· At the Airport

Jenny Zielinski is an American journalist who works in the New York office of a magazine called NewYork24seven, and who is married to Rob Walker, a British journalist who works for the same magazine.
Jenny has just arrived in London for business, but she's planning to visit her father-in-law, Henry, for a few days first. She talks to fellow passenger Andrew Page in the airport while a misterious man watches them.

· How to arrive at Heathrow

You already saw a situation at the airport in: Básico 2: Unit 3A - Airports

baggage claim 01.jpg
baggage claim 02.jpg

At the Airport - vocabulary 01.jpeg

At the Airport - vocabulary 02.jpg

At the Airport - vocabulary 03.jpeg

At the Airport - vocabulary 04.jpg

At the Airport - vocabulary 05.jpg

At the Airport - vocabulary 06.png

At the Airport - vocabulary 09.JPG

At the Airport - vocabulary 10.jpg

At the Airport - vocabulary 11.jpg

· Bags:

At the Airport - vocabulary 07.jpg

At the Airport - vocabulary 08.jpg

Things that you may have in your luggage:
toiletries 01.jpg

toiletries 02.jpg

Personal belongings:
personal belongings.jpg

women clothing.jpg

Lost Luggage.jpg

Lost Luggage 04.jpg

Baggage Identification Chart:
Lost Luggage 06.jpg

London Heathrow Airport
London Heathrow T5.jpg

· Describing luggage:

Type of luggage:
type of luggage 01.jpg

type of luggage 02.jpg

Bags and flexible containers

Taken from: http://en.wikipedia.org/wiki/Suitcase


fabric names.jpg
hard plastic
(lona, tela)
synthetic material
hard plastic suitcase.jpg
canvas suitcase.jpg
syntetic material.jpg
leather suitcase.jpg
Visit: http://www.worldtraveler.com/luggage-materials

suitcase size.png

small medium large.jpg

four wheel suitcase

suicase logo

suitcase label

suitcase lock

suitcase handle
four wheel suitcase.jpg

suitcase logo.jpg

suitcase label.jpg

suitcase lock.jpg

suitcase handle.jpg

description of a suitcase.jpg

Do this activity:

At the passport control.jpg

There is a movie called Baggage Claim:

Do the quiz:


drive off
alejarse en coche
pop up
aparecer de repente, saltar
it's a slang expresssion for someone who's very good with computers (friki informático)

· Writing

You have just landed at London Heathrow airport flying from Madrid. You can't find your luggage and you have already talked with someone at the Lost Luggage counter, but you also want to claim for it more formally. Write a complaint letter to the company. (165 words)

How to write complaint letters

· http://www.heathrowairport.com/heathrow-airport-guide/arriving-passengers/baggage-reclaim
· http://www.heathrowairport.com/heathrow-airport-guide/services-and-facilities/lost-property

Ideas to take into account:

Dear Mr. Smith,
Dear Sir or Madam,
· start with the reason for writing
· state clearly what you want to complain about
I am writing to complain / protest about …
I am writing to complain about the inconvenience caused to me …
I am writing to you concerning my stay …
I am writing to you with regard to …
I am writing about …
I wish to draw your attention to …
I wish to complain about …
I wish to express my dissatisfaction regarding …
There are two matters that we feel we should bring to your attention
I am extremely concerned that …
I am afraid that …
The problem is …
Unfortunately …
I was very disappointed with …
Main Part
justify your complaint and provide as much detail as necessary in order for the addressee to understand your problem
The problem is that …
I experienced that following problems …
Firstly, … Secondly, … Thirdly, …
There may be a misunderstanding about …
Moreover, …
In addition, …
However, …
Much to our annoyance, however, …
I am sorry to have to inform you that …
This is why I am considering …
I really believe …
Considering how much I paid …
… is unacceptable
I am more than disappointed with …
a specific demand for action
I would be grateful if you could help me in this matter …
I would be grateful if you could give us some explanation, …
I believe that I should receive a refund.
I look forward to receiving your suggestions as to how the situation can be put right …
I feel I am entitled to compensation …
I do not usually complain, but, given all the inconvenience, I am sure you will be interested in my comments.
Complimentary Close

Thank you for your cooperation / trouble.
I look forward to your reply and a refund / resolution of my complaint.
I look forward to hearing from you soon / as soon as possible.
I look forward to receiving an apology and a correction of the facts.
I look forward to your response.
Yours faithfully,
Yours sincerely,
(Best) Regards,

1. Background:

Describe the situation:
  • I am writing to inform you that the goods we ordered from your company have not been supplied correctly.
  • I attended your exhibition Sound Systems 2014 at the Fortune Hotel (22-25 January) and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organisational problems.
  • I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank. Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following issues.
  • I am writing to inform you of my dissatisfaction with the food and drinks at the 'European Restaurant' on 18 January this year.

2. Problem:

Say the cause:
  • On 26 September 2014 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.
  • Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable.
  • You sent us an invoice for $10,532, but did not deduct our usual 10% discount.
  • We have found 16 spelling errors and 2 mis-labelled diagrams in the sample book.

Say the effect:
  • This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience.
  • Even after spending several wasted hours trying to register in this way, the computer would not accept my application.
  • I am therefore returning the invoice to you for correction.
  • This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books.
3. Solution:

  • I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.
  • Could I please ask you to look into these matters.
  • Please send us a corrected invoice for $9,479
  • I enclose a copy of the book with the errors highlighted. Please re-print the book and send it to us by next Friday.

4. Warning:

  • Otherwise, we may have to look elsewhere for our supplies.
  • I'm afraid that if these conditions are not met, we may be forced to take legal action.
  • If the outstanding fees are not paid by Tuesday, 14 October 2014, you will incur a 10% late payment fee.

5. Closing:

  • I look forward to receiving your explanation of these matters.
  • I look forward to receiving your payment.
  • I look forward to hearing from you shortly.


The tone of complaint letters should not be aggressive or insulting, as this would annoy the reader and not encourage them to solve the problem. In addition, questions such as 'Why can't you get this right?' should not be included.

  • The content should contain enough details so that the receiver does not have to write back requesting more.
  • Legal action is not normally threatened in the first letter of complaint, unless the situation is very serious.

· Game - Lost Property

across (from side to side)

across / down
curved line.png

crossword across vs down.jpg

wide / narrow

wide vs narrow 02.jpg

Remember that you learnt more vocabulary related with clothes in:
· Básico 2: Practical English - The wrong shoes

Lost objects:
teddy bear
scarf 02.jpg

plus /plʌʃ/



handle umbrella.jpg


handle case.gif

At a guide tour:
1. Make groups of five to seven students:
· one student works at a train station (you have the card: "Train station").
· one student works at a taxi office (you have the card: "Taxi office").
· one student works at a restaurant (your have the card: "Restaurant").
· the other students are tourist guides who have lost some objects: an umbrella, a scarf, ... (you have some small pictures that represent the objects you have lost).

2. No one looks at other students' pictures while you are describing the objects.

3. Tourist guides will go to every place to describe the lost objects and ask questions. No one can use or move their hands when they are speaking.
Tourist guides
It's a scarf.
What's it like?
It has black and white stripes.
Does it have stripes across it or along it?

It's a suitcase.
What is it like?
It is a big one.
Does it have wheels?

4. Once you are very sure that your object is in that place, compare the pictures to see if you are correct.

5. Try to make a conversation: e.g. I was here this morning. / Yes, I memember you. / Now that you are here wouldn't you like to have something to drink? / ...