Sample Role-play

CANDIDATE'S ROLE

You booked this holiday at your local travel agent's:

Two unforgettable weeks in the Bahamas

- direct flights and transport from airport to hotel

- luxury hotel with swimming pool, gym and disco

- all rooms have balcony and sea view

- water sports and trip around the island included in price

- sunshine guaranteed

You have just come back. The holiday was a disaster, for the following reasons:

- Nobody met you at the airport.

- The hotel was quite old and not very clean.

- Your room didn't have a sea view.

- You had to pay for the water sports.

- The weather was terrible.

Complain to the travel agent. You want a complete refund of the price of the holiday. You are a travel agent.

Begin like this:

“Hello. I want to make a complain about…”

EXAMINER'S ROLE

The examinee is going to come to you with some complaints about a holiday she/he booked with you. This is the holiday he/she went on:

Two unforgettable weeks in the Bahamas

- direct flights and transport from airport to hotel

- luxury hotel with swimming pool, gym and disco

- all rooms have balcony and sea view

- water sports and trip around the island included in price

- sunshine guaranteed

Listen to his/her complaints. Apologize and try to explain why the problems happened. (It wasn't your fault! Unfortunately the weather might be very capricious at this time of year; there was no transport because the car broke down; this was the usual standard of hotels in the Bahamas; the room had a balcony, anyway; not all water sports were included in the price).

Offer a discount on a future holiday. You cannot offer to refund the price of the holiday.

1. Have you ever been disappointed with the holiday you bought from a travel agent?

2. Which season do you prefer for your holiday: summer or winter?

3. Do you do any sports when on holiday? Which sports?

You promised that this holiday was to be excellent! My hotel room was to have a sea view and a balcony, whereas it didn't. I was to have a nice house, but unfortunately it wasn't so.

Please don't interrupt me and let me finish.