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 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 .

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

A．So B．But C．Merely D．Even

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

A．flight B．opinion C．service D．travel

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

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

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

A．quarter B．year C．month D．summer

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

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

A．to B．for C．as D．by

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

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

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

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

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

A．large B．first C．top D．bad

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

A．possibility B．need C．chance D．use

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