Урок 50 (B1): Решение проблем в путешествии

В предыдущем уроке мы изучили языковые средства для проведения эффективных презентаций и публичных выступлений на английском языке. Сегодня мы обратимся к еще одной важной практической теме — как решать проблемы, возникающие во время путешествий, используя английский язык.

Путешествия могут быть увлекательными и расширять кругозор, но иногда возникают непредвиденные ситуации: отмененные рейсы, потерянный багаж, проблемы с бронированием отеля или необходимость получить медицинскую помощь. В таких ситуациях особенно важно уметь четко объяснить проблему и найти решение на английском языке, особенно если вы находитесь в стране, где английский является основным или международным языком общения.

Изучение языковых аспектов решения проблем в путешествии поможет вам:

• Уверенно общаться в стрессовых ситуациях
• Эффективно объяснять проблемы и запрашивать помощь
• Понимать инструкции и предлагаемые решения
• Отстаивать свои права как путешественника

🎯 Цель урока: Освоить ключевые языковые конструкции, грамматические формы и специализированную лексику для эффективного решения проблем в путешествиях, разобрать диалоги для различных проблемных ситуаций и научиться адаптировать их под собственные нужды.

📚 Грамматика: модальные глаголы для решения проблем

🔍 Выражение необходимости, возможности и запроса помощи

Модальные глаголы играют ключевую роль при решении проблем, поскольку они помогают выражать необходимость, возможность, просьбы и предложения. Рассмотрим, как различные модальные глаголы используются в контексте путешествий.

Must / Have to / Need to для выражения необходимости

Ситуации использования: Когда вам необходимо что-то сделать для решения проблемы

Примеры:

• "I must find my passport before the flight."
• "You have to fill out this form to report lost luggage."
• "We need to contact the airline about our cancelled flight."
• "They must give us a refund according to their policy."

Can / Could для выражения возможности или запроса

Ситуации использования: Для вежливых просьб о помощи или обсуждения возможных решений

Примеры:

• "Can you help me find the nearest embassy, please?"
• "Could you check if there are any other flights today?"
• "Can I change my reservation to a different date?"
• "Could you speak more slowly, please? My English isn't very good."

May / Might для выражения вероятности

Ситуации использования: Когда обсуждаете возможные причины проблемы или потенциальные решения

Примеры:

• "The flight may be delayed due to bad weather."
• "Your luggage might have been sent to another destination."
• "There may be a problem with your credit card."
• "We might need to stay an extra night if we can't get a flight today."

Should / Ought to для рекомендаций и советов

Ситуации использования: Когда даете или получаете советы о том, как лучше решить проблему

Примеры:

• "You should call your embassy immediately if you've lost your passport."
• "We should arrive at the airport earlier next time."
• "You ought to make a copy of all important documents before traveling."
• "They should compensate us for the inconvenience."

Would / Will для запросов и обещаний

Ситуации использования: Для очень вежливых просьб или когда обсуждаете будущие действия по решению проблемы

Примеры:

• "Would you mind if I spoke to your manager?"
• "Would it be possible to get a different room?"
• "The airline will provide accommodation if the flight is cancelled overnight."
• "I would like to file a complaint about the service I received."

🔍 Упражнение на модальные глаголы

Заполните пропуски подходящими модальными глаголами (must, have to, need to, can, could, may, might, should, would, will):

1. "Excuse me, __________ you tell me how to get to the American Embassy?"
2. "I'm sorry, but you __________ fill out this form before we can process your refund."
3. "The train __________ be late due to technical issues."
4. "__________ I see your passport and visa, please?"
5. "You __________ book another flight as soon as possible."
6. "__________ you mind helping me with this heavy suitcase?"
7. "We __________ stay at the airport hotel if our connecting flight is cancelled."
8. "You __________ have checked the visa requirements before traveling."
9. "The hotel receptionist told me I __________ pay an additional fee for early check-in."
10. "I __________ like to change my seat assignment, please."

📚 Грамматика: условные предложения для проблемных ситуаций

🔍 Использование условных предложений в контексте путешествий

Условные предложения особенно полезны при обсуждении проблем, их причин и возможных решений. Они помогают строить гипотезы и планировать действия в различных ситуациях.

Zero Conditional: общие правила и процедуры

Структура: If/When + Present Simple, Present Simple

Ситуации использования: Для описания общих правил, процедур и неизбежных последствий

Примеры:

• "If you lose your passport, you need to contact your embassy."
• "When flights are cancelled, the airline provides alternative transportation."
• "If your luggage doesn't arrive, you receive compensation after 21 days."
• "If you miss your connecting flight, you have to speak with the airline representative."

First Conditional: реальные проблемы и решения

Структура: If + Present Simple, will/can/may + Verb

Ситуации использования: Для обсуждения реальных проблем, которые могут возникнуть, и их решений

Примеры:

• "If we don't find our reservation, we will call the booking agency."
• "If the hotel is full, we can stay at the alternative location."
• "If you show them your boarding pass, they will let you through security."
• "If the weather improves, our flight will depart on time."

Second Conditional: гипотетические ситуации

Структура: If + Past Simple, would/could/might + Verb

Ситуации использования: Для обсуждения маловероятных или гипотетических ситуаций и их возможных последствий

Примеры:

• "If I spoke better English, this situation would be easier to resolve."
• "If we had travel insurance, we could claim compensation."
• "What would you do if you lost all your documents while traveling?"
• "If the airline offered us vouchers, we might accept them instead of a refund."

Third Conditional: анализ прошедших ситуаций

Структура: If + Past Perfect, would/could/might + have + Past Participle

Ситуации использования: Для обсуждения ситуаций, которые произошли в прошлом, и их гипотетических альтернативных исходов

Примеры:

• "If we had checked the flight status earlier, we would have known about the cancellation."
• "If I had brought my insurance document, I could have filed a claim immediately."
• "If you had confirmed your reservation, they wouldn't have given your room to someone else."
• "If the taxi had arrived on time, we wouldn't have missed our flight."

🔍 Упражнение на условные предложения

1. Завершите предложения, используя правильную форму условных предложений:

a) (Zero Conditional) "If you leave your baggage unattended at the airport, ________________________."

b) (First Conditional) "If our flight is delayed by more than three hours, ________________________."

c) (Second Conditional) "If I were in your situation, ________________________."

d) (Third Conditional) "If we had followed the correct GPS directions, ________________________."

e) (First Conditional) "If you don't have your boarding pass, ________________________."

f) (Second Conditional) "What would you do if you ________________________?"

g) (Zero Conditional) "When passengers miss their connecting flights, ________________________."

h) (Third Conditional) "If the hotel had confirmed our reservation, ________________________."

2. Преобразуйте предложения в указанный тип условного предложения:

a) "I don't speak Spanish, so I can't ask for directions." (Second Conditional)

b) "We didn't check the visa requirements, so we had problems at the border." (Third Conditional)

c) "If the weather is bad, flights are often cancelled." (First Conditional with tomorrow's flight)

d) "You should always keep your passport in a safe place." (Zero Conditional with "if")

📚 Лексика: типичные проблемы в путешествии и специализированная терминология

🔍 Проблемы с транспортом

🔍 Проблемы с проживанием

🔍 Проблемы с документами и деньгами

🔍 Упражнение на лексику путешествий

1. Соедините проблему с соответствующим решением:

2. Заполните пропуски подходящими словами из списка:

baggage allowance, booking confirmation, claim, currency exchange, delayed, excess baggage fee, gate change, non-refundable, overbooking, reservation

a) "I'm sorry, but your suitcase exceeds your __________ by 5 kg, so you'll need to pay an __________."

b) "Due to __________, we're offering 300 euros compensation to passengers willing to take a later flight."

c) "Your flight to Madrid has been __________ by approximately 90 minutes."

d) "Attention passengers: there has been a __________ for flight LH245 to Frankfurt. Please proceed to gate B12."

e) "Can you show me your __________ email? I can't find your __________ in our system."

f) "I need to __________ some money before leaving the airport. Is there a __________ nearby?"

g) "Unfortunately, your booking is __________, so we cannot issue a refund."

📚 Речевые конструкции для решения проблем

🔍 Как объяснить проблему

🔍 Как запросить помощь и предложить решения

🔍 Как выразить недовольство, сохраняя вежливость

🔍 Как выразить благодарность за решение проблемы

🔍 Упражнение на речевые конструкции

1. Составьте диалоги, используя изученные речевые конструкции, для следующих ситуаций:

a) Ваш рейс задержали на 5 часов, и вы рискуете пропустить важную встречу. b) В вашем гостиничном номере не работает кондиционер, а на улице +35°C. c) Вы обнаружили, что ваш кошелек пропал, и вам нужно заблокировать кредитные карты.

2. Трансформируйте следующие фразы, чтобы они звучали более вежливо и дипломатично:

a) "This hotel room is terrible. I want another one immediately." b) "You have to fix this problem now. I paid a lot of money for this trip." c) "Why didn't anyone tell me about this fee? I'm not paying it." d) "The information you gave me was wrong. Now I missed my flight." e) "I need to speak to your boss. You're not helping me at all."

👥 Практические диалоги

Диалог 1: Отмена рейса

Passenger: Excuse me, I've just found out that my flight to Boston has been cancelled. Can you tell me what my options are?

Airline Representative: I'm very sorry about the cancellation. Let me check what alternatives we can offer you. What was your flight number?

Passenger: It was BA216, scheduled to depart at 2:15 PM.

Airline Representative: Thank you. Yes, I can see that this flight has been cancelled due to technical issues. We have two options for you: we can rebook you on tomorrow morning's flight at 07:30, or we can try to get you on another airline's flight leaving at 7:45 PM today.

Passenger: I'd prefer to leave today if possible. I have an important meeting tomorrow morning.

Airline Representative: I understand. Let me check availability on the evening flight... Good news, we do have a seat available. However, it would involve a connection in New York, so you would arrive in Boston around midnight instead of the direct flight you originally booked.

Passenger: That's not ideal, but it's better than missing my meeting. Would the airline provide any compensation for the inconvenience?

Airline Representative: Yes, we'll provide a food voucher for $20 that you can use at any airport restaurant. Additionally, since this is a significant delay, you're entitled to compensation under our policy. You can submit a claim online with your booking reference.

Passenger: If I had known about the cancellation earlier, I could have made alternative arrangements. Is there a way to get notifications about flight status changes?

Airline Representative: Yes, for future travel, I would recommend downloading our airline app. It sends real-time notifications about any changes to your flight. Would you like me to help you set that up now?

Passenger: That would be helpful, thank you. So just to confirm, you'll rebook me on the 7:45 PM flight through New York, and I'll get a food voucher plus can claim additional compensation?

Airline Representative: That's correct. Here's your new boarding pass and the food voucher. Your new gate is C45, and boarding will begin at 7:15 PM. Is there anything else I can help you with?

Passenger: No, that's all. Thank you for your assistance.

Airline Representative: You're welcome. I apologize again for the inconvenience, and I hope your meeting goes well tomorrow.

Диалог 2: Проблемы с бронированием отеля

Guest: Good evening. I have a reservation for tonight under the name Lopez, but there seems to be a problem with my booking.

Receptionist: Good evening, Mr. Lopez. I'm sorry to hear that. Could you please tell me what the issue is?

Guest: Well, I booked a double room with a sea view, but the room I've been given overlooks the parking lot and has two single beds instead of a double bed.

Receptionist: I apologize for the inconvenience. Let me check your reservation details... Yes, I can see that you did book a double room with a sea view. I'm afraid we might have had a mix-up.

Guest: I understand mistakes happen, but I specifically chose this hotel for the sea view, and I'm staying for five nights. Is there anything that can be done to resolve this?

Receptionist: I completely understand your disappointment. Let me see if we have any other sea view rooms available... I'm checking our system now. Unfortunately, all our sea view double rooms are currently occupied. However, I can offer you a few options.

Guest: What options do you have in mind?

Receptionist: We could move you to a room with a sea view that has twin beds which we can convert to a double bed. Alternatively, I could offer you the parking view room at a 30% discount for the entire stay, or we could possibly move you to a sea view room tomorrow when one becomes available.

Guest: If you can guarantee that I'll get a proper sea view room tomorrow, I'd prefer that option. Is it possible to see both rooms now so I can make an informed decision?

Receptionist: Of course, that's a good idea. I'd be happy to show you both rooms. And yes, I can guarantee the move to a sea view double room tomorrow. We'll also offer you a complimentary breakfast for the inconvenience caused.

Guest: That sounds reasonable. Thank you for trying to find a solution. If I had checked my confirmation email more carefully, I might have noticed this issue before arriving.

Receptionist: These things happen, and it's our responsibility to make sure your stay is comfortable. If you'd like to follow me, I'll show you to the rooms now. Would you prefer to leave your luggage here at the desk while we view the rooms?

Guest: Yes, that would be helpful. Lead the way.

Receptionist: Certainly. And again, I apologize for the mix-up. We'll do everything we can to make the rest of your stay perfect.

Диалог 3: Потерянный багаж

Passenger: Excuse me, I've just arrived on flight LH482 from Frankfurt, but my suitcase hasn't appeared on the baggage carousel.

Baggage Service Agent: I'm sorry to hear that. Let's try to locate your luggage. May I see your baggage claim ticket, please?

Passenger: Yes, here it is. It's a large black suitcase with a red ribbon tied to the handle.

Baggage Service Agent: Thank you. Let me check our system... I can see that your bag was checked in at Frankfurt, but it appears that it didn't make it onto your flight. This sometimes happens with tight connections. Did you have a connecting flight?

Passenger: Yes, I connected from Moscow with only 45 minutes between flights. Do you know where my bag is now?

Baggage Service Agent: According to our tracking system, your bag is still in Frankfurt. The good news is that it's been located and is scheduled to arrive on tomorrow morning's flight, which lands at 10:30 AM.

Passenger: Oh no! I have important items in that suitcase that I need for my business meeting tomorrow morning. What can I do?

Baggage Service Agent: I understand your concern. We'll have your bag delivered to your accommodation as soon as it arrives. In the meantime, our airline policy allows for reasonable expenses for essential items. You can purchase necessities like toiletries and a change of clothes, and submit receipts for reimbursement up to $100.

Passenger: That helps, but I also have my presentation materials in the suitcase. If I had packed them in my carry-on, I wouldn't be in this situation.

Baggage Service Agent: That's understandably frustrating. If you could provide me with a list of the critical items you need for your meeting, we might be able to arrange special expedited delivery of your bag if it arrives earlier than expected.

Passenger: That would be very helpful. How do I track the status of my luggage?

Baggage Service Agent: I'll give you this tracking reference number. You can check the status online on our website or through our airline app. We'll also send you text message updates if you provide your phone number.

Passenger: Thank you. And what do I need to do for the reimbursement of emergency purchases?

Baggage Service Agent: You'll need to complete this Property Irregularity Report form now, keep all your receipts, and then submit a claim through our website. Here's an information leaflet with all the details and the link to our claim form.

Passenger: I appreciate your help. I hope my suitcase arrives as scheduled.

Baggage Service Agent: We'll do our best to reunite you with your luggage as quickly as possible. Is there anything else I can assist you with?

Passenger: That's all for now. Thank you for your assistance.

🧠 Мнемотехники для запоминания языкового материала

1. "HELP" для модальных глаголов в проблемных ситуациях

• Have to/must (необходимость): "I have to find my passport."
• Exploring possibilities (can/could): "Could you help me?"
• Likelihood (may/might): "My luggage might be on the next flight."
• Proposing solutions (should/would): "You should contact the embassy."

2. "STAR" для структурирования объяснения проблемы

• Situation: "I arrived at the hotel tonight..."
• Trouble: "The problem is that my room isn't what I booked..."
• Action needed: "I need to be moved to a room that matches my reservation..."
• Resolution expected: "I would like to have this resolved today..."

3. "WISE" для условных предложений

• What always happens (Zero Conditional): "If you lose your passport, you need to go to the embassy."
• Imminent possibilities (First Conditional): "If the flight is delayed, we will miss our connection."
• Supposed scenarios (Second Conditional): "If I had travel insurance, this would be easier."
• Earlier regrets (Third Conditional): "If we had checked the visa requirements, we wouldn't have had problems."

4. "CALM" для разрешения конфликтных ситуаций

• Clarify the issue: "Let me explain the problem clearly..."
• Alternatives: "Could we perhaps consider these options..."
• Listen actively: "I understand what you're saying about..."
• Move forward: "Thank you for resolving this issue..."

⚠️ Типичные ошибки русскоговорящих

1. Неправильное использование модальных глаголов

2. Путаница в условных предложениях

3. Непонимание фраз для вежливого выражения недовольства

4. Дословный перевод русских фраз

📝 Итоговая таблица: языковые аспекты решения проблем в путешествии

📝 Упражнения

Упражнение 1: Модальные глаголы в контексте путешествий

Выберите подходящий модальный глагол для каждой ситуации:

1. "You __________ (must/should/would) always keep a copy of your passport when traveling abroad."
2. "Passengers __________ (can/have to/would) go through security screening before entering the departure area."
3. "__________ (Could/Should/Would) you help me find the lost and found office, please?"
4. "If your flight is cancelled, you __________ (might/must/will) be entitled to compensation."
5. "You __________ (should/would/may) book your accommodation in advance during high season."
6. "__________ (Could/Must/Will) I have a receipt for this purchase, please?"
7. "The storm __________ (can/may/must) cause flight delays tomorrow."
8. "You __________ (need/would/should) to fill out this form to report your stolen passport."
9. "__________ (Might/Should/Would) it be possible to change my seat assignment?"
10. "You __________ (must/can/may) not leave your luggage unattended at the airport."

Упражнение 2: Условные предложения для решения проблем

Составьте условные предложения, используя предложенные элементы:

1. (Zero) If your flight / cancel / the airline / offer / alternative transportation
2. (First) If we / miss / our connection / we / have to / stay overnight
3. (Second) If I / speak / better English / this situation / be / easier to resolve
4. (Third) If you / confirm / your reservation / they / not give / your room to someone else
5. (First) If the hotel / not have / your booking / what / you / do?
6. (Second) What / happen / if your passport / steal / during your trip?
7. (Zero) When travelers / lose / their luggage / they / usually / receive / compensation
8. (Third) If we / take / travel insurance / we / avoid / all these extra expenses

Упражнение 3: Диалоги в проблемных ситуациях

Заполните пропуски в диалогах подходящими фразами:

Диалог A: В аэропорту

A: Excuse me, _________________________ (объяснить проблему с рейсом)

B: I'm sorry to hear that. Can I see your boarding pass, please?

A: Yes, here it is. _________________________ (выразить беспокойство о пропущенной стыковке)

B: Let me check what options we have. _________________________ (предложить решение)

A: _________________________ (уточнить детали предложенного решения)

B: That's correct. We'll also provide a meal voucher for you to use while waiting.

A: _________________________ (выразить благодарность)

Диалог B: В отеле

A: Good evening. _________________________ (объяснить проблему с номером)

B: I apologize for the inconvenience. Let me check your reservation details.

A: According to my booking confirmation, _________________________ (указать, что было забронировано)

B: You're right. It seems there's been a mistake. _________________________ (предложить решение)

A: _________________________ (выразить предпочтение одного из решений)

B: Certainly. I'll arrange that for you right away.

A: _________________________ (поблагодарить за помощь)

Упражнение 4: Лексика путешествий

Заполните пропуски подходящими словами из списка:

boarding pass, cancellation policy, claim, connection, currency exchange, delay, excess baggage, gate change, lost luggage, overbooking, reservation

1. "Due to a technical problem with the aircraft, there will be a __________ of approximately two hours."

2. "I'm afraid you've missed your __________ to Rome. The next flight departs at 18:30."

3. "Please proceed to gate B23. There has been a __________ for flight BA492 to London."

4. "Your suitcase weighs 32 kg, which means you'll need to pay an __________ fee."

5. "To report __________, please go to the airline's service desk with your baggage claim tag."

6. "You'll need your passport and __________ to board the aircraft."

7. "According to our __________, you can cancel free of charge up to 24 hours before check-in."

8. "I'd like to make a __________ for a double room for the weekend of June 15th."

9. "You can __________ compensation for the delayed flight through our website."

10. "Is there a __________ office in the terminal? I need to get some local currency."

📝 Домашнее задание

Задание 1: Подготовка к проблемным ситуациям

Выберите три потенциальных проблемы, которые могут возникнуть во время путешествия, и подготовьте для каждой:

1. Описание проблемы (5-7 предложений)
2. Список необходимых фраз для объяснения проблемы
3. Список вопросов, которые вы зададите для решения проблемы
4. Возможные решения с использованием условных предложений

Задание 2: Ролевая игра "Решение проблемы"

С партнером или одногруппником проведите ролевую игру на английском языке (запишите диалог или проведите его вживую) по одной из следующих ситуаций:

1. Ваш рейс отменили, и вам нужно попасть в пункт назначения сегодня
2. В вашем номере отеля не работают основные удобства (вода, отопление и т.д.)
3. Вы потеряли кошелек с деньгами и кредитными картами во время экскурсии

После ролевой игры проанализируйте:

• Использование модальных глаголов
• Использование условных предложений
• Эффективность коммуникативных стратегий
• Лексическое разнообразие

Задание 3: Письменное упражнение "Электронное письмо с жалобой"

Напишите официальное электронное письмо (150-200 слов) с жалобой на одну из следующих ситуаций:

1. Задержка рейса, из-за которой вы пропустили важное мероприятие
2. Несоответствие отеля заявленным на сайте условиям
3. Плохое обслуживание в ресторане во время вашего путешествия

В письме используйте:

• Формальный стиль
• Четкое объяснение проблемы с указанием дат и деталей
• Описание негативных последствий
• Конкретное предложение компенсации/решения
• Соответствующие грамматические конструкции и лексику из урока

Задание 4: Создание разговорника для путешествий

Составьте персональный мини-разговорник для решения проблем в путешествии, включающий:

1. Фразы для 5 возможных проблемных ситуаций
2. По 3-5 готовых предложений для каждой ситуации
3. Ключевые вопросы для получения помощи
4. Фразы благодарности за помощь

Задание 5: Анализ аутентичного материала

Найдите и проанализируйте аутентичный материал на английском языке, связанный с решением проблем в путешествиях (например, раздел FAQ на сайте авиакомпании, статью о правах путешественников, видео с советами для туристов).

Выпишите и проанализируйте:

1. 10 новых для вас лексических единиц
2. 5 грамматических конструкций из урока
3. 5 полезных фраз, которые можно использовать в проблемных ситуациях

📝 Ответы к упражнениям

Ответы к упражнению на модальные глаголы

1. "Excuse me, could you tell me how to get to the American Embassy?"
2. "I'm sorry, but you must/have to/need to fill out this form before we can process your refund."
3. "The train may/might be late due to technical issues."
4. "May/Could I see your passport and visa, please?"
5. "You should book another flight as soon as possible."
6. "Would you mind helping me with this heavy suitcase?"
7. "We might/may stay at the airport hotel if our connecting flight is cancelled."
8. "You should have checked the visa requirements before traveling."
9. "The hotel receptionist told me I have to/must/need to pay an additional fee for early check-in."
10. "I would like to change my seat assignment, please."

Ответы к упражнению на условные предложения

1. a) (Zero Conditional) "If you leave your baggage unattended at the airport, security personnel will remove it and it may be destroyed."

b) (First Conditional) "If our flight is delayed by more than three hours, we will be entitled to compensation."

c) (Second Conditional) "If I were in your situation, I would contact the embassy immediately."

d) (Third Conditional) "If we had followed the correct GPS directions, we wouldn't have gotten lost."

e) (First Conditional) "If you don't have your boarding pass, you won't be allowed through security."

f) (Second Conditional) "What would you do if you lost all your travel documents in a foreign country?"

g) (Zero Conditional) "When passengers miss their connecting flights, the airline usually books them on the next available flight."

h) (Third Conditional) "If the hotel had confirmed our reservation, we wouldn't have had to search for alternative accommodation."

2. a) "If I spoke Spanish, I could ask for directions." (Second Conditional)

b) "If we had checked the visa requirements, we wouldn't have had problems at the border." (Third Conditional)

c) "If the weather is bad tomorrow, our flight will be cancelled." (First Conditional)

d) "If you don't keep your passport in a safe place, you risk losing it." (Zero Conditional)

Ответы к упражнению на лексику путешествий

1. Соединение проблем с решениями: 1-c, 2-d, 3-e, 4-a, 5-b, 6-g, 7-f, 8-h

2. a) "I'm sorry, but your suitcase exceeds your baggage allowance by 5 kg, so you'll need to pay an excess baggage fee."

b) "Due to overbooking, we're offering 300 euros compensation to passengers willing to take a later flight."

c) "Your flight to Madrid has been delayed by approximately 90 minutes."

d) "Attention passengers: there has been a gate change for flight LH245 to Frankfurt. Please proceed to gate B12."

e) "Can you show me your booking confirmation email? I can't find your reservation in our system."

f) "I need to claim some money before leaving the airport. Is there a currency exchange nearby?"

g) "Unfortunately, your booking is non-refundable, so we cannot issue a refund."