Give the American word: the Tube, a queue, a return ticket.
How much is the daily cap in London, Zones 1 and 2?
Join with whereas: The Tube opened in 1863. The New York subway opened in 1904.
Answer key
the subway, a line, a round-trip ticket.
£8.90.
The Tube opened in 1863, whereas the New York subway opened in 1904.
Key question: What do you say when things go wrong on the way?
What you need to say
In this session, you need to understand station announcements and service updates, explain a problem, apologise when you are late and complain politely.
To give a reason, we use because + subject + verb or because of / due to + noun: The train is late due to a signal failure. To complain politely, we use I'm afraid..., I would like to..., Could you...?
Document A · Real announcements
These sentences are real. You can hear them in the videos below.
“Good afternoon. Welcome to the Elizabeth line service to London Paddington. This train is now ready to depart. Please mind the closing doors.”Announcement in the TfL video A Day in the Life of an Elizabeth line Driver, 2026
“We are now arriving at Liverpool Street.”Same video
“Exit for DLR services to London City Airport from platform 17.”Same video
“Please mind the gap between the train and the platform.”The voice of Oswald Laurence, Embankment station, Channel 5, 2017
Transport for London shows the status of every line: Good service, Minor delays, Severe delays, Part closure. Check the live status page.
Document C · Service delay refunds (TfL)
You can get a refund if your journey was delayed by more than 15 minutes on the London Underground and DLR, or more than 30 minutes on London Overground and the Elizabeth line.
There is no refund for delays on a bus or tram, or for delays outside TfL's control: strikes, security alerts, bad weather, engineering works or customer incidents (for example, a person falling ill on a train).
to be careful of the space between train and platform
Please mind the gap.
to depart / to arrive
to leave / to reach a place
The train departs from platform 2.
a platform
the place where you get on the train
Go to platform 17.
a refund
money that you get back
I applied for a refund.
to apologise
to say sorry
I apologise for being late.
to complain
to say that you are not happy
I would like to complain about the delay.
crowded / packed
with too many people
The train was packed.
Point prof · giving reasons, apologising, complaining politely
because + subject + verb
I'm late because the bus didn't come.
because of / due to + noun
I'm late because of the traffic. The train is delayed due to a strike.
Apologising
I'm sorry I'm late. I'm really sorry for the delay. I apologise for being late (apologise for + verb-ing).
Explaining
I'm afraid my train was cancelled. There was a problem on the line.
Polite complaints
I would like to complain about... I was wondering if I could get a refund. Could you tell me when the next train is?
Polite answers
Don't worry. No problem. That's OK, it happens.
Quick check. Correct: I'm late because of the bus was late.
Answer keyI'm late because the bus was late. / I'm late because of the bus.
Exercises
1. Match the announcement and the meaningEntryrecognition
Please mind the closing doors.
We are now arriving at Liverpool Street.
Exit for DLR services from platform 17.
Please mind the gap.
This train is now ready to depart.
a. Be careful of the space between the train and the platform. · b. The train is going to leave. · c. Be careful: the doors are closing. · d. The next stop is Liverpool Street. · e. Go to platform 17 to change to the DLR.
Use document C. Can these passengers get a refund?
Your Tube train was delayed by 20 minutes because of a technical problem.
Your bus was 40 minutes late.
Your Elizabeth line train was delayed by 25 minutes.
Your Tube journey was delayed by 45 minutes because of a strike.
You were delayed by 20 minutes on the DLR five weeks ago.
Answer key
Yes: more than 15 minutes on the Underground.
No: no refunds for buses.
No: on the Elizabeth line, the delay must be more than 30 minutes.
No: strikes are outside TfL's control.
No: you must claim within 28 days.
6. Make it politeCoreguided
Rewrite these sentences in a polite way.
Give me my money back!
When is the next train?
Your train was late again!
I'm late. The bus.
Move!
Answer key
I was wondering if I could get a refund, please.
Could you tell me when the next train is, please?
I'm afraid my train was late again. I would like to complain about it.
I'm sorry I'm late. I'm afraid the bus didn't come.
Excuse me, could I get past, please?
7. Role-play: at the stationCoreinteraction
A is a passenger, B is a member of station staff. Situation: the line has severe delays. A explains where they need to go and asks for help. B apologises, explains the reason and suggests another route. Then change roles: the train is cancelled.
Answer key
Model: A: Excuse me, I need to get to work in the city centre and the line has severe delays. B: I'm sorry, there is a signal failure. You can take the bus number 25 outside the station. A: How long does it take? B: About twenty minutes. A: Thank you. B: You're welcome, and sorry again for the delay.
8. Write a messageCorewriting
You are on your way to your work placement and your train is delayed. Write a text message of 30 to 40 words to your tutor: apologise, give the reason, say when you will arrive.
Answer key
Model: Good morning Mr Evans, I'm really sorry but I'm going to be late. My train is delayed by twenty minutes due to a signal failure. I think I will arrive at about 9.15. Sorry again. Lucas
Stretch · B2
Listen to a royal announcement: Sky News, May 2023. King Charles III and Queen Camilla recorded it for the coronation weekend. Write down the full announcement, then write your own announcement of 40 to 50 words for your school's bus station on the first day of a strike: polite, clear, with a reason, an apology and an alternative.
Answer key and model
« My wife and I wish you and your families a wonderful coronation weekend. Wherever you are travelling, we hope you have a safe and pleasant journey, and remember, please mind the gap. » Model: Good morning. Due to a strike, there are no school buses this morning. We apologise for any inconvenience. Students can take the line 3 city bus, which leaves every fifteen minutes from stop B. Thank you for your patience and have a good day.
Homework
Learn five phrases to apologise and complain politely.
Check the TfL status page tonight and write three sentences: which lines have a good service, which have delays.