Intermediate · B1 / B2 · Travel

Lost Luggage & Problems

Your goal: report lost or damaged luggage, fill in a property irregularity report, and follow up without losing your temper.

1

Survival Phrases

Reporting at baggage claim

  • My bag hasn't come through — it was on the flight from Lisbon.
  • Here's my baggage tag and boarding pass.
  • Has anyone else from my flight reported missing luggage?

Describing the bag

  • It's a black hard-shell case with a red ribbon on the handle.
  • Medium-sized, navy blue, with wheels.
  • There's a name tag — it says 'Marina Costa'.

Following up

  • Could you give me a reference number for the report?
  • Where will the bag be delivered, and roughly when?
  • What happens if it's not found within 48 hours?

Everyday expenses

  • Am I entitled to claim for essentials while I wait?
  • Could you confirm that in writing, please?
2

Model Dialogue

Read the dialogue aloud twice — once for each speaker. Notice how B picks up A's words and adds something.

Agent: Baggage services, how can I help?

Marina: My suitcase didn't arrive — I was on TP123 from Lisbon.

Agent: I'm sorry about that. Can I see your tag and boarding pass?

Marina: Here. It's a black hard-shell case, medium, with a red ribbon on the handle.

Agent: Right. I'll log it as delayed. You'll get a reference number by text within the hour.

Marina: And if it's not found — what are my options?

Agent: If it's not located in 48 hours, we move to a claim. You can buy essentials and keep the receipts.

Marina: Good to know. Could you put that about the essentials in an email as well?

Agent: Of course — I'll send it now and you can reply with any receipts.

3

Register: formal vs informal

SituationMore formalMore informal / natural
Reporting the lossI'm afraid my luggage hasn't arrived.My bag didn't show up.
Pushing for actionI'd appreciate it if you could look into this as a matter of urgency.Can you sort this out quickly?
Asking for proofCould you confirm that in writing, please?Can you email me that?
Staying calm but firmI understand it's busy, but I do need a reference today.I need a reference now, please.
At B1/B2 the line between formal and informal is often tone and softeners (just, a bit, possibly), not different words. Soften requests when the stakes are higher.
4

Typical Mistakes (B1/B2 & Portuguese interference)

  • My luggage is lost. → My luggage hasn't arrived / is missing. ((lost = perdido para sempre))
  • I want my money back of the bag. → I'd like to claim for the bag. ((reembolso da mala = claim))
  • The bag has a ribbon red. → The bag has a red ribbon. ((ordem dos adjetivos))
  • Could you give me a number of reference? → Could you give me a reference number? ((reference number))
  • I will wait until they find. → I'll wait until it's found. ((it, passiva))
  • It's the fault of the airline. → It looks like it was the airline's responsibility. ((softer, less blame))
5

Culture Note

  • Keep receipts for essentials (toiletries, basic clothes) — airlines often reimburse up to a limit while the bag is missing.
  • A Property Irregularity Report (PIR) must usually be filed at the airport before you leave baggage claim.
  • Losing your temper at the counter rarely speeds things up — agents follow fixed procedures.
  • Compensation rules differ by region (e.g. Montreal Convention for international flights) — the airline won't volunteer the detail.
6

Practical Task

  1. Rebuild the dialogue with a damaged-bag scenario (zip broken, item cracked).
  2. Record both roles with calm but firm tone.
  3. Write a short follow-up email asking for the reference and essentials policy.
  4. Real-life mission: find the baggage policy on a real airline's site in English.

Before you finish, can you…

  • ☐describe a missing bag clearly?
  • ☐ask for a reference and a written confirmation?
  • ☐ask about essentials reimbursement?
  • ☐stay firm without sounding aggressive?
Bring your email — the teacher role-plays the agent who 'can't find' your report.