{{B}}pArtA{{/B}}
{{B}}DirECtions:{{/B}}
rEAD thE Following Four tExts,AnswEr thE quEstions BElow EACh tExt By ChoosingA,B,C、orD、mArk your AnswErs onAnswEr shEEt 1.
{{B}}tExt 1{{/B}}

AmEriCAns ArE now Flying thE CrowDED, CrAnky skiEs. Flight DElAys in jAnuAry wErE thE worst For thAt month sinCE 1999. wEAthEr is AlwAys thE primAry CAusE oF DElAys.ADD to thAt thE usAirwAysChristmAs BAggAgE mEltDown AnDComAir’s ComputEr FAilurE, thE ComBinAtion oF whiCh lEFt hunDrEDs oF thousAnDs oF FliErs strAnDED At Airports. But AirlinE EmployEEs sEE A DEEpEr rEAson For Both thE inCrEAsE in DElAys AnD pAssEngEr ComplAints: A DEmorAlizED AnD FrustrAtED workForCE thAt’s BEing AskED to Do morE EvEn As it’s gEtting pAiD lAss. thE AirlinEs AnD unions ArE quiCk to prAisE thEir workErs For rising to thE ChAllEngE During thEsE vEry DiFFiCult timEs, As wEll As For CArrying thE Brunt oF thE Cost Cutting.But unEAsE is growing within thE rAnks.AnD pAssEngErs hAvE notiCED、For instAnCE, somE oF thE so-CAllED olDEr CArriErs now rEquirE gAtE AgEnts to ClEAn thE plAnEs As wEll As ChECk pEoplE in. so somE pAssEngErs hAvE FounD thEmsElvEs without A CustomEr-sErviCE AgEnt to tAlk to until just BEForE thE plAnE lEAvEs. pilots FinD thEmsElvEs stuCk At thE gAtE BECAusE thEirCrEw oF Flight AttEnDAnts hAs AlrEADy workED As long As thE FAA、woulD Allow thEm to. "thEy’vE Cut EmployEEs to suCh A DEgrEE thAt thEy Don’t hAvE Enough EmployEEs to Do thE joB AnD sErvE thE CustomErs propErly," sAys onE pilot. thE mAjor AirlinEs ContEnD thAt’s not thE CAsE At All. jEFF grEEn, A spokEsmAn For unitEDAirlinEs, sAys thE mAjor CArriErs hAvE shrunk signiFiCAntly sinCE 9/11. whilE thErE ArE FAr FEwEr EmployEEs, thE AirlinE Also hAs FAr FEwEr Flights. hE Also notEs thAt unitED hAs hAD its BEst on-timE pErFormAnCE in thE pAst two yEArs AnD thAt intErnAl gAugEs oF CustomEr sAtisFACtion ArE up. "whAt our EmployEEs ArE going through is not hAving An EFFECt on our CustomEr sErviCE," sAys mr. grEEn.EmployEEs on thE Front linE tEll A DiFFErEnt story. "thEy’rE just Closing thE Doors AnD rElEAsing thE BrAkE so thEy CAn rEport An on- timE DEpArturE, whEn in rEAlity thEy mAy still BE loADing CArgo For 30 minutEs." AviAtion ExpErts ContEnD thAt iF thAt’s thE CAsE, thE mAjor AirlinEs mAy FinD EvEn morE ChAllEngEs AhEAD、As thEir FArE struCturEs AnD priCEs ComE ClosEr to thosE oF thE suCCEssFul low-Cost CArriErs, CustomEr sErviCE will BEComE EvEn morE CruCiAl in DEtErmining whiCh AirlinEs suCCEED、"thE wAy you’rE trEAtED on thE plAnE spEAks A lot As to whEthEr you’ll Fly thAt AirlinE AgAin," sAys hElAnEBECkEr, An AirlinE AnAlyst. "it’s not thE BE-All AnD EnD-All. it’s not going to put An AirlinE out oF BusinEss.But it’s not going to hElp it A lot EithEr iF thEy’rE AlrEADy in trouBlE."

thE EmployEEs might think, iF AirlinE DElAy is to BE AvoiDED, thE kEy FACtor isA．Cost-Cutting.
B．sophistiCAtED workErs.
C．high-spiritED CrEw.
D．gooD CustomEr sErviCE.