|
Hit last summer by passenger complaints and the threat of consumer-protection laws by Congress，14 carriers voluntarily agreed to adopt a set of basic customer-service standards called Customers First．From immediate refunds to truthful reservation agents to toilets that flush during onboard delays，the"12 commitments" to passengers were introduced as 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 document whether each airline is doing what it promised，Mead cautions travelers shouldn't expect too much．Most of the promises are aimed at better communication with customers，not problems free flights．
"We think passengers，both business and leisure，perceive travel as more of a quarrel these days，"spokeswoman Shelly Sasson says．"Some of this is perception，but a lot is reality．""And when improvements 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 top 10carriers．Still，its rate，along with other carriers'，is up from last year．McCain and other lawmakers say new consumer protection laws aren't out of the question if the industry's voluntary program doesn't work．
66．The passage tells us that _______ ．
A）passenger complaints increase though airlines have taken steps to improve air service
B）passenger complaints decrease for airlines have taken steps to improve air service
C）air service has been improved greatly though it is hard to notice by passengers
D）air service needs improving badly as the results of passenger complaints
67．Which of the following is NOT mentioned in the passage ？
A）Government has sent officials to check any improvement the air service airlines have made．B）Some people suggest passengers show more understanding to airlines about their efforts to better air service．
C）To improve air service doesn't mean that there will no longer be any deficiencies in air traveling．
D）It is thought that passengers should be patient when they are waiting for any improvement made by airlines．
68．Which of the following statements is closest in meaning to the sentence"Some of this is perception，but a lot is reality．"？（Para．5）
A）Some people's complaints about air service are rather subjective，but most people's are fairly objective．
B）When people travel by air，they usually quarrel，which is a fact passengers all see．
C）Some people take a biased view on air service because they don't see facts．
D）Most people saw facts，but a few people failed．
69．The author has written the last paragraph mainly to mean _______ ．
A）the rate of complaints is going up in all airlines in spite of the efforts they made |
