Unit 3 · Travel & Experience · Lesson 13
When Things Go Wrong
Learn how to complain in English without sounding rude or weak. Practise soft openers and firm asks so you can sort out problems abroad and still walk away on good terms.
Warm-up · §1
5 minGet talking
What's the last thing you complained about? Did you get what you wanted?
Where's the line between 'polite' and 'too soft to be heard'?
Your flight is cancelled. You have a connection in 4 hours. What's your first sentence to the agent?
Grammar focus · §2
8–10 minComplaints and negotiation — soft opener, firm ask, clear deadline
Quick rule
Soft open + specific ask + clear deadline. Politeness is the wrapper; specificity is the payload.
Pattern builder
Soft opener
I'm afraid + there seems to be / I think there's
e.g. I'm afraid there seems to be a mistake on the bill.
Polite ask
Would it be possible to / I was wondering if you could
e.g. Would it be possible to change my seat?
Hedged conditional
If that's not possible, I'd appreciate…
e.g. If that's not possible, I'd appreciate a refund.
Set the deadline
by + time / before + event
e.g. I'd be grateful if this could be resolved by Friday.
Compare
| Too soft (gets ignored) | Too aggressive (gets resisted) | B2 — polite + specific |
|---|---|---|
| Sorry to bother you, maybe… | This is completely unacceptable! | I'm afraid there seems to be a problem — would it be possible to… |
| It's not a big deal, but… | I want to speak to your manager NOW. | I'd like to speak to a manager, please, if that's possible. |
| Whenever you can. | Fix this right now. | Ideally before my flight at 6pm. |
Examples
- →
I'm afraid there seems to be a problem with my booking — the room I'm in isn't the one I reserved.
- →
Would it be possible to move me to a quieter room, ideally tonight?
- →
I was wondering if you could let me know whether the flight has been rebooked.
- →
If that's not possible, I'd appreciate a full refund.
- →
I'd be grateful if this could be sorted by tomorrow morning.
Common mistakes
I want refund now.
✓ I'd appreciate a full refund, please, by the end of the week.
B2 = hedged modal + specific deadline.
This is your fault and I am very angry.
✓ I'm afraid this isn't quite what I'd booked. Could we look at it together?
Blame closes doors; framing as 'we' opens them.
Natural English
The word 'ideally' is gold: 'ideally tonight', 'ideally before 6pm'. It signals 'this is my real preference' without sounding demanding.
Deep dive (full explanation)
The B2 complaint follows a three-part shape: (1) SOFT OPENER that signals there's a problem without attacking ('I'm afraid there seems to be a problem with…'); (2) FIRM, SPECIFIC ASK using a modal or hedged conditional ('Would it be possible to… / I was wondering if you could…'); (3) CLEAR DEADLINE or alternative ('by tomorrow morning / or a refund'). The opposite — going straight in with 'This is unacceptable!' — gets less, not more. The grammar is polite but the ask is specific.
Question 1.Most natural B2 complaint opener:
Question 2.Best polite ask:
Question 3.Most natural hedged fallback:
Question 4.Best way to set a soft deadline:
Question 5.Most natural way to escalate calmly:
Build the sentence → spot the natural chunks → say it aloud → reply like a real conversation.
1.Rebuild the sentence — then say it aloud.
2.Rebuild the sentence — then say it aloud.
3.Rebuild the sentence — then say it aloud.
Quick check 1.Most natural B2 complaint opener:
Quick check 2.Best polite ask:
Vocabulary · §3
5–7 minWords & phrases to own
to lodge a complaint
to officially make a complaint.
to sort (sth) out
to resolve a problem.
a refund
money returned after a problem with a service / product.
compensation
money or extras given to make up for a problem.
a voucher
a paper or code you can exchange for goods / a service later.
to escalate (sth)
to take a complaint to a more senior person.
to follow up
to chase a complaint until it's resolved.
a misunderstanding
a polite way of saying there's been a mistake on either side.
to come to an arrangement
to agree on a solution.
in good faith
with honest intentions; trusting the other person.
Activate it now
Try this language on real-world situations — it's no use if it only lives in a textbook.
- Make it yours#1
Tell a 30-second story about a time you (or a friend) had to sort something out abroad.
to sort (sth) outto come to an arrangement - Complete#2
Finish: 'The last time I asked for a refund was when ___ and it ___.'
a refundto follow up - Your view#3
Agree or disagree: 'A voucher is never as good as a real refund.'
a vouchercompensation - Discuss#4
When is it worth escalating a complaint — and when is it not?
to escalate (sth) - Rank#5
Rank by how seriously you'd treat them: late delivery, wrong meal, double charge, broken booking, rude staff.
to lodge a complaint - Quick write#6
Write a 1-sentence opener for a polite complaint about a noisy hotel room.
a misunderstandingto sort (sth) out
Tap an item on the left, then tap its match on the right.
Pronunciation · §4
3–4 minStress + intonation — calm down, slow down
In a complaint, two things change voice: pace (slower) and pitch (lower at the end of sentences, not rising). Rising pitch sounds like a request; falling pitch sounds like a statement of fact. B2 complaints land best when said slower than your usual speech and with a falling intonation on the ask: 'Would it be possible to move me to a quieter ROOM ↘.'
- I'm a-FRAID there SEEMS to be a PRO-blem ↘
- Would it be POSS-ible to MOVE me to a QUIET-er ROOM ↘
- I-DEAL-ly before my FLIGHT at SIX ↘
- If THAT's not poss-ible, I'd a-PPRE-ciate a re-FUND ↘
Reading · §5
8–10 minThe Hotel That Triple-Booked Our Room
Listen to the passage
Tap play to listen. Replay as many times as you need.
We arrived in Lisbon at midnight after a delayed flight, only to be told that our room had been double-booked. Then triple-booked. The young man at reception was apologetic but visibly out of his depth. My first instinct was to be angry. I'd paid in advance. We'd flown for nine hours. It was almost one in the morning. But anger has a strange effect at a hotel reception desk: it makes the person in front of you defensive, and a defensive receptionist is a person who suddenly remembers the rules and forgets the favours. So I tried something different. I lowered my voice. I said, 'I can see this isn't your fault. There seems to have been a misunderstanding with the system. Could we look at what's possible together?' He visibly relaxed. He started typing. Two minutes later, he'd found us a suite in a partner hotel five minutes away, with breakfast included, and offered a voucher for our trouble. I'm not telling this story to brag about my diplomacy. I'm telling it because nothing about the language was clever. The trick was: take the blame off the person in front of you, name the problem clearly, and ask 'what's possible' rather than 'what's owed'. It works in airports, hotels, restaurants, customer service lines. It works in life, too. The most useful sentence in any language is the one that turns 'you against me' into 'us against the problem'.
Question 1.What was the problem at the hotel?
Question 2.How did the writer's approach change the outcome?
Question 3.What's the writer's main point?
Question 4.What does the writer call 'the most useful sentence in any language'?
Q1.The writer's flight was on time.
Q2.Anger made the receptionist more flexible.
Q3.The hotel found her a suite in a partner hotel.
Q4.The writer thinks clever language was the key.
Listening · §6
8–10 minA traveller at an airport service desk, dealing with a cancelled flight (about 1:45)
Listening audio
Tap play to listen. Replay as many times as you need.
Show transcript
Agent:Hi, how can I help?
Lara:Hi — I'm afraid there seems to be a problem with my flight. I just got a message saying BA503 has been cancelled, and I've got a connection in Rome in four hours.
Agent:Let me have a look. … Yes, I'm sorry, it's been cancelled due to crew issues.
Lara:OK. I'm sure it's not your fault. Would it be possible to get me on the next flight to Rome, ideally before my connection at 6pm?
Agent:There's one at 2:40 — it would put you in at 5:15. Tight, but possible.
Lara:I'd really appreciate that, if you can. And if I miss the connection because of this, can you confirm what happens?
Agent:We'd rebook you on the next available and provide a hotel if you needed to stay overnight.
Lara:Perfect. And I'd like to follow up about compensation for the cancellation in writing — what's the best email?
Agent:Customerrelations at the airline. Quote the booking reference. They usually reply within 5 working days.
Lara:Brilliant. Thanks so much for sorting this out so quickly.
Agent:My pleasure. Have a good flight.
Question 1.What's Lara's main problem?
Question 2.What softens Lara's first complaint sentence?
Question 3.What does Lara say about compensation?
Question 4.How does Lara close the interaction?
Exam skills · §7
5 minStrategy focus — Polite frame, specific ask, written follow-up
Task
Real-world complaints (and Speaking-test roleplays) reward learners who stay calm, ask for something specific, and confirm next steps. The combination 'soft frame + specific ask + written follow-up' moves problems through faster than anger ever does.
Strategy
Open with 'I'm afraid there seems to be a problem with…' → state the specific ask with 'Would it be possible to…' → add an 'ideally' deadline → close with 'I'd like to follow up about ___ in writing — what's the best email?' → thank the person who helped. This pattern is portable to airports, hotels, restaurants, banks, online services.
Example
I'm afraid there seems to be a problem with the order I received this morning. Would it be possible to send a replacement, ideally before Friday? If that's not possible, I'd appreciate a full refund. I'd also like to follow up about compensation for the inconvenience in writing — what's the best email?
Practice · §8
8–10 minFill in the blank
Question 1.I'm ___ there seems to be a problem with my booking.
Question 2.Would it ___ possible to change my flight?
Question 3.If that's not possible, I'd ___ a refund.
Question 4.Ideally ___ my connection at 6pm.
Question 5.I'd like to ___ up about compensation in writing.
Question 6.Thanks so much for ___ this out so quickly.
Q1.Polite opener: 'I'm afraid there ___ to be a problem with my booking.'
Q2.Polite ask: 'Would it be ___ to change my seat?'
Q3.Hedged fallback: 'If that's not possible, I'd ___ a full refund.'
Writing · §9
5 minPut it in writing
Your task
Write a 130–170 word polite-but-firm complaint email about ONE real or invented problem (hotel, flight, order, restaurant). Use AT LEAST: 'I'm afraid…', 'Would it be possible to…', an 'ideally' deadline, and a 'follow up in writing' close.
Your answer
Show model answer
Dear Customer Service, I am writing about my recent stay at the Riverside Hotel (booking ref. RH24-8821, 12–14 May). I'm afraid there seems to have been a misunderstanding with my booking: although I had reserved a quiet double room, I was placed in a room directly above the bar and lost most of two nights' sleep. The staff at reception were kind, but no quieter room was available at the time. I'd be grateful if you could let me know what compensation is possible — ideally a partial refund, or a credit towards a future stay if that's easier on your side. If the matter could be resolved by the end of next week, I would very much appreciate it. I'm happy to follow up with any further details you need. Thank you for your time. I look forward to hearing from you. Kind regards, Maya Antonova
Speaking · §10
10–15 minMake it a real conversation
ROLEPLAY — The Service Desk. You're at an airport service desk, hotel reception or restaurant. Your partner (or the teacher) plays the agent. State one specific problem, ask for one specific fix with a deadline, and confirm a written follow-up. Swap roles and try a different scenario.
Useful phrases
- • I'm afraid there seems to be a problem with…
- • I can see it isn't your fault, but…
- • Would it be possible to…
- • Ideally before / by…
- • If that's not possible, I'd appreciate…
- • I'd like to follow up in writing — what's the best email?
- • Thanks so much for sorting this out.
- AgentHow can I help?
- You_______________
- AgentOK, let me look. What would you like us to do?
- You_______________
- AgentWe can do that. Anything else?
- You_______________
Optional · Teacher-led
Teacher Activities
Optional teacher-led activities for live classes. ~27 min total
Homework · §11
Take-homeTake it home
Send (or draft) a real polite complaint email using the four parts: soft opener, specific ask, deadline, follow-up.
Record a 90-second voice note of yourself complaining politely about a hotel issue. Listen back: did you slow down and drop your pitch?
Write a true sentence using each: lodge a complaint, sort out, refund, compensation, escalate, follow up, come to an arrangement.
Find an airport customer service video on YouTube. Write down two soft openers and one specific ask you hear.
Recap · §12
2–3 minWhat you've learned
- You can complain politely with 'I'm afraid there seems to be a problem with…'.
- You can ask for a specific fix with 'Would it be possible to…' + an 'ideally' deadline.
- You can hedge a fallback with 'If that's not possible, I'd appreciate…'.
- You can escalate calmly and confirm a written follow-up.
- You can slow your pace and drop your pitch to sound calm and credible.