旅行中的英语,只有在第一个问题出现之前才轻松。之后,你需要准确描述情况,清楚自己有什么权利,并在不破坏与工作人员关系的前提下争取到它。
如何描述发生的事
要具体、基于事实——含糊的描述只会换来含糊的答复。
- 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.
请注意这里的现在完成时:过去发生的事情,在此刻仍然重要——这正是这个时态想要表达的。
接下来该问什么
- 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…?» 是最关键的一句。它问的是你的权利,而不是在请求对方帮忙,这一点会改变整场对话的性质。
决定结果的几个词
航空公司和酒店行业使用非常精确的术语,用对词能替你省下一场争论:
| 术语 | 含义 |
|---|---|
| rebook / reroute | 改签到另一趟航班/路线 |
| refund | 退款 |
| voucher | 同一家公司的代金券——对你来说通常价值较低 |
| compensation | 为延误或取消本身支付的赔偿,与退款是两回事 |
| duty of care | 等待期间提供的餐饮和住宿 |
| out of pocket expenses | 你自己垫付、对方应当报销的费用 |
| no-show | 记录为你未到场——不要让自己被这样记录 |
有两点值得坚持:refund(退款)不是 voucher(代金券);compensation(赔偿)也不等于退款。工作人员有时会在你问的是另一件事时,主动提出其中一种作为答复。
行李丢失
- 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?
- Am I able to buy essentials and claim them back?
一定要拿到案件编号并记下来。 后续的一切都取决于这个编号。
在酒店
- The room isn't as described.
- There's no hot water. · The heating isn't working.
- It's directly above the bar — is there anything quieter?
- I was told breakfast was included.
- Could you move us? · Could someone come and look at it?
- I'd like this taken off the bill.
要立刻提出。在退房的最后一个早上才抱怨已经忍了三晚的问题,效果远不如在第一晚就提出。
施加压力但不失分寸
- 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?
承认问题不是工作人员造成的,能让他继续站在你这边——这是出于实用考虑,而不只是出于礼貌。
争取书面确认
- Could you confirm that by email?
- Could I have that in writing?
- Could I have your name, please?
对于日后要向保险公司、退款渠道或索赔部门出示的一切,书面确认能把"一个诉求"和"一段陈述"区分开来。
事后如何提出索赔
书面投诉有自己的一套固定表达:
I am writing to claim compensation for flight BA219 on 4 May, which was cancelled at short notice.
I was rebooked onto a flight 26 hours later and incurred hotel costs of £140. Receipts are attached.
Under the applicable regulations I believe I am entitled to compensation, and I would ask you to confirm within 14 days.
事实、日期、航班号、金额、证据、期限。不带情绪:处理投诉的人,眼睛就在找这六样东西。
趁证据还在眼前,把它们收集起来。 显示屏的照片、工作人员的姓名、案件编号、收据。当下这样做似乎有些多余,但三周之后,正是这些东西决定了索赔能否成功——而事后再想补上,已经来不及了。
航班取消后在柜台
A: I'm afraid the flight's been cancelled. We can put you on tomorrow morning's.
B: That works. Am I entitled to a hotel tonight?
A: We can offer a voucher for a hotel near the airport.
B: Thank you. And is that a rebooking, or would I also be entitled to compensation for the cancellation?
A: You'd need to claim that separately.
B: Understood. Could I have that in writing, and your name? Just for the claim.
接受了一个务实的安排,分清了两项不同的权利,并拿到了书面材料——全程没有提高音量。
自测
下面的测验考查的是那些真正管用的表达方式。