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Customer: Good morning. I’d like to book a flight to Toronto, please.
Travel Agent: Certainly. Flying from Sydney?
Customer: Yes. On Thursday, please.
Travel Agent: Thursday the 16th? Right  ....  There are three flights that day.      Q1
            Do you prefer flying with any particular airline?
Customer: I’ve heard that Air Canada is good, but expensive. Is there
        a big difference in prices between the airlines? I’ll be flying
        business class.                                                 Q2
Travel Agent: Yes, there is. Air Canada is the most expensive airline at $4000 to $6000 for business class depending on the date of return. Qantas is $3000 to $6000 and Pacific, the budget airline, charges between $2000 and $3500.
Customer: Wow! That’s quite a difference in prices! I’m returning on from Wednesday 22nd, so could you check the return prices for me?
Travel Agent: Sure. Let me just enter the return date into the computer  ....
            OK  ....  Air Canada has tickets for $4600. Qantas has them for
            $4200. Pacific has tickets for $3200. Those prices all include       Q3
            taxes and surcharges.                                        Q4
Customer: OK. Before I make a decision, I would like to know the departure and arrival times—in both directions.
Travel Agent: Of course. Let’s look at Air Canada first  ....  Leaves Sydney at
         10 a.m. and arrives in Toronto at 10 a.m. local time. There’s
         a stopover in Vancouver. The Qantas flight leaves Sydney
         at 13:45 and arrives at 10:15 a.m. There’s also a stopover in        Q5
         Vancouver, but it’s shorter than the Air Canada one. Pacific        Q6
         flies via Los Angeles and leaves at 18:15, arriving at 11:55        Q7
        p.m.
Customer: Oh, that doesn’t sound very convenient—flying by Pacific, I mean.
Travel Agent: Well, budget airlines do offer cheaper tickets, but they are often not so advantageous in other ways. Customer: How about the return flights?
Travel Agent: Let me check ....  The Air Canada flight leaves Toronto at
            16:00 and arrives at 18:00 local time. The Qantas flight leaves
            at 9 a.m. and arrives at 11 a.m. local time in Sydney. Pacific
            ... The Pacific flight leaves Toronto at 22:25and arrives       Q8
            at 06:10 local time in Sydney. Again, not very convenient
            timing.
Customer: No, it isn’t. Are the stopovers the same as on the outward journey?
Travel Agent: Yes, they are.
Customer: Well, I have a business appointment on Wednesday 22nd in
        the morning, so unfortunately, I can’t take the Qantas flight.
        The Pacific flight times are too inconvenient, so I’ll take the
        Air Canada flight, even though it’s more expensive.
Travel Agent: Right. I’ll book that for you, shall I? Do you have your passport with you?
Customer: Yes, I do  ....  Here you are.
Travel Agent: Thank you. I’ll just enter your details  ....  OK, could you just check this print out? Make sure that I’ve spelt your name correctly and have written your passport number correctly too  ....  Will you be paying by credit card?
Customer: Yes, I have a company credit card  ....  Here you are  ....  Oh, my name is Reece with a ’c’ not an ’s’.
Travel Agent: Oh, I’m sorry! I’ll correct that. R, double E, C, E.
Customer: And my given names are hyphenated. Mary hyphen Anne—
        with an ’e’ —oh, you’ve got that. Sorry.                          Q9
Travel Agent: OK. Mary-Anne, joined together with a hyphen. Is the passport number OK?
Customer: Yes. Could you give me an official invoice, please? I need it for my company.
Travel Agent: Certainly. Shall I use the company name as it appears on the
          credit card—ABC Stocks?                                  Q10
Customer: Yes.
Travel Agent: OK. Thank you. Could you sign here? ... And here? ... Thank you. I’ll just print out your ticket.
Customer: Thank you.