Passenger (Daniel): Excuse me, hi, is this the desk for Flight 472 to London?
Staff (Ms. Lopez): Hello sir, yes, this is the desk for that flight, how can I help you?

Daniel: I just saw on the screen that the flight is delayed, could you tell me what is happening?
Ms. Lopez: Yes, I’m afraid the flight is delayed due to a technical issue with the aircraft.

Daniel: Do you know how long the delay will be?
Ms. Lopez: At the moment the new estimated departure time is 19:45, so about three hours later than planned.

Daniel: Three hours is quite a long time, I have a connecting flight in London.
Ms. Lopez: I understand, I’m really sorry about this, let me check your booking to see your connection details.

Daniel: Thank you, here is my boarding pass and my passport.
Ms. Lopez: Thank you, I’ll just take a moment to look at your itinerary in the system.

Daniel: I’m connecting to a flight to New York this evening.
Ms. Lopez: I see it here, yes, with this delay you will probably miss your connection in London.

Daniel: That’s exactly what I was afraid of, what are my options?
Ms. Lopez: We can rebook you on a later flight to New York or, if you prefer, on a flight tomorrow morning.

Daniel: Is there still a flight to New York tonight if I arrive late in London?
Ms. Lopez: There is a late flight around midnight, but it is almost full, let me check availability for you.

Daniel: Okay, I’d really prefer to travel today if possible.
Ms. Lopez: I understand, just a moment please… yes, I can see one seat available on the midnight flight.

Daniel: That’s good news, can you rebook me onto that flight?
Ms. Lopez: Yes, I can rebook you free of charge because the delay is caused by the airline.

Daniel: Thank you, I appreciate that, will I need to collect my luggage in London?
Ms. Lopez: No, your luggage will be checked through to New York automatically with your new connection.

Daniel: Alright, and about the delay here, are we entitled to any food or drink vouchers?
Ms. Lopez: Yes, since the delay is more than two hours, we can offer you a meal voucher to use in the airport.

Daniel: That would be very helpful, I’ve been here since early this morning.
Ms. Lopez: I’m sorry for the long day, I’ll print a voucher for you that you can use in most cafes and restaurants in the terminal.

Daniel: And if the delay becomes even longer, is there any possibility of compensation?
Ms. Lopez: Depending on the final length of the delay and the reason, you may be entitled to financial compensation, you can submit a claim on our website after your trip.

Daniel: I see, so I should keep my boarding passes and any receipts, right?
Ms. Lopez: Yes, exactly, please keep all documents, they are useful if you decide to make a claim.

Daniel: What happens if, for some reason, the flight is cancelled instead of delayed?
Ms. Lopez: In that case, we would offer you the choice between a full refund or rebooking on the next available flight.

Daniel: Would the airline provide a hotel if I had to stay overnight?
Ms. Lopez: Yes, if you need to stay overnight because of a cancellation caused by the airline, we arrange a hotel and transport to and from the hotel.

Daniel: That’s reassuring, thank you for explaining all of this so clearly.
Ms. Lopez: You’re welcome, I know it’s a stressful situation, so I’m happy to answer any questions you have.

Daniel: Could you please confirm my new connection time in London?
Ms. Lopez: Of course, your new flight from London to New York will depart at 00:05, and you should have about two hours to transfer.

Daniel: Two hours should be enough for the connection, I think.
Ms. Lopez: Yes, it’s normally more than enough, especially if you follow the “Connections” signs when you land.

Daniel: Will I get a new boarding pass for the New York flight now or in London?
Ms. Lopez: I can issue the new boarding pass for you right now, so you don’t need to queue again in London.

Daniel: That’s great, it makes things easier for me.
Ms. Lopez: Here you are, this is your updated boarding pass and your meal voucher.

Daniel: Thank you, and just to be sure, the departure gate for the London flight might change, right?
Ms. Lopez: Yes, that’s correct, please check the information screens regularly for any gate changes.

Daniel: I will, thanks again for your help and for being so patient.
Ms. Lopez: It’s my pleasure, I’m really sorry about the delay and I hope the rest of your journey goes smoothly.

Daniel: I hope so too, I’ll go and get something to eat now.
Ms. Lopez: That sounds like a good idea, have a snack and try to relax before boarding.

Daniel: I’ll do that, have a nice day.
Ms. Lopez: You too, sir, and have a safe flight.

En el diálogo aparece el vocabulario básico que necesitas para sobrevivir a un problema de vuelo.
Palabras sobre el estado del vuelo: delayed, cancelled, technical issue with the aircraft, new estimated departure time, three hours later than planned. Todo esto sirve para describir qué pasa con el vuelo. Estimated departure time es la hora de salida prevista tras el retraso.

Vocabulario sobre conexiones y reserva: connecting flight, connection in London, booking, itinerary, in the system, rebook you, rebook you free of charge, next available flight. Rebook significa cambiarte de vuelo / volver a reservar. Free of charge indica que no te lo cobran porque es culpa de la aerolínea.

Vocabulario de equipaje y documentación: luggage, checked through to New York, boarding pass, passport, keep your boarding passes and receipts, issue the new boarding pass, updated boarding pass. Checked through significa que el equipaje va directo al destino final, sin tener que recogerlo en la escala.

Vocabulario de compensación y ayuda: entitled to, food or drink vouchers, meal voucher, financial compensation, submit a claim, full refund, hotel, transport to and from the hotel. Entitled to es clave: quiere decir que tienes derecho a algo; submit a claim es presentar una reclamación.

Vocabulario de aeropuerto y proceso: desk, screen, gate, departure gate, information screens, terminal, transfer, “Connections” signs, journey goes smoothly. Information screens son los paneles con horas y puertas; transfer se usa para el tiempo de conexión entre vuelos.

El pasajero abre la conversación de forma educada y directa:
“Excuse me, hi, is this the desk for Flight 472 to London?”. Combina Excuse me para llamar la atención, y una pregunta muy concreta sobre el vuelo.

Para pedir información sin sonar agresivo:
“I just saw on the screen that the flight is delayed, could you tell me what is happening?”.
La estructura I just saw… could you tell me…? es una forma muy útil de expresar preocupación sin acusar.

Para mostrar el problema real (la conexión):
“Three hours is quite a long time, I have a connecting flight in London.”.
No se queja sin más, sino que explica el impacto. Esto ayuda a que el personal busque soluciones concretas.

Para preguntar opciones de forma firme pero correcta:
“What are my options?”.
Es una frase corta, directa y muy útil en cualquier reclamación.

Para aceptar o pedir cambios:
“That’s good news, can you rebook me onto that flight?”
“Will I need to collect my luggage in London?”
“Could you please confirm my new connection time in London?”.
Todas son preguntas muy claras, con please o modales (can / could / will).

Para hablar de compensación sin sonar agresivo:
“Are we entitled to any food or drink vouchers?”
“If the delay becomes even longer, is there any possibility of compensation?”.
Fíjate en entitled to y possibility of compensation: vocabulario muy estándar y respetuoso.

Para cerrar con cortesía, aunque haya habido problemas:
El pasajero: “Thank you for explaining all of this so clearly.”, “Thanks again for your help and for being so patient.”
La empleada: “I’m really sorry about the delay and I hope the rest of your journey goes smoothly.”.
Ese equilibrio entre disculpa y deseo de que todo vaya bien es muy típico en atención al cliente en inglés.

Uso de PRESENTE SIMPLE para normas y derechos
Se usa para políticas generales y posibilidades:
“We can rebook you on a later flight.”
“You may be entitled to financial compensation.”
“You can submit a claim on our website.”
“We arrange a hotel and transport to and from the hotel.”
Son cosas que la aerolínea hace “siempre que se da el caso”, por eso van en presente simple o con modales (can, may).

Uso de PASADO SIMPLE y PRESENTE PERFECTO para la situación actual
El pasajero: “I just saw on the screen that the flight is delayed.”
El staff: “The flight is delayed due to a technical issue.”
Se combina lo que acaba de pasar (just saw) con el estado actual del vuelo (is delayed).

Uso de FUTURO CON WILL para predicciones y promesas
“You will probably miss your connection in London.” (predicción basada en la información).
“I will print a voucher for you.”, “I will issue the new boarding pass for you right now.” (promesas de acción).
“Your luggage will be checked through to New York automatically.” (hecho futuro garantizado por el sistema).

Uso de MODALES para cortesía y probabilidad
can para posibilidad o capacidad: “We can rebook you…”, “Can you rebook me…?”, “Can I help you?”.
may para posibilidad más formal: “you may be entitled to financial compensation”.
should para recomendación: “You should keep your boarding passes and receipts.”, “You should have about two hours to transfer.”.

Condicionales y lenguaje hipotético
“If the delay becomes even longer, is there any possibility of compensation?”
“If, for some reason, the flight is cancelled, we would offer you a full refund…”
Se usan condicionales para cubrir escenarios posibles: If + present, can / is there / may… y If + present, we would offer… en un tono más formal.

Cómo se plantean las quejas
El pasajero no dice “esto es inaceptable”, sino:
“Three hours is quite a long time, I have a connecting flight…”,
“That’s exactly what I was afraid of, what are my options?”.
Describe el problema y luego pide opciones. En entornos anglófonos esto suele funcionar mejor que el enfado directo.

Cómo se habla de derechos sin sonar conflictivo
En lugar de “tengo derecho a”, se usa “Are we entitled to…?” o “may be entitled to…”.
El verbo entitled es menos agresivo que “I demand…”, y el uso de may introduce la idea de reglas oficiales que se deben comprobar.

Énfasis en procesos y reclamaciones online
La empleada remite a la web: “you can submit a claim on our website after your trip.”
En muchas aerolíneas, la compensación económica se gestiona casi siempre por canales online, no en el mostrador. Importante no esperar que te lo resuelvan todo en el momento.

Tono empático del personal
La empleada repite ideas como “I’m really sorry about this”, “I know it’s a stressful situation”, “I’m happy to answer any questions you have.”
Esta empatía verbal forma parte del estándar de atención al cliente, aunque las soluciones sean limitadas.

Ten preparadas tres frases básicas
Primero, para iniciar:
“Excuse me, I just saw that my flight is delayed, could you tell me what is happening?”
Segundo, para el problema principal:
“I have a connecting flight, what are my options?”
Tercero, para la ayuda básica:
“Am I entitled to any meal vouchers or assistance?”

Aprende a usar “options” y “rebook”
En vez de “¿qué vais a hacer?”, utiliza:
“What are my options?”
“Could you rebook me on a later flight today?”
Esto suena firme pero cooperativo.

No olvides preguntar por equipaje y documentos
Frases clave:
“Will my luggage be checked through to [destino]?”
“Should I keep my boarding passes and receipts?”
“Will I get a new boarding pass now or in [aeropuerto de conexión]?”

Pregunta siempre por vouchers y posible compensación
De forma suave:
“Since the delay is more than two hours, are we entitled to any food or drink vouchers?”
“If the delay becomes longer, is there any possibility of compensation?”
Aunque no te lo den en el momento, demuestras que conoces que estos temas existen.

Recuerda el cierre cortés
Incluso si estás cansado, ayuda mucho terminar con algo como:
“Thank you for explaining everything so clearly.”
“Thanks for your help, I know it’s not an easy situation.”
Eso mantiene la relación positiva y, muchas veces, predispone al empleado a ayudarte un poco más.

En una situación de vuelo retrasado o cancelado necesitas:
Vocabulario clave como delayed, cancelled, connecting flight, rebook, free of charge, meal voucher, financial compensation, full refund, next available flight, checked through, boarding pass, gate.
Estructuras claras y corteses como “I just saw that… could you tell me…?”, “I have a connecting flight, what are my options?”, “Are we entitled to…?”, “Could you rebook me…?”, “Should I keep my boarding passes and receipts?”.
Y la mentalidad de combinar firmeza en tus derechos con un tono calmado y colaborativo.