Words (Core Vocabulary)
- delay / cancellation / disruption / detour / backlog
- mechanical issue / signal problem / weather advisory
- ETA (estimated time of arrival) / revised schedule
- refund / credit / voucher / goodwill gesture
- rebook / alternative service / shuttle / standby
- complaint / feedback / escalation / supervisor
- ticket number / case number / reference ID
- documentation / evidence / receipt / screenshot
Phrases (Stay calm, be specific)
- Could you provide the cause of the delay and the revised ETA?
- What are my options to rebook or take a shuttle?
- I’d like to request a refund/credit due to the cancellation.
- May I have a case number and expected timeline for resolution?
- Could you escalate this to a supervisor, please?
- I have screenshots and receipts—where should I send them?
Contextual Examples (Natural, everyday)
- Hi, my train was cancelled due to a signal issue—how can I rebook, and am I eligible for a refund?
- **Thanks for the update—**what’s the revised schedule, and is there a shuttle to the next station?
- I’d like to file a complaint—case number please, and where can I attach evidence?
Collocations & Phrases (bold the key words)
Information & options
- request an update
- confirm the cause
- ask for alternatives
- accept a voucher/credit
Formal steps
- file a complaint
- obtain a case number
- submit evidence
- seek an escalation
- follow up within a timeline
Rebooking
- switch to an alternate route
- board a shuttle
- stand by for the next service
Canadian Cultural Context (How to sound natural & polite)
- Staff appreciate calm, factual details: time, place, service number, impact.
- Weather-related disruptions are common; agencies may offer credits instead of cash refunds.
- A brief thank you goes a long way even when frustrated.
Extra Mini-Patterns (plug-and-play)
- Refund ask: “Due to the cancellation, I’d like to request a refund or credit—case number please.”
- Info request: “Could you confirm the cause and revised ETA? Are shuttles available?”
- Escalation: “If possible, could you escalate this to a supervisor? I’ll attach evidence to the ticket.”