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（调查）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 (威慑)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 mjor 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 Sasson 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 .
36．A．promised B．managed C．hoped D．refused
37．A．So B．But C．Merely D．Even
38．A．skilled B．experienced C．tired D．puzzled
39．A．flight B．opinion C．service D．travel
40．A．news B．information C．doubt D．article
41．A．honoring B．making C．giving D．improving
42．A．problems B．travelers C．passengers D．complaints
43．A．quarter B．year C．month D．summer
44．A．customer B．company C．government D．public
45．A．wished B．agreed C．remembered D．failed
46．A．to B．for C．as D．by
47．A．explain B．discuss C．discover D．check
48．A．travel B．expect C．complain D．suggest
49．A．aimed at B．considered as C．joined to D．made from
50．A．difficulty B．situation C．reality D．efforts
51．A．suggestions B．rules C．decisions D．improvements
52．A．large B．first C．top D．bad
53．A．Still B．Therefore C．Instead D．Meanwhile
54．A．possibility B．need C．chance D．use
55．A．examinations B．service C．laws D．reports
