Dialogue 1 : Au transfer desk
You: Excuse me, I have a connecting flight to Madrid. Where do I need to go?
Agent: May I see your boarding pass, please?
You: Here it is. My flight is IB3173 at 14:25.
Agent: OK, your gate is B22. You need to go through security check first. Follow the purple signs to Terminal 5.
You: How long will it take to reach the gate?
Agent: Approximately 20 minutes. Boarding starts at 13:50.
You: Do I need to collect my baggage?
Agent: No, your luggage is checked through to Madrid.
You: Thank you very much!
Dialogue 2 : Correspondance ratee
You: I just missed my connection to Rome because my first flight was delayed.
Agent: I am sorry. What was your flight number?
You: AZ319 at 17:40. Can I be rebooked on the next flight?
Agent: The next available flight is tomorrow at 07:15.
You: Will I need to pay extra?
Agent: No, the rebooking is free.
You: Am I entitled to a hotel voucher?
Agent: Yes, here is your voucher for the airport hotel.
Dialogue 3 : Bagage perdu
You: Excuse me, my suitcase did not arrive on the baggage belt.
Agent: I am sorry. May I have your baggage tag number, please?
You: Here it is: BA123456.
Agent: Can you describe your suitcase?
You: It is a medium black Samsonite with a red ribbon.
Agent: I will file a Property Irregularity Report. What is your local address?
You: Hilton Madrid, Calle Atocha 123.
Agent: If we find it within 24 hours, we will deliver it free of charge.
Dialogue 4 : Securite
Officer: Please place your liquids, laptop and belt in the tray.
You: Do I need to take off my shoes?
Officer: Yes, please. Walk through the scanner.
You: Can I keep my phone in my pocket?
Officer: No, place it in the tray as well.
You: My connecting flight leaves in 30 minutes. Is there a fast track?
Officer: Yes, please follow me to the priority lane.
Regle d'or : En situation de stress, parlez LENTEMENT et SOURIEZ. L'agent sera plus enclin a vous aider et a ralentir son debit de parole.