Unit 2 Travel
A. Complete the sentences with words from the box.
1.A growing number of people criticise the airlines and demand better service.
2. There are signs that airlines are trying to respond to customer dissatisfaction.
3.Cases of passenger misbehaviour are unfortunately all too common on long-distance flights.
4. Many analysts blame alcohol for the phenomenon called air rage.
5. Poor service and frequent delays will inevitably harm An airline s reputation.
6. Cabin and flight crews often have to deal with disruptive and dangerous in-flight behaviour.
7. There is increasing concern that airlines are trying to save money at the expense of customer satisfaction.
B. Fill in the gaps in the text with the best word.
Customer satisfaction
For the second time, the Korona Hotel has been ranked No. 1for customer satisfaction.
At out hotel, we give our b 1 more than a high-quality experience, we get them to enjoy the Korona way of
life, says Kurt Ahlberg the General Manager, and we pride ourselves on execellent d 2 in a luxurious
environment.
The d 3 are responsive and service-oriented, they obviously enjoy their jobs and want to help the clients.
The Korona is committed to meeting the 4a of today s international business c5; there is high-speed Internet
access throughout the hotek, and there are three spacious meeting rooms, with all the b6 needed for
successful business c7.
In addition, the a8 of the hotel is ideal: a three-minute drive from the international airport.
Ahlberg has long understood that busy executives cannot afford to waste time in d 9 jams as they try to
10a City centre venues. Nor do executives particularly enjoy getting up at dawn to catch an early-morning
c11.
D.Match the two parts of each phrase as the example.
1. A growing number a) to customer dissatisfaction
2. A fast-growing area b) about air quality
3. A wide range c) against dangerous in – flight behaviou
4. An interminable delay d) in take-off
5. Increasing concern e) of issues
6. The battle f) of passenger complaints
7. To respond g) of study
A. Match each item on the left an item on the right.
1.As you know, we re going to increase our special offers. A) Look at the fog !
2. We re leaving at five o clock on Friday morning. B) They know everything about Apex
tickets.
3.Most probably, airport hotels will become increasingly popular c) They couldn t get us a later filight this
. time.
4. Hold on, I ll call our Travel Department and find out for you . d) Ww are about to start advertising.
5. Flights are going to be delayed again. E)Many of them have been designed
with the business traveller in mind.
C.Put the words and phrases in the correct order to make sentences.
1. I ll give Mr Dupuis a ring as soon as I arrive in Brussels.
2. If my fight is delayed, I ll miss the presentation.
3. Im going to stay here until I find a better hotel.
4. Ill visit our Chinese suppliers in May unless you advise me not to go.
5. Please come and visit our headquarters when you are in Copenhagen again,
B. You are going to attend a team – building in Milan .
Write an e-mail (40-60) words to your secretary in which you:
a)explain why you will be away
b)say when exactly you will be away
c) give details of what your secretary should do while you are away.
Dear Secretary,
I am going to participate in a team building in Milan.
I will have to leave because this team- building is a process of transforming a group into a team willing to
collaborate effectively to achieve the objectives set by a company. It can include both daily activities, but
most often it involves organizing an event over a weekend.
I will leave at the end of this week. I hope that during the days when I will not be there, you will take care
of all the objectives mentioned on the sheet left on the desk.
Yours sincerely,
……………….
