?

Clerk

Yes, of course. That's flight TP 275 from Los Angeles to Rome, departing Sunday 25 November at 22:30 and arriving Monday 26 November at 06:15. Your seat is confirmed.

Giovanni Brilli

OK. Thanks very much.

Clerk

You're welcome.

TAKING THE CALL

MAKING THE CALL

Asking about an existing reservation

Describing an existing reservation

May I have your name and flight number? Which flight are you booked on?

The reservation is for flight TP 275 from LA to Rome on Friday.

Asking what changes a caller wants

How would you like to change your

1 have a reservation for your 10:30 flight to Rome on Friday.

reservation?

Describing the changes you want

How did you want to change your booking?

When do you want to fly?

I'd like to leave on Saturday if possible, on the same flight.

I want to travel on a later flight on Friday.

Describing possible options

The only seat available on that flight is in first class.

Asking about possible options

Is the next flight full?

Is there another flight on Monday?

I could put you on a flight via New York and Frankfurt.

The next available direct flight is on Sunday.

Checking flight information

Could you just give me the flight details?

Could you repeat the flight details so I can make a note of them?