High-Utility Consumer Disputes — Ep 5: Flight Cancellation Reimbursement | English B1-B2
Shadow this lesson: play a line, pause, and repeat it out loud — matching speed and intonation.
Conversation Script
Passenger
My flight got cancelled last night and nobody told me anything about a refund.
Agent
I'm really sorry about that, let me pull up your booking and check the details.
Passenger
I already tried rebooking online, but the system just kept giving me an error.
Agent
That's frustrating, and honestly, our website has been a bit glitchy since the storm.
Passenger
Wait, so is this delay actually covered under your compensation policy or not?
Agent
Since we cancelled the flight ourselves, you're entitled to a full refund by law.
Passenger
Seriously? Because the last agent I spoke to told me it was only a travel voucher.
Agent
That agent was mistaken, and I apologize for the confusion that must have caused you.
Passenger
Okay, that's a relief, because I really need that money back before the end of the month.
Agent
I completely understand, so I'll process the refund request right now while you're on the line.
Passenger
How long will it actually take to show up in my account this time?
Agent
It usually takes seven to ten business days, but I'll flag it as urgent for you.
Passenger
I appreciate that, and could you also send me written confirmation by email today?
Agent
Absolutely, you'll have the confirmation email within the next few minutes, I promise.