Handling a Flight Disruption Professionally
CEFR: B2
Read/Listen first
This morning, I’ve been dealing with a serious travel disruption for a colleague’s relative who doesn’t speak much English. While he was waiting at the departure gate, the airline announced a technical problem, and boarding was paused with no clear update. He has already used up part of his layover buffer, so if the delay continues, he will arrive too late to catch his connecting flight. I called the support desk to ask whether they will rebook him automatically and what proof we should keep. They said we should save the boarding pass, take a photo of the delay notice, and request a written confirmation. Although he could try a translation app, I’d rather stay on the line until a new itinerary is issued. Unless the flight departs within the next hour, the airline is going to provide a hotel and explain the compensation process. Before my own deadline at work, I’ll send him simple phrases to use at the counter.⚡ Learning goals
- Can explain a flight delay clearly and ask what the airline will do next.
- Can request written confirmation and describe what evidence to keep for a claim.
- Can plan alternatives politely (rebooking, hotel, compensation) under a time constraint.
✨ Key language
- Could you confirm the new itinerary in writing? “Could you confirm it in writing?”
- We should keep the boarding pass as proof. “Keep the boarding pass.”
- Unless it departs soon, we’ll need a hotel. “Unless it departs soon…”
⚙️ Rules & Grammar — 4 Structures
1️⃣ Present perfect continuous (have/has been + -ing)
Rule: Use it to describe an action that started in the past and is still ongoing, often with a current impact.Examples: I’ve been dealing with a serious travel disruption all morning.; He has been waiting for updates since boarding was paused.; We’ve been trying to reach the support desk for an hour.
Common pitfall + fix: Using past simple for an ongoing situation — Say “I’ve been dealing with…” when it’s still happening..
Choose the best option: I ____ dealing with this disruption all morning.
Tip: Use have/has been + -ing for ongoing actions.
Fill with the best answer: We ____ trying to get a written confirmation since 9 a.m.
Tip: Use “have been” for an action still in progress.
2️⃣ Past continuous (was/were + -ing) with background actions
Rule: Use it for an action in progress in the past, often interrupted by another event (past simple).Examples: While he was waiting at the gate, the airline announced a technical problem.; Boarding was paused while passengers were asking for updates.; I was calling support when the message came through.
Common pitfall + fix: Mixing tenses (using past simple for the background) — Keep the long action in past continuous: “was waiting”..
Choose the best option: While he ____ at the gate, boarding was paused.
Tip: Use was/were + -ing after “while” for background actions.
Fill with the best answer: While we ____ for an update, I saved the boarding pass.
Tip: Use past continuous with “while” to set the scene.
3️⃣ First conditional (if + present, will + base verb)
Rule: Use it to talk about a real possible result in the future.Examples: If the delay continues, he will miss the connecting flight.; If they rebook him, he will get a new itinerary.; If we keep the proof, we will be ready to claim compensation.
Common pitfall + fix: Using “will” in the if-clause — Say “If the delay continues…” not “If the delay will continue…”..
Choose the best option: If the delay ____ , he will arrive too late.
Tip: Use present simple in the if-clause.
Fill with the best answer: If they ____ him, he will receive a new itinerary.
Tip: Use the base verb after they: “they rebook”.