Read the background given.

Western Airport, in the British Midlands, is operated by the Western Airport Authority (WAA). In the last five years the number of passengers it handles has greatly increased. Many airlines now use the airport for long-haul flights to North America and the Far East.

Unfortunately the growth in business has brought problems. A recent survey showed that passengers had many complaints about the terminal. Several airlines have threatened to route their aircraft through other airports unless WAA take action to improve the situation.

WAA must decide how to deal with the complaints and consider what action should be taken. Changes should not require great expenditure as WAA have cash flow problems at present.

2. Now read passengers’ complaints.

Complaints about the terminal

1. The terminal is hot and noisy. Queues at check-in are long, and delays are common.

2. Some of the gates are a long way from the Departure Area. ‘We walked miles to get to our plane.’

3. After disembarking, passengers couldn’t find the luggage collection hall. ‘We wandered around for ages.’

4. The baggage conveyor system often breaks down. ‘When this happens, the staff just look worried and shout into their mobile phones.’

5. The ground staff don’t know enough about the terminal. ‘They can’t answer a simple question like, ‘Where’s the BA check-in?’.’

6. Some passengers say the security officers are too strict. Because they are so thorough, flights are sometimes delayed. Also, when they search passengers and luggage the scanning equipment does not work properly. ‘One officer thought the Christmas pudding in my hand luggage was a bomb!’

Complaints about the restaurant and bars

The restaurant and bars are run by Airfare, a food company which has a five-year contract with the airport. They are used by four types of customers: business people, tourists, airport employees, and groups (sports teams, clubs, associations, etc.). Complaints made by customers were as follows:

1. ‘The restaurant menu is unimaginative. The main dishes are either steak, ham or chicken. Surely the airport can do better?’

2. Airport staff, who use the restaurant frequently, say the meals are too expensive.

3. Smoking areas are not large enough, and there is no clear division from non-smoking areas.

4. Passengers can’t relax because they don’t know when they have to board their planes.

5. There is nowhere for passengers to put their hand luggage. ‘I was afraid someone would steal it, so I couldn’t enjoy my drink.’

6. The bar staff look unhappy and overworked. Some are rude to passengers. ‘Bar staff seem to expect a tip after serving every drink.’

Дата добавления: 2015-08-27