이귀숙 강사의 TOEIC SPEAKING

#234. TOEIC SPEAKING ( Part 5 – Q22 )   

안녕하세요 여러분,

오늘의 질문을 한번 볼까요?

[ Q 10]

Hi, my name is Alice Springs. I recently flew from New York to Beijing with your airlines. I was originally scheduled for an early morning flight, but my plane was overbooked, so I couldn’t leave until 2:30 in the afternoon. I had to wait around the airport for several hours and was very inconvenienced. Furthermore, because of the change, I had to cancel an important appointment. What makes matters worse is that I wasn’t offered any sort of compensation. Of course your employees were apologetic, but I don’t feel that is enough for being so inconvenienced especially since I’ve been planning this trip for months. I’m not sure about your company’s policy on overbooking, but I know this is not the industry standard. Please give me a call back at 987-2818 so we can discuss this further.

지난 몇 개월 간 준비해 온 해외 여행을 항공사의 과다 예약으로 인해 망쳐버렸다고 하네요. 예정된 시간보다 훨씬 늦게 출발해서 중요한 약속도 취소해야 했는데 문제는 이에 대한 보상이 없었다고 문제를 제기하고 있습니다. 다시 전화를 달라고 하는데, 그럼 어떻게 이 문제를 해결해줘야 할까요? 우선 정중히 사과를 하며 다시는 이런 일이 일어나지 않도록 하겠다고 약속하면 좋겠습니다. 또한 보상으로는 다음 여행에 대한 혜택을 제시할 수 있겠죠. 무료 국내선 항공권을 제공하거나 혹은 무료 좌석 승급을 제공할 수도 있습니다. 답변을 할 때 최대한 정중한 표현을 사용하여 사과를 전하는 것이 좋겠네요.

 [유용한 표현]

sincerely apologize for ~ ~에 대해 진심으로 사과하다

a free class upgrade 무료 좌석 승급

[ Model Answer ]

Hello, Ms. Springs. This is Ryan from Economic Airlines. We received your message about your experience while flying to Beijing. You said that you had inconvenient experience because of our overbooking and I’d like to sincerely apologize for this unpleasant experience. This is not a regular occurrence. As compensation, I’d like to offer you a free class upgrade on your next international flight with us. I hope we will be able to restore the faith in us that you might have lost. Once again, we’re really sorry and thank you for your understanding. We hope to keep business with you again in the future.