Question

Do you remember last summer, when angry travelers were urging the government to do something about airline customer service? Airlines  36  to improve, and they adopted (采用) new standards just before Christmas.  37  as another summer nears, plenty of  38  travelers don’t see much improvement in customer  39  overall.

    This month, the Department of Transportation’s (DOT) office will publish its first critical  40  on whether airlines are  41  their promises. One survey suggests problems: the number of  42  to the DOT about the top 10 airlines in the first   43  rose 89% from a year ago .

Hit last summer by passenger complaints and the threat (威懾) of consumer-protection laws by the    44 _, 14 airlines  45  to adopt a set of basic customer-service standards called Customers First . The “12 promises” to passengers were introduced  46  a major effort to improve service. Since then, airlines have been redesigning websites , retraining employees and upgrading technology

Recently, DOT inspector general Kenneth Mead, at McCain’s request, sent 20 examiners to airports to     47  whether each airline is doing what it promised. Mead warns travelers shouldn’t  48  too much. Most of the promises are  49  better communication with customers , not problems with flights .

“Passengers should show more understanding to airlines about their  50  to better air service.” Spokeswoman Shelly Sassoon says. “And when  51  are made, it takes a long time for them to be noticed,” she says.

Now, the efforts may be working. During the first quarter, Delta had the second-lowest rate of complaints among the  52  10 carriers.  53 , its rate, along with other carriers’, is up from last year. McCain and other lawmakers say there may be a  54  to pass new consumer-protection  55 .

1.A. promised         B. managed             C. hoped         D. refused

2.A. So               B. But                 C. Merely       D. Even

3.A. skilled          B. experienced         C. tired             D. puzzled

4.A. flight          B. opinion              C. service          D. travel

5.A. news            B. information         C. doubt             D. article

6.A. honoring        B. making         C. giving            D. improving

7.A. problems        B. travelers           C. passengers        D. complaints

8.A. quarter         B. year                C. month             D. summer

9.A. customer        B. company             C. government        D. public

10.A. wished         B. agreed          C. remembered    D. failed

11.A. to             B. for                 C. as            D. by

12.A. explain        B. discuss         C. discover          D. check

13. A. travel            B. expect         C. complain          D. suggest    

14.A. aimed at      B. considered as       C. joined to         D. made from

15.A. difficulty         B. situation           C. reality          D. efforts

16.A. suggestions    B. rules               C. decisions         D. improvements

17.A. large              B. first               C. top          D. bad

18.A. Still          B. Therefore            C. Instead      D. Meanwhile

19.A. possibility        B. need                 C. chance      D. use

20.A. examinations B. service          C. laws             D. reports

 

Answer 1

【答案】

 

1.A

2.B

3.B

4.C

5.D

6.A

7.D

8.A

9.C

10.B

11.C

12.D

13.B

14.A

15.D

16.D

17.C

18.A

19.B

20.C

【解析】

1.原文提到航空公司采取了一系列措施，其中包括對乘客的十二項保證。因此可知航空公司在政府的要求下已答應改善服務。

2.盡管他們采取了措施，但乘客們?nèi)匀粵]有看到很多改善。

3.experienced travelers此處意思為經(jīng)常乘飛機出行的乘客。skilled有技能的；tired勞累的；puzzled感到迷惑的。結合常識可知，只有經(jīng)常乘飛機的乘客才能體會出航空公司服務的改變。

4.上文提到政府要求航空公司改善顧客服務。因此可知，航空公司應是在服務這一塊采取的措施。

5.根據(jù)本句的謂語動詞publish可以得知答案。

6.honor此處意思為履行，遵守。上文航空公司許諾改善服務，交通部門作為監(jiān)督主管部門看他們是否履行了自己做出的許諾。

7.此處是拿今年顧客的投訴數(shù)量與去年的相比。

8.最后一自然段對此處作了進一步的解釋，根據(jù)最后一段第二句話可知答案。quarter季度。

9.法律應是由政府部門制定的。結合上文可知航空公司改善服務，一是由于顧客的抱怨；一是迫于政府的壓力。

10.根據(jù)下文航空公司采取的措施可知他們同意改善服務.（wish to do希望做…… ; remember to do記著去做……；fail to do…沒有做……）。

11.as作為。對乘客的幾項許諾應是為改善服務而做出的努力中的一部分

12.交通部門派出20名工作人員應是去檢查航空公司是否履行了自己的許諾。

13.此處選A、C、D三項不符常理。根據(jù)下一段的解釋可知，Mead是希望顧客不要對航空公司服務的改善寄予過高的期望。

14.根據(jù)promises與better communication的關系可知答案。Be aimed at旨在……。

15.上文多次提到了航空公司為改善服務采取的措施或做出的努力。

16.聯(lián)系上一句可知，既然航空公司已經(jīng)做出努力改善服務，就會有提高。只不過這個進步要很長一段時間才能被人注意到。

17.根據(jù)第二段最后一句話可知答案。

18.聯(lián)系上下文可知，去年顧客投訴的數(shù)量很多，航空公司采取了一些措施。盡管最好的十家航空公司的投訴率下降，可是加上其他的航空公司，投訴率與去年相比仍然是呈上升趨勢。

19.因顧客的投訴率是上升趨勢，McCain 和其他立法者認為有必要通過一項新的顧客保護法。

20.前文提到了保護顧客權益法，此處指再通過一項新的保護顧客權益法。