At the airport conversation

Useful Greetings

Good morning/ Good afternoon/ Good evening/Good day!		How can I assist you today?
Welcome to [Airline Name].	(sir / madam)	Where will you be flying today?
Welcome		Are you checking in for the flight to [Destination]?

Tips: To ask politely whether the passenger has any health conditions. The dialogue you provided should be polite and emphasize the importance of safety. It should be concise and help reduce any potential discomfort for the passenger. It is important to avoid asking directly aboutsir/madam "medication," which might be too intrusive. Many people take medications for various reasons, not all of which are relevant to air travel. It might be better to ask more generally about medical conditions that could affect their flight.

"Excuse me, ma'am. For the safety of all our passengers, we need to inquire about any health conditions that might affect your flight, including pregnancy. May I kindly ask if you have any such conditions?"

At the Check-in Counter

Useful Sentences: Safety Questions

• Have you packed your luggage yourself?

• Are you aware of the items that are prohibited in both carry-on and checked luggage?

• Do you have any liquids, aerosols, or gels in containers larger than 100 ml. in your carry-on?

• Have you packed any sharp objects, such as knives, scissors, or tools in your carry-on?

• Are there any flammable materials, gases, or explosives in your luggage?

• Do you have any batteries, especially lithium batteries, packed separately or within devices?

• Have you packed any power banks or electronic cigarettes? Please note they should be in your carry-on and not in the checked luggage.

• Have you included any firearms, ammunition, or weapons in your luggage?

• Are there any chemical or toxic substances in your bags?

• Do you have any perishable items or live animals in your luggage?

• Have you been given any items by someone else to carry on this flight?

• Is there anything in your luggage that could be considered a security threat?

• Do you have any medical equipment or medications that require special handling or documentation?

• Is there anything in your luggage that you are unsure about or would like to declare?

• Before we proceed, please ensure you've removed any prohibited items from your luggage to avoid any potential delays or issues at security.

• Have you used any locks on your luggage? If so, are they TSA-approved?

Ask the passengers to place the luggage on the scale

• Could you please put your baggage on the scale?

Inform the passengers about the overweight luggage

• I am sorry. This baggage exceeds the weight limits of carry-on items.

• Based on the weight difference, the excess baggage fee would be [amount]. Would you like to proceed with paying this fee?

Offer options

• You can remove some items from your baggage and put them in your carry-on bag as long as it meets the size and weight requirements.

• You can pay the excess baggage fee for the overweight luggage.

• It will need to be checked in as checked baggage.

Situations

Situation 1: The passenger refuses to pay the extra fees for the overweight luggage, and the staff is trying to explain the regulations.

ChatGpt Prompt: Create a dialogue between the check-in staff and the passengers during the check-in process. The situation is the passenger refuses to pay the extra fees for the overweight luggage, and the staff is trying to explain the regulations. However, the argument is escalating, and the staff has to call the manager to deal with the situation. Begin the conversation with greetings and asking about the destination.

**Check-in Staff (CS):** Good morning, sir. How can I assist you today?

**Passenger (P):** Morning. I’m headed to London.

**CS:** Great! May I have your passport and ticket, please?

**P:** Sure, here you go.

**CS:** Thank you. Please place your luggage on the scale for weighing.

**CS:** It seems your luggage is 5 kilograms over the permitted weight limit. I’m afraid there's an extra fee for overweight luggage.

**P:** What? No, this can't be right. I've traveled with this same suitcase numerous times and never had to pay any extra fees.

**CS:** I understand, sir. However, our airline has specific weight limits and fees for luggage that exceed those limits. This is to ensure fairness to all passengers and to manage the weight of the aircraft for safety reasons.

**P:** This is ridiculous. I’m not paying any extra fees. Just check in my luggage.

**CS:** I truly understand your concerns, sir. The overweight fee for 5 kilograms is $50. It's a regulation set by the airline, and I'm required to enforce it.

**P:** This is daylight robbery! Why wasn’t I informed of this when I booked my ticket?

**CS:** I'm sorry for the inconvenience, sir. The baggage allowance and fees are mentioned in the terms and conditions at the time of booking and on our official website.

**P:** I travel frequently, and I've never encountered such nonsense. I won't pay for this.

**CS:** I apologize for the discomfort, sir. If you'd like, I can call our Ground Service Manager to explain the situation further.

**P:** Yes, do that. Maybe someone in a higher position will have some sense.

(The Check-in Staff makes a call, and after a short while, the Ground Service Manager (GSM) approaches the desk.)

**Ground Service Manager (GSM):** Good morning, sir. I understand there's an issue with the baggage fees.

**P:** Yes, there is. Your staff is trying to charge me a very expensive fee for a minor overweight, which I find ridiculous.

**GSM:** I'm truly sorry for the inconvenience, sir. Our airline follows strict weight regulations, both for safety reasons and to ensure fairness amongst all passengers. The fee helps us manage and maintain these standards.

**P:** I was never informed about this!

**GSM:** I apologize if it was not clear at the time of your booking. We try very hard to make all our policies transparent. If the luggage exceeds the limit, one option is to rearrange some items or carry them in your hand luggage if that's feasible for you.

**P:** This is just a way to squeeze money out of passengers.

**GSM:** I assure you, sir, that's not our intent. We aim to provide the best service and experience for our passengers. We have these regulations in place for operational and safety reasons.

**P:** Fine. But this is the last time I’m flying with your airline.

**GSM:** I truly regret to hear that, sir. We value your support and apologize for this inconvenience today. If there's any other assistance you require, please let us know.

**P:** Just get me checked in.

**GSM:** Of course, sir. We'll take care of it.

(The Ground Service Manager nods to the Check-in Staff to proceed with the check-in process.)