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
36--55 ABBCD ADACB ACBAD DCABC
36 原文提到航空公司采取了一系列措施，其中包括对乘客的十二项保证。因此可知航空公司在政府的要求下已答应改善服务。
37 尽管他们采取了措施，但乘客们仍然没有看到很多改善。
38 experienced travelers此处意思为经常乘飞机出行的乘客。skilled有技能的；tired劳累的；puzzled感到迷惑的。结合常识可知，只有经常乘飞机的乘客才能体会出航空公司服务的改变。
39 上文提到政府要求航空公司改善顾客服务。因此可知，航空公司应是在服务这一块采取的措施。
40 根据本句的谓语动词publish可以得知答案。
41 honor此处意思为履行，遵守。上文航空公司许诺改善服务，交通部门作为监督主管部门看他们是否履行了自己做出的许诺。
42 此处是拿今年顾客的投诉数量与去年的相比。
43 最后一自然段对此处作了进一步的解释，根据最后一段第二句话可知答案。quarter季度。
44 法律应是由政府部门制定的。结合上文可知航空公司改善服务，一是由于顾客的抱怨；一是迫于政府的压力。
45 根据下文航空公司采取的措施可知他们同意改善服务，wish to do希望做…… ; remember to do记着去做……； fail to do…没有做……。
46 as作为。对乘客的几项许诺应是为改善服务而做出的努力中的一部分。
47 交通部门派出20名工作人员应是去检查航空公司是否履行了自己的许诺。
48 此处选A、C、D三项不符常理。根据下一段的解释可知，Mead是希望顾客不要对航空公司服务的改善寄予过高的期望。
49 根据promises与better communication的关系可知答案。aim at旨在……。
50 上文多次提到了航空公司为改善服务采取的措施或做出的努力。
51 联系上一句可知，既然航空公司已经做出努力改善服务，就会有提高。只不过这个进步要很长一段时间才能被人注意到。
52 根据第二段最后一句话可知答案。
53 联系上下文可知，去年顾客投诉的数量很多，航空公司采取了一些措施。尽管最好的十家航空公司的投诉率下降，可是加上其他的航空公司，投诉率与去年相比仍然是呈上升趋势。
54 因顾客的投诉率是上升趋势，McCain 和其他立法者认为有必要通过一项新的顾客保护法。
55 前文提到了保护顾客权益法，此处指再通过一项新的保护顾客权益法。