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。
28. When a group finish its scheduled itinerary and is going to leave China, several tourists in the group request that they would stay behind to proceed with the tour. What should the national guide do to help them?
(1) The national guide should ask the tour organizer travel service for instruction and then give them necessary assistance. He should get a letter of certification from the local travel service, have their passports and the collective visa of the group ready and then take them to the local public security bureau to separate their visas from the collective one and extend their individual visas so that they could stay longer in China. He should also help them reserve hotel accommodations and transport tickets. All the expenses incurred from these must be covered by the tourists themselves.
(2) If the tourists need continuous guide service and other services, the national guide should help them conclude a new contract with the travel service.
28．有几个外国游客，按团队接待计划完成在我国的旅游行程后，要求留下来继续游览。全陪应如何处置？
答：（1）在请示旅行社后，可向其提供必要的帮助：陪同他们持本人的护照﹑旅行社的证明和旅游团的集体签证，去当地公安局办理分离签证和延长签证手续，协助其重订交通票及住房，所需费用由游客自理；
（2）若他们需要旅行社继续为其提供导游等服务，则应另签合同。
29. Supposing the tour bus of a group turned over and three people were seriously injured and several were slightly wounded. What would you do in this case if you were the tour guide of the group?
(1) At this critical moment of life and death, I must lose no time in arranging first-aid treatments for the wounded.
(2) I must keep the accident scene intact and call departments concerned for help.
(3) At the same time, I should report the accident to the local travel service and…
(4) Try to placate the tourists of the group.
(5) Finally, I should write out a report about the accident.
29．旅游车不慎翻侧，造成3 人重伤，多人轻伤。如果你是该团的导游人员，你会采取什么措施处理？
答：（1）立即组织抢救；
（2）保护现场，立即报案；
（3）迅速向旅行社汇报；
（4）安抚全团游客情绪；
（5）写出事故的书面报告。
30. What should the tour guide do in order to guard against traffic accidents during the tour?
In order to avoid traffic accidents, the tour guide should do as follows:
(1) Before setting out to meet the group, the tour guide should ask the driver to check and make sure that the bus is in good condition or request that the bus be changed if any breakdown has not been fixed.
(2) When the tour guide is planning the sightseeing program, he must leave adequate margins of time to allow for traffic jams and other possible delays so that the driver should not be pressed to drive over speed limit to hurry on with the journey.
(3) When driving in bad weather or on rough or heavily trafficked roads, the tour guide should warn the driver not to drive rashly.
(4) When occasion requires, the tour guide should advise the driver against allowing other drivers to drive his bus and …
(5) When the driver is at work, stop him from having alcoholic drinks.
30．在旅游过程中，为了预防出现交通事故，导游员应做好哪些工作?
答：（1）出团前，提醒司机检查车辆，发现隐患及时排除或换车。
（2）安排行程要留有余地，不因赶行程而催促司机超速或违章行车。
（3）在天气、交通、路况不好的情况下，行车时要提醒司机注意安全。
（4）禁止非本车的司机开车。
（5）提醒司机不要饮酒。
31. What must the tour guide do in order that the tourists should not be poisoned by food?
To guard against the accident of food-poisoning,
(1) The tour guide must reserve meals for the group in the restaurants that are designated for tourist groups and …
(2) Warn the tourists not to buy any food from street peddlers.
(3) If the food served in the restaurant is found turning bad or unclean, the tour guide must ask to change it without delay.
31．导游员应如何防止旅行团发生食物中毒事故？
答：（1）必须安排旅行团在定点餐厅用餐；
（2）提醒游客不要在小摊购买食物；
（3）用餐时发现食物不洁或变质，应立即要求更换。
32. What should the tour guide do if a tourist from Taiwan reported that his Travel Permit for Taiwan Compatriot was nowhere to be found?
In this case, the tour guide should have a letter of certification written by the local travel service to prove the loss and ask the tourist to have his photo taken. With the letter written by the local travel service and the identity certificate and photos of the tourist, the tour guide should take him to report the loss to the local security bureau at the municipal level, which will verify his identity and give him a provisional Entry and Exit Permit that is valid just on one occasion.
32．旅行团中，一位来自台湾的客人发现自己的旅行证件不见了。地陪应如何处理？
答：由地接社出具证明，让失主携带能证明其身份的证件、资料及照片，向遗失地的市级公安局出入境签证处报失，核实后发给一次性有效的出入境通行证。
33. What should the national guide do if someone in the group failed to get his luggage back from the luggage conveyer belt in the airport?
(1) The national guide should take the tourist to the Lost and Found Office of the airport to register the loss. The tourist must produce his air-ticket and luggage claim and fill out a Lost Luggage Registration Form.
(2) Then, the national guide should report the matter to the local travel service leadership so that they may contact the airport, the airline and the travel service in the preceding city for help.
33．如游客在机场行李输送带前找不到自己的行李，全陪应怎么做？
答：（1）带失主到失物登记处办理行李丢失和认领手续。由失主出示机票和行李牌，填写丢失行李登记表；
（2）立即向旅行社领导汇报，请其安排有关部门和人员与机场、上一站旅行社、航空公司等单位联系，积极寻找。
34. What can the tour guide do if a couple of husband and wife in the group asked to have their meal in their hotel room?
(1) In this case the tour guide can ask the tour escort to help persuade them to have their meal with the group.
(2) If they still insist in having their meal in their room, the tour guide can tell them that they can order a room service with the hotel restaurant at their own expense and that the service charge they have paid for the tour is not to be refunded.
34．旅游团中，一对夫妇要求在客房自行用餐，导游人员怎样处置？
答：（1）导游人员要耐心解释，并请领队劝其与团队一起用餐；
（2）如游客仍坚持要在客房自行用餐，导游人员可告知其直接与餐厅联系送餐，但餐费自理，而且不能退还综合服务费。
35. What should the tour guide do if someone in the group intends to give up the sightseeing tour and stay behind in the hotel for a rest because he is not feeling well?
When someone in the group is sick and is not able to join the group for sightseeing,
(1) The tour guide should let him stay behind in the hotel for a rest. He should not urge him to join the group for sightseeing.
(2) He should reserve a lunch for him in the hotel restaurant or arrange a room service for him if necessary.
(3) He should tell the tourist the way of getting in touch with the doctor in the hotel and …
(4) Ask the hotel house-keeper to help take care of him
(5) When back from sightseeing, the tour guide should go to see him and inquire after his health so as to show concern for him.
35．游客因身体不适，想单独留在饭店休息而不随团活动时，怎么办?
答：（1）请其自便，不勉强其随团活动；
（2）通知餐厅安排午餐，必要时为其提供送餐服务；
（3）告知客人饭店医务室的联系办法；
（4）告知房间服务员注意照顾客人；
（5）游览回来后，应去询问该客人情况，以示关心。
36. What should the tour guide do if a foreign tourist in the group insists that, for a certain reason, he must stop traveling and leave China for home ahead of schedule?
(1) Usually, such request of the tourists should be granted, but the unused part of the service charge included in the travel fare will not be refunded or will be partly refunded according to the stipulations of the tourist agreement. The tour guide must immediately report the matter to people concerned in the local travel service, who will consult the domestic tour organizer travel service.
(2) With the consent of the domestic tour organizer travel service, the tour guide should help the tourist with such things as separating his visa from the group’s collective visa, booking his home-bound transport ticket and going through other formalities for leaving the group. All the expense incurred from these must be borne by the tourist himself.
36．有一外国游客，因有要事要求提前离团回国，导游员应如何处理？
答：（1）导游员应马上将游客的要求向旅行社汇报，经接待社与组团社协商后，可满足其要求；至于未享受的综合服务费，按旅游协议书规定可部分退还或不予退还；
（2）导游员还要协助该游客重订交通票，办理分离签证及其他离团手续，所需费用由游客自理。
37. While a group was sightseeing, a photography-lover in the group said that he didn’t want to join and keep moving on with the group. How would you respond if you were the local guide of the group?
I would agree to his request if conditions permitted, say, the place was not crowded and public order was good, but meanwhile I must remind him of the time and place to meet and the number of the tour bus or, to be on the safe side, give him a note marking clear the time and place to meet, the number of the tour bus and the name and telephone number of the hotel.
37．在旅行团观光游览途中，团内有摄影爱好者提出不随团行走。你是地陪，将如何妥善安排？
答：若情况许可（游人不太多，秩序不乱），可满足其要求，但要提醒游客集合的时间和地点及旅游车的车号；必要时可留一字条给游客，写明集合时间和地点﹑车号以及饭店名称和电话号码等。
38. A tourist told the tour guide that he wanted to exchange his purchase with the shop. Should the tour guide help him with the replacement?
The tour guide is duty-bound to help him and should accompany him to the shop for the replacement if necessary.
38．有位游客在商店购买商品后要求退换，导游员应否予以帮助？
答：导游人员应积极协助，必要时陪同前往。
39. Supposing a group is traveling by train and a tourist suddenly fell seriously ill. What must the tour guide do since the train is speeding forward and is not allowed to stop at will?
In this case, the tour guide must ask the head of the train crew to help find a doctor on the train to give him first aid treatment. In the meantime, he must notify the travel service in the next destination city to get prepared to transfer the patient to the hospital as soon as the train arrives.
39．火车在运行中是不能随意停站的。如旅行团乘火车旅行时，有游客突发重病,全陪应如何处理？
答：应立即请求列车员在火车上寻找医生就地抢救，并通知下一站急救中心和旅行社准备接车抢救。
40. What should the tour guide do if the tourists request that they should go swimming in a nearby beach?
(1) The tour guide must try patiently to dissuade them from going, because bathing in a natural beach without any safety installations is dangerous.
(2) He can take them to a swimming-pool if they insist in going swimming.
(3) He must not accompany a small number of people to swim while ignoring the majority of the group.
(4) Even if the tourists are swimming in a swimming-pool, the tour guide should warn them of possible dangers so as to guard against accidents of drowning.
40．若游客要求导游员组织他们到附近的海滨游泳，导游员应该怎么办?
答：（1）耐心劝阻并向客人说明，不可到没有安全措施的自然水域中去游泳。
（2）必要时可组织他们到游泳池游泳。
（3）导游员决不可置全团不顾，陪少数人去游泳。
（4）即使到游泳池游泳，也应提醒游泳者注意安全，以免发生溺水事故。
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 28 至 40 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。