Formal Reports for IGCSE First Language English

Learn how to write the most formal text type on the IGCSE First Language English syllabus, the formal report.

This text type could appear on:

• Paper 1 – Extended Response
• Paper 2 – Directed Writing (from 2027)

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Video lesson: how to write a formal report

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Download the free resources below

PowerPoint for writing formal writing for IGCSE First Language English

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Formal Report A* Exemplar for IGCSE First Language English

The present role of meeting and greeting passengers

Upon arrival at the airport, customer care immediately begins with Meet and Greet staff waiting for passengers in the departure concourse. Staff arrive before passengers when the airport is empty to facilitate this smooth arrival. Following this, staff welcome passengers in a friendly manner to uphold the company’s reputation before checking that documents are in order. Luggage checking is also a priority, as staff must ensure that suitcases are not left unattended to prevent serious safety concerns. Finally, Meet and Greet staff give helpful information, such as directing passengers to the next stage of their journey, helping to ensure a smooth and stress-free experience for all travellers.

Potential problems for both ‘Meet and Greet’ staff and passengers

Despite the company’s high standards, some potential problems have been identified. Firstly, security issues have been noted for passengers with a recent theft incident occurring recently – although this misunderstanding was quickly resolved. The airport layout has also proven problematic, with complaints of long passenger queues and a confusing environment that has caused some passengers to become lost. Furthermore, the current trolleys are outdated and have become unsteady, which poses a danger to children if hit by falling luggage. Secondly, some further problems have come to light for staff, such as claims of poor working conditions with some staff reporting only having fifteen minutes for their lunch break. This, coupled with inadequate time to train new staff properly, could lead to lower staff morale.

Suggested improvements for both passengers and ‘Meet and Greet’ staff

The above noted issues are easily remedied by making the following changes. Passengers with special needs or with families should be catered for more carefully. For example, elderly passengers would benefit from opening a fast-track check-in lane to avoid queues. Likewise, families with small children could be allocated a designated seating area with staff to support them through their journey. To address staff workload issues, we should hire more staff to allow for longer breaks and relieve pressure on colleagues. Committing to a robust training scheme for these new colleagues will allow for a better overall experience, so the initial costs of such a scheme would quickly be recouped by hiring staff retention and customer loyalty. Finally, improving the logistics of the airports would significantly enhance customer experience: clearer signage, removing lengthy roped-off queues and providing informational videos ahead of the journey are possible solutions to customer complaints in this area.