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Virginia Evans
Jenny Dooley
Veronica Garza

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Express Publishing


Published by Express Publishing
Liberty House, Greenham Business Park, Newbury,
Berkshire RG19 6HW
Tel.: (0044) 1635 817 363
Fax: (0044) 1635817463
e-mail:
resspubl ishing.co.uk

© Express Publishing, 2011
Design © Express Publishing, 2011
First published 2011
Made in EU
AII rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or
transm itted in any form , or by any mean s, electronic, photocopying, or otherwise, without the prior
written permission of the publishers.
This book is not meant to be changed in any way.

ISBN 978-0-85777-559-7

•


Table 01 Contents

es?)
1
Answer Key .... .. ......... .. ...... . ...... . . . ...... . . . . . . . .. ..... . . . ...... . . 4
Audioscripts . .. ... . . . . . . . . ........ . ..... . . . . . .. . . ... .. .. . . . . . ..... . . . .. . . ... 12

~
2
Answer Key ....... .. ..... . ........... . .......... . . . . . . . .... . . ... . . . . . .. .. . . 14
Audioscripts . ... . .. . . .... . ............ .. ............. .. .. . .... . . . . . . . . . . .. . 22

f:)
3
Answer Key .. .... .. . . ....... . ........ . .... . . . . . . .. . ... . . . .................. 25
Audioscripts .. .. . . . . ..... .. ... . . .. . .. .. .. . . . .. . ....... ..................... 36

.


Book 1 Answer Key
Unit 1

Unit 2

1 Suggested Answers

Suggest ed Answers

1 People travel for pleasure, family or business

1 A business needs a telephone service to tal k to

reasons. Sometimes they go to see new places
or on romantic breaks like honeymoons, other
times they go to visit relati ves who live in otrer
countries. Finally they go on business trips abroac.
either to meet new (or potential) clie s o' :0 9
to a conferenc e.
2 When people go on holiday mafl o' -~a "" "a:o
experience new things: o s na ,', ;) 2. ~ as 2-" ~ : c
try new foods. SO'T'e De ::l e "e :::: : ~! ~e ..,
activities like ex:re e sx ,,:s ~- ,',:: ~ ;; : - 3. 'a~
Others simply e:o -a ::.; 2.: :-e :::-&3. :: -

its custom ers and suppliers. It can use this to
provide information to customers and deal with
a y problems they have. It al so allows suppliers
te stay in touch to help with deliveries.
•
2 A elephone operator answers incoming calls and
then connects these people to the person they are
trying to speak to. If the caller is not sure who they
wish to speak to, the operator connects them to
who they think is best able to deal with the caller.

Sometimes the operator will put the caller(s) on hold
until they can connect to the right persono

2

D

2

a

'"

3

2

~

3 1 roman: c
2 trip
3 ce ebra:e

-...::

4 hollda '

-

5 business

-

--2. . a

e-s -:

hone

-

""" ""'0""1

- -2.6 er

---"'e

: 3. . - a"

2
3

1

's:

.,.. r-e f'" E

3 B
4 C

5 D

4

2 A

3 B

~

United States
bri ngs
6 on busin ess

-

;)

9

J

~

e o th e Luxe Hotel.

"'v

a' e visited Germany?

es -: s

A ,', e-e a:e ) 8 : I'm . o ~ --e
A ' a: '-- :::5
B: I'm e-e c -

. s-:: - g 'Torn?
S

I -

~

:0 :- s count ry?

;: - ass.

C

2 A

7 1 direct your call
2 morning
3 job

4 manager
5 transfer
6 hold

8 Suggested Answer
A: Thank you for calling the Luxe Hotel. My name is

B:
A Is :- s :-e ='3: : -

B

7 G

6 A

Operators have four duties.

6

8 Sugges ted
A Gooc 6. e- ~ : :. l' e

B:

3 1 F
2 E

e-s 2.ca" oners.

-e-s

',e cc -e

7 1

3 B

5 Suggested Answer

~

B

6

2 C

Pe 2...1
:.

2

B

4

- - -e-

:_:~ e - "

B

going to a conference.

9 Sugges ted An sw er
Guest Name: " ar. • o ,'.ai<.
Home country: POlanG
Hometo wn: arsa ,'1
Reasons to r Travel: r r ere on vac ation. I've always
wanted to vis' Gennary and meet my relatives.

Jane. How may I direct your call?
B: Hi. I'm calling about the ad in the newspaper.
A: Do you want to know about the operator job?
B: Ves Ido. Who can I speak to about that?
A: You need to tal k to Janie Kemp. She's the head
of the department.
B: Great. Could you please transfer me to her office?
A: Certainly. Please wait.
B: Thanks for your help.
9 Suggested Answer
Call Time: 12.30 PM
About: Operator's job
Action taken: I transferred the c aller to Ms. Kemp's
office.
Call Time: 12.30 PM
About: PBX job
Action taken : I put the c aller on hold and then
transferred them to Ms. Kemp s offi ce.

4

Answer Key

Book 1 Answer
Unit4

Unit 3
1 Suggested Answers

Suggested Answers

1 My favorite type of restaurant is a family restaurant.
In these restaurants you get to know the people
who work there and the service is much better too.
2 I like Indian cuisine. It is very popular in my country.
I love all the different spices that they use and the
wonderful breads they make. I al so like the fact that
they make lots of vegetarian dishes.

1 Tourists stay in many different places during trips.
Most people stay in hotels - some in budget ones
and others in luxury ones. People who like the
outdoors take a tent and go camping or stay in a
cabin. Others stay in trailers and motels. Young
people often stay in hostels, but many fami lies
choose to stay in resorts where they can re lax or
take part in different activities.
2 On a skiing trip I stayed in a cabin at the top of a
mountain. I stayed there because it had a
beautiful view and an open fire. It also meant that
I was first on the ski-slope in the mornings!

2 a) Suggested Answer

The text mentions three different types of restaurant.
b)

Key

1 F

3 F

2 T

3 fast food, table service, vegetarian, ratings

2 Suggested Answer

The brochure mentions eight types of lodging.

4 1 S
5

2 A

3 D
4 E

A

2 S

5 C

2

6 F

6 1 starving
2 fast food place
3 star
4 vegetarian

C

2 D

3 1 cabin
2 resorts

5 rating
6 home
7 local cuisine

7 Suggested Answer

A: Le1's get something to eat. I'm starving!
S: Me too. Where do you want to eat?
A: There's a fast food place across the street. l1's
called JTs Surger Place. What does the guide say?

S: l1's only got one star. How about Grandma's
Family Kitchen? l1's a family restaurant.
A: It looks nice. Does it serve vegetarian food? What
do es the guide say?
S: It does, and it got a four-star rat ing too. Do you
want to go?
A: Sure. We can get fast food at home. Let's try
something different.
S: Great. Let's go and try so me local food.
8 Suggested Answer
JT's Burger Place
Stars: 1
~estaurant type: Fast food
Service: Drive-through

4 1 D
5

3 S
3 motel
4 eco-resorts

2 H

3 S
4 G

5 F
6 C

T

2 F

3 F

6 1 Can you help me
2 budget
3 low-cost

5 campsite

7 E
8 A

4 wonderful view
5 comfortable

7 Suggested Answer

A: Good morning Mr. Wa llace. How can I help you
today?
S: I'm going to Florence, Italy. Can you help me find
a place to stay?
A: Of course. Wha1's your budget?
S: Well I don't have a lot of money. What low cost
options are available?
A: There's a bed and breakfast with a wonderful
view. There are some budget hotel s too.
S: Wha1's the difference?

A: Well a bed and breakfast is very cosy and romantic,
but costly. A budget hotel is comfortable. And it's
cheap.
S: I see. I think 1'11 go with a budget hotel.

Grandma's Family Kitchen
Stars: 4
Restaurant type: Local cuisine
Service: Table service

Answer Key

5


Book 1 Answer Key
8 Suggested Answer
1
2
3
4

9 Suggested Answer

Ms. Winters
Paris, France.
The client has a low budget.
The client stays in a budget hotel.

1

2
3
4

First, go the departures terminal
Next, go and check-in.
Shop or eat at the food court and duty free shops.
Look at your boarding pass to find your gate
number and go there before boarding time.
5 Wait in the departure lounge.

Unit S
1 Suggested Answers
1

Some of the different places at an airport when
you are flying somewhere are the departures
terminal, the fo od court, chec k-in, the duty free
shop and the gat es. When you are arriving
somewhere there are the arrivals terminal and the
baggage claim.
2 Some people read books or newspapers when they
wait at the airport. Others sit and have a coffee or
some food . Nowadays many people use their
computers to do work or surf the Internet.

2

F

2 F

3 T

3

B

2 A

3 A

Unit 6
1 Suggested Answers
1

People take cruises to have a relaxing holiday and
to see new places. Many people go on them for
a romantic trip (Iike a honeymoon) or to celebrate
a special occasion like an anniversary.
2 If I won free tickets tor a cruise I would go to
Norway. I would love to see the fjords there, and
I think going on a cruise would be a special and
romantic way to see them.

2 Suggested Answer
You can make new friends on the upper deck.
C

4 1 duty-free shop

2 bag gage claim
3 gate

5 boarding time

6 flies in
7 security screening

4 food court

5 Suggested Answer
There are two types of terminal

6

B

7 1 work
2 help
3 flight

2 C
4 check-i n
5 screening
6 airport workers

7 gate number
8 boarding time

8 Suggested Answer

A: Excuse me. Do you work here?
B: Yeso How can I help you?
A: I have to fly to Barcelona. Where in the airport do
I need to go to?
B: Well, first you have to check-in. Then you have to
go through the security screening.
A: Does the screening take a long time?
B: Sometimes, as they check all of the passengers.
They don't want to let anything dangerous onto
the plane.
A: Then where do I go?
B: You have to go to your boarding gate.
A: How do I find which gate I need to go to?
B: You can find the information on your boarding pass.

6

Answer Key

2 B

3 D

3 1 relaxation/adventure
2 shore excursion/embarkation
3 porter/cruise director
4 1 D
2 F

3 C

5 B

4 A

6 E

5

2 A

C

6 1 gentlemen
2 cruise director
3 upper deck

4 noon
5 Deck 5
6 dining room

7 Suggested Answer
A: Helio ladies and gentlemen. Welcome to the
Grande Dame. I am your cruise director.
B: Hi. Could you tell me what activities there are on
the ship today please?
A: There are many activities on the Grande Dame
today. There are games, lunch, a movie and

dinner.
B: Great. What time are the games and where are
they being played?
A: The games start at 10 am join us on the upper
deck.
B: I see. What time is lunch?
A: Lunch is served at noon.
B: Where is the movie being played?
A: The theatre is 0'1 Deck 5. In the ship's theater.


Book 1 Answer Key
B: At what time?

B: Great. What types of tickets are available?
A: There are one-way and return tickets available.
B: That's fine. Can I please have a one-way ticket?

A: The movie starts at 2 pm.
B: OK and dinner?

A: Dinner is at 6pm on Deck 10.
B: Thanks for your help.
A: You're welcome. Have a nice day.

9 Suggested Answer
Timetable tor Monday Departures
Destination Morning
Departure
Times

8 Suggested Answer
Grande Dame
Schedule of Events for Monday

Evening
Ovemight
Departure Trains
Times
Available

Time

Activity

Location

Prague

7:00,9:45,10:30 7:30,9:30

8:00 AM
10:00 AM
12:00 PM
2:00 PM
6:00 PM

Breakfast
Games
Lunch

Movie
Dinner

Dining Room
Upper Deck
Dining Room
Theater - Deck 5
Deck 10

Paris

8:05,9:05,10:05 8:30,10:00 Ves

_L---

Ves

Amsterdam 9:50, 10:45, 11:40 8:00, 9:30

No

Unit8
1 Suggested Answers

Unit 7

1

Some people travel by bus because it is a cheap
and easy way to travel. This means that bus travel

is popular among students and senior citizens.
Buses are also used by people who are travel ing
short distances as local routes have many stops.
2 The good things about traveling by coach are that
it is flexible and cheap. There are many different
types of routes such as local routes and express
routes. And tickets are usually inexpensive
compared to other means of transportoThe bad
things are that there is not usually much leg-room,
that they can get stuck in traffic and that they
don't have many fac ilities on board.

1 Suggested Answers
1 There are many different ways to travel. Some of
these are buses, trains, ships and airplanes.
2 Different places in a train station include the
platform, the ticket kiosk, the waiting room, the
snack bar, the police station, shops and a newsstand.

2

B

2 A

3 C

3 1 C
2 F

3 E
4 A

6 O

5 B

4 1 catch the train
2 one-way
3 scenery

4 overnight train
5 by rail

5 Suggested Answer
You can buy one-way or round-trip tickets.

6

C

2

O

7 1 Good evening
2 next train

2

F

2 T

3 F

3 1 legroom
2 by bus
4 1 boarding pass
2 express route

3 stops
4 cheaply

5 local route

3 affordable
4 benefits

5 Suggested Answer
3 check
4 seats

The disadvantages of traveling by bus are that buses
do not usually have a lot of legroom and bus
terminals do not always have a lot of services.

5 depart
6 one-way

8 .Suggested Answer

A: Good morning. How may I help you?
B: I want to catch the next train to Prague. What
times do the trains depart?
A: They are quite regular in the morning but less so
in the evening. There is also an overnight train.
B: When does the next train leave?
A: The next train leaves at 10:30 am.

6

C

2 B

7 1 driver
2 Marino
3 express route

4 stops
5 local
6 arrive

7 timetable
8 terminal

Answer Key

7

Book 1 Answer

Key

8 Suggested Answer

A:
B:
A:
B:

I want to go to Luton. Does this bus go there?
No, this bus goes to London.
Is it a local route or an express route?
This is an express route so it doesn't have any
other stops. But there is a local route that stops
in Luton.
A: Great. When is the next one? What time does it
arrive at?
B: Let me check on the timetable. The next bus
leaves at 5:00 pm and arrives at 7:00 pm.
9 Suggested Answer
RAPID COACH COMPANY
Boarding Pass
Coach: 569A
Driver's Name: Arthur Jones
Passenger's Name: Marion Peters
Destination: Luton

Route Type: Local
Time of Arrival: 7:00 pm

1 Suggested Answers

1 Some travelers rent cars when they go on
vacation and want to explore an area by
themselves. Other travelers rent cars when they
go on a business trip, to allow them to meet
customers and business partners in many are as
or parts of a city. Families rent them when they
go on holidays as it is often difficult to use public
transport with small children.
2 Different travelers rent different types of cars
depending on their reason for travel. Business
travelers will usually rent full-size or even luxury
models if they are executives and need to make
a good impression. Families al so rent full size cars
to fit all their children and luggage in. Finally those
traveling for pleasure will choose smaller cars:
perhaps an economy model for getting around an
island or a compact car in a city.

2 Three types of car are available to rent.
2 A

3 D

3 1 A

3 F
4 G

5 D

2 B

8

compact

2 luxury

5

F

3 F

Answer Key

2 T

6 driver's license

7 Suggested Answer

A: Good morning. How can I help you?
B: Helio. I want to rent a car. What car modeJs do
you rent?

A: We have an economy model and a full-size
model.
B: I'm looking for something inexpensive. What are
the rental costs?
A: Take a look at our economy model. l1's a great
choice for budget travelers. But the trunk is rather
small.
B: Tha1's OK. I don't have much luggage. Can you
tell me about your rental requirements?
A: Sure. You need a driver's license. And a major
credit cardo

Best Choice Car Rental
RENTAL AGENT
Ernest Shankley
CUSTOMER NAME
Michael Rogers
CAR MODEL
Economy
RENTAL REQUIREMENTS
A driver's license and a major credit cardo
Unit 10
1 Suggested Answers

1 Holidaymakers use a variety of forms of payment.
Traveler's checks are one common formo Credit,
debit and charge cards are al so often used.
Personal checks and cash are al so sometimes
used.
2 You should always take some form of

identification with you. This should be a photo ID
as many shops want to see this when you are
paying for something. You should also bring cash
with you as there might be shops that do not
accept other forms of payment.
2 Suggested Answer

7 E

The pamphlet mentions six methods of payment.

6 C

4

5 luggage

8 Suggested Answer

Unit 9

B

4 economy

6 1 rent
2 models
3 inexpensive

3 trunk

F

2 T

3 T

3 1 traveler's checks
2 personal check
3 charge card

4 debit card
5 credit card


Book 1 Answer
3 checking account
4 cash-only

4 1 identification
2 transaction

5

C

2

8 Suggested Answer
A: Excuse me. I'm looking for a bank. Can you tell

C

B:

A:

4 methods of payment
5 charge cards
6 cash

6 1 Good afternoon
2 12 euros
3 traveler's checks

B:

A:
B:

7 Suggested Answer

A:

A: Good morning. Is this going to be all for yo u?
B: Ves thank you. How much is it?
A: It comes to f15. How would you like to pay?
B: What methods of payment do you accept?
A: We accept traveler's checks and cash.
B: OK. I have some cash. Here you go.

8 Suggested Answer
PRESTON GIFT STORE
CLERK NAME: Jane Brown
CUSTOMER NAME: Nick Muller
ITEM: Box of chocolates
PRICE: f15
TOTAL: f15
METHOD OF PAYMENT: Cash

B:

To get cash, go to the bank.
It is located in Terminal 5.
They are open until 5 pm.
Travelers arriving after business hours can use the
ATM. To use the ATM, put your card into the machine
and enter your PIN into the keypad.

Unit 12
1 Suggested Answers
1

There are many different types of mon ey. Some
of the major currencies in the world are the C OI ,a;
the euro, the yen and the pound.
2 People exchange money when 0 1' Itl.J t,¡ d .. J 1
going to a currency exchange oU¡ce.
eJ :2..."6
their own currency there anC :ne J y~ ! a;-; o : ~ e"

currency with it. The pnce :; 6 , 8-~ ..- :~e c: 6 "
money for is called tre e (cr'a;-·;;e ~a:e

1 Suggested Answers

-n

1

Travelers can get money from a bank. They can
also cash traveler's checks in some stores.
2 y ou can get cash from your bank by going into your
branch and withdrawing it, or by using an ATM if the
bank is busy or it is outside its opening hours.
C

2

C

3 D
3 key pad, wire transfer

3 1 bank, PIN
2 ATM, branch

4

A

2 B

3 B

5 Suggested Answer
You usually have to paya service fee for taking
money from another bank's ATM.
6 '1

T

2

7 1 bank
2 branch
3 at home

F

me if there's one nearby
National Bank has a branch here. It's in Terminal 5.
Great. Thafs the bank I use. What are their business
hours?
They are open from 9 am until 5 pm.
Oh no! Where else can I get cash?
There is an ATM over there in the food court.
Great! Is it a National Bank ATM?
No it's another bank's ATM. So you need to paya
service charge to use it.

9 Suggested Answer

Unit 11

2

Key

2

F

3

rate

2 F
2

.

4 1 D
2 A

3 G

5

2 C

A

-

6 1 Exchange
2 money
3 currency

B

3 T

oca

cur: e n ~y

5 C
6 F

3

GO:T''T' $SIO;'

7
8 E

4 exchange rate
5 commission
6 four euros

7 policy
8 free

7 Suggested Answer
A: Welcome to Global Money Exchange. How can I

3 F
4 closed
5 cash
6 ATM

n

7 service charge

help you?
B: I need to exchange some money.
A: OK. What currency do you need?
B: I need to convert dollars into pounds. What's the
exchange rate?
Answer Key

9


Book 1 Answer

Key

A: The exchange rate is 0.73 pounds for every dollar.

A: Four pounds for a postcard! That's too mucho

Fine. Do you take a commission?
A: Ves we take a small commission of 4 dollars.
S: What's your buy-back policy?
A: We convert your currency back for free. Just bring
your receipt with you.

s:

s:

S:

8 Suggested Answer

A:
S:

FOREIGN CURRENCY TYPE
Pounds
LOCAL CURRENCY TYPE
Dollars
EXCHANGE RATE
0.73 pounds per dollar

A:
S:

A:
S:

A:

Suggested Answers

1 People remember th eir vacations by taking
photographs and videos. Another way they
remember th em is by buying souvenirs and
mementos.
2 When people are on holiday they often buy
souvenirs and mementos to remind them of their
stay. They al so buy post-cards to send to their
friends and families. People often buy clothes and
jewelry when they are on holiday too. Finally many
people buy examples of local cuisine to take back
home with them.

2 a) Suggested Answer
You pay for your gifts at the cash register.

b) 1 on sale
2 40 percent
A

2 S

3 souvenir
4 friendly

3 A

4 1 cost/on sale
2 gift wrapping/price tag

5

A

4 S
3 selection/gift shop

2 S

6 1 price tag
2 memento
3 postcard

4 It's only
5 coupon
6 glass

7 pay

7 Suggested Answer

A: Excuse me. How much does this cost? It doesn't
have a price tag.
S: The glass vas e costs 20 pounds. It's on sale.
A: How about this postcard?

S: It's only 4 pounds.

1O Answer Key

What else do I need? How much does this
necklace cost?
The silver necklace costs 30 pounds.
How about this hat?
The hat costs 10 pounds.
OK. Finally, how much does this chocolate cost?
The chocolate in only 2 pounds.
Great. 1'11 take them all!
OK. How would you like to pay for that?
I will pay with cash.

8 Suggested Answer

Unit 13

3

Well you can use a coupon. Then the price is only

2 pounds.
A: OK 1'11 take the postcard. Sut I don't want the vase.

Murtz's
Shopping List
1 Glass Vas e
2 Postcard

3 Silver Necklace
4 Chocolate
5 Hat

Price:
Price:
Price:
Price:
Price:

20 Pounds
4 Pounds
30 Pounds
2 Pounds
10 Pounds

Unit 14

1 Suggested Answers
1 The types of crime that holidaymakers experience
are usually break-ins and theft. People sometimes
break into where holidaymakers are staying, for
example their hotel room, and steal their personal
possessions. When they are walking down the
street or using public transport or even sitting at a
café they can become victims of theft: a thief will
come and steal their bag or their wallet.
2 People can prevent crime where they are staying
by making sure they close all their windows and
lock their doors. They can al so put their valuables

into a safe deposit box which most hotel s have.
When they are out in public they should not leave
their bags anywhere and they should use a
money belt or neck wallet rather than a
conventional wallet. They should al so report any
suspicious activity to the police.

2 Suggested Answer
The safest place to keep your money when on
vacation is in a money belt.
vacationers

3 1 D
2 F

3 S
4 E

2 door

5 C
6 A

3 hide

4 police


Book 1 Answer
4 1 robbery

2 targets

4 theft
5 money belt

3 suspicious activity

5

F

2 T

6 1 evening
2 rent

3 T
3 for free

5 closet

5 inside
6 secret number

4

A

2 B

3 B

5

B

2 A

3 D

6 1 buy
2 travel emergencies
3 on holiday

Key

4 hospital

5 cover
6 go home

7 Suggested Answer
7 Suggested Answer

A: Good afternoon, Mr. Edwards. How may I help
you?
B: I want to rent a safe deposit box?
A: Actually we provide them. There's one in your room.
B: Really? Where's the safe box located?
A: You can find the safe deposit box in the closet.

B: How do I use it?
A: You place your valuables inside the box and lock
the box. Then enter a secret number.
B: That sounds easy. Thanks for your help.

8 Suggested Answer
There is a safe deposit box located in the closet.
Using a safe deposit box is easy.
First, put your valuables inside.
Then enter a secret number.
Don't forget to remember the secret number.
Now your valuables are safe from theft!

Unit 15
1 Suggested Answers

A: Ms Dean. Did you buy travel insurance?
B: No I didn't. Wha1's it for?
A: l1's for travel emergencies.
B: What types of emergencies?
A: Imagine that you are on holiday and you get hurto
Travel insurance pays for most of your hospital bilis.
B: What el se does travel insurance pay for?
A: Sometimes travelers need to get home quickly.
Travel insurance pays for the cost of emergency
transportation too.
B: That sounds helpful. Where can I buy travel
insurance?
A: I can give you the names of some good insurance
companies.

8 Suggested Answer
1

Travel insurance is to protect you if you have a
travel emergency.
2 Travel insurance will pay for most of your medical
bilis.
3 Travel insurance al so pays for the cost of
emergency transportation if a traveler needs to
go home quickly.

1

While people are on vacation they can get
infected with diseases like malaria by being bitten
by mosquitoes. They can also get stomach bugs
from drinking dirty water or eating food that has
not been prepared in a clean environment.
2 People can prevent illness while on vacation by
wearing special creams to stop being bitten by
insects and avoiding places where they are
commonly found. They can eat in hotels where
the food is likely to be safer. And they can also
drink bottled water.

2 a) Suggested Answer
Before you travel you should get an immunization
or vaccination.

2 F

b) 1 T
3 1 B

2

e

3 T
3 B

Answer Key

11


Audioscripts
Unit 1
Worker (M): Good evening, ma'am. Welcome to the Luxe
Hotel.
Guest (W): Helio.
Worker: Is this your first time in Berlin?
Guest: YesoI'm very happy to be here.
Worker: Where are you visiting from?
Guest: I'm from the United States.
Worker: I see. And what brings you to Germany?
Guest: I'm here on business. I'm going to a conference.

Unit 2
PBX Operator (W): Thank you for calling the Luxe Hotel.

This is Rhonda. How may I direct you r call?
Caller (M): Good morning. I'm call ing about an ad in the
newspaper.
PBX Operator: Do you want to know about the operator
job?
Caller: That's right. I want that jobo Who can I speak to
about that?
PBX Operator: You need to talk to Janie Kemp. She's
the manager of the department.
Caller: Okay. Can you please transfer me to Ms. Kemp's
office?
PBX Operator: Certainly. Please hold.
Caller: Thank you. You are very helpful.

Unit 3
Holidaymaker 1 (M): Lefs get something to eat. I'm starving!
Holidaymaker 2 (W): Me, too. Where do you want to eat?
Holidaymaker 1: There's a fast food place across the
street. l1's called JT's Burger Place. What rating does
the guide give it?
Hol idaymaker 2: It only got one star. How about
Grandma's Family Kitchen? l1's a family restaurant.
Holidaymaker 1: That sounds good. But does it serve
vegetarian food? What does the guide say?
Holidaymaker 2: It does, and it's got a four-star rating. Do
you want to go?
Holidaymaker 1: Yeso We can get fast food at home. I
want to try something different.
Holidaymaker 2: Wonderful! Let's try the local cuisine.

Unit4
Travel Agent (W): Good morning, Mr. Wallace. How can
I help you today?
Client (M): I'm going to Florence, Italy. Can you help me
find a place to stay?
Travel Agent: Well, there are a number of options. Wha1's
your budget?
Client: I don't want to spend a lot of money. What lowcost options are available?

12

Answer Key

Travel Agent: There's a bed and breakfast. It has a
wonderful view. Several budget hotel s are also available.
Client: What's the difference?
Travel Agent: A bed and breakfast is very cozy and
romantic, but costly. A budget hotel is comfortable.
And i1's cheap.
Client: I see. I think 1'11 go with a budget hotel.

Unit S
Traveler (M): Excuse me. Do you work here?
Airport Employee (W): YesoHow can I help you?
Traveler: I have a flight to Barcelona today. But I'm not
sure what to do.
Airport Employee: Well, first, you have to check-in. Then,
you have to go through the security screening.
Traveler: Does the screening take a long time?
Airport Employee: Sometimes. The airport workers

check all of the passengers. They don't want to let
anything dangerous on the plane.
Traveler: Then where do I go?
Airport Employee: On your boarding pass, there's a gate
number. Your plane leaves from that departure gateo
Get there before the boarding time.

Unit 6
Cruise Director (M): Helio, ladies and gentlemen.
Welcome to the Grande Dame. This is your cruise
director. There are many activities on the Grand
Dame today. At 10 am, join us on the upper deck for
games. Then we have lunch at noon. At 2 pm, watch
a movie at the ship theater. The theater is on Deck
5. Finally, dinner is at 6 pm. The dining room is on
Deck 10. Have a wonderful day on our cruise ship!

Unit 7
Kiosk attendant (W): Good evening. How may I help you?
Traveler (M): I want to catch the next train to Berlin.
Kiosk attendant: Okay. Let's check the timetable. The
next train is an overnight train.
Traveler: Are there any tickets left?
Kiosk attendant: We only have seats left. There are no
more berths available.
Traveler: That's fine. When does it depart?
Kiosk attendant: It leaves at 9 o'clock.
Traveler: Okay. Can I please have a one-way ticket?

Unit8

Passenger (M): Excuse me, are you the driver?
Coach driver (W): Yeso How can I help you?
Passenger: I want to go to Marino. Does this bus go there?
Coach driver: No, this is an express route to Rome.
Passenger: So this bus doesn't make any stops at all?


Audioscripts
Coach driver: No, it doesn't. It goes straight to Rome.
But the local route stops in Marino.
Passenger: How long does it take to arrive in Marino?
Coach driver: I don't know for su re. There's a timetable
inside the terminal. You can find out there.
Passenger: Thanks. 1'11 do that.

Customer: Tha1's fair. Do you take a commission?
Employee: Ves. The commission is a small fee of 4 euros.
Customer: Wha1's your buy-back policy?
Employee: When you return home, come back here. We
convert your currency back for free. But you need to
show us you r receipt.

Unit9

Unit 13

Rental Agent (M): Good afternoon. How can I help you?
Customer (W): Helio. I want to rent a caro Can you help me?
Rental Agent: Certainly. We rent several different models.
Customer: Well, I'm looking for something inexpensive.

Rental Agent: Take a look at our economy model. l1's a
great choice for budget travelers. But the trunk is
rather small.
Customer: Tha1's okay. I don't have much luggage. Can
you tell me about your rental requirements?
Rental Agent: Sure. You need a driver's license. And a
major credit cardo

Customer (W): Excuse me. How much does this cost? It
doesn't have a price tag.
Clerk (M): The glass memento is 16 euros. l1's on sale.
Customer: How about this postcard?
Clerk: l1's only 3 euros.
Customer: Oh my! Tha1's too much for a postcard!
Clerk: Well, you can use a coupon. Then the price is only
2 euros.
Customer: 1'11 take the postcard. But I don't want the
glass memento.
Clerk: Okay. How would you like to pay for that?
Customer: I will pay with cash.

Unit 10
Clerk (M): Good afternoon. Is this going to be all for yo u?
Customer (W): Ves, thank yOU. How much is it?
Clerk: It comes to 12 euros. How would you like to pay?
Customer: Do you take travelers checks?
Clerk: No, I'm sorry. We don't accept traveler's checks.
Customer: What other methods of payment do you accept?
Clerk: We take charge cards. And we also accept cash.
Customer: Okay. I have some cash. Here you go.

Unit 11
Traveler (M): Excuse me. I'm looking for a bank. Can you
tell me if there's one nearby?
Worker (W): National Bank has a branch here.
Traveler: Perfect. Tha1's the bank I use at home. Where
are their offices?
Worker: They are in Terminal 2. But they're closed for the
day. They're only open until 6 pm.
Traveler: Oh no! Where el se can I get cash?
Worker: There's an ATM over there.
Traveler: Great! Is it a National Bank ATM?
Worker: No, i1's another bank's ATM. So you need to pay
a service charge to use it.

Unit 12
Employee (M): Welcome to Global Money Exchange.
How can I help you?
Customer (W): I need to exchange some money.
Employee: Okay. What currency do you need?
Customer: I need to convert dollars into euros. Wha1's
the exchange rate?
Employee: The exchange rate is 0.73 euros for every dollar.

Unit 14
Hotel Worker (M): Good evening, Mrs. Johnson. How may
I help yo u?
Guest (W): I want to rent a safe deposit box. Are there
any available?
Hotel Worker: Actually, we provide safe deposit boxes

for free. There's one in your room.
Guest: Really? I didn't see it. Where is it located?
Hotel Worker: You can find the safe deposit box in the
closet.
Guest: How do I use it?
Hotel Worker: You place your valuables inside the box
and lock the box. Then enter a secret number.
Guest: That sounds easy. Thanks for your help.
Unit 15
Travel Agent (M): Ms. Abernathy. did you buy tra vel
insurance?
Client rN}: No, I didn·t. I re ally don't kn ow much about it.
What's it tor?
Travel Agent: It's tor travel emergencies.
Client: What type of emergencies?
Travel Agent: Imagine that you are on holiday and you
get hurt. Travel insurance pays for most of your
hospital bilis.
Client: What else does travel insurance cover?
Travel Agent: Sometimes travelers need to go home
quickly. Travel insurance pays for the cost of
emergency transportation, too.
Client: That sounds helpful. Where can I buy travel insurance?
Travel Agent: I can give you the names of good
insurance companies.
Answer Key

13

Book 2 Answer

Key

Unit 1

8 Suggested Answer
How did our employees make your stay at the Luxe
Hotel enjoyable? Please give specific examples.
Your employees were always very professional and
polite. They would always ask how I was feeling and
whether I was enjoying my stay here.
Describe some changes that would improve the
quality of your stay.
~
It would be better if your employees would give your
guests a bit more personal space.

1 Suggested Answers
1 I would like to learn more about Indian culture. It
is a very ancient culture and I believe they have
learned many things that I could use to help
improve my everyday life. One day I hope to visit
there too and knowing about their culture would
make the trip much more rewarding.
2 Cultural differences can cause problems between
people from different parts of the world. Some
things that might be acceptable in one culture are
not always acceptable in other cu ltures. For
example standing too c10se to someone from

North Am eric a or Europe will make that person
feel uncomfortable. This is not the case for people
from som e o her parts of the world, Asia for
example. where people are used to having less
personal space.

Unit 2
1 Suggested Answers
1

No I don't use a travel agent when I go abroad.
Nowadays it is easy to book flights and
accommodation online for yourself. I might use
one, though, if I was going to a country that I had
not visited before, especially one that was very
far away.
2 A travel package should at least include your
flights, accommodations and transfers to and from
the airport. Ideally it should al so include some
guided tours and other organized activities so you
don't have to think about what to do all the time.

2 a) Suggested Answer
Employees should avoid making eye contact with
people from Asia, Africa and South America.

3 T

2 T

b) 1 F

3

B

2 C

3 A

4

A

2 B

3 C

5

D

2 B

6 1 your stay
2 polite

2 a) Suggested Answer
The brochure discusses two types of package: the
deluxe package and the economy package.

b) 1 T

5 eye contact

3 great service

6 disrespect
7 listening

4 confuses

8 cultural differences

7 Suggested Answer

3 1 E

3 A

5 C

2 D

4 B

6 F

4 1 set menu
2 full board

3 accommodations

A: Good morning Ms. Valentine. How are you

14

enjoying your stay with us?
B: l1's great, thanks. The room is really nice and the
staff is very polite. They always ask how I am
feeling and whether I am enjoying my stay here.
There is one thing that bothers me though.
A: Oh? Have you had any problems?
B: Well, the staff always seems to stand very close
to me, which makes me feel a bit uncomfortable.
A: That's probably because in Asia people do not
expect a lot of personal space.
B: Oh, I had no idea. In my country, we like to have
our personal space.
A: I will let my staff know about this. We don't want
to make our guests feel uncomfortable.
B: Thank you. It really helps to know about the
cultural differences.

3 F

2 T

5

T

2 F

4 itinerary
5 air-only
6 half board

3 F

6 1 plan a holiday
2 packages
3 all-inclusive
4 inexpensive

5 air-only
6 accommodation
7 excursions

7 Suggested Answer

A: Welcome to Planet Travel. Where would you like
to visit?
B: Hi. I'd like to go to Chile. It sounds very beautiful.
A: It is! We have two packages for Chile: one allinclusive package that includes all flights,
transfers, tours and all accommodations. We also
have a flight only package.


Book 2 Answer
B: What types of flights are they in the different

packages?
A: Well the all-inclusive package includes internal
flights as well as the flight to Chile. The economy
package only includes the return flight to Chile.
Which are you interested in?
B: I'd prefer the economy. I don't mind making my
own arrangements for accommodation. What
excursions are available?
A: There are many. Hiking on the glaciers, trekking in the
jungles, going on jeep rides are just some of them!
Would you like us to help you with any of these?
B: No thanks. I'd rather explore on my own once I
get there.

Key

8 Suggested Answer

A: Thank you for calling Discovery Tours. How may I
help you?
B: Hi. I'm trying to find your oHices. but I'm a bit lost.
A: OK, I can help you. Do you know what street you
are on now?
B: YesoI'm on 12th Avenue.
A: Can you see Union Station?
B: Yes, I'm right in front on it.
A: OK. Don't worry you're real ly close. Just head eas
and keep the station on your left. Then tum left
and walk up Queen Street. We are on the left one
block up, opposite the downtown bus stop.

B: That doesn't sound too hard. Thanks! 1'11 be there
soon.

8 Suggested Answer
Destination: Chile
Package Type: Economy
Includes: Flights only.

9 Suggested Answer
Starting Location: 12th Avenue.
Places Nearby the Starting Location: Union Station
Directions to Discovery Tour Office: Head east on
12th Avenue. Turn left onto Queen Street and walk
one block.

Unit3
1 Suggested Answers
1

I get around in a new city by getting a tourist map.
If there is a metro-system I get a guide to that
and use that to get around. But I don't mind
getting lost in a new city: it is a great way to
discover things you might not otherwise find!
2 One of the easiest and nicest ways to get to Big
Ben from outside London is to take the Jubilee
Line to Waterloo Station. From there, walk east
along York Road. Then turn right and head south
over Westminster Bridge. Cross over the Victoria
Embankment and continue on into Parliament

Square. Big Ben and the Houses of Parliament are
on your left. You can't miss them!

2

C

3 1 north
2 east

4

A

2 C

4 west

5 right
7 around

6 left
8 across

2 T

7 1 lost
2 find your way
3 at the corner
4 in front

2

4

Discovery Tours' oHice is on the left of the map which is
~shown on the brochure. This means that it is in the east.
F

People go to the airport in a variety of ways. Most
people use public transport to get there so they
take buses and trains. People who are staying a
hotels might be collected by specially orga'1:zed
transport like a shuttle bus.
2 Other ways to get to the airport Incluce ar' v '1g
there in a car or taking a taxi. Bm usua; 'y mese
are quite expensive ways to ge: :ne'e. Alrports
are usually quite far from city cen:e:s so it IS not
usually practical to waJk or cycle mere a,trlough
some people that worl< there and 1;', e c lose by
might travel there in these ,', avs.
C

2 B

3 1 transfers
2 luggage

3 B

5 Suggested Answer

6

1 Suggested Answers

3 B

3 south

2 C

Unit4

B

2 A

3 B
3 curbside
4 schedule

5 driver
6 shuttles

3 B

5 Suggested Answer
The brochure describes three different types of
ground transportation: shuttles, buses and taxis.

3 T

5
6
7
8

not far
walk west
head west
intersection

6

T

2 F

7 1 airport
2 call a cab

3 T
3 shuttle
4 taxi

5 free of charge
6 bellhop
Answer Key

15


Book 2 Answer Key
8 Suggested Answer

A: Well, it will be stormy al! morning but then it is
supposed to clear up this afternoon.
B: What will the temperature be then?
A: I don't know exactly. But it wil! be sunny and hot.
B: Hmmm. I think 1'11 go swimming later then. What do
you suggest I do this morning?
A: You can visit the museum. There's al so an
aquarium nearby.
B: Thanks. The aquarium sounds great. I'd better get
my umbrella before I go out.

A: Excuse me. I need to get to the airport immediately.
B:

A:
B:

A:
B:

A:
B:

A:

B:

What types of transportation are available?
There are buses that go regularly to the airport
and cabs too.
Can you cal! a cab for me?
That won't be necessary. Our airport shuttle just
arrived.
Oh. How much does the shuttle cost?
l1's free.
Great! Should I bring down my luggage?
No the bellhop will do that. And he'lI also load it
onto the shuttle.
So I can just get on the shuttle? How wonderful!
Tha1's right. 1'11 call the bellhop right away.

8 Suggested Answer
Morning
Weather: Stormy
Suggested Activities: visit the museum; go to the
aquarium.
Afternoon
Weather: sunny and hot
Suggested Activities: Swimming

9 Suggested Answer
INQUIRY FORM
Time of Flight Arrival: 10.50 am
Transportation from Airport: There are a number of
buses available as well as taxis. If you stay with us

there is also a shuttle bus available.

Unit 6
1 Suggested Answers
1

I have traveled to many countries in Europe as
well as Canada and the United States.
2 For most of these countries I only needed my
passport. However, for the United States I also
needed to have a visa.

Unit 5
1 Suggested Answers
1 The weather today is cloudy and quite cool. There
is a lot of cloud cover so it will probably rain later
on in the day.
2 I like hot weather best. I like it to be sunny and
clear with just a slight wind. The ideal temperature
for me is around 30 Celsius.
2 a) Suggested Answer
The lowest temperature of the week is expected to
be 26C on Friday night.

b) 1 C

2 A

2

B

2 C

3 A

3

B

2 A

3 A

4 1 valid/expired
2 customs/passport

4 A
3 inspects/Visa

5 Suggested Answer
When you arrive in another country your passport is
inspected and then stamped by a customs agent.

3 D

3 1 sunny/cloudy
2 beachgoer/forecaster
3 cloud cover/heat wave

6

C

2 C

4

B

2 A

3 A

7 1 check-in
2 travel documents

5

C

2 B

3 B

8 Suggested Answer

3 passport
4 valid

5 expire
6 visa

A: Good afternoon Mr. Cromby. Where are you
6 1 Good morning
2 raining hard

3 rainy season
4 clear up

5 stormy
6 hot

7 Suggested Answer

16

A: Good morning, Mr Jacobs. How are you today?
B: I'm fine. Can you tel! me what the weather is going
to be like for the rest of the day?
Answer Key

traveling to?
B: I'm flying to Beijing.
A: 1'11 need to see your travel documents. Can I see
your passport please?
B: OK. That's fine. I don't see your visa anywhere.
You need one to travel to Beijing.
A: l1's at the back.

Book 2 Answer Key
B: Oh ves, there it is. OK, here's your boarding pass.
Now you have to go through security.
A: 1'11 do that. Thanks very mucho
B: You're welcome. Have a nice day.

A: You did the right th ing. Thank yOU.
B: No problem.
9 Suggested Answer

AIRPORT SECURITY REPORT
9 Suggested Answer

Security Guard: Brian Jones
Summary of the problem: Missing cordon in restricted
area at Gate 13.

Passenger Name: Mr Cromby
Destination: Beijing, China.

Unit8

Unit 7

1 Suggested Answers

1 Suggested Answers

1 To stay safe at an airport you must follow the rules

and do what you are told by the airport employees.
2 You should not leave your luggage unattended at
the airport and you should not pack illegal or
prohibited things into your luggage. You must al so
remove any metal items when you pass through
the X-ray machine.

1

Some people spend their time on airplanes tal king
with their traveling companions. Others use their
computers or other electronic equipm ent
(especially MP3 players) or possibly read a book.
2 During a flight, a flight attendant helps passengers
with any problems they might have as well as
serving food and drinks. They also show passengers
how to use the airplane's safety features.

2 Suggested Answer

When you go to a security checkpoint you should remove
your belt and take all of the coins out of your pockets.
C

2 C

3 A

3 1 G

3 F
4 B

5 C
6 D

2 Suggested Answer
Four types of job are mentioned in the brochure (pilot,
co-pilot, navigator and fl ight attendants).
A

2 E

2 C

3 D

7 A
3 1 pilots
2 hand luggage
3 seat belt
4 Flight attendants

4 1 unattended luggage/metal detector
2 security checkpoint/security guard
3 cordoned off/restricted area

4

C

2 A

5

B

2 B

5 call button
6 in-flight

7 overhead bin
8 safety proc edures

3 B

5 Suggested Answer

You must keep your luggage with you at all times.
You must not enter restricted areas.
You must pass through a metal detector.

6

C

2 B

7 1 unattended bag

2 owners

3 baggage
4 two small

5 report
6 right thing

8 Suggested Answer

A: Is there a problem?
B: Well, I was just waiting at Gate 13 and I saw
something strange.
A: Can you tell me about it?
B: Ves. There seems to be a gap in the cordon
around the restricted area there.
A: OK I'm going to go there now to stop people
going in there.
B: I know it probably isn't that important. I just
thought I'd better mention it just in case.

6 1 flight attendant
2 flight crew
3 fasten your seatbelts
4 overhead compartments
5 electronic devices
6 soft drinks
7 Suggested Answer

A: Good afternoon. This is Flight 101 to Athens isn't it?!

B: Ves sir, it is. At thi s time, please fasten your
seatbelt.
A: OK. What else should Ido?
B: Wel l, you need to put your hand luggage in the
overhead compartment. Or you can put them
under your seat.
A: And then we're ready?
B: Please turn off any electronic devices too.
A: OK, 1'11 switch my phone off.
Answer Key

17


Book 2 Answer Key
A: Immediately after takeoff, you'lI be served with

7 Suggested Answer

refreshments.
B: Great. 1 can't wait!

A: Excuse me. When does Flight 753 leave? l1's going
to Manchester.
B: Actually, Flight 753 is delayed until further notice.
A: Why has the flight been delayed?
B: There are several mechanical problems with the
airplane: the landing gear is slightly damaged.
Also, there's some minor engine trouble.
A: How long will the flight be delayed?

B: A few hours. In the meantime you can wait in the
airport terminal.
A: How will 1know when i1's time to board?
B: 1'11 make an announcement. Or you can check the
board.
A: 1'11 do that. Thank yOU.

Good afternoon. This is your flight attendant speaking.
1 want to welcome you to Flight 10l We'lI be flying
from London to Athens this afternoon. At this time
please turn off all electronic equipment and put all
your hand luggage into the overhead compartments.
Immediately after takeoff the fl ight attendants will be
serving some light refreshments. Th ank you for
choosing Hermes Airways. Have a wonderful fli ght!

8 Suggested Answer
Name: Julie Dammers
Greeting: Good morning. This is your fl ight attendant
speaking: on behalf of th e entire crew, welcome to
Flight 10l
Flight information: London to Athens.
Safety instructions: Please switch off all electronic
devices during takeoff and landing. Fasten your
seatbelts while the seatbelt sign is on. Finally watch
the safety video after takeoff and read the safety
instruction booklet in front of you.

8 Suggested Answer
Several airlines report delays and cancellations

due to: mechanical problems.
The following flights are affected:
Flight no.
Destination
Status
682
Stockholm
Delayed
1029
Seoul
On-time
7321
Paris
Canceled
753
Manchester
Delayed

Unit 9
Suggested Answers

1 1was once on a flight that was delayed. The weather
was bad where we were flying to so we had to wait
before setting off, as it would not have been possible
to land at the time we were due to arrive.
2 If my flight gets delayed 1 usually read my book,
though sometimes 1listen to my MP3 player. Also,
because we are not in the air 1 use my phone to
send some text messages to tell people that 1will
be arriving late.

Unit 10

1 Suggested Answers
1 People mostly put clothes into their baggage but
many people also put gifts and food and drinks too.
Sometimes people carry sporting equipment too.
2 Oh no! The airline has lost my baggage again.
Now what? 1 guess 1 have to fill in a claim form
and hope for the best! 1never did get the last set
back, but at least I've received the compensation
for it. 1 hope someone somewhere in the world is
making good use of my nice clothes!

2 Suggested Answer
Passengers are advised to be patient.

3

B

T

2 F

3 F

2

A

2

3 B

3 1 office

A

2 B

2 system

4 1 patient
2 missed flights
3 airline representative
4 runways
5 flight board

5

C

6 engines
7 flight delays
8 landing gear
9 mechanical problems

2 D

6 1 furth er notice
4 slightly damaged
2 made an announcement 5 airport terminal
6 to board
3 mechanical problems

:8 .
1, ,",sv.er

e

4 1 C
2 D

3 A
4 B

3 D
3 damaged
4 claim
5 G

6

1

7 E
8 F

9 H

5 Suggested Answer
A passenger's luggage can be replaced if it is lost in
transit.

6 1 F

2 T

3 T


Book
7 1

find

3 there's a chance

2 delayed 4 fill out a

5 what if
6 track down

Answer Key

4 tour services

6 1 regard ing
2 overcharged

3 take a look

5 c learing everything
6 sett le the bill

8 Suggested Answer

A: Good afternoon, sir. How may I help you?

7 Suggested Answer

A: Helio Mr. Thompson. Is there something lean help

B: My luggage is damaged. My suitcase is cracked
and its wheels have been broken off.
A: I'm sorry to hear that. But I'm sure we can solve
the problem for you.
B: How are you going to fix this problem for me?
A: First you have to fill out a claim form o
B: OK. What happens when I get home and find
some other things are damaged or missing.
A: In that case we'lI speak again. It may be
necessary for you to fill in an additional claim
formo But whatever happens, we will put it right.
B: That's good to hear. I hope you can fix my
luggage though.
9 Suggested Answers
Passenger's Name
Telephone Number:

you with?
B: I have a few questions regarding the bill. I think you
may have overcharged me for this walking tour.
A: Oh? Allow me to have a look at the bill. Ah. I see
what the problem is. The tour includes a gratuity.
B: What's a gratuity?
A: It's like a tipoBut it's included in the total cost. This
makes things easier for our clients.
B: Do all of the tour services include them?
A: Not at al!. Just certain services like massages and
transportation.
B: Oh, I see. Thanks for clearing everything up.
8 Suggested Answer

Carl McCoy
020 6777 7777

Other Services: $600
Description: Spa Treatment and Massage $500
Description: Guided Tour around places of interest $100

Luggage Status (Check One)

D Lost

~ Damaged

D Delayed

Please Explain Your Problem:

My luggage has been damaged while in transit.
My suitcase is cracked and its wheels have been
broken off.

Unit 12

1 Suggested Answers
1 When I go traveling I buy local foods and drinks from
the place I visit. Sometimes I might buy a souvenir
to keep as a memento of my trip, or perhaps a gift
that I think a friend or relative wou ld like.
2 In local markets you can often find imeresting
local herbs and spices, as well as loca; clothes
and possibly even jewelry.

Unit 11

1 Suggested Answers
1 When I go out with friends we usually split the bill
and each pay for the things that we have bought,
though occasionally one of us will treat the others.
2 The charges that are listed on a bill are the prices
of the individual things bought, the total bill and
any taxes paid.

2 Suggested Answer
You should let the se ller make ,he ':rs, oHer when
bargaining.
T

2 F

3 F

3 1 C

2 B

3 A

2 Suggested Answer
The total cost of the trip is $3,700.00
C

2 D

3 C

3 1 charter flight

.2 guided tour
3 places of interest

4
5
6

4

B

2 A

3 A

5

T

2 T

3 F

settle the bill
walking tour
gratuity
4 B

7 spa

4 D

4 1
2
3
4
5

market porcelain
bargain hunter shopper's paradise

good price/l imit
custom ary/good deal
bargained/used to

5

A

2 C

6 1 Be careful
2 take one home
3 make a deal

4 half price
5 final offer
6 with cash
Answer Key

19


Book 2 Answer Key
5

7 Suggested Answer

B

2 O

A: Good afternoon, sir. Can I help you with anything?
B: Yes, I'm interested in this suit. What is it made from?
A: That suit is made from the finest cashmere.
B: It's really nice. How much does it cost?
A: This one costs only six hundred dollars.
B: Oh that's too mucho 1'11 look elsewhere.
A: Wait! We can make a deal. How about five hundred
dollars?
B: No thanks! Will you sell it for half price?
A: Sir, this is already a low price. How about four
hundred and fifty dollars?
B: 1'11 give you four hundred dollars for it. That's my
final offer.
A: AII right, sir. It's yours.
B: Great. 1'11 pay in cash. Here you go.
8 Suggested Answer
Bargaining can be a great way to get a good deal! But
how do you go about it? Perhaps my experience can
be helpful. The last time I was in Hong Kong I was
looking to buy a new suit. I saw a lovely one in a shop,
made from cashmere. I bargained with the shopkeeper
to get a good price: first I asked him how much it cost
and when he told me the price (still much cheaper than
it would have been at home) I said I would look
somewhere else. Then when he reduced the price I
asked him if he would give it me for half price. He
wouldn't do that, but he reduced the price some more
and in the end I paid just four hundred dollars for it. It's
important to have a price limit in your head and if you

don't get the price you are looking for, simply walk away.

Unit 13
Suggested Answers
1

Bad things can sometimes happen to you when you
are on a trip. You can get robbed, fall ill or have an
accident and need to go to hospital or see a doctor.
2 If you are a victim of crime you can get help from
the local police and possibly your embassy if you
need to get a replacement passport.

2 Suggested Answe
The flier mentions three types of problems: medical
emergencies, crime and legal problems.

o

2 B

3 C

B

2 A

3 B

6 1 sidewalk

2 hospital
3 not that serious

4 your concern
5 check your leg
6 a relief

7 Suggested Answer

A: Ms Heller. Let me help you . Are you OK?
B: Yes I'm fine. I just tripped and banged my arm on
a caro
A: Perhaps you should go to the doctors? They can
examine your armo
B: Oh no, it's not that serious. It doesn't really hurt mucho
A: Charity Hospital isn't far. lean arrange a cab to
take you there.
B: That's not necessary. But thank you for your concern.
A: At least go to the clinic. The doctor there can
check your armo
B: OK, that's not such a bad idea.
A: The clinic isn't far either. Let me call a cabo
B: Is there a pharmacy near the clinic?
A: Yes, of course there is.
B: That's a relief. Thanks for your help.
8 Suggested Answer
Welcome to the Luxe Hotel. We hope you enjoy your
stay here and that everything goes smoothly.
Unfortunately bad things do happen occasionally when
you are on holiday: holiday makers might face medical

emergencies, become victims of crime or have legal
problems. This guide offers advice on what to do in
the unlikely event that something does go wrong.
Medical emergencies: In case of an emergency, seek
treatment at Charity Hospital. Most of the staff there
speaks English. If you are not seriously ill or injured, you
can visit one of the clinics in town. Afterwards, go to
the pharmacy. They can fill a prescription for medicine.
Crime: If you are a victim of crime you should file a
police report. Do this at the police stations around
the city. In case of emergency dial 911.
Legal: Travelers with legal trouble should go to their
country's embassy. The representatives there provide
advice. The embassy also gives help for travelers who
lose their passports. Visit our website for a complete
list of different embassies and their addresses.

Unit 14
1 Suggested Answers

3

4 1 treatment

2 pharm acy
3 emergency number

20

AnSl'ler Key

4 B
4 police station

5 legal
6 emergency

1

There are a number of emergencies that can
happen on airplanes. The most common is
turbulence where a plane can move around very
rapid ly and damage things, and people, inside the
aircraft due to unusual air movements. Occasionally


Book
airplanes have to make emergency landings.
2 If there is an emergency on an airplane the cabin
crew help passengers and give instructions. The
pilot and co-pilot ensure that the airplane flies and
lands safely.

seatbelt securely fastened and listen to instructions
from the crew.

Unit 15
Suggested Answers

2 Suggested Answer

1

Once when I traveled to Moldova I caught a
strange and unpleasant illness called labyrinthitis.
I went swimming in a lake which was probably not
very clean and I got this infection. It lasted for a
few days and during that time I didn't want to eat.
2 The symptoms I had included nausea, a headache
and problems with my balance: it felt like the
world was spinning around me.

The brochure mentions three types of emergency:
turbulence, drops in cabin pressure and emergency
landings.

e

1 A

2 B

3

e

2 A

3 B

E

3

e

5 D
6 F

3
4 1

2 A

4 B

2 Suggested Answer
Travelers should cooperate with quarantine station
workers.

5 Suggested Answer
In cases of turbulence, passengers can stay in their
seats and keep their seatbelts fastened.
In cases of drop in cabin pressure, passengers can
use oxygen masks.
In cases of an emergency landing, passengers can
leave the plane by going down an emergency slide.

F
3 1

4 1

F

2 T

3 T

7 1 return to your seat
2 stretch my legs
3 severe turbulence

5
4 stay safe
5 hurt yourself
6 safest place

3 quarantine station
4 continent

vomiting

B

B

6 1

3 F

2 T

2 tropical
2 D

6

Answer Key

3 e
4 A

5 I
6 E

e

3 B

2

quarantine staff

2 feeling
3 airline staff

7 G

5 chills

6 fever
9 F

8 H

4 symptoms
5 developed any rashes
6 have the flu

8 Suggested Answer

A: Excuse me sir.
B: Yes? What is it?
A: I'm going to have to ask you to return to your seat.
B: I just need to stretch my legs.
A: The pilot just made an announcement that we're
coming up on some turbulence.
B: But I've been sitting for hours!
A: I understand but I must insist. It's my job to make
sure you stay safe.
B: What exactly is the problem?
A: Sir, you can fall and hurt yourself.
B: Oh, I didn't think about that.
A: Also sometimes the overhead compartments
open up and things fall out.
. B: I guess my seat is probably the safest place for
me then. Thanks for the information.

9 Suggested Answer
SAFETV INFORMATION CARO

In case of emergency, please follow the safety
instructions listed below:
In cases of turbulence remain in your seat with your

7 Suggested Answer

A: Helio, Mr. Redd. My name is Martin Vasquez. I'm

B:

A:
B:

A:
B:

A:
B:

A:
B:

an employee with the airline's quarantine staff. I
hear you're not feeling very well?
Yes, I have been feeling a bit sick.
I see. What are your symptoms?
I have abad headache and a fever.
Any vomiting?
No, though I have had nause a.
I see. Have you developed any rashes?

No, not that I kn ow of.
OK, probably you just have the flu, Mr Young. 1'11
have someone examine you to be certain.
Thank you.

8 Suggested Answer
MEDICAL EXAMINATION SHEET
Passenger's Name: Mr. Redd
Symptoms: Headache, fever and nausea
Diagnosis (Check One):
Passenger has dengue fever.
~ Passenger does NOT have dengue fever.

D

Answer Key

21


Audioscripts
Unit 1
Hotel Manager (M): Good morning Ms. Masterson. How
are you enjoying your stay with us?
Guest (W): l1's wonderful, thank you!
Hotel Manager: I'm happy to hear that.
Guest: The room is beautiful. But the best part is the staff.
Hotel Manager: What do mean?
Guest: Well, the staff is very polite. For example, everybody
always calls me "Ms. Masterson" or "Ma'am".

Hotel Manager: Tha1's just part of our comm itment to
great service.
Guest: There's just one th ing that confuses me, though.
Hotel Manager: Oh? Have you had any problems?
Guest: l1's just that ... it seems that the employees avoid
making eye contact with me.
Hotel Manager: That's probably because in Korea,
people don·t usually look each other in the eyes. l1's
a sign of disrespect.
Guest: I had no idea. In my country, i1's a sign that you're
listening.
Hotel Manager: I will let my staff know about this. We
don·t want to make our guests uncomfortable.
Guest: Thank you. It really helps to know about the
cultural differences.
Unit 2
Travel Agent (M): Welcome to Planet Travel. How can I
help you?
Client (W): Hi. I'd like to plan a holiday.
Travel Agent: Where would you like to visit?
Client: I'd like to go to Thailand. I hear it is beautiful this
time of year.
Travel Agent: It is! Spring is the best time to visit. We
have two packages for Thailand: the de luxe and
economy packages.
Client: What is the difference between them?
Travel Agent: The deluxe is the best package that we
offer. l1's all-inclusive.
Client: What about the economy package?
Travel Agent: You can customize the economy to be

inexpensive.
Client: Does that mean I could get an air-only package?
Travel Agent: Exactly. Is that something you're interested
in?
Cljent: Yeso I don't mind making my own arrangements
for accommodation.
Travel Agent: OK, are you interested in planning any
exc ursions? We can help you with that as well.
Cljent: No, I'd rather explore on my own once I get there.
Unit 3
Employee (M): Thank you for calling Discovery Tours.
..Jo ., may I help yo u?

22

!-s.·.é: e

Client (W): Helio, I'm trying to find your offices. But I'm
completely lost.
Employee: I can help you find your way. Do you know
what street you're on right now?
Client: Um, I'm at the corner of 10th Avenue and Winslow
Street.
Employee: Do you see the theater?
Cljent: Yes! I'm right in front of it.
Employee: Okay. Don't worry - you're not far.
Client: So ... where should I go?
Employee: First, you need to walk west, away from the
theater.
Client: But do I need to stay on 10th Avenue?

Employee: Tha1's right. Just head west for about half a
kilometer.
Client: Do you know how many blocks that is?
Employee: Yeso Le1's see ... i1's two blocks.
Client: Okay. Then what?
Employee: Then you'II be at the intersection of 10th and
Queen Street. You'II see St. Evans Park on one side
of the street. We're across from there.
Client: That doesn't sound too hard. Thanks! 1'11 be there soon.
Unit4
Hotel Guest (W): Excuse me. I need to get to the airport
immediately.
Front Desk Clerk (M): When does your plane leave?
Guest: It leaves in two hours. Can you call a cab for me?
Clerk: That won't be necessary. Our airport shuttle just
arrived.
Guest: Shuttle? You mean the hotel provides transportation
to the airport?
Clerk: Yeso And you won't have to wait for a taxi. So you
can arrive at the airport sooner.
Guest: Wait, how much does the shuttle cost?
Clerk: l1's free of charge for guests.
Guest: Tha1's great - 1'11 save on cab fare. Should I bring
down my luggage?
Clerk: No, the bellhop will do that. And he'II also load it
onto the shuttle.
Guest: So I can just get on the shuttle? How wonderful!
Clerk: That's right. 1'11 call the bellhop right away.
Unit 5
Hotel Employee (W): Good morning, Mr. Reeves. How

are you today?
Guest (M): I'm fine, thank you. Wow! It's really raining hard
out there.
Hotel Employee: That's because it's the rainy season.
Guest: Do you know when it will stop raining?
Hotel Employee: Oh, it'II be stormy all morning.
Guest: That's too bad. I wanted to visit the beach this
morning.


Aud ioscripts
Hotel Employee: Don't worry. l1's supposed to clear up
this afternoon.
Guest: Will it be hot?
Hotel Employee: Yeso l1's going to be sunny and hot.
Guest: Tha1's good. 1'11 go to the beach later then. But
what will 1do in the morning?
Hotel Employee: You can visit the museum. There's also
an aquarium nearby.
Guest: The aquarium sounds great. I'd better get my
umbrella before 1go out.
Unit6
Ticket Clerk (W): Good afternoon. Do you need to
check-in?
Passenger (M): Yes, here is my reservation information.
Ticket: 1see that you're flying to London. 1'11 need to see your
travel documents. Then 1can issue your boarding pass.
Passenger: Which travel documents?
Ticket Clerk: For one, 1'11 need to see your passport.
Passenger: Here you go.

Ticket Clerk: 1 have to make sure i1's val id. Actually, it
must be val id for the next three months.
Passenger: Tha1's fine. My passport doesn't expire for a
few years.
Ticket Clerk: OK. 1 don't see your visa anywhere. You
need one to travel to London.
Passenger: Of course. My visa is on the back page of
the passport.
Ticket Clerk: There it is. OK, here's your boarding pass.
Now you have to go through security.
Passenger: 1'11 do that. Thank you very mucho
Unit 7
Passenger (M): Excuse me. Do you work here?
Security Guard (W): Yes, sir. Is there a problem?
Passenger: 1 was just waiting at Gate 10 and 1 saw
something strange.
Security Guard: What is it?
Passenger: Well, there were a few unattended bags there.
Security Guard: How long have the bags been there?
Passenger: Um, since 1 arrived at the gateo SO ... about
twenty minutes.
Security Guard: Are you sure that the owners weren't
nearby?
Passenger: No. Nobody has come near the baggage at all.
Security Guard: Can you tell me what the luggage looks
like?
Passenger: There are two small bags. One is red and
the other is black.
Security Guard: OK, I'm going to have to investigate further.
Passenger: 1know it's probably nothing. 1just thought I'd

better report it ... just in case.
Security Guard: You did the right thing. Thank yOU.

Unit 8
Flight attendant (W): Good afternoon. This is your flight
attendant speaking. On behalf of the entire flight crew,
1 want to welcom e you to Flight 101. We'lI be flying
from London to Munich this evening. At th is time,
please fasten your seat belts. And put your hand
luggage in the overhead compartments. Or you can
put it under your seat. Please turn off all electronic
devices. Immediately after takeoff, the flight
attendants will serve refreshments. We have coffee.
tea, water, and soft drinks available. Thank you tor
choosing Hermes Airways. Have a wonderful tlight!
Unit9
Traveler (W): Excuse me. When does Flight 682 leave?
l1's going to Stockholm.
Gate Attendant (M): Actually, Flight 682 is delayed until
further notice.
Traveler: Flight 682 has been delayed? 1don't believe it.
Gate Attendant: Tha1's correct, ma'am. 1 made an
announcement twenty minutes ago.
Traveler: 1didn't hear it. Why has the flight been delayed?
Gate Attendant: There are several mechanical problems
with the airplane.
Traveler: Oh my! What kind of mechanical problems?
Gate Attendant: The landing gear is slightly damaged.
Also, there's some minor engine trouble.
Traveler: 1see. How long will the flight be delayed?

Gate Attendant: A few hours. In the meantime. you can
wait in the airport terminal.
Traveler: Okay. How will 1 know when it's time to board?
Gate Attendant: 1'11 make an announcement. Or you can
check the flight board.
Traveler: 1'11 do that. Thank yOU.
Unit 10
Employee (W): Good aftemoon. sir. How may 1help you?
Passenger (M): [frustrated)1 can't find my luggage. The
airline probably lost it.
Employee: I'm sorry to hear that. [pause) But the good
news is that your luggage is probably not lost. l1's
probably just delayed.
Passenger: So there's a chance that 1'11 get my luggage
back?
Employee: That's rig ht.
Passenger: So, what do 1 need to do now?
Emp loyee: Well, first you have to fill out a claim formo
Passenger: A claim form? Wha1's that for?
Employee: It gives us information that helps us locate
your baggage.
Passenger: What happens when you locate my bags?
Employee: We'lI use the information on your claim form
to contact yOU.
Answer Key

23


Audioscripts

Passenger: But ... what if the airline never finds my luggage?
Employee: In that case, we'lI replace your property. But
don't worry ... we have a ninety percent recovery rate
on missing baggage.
Passenger: That's good to hear. I hope you can track
down my luggage, though.
Unit 11
Travel Agent (W): Helio, Mr. Thompson. Is there something
I can help you with?
Guest (M): I have a few questions regarding the bill.
Travel Agent: Certainly, sir. Is something wrong?
Guest: Well, I thin k you may have overcharged me for
th is massage.
Travel Agent: Oh? Allow me to take a look at the bill. Ah,
I see what the probl em is. The massag e includes a
gratuity.
Guest: What's a gratuity?
Travel Agent: l1's like a tipo But i1's included in the total
cost. This makes things easier for our clients.
Guest: Do all of the tour services include gratuities?
Travel Agent: Not all of them. Just certain services like
massages and transportation.
Guest: Oh, I see. Thanks for clearing everything up.
Travel Agent: Of course, sir. Now, would you like to settle
the bill?
Guest: Yes, I would. Thank you.
Unit 12
Shop owner (M): Good afternoon, ma'am. Can I help you
with anything?
Customer (W~ Yeso I'm admiring this beautiful vase. Is it glass?

Shop owner: Actually, it's porcelain. Be careful ... it break s
easily.
Customer: I'd love to take one home. How much for this
one?
Shop owner: Only six hundred yuan.
Customer: Oh, that's too mucho 1'11 keep looking
somewhere else.
Shop owner: Wait! We can make a deal. How about five
hundred yuan?
Customer: No thanks! Will you sell it for half price?
Shop owner: Ma'am, this is already a low price. Four
hundred-fifty yuan!
Customer: 1'11 give you four hundred yuan for it. That's my
final offer.
Shop owner: AII right, ma'am. It's yours.
Customer: Great. 1'11 pay with cash. Here you go.
Unit 13
Hotel employee (M): Ms. Heller! Let me help you up. Are
you OK?
Guest C'N): Yes, I'm fine. I just fell on the sidewalk.

24

',er Ke

Hotel employee: Perhaps you should go to the hospital.
They can examine your leg.
Guest: Oh, no, it's not that serious. It really doesnt hurt mucho
Hotel employee: Charity Hospital isn't faroI can arrange
a cab to take you there.

Guest: That's not necessary. But thank you for your concern.
Hotel employee: At least go to the clinic. The dpctor
there can check your leg.
Guest: OK. That's not such a bad idea.
Hotel employee: The clinic isn't far either. Let me call a cabo
Guest: Is there a pharmacy near the clinic? In case the
doctor tells me to get some medicine.
Hotel employee: Of course. There's a pharmacy next to
the clinic.
Guest: That's a relief. Thank you for your help.
Unit 14
Flight attendant (M): Excuse me, ma'am.
Passenger (W): Yes? What is it?
Flight attendant: I'm going to have to ask you to return
to your seat.
Passenger: I just need to stretch my legs.
Flight attendant: The pilot just made an announcement
that we're coming up on severe turbulence.
Passenger: But I've be en sitting for four hours!
Flight attendant: I understand. But it's my job to make
sure you stay safe.
Passenger: What exactly is the problem?
Flight attendant: Ma'am, you can fall and hurt yourself.
Passenger: Oh. I didn't think about that.
Flight attendant: Additionally, sometimes the overhead
compartments open up. And you can be hit by falling
items.
Passenger: I guess my seat is probably the safest place
for me. Thanks for the information.
Unit 15

Employee (M): Helio, Ms. Young. My name is Timothy
Schaefer. I'm an employee with the airline's
quarantine staff.
Passenger (W): Hi ... what's this all about?
Employee: I hear you're not feeling well.
Passenger: That's right. The airline staff sent me here.
They think that I have dengue fe ver.
Employee: What are your symptoms?
Passenger: I have abad headache and a fever.
Employee: Any vomiting?
Passenger: No, though I have been feeling nauseous.
Employee: Have you developed any ras hes?
Passenger: No, not that I know of.
Employee: I see. I think you may just have the flu, Ms.
Young. 1'11 have someone examine you to be certain.
Passenger: Thank yOU.