Airport Phrases

A passenger approaches your counter. What is the best way to greet them?

• What do you want?

• Where is your passport?

• Good morning. May I see your passport, please?

A passenger does not place their passport on the scanner. What should you say?

• Could you place your passport on the scanner, please?

• Give me your passport.

• Put your passport on the scanner now.

A passenger asks why you ask security questions. How do you politely explain?

• I need to ask you a few more questions. This is the procedure.

• Just answer my questions now.

• Why don’t you understand?

A passenger does not remove their jacket at the security check. What is the best way to instruct them?

• Take off your jacket!

• Why didn’t you remove your jacket?

• Please take off your jacket.

A passenger is getting angry because they are in a hurry. What should you say to calm them down?

• Just wait there.

• Please remain calm while we verify your information.

• Stop complaining.

A passenger does not understand English well. How can you politely check their information?

• What do you want?

• Tell me why you are here.

• Can you confirm your travel purpose?

You have completed the passport check. How should you end the conversation?

• You may go now.

• Thank you for your cooperation. Have a safe flight!

• That’s it. Leave.

A passenger refuses to answer security questions. What is the most professional response?

• Unfortunately, I need to call my supervisor.

• Just answer my questions now.

• You have no choice, answer me.

A passenger is waiting. How do you politely ask them to continue?

• Move now!

• Please step forward.

• Why are you so slow?