When Travel Goes Wrong: Delays, Lost Bags and Disputes

Everything in travel English is easy until something goes wrong. Then you need to describe a problem precisely, know what you are entitled to, and press for it without losing the room.

Describing what happened

Be specific and factual — vagueness gets vague answers.

• My flight has been cancelled.
• We've been delayed for four hours.
• My luggage hasn't arrived.
• I've missed my connection because of the delay.
• The room isn't what I booked — I booked a double, this is a single.
• I was charged for something I didn't use.

Note the present perfect throughout: the past event still matters now, which is exactly what it marks.

Asking what happens next

• What are my options?
• What happens now?
• Am I entitled to compensation?
• Who covers the cost of a hotel?
• Can you put me on the next flight?
• How long will it take?

"Am I entitled to…?" is the key phrase. It asks about your rights rather than asking a favour, and it changes the conversation.

Lost luggage

• I'd like to report a missing bag.
• Here's my baggage tag.
• It's a black suitcase with a red label.
• Where should it be delivered?
• What's the reference number?

Get the reference number and write it down. Everything afterwards depends on it.

Pressing without escalating

• I understand it's not your fault, but I do need this resolved.
• Could you check whether there's anything else available?
• Is there someone else I could speak to?
• Could I get that in writing, please?

Acknowledging that the staff member did not cause the problem keeps them on your side, which is practical rather than merely nice.

Getting it in writing

• Could you confirm that by email?
• Could I have that in writing?
• Could I have your name, please?

For anything you may later claim on — insurance, a refund, compensation — written confirmation is the difference between a claim and a story.

Test yourself

The quiz below is about phrasing that actually gets results.