choose the correct form. choose if both are possible.

1. My mother could / was able to sew really well when she was younger.

choose the correct form. choose if both are possible.

2. If it’s nice this evening, we can / we’ll be able to have a barbecue.

choose the correct form. choose if both are possible.

3. Sorry, but we haven’t could / haven’t been able to give you the table you wanted.

choose the correct form. choose if both are possible.

4. If your brother’s restaurant was nearer, we could / would be able to go more often.

choose the correct form. choose if both are possible.

5. To work for this company, you must can / be able to speak three languages.

choose the correct form. choose if both are possible.

6. We’re really sorry we couldn’t / weren’t able to come to your party.

choose the correct form. choose if both are possible.

7. I’ve never could / been able to make paella, but I’d love to learn.

choose the correct form. choose if both are possible.

8. Can you / Will you be able to make the lunch tomorrow?

choose the correct form. choose if both are possible.

9. They wouldn’t give me a refund for the top, but I could / was able to change it for a new one.

choose the correct form. choose if both are possible.

10. I hate not can / not being able to read a menu when I’m abroad.

Rewrite the highlighted sentences using the correct form of can or be able to. If both forms are possible, write two sentences.

Rewrite the highlighted sentences using the correct form of can or be able to. If both forms are possible, write two sentences.

Rewrite the highlighted sentences using the correct form of can or be able to. If both forms are possible, write two sentences.

Rewrite the highlighted sentences using the correct form of can or be able to. If both forms are possible, write two sentences.

Rewrite the highlighted sentences using the correct form of can or be able to. If both forms are possible, write two sentences.

Rewrite the highlighted sentences using the correct form of can or be able to. If both forms are possible, write two sentences.

Rewrite the highlighted sentences using the correct form of can or be able to. If both forms are possible, write two sentences.

Rewrite the highlighted sentences using the correct form of can or be able to. If both forms are possible, write two sentences.

Read the article once and choose the best title.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Read the article again and choose the sentences T (true) or F (false).

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Question:

Skymark wants passengers to put their luggage away in the lockers themselves.

Read the article again and choose the sentences T (true) or F (false).

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Question:

Passengers on Skymark flights should expect flight attendants to be polite.

Read the article again and choose the sentences T (true) or F (false).

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Question:

Cabin staff on Skymark flights have been told not to listen to customer complaints.

Read the article again and choose the sentences T (true) or F (false).

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Question:

Skymark has been criticized about its new policy.

Read the article again and choose the sentences T (true) or F (false).

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Question:

Skymark is not going to make any changes to the new rules.

Read the article again and choose the sentences T (true) or F (false).

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Question:

Skymark says the airline values customer satisfaction more than safety.

Read the article again and choose the sentences T (true) or F (false).

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Question:

Skymark has a good safety record.

Read the article again and choose the sentences T (true) or F (false).

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Question:

The plane to Okinawa was flying too low.

Read the article again and choose the sentences T (true) or F (false).

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Question:

Skymark is hoping to expand in the future.

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Match the highlighted words in the text to the definitions below.

________________________________________________________________________________________________________________

While airlines have a reputation for providing bad customer service on board, their cabin staff are usually extremely helpful. They greet you as you board, they serve you drinks and snacks your seat, and they are always waiting to say goodbye when you disembark. Most people value the professional but friendly attitude of attendants, but it appears that there is one airline that does not.
In May this year, the Japanese budget airline Skymark introduced a new eight point ‘Service Concept’ on board its aircraft. The guidelines stated among other things that cabin staff would not help passengers stow their luggage into overhead lockers. On top of this, attendants were not requred to use polite language when talking to customers. Passengers were also warned that the airline would not accept any complaints on board. Anyoody found to be holding up a flight would bo asked to leave, so that the plane could take off on time. Dissalisfied passengers were advised to direct their grievances to the National Consumer Affairs Center or other related agencies.
Fortunately for Skymark’s passengers, it seems the airline is not getting away with their new policy. The head of Japan’s Consumer Affairs Agency has made a statement saying that it is improper to tell customers to direct their complaints to a public organization. Moreover, the Tokyo Metropolitan Government has reported Skymark to the airline authorities. Under this pressure, the airline has agreed to revise at least the part of its guidelines regarding customer complaints.

So why whould an airline want to jeoparoize the reputation of its staff like this? According to Skymark, the main explanation is that the crow’s primary task is not to attend to passergers but to act as safety personnel. This concern with safety is understandable when you look at the airline’s recent history. between the star of the year and early May. Skymark is reported to have broken safety rules at least six times, In one incident, a flight to Okinawa. approached the island below the legal. minimum altitude, and in another, an aircraft landed at Ibaraki Airport without permisson.
With a fleet of 29 aircraft, Skymark currently only operates in Japan. However, the airline has a number of Airbus A380s on order. The company has recently applied or rights to fly the new plane? to New York .JFK and london Heathrow airports. With its current safety record and its controversial customer service policy, who knows whether they will be given permission?

Complete the sentences.

Complete the sentences.

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Complete the sentences.

Complete the sentences.

Complete the sentences.

Complete the sentences.

Complete the sentences.

Complete the sentences.

Complete the text with the correct form of the verbs in the list (past simple, past participle, infinitive, or verb + -mg).

Listen and complete the sentences.

You are going to hear a radio programme giving advice about how to complain in a restaurant. Number the advice in the order you hear it.

Listen again and complete the sentences.