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hi I'm Mark and welcome to a lesson with
Master everyday English in today's
lesson you've arrived at the airport in
the United States the problem is that
your bags have not let's look at some of
the useful
vocabulary that you can use if the
airline has lost your bags and you need
to report it baggage
claim this is the area of the airport
where you go when you come off the
airplane you go through customs and then
you go to this area to collect your bag
Carousel this is where you collect your
bags it's normally a big sort of oval or
circular shaped uh conveyor belt and the
bags come out and onto it and you you
pick up your bags off the
carousel bag baggage and
Luggage well you'll hear people use both
baggage and Luggage normally when we
talk about baggage it's the the bags
that you have packed with all of the
things you're taking on your travels
luggage is the name for the the bag the
suitcase the hold all whatever it is
normally either with or without items
inside
delayed this means that that it's late
it's still coming but it just hasn't
arrived yet
lost this means they they no longer have
it so whatever happened to it it is no
longer in the airport in the airplane it
is gone
reimbursement this is repayment so
they're paying you back for money that
you had to
spend because they displaced your bags
so any new clothes you had to buy or any
toiletries anything like that
compensation this is when they give you
money because they've lost your items
and so they're going to give you money
to go out and just buy new stuff a
baggage claim
form a missing bag
report now these two forms are basically
the same thing they're just called
different names by different airlines
but when you go to report that your bag
is missing you're going to need to
complete this form with all your
personal details the flight details and
then of course a description of the bags
and what was inside a lost luggage or
lost baggage claim number once you've
reported that your bags are missing the
airline will give you a sort of
reference number so any anytime you call
them to find out what's happening you
can give them this number and they can
give you any information connected to
finding your bags to report your bag
missing you'll need to go to the airline
desk for the airline that you traveled
with here you can tell them that your
bags did not arrive on the carousel when
you went to the baggage claim area here
are some of the common questions you can
expect they'll ask you can you give me
your first and last name please can you
give me your flight number
please can I have your boarding pass
please where are you arriving
from did you have a connecting
flight these are all just basic
questions to verify who you are and also
to check maybe if you had a connecting
flight maybe the bags went to a
different destination when you changed
airplanes do you know your carousel
number they just want to make sure
you've checked the correct Carousel of
course normally in an airport there'll
be many different carousels so they want
to make sure that you're looking at the
correct one for your bags how many bags
did you check onto the
flight so here when they're looking for
your bags of course they want to make
sure they're looking for the correct
number of bags so so for example if you
had sort of check bags maybe oversized
bags sports equipment anything like that
they just want to make sure they're
looking for the correct number of bags
in the first place can you describe the
bags for me well they want you to
describe the bag in as much detail as
possible they'll want to know uh if you
can describe firstly of course the size
the color if you know the the brand of
the bag if you know what type of bag the
material material if you can describe if
it has
wheels uh what where the handles are
anything that helps to describe it in as
much detail as possible can you fill out
this lost baggage form for me
please here you complete the form with
firstly of course your personal details
the flight details and then as much
description about the bags and what's
inside the bags as possible you're also
going to tell them about how much
the stuff inside the bag and the bag
itself is worth can you confirm the
address that you have here in the United
States for me please well hopefully they
find your bag and what they will do then
is they won't expect you to come back to
the airport they will send the bags to
the address that you give them now if
you're living in the United States of
course you give them your home address
but if you're just visiting you're on
vacation then you can give them the
address of the hotel or the Airbnb that
you're staying at now let's listen to an
example
conversation the conversation is between
a passenger who is not very happy at all
because their bags are missing and one
of the airline
Representatives hi there how can I help
you yeah um we just arrived uh we went
to collect our bags but they didn't
arrive on the carousel oh I'm sorry to
hear that well C look into finding them
for you um if I could have a few details
from you let's start with your first and
last name yeah my name's John Smith okay
which flight did you come in on uh it
was the 8:15 from Denver right do you
still have your boarding pass yeah here
you go all right thank
you now which Carousel were you waiting
at in the baggage claim well it was
supposed to be coming in on number
five okay and how many bags did you have
checked we have two
suitcases did you check any of the other
carousels or the oversized baggage area
just in case it was set there of course
we checked everywhere and we asked staff
as well there was
nothing okay I'm so sorry to hear that
can you describe the bags for me yeah
yeah there's one large green suitcase
it's like a hard plastic case with a
black plastic wheels and it's got a
silver handle the other case is a little
bit smaller uh it's black it has a
zipper across the front I'm pretty sure
it's uh made by
Samsonite and that has a red handle okay
all that information helps I'm sure we
can find it in the meantime we'll need
you to fill out this lost baggage form
all right do you have an address here in
the United States yeah I live in Tampa
okay well go ahead and write that
address down for us and if your bags
arrived we'll get them sent to your
address as quickly as possible well
let's hope you don't find yourself in
this situation when you come to the
United States but just in case
let me answer some questions you'll
probably have if the airline loses your
bags how do I report my bag
missing you have to contact the airline
that you traveled with now they might
have a service desk in the baggage claim
area you might need to go to the main
terminal um or you could even do it
online if you wanted to you you'll give
them obviously the details of the flight
you took your personal details uh and
then a description of the bags and
probably while you wait they'll try to
find those bags in the airport now if
they can't find the bags at this point
they'll have you complete a lost baggage
claim form and as we said before this is
going to have all of your personal
details a description of the bag a
description of what's in the bag and you
know approximately how much all of this
stuff is worth once you've completed
that form the airline should give you a
reference number or a claim number or a
tracking number basically some number
that you can use when you call back to
the airport to check for updates of
course you're going to give them that
number so that they can check to see if
your luggage has arrived
yet what should I do after I leave the
airport you can contact the airlines as
much as you like to check to see if they
found your bags now if they do find your
bags then they will send the bags onto
you normally to the address that you
gave them if that's your home address in
the United States or if that's a hotel
that you're staying at now if this takes
a day or maybe a few days of course you
can go go out and buy the things you
need buy some new clothes buy some
toiletries buy anything that you need
and it's the responsibility of the
airline to reimburse you for any of
these things that you needed to buy
while you were waiting for your bags to
arrive but make sure you keep your
receipts because of course they're going
to want to see those receipts before
they pay you any money back what happens
if they never find my
bags
well most Airlines will have a time
frame for when they consider your bags
to be no longer delayed but just
completely lost it depends on the
airline but normally it's between five
and 14 days that they consider your bags
to be completely lost when this happens
you can now speak to the airline about
compensation different airlines do this
differently but you need to give the
airline as much information about the
type of bag and what's inside the bag
and how much that bag is worth now if
you have any sort of solid proof like
maybe some photos of the bags or some
receipts from the things inside the bag
that's going to help with your claim and
in general most Airlines will have a
maximum uh compensation level that
they'll pay and it's normally around
$3,500 that's the end of today's lesson
now I hope you never find yourself in
this situation but now you have the
English language you need to complete
this conversation at the airport don't
forget if you enjoyed the lesson please
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