Practice English Reading Exercises for B2 – Adventure Guides & Tourism Professionals 7

Exercises:   123456

Reading 1

You are going to read an article about four travel agency representatives reflecting on the chaotic logistics of rebooking flights and hotels for fifty angry clients after a natural disaster.

For questions 1-10, choose from the people (A-D). The people may be chosen more than once.

Which person

1   mentions relying on professional networks to resolve issues efficiently?

2   was surprised by the compassionate attitude of a minority of holidaymakers?

3   explains how they secured temporary lodging that did not meet clients’ usual standards?

4   encountered resistance from holidaymakers regarding a slower travel option?

5   felt personally affected by the aggressive behaviour of the people they were trying to help?

6   states that the incident prompted a revision of their agency’s contingency plans?

7   highlights the administrative headache that occurred after the initial crisis had passed?

8   had to manage travellers who mistakenly believed they were entitled to immediate financial reimbursement?

9   felt a sense of professional satisfaction despite the initial negative reactions?

10   points out that finding any available rooms became a race against time?

Weathering the Storm: Travel Agents in Crisis

A Emma

When the earthquake struck and the international airport closed, it was absolute bedlam. My inbox was flooded, and the phones didn’t stop ringing for three days. I had fifty clients stranded, all demanding to know how I was going to fix a natural disaster. The most stressful part was dealing with individuals who insisted on instant cash refunds, failing to grasp that ‘force majeure’ clauses meant we couldn’t just magically return their money on the spot. Standard airline hotlines had waiting times of over six hours, which was useless. Fortunately, I’ve been in the business for a decade and managed to call in a few favours from airline managers I know personally. By bypassing the public channels, I secured seats on the first flights out once the runways reopened. It was exhausting, and although the clients were furious initially, my industry connections undoubtedly saved the day.

B David

Rebooking flights is one thing, but finding beds for fifty stranded, irate holidaymakers when every other agency is doing the exact same thing is a monumental nightmare. It literally became a race against the clock to secure whatever accommodation was left before it vanished. I spent hours frantically calling places, only to find the city completely booked up. Eventually, I had no choice but to downgrade a large group from their luxury five-star resort to a very basic, two-star motel on the outskirts of town. Unsurprisingly, they were horrified. I had to endure hours of them shouting at me over the phone, complaining about the lack of room service and the outdated decor. I understand their frustration, but being treated as a punching bag when you are working overtime to keep a roof over their heads really takes an emotional toll on you.

C Priya

The volcanic ash cloud grounded all flights for nearly a week, meaning rebooking air travel was entirely out of the question. I had to think outside the box to get my group of fifty back home. I figured out a complex route involving a combination of overnight trains and long-distance coaches. When I pitched this idea, a significant number of clients flatly refused. They were outraged at the prospect of a thirty-hour overland journey and stubbornly insisted on waiting for a flight, which I knew could take days. It took a lot of persuasion to convince them that this was their only viable ticket out. In the end, almost all of them boarded the buses. Looking back, despite the backlash and the sheer exhaustion of coordinating timetables across three countries, I actually take a lot of pride in having pulled off such a complicated rescue mission.

D Liam

The sheer panic of the hurricane’s aftermath was unprecedented. We managed to get everyone safely rebooked, but what people don’t realise is that the nightmare doesn’t end when the clients get home. The weeks that followed were consumed by an overwhelming mountain of paperwork, processing insurance claims, and writing endless explanatory reports. It was a logistical headache that dragged on for months. If there is a silver lining, it’s that this ordeal highlighted the flaws in our emergency protocols. Management has since completely overhauled our crisis guidelines to ensure we are better prepared next time. The other unexpected takeaway was the reaction of a small handful of clients. While the majority were understandably stressed and short-tempered, a few were remarkably understanding of the situation and even dropped off chocolates at the office a week later to say thank you, which truly caught me off guard.

Reading 2

You are going to read an article about four historical site guides discussing their experiences with tourists.

For questions 1-10, choose from the people/sections (A-D). The people/sections may be chosen more than once.

Which person/section

1   mentions a previous habit of refusing to continue the tour when people weren’t listening?

2   has found a successful way of bargaining with the tourists to get them to pay attention?

3   is annoyed by unjustified complaints made by the tourists at the end of a visit?

4   is worried that visitors might cause themselves severe physical harm?

5   gives an example of tourists taking a highly inappropriate photo given the grim context of the location?

6   points out that tourists stopping to take photos forces the guide to leave out parts of the tour?

7   recounts an incident where a valuable historical object was almost destroyed?

8   sympathises with the visitors’ desire to record the visual appeal of the building?

9   chooses to concentrate their energy only on the visitors who show genuine curiosity?

10   finds it confusing that visitors show such little care for the conservation of the area?

The Selfie Epidemic: When History Becomes a Backdrop

A Arthur – Medieval Castle Guide

I’ve spent two decades studying the fascinating sieges that took place at this castle. It genuinely breaks my heart when I’m explaining a poignant moment in our nation’s past, and half the group have their backs turned, pulling faces for the camera. Last week, I was describing the brutal conditions of the medieval dungeons, only to find a couple using a bright flash to get a romantic shot next to the cells. They completely take the profound history of this place for granted. If they had paid closer attention, they would have realised the gravity of where they were standing. I used to let it really get me down, and I’d often refuse to speak until everyone put their phones away. Nowadays, however, I’ve come to terms with it and just press on for the sake of the few visitors who are genuinely engaged in the narrative, rather than worrying about the rest.

B Beatriz – Ancient Roman City Guide

It’s not just the lack of intellectual interest that bothers me; it’s the sheer disruption to our itinerary. My tours run on a strict timetable, and keeping forty people moving smoothly through an ancient city is challenging enough. The primary issue is the stragglers. Tourists constantly wander off the designated paths because they’ve spotted a supposedly perfect backdrop for their social media feeds. Consequently, I spend half my time rounding them up like stray sheep, which inevitably means we end up having to skip certain fascinating areas. What really frustrates me is that at the end of the tour, these exact same individuals will complain that the visit felt rushed! I’ve started warning them at the very beginning that I won’t wait for anyone, but the advice generally goes in one ear and out the other. It’s a great pity they miss the broader picture.

C Carlo – Renaissance Palace Guide

I guide visitors through one of the most stunning Renaissance palaces in Europe, so I completely understand the urge to capture its breathtaking beauty. Nevertheless, it becomes exhausting when the tourists’ sole purpose of visiting is simply proving to their friends that they were here. I used to fight a losing battle trying to force them to listen to the intricate architectural details. Recently, though, I’ve completely changed my approach. I now promise my groups that I will reveal the most spectacular, hidden photo spots in each room, but only on the condition that they give me five minutes of their undivided attention first. It works like a charm! They listen quietly, and then they get their reward. It might seem like a compromise of my principles, but at least this way, some of the historical facts sink in before they start posing for their followers.

D Daphne – Prehistoric Monument Guide

For me, the modern obsession with selfies isn’t just mildly irritating; it’s a genuine hazard. This archaeological site is thousands of years old, and the structures are incredibly fragile. Despite the obvious warning signs and my repeated instructions, tourists constantly attempt to lean against the monuments or even climb onto lower walls just to get a unique camera angle. I’m constantly on edge, terrified that someone will slip and seriously hurt themselves or permanently damage a priceless artefact. Just last month, a teenager dropped his phone over a barrier and nearly knocked over a 3,000-year-old carving trying to retrieve it. I accept that taking photos is a normal part of a holiday, but the utter disregard for the preservation of the site is baffling. I genuinely wish people would show a bit more reverence for the ancient world instead of treating it like their own personal film set.

Exercises:   123456