Week 9 Page 1

ROLE-PLAY ACTIVITY
Theme: Quality
Class: QH11E10
Groups members:
1. u
2. u
3.
4. u
5.
Background information:
Built in the mid-1960s, Brookfield Airport, in the English Midlands, is operated by the Midland
Airport Authority (MAA) which has become a base for several budget airlines offering cheap flights
to European destinations.
There is an excellent rail link from major cities in the UK to a station under the terminal building.
Car parking is limited. The terminal building is an award-winning modernist degisn. The is a strong
local opposition to extending the terminal or building a new runway.
Problems:
The rapid growth in business has brought problems. A recent survey showed that passengers had
many complaints about the quality of the service at the airport. To cope with the increased
passenger numbers, one suggestion is to schedule flights at any time of the day or night.
MAA must therefore decide how to deal with the complaints and consider what action to take.There
are something MAA cannot change. The airport is always very busy at peak times.
Solution:
Consider the complaints to find the solutions and decide on an action plan.
Problems Complaints Solutions
Car park
-Small carpark
-Not enough space
-Build a three-floor parking lot.
- Deviding the current car park into long-term
garage and short-term garage; customers book in
advance.
Baggage
-Only 2 conveyor belts in a
huge room, break down all
the time.
-At least 20 minutes
waiting for taking luggage.

-Equip conveyor belts, supply more trolleys all
ove the airport.
- Invest in security screening system
-Have the staff always on duty at the airport to
solve all the passengers' problems
-Offering competitive airfreight and domestic
courier service for return of surplus luggage.
-Ensuring storage available for short or long term.

Week 9 Page 2

Terminal
facilities
-Bad facilities for disabled
people. Cusotmers have to
pay eight pounds to use a
wheelchair.
-Not enough chair.
-Unclean and inconvenient
sanitation.
-Shortage of some
necessary equipment.

- Support free wheelchair for disabled people.
- Install benches to provide seats for waiting
people.
- Upgrade the sanitation by cleaning regularly
and adding some modern necessary
equipment.

Public
announcements
-Either non-existent or so
quiet public
announcements people
can not hear information
about flights.
-Vague information on TV
screens.
-Not enough staff to inform
customers.
-Install hoardings to provide full information
about flights. (Hung on wall any where in the
terminal building - The place they can see easily.)
-If there any problem about the flight, there are at
least 3 employees in each check-in kiosk
informing immediately to passengers.
-The information in TV screen will be replaced by
updated and clear news.
Check-in and
passport
control
Big and disorganized
queues at the check-in desk
sometimes make
customers miss the flights.
Airline and airport self-service kiosk solutions:
+ quickly and easily check in at the airport, select
or change seating.
+Let customers avoid waiting in long lines.
+Maximize terminal space and pls t
and efforts.
ASSIGNED ROLES:
-Chairwoman: Nguyen Thi Ha Trang
-R& D department director: Do Thi Huong Ly
-PR director: Bui Bich Phuong
-Customer Relation director: Hoang Thi Men
-Accountant: Pham Thi Thuy
PROCEDURE:

USEFUL LANGUAGES
Starting
OK, lts t dw t busss.
Right, can we start, please?
Speeding up
It think we should move on now.
Can we come back to that?
Setting objectives
The purpose of this meeting is...
The aims of this meeting are...
Slowing down
Hold on, we need to look at this in more detail.
I think we should discuss this a bit more.
Asking for reactions
Wts u view,...?
What do you think?
Keeping to the point
I t su tts lvt.
Perhaps we could get back on the point.
Week 9 Page 3

Dealing with interruption
Could you let him finish, please?
Could you just hang on a moment, please?
Summarising
OK, lts v wtv d.
Right, to sum up,...
So the main points are...