Asking for Help at the Airport Information Desk.

At the start of a journey you often feel tired, excited and a little lost. In this lesson you step into a busy international airport and go to the information desk to ask for help. You practise greeting staff, introducing yourself and explaining what you need, such as directions to check in, toilets or public transport. You review numbers, dates and times so you can understand opening hours, departure boards and meeting times. You also meet useful survival phrases for when you do not understand, and you practise spelling your name and giving your phone number clearly. Through short dialogues, listening tasks and guided role plays, you get used to the sound of real travel English and start to answer simple follow up questions. By the end of the lesson you can approach airport staff with confidence, ask for basic information politely and keep the conversation going long enough to get clear, accurate help.

1. Arriving at the airport information desk.

Picture yourself walking into a large international airport. You are tired, maybe a little nervous, and there are signs and screens everywhere. You are not sure where to go next. Instead of walking in circles, you decide to go straight to the information desk and ask for help in clear, polite English. In this block, we will focus on that very first moment: how to greet the staff, say you are lost and explain what you need. You will hear a short model dialogue between a traveller and an information desk assistant. Listen for how the traveller starts the conversation, how they ask for help and how they end the conversation politely. Do not worry if you do not understand every single word. Focus first on the key phrases such as “Excuse me, could you help me, please?” and “I am a bit lost”. After listening, you will answer a few simple questions in writing to check the main ideas, and we will look closely at the useful language together.

Stepping up to the information desk.

You have just arrived at London International Airport. You see a big blue sign: INFORMATION. Behind the desk there is a member of staff, smiling and ready to help.

You take a deep breath and walk over.

Below is a short model dialogue between a traveller and the information desk assistant. Read it carefully. You will listen to a very similar version in the activity.

Notice the structure.

This is a very typical information desk conversation. It has a clear structure:

Polite greeting and request

“Excuse me, could you help me, please?”

Short explanation of the situation or feeling

“I have just arrived and I am a bit lost.”

Clear questions about what you need

“Where is the check in area…?”

“Where are the toilets, please?”

“How do I get to the city centre?”

Polite ending

“Thank you very much for your help.”

Useful phrases from this scene.

Try to remember these high‑value chunks. You will use them again and again:

• Excuse me, could you help me, please?
• I am a bit lost.
• Where is the check in area?
• How do I get to the city centre?
• Thank you very much for your help.

In the activity below, you will listen to a similar dialogue and then answer a few questions about it. Focus on the meaning first, not every small word.

Practice & Feedback

You are going to listen to a short conversation at the airport information desk. Listen once for the general idea, then listen a second time and focus on the details.

After listening, please answer these questions in full sentences:

1. Why does the traveller go to the information desk?
2. What two places does the traveller ask about?
3. How does the traveller end the conversation politely?

Write your answers in the box. Try to use some of the phrases you saw on the screen, for example “The traveller is a bit lost” or “At the end, the traveller says…”. Do not worry about spelling every word perfectly, but do try to make your sentences clear and complete. Aim for 3–5 short sentences in total.

2. Explaining what you need and where to go.

Now that you can start the conversation at the information desk, let us look more closely at how you explain what you need. When you are tired or stressed, it is easy to say only one word, for example “Toilets?” or “Bus?”. That can work, but it is not always clear or polite. In this block, we are going to build natural, short questions you can use to ask for places and services inside the airport and in the city. We will focus on a few really useful patterns such as “Where is…?”, “Where are…?”, and “How do I get to…?”. You will also see some common airport locations like the check in area, toilets, cash machine and information about transport to the city centre. After you read the examples on the screen, you will do a small writing task where you turn simple notes into full, polite questions to ask the information desk assistant. This will help you sound more confident and friendly when you ask for help.

Moving from single words to clear questions.

It is very common to hear travellers say only one or two words at an information desk:

> “Toilets?”

> “Bus city?”

> “Wi‑Fi?”

People usually understand, but it sounds very basic and sometimes a little rude. With just a few extra words, you can make your questions clearer and more polite.

Key patterns for asking about places.

Use these simple patterns to ask about locations and services.

• Where is + singular place?
• Where is the check in area?
• Where is the nearest cash machine?

• Where are + plural place?
• Where are the toilets, please?
• Where are the taxi ranks?

• How do I get to + place?
• How do I get to the city centre?
• How do I get to the train station from here?

You can also add a short explanation before your question:

• “I am a bit lost. Where is the check in area?”
• “I need some cash. Where is the nearest cash machine?”

Polite extras that make a big difference.

Adding small polite words makes your English sound friendlier and more natural:

• Excuse me…
• …could you help me, please?
• …please?

Compare:

• “Toilets?”
• “Excuse me, where are the toilets, please?”

The second version is longer, but it is much easier for staff to understand and it sounds respectful.

Mini practice: match notes to questions.

Imagine you quickly write these notes in your phone before you speak:

• check in
• toilets
• city centre bus
• nearest cash machine

How can you turn these notes into full sentences? In the activity below you will write complete questions you could say to the information desk assistant, using the patterns from this block.

Practice & Feedback

Read the four notes below. Imagine you are standing at the information desk and you want to ask about each thing in clear, polite English.

Notes:

• check in
• toilets
• city centre bus
• nearest cash machine

Your task is to write four full questions, one for each note. Use the patterns from the screen, for example:

• Where is…?
• Where are…?
• How do I get to…?

Add polite words like “Excuse me” and “please” if you can. You can put all four questions in one paragraph or as a short list. Aim for one clear sentence per question. Do not just write single words – this is your chance to practise sounding confident and friendly at the information desk.

3. Checking times, numbers and simple details.

At an information desk you often ask not only about places, but also about **times, numbers and simple details**. For example, you might need to know what time a service opens, when the last bus leaves, or which gate your flight uses. If you misunderstand a time or a number, you can easily miss a bus or go to the wrong place. In this block, we will practise reading and understanding basic travel information in English: opening hours, bus times and gate numbers. I will show you a small timetable and some notes, like you might see at an airport information board. Then you will answer a few questions about them in writing. This is good practice for quickly scanning information and picking out what is important. While you work, remember useful questions like “What time does it open?” and checking phrases such as “So the last bus is at eleven thirty, right?”. These habits help you avoid problems when you travel.

Why times and numbers matter at the desk.

Imagine this situation. You ask the information desk:

> “How do I get to the city centre?”

The staff member says, “You can take the airport bus from Stop B. It leaves every thirty minutes. The last bus is at 23:30.”

If you only understand “bus” and “city centre”, you still do not know when to go or if there is a bus late at night. Being able to read and understand times and numbers helps you feel much calmer.

A mini airport information board.

Look at this small information board and notes.

Additional note from staff:

> “Your flight to Madrid boards at gate 10. Boarding starts at 10:15.”

Useful question and checking phrases.

Here are some questions you can use at the desk:

• What time does it open?
• What time does the last bus leave?
• Is this the right way to gate ten?
• What time does boarding start?

And some checking phrases when you are not sure:

• “So the last bus is at eleven thirty, right?”
• “Let me check: gate ten, boarding at ten fifteen?”

In the activity below, you will answer questions about the table in full sentences. This will help you practise understanding and using times and numbers in a real travel context.

Practice & Feedback

Read the information board on the screen again. Then answer the questions below in full sentences. You can write your answers as one short paragraph or as numbered answers.

Questions:

1. What time does the tourist information office open and close?
2. When does the last airport bus to the city centre leave, and from which stop?
3. At what times is the first and last train on metro line A?
4. How long before your flight should you arrive at the security check?
5. What is your gate number for the flight to Madrid, and what time does boarding start?

Try to include time words like “at”, “from” and “until” (for example, “It is open from nine o’clock until six o’clock”). Aim for 5–8 sentences in total. Do not worry if your times are not written exactly like the table; focus on clear English.

4. Spelling your name and giving contact details.

Sometimes at an information desk, the staff member needs to record your details. For example, maybe you have lost something and they want to contact you later, or they are helping you with a special service. In these moments, you need to **spell your name** and give your **phone number** or **email address** clearly. Many travellers find this stressful, because names and numbers in English can sound very different from their language. In this block, we will focus on simple, clear phrases to introduce and spell your name, and to give a phone number slowly. We will keep it very practical. I will show you model sentences like “My name is Anna, that is spelt A N N A” and “My phone number is…”. Then, in the activity, you will write how you would say your own name and contact number. If you do not want to use your real details, you can invent them. The important thing is to practise the structure and the spelling pattern.

When you need to give your details.

At an information desk, you usually ask questions and the staff answer. However, sometimes they need information from you. For example:

• You report a lost item and they want to call you.
• You book a tour, taxi or hotel shuttle at the desk.
• There is a problem with your ticket and they need your details.

In these cases, you might hear questions like:

• “Can I take your name, please?”
• “Could you spell that for me?”
• “Do you have a contact number?”

Clear phrases for names and spelling.

Here is a useful model from the chunk bank:

> “My name is Anna, that is spelt A N N A.”

You can change Anna to your own name, of course. Notice the structure:

1. Say your full name.
2. Say “that is spelt” and then give the letters one by one.

Other examples:

• “My surname is Silva, that is spelt S I L V A.”
• “That is Garcia, G A R C I A.”

Giving your phone number.

When you give a phone number, it is helpful to:

• start with “My phone number is…”
• say the numbers slowly, in small groups
• repeat if necessary.

Examples:

• “My phone number is 07 934 268 510.”
• “My local number is 020 7946 1234.”

If the staff member does not understand, you can add:

• “Could you say that again, please?” (if you did not understand them)
• “Shall I spell that for you?” (if they did not understand you)

In the activity below, you will practise writing the exact sentences you would use to give your name and phone number at the information desk.

Practice & Feedback

Imagine you are at the airport information desk. You have reported a small problem, and the staff member says:

> “Can I take your name and a contact number, please?”

Your task is to write 3–4 sentences with the information you would give.

Please include:

1. A sentence with your full name.
2. A sentence where you spell your name (or surname) letter by letter, using the structure “that is spelt …”.
3. A sentence giving a phone number.

For privacy, you can change your name slightly or invent a phone number, but keep it realistic. For example: “My name is Lina, that is spelt L I N A. My phone number is 07…”. Try to copy the patterns from the models on the screen so your English sounds natural and confident.

5. Staying calm when you do not understand.

Even when your English is good, airports can be noisy and confusing. Staff may speak quickly, there are announcements in the background, and you might feel tired. It is completely normal to **not understand everything** the first time. What is important is that you know how to manage this situation politely, so you still get the help you need. In this block, we will focus on “repair phrases” – short sentences you can use when you have problems understanding someone, or when you do not understand a sign or instruction. You already have some of these in your chunk bank, such as “Could you say that again, please?”, “Could you speak a little more slowly?” and “I do not understand this sign.” We will look at them in a short chat‑style example between a traveller and an information desk assistant. Then you will write your own mini chat, using these phrases to keep the conversation going when communication is difficult.

It is OK to not understand everything.

Imagine this scene. You are at the information desk. The staff member answers your question, but you only catch a few words because of the noise around you. Many travellers just smile and walk away, still confused. A better strategy is to ask the staff member to help you understand.

Key repair phrases.

Here are three powerful phrases from your chunk bank:

• Could you say that again, please?
• Could you speak a little more slowly?
• I do not understand this sign.

You can also combine them with more detail:

• “Sorry, I did not catch that. Could you speak a little more slowly?”
• “I am a bit lost. I do not understand this sign. Could you explain it, please?”

These phrases are polite and very common. Staff are usually happy to repeat or explain.

Example chat with repair phrases.

Read this short text‑chat style conversation between a traveller and the airport information desk on a messaging app.

Traveller: Excuse me, could you help me, please? I am a bit lost.

Staff: Of course. What do you need?

Traveller: I need to get to gate 10. Is this the right way to gate ten?

Staff: Yes, go straight ahead and then turn left after the café.

Traveller: Sorry, could you say that again, please?

Staff: No problem. Go straight ahead, then turn left after the café. The gate is on your right.

Traveller: Thank you. One more thing. I do not understand this sign about the bus to the city centre.

Staff: It means the last bus leaves at 23:30 from Stop B.

Traveller: Could you speak a little more slowly?

Staff: Yes, of course. The last bus is at twenty‑three thirty from Stop B.

In the activity, you will create your own short chat like this, using repair phrases to stay calm and get clear information.

Practice & Feedback

Now it is your turn to write a short chat conversation between you and an information desk assistant. Imagine you are chatting in a travel app or on WhatsApp with airport information.

Use this situation:

• You want to get to gate 10 and then later to the city centre.
• The staff member explains, but you do not understand everything the first time.

Your chat should:

• start with a polite opening (for example, “Excuse me, could you help me, please?”),
• include at least two repair phrases (for example, “Could you say that again, please?”, “Could you speak a little more slowly?”, “I do not understand this sign.”),
• end with a polite thanks.

Write it like a real chat, with Traveller: and Staff: at the beginning of each line. Aim for 6–10 lines in total. Do not worry if the staff messages are not perfect; focus on using the key repair phrases naturally.

6. Full information desk conversation practice.

You have now practised many key parts of an airport information desk conversation: greeting politely, explaining that you are a bit lost, asking about places and services, checking times and numbers, spelling your name and giving a phone number, and using repair phrases when you do not understand. In this final block, we are going to bring everything together in one complete interaction. Imagine you are really at the information desk at the start of your trip. You need several pieces of information, and you want to sound calm, clear and polite. I will give you a realistic travel situation with some notes about your flight and what you need to ask. Your task is to write your side of the conversation, as if you are the traveller speaking to the staff member. This is like a small script that you could later use to practise speaking aloud. Try to reuse the best phrases from earlier blocks, such as “Excuse me, could you help me, please?”, “I am a bit lost”, “What time does it open?”, “Is this the right way to gate ten?” and “Thank you very much for your help.”

Putting all the pieces together.

Let us put you in a realistic situation.

You have just arrived at Brighton International Airport. You are flying later today to Dublin on flight BA 432. You feel a bit tired after your journey and the airport is busy. You decide to go to the information desk to check some important details.

You want to know:

• Where the check in area for your flight is.
• Where the nearest toilets are.
• How to get to the city centre later.
• What time the tourist information office opens tomorrow.
• And you need to give your name and a phone number so they can contact you if there is a problem.

A simple structure for your conversation.

Use this structure as a guide for your script:

Greeting and first request

• “Excuse me, could you help me, please?”
• “I have just arrived and I am a bit lost.”

Questions about places and services

• “Where is the check in area for flight BA four three two?”
• “Where are the toilets, please?”
• “How do I get to the city centre?”

Questions about times and opening hours

• “What time does the tourist information office open tomorrow?”

Clarification if needed

• “Sorry, could you say that again, please?”
• “Could you speak a little more slowly?”

Giving your details

• “My name is Anna, that is spelt A N N A.” (change to your own name)
• “My phone number is…”

Polite ending

• “Thank you very much for your help.”

You do not need to make it perfect or very long, but try to include each step in some way so the conversation feels complete and natural.

Practice & Feedback

Use the situation and structure on the screen to write your own full information desk conversation.

Instructions:

• Write from the point of view of the traveller.
• You can include the staff lines if you want, but the most important part is your lines.
• Follow the suggested stages: greeting, saying you are a bit lost, asking about places and services, asking about times, using a repair phrase once, giving your name and phone number, and ending politely.

You can write it like a script with Traveller: and Staff:, or just as a paragraph of what you say. Try to reuse key phrases from the lesson, such as “Excuse me, could you help me, please?”, “I am a bit lost”, “How do I get to the city centre?”, “What time does it open?”, “My name is …, that is spelt …” and “Thank you very much for your help.”

Aim for 8–14 lines or 120–180 words. This is your mini performance for the lesson.