Why This Vocabulary Matters
Most trips go well — but when something goes wrong, you need English quickly: a cancelled flight, a missing suitcase, a hotel room that isn't ready. This lesson gives you the words to understand what's happening and the phrases to solve the problem politely.
At the Airport
| Word | Meaning |
|---|---|
| check-in (desk / online) | where you show your ticket and leave bags |
| boarding pass | the document you need to get on the plane |
| carry-on (bag) / hand luggage | the bag you take on the plane |
| checked bag / checked luggage | the bag that goes under the plane |
| security (check) | where they scan your bags and you |
| gate | where you get on the plane |
| boarding | getting on the plane |
| departures / arrivals | leaving / coming |
| delayed | later than planned |
| cancelled | will not happen |
| connection / connecting flight | your second flight |
| layover / stopover | the time between two flights |
| baggage claim / carousel | where you collect your bags |
| customs | where officers check what you bring into the country |
Understanding announcements
- "Flight AC 855 to London is now boarding at gate 32."
- "We regret to announce that flight 204 has been delayed due to bad weather. The new departure time is 18:40."
- "This is the final call for passenger Kowalski travelling to Warsaw." (= Go to the gate NOW!)
- "Please keep your belongings with you at all times."
At the Hotel
| Word | Meaning |
|---|---|
| reservation / booking | the room you reserved |
| to check in / check out | to arrive and get the key / to leave and pay |
| reception / front desk | where you check in |
| single / double / twin room | one bed / one big bed / two beds |
| key card | a plastic card that opens the door |
| amenities | useful things: Wi-Fi, gym, pool |
| late checkout | leaving later than the normal time |
| deposit | money the hotel holds in case of damage |
Useful requests
- I have a reservation under the name Petrova.
- Is breakfast included?
- What time is checkout?
- Could I have a late checkout, please?
- Could you store my luggage until this afternoon?
- What's the Wi-Fi password?
When Things Go Wrong
Flight problems
- My flight has been cancelled. What are my options?
- I missed my connection because the first flight was late.
- Can you rebook me on the next flight?
- Am I entitled to a meal voucher / a hotel / compensation?
- Could I get a refund?
Lost or damaged luggage
- My suitcase didn't arrive. / My bag is missing.
- Where can I report lost luggage?
- My suitcase is damaged — the handle is broken.
- Here's my baggage tag. (the sticker with the number)
- Could you deliver it to my hotel when you find it?
Hotel problems
- There's a problem with my room. The air conditioning isn't working.
- The room is very noisy. Could I change rooms?
- The room hasn't been cleaned.
- I booked a double room, but this is a twin.
- There's been a mistake on my bill — I didn't order room service.
How to Complain Politely
The formula: polite start + the problem + what you want.
- Excuse me, I'm sorry to bother you, but the shower isn't working. Could someone take a look at it?
- I'm afraid there's a problem with my booking. Would it be possible to...?
- I understand it's not your fault, but I need to get to Toronto tonight. What can you do for me?
Stay calm, give facts (flight number, room number, booking name) and ask for a specific solution.
Example Dialogue: A Missed Connection
Passenger: Excuse me. My flight from Madrid landed late, and I missed my connection to Calgary. Agent: I'm sorry to hear that. Can I see your boarding pass? Passenger: Here you are. Agent: OK. The next flight to Calgary is at 7:15 tomorrow morning. I can rebook you on that one. Passenger: Is there nothing tonight? Agent: I'm afraid not. It's fully booked. But because the delay was our fault, we'll give you a hotel voucher and a meal voucher. Passenger: OK, thank you. And will my checked bag go to Calgary automatically? Agent: Yes, it will be transferred to your new flight.
Common Mistakes
- "My flight is late of two hours." → My flight is two hours late. / ...is delayed by two hours.
- "I lost my flight." → I missed my flight.
- "The luggages" → luggage / baggage are uncountable: my luggage, two bags, two pieces of luggage.
- "I want to change my room!" (sounds rude) → Would it be possible to change rooms?
Practice Tips
- Listen to real airport announcements online and write down the flight number, gate and time.
- Prepare three polite complaints for a hotel: a noise problem, a cleaning problem and a billing problem.
- Role-play a missed connection with a friend: one person is the passenger, the other is the airline agent.