Unit 11 Lost Ticket and Refund. Part One: Warming-up 1. Do you think that the airlines will be lenient to replace or refund the passengers lost ticket?

上海交通职业技术学院

《民航服务英语口语教程》

Unit 11 Lost Ticket and Refund

Part One: Warming-up

1. Do you think that the airlines will be lenient to replace or refund the passenger’s lost ticket?

2. If so what requirements should be met?

Some points for lost tickets

According to the rule the airline has the option of offering the passenger the replacement ticket or a refund. The passenger, however, by no means demands the airlines to do that. The passenger is required to purchase his new ticket for his further journey if he does not provide sufficient proof to his lost ticket. Upon finding the lost ticket after the receipt of the replacement or refund, the passenger must immediately attach the ticket to the copy of the application and send it to the Refund Services. After receiving the application from the passenger the agent should carefully check the form, and then immediately send the message to the relevant department to guard against the fraudulent use of the ticket.

Some tips for processing the replacement or refund of the lost ticket:

1. Verify some points about the ticket by checking the passenger’s passport and reservation record

Passenger’s name Flight number When and where to purchase the ticket Ticket number 2. Ask PAX to fill in the Application and Indemnity Agreement

For Replacement/ Refund of Lost Ticket and remind him to reimburse the airlines for its loss because of the fraudulent use of the lost ticket

3. Give the form to the manager and have it countersigned 4. Replace the ticket or make the refund for the passenger

Ticket Refund

If a domestic passenger is unable to take the flight due to his own fault, he may request a refund within the validity of the ticket. Such a refund called a voluntary refund, however, is subject to a certain amount of cancellation fee. If he (excluding group passengers) asks for refund within 24 hours but before 2 hours ahead of flight departure, the cancellation fee is 10% of the original fare; if the refund is requested within 2 hours before flight departure, the cancellation fee is 20% of the original fare.

But for an international passenger who asks for a refund, a certain amount of cancellation fee will be deducted from the total fare of the unused ticket. Such a refund can only be made at the place where the ticket was bought or another place approved by the airline.

Part Two :Dialogues

Dialogue A Replacement of Lost Ticket

Dialogue B Refund for Domestic Flight

Dialogue C Refund for International Flight

Useful Expressions

Dialogue A I’m one hundred percent sure that Process the replacement Correspond with Fulfill your request I will hold your airlines harmless. You should reimburse Air China for any loss or dama

ge it may sustain.

Useful Expressions

Dialogue B Identity card Pay a certain amount of cancellation fee Ask for a refund within 2 hours ahead of flight

departure Go through the check-in procedure Refundable Fill in the refund form

Useful Expressions

Dialogue C A return ticket I will use the first part and left the return portion

unused. Recalculate the fare Total amount The round trip fare The remaining value Fraudulent/ countersign

Summary

the issue of replacement ticket to process the replacement to fulfill one’s request to sustain the loss or damage to guard against fraudulent use and refund

to verify some of the findings to request the refund

Match

( )1. The lost ticket can be refunded…

( )2. Refund will not be processed… ( )3. I shall verify my findings… ( )4. A service charge of $100 USD

per ticket will be imposed ( )5. The undersigned will

reimburse… ( )6. The airline is not responsible

for… ( )7. Lost Ticket Report will soon be

transmitted… ( )8. The passenger whose name is

designated in the ticket can only obtain…

( )9. To request a refund of a unused paper ticket, you should send…

( )10. All refund procedures and change regulations are set…

a. in order to guard against fraudulent use and refund

b. by the airlines according to their tariffs

c. tickets presented for transportation or refund by other than the true owner

d. the refund of a lost ticket e. the actual ticket and a letter

explaining your reason why this ticket should be refunded along with your name and address to the airlines refund department

f. in the office where the ticket was purchased

g. the airlines for any loss or damage it may sustain because of the use of the unused portion for the transportation or refund

h. unless the complete number of the lost ticket is entered

i. for handling the refund of a lost ticket

j. by checking some of the points before processing the refund

Part Three : Language Practice

Before you start processing the refund/replacement of the lost ticket you’re responsible to verify some of the facts which may be of help to

your handling of the lost ticket. You should obtain:

1. Passenger’s personal information: his name, address, telephone number and the city or state/zip

2. Lost ticket information: when and where to purchase the ticket; ticket number; date of issue; form of payment; amount paid.

3. Original(Lost) ticket: flight number; from…to…; flight date; amount paid; form of payment.

4. The ticket is missing for which reason: customer lost the ticket; airline personnel lifted flight coupon in error; customer did not receive ticket by mail from travel agency; ticket was stolen.

Learn the following expressions and the model dialogue to

create the similar dialogue with the situations given below:

I wonder if you could tell me… I hope you don’t mind me asking, but I’d like to

know… I’d like to clarify some points. I wonder if you could… I wish to verify my findings by… What you said is not consistent with the facts. Could

you tell me a bit more about…? Sorry to press you, but could you tell me about… Sorry, that’s not quite what I meant, what I really

wanted to know was…

Model Dialogue:

I’m terribly sorry, sir, that I lost my ticket to Los Angeles. Is there any possibility of me getting a refund from your airline? I’m totally aware that it will add great trouble to your work.

A: It certainly is! Well, whatever happens we’ll clarify some points. P: Sure. A: May I know your name? P: Martin King is my name. A: Have you brought your passport, Mr. King? P: Yes. Here you are. A: Good. I hope you don’t mind my asking, but I’d like to know when

and where you purchased your ticket, Mr. King? According to the rule the ticket can only be refunded where you bought.

P: Oh really? Er…That’s two weeks ago, 21st of June, Monday I remember. Right here in your office. Exactly.

A: So you planned a trip to…

Model Dialogue:

P: Los Angeles as I mentioned. I paid USD850 for it by cheque. A: Do you know the flight number and its departure time? P: NW5478, I suppose. It leaves this Friday, 3:25 tomorrow aftern

oon. A: Have you ever noticed the ticket number, Mr. King? P: Oh, sorry. I don’t remember! A: Well, Mr. King, you’ve provided sufficient information for us to

establish your lost ticket number. But still I’d like to verify my findings by checking the reservation record. Please wait a moment. … Good, Mr. King. It proves that your statement is consistent with my findings. Here is Lost Ticket Refund Application And Indemnity Agreement. Please read it carefully and sign if it is acceptable to you. We’ll make a refund after our manager countersigns it.

Situational Practice

Situation 1

Lora Lee has had her ticket stolen. She requests a refund from Northwest Airlines

The stolen ticket information: NW5984 from Los Angeles to Beijing Purchased in Northwest Airlines LAX Office on August 5, 2003 Ticket fare: $578 paid by check Ticket number: 012 2133406670

Personal information: Lora Lee, female, fashion designer Address: #201,455 Buena Vista Avenue CA94501 USA Passport number: 564082 Tel: 510-814-8229

Situation 2

Mr. Hu Jun lost his wallet which contains some money and his flight ticket from Shanghai to Tokyo. As his journey draws near he requests the replacement of the lost ticket from Air China.

The lost ticket information: CA929 from Shanghai to Tokyo departing at 4:50p.m. on Sept. 20th Purchased in Air China Shanghai Office on Sept. 15, 2003/8/5 Ticket fare: CNY3258 paid in cash Ticket number: 999 4400190296

Personal information: Mr. Hu Jun, male, teacher Address: #1206, 16 Building, 978 Shan Xi Road, Shanghai 200056 Passport No.: 906795

Part Four Communication Activity

Passenger: You will fly from Shanghai to Guangzhou for a business talk today. You bought a ticket on Flight MU5379 for CNY1200 a week ago. As you are about to board the flight you receive a phone call from your boss that a Guangzhou talk has just been cancelled because of the outbreak of SARS. You, therefore, go to the ticket counter to ask for a refund of the ticket.

Agent: You receive a passenger who requests the refund of his ticket. You check his ticket and other travel document and decide that the ticket is refundable but cancellation fee must be charged because the refund is requested within 2 hours before flight departure. Please explain the airline’s refund rule to your passenger and process the refund.

上海交通职业技术学院

《民航服务英语口语教程》

Thank you for your listening!

Presented by Gao Feng