Doyourememberlastsummerwhenangrytravelerswereurgingthegovernmenttodosomethingaboutairlinecustomerservice?Airlines36toimproveandtheyadopted(采用)newstandardsjustbeforeChristmas.37asanothersummern

　　Doyourememberlastsummerwhenangrytravelerswereurgingthegovernmenttodosomethingaboutairlinecustomerservice?Airlines 36 toimproveandtheyadopted(采用)newstandardsjustbeforeChristmas. 37 asanothersummernearsplentyof 38 travelersdon’tseemuchimprovementincustomer 39 overall.

　　ThismonththeDepartmentofTransportation’s(DOT)officewillpublishitsfirstcritical 40 onwhetherairlinesare 41 theirpromises.Onesurveysuggestsproblems:thenumberof 42 totheDOTaboutthetop10airlinesinthefirst 43 rose89%fromayearago.

　　Hitlastsummerbypassengercomplaintsandthethreat(威慑)ofconsumer-protectionlawsbythe 44_14airlines 45 toadoptasetofbasiccustomer-servicestandardscalledCustomersFirst.The“12promises”topassengerswereintroduced 46 amajorefforttoimproveservice.Sincethenairlineshavebeenredesigningwebsitesretrainingemployeesandupgradingtechnology

　　RecentlyDOTinspectorgeneralKennethMeadatMcCain’srequestsent20examinerstoairportsto 47 whethereachairlineisdoingwhatitpromised.Meadwarnstravelersshouldn’t 48 toomuch.Mostofthepromisesare 49 bettercommunicationwithcustomersnotproblemswithflights.

　　“Passengersshouldshowmoreunderstandingtoairlinesabouttheir 50 tobetterairservice.”SpokeswomanShellySassoonsays.“Andwhen 51 aremadeittakesalongtimeforthemtobenoticed”shesays.

　　Nowtheeffortsmaybeworking.DuringthefirstquarterDeltahadthesecond-lowestrateofcomplaintsamongthe 52 10carriers. 53itsratealongwithothercarriers’isupfromlastyear.McCainandotherlawmakerssaytheremaybea 54 topassnewconsumer-protection 55.

　　【小题1】A．promisedB．managedC．hopedD．refused【小题2】A．SoB．ButC．MerelyD．Even【小题3】A．skilledB．experiencedC．tiredD．puzzled【小题4