Senior Cabin Crew Member Speech Patterns)
, (Flight attendants report that a passenger refuses to comply with their instructions)
! … . [ , ].
, .
, . / ?
Good afternoon, Mr./Mrs.…! My name is… I am the purser.
We can provide safety and comfort on board only with a kind support and understanding of our passengers.
My colleagues informed me that there was a misunderstanding between you. Could you explain / comment on this situation for me?
(Passenger not satisfied with flight attendant’s work)
, / .
/ . .
/ / / .
, ….
: ? ? / ? / ? / ?
Thank you for letting me know about this situation / I am informed / in the know of the situation.
Let me offer/make an apology for it. I will surely report the situation to the airline’s management.
Thank you for being so understanding / cooperative / helpful / responsive / kind.
As a compliment / a sign of gratitude, can I offer you …
May I clarify: did they respond immediately? Was their assistance efficient? Could you comment on the manner and style of their communication? Did they bring you an apology?
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| – | And the key question: have you accepted | |||||
| ? | their apology? | |||||
| (The apology accepted): | ||||||
| . | Thank you for your kind understanding. If | |||||
| - – | there is anything else I can do for you, | |||||
| . | please, do not hesitate to address me | |||||
| any time. I am always at your service. | ||||||
| (If an apology is not accepted): | ||||||
| Thank you for the information, I will report | ||||||
| , | it to the management. | |||||
| . | ||||||
| , | I am sorry that you feel that way / I must | |||||
| / , | express my regret over this incident. | |||||
| . | ||||||
Offering to join the program Aeroflot Bonus or filling out a compensation coupon)
| Are you in Aeroflot Bonus program? Do | |
| « »? | you have an «Aeroflot Bonus» card? |
| If you participate in the program you can | |
| « », | earn miles for flights and benefit from |
| a variety of options. You will be able | |
| . | to upgrade the class of service, to get |
| , | discounts and special offers either |
| on Aeroflot flights or other companies – | |
| , , | members of Sky Team alliance and |
| - Sky | partners: hotels, shops and restaurants. |
| Team - : | |
| , , | |
| . | |
| You can join the program on Aeroflot | |
| website. | |
| . | |
| Let me fill in the application coupon and | |
| you’ll get some points on your bonus card | |
| in compensation. | |
| « ». | |
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16.42. ,
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