Question

Do you remember last summer, when angry travelers were urging the government to do something about airline customer service? Airlines 1 to improve, and they adopted (采用) new standards just before Christmas. 2 as another summer nears, plenty of 3 travelers don’t see much improvement in customer 4 overall.
This month, the Department of Transportation’s (DOT) office will publish its first critical 5 on whether airlines are 6 their promises. One survey suggests problems: the number of 7 to the DOT about the top 10 airlines in the first 8 rose 89% from a year ago .
Hit last summer by passenger complaints and the threat (威懾) of consumer-protection laws by the 9, 14 airlines 10 to adopt a set of basic customer-service standards called Customers First . The “12 promises” to passengers were introduced 11
Recently, DOT inspector general Kenneth Mead, at McCain’s request, sent 20 examiners to airports to 12 whether each airline is doing what it promised. Mead warns travelers shouldn’t 13 too much. Most of the promises are 14 better communication with customers , not problems with flights .
“Passengers should show more understanding to airlines about their 15 to better air service.” Spokeswoman Shelly Sassoon says. “And when 16 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 17 10 carriers. 18, its rate, along with other carriers’, is up from last year. McCain and other lawmakers say there may be a 19 to pass new consumer-protection 20.

1. 1.
   1. A.
      promised
   2. B.
      managed
   3. C.
      hoped
   4. D.
      refused
2. 2.
   1. A.
      So
   2. B.
      But
   3. C.
      Merely
   4. D.
      Even
3. 3.
   1. A.
      skilled
   2. B.
      experienced
   3. C.
      tired
   4. D.
      puzzled
4. 4.
   1. A.
      flight
   2. B.
      opinion
   3. C.
      service
   4. D.
      travel
5. 5.
   1. A.
      news
   2. B.
      information
   3. C.
      doubt
   4. D.
      article
6. 6.
   1. A.
      honoring
   2. B.
      making
   3. C.
      giving
   4. D.
      improving
7. 7.
   1. A.
      problems
   2. B.
      travelers
   3. C.
      passengers
   4. D.
      complaints
8. 8.
   1. A.
      quarter
   2. B.
      year
   3. C.
      month
   4. D.
      summer
9. 9.
   1. A.
      customer
   2. B.
      company
   3. C.
      government
   4. D.
      public
10. 10.
    1. A.
       wished
    2. B.
       agreed
    3. C.
       remembered
    4. D.
       failed
11. 11.
    1. A.
       to
    2. B.
       for
    3. C.
       as
    4. D.
       by
12. 12.
    1. A.
       explain
    2. B.
       discuss
    3. C.
       discover
    4. D.
       check
13. 13.
    1. A.
       travel
    2. B.
       expect
    3. C.
       complain
    4. D.
       suggest
14. 14.
    1. A.
       aimed at
    2. B.
       considered as
    3. C.
       joined to
    4. D.
       made from
15. 15.
    1. A.
       difficulty
    2. B.
       situation
    3. C.
       reality
    4. D.
       efforts
16. 16.
    1. A.
       suggestions
    2. B.
       rules
    3. C.
       decisions
    4. D.
       improvements
17. 17.
    1. A.
       large
    2. B.
       first
    3. C.
       top
    4. D.
       bad
18. 18.
    1. A.
       Still
    2. B.
       Therefore
    3. C.
       Instead
    4. D.
       Meanwhile
19. 19.
    1. A.
       possibility
    2. B.
       need
    3. C.
       chance
    4. D.
       use
20. 20.
    1. A.
       examinations
    2. B.
       service
    3. C.
       laws
    4. D.
       reports

Answer 1

ABBCD ADACB CDBAD DCABC
1.原文提到航空公司采取了一系列措施，其中包括對(duì)乘客的十二項(xiàng)保證。因此可知航空公司在政府的要求下已答應(yīng)改善服務(wù)。
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(jī)出行的乘客。skilled有技能的；tired勞累的；puzzled感到迷惑的。結(jié)合常識(shí)可知，只有經(jīng)常乘飛機(jī)的乘客才能體會(huì)出航空公司服務(wù)的改變。
4.上文提到政府要求航空公司改善顧客服務(wù)。因此可知，航空公司應(yīng)是在服務(wù)這一塊采取的措施。
5.根據(jù)本句的謂語動(dòng)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(wù)，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(duì)此處作了進(jìn)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(yīng)是由政府部門制定的。結(jié)合上文可知航空公司改善服務(wù)，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(wù).（wish to do希望做…… ; remember to do記著去做……；fail to do…沒有做……）。
11.as作為。對(duì)乘客的幾項(xiàng)許諾應(yīng)是為改善服務(wù)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(yīng)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(xiàng)不符常理。根據(jù)下一段的解釋可知，Mead是希望顧客不要對(duì)航空公司服務(wù)的改善寄予過高的期望。
14.根據(jù)promises與better communication的關(guān)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(wù)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(wù)，就會(huì)有提高。只不過這個(gè)進(jìn)步要很長(zhǎng)一段時(shí)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(shì)。
19.因顧客的投訴率是上升趨勢(shì)，McCain 和其他立法者認(rèn)為有必要通過一項(xiàng)新的顧客保護(hù)法。
20.前文提到了保護(hù)顧客權(quán)益法，此處指再通過一項(xiàng)新的保護(hù)顧客權(quán)益法。