Study the picture and answer the questions

1.

2.

Study the picture and
answer the questions
What do you see?
What do we call this place in an
airport?
Have you ever experienced your
baggage not being on the carousel
after a flight?
Did you notice any damage to your
suitcase or bag when you collected
it from the baggage carousel?
Where do we go to report lost or
damaged luggage?

3.

Match the words with their correct descriptions
Airline
The labels or tags that are placed on
luggage to identify who it belongs to.
Luggage /
baggage
The company with which travellers have
booked their air travel or flights.
Hand luggage
The suitcase or bag a traveller can keep
with them and carry onto an aircraft.
Luggage
stickers /
tags
People’s suitcases or bags that are stored
in the plane's cargo area during the flight.
Baggage
carousel
The moving belt at an airport
which delivers checked-in luggage
to passengers.

4.

Match the places in the airport with the correct pictures
Check-in
counter
Lost baggage
counter
Security
checkpoint
Airplane
boarding gate

5.

Conversations at the airport
Indicate the place where each of the
following conversations are taking place:
Assistant: Good day. Are you flying to
Rome today?
Passenger: Yes, I am. Here are
my passport and ticket.
Assistant: Thank you. How many pieces of
luggage do you want to check in?
Passenger: Two suitcases, please.
Place: Check-in counter

6.

Conversations at the airport
Indicate the place where each of the
following conversations are taking place:
Assistant: Good day. Please place your bag on the conveyor
belt to be scanned. If you are carrying a laptop, please
remove it and put it in one of the smaller trays.
Passenger: What about my wallet and keys?
Assistant: Place them in one of the
smaller trays to be scanned.
Place: Security checkpoint

7.

Conversations at the airport
Indicate the place where each of the
following conversations are taking place:
Assistant: Good day. How may I help you?
Passenger: I couldn’t find my
suitcase on the baggage carousel.
Assistant: I apologise for the inconvenience. Can I
have your flight ticket and luggage sticker, please?
Passenger: Sure, here you go.
Place: Lost baggage counter

8.

Conversations at the airport
Indicate the place where each of the
following conversations are taking place:
Assistant: Good day. Flight 777 to Rome is now boarding.
Please have your boarding passes and passports ready.
Passenger: Can economy class
passengers start boarding?
Assistant: Currently, only first and businessclass passengers are allowed to board. Please
take a seat in the waiting area for now. We will
notify you when boarding for all our economy
class passengers starts.
Place: Airplane boarding gate

9.

Read and practice: Lost baggage
Assistant: Good day. How can I help you?
Passenger: I can’t find my suitcase! I checked in
two bags, but only one arrived on the carousel.
Assistant: I apologise for the inconvenience. May I
please see your boarding pass and the luggage
sticker for the missing suitcase?
Passenger: Yes, here it is.
Assistant: Thank you. Please describe to
me what your suitcase looks like.
Passenger: It is a big black suitcase, with
wheels and a red name tag.

10.

Read and practice: Lost baggage
Assistant: Ok, thank you for the information. Please
complete this form and list your address for the next
two days. Also, include your phone number and the
hotel’s number on the form.
Passenger: How long does it usually
take for lost baggage to be found?
Assistant: In most cases, lost baggage arrives
within 24 - 48 hours. We will deliver it to your
hotel at no cost as soon as we have retrieved it.
Passenger: Thank you for your assistance.

11.

Unscramble the conversation: Lost baggage
Passenger: I can’t find my suitcase! I checked in two bags, but
only one arrived on the carousel.
2
Passenger: Yes, here it is.
4
3
Assistant: I apologise for the inconvenience. May I please see your
boarding pass and the luggage ticket for the missing suitcase?
5
Assistant: Thank you. Please describe to me what your suitcase
looks like.
Passenger: It is a big black suitcase, with wheels and a red name
tag.
1
Assistant: Good day. How can I help you?
6

12.

Unscramble the conversation: Lost baggage
Passenger: How long does it usually take for lost baggage to be
found?
8
9
Assistant: In most cases, lost baggage arrives within 24 - 48 hours.
We will deliver it to your hotel at no cost as soon as we have
retrieved it.
7
Assistant: Ok, thank you for the information. Please complete this
form and list your address for the next two days. Also, include your
phone number and the hotel’s number on the form.
Passenger: Thank you for your assistance.
10

13.

Read and practice: Damaged baggage
Assistant: Good day. How can I help you?
Passenger: I want to report a
damaged suitcase, please.
Assistant: I apologise for the inconvenience.
How was the suitcase damaged?
Passenger: I am not sure, but it is
drenched in oil. Here, take a look.

14.

Read and practice: Damaged baggage
Assistant: Oh, I see. Please may I have your
boarding pass and luggage sticker?
Passenger: Sure, here you go.
Assistant: Please complete this baggage claim
form for me now. Please keep your boarding pass
and luggage sticker, as the airline will contact you
this week with more information to finalise your
claim.
Passenger: Thank you very much. I
appreciate your assistance.

15.

Fill in the missing words: Damaged baggage
Assistant: Good day. How can I help you?
Passenger: I want to report a damaged
suitcase, please.
Assistant: I apologise for the inconvenience
. How was the suitcase
damaged?
Passenger: I am not sure, but it is drenched in oil. Here, take a look.
Assistant: Oh, I see. Please may I have your boarding pass
and
?
luggage sticker
Passenger: Sure, here you go.
Assistant: Please complete thisbaggage claim form
for me now. Please keep
your boarding pass and luggage sticker, as the airline will contact you this
claim
week with more information to finalise your
.
Passenger: Thank you very much. I appreciate your assistance
.