EngDiary 0011 - Flight delay (ticket rescheduling, refunds)

  1. Chats
  2. Questions
  3. Novel
  4. Practice


In an airport airline ticketing office, a male passenger is conversing with a female ticketing agent, engaged in the process of changing his flight. The setting is inside a busy airport terminal, with visible details such as the airline’s logo on the counter, passengers walking by with their luggage, and a display showing flight information in the background. The focus is on the interaction between the passenger and the agent, who are both standing at the counter. The male passenger appears to be explaining his situation, gesturing towards his documents, while the female agent is attentively listening and typing on her computer. The artwork should capture the sense of urgency and the importance of customer service in this scenario. The style should be watercolor, with soft edges and a light color palette to convey the airy and dynamic environment of the airport.


Webber: Excuse me, I’ve just seen that my flight has been delayed. Could you please provide me with some information on how long the delay might be and what options are available to me?

Alice: Certainly, Mr. Webber. I apologize for the inconvenience. The delay is currently estimated to be about three hours due to unforeseen operational issues. Regarding your ticket, you have a few options: you can choose to wait for the next available flight, reschedule your flight to a later date at no extra cost, or request a full refund. May I know your preference?

Webber: I appreciate the explanation, Alice. Could you tell me when the next available flight would be if I choose to wait?

Alice: Of course. The next flight to your destination is tomorrow morning at 8:00 AM. We can also offer you a complimentary hotel stay for the night due to the significant delay.

Webber: That sounds reasonable. However, I’m considering changing my plans. If I opt for the rescheduling, how far in advance can I change my flight?

Alice: You have the flexibility to reschedule your flight anytime within the next year from your original date of purchase, without any change fees. We aim to provide as much flexibility as possible to accommodate your plans.

Webber: And if I decide to cancel for a refund, how long would the refund process take?

Alice: If you choose to cancel for a refund, the amount will be credited back to your original method of payment within 7 to 10 business days. We strive to process it as quickly as possible.

Webber: I see. I think I’ll opt for the rescheduling. Can you help me with that?

Alice: Absolutely, I’d be happy to assist you with rescheduling your flight. Let’s look at the available dates and find one that suits your schedule best.

Alice: Excellent choice, Mr. Webber. To proceed with rescheduling your flight, may I have your preferred travel dates?

Webber: I’m looking at dates around the 20th of next month. Do you have any availability then?

Alice: Let me check for you. Yes, we have availability on the 20th. There’s a flight departing at 10:00 AM and another in the afternoon around 4:00 PM. Which one would you prefer?

Webber: The 10:00 AM flight sounds perfect. Could you book that for me?

Alice: Absolutely, I have reserved a seat for you on the 10:00 AM flight on the 20th. Now, because of the inconvenience caused by the delay, and to ensure a more comfortable journey for you, I would like to offer you a complimentary upgrade to business class for this rescheduled flight. Would that be acceptable to you?

Webber: Really? That would be wonderful, thank you! I accept the upgrade.

Alice: You’re welcome, Mr. Webber. It’s our way of apologizing for the inconvenience. I’ve processed the upgrade. You will now enjoy all the benefits of business class, including priority boarding, access to the lounge, and enhanced in-flight service. Your new boarding pass will be sent to your email.

Webber: That’s fantastic! I really appreciate this gesture. How will I know the details for the lounge access?

Alice: All the details you need, including the lounge location and access hours, will be included in the email with your new boarding pass. Additionally, our staff at the airport will also be available to guide you on the day of your flight.

Webber: Great! Is there anything else I need to do?

Alice: No further action is required on your part. Everything has been taken care of. I would just recommend arriving at the airport a bit earlier to enjoy the lounge facilities. Should you have any more questions or need further assistance, feel free to contact us.

Webber: Will do. Thank you very much for all your help, Alice. You’ve made this much easier for me.

Alice: It’s my pleasure, Mr. Webber. We look forward to welcoming you on board. Have a great day and safe travels!

Webber: It’s quite surprising to hear about the delay. Do delays like this happen often?

Alice: Not typically, Mr. Webber. This situation is quite exceptional. The airport is undergoing significant renovations to enhance passenger experience and operational efficiency. Unfortunately, this means that the number of available runways has been temporarily reduced, affecting both takeoffs and landings.

Webber: I see. That explains the delay. It must be challenging to manage so many flights with limited resources.

Alice: Indeed, it is a complex task. Our team is working closely with the airport authorities to minimize disruptions. Just today, some flights had to circle in the sky for a few hours before it was safe to land. It’s an unusual situation for us as well.

Webber: That sounds quite inconvenient for everyone involved. Circling for hours can’t be pleasant for the passengers or the crew.

Alice: Absolutely, and we truly empathize with everyone affected. Our priority is passenger safety and comfort, so we’re doing everything we can to accommodate affected travelers, like offering rescheduling options or upgrades when possible.

Webber: It’s good to know that measures are being taken to address the issue. I hope the renovations are completed soon for everyone’s sake.

Alice: We share that hope, Mr. Webber. The renovations are expected to bring significant improvements to the airport, making such delays a rare occurrence in the future. We appreciate your understanding and patience during this period.

Webber: Well, it sounds like it will be worth the wait. Thank you for the insightful conversation, Alice. It’s helped pass the time quite nicely.

Alice: It was my pleasure chatting with you. If you have any more questions or need assistance in the future, don’t hesitate to reach out. Enjoy the business class experience, and we look forward to serving you again.

Alice: Mr. Webber, if you have a moment, I’ve just reviewed your travel history with us and it’s quite impressive. It seems you travel frequently and have shown a great deal of loyalty to our airline.

Webber: Oh, really? I do travel a lot for work, and I’ve always preferred your airline for its service.

Alice: That’s wonderful to hear, and we truly appreciate your loyalty. Based on your travel history, I believe you would greatly benefit from joining our Advanced Program for loyal customers. It’s designed to reward frequent flyers like yourself.

Webber: That sounds interesting. What benefits does the program offer?

Alice: Our Advanced Program offers several exclusive benefits. First, as you accumulate flight miles, you’ll gain access to future dedicated seats on our flights, ensuring you always have the perfect spot. We also offer customized meal options catering to your preferences, personal flight attendants on certain flights for an unparalleled service experience, and even a special aircraft livery model featuring your likeness as a token of our appreciation for your loyalty.

Webber: That’s quite an offer. I’m especially intrigued by the idea of a customized aircraft model. How exactly does that work?

Alice: It’s a unique feature of our program. Once you reach a certain milestone in our loyalty program, our team will work with you to design a special edition aircraft model that reflects your image or personal brand. This model is a symbol of our appreciation and signifies your importance to us as a valued customer. It’s a way to celebrate your journeys and the shared experiences with our airline.

Webber: I must say, I’m genuinely impressed by the level of personalization and care. It definitely sets your airline apart. How can I join this program?

Alice: I can enroll you right away. All it takes is your confirmation, and we’ll take care of the rest. You’ll start enjoying the benefits immediately on your next flight with us.

Webber: Please, sign me up. It sounds like a fantastic way to make my travels even more rewarding.

Alice: Consider it done, Mr. Webber. Welcome to the Advanced Program! We look forward to making your future flights with us even more special. I’ll ensure all the information and your new program membership details are sent to your email.

Webber: Thank you, Alice. I appreciate all your help today. This has turned a delayed flight situation into a very positive experience.

Alice: It’s my pleasure, Mr. Webber. We aim to provide our passengers with the best experience possible, under any circumstances. Should you have any more questions or need further assistance, feel free to ask. Safe travels and see you on board soon!


What are my rights if my flight is delayed?

  • Can I get compensation for a flight delayed over 3 hours?
  • How can I reschedule my flight if it’s delayed?
  • What is the process for rescheduling a delayed flight to the next available one?
  • Are there any fees for changing a delayed flight?
  • Do airlines charge a fee for changing a ticket due to a delay?
  • Can I get a refund if my flight is significantly delayed?
  • Am I entitled to a full refund if my flight is delayed by more than 5 hours?
  • What accommodations do airlines offer for long delays?
  • Will the airline provide lodging for a delay that requires an overnight stay?
  • How do I claim compensation for a delayed flight?
  • What steps do I need to follow to claim compensation for my delayed flight under EU regulation 261/2004?
  • What options are available if I miss a connecting flight due to a delay?
  • If my initial flight’s delay causes me to miss my connection, what are my rerouting options?
  • Can I choose to cancel my trip altogether if the flight is delayed?
  • If my flight is delayed, can I opt to cancel my trip and receive a refund instead of rescheduling?
  • What should I do if the airline doesn’t provide timely information on delays?
  • Who can I contact if the airline fails to provide updates on the delay status?
  • Are meal vouchers or other amenities offered during a flight delay?
  • For a delay lasting more than a few hours, does the airline offer meal vouchers or airport lounge access?


In the bustling heart of summer, the echoes of an airport filled with passengers narrate tales of excitement, farewells, and the anticipation of reunions. Among these travelers was Emily, whose journey today was tinged with urgency. She was on her way to a critical job interview across the continent, a position she had dreamed of for years. However, fate had other plans.

As Emily approached the gleaming counters, a sudden announcement crackled through the airport speakers, “Attention passengers of Flight 207 to New York. We regret to inform you of a delay due to unforeseen technical issues.” The words were a jolt, disrupting the rhythm of her heartbeat. In an instant, her meticulously planned schedule seemed to crumble.

With a steadying breath, Emily approached the nearest help desk, her mind racing with questions. “Can I get compensation for a flight delayed over 3 hours?” she inquired, hoping for some solace in the form of airline accountability. The agent, with a practiced smile, explained the policies, suggesting that while compensation was a possibility, the immediate solution lay in rescheduling.

“Am I entitled to a full refund if my flight is delayed by more than 5 hours?” Emily pondered aloud, weighing her options. However, with her interview looming, cancellation was a luxury she could not afford. The agent, sensing her anxiety, offered, “If my initial flight’s delay causes me to miss my connection, what are my rerouting options?” This was the beacon of hope Emily needed. She could still make it, albeit through a different path.

As hours turned into a waiting game, Emily found herself amidst fellow passengers, each caught in their own web of delays. It was here, in the shared space of stranded souls, that Emily’s adventure took an unexpected turn. She struck up a conversation with Alex, a fellow traveler bound for the same city but for very different reasons. Alex was returning home after years abroad, his story a tapestry of adventures and misadventures.

Together, they navigated the labyrinth of rescheduling, the maze of airport dining, and the unexpected camaraderie found in mutual inconvenience. “For a delay lasting more than a few hours, does the airline offer meal vouchers or airport lounge access?” Alex joked, as they shared a meal courtesy of the airline’s compensatory measures.

The delay, while initially a source of frustration, became the backdrop against which Emily and Alex shared stories, laughter, and insights. It was a reminder that sometimes, the journey itself holds more significance than the destination.

As the night deepened and their rescheduled flight finally boarded, Emily and Alex found themselves reflecting on the serendipity of their meeting. What started as a delay had transformed into an unexpected connection, a friendship forged in the fires of inconvenience.

Upon landing, with the city’s skyline greeting them in the early hours, they exchanged numbers and promises to meet again. Emily made it to her interview with moments to spare, her spirit enriched by the unexpected journey. She realized that while the path to our destinations may be fraught with delays, it’s the detours that often lead us to the most memorable moments.

And so, “Delayed Departures” isn’t just a tale of missed flights and rescheduled plans. It’s a narrative about finding humanity in the chaos, the joy in the unexpected, and the enduring spirit of travelers who, despite delays, continue to chase their dreams across the skies.


  • If your flight is significantly delayed, the airline might offer you a __________ to book on another flight.

  • Passengers seeking a refund due to a delay may need to submit a __________ request to the airline.

  • Airlines sometimes provide __________ vouchers to passengers as compensation for long waits.

  • In case of a lengthy delay, you might be entitled to __________ compensation under certain air passenger rights regulations.

  • When a flight delay causes a missed connection, airlines typically offer to __________ the passenger’s itinerary at no extra charge.

  • To manage expectations, airlines should clearly communicate the __________ for the delay as soon as possible.

  • Travelers worried about delays can purchase __________ insurance to cover potential disruptions.

  • During a significant delay, passengers may seek access to the airline’s __________ lounge for a more comfortable waiting experience.

  • For international trips, a delay may require quick adjustments to __________, especially for tight schedules.

  • A proactive approach to dealing with delays involves checking the flight’s __________ status online before heading to the airport.

  • voucher

  • refund

  • meal

  • monetary

  • reroute

  • reason

  • travel

  • executive

  • itineraries

  • departure