Kiwi air customer complaint

文章大意

Janet Quigley致电Kiwi Air客服Roger，投诉在网上预订自己和三个孩子从惠灵顿往返基督城的机票时，网站总把其中一个孩子的票价自动改成成人价，并出现错误提示。客服解释这是公司新政策：一名成人最多只能带两名儿童享受儿童票价，第三个孩子须按成人票价购买。

题目与答案

1. Booking details

   Name: Janet 1_____

   答案：Quigley

   原文定位：So let me just take down your full name;It's Janet Quigley. That's Q-U-I-G-L-E-Y

2. · reply predicted within a week

   · reference number: 10_____

   答案：GBK8422

   原文定位：You need to take down this reference number. I'll just give it to you. It's GBK8422

3. Ticket details: one adult and three children

   Wellington to Christchurch - four 2_____ tickets

   答案：return

   原文定位：We're wanting to fly from Wellington to Christchurch. Not one way, I mean, but return. So it's just a simple booking

4. Flight dates: November 10th - 15th

   Time: departing at 3_____ a.m.

   答案：11:45

   原文定位：We'd be leaving at 11:45 in the morning, arriving into Christchurch at 12:30

   同义替换：「departing」↔「leaving」

5. Details of the problem

   · the website changes the rate for one child

   · the website keeps giving the customer 4_____ message

   答案：error

   原文定位：And each time I change it back, I've been getting error messages telling me to call you directly. I really can't understand it

6. Customer informed that Kiwi Air policy:

   · allows no more than 5_____ child fares per adult (applies to domestic flights only)

   答案：two

   原文定位：It's Kiwi Air policy, I'm afraid, to allow a maximum of two children to travel on child fares with just the one adult accompanying them

   同义替换：「no more than」↔「a maximum of」

7. Customer`s reasons for complaint

   · none of her children are 6_____ years old or older

   答案：12

   原文定位：But an adult fare is for someone over the age of 12. My children are only 11, 8, and 5

8. · child passengers require less 7_____

   答案：food

   原文定位：Besides, they actually eat less than an adult, so they wouldn't consume as much food on the plane. I just don't think it's right

9. · the rule is unfair for large families and 8_____ groups

   答案：school

   原文定位：It seems to me that your rules discriminate against a parent traveling on their own with the children and also families with lots of children. And what about school groups? That wouldn't be fair

   同义替换：「large families」↔「families with lots of children」

10. Customer invited to send written complaint

    · letter to go to the 9_____

    答案：manager

    原文定位：Uh, just address it to the manager, then it will reach the right person. That's fine. That, that's your right to do that