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Как правильно жаловаться и решать проблемы на английском: от ресторана до авиакомпании — полный гид для уверенного общения

How to Complain and Solve Problems in English: The Complete Guide from Restaurants to Airlines

Imagine this: you order your favorite pasta at a restaurant, but it tastes more like bland cafeteria noodles than an Italian dish. Or your suitcase ends up in Bali, while you’re in London. What should you do? Just smile and say nothing? Of course not! Being able to complain and solve problems in English isn’t just about comfort—it’s about confidence, independence, and standing up for your rights abroad.

In this article, we’ll break down how to express dissatisfaction politely and effectively in English in all kinds of situations—from restaurants to airlines. You’ll learn how to keep your cool, avoid shouting (even if you really want to!), and get the result you need while staying respectful and friendly.

Magic Phrases: How to Start a Conversation About a Problem

Starting the conversation right is half the battle. Here are some universal phrases to help you bring up a problem in any situation. Remember, speaking calmly and with a smile helps the other person warm up to you and increases your chances of a good outcome:

"Excuse me, I have a problem with my order." / Извините, у меня проблема с моим заказом.
"I'm sorry, but something isn't right." / Извините, но что-то не так.
"Could you help me with an issue?" / Могли бы вы помочь мне с одной проблемой?
"I'm afraid there's a mistake." / Боюсь, тут ошибка.
"I think there has been a misunderstanding." / Думаю, произошла ошибка/недоразумение.
"I'm not satisfied with..." / Я не доволен(на)...
"Would it be possible to...?" / Можно ли...?
"Could you please check this for me?" / Не могли бы вы проверить это для меня?
"Could you clarify this for me, please?" / Могли бы вы прояснить этот момент?
"I would appreciate your help with this matter." / Буду признателен(на) за помощь в этом вопросе.
"Is there anything you can do to resolve this?" / Можете ли вы что-то сделать, чтобы решить это?
"Can you explain why this happened?" / Можете объяснить, почему это произошло?

😔 Little secret: Even if you’re boiling inside, start with a polite tone—you’ll get help much faster! Staying calm and respectful is key in English-speaking culture.

At the Restaurant: Complain, But Don’t Lose Your Appetite

Even the best restaurants mess up sometimes. Here are some handy phrases for when something goes wrong:

"Excuse me, my food is cold." / Извините, моя еда холодная.
"This isn't what I ordered." / Это не то, что я заказывал(а).
"Could you please bring me the bill? There seems to be a mistake." / Могли бы вы принести счёт? Кажется, там ошибка.
"My drink hasn't arrived yet." / Мой напиток ещё не принесли.
"The portion is too small." / Порция слишком маленькая.
"There's something wrong with my meal." / Что-то не так с моей едой.
"Excuse me, there is hair in my food." / Извините, в моей еде волосы.
"Could you please change my order?" / Могли бы вы поменять мой заказ?
"My food is undercooked/overcooked." / Моя еда недоготовлена/переготовлена.
"I asked for no onions, but there are onions in my dish." / Я просил(а) без лука, но он есть в блюде.
"Could you please bring some cutlery?" / Могли бы вы принести столовые приборы?

⚠️ Don’t forget the magic words "please" and "thank you"! They work even when your server doesn’t. Bonus: being nice sometimes gets you a free dessert or drink.

Tips:

Try not to raise your voice, even if the situation feels unfair.
Use humor if it feels right—it can lighten the mood.
If the problem isn’t solved right away, ask for the manager: "Could I speak to the manager, please?"

At the Store: Returns, Exchanges, and Keeping Your Cool

Returning something or complaining about service is normal. The main thing is to speak confidently and stay calm. Here are some useful phrases:

"I'd like to return this item. It doesn't work." / Я хотел(а) бы вернуть этот товар. Он не работает.
"Can I speak to the manager, please?" / Можно поговорить с менеджером?
"I was charged incorrectly." / С меня неправильно взяли деньги.
"This product is damaged." / Этот товар повреждён.
"I didn't receive a receipt." / Я не получил(а) чек.
"Could I exchange this for another size/color?" / Можно обменять это на другой размер/цвет?
"There is a missing part in the box." / В коробке не хватает детали.
"I would like a refund, please." / Я бы хотел(а) вернуть деньги.
"The price on the shelf is different from the price at the register." / Цена на полке отличается от цены на кассе.
"Could you explain your return policy?" / Объясните, пожалуйста, вашу политику возврата.

✅ Tip: Have your receipt and a smile ready—it’s a winning combo! Don’t hesitate to ask clarifying questions about warranties and exchange policies.

At the Hotel: Comfort Without Surprises

The bed squeaks, and the shower only has freezing water? Here’s how to say it in English:

"My room is too noisy." / В моей комнате слишком шумно.
"The air conditioning isn't working." / Кондиционер не работает.
"There are no clean towels in my room." / В комнате нет чистых полотенец.
"Could I have another room?" / Можно мне другой номер?
"The shower doesn't work properly." / Душ работает плохо.
"Something is missing from my room." / В моей комнате чего-то не хватает.
"There are bugs in my room." / В комнате насекомые.
"The Wi-Fi isn't working in my room." / Wi-Fi не работает в моей комнате.
"My room hasn't been cleaned." / Мою комнату не убирали.
"The bed linen is dirty." / Постельное бельё грязное.

🧠 Tip: Always mention your room number and details of the problem—it shows you’re on top of things. Don’t be afraid to ask for compensation or a room upgrade if it’s serious: "Is it possible to get a complimentary room upgrade due to this inconvenience?" / Можно ли получить бесплатный апгрейд номера из-за этой ситуации?

At the Airport and with Airlines: Keep Stress to a Minimum

Lost luggage, delayed flight, or a snoring seatmate? Here’s what you can say:

"My flight has been delayed. What are my options?" / Мой рейс задержан. Какие у меня есть варианты?
"My luggage is missing." / Мой багаж потерян.
"Can I get an update on my flight status?" / Можно узнать статус моего рейса?
"I was charged extra by mistake." / С меня ошибочно взяли доплату.
"There is a problem with my seat." / Проблема с моим местом.
"Could you help me find my gate?" / Помогите найти мой выход на посадку?
"My connecting flight is very soon. Can you help me get there faster?" / У меня скоро пересадка. Можете помочь добраться быстрее?
"My baggage was damaged during the flight." / Мой багаж был повреждён во время полёта.
"The in-flight entertainment system is not working." / Система развлечений не работает.
"Can you help me change my seat?" / Могли бы вы поменять мне место?
"I have a special meal request, but it was not provided." / Я заказывал(а) специальное питание, но его не принесли.

😅 Pro tip: The calmer you explain, the faster things get resolved (and sometimes you even get free coffee!). Be firm, but polite.

More Tips:

Write down your flight number and details of the problem in advance.
Don’t hesitate to talk to staff more than once if you don’t get an answer.
Use phrases like: "Who can I talk to about this?" / К кому мне обратиться по этому вопросу?

Common Mistakes and How to Avoid Them

❌ "Give me manager!" — too harsh and incorrect.

✅ "Could I speak to the manager, please?" / Можно поговорить с менеджером?

❌ "This bad!" — too emotional and grammatically wrong.

✅ "I'm not satisfied with this." / Я этим не доволен(на).

❌ "You mistake!" — sounds accusatory and makes no sense.

✅ "I think there has been a mistake." / Думаю, произошла ошибка.

❌ "Fix now!" — an ultimatum that rarely works.

✅ "Could you please fix this as soon as possible?" / Могли бы вы исправить это как можно скорее?

❌ "Why you do this?" — sounds accusatory.

✅ "Could you explain why this happened?" / Могли бы вы объяснить, почему это произошло?

💡 The main rule: Even if you’re very unhappy, try not to get personal. Problems are solved faster when you sound friendly and constructive.

Tips for Confident Communication and the Right Mindset

Take a deep breath! Stress is the enemy of good English. Friendliness helps you get what you want faster.
Don’t be afraid to ask to repeat or clarify: "Could you say that again, please?" / Не могли бы вы повторить? "Could you explain that in a different way?" / Могли бы вы объяснить это по-другому?
If you don’t know a word—describe the problem in simple terms or point to an example. For instance: "The thing in the bathroom is broken" / Ванная сломана (if you don’t know the word “shower”).
Use pre-written phrases (save them on your phone or learn them in the Vocab App).
Practice pronouncing key phrases ahead of time so you don’t get flustered in a stressful situation.

Conclusion: Confidence Is the Key

Now you know how to complain and solve problems in English without getting into awkward situations. The main thing is not to be afraid to speak up, and to remember that politeness and clear wording work wonders. Try using just one phrase from this article in real life—you’ll feel like a pro!

Extra Materials for Self-Study

📱 Boost your vocabulary with Vocab App — a great app designed for effective and convenient vocabulary learning.

🎧 Improve your listening skills with Vocab app podcast — an excellent resource for practicing listening and expanding your vocabulary with interesting and lively audio materials.

Bon voyage—and may your complaints always be heard! 😉