UNIT 11: CHANGES AND CANCELLATION

I. READING
 Activity 1: Pre- reading. Work in groups and discuss these questions.
1. What are the main reasons for tour changes and cancellation?
2. How can an outbound tour leader deal with changes and cancellation?
 Activity 2: While- reading
Passage A: Read the text and do the tasks bellow:
Under certain circumstances, it may be necessary to cancel a trip. However, without travel
insurance, a person stands to lose a great deal of money over tickets, tour fees, hotels, and other
prepaid activities. Fortunately, trip cancellation coverage offers reimbursement for up to 100%
these expenses when cancelling a trip (for a covered reason) before departure.
Top Reasons Most People Cancel Trips
There are many reasons a person may need to change travel plans. Under cancellation
coverage, there are certain acceptable reasons (known as covered reasons) to cancel a trip such
as the below. Covered reasons vary by policy and provider so be sure to read the covered
reasons before purchasing a policy.
 Injury or Illness. Sickness and injury are the top reasons for cancelling a trip. No one
enjoys traveling while feeling under the weather. Also, injury may make it impossible to
travel, especially on a plane or boat. Besides personal injury or illness, this covers
similar circumstances with a travel companion, family member, and business partner as
well.
 Death. Similar to the above, most trip cancellation plans will cover you if a family
member or traveling companion passes away unexpectedly prior to the trip.
 Natural Disaster. When a hurricane or similar natural disaster hits a destination after the
policy purchase, cancellation is typically covered.
 Acts of Terrorism/Evacuation. When a destination is evacuated for any reason or under
terror attack, it is possible to cancel plans without repercussions.
Financial Default of the Travel Company
 Death or Hospitalization of Host

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  Residence Damage. If a person’s home has been burglarized or damaged, a person may
cancel plans and return home at any time.
 Jury Duty or Military Deployment. Many people make vacation plans well in advance.
When a notice of jury duty or military deployment arrives, insurance makes it possible
to cancel trip plans without loss.
 Change of Employment. When a person has been terminated or transferred from a job, it
is possible to cancel travel plans.
 Traffic Accidents. If a person’s vehicle has been damaged in an auto accident prior to
leaving on a trip, plans can be altered without worries.
Cancellation Coverage for Any Reason
In the travel insurance world, there is also “Cancel for Any Reason” coverage. For instance, if a
person wants to cancel a trip to a foreign land over political upheaval concerns, this coverage
will ensure reimbursement for at least a portion of travel expenses.
Before purchasing trip insurance, it is vital to compare coverage. Each plan will offer various
benefits. It is essential to review and comprehend the individual description of coverage so that
the best policy is chosen.
a. Answer the following questions:
1. What will happen if one cancels a trip without travel insurance?
………………………………………………………………………………………………..
2. How do covered reasons vary?
………………………………………………………………………………………………..
3. How many covered reasons are mentioned in the reading?
………………………………………………………………………………………………..
4. What is “Cancel for Any Reason” coverage?
………………………………………………………………………………………………..
5. What should tourists do before purchasing trip insurance?
………………………………………………………………………………………………..
b. Mark the following statements are True (T) or False (F)
1. _____ The highest percentage of trip cancellation coverage is 50.
2. _____ Certain acceptable reasons under cancellation coverage are called covered reasons.
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3. _____ Injury or Illness and Death are the most two common covered reasons.
4. _____ Terror attack is also a covered reason.
5. _____ A person cannot change his trip plan if she/he has a traffic accident.
 Activity 3: Post- reading. Work in pairs and discuss the questions:
1. What questions should you ask your tourists for tour changes and cancellation?
2. How can an outbound tour leader negotiate with changes and cancellation?

II. GRAMMAR – VOCABULARY

 Activity 1: Grammar. Complete the sentences with the correct verbs from the word
bank about 10 Tips for Changing ticket or Postponing your trip.


Make Know Pick Invest Understand

Remember Choose Remember Know Use

1. __________ a Flexible Carrier

2. __________Your Reservations Early and Adjust Accordingly
3. __________in the Right Travel Insurance
4. __________ a Credit Card That's Protected
5. __________ the 24-Hour Rule and Other Cases for Reimbursement
6. __________Your Rights in an Emergency Situation
7. __________ When It's Cheaper - Not to Travel
8. __________the Associated Risks With the Places on Your Itinerary
9. __________ the Right Train Tickets and Car Rental Policy
10. __________ Policies Change According to Airline and Fare Purchased
 Activity 2: Use the words and expressions in the box to complete the following
paragraph.

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 When you buy an airline ticket, there are several questions you should ask yourself. First
of all, is the price you are being charged 1.__________? For example, does it include
2.__________ (in Britain, this will add another17.5% to the cost of your ticket), an airport 3.
__________ charge, airport 4.__________ tax or (in the UK) Air Passenger 5.__________?
Also, if you change the date or time of your flight, will you have to pay a financial
6.__________? You should also be aware that you might be required to pay a 7.____q______
before you fly (for example, to pay for unexpected rises in fuel costs)

Many tour operators, airlines, etc., have a policy of 8.__________ (they check their
competitors’ prices before setting their own), and this can result in serious 9.__________,
which is great news for travellers. Sometimes they charge different prices for different groups
of people: this policy of 10.__________ can result in very cheap prices for travellers who are
more flexible with dates, times and so on. Some operators have recently been accused of
11.__________ in order to prevent their competitors from succeeding in the market (or in some
cases, to prevent new competitors entering the market). When travel agencies sell holidays or
tickets for travel, they either receive a 12.__________ from the tour operator, or have a
13.__________ system (usually on a 14.__________ basis), where they add a percentage to the
tour operators' prices (agreed in advance with the tour operator) and charge this to the
customer.

III. LISTENING
 Activity 1: Complete the table below. Write ONE WORD A NUMBER for each
answer.
GREEK ISLAND HOLIDAYS
Insurance Benefits Maximum Amount
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Cancellation (1) £ ………………

Hospital £600. Additional benefit allows a (2) …………….. to travel

to resort

(3) ……………. Up to £1000. Depends on reason

departure

Personal belongings Up to £3000; £500 for one (4)……………….

Name of Assistant Manager: Ben (5) ……………….

Direct phone line: 081260543216

 Activity 2: A flight attendant is making announcements. Are these statements true

or false? Listen and check (✓) the correct answer.

True False

1. It will take twelve hours for the flight to get to New York. ☐ ☐
2. Passengers don't have their headphones yet. ☐ ☐
☐ ☐
3. The list of beverages and movies can both be foundin the
entertainment guide. ☐ ☐
4. After dinner, people will receive customs forms. ☐ ☐
5. The seatbelt sign is off right now.

IV. SPEAKING
 Activity 1: Read the conversation between a travel agent (TA) and a customer (C).
Complete the missing sentences
A. OK. Please cancel for me.
B. Ms.Thy please.
C. What? Let’s me think.
D. Yes. But now I want to cancel my trip for something.
E. Good afternoon! I would like to cancel a travel trip at your agent.
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 F. 184082338, please.
G. Thank you!

TA: Good afternoon! Sea travel agent. Giang speaking. May I help you?
C: ……………………………………………………………………………………….
TA: Can I help your name?
C: ……………………………………………………………………………………….
TA: And your ID number?
C: ……………………………………………………………………………………….
TA: Please wait for a minute. I’ll check your trip…
Your trip booked from 1st to 5th December in Da Lat city, right?
C: ……………………………………………………………………………………….
TA: Ms. Thy, If you cancel this trip, you have to pay $200 from deposit money last week. Do
you agree?
C: ……………………………………………………………………………………….
TA: Ms. Thy. It’s our regulation. Please comply with it.
C: ……………………………………………………………………………………….
TA: So, your trip is cancelled.
C: ……………………………………………………………………………………….
TA: You’re welcome.
 Activity 2: Make the conversations in the following situations :
1. You want to change the room / You want to cancel the room.
2. You want to change the tour / You want to cancel the tour.
3. You want to change the table in the restaurant / You want to cancel the table in the
restaurant