来源：广东省导游人员考评委员会《广东省2026年全国导游资格考试现场必读（英语）》。本文完整转载官方原文，如与官方文本有出入，以广东省导游人员考评委员会当年公告为准。
18. What should the local guide do if a Chinese American (an American citizen of Chinese origin) lost his passport while the group is sightseeing in Guangzhou?
In this case, the local guide must help him apply for a new American passport and a new visa to China. The expense incurred from this must be borne by the person concerned.
(1) To help him apply for a new American passport, the local guide must first get a certificate of loss from the local travel service and ask the tourist to get his photos ready for use.
(2) With the certificate of loss from the travel service, the tourist must personally report the case to (the Foreigners’ Exit and Entry Affairs Management Department of) the Guangzhou Public Security Bureau and ask for an official certificate of loss.
(3) With the certificate of loss from the Guangzhou Public Security Bureau, the tourist should go to the American Consulate in Guangzhou to apply for a new American passport.
(4) Then, with the new passport, he should go to the Guangzhou Public Security Bureau again to apply for a new visa to China.
18．某旅行团在广州游览时，团内一位美籍华人不慎丢失了自己的证件，经多方寻找仍无下落。
作为地陪，你应当如何处理？
答：要协助失主补办护照及签证,办证所需费用由游客自理。程序是：
（1）先由旅行社出具遗失证明并让失主准备照片；
（2）由失主本人持证明去广州市公安局（外国人出入境管理处）报失并开具证明；
（3）持公安局的证明去美国驻广州领事馆，申请补办美国护照；
（4）领到新护照后，再去广州市公安局补办中国签证。
19. What should the local guide do if an American Chinese (a Chinese national residing in the United States) lost his passport while the group is sightseeing in Guangzhou?
In this case, the local guide must help him apply for a new Chinese passport and a new visa to the United States.
(1) To apply for a new Chinese passport, the tourist must first get his photos ready for use.
(2) And the local guide must get a certificate of loss from his travel service.
(3) With the certificate of loss from the travel service, the tourist must go personally to the Public Security Bureau of Guangdong Province to report the loss and apply for a new Chinese passport.
(4) Then, with the new passport, the tourist should apply to the American Consulate in Guangzhou for an entry visa to the United States.
19．某旅行团在广州游览时，团里一位美国华侨不慎丢失了自己的证件，经多方寻找仍无下落。
作为地陪，你应当如何协助他补办护照和签证？
答：（1）让失主准备照片；
（2）请当地接待社开具遗失证明；
（3）失主持遗失证明到广东省公安厅报失并申请补办中国护照；
（4）持新护照到广州美国领事馆办理进入美国的签证。
20. A native Chinese in a tourist group lost his identity card and the group is going to travel by plane. What should the tour guide do to deal with the case?
(1) The tour guide should first ask the local travel service to write out a letter of certification to prove the loss.
(2) With the letter of certification written by the local travel service, the tourist must personally report the case to the local public security bureau and ask them to issue a certificate to prove his identity.
(3) If he failed to get the certificate from the public security bureau, the tour guide should arrange for him to travel by other means of transport. The travel fares should be paid by the said tourist and final accounts will be settled after the tour according to the stipulations of the tour contract.
20．旅行团中，有一名国内客人在旅游期间不慎丢失了自己的身份证，而该团须乘飞机旅行，导游人员应如何处理此事？
答：（1）由当地旅行社出具遗失证明；
（2）失主本人持证明到当地公安局报失并要求开具身份证明；
（3）如无法办理身份证明文件，则安排该客人改乘其它交通工具，交通费用先由该客人自付，待旅游结束后再依协议书或有关规定合理结算。
21. When a foreign tourist group arrived in the airport in China, a tourist in the group discovered that his luggage was missing. What should the local guide do to help him?
(1) In this case, the local guide should take the tourist to the Lost Luggage Registration Office of the airport to report and register the loss.
(2) While the group is visiting the local city, the local guide should often telephone the airport to inquire about the result of their search for the luggage.
(3) When the luggage is not found for the moment, the local guide should help the tourist to buy his daily necessities.
(4) If eventually they give it up for lost, the local guide should help the tourist to claim compensation from the airline.
21．一位外国游客的行李在来华途中丢失，在到达我国机场时才发觉。地陪应如何协助他处理此事？
答：（1）带失主到机场失物登记处，办理行李丢失和认领手续；
（2）在本地游览期间，地陪要不时打电话询问寻找行李情况；
（3）一时找不回行李，要协助失主购置必要的生活用品；
（4）若行李确实丢失，应协助失主向有关航空公司索赔。
22. What should the tour guide do if the tourists are greatly discontented with the meals they’ve been served during their stay in a city?
(1) The tour guide should earnestly listen to and note down the opinions and complaints of the tourists.
(2) And report the matter to the local travel service and the hotel or restaurants so that they would make improvement or take possible remedial measures to apologize to the tourists.
(3) Also, he should make a study of people’s likes and dislikes in food and, before the group leaves, inform the travel service in the next city about what’s happened in the group so that they could have the group’s meals purposely prepared in advance.
22．某旅行团表示对某一地的餐饮强烈不满时，导游员在该团离开此地前应采取什么补救措施?
答：（1）认真听取客人的意见，并做好记录。
（2）向该地旅行社及饭店通报情况，并提出改进意见；若有可能，可让其向游客道歉，并采取必要的补救措施。
（3）分析了解客人的餐饮习惯并通知下一站旅行社，使其提前做好这方面的特别服务。
23. What should the national guide do to take care of the tourists who are liable to carsick, airsick or seasick?
(1) To take good care of the tourists who are liable to carsickness, airsickness or seasickness, the national guide should warn them not to eat too much before traveling. He should remind them to take a right dose of carsickness preventive, but must warn them of the contraindications of the drug because many carsickness preventives are harmful to health, especially for glaucoma sufferers.
(2) When assigning seats on the bus or plane, those at less shaky positions should be reserved for them.
(3) When the group is traveling long distance by plane or train, the national guide should ask the attendants to help look after them.
23．全陪对旅行团中会晕车、晕机或晕船的客人，应作何关照？
答：（1）提醒晕车、晕机、晕船者，旅行前要不饱食并服用适当药物（最好是使用自备药，并提醒游客留意药品的禁忌，许多晕车药均不适合青光眼患者）；
（2）尽可能安排其坐在较为平衡的座位上；
（3）长途旅行中游客晕机（车、船），导游人员可请乘务员协助照顾。
24. What should the tour guide do if a tourist in the group fainted away for heatstroke?
(1) If someone fainted away for heatstroke, the tour guide should help him lie down on his back at a cool and shady place and unbutton his collar and loosen his waist-belt.
(2) Then, he should feed him some salted drinks and heatstroke preventive if they are available. If the patient has a fever, he should wipe his body with alcohol or cold water so as to disperse the excessive heat from his body.
(3) When the patient’s condition has improved, he can just let him sit or lie down to rest for a while.
(4) But, if his condition is still serious, he must take him to the hospital for further treatment.
24．团中有一客人中暑晕倒，导游人员应采取什么措施？
答：（1）应置患者于阴凉处，平躺，解开衣领，放松裤带；
（2）可能时让其饮用含盐饮料或服用必要的防暑药物，对发烧者要用冷水或酒精擦身散热；
（3）症状缓解后，让其静坐（卧）休息；
（4）严重中暑者在作必要处理后，立即送医院治疗。
25. What measure should the tour guide take in order to prevent tourists from personal and property damage while they are staying in the hotel?
(1) That they must lodge their valuables in the safes of the hotel instead of carrying them on their persons or just leaving them about in the hotel rooms.
(2) And that they should always leave their doors fastened when going in and out of their rooms and must not allow strangers or people who claim to be hotel workers (say, repairmen) to come into their rooms, especially at night.
In addition, the tour guide should advise the tourists against changing their money with private money-changers so that they should not be fooled and cheated by evil people.
25．旅游团入住饭店时，导游人员要采取什么措施，防止游客人身及财物遭受损害?
答：（1）入住饭店后，导游人员应建议游客将贵重财物存放在饭店保险柜中，不要随身携带或放在房间内；
（2）提醒游客出入房间锁好门，不要将房号随便告诉陌生人；不要让陌生人或自称饭店维修工等人员随便进入房间，尤其是夜间不可贸然开门，以防止意外；不要与私人兑换外币。
26. A local guide followed the original schedule and got to the airport in time to meet the group. However, when the plane came in, the group didn’t turn up. What should he do now?
(1) He should immediately try to get in touch with people in his office to find out the reason.
(2) If the group is delayed for only a short time, he should keep on waiting in the airport.
(3) If it is delayed for a long time, he must work out a new sightseeing program for the group according to the arrangements of departments concerned.
26．地陪按原定计划准时到达机场迎接团队，但却没有接到，他应怎么做？
答：（1）立即与本社有关部门联系，查明原因；
（2）如团队推迟到达时间不长，可留在接站地点继续等候；
（3）如推迟时间较长，要按本社有关部门的安排重新落实接团事宜。
27. A local guide picked up a group at the airport but, when they arrived at the hotel, he discovered that he had taken a wrong group. What should he do now to solve the problem?
(1) He should first seek the cause of the mistake and…
(2) Try to find out where his group is and by whom it was taken away by mistake so that he may get in touch with it without delay.
(3) If his group was taken by one of his colleagues and they all act as a local guide, they usually need not change their groups back to each other. But, if any of them is at once the local guide and national guide, they must change their groups back to each other, even though they come from the same company.
(4) Then, he should honestly explain the whole thing to the tourists and sincerely apologize for the mistake.
27．一地陪按计划到机场接回一个团队，抵达饭店时才发现该团并非自己应接的团，他应当如何处理？
答：（1）找出差错的原因；
（2）了解自己团队的去向；如果是被其他旅行社的导游接走，应尽快取得联系,立即换回；
（3）若自己的团队是被本旅行社的导游接走，则地陪一般不必换回,但全陪必须调换；
（4）实事求是地向客人说明情况，诚恳道歉。
本稿说明（本站整理，非官方内容）
特殊问题处理问答共 40 题，本篇是第 18 至 27 题。应变题的评分看处理顺序：核实情况、安抚游客、报告协调、书面记录，四步说全比堆词更容易拿分。