Unit 1

Itinerary planning. Recommending holiday packages

A: Good morning! Welcome to our agency. My name is George. How can I help you today?

B: Morning, George, my name is Olivia Nilson, nice to meet you. I’m going to have a long weekend break next month which I’m looking for. I’d like to hear more about the two or three-day holiday packages you offer.

A: Of course, Ms Nilson, I can surely help with that. Could you please tell me what your preferred destination is?

B: Well, I don’t have a certain destination in mind. Actually, I’d prefer to go somewhere with a Mediterranean climate. I’ve already been to Greece, Italy and Spain, so I ‘d like to visit a place I haven’t been to before.

A: I see. Then I suggest Malta.

B: It sounds interesting. I know little about Malta. Please, share more about the packages you offer there.

A: Malta is a charming island with plenty of things to do and visit. We have three Malta tour packages and our most popular one is the Glimpse of Malta and Gozo. It’s ideal if you are visiting for a long weekend break. This itinerary includes Blue Grotto, Marsaxlokk, Mdina Medieval City, Rabat, San Anton Gardens and also the Island of Gozo. This unforgettable experience should not be missed!

B: Great, could you please share further details about this package?

A: Of course, it’s a three-day tour package with 4-star hotel accommodation in Sliema and pick up from and drop off at the airport included. The tours depart every Friday. They are accompanied by an English-speaking tour guide and the entrance fees at museums and the ferry fare are included. The duration of each tour usually takes from 6 to 9 hours.  Day 1 includes a visit to the Mdina Medieval City, Rabat and San Anton Gardens and takes approximately 6 hours. This tour will take you back in time to medieval Malta, the Roman period, and the very heart of Christianity, starting with a visit to Rabat, followed by a visit to the impressive St. Paul's catacombs, where in 60 AD the Apostle St Paul is said to have shipwrecked. The next stop includes the ancient city of Mdina, the Cathedral and the magnificent bastion walls which dominate the rural skyline. Mdina was the old capital of Malta and is also called the Silent City because of its tranquillity. The final stop is at the San Anton Gardens. These magnificent gardens are located in San Anton Palace, the official residence of the President of Malta

B: OK, this all seems very exciting. And what about day 2?

A: On day 2 the tour lasts for 6 hours, too, and the places covered include the Blue Grotto and Marsaxlokk Fishing Village in the south of the island. The magnificent Blue Grotto gives opportunities for boat trips which explore the incredible beauty of this natural wonder. The next stop is the village of Marsaxlokk which is famous for its fish restaurants where delicious fresh fish is served while you can enjoy the stunning views of the colourful traditional fishing boats called "luzzu". The last day of the tour involves Gozo and this tour takes about 9 hours. It starts with a visit to the shrine of Ta’Pinu, set in a stunning location. The next stop is the area known as ‘Dewjra’ with three interesting geological sites: Dwejra Bay, the Inland Sea, which is a lagoon of seawater that has access to the open sea, and the Fungus Rock. Just before the lunch break, there is a visit to Ta’ Dbiegi Crafts Village. There you can find local handmade pottery, mouth-blown glass, local lace and silver filigree at a good price. The stop after lunch is the capital city of Victoria and its fortified Citadel, overlooking the whole island and offering breathtaking views. The final part of the tour includes visiting a few villages with amazing scenic views of the landscape.

B: Lovely, thank you. How much is this tour package?

A: The cost of the whole holiday package is € 98O, Ms Nilson, but we have a discount this month, so you can book it for only €890. The optional Blue Grotto and Dwejra boat trips are not included in the package but there are complimentary snacks and drinks every afternoon.

B: This sounds great! I intend to travel next month.

A: The discount is valid until the end of this month but if you make an advance payment, you can take advantage of the same prices during the next month as well.

B: OK, how much is the advance payment?

A: You can pay 30% of the package and we shall block your dates. Then you’ll have to pay the rest by the end of next month.

B: Great, I’d like to book this package but first I have to discuss it with my boyfriend. Thank you for the useful information. It’s highly appreciated.

A: You’re welcome, Ms Nilson, don’t hesitate to ask me if you need more information. Here’s my business card.

B: Thank you.

A: My pleasure. Have a nice day.

Travel Agent: A                    Customer: B

A CONVERSATION AT A TRAVEL AGENCY

An example of a dialogue through which information about the customer's availability, budget and preferences for a destination is obtained

A: Good afternoon. Welcome to our agency. How can I help you today?

B: Hello! I am planning to go on holiday for a fortnight.

A: Great. Have you chosen a destination yet?

B: No, I was wondering what holiday packages you offer.

A: Of course, we can certainly help you with that. If you don’t have a destination in mind, I’d recommend some seaside resorts. They’re very nice at this time of the year. Our agency can offer you a wide range of holiday packages, including the price of meals, transport and accommodation. When would you like to go?

B: In 3 weeks’ time.

A: Are you travelling alone, Sir?

B: No, with my wife and 8-year-old twins.

A: That’s lovely. And what’s your budget for the holiday?

B: It’s around € 2,300.

A: I see. So, are you interested in a seaside holiday or would you prefer one in the mountains, or maybe a city break?

B: My wife and I were discussing a seaside holiday. We’d like to go somewhere abroad but not too far, you know, because of the children.

A: Of course, that makes sense. Most of our customers who book a holiday prefer that. Would you like to have additional excursions?

B: Yes, we’d like to do 2 or 3 trips.

A: Could I ask you where you went on holiday last summer?

B: Sure. We did a family trip to Turkey.

A: And what were your impressions?

B: The holiday was good...

A: So what did you like and was there anything that you disliked? I’m asking all these questions to better understand what is important to you in order to provide the best-suited option.

B: Well, I liked that the flight was not too long, it was not far from the airport and the climate was very good in Marmaris. The sea water was warm and clean, there were water slides and animation for the kids. But, on the other hand, it was very crowded, the food was of average quality and there was little fruit. Also, our hotel room wasn’t spacious enough for the four of us ...

A: I see. OK, I'll take this into account. Could we consider Turkey as one of the options for your holiday this year?

B: I think it's possible, but some place we haven’t been to would be better.

A: OK then. What else is important to you, how do you enjoy spending your time?

B: Definitely going sightseeing yet the most important thing is that the children are not bored and there is an option for them to go swimming. And last but not least – my wife and I are food and wine connoisseurs. Also, it would be great if there are sports facilities, too. I’d like to see something new and interesting, perhaps a different country in this region.

A: So, you prefer a short flight, warm clean sea, facilities for families with children and opportunities for several exciting excursions. Three destinations are suitable for your needs: Turkey, which you have already visited, Greece and Croatia. Take a look at these pictures of endless golden beaches in Greece. The locals are hospitable and they boast of excellent cuisine... If we talk about Croatia, then it has its own beauty, too. Have a look here, please.

(the travel agent shows a brochure to the customer)

A: Does anything catch your attention?

B: Yes, the Greece holidays. Such beautiful photos!

A: Great choice, Sir! Greece is very beautiful; you can relax on the mainland or on the islands. Mainland holidays are different from island ones, take Crete for example: great beaches, water parks and amazing local cuisine guarantee you an unforgettable island holiday. I recommend the island first. What do you think?

B: Good idea, I think I’ll choose Crete... I guess I liked it from the photos and your description!

 (the travel agent shows hotels in Crete and points out the advantages of the chosen destination)

A: Great! There are hotels in Crete whose facilities won’t allow your children to get bored and the whole family will have a good time.  I’d like to add that Crete is very interesting in terms of excursion options, too. Would you like me to print out a list of all the possible ones for you?

B: Yes, please. That would be great, thank you. We could choose a few of them with my wife and kids.

A: I can offer you three options for accommodation: The Alpha, the International and the Sun. The Alpha Hotel is located on the first line of the beach, the price is very reasonable; the International hotel is further from the beach, but has its own Olympic-sized swimming pool; the Sun is located on the first line, has an outdoor pool and tennis court and is currently on special offer for family bookings. It usually costs 20% more. Which option would you choose?

B: I think the Sun is the most fitting one. There is everything we need ...

A: Excellent choice, it’s a high-class hotel and I’m sure you’ll enjoy your stay there. Now, I’ll go ahead and make the reservations for you.