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8c Read B Below is a website with

A Discuss.
• Have you ever travelled by plane? customer reviews. Listen and read.
Which rating do you think each
• Have you ever had or heard of reviewer gave? Match the ratings
anyone else who had a particularly a-c with the reviews 1-3.
good or bad experience while
travelling by plane? What a.
happened? b. c.

 AIRLINE REVIEWS

 Read Reviews  Write a Review   Information  Contact us

© MM Publications

 CLOUDLINE AIRLINES Customer reviews

My last fl ight was fi ne, but I saw an example of awful customer service. The passenger

1 in front of me was having diffi culty carrying his bag, so the two members of staff at the
gate had to check if it was within the weight limit. It was, but they still did not let him take
it on the plane because he couldn’t carry it easily. They were very impolite about it, and
the argument went on for ages while all the other passengers were waiting. In the end, I
started to get so impatient that I decided to help him by carrying the heavy bag for him.
Jenny Fraser
Edinburgh

I’ve never seen anything so disorganised. When we got to the airport, we were informed
2 that the fl ight was delayed. Nobody could tell us what was wrong. It was impossible to
fi nd out if the plane would leave. Whenever we asked for some information they couldn’t
give us any answers. I started thinking that the fl ight might actually be cancelled! The
delay lasted two hours – very annoying – and the staff was very unhelpful the whole
Alan Henderson time. To make the experience worse, they also lost my luggage – and it took them three
Reading days to get it back to me! How irresponsible!

3 We were told that there was a technical problem and that the plane wouldn’t leave
after all. Everyone started asking when the next fl ight was and if there were any seats
available. Then a member of staff told us that they were arranging another fl ight, just for
us. She kept everyone calm and helped everyone who asked for information. In the end,
Vivian Riley we arrived in Dublin only an hour behind schedule. I didn’t make my next fl ight because
Boston of the delay, but I still think they managed the situation well.

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