What English do you need at the airport?

I'm very sorry to hear that. Your experience matters to us. Can you tell me exactly what happened? I'd like to understand the full situation.

非常抱歉。您的体验对我们很重要。能具体说说发生了什么吗？我想了解全部情况。

That's completely unacceptable, and I sincerely apologize. Do you remember which counter number or the agent's name? I want to address this specifically.

这完全不能接受，我真诚道歉。你记得是哪个柜台号码或工作人员的名字吗？我要具体处理这件事。

I'll look into both the staffing issue and the specific agent's behavior. I've noted everything you've told me. Can I offer you a $30 meal voucher as a gesture of apology while I investigate?

人手不足的问题和该工作人员的行为我都会调查。您说的我都记下了。在我调查期间，能接受一张30美元的餐饮券作为道歉吗？

Absolutely. I'll file a formal incident report, and the agent's supervisor will be notified today. If you leave your email, I'll send you an update on what actions we've taken within 5 business days.

一定会的。我会提交正式的事件报告，今天就通知该工作人员的主管。如果您留下邮箱，5个工作日内我会发邮件告知我们采取了什么措施。

Thank you for bringing it to our attention. We can only improve if passengers speak up. Here's your voucher, and my business card — feel free to contact me directly if anything else comes up. Have a safe journey.

谢谢您告知我们。只有旅客反映问题我们才能改进。这是您的餐饮券和我的名片——如果还有什么问题请直接联系我。祝您旅途平安。

You have three options: fill out a paper complaint form here at the counter, submit one online through our website, or write an email to our customer relations department. Which would you prefer?

您有三个选择：在柜台这里填纸质投诉表，在我们网站上在线提交，或者给客户关系部门发邮件。您选哪种？

That's your right. Here's the form. It asks for your personal details, flight information, a description of the incident, and what resolution you're seeking.

这是您的权利。给您表格。需要填写个人信息、航班信息、事件描述，以及您希望的解决方案。

You can request monetary compensation, flight credits, frequent flyer miles, or a formal apology. For business losses, you may also want to submit a separate claim with documentation of the meeting and any financial impact.

您可以要求经济赔偿、航班积分、常旅客里程或正式道歉。对于商务损失，您可能还需要单独提交索赔，附上会议相关文件和经济影响的证明。

Paper forms are forwarded to our regional customer service team — they respond within 14 business days. Online submissions go to the same team but are usually faster — about 7 to 10 business days.

纸质表格转交给我们的区域客户服务团队——14个工作日内回复。在线提交也是同一个团队处理，但通常更快——大约7到10个工作日。

Yes. You can escalate to the airline's head office, and beyond that, to the aviation authority in this country. The response letter will include escalation instructions. You can also file with consumer protection agencies.

可以。您可以升级到航空公司总部，之后还可以向该国的航空管理局投诉。回复信里会包含升级处理的说明。您也可以向消费者保护机构投诉。

Of course. I'll make a photocopy right now. Here's your copy with a reference number stamped on it. Keep this — you'll need it for any follow-up. I genuinely hope we can resolve this to your satisfaction.

当然。我现在复印一份。这是您的副本，上面盖了参考编号。保留好——后续跟进需要用到。我真心希望能让您满意地解决这件事。