Complaint To The Airport - IELTS Listening Answers & Explanations
From IELTS Recent Actual Test 3 Academic Listening Test 5 · Part 1 · Questions 1–10
Audio
Questions
Questions 1–3 Form Completion
Complete the notes below.
Write ONE WORD AND/OR A NUMBER for each answer.
COMPLAINT TO THE AIRPORT
| Example
Name: |
Answer
Jack Dawson |
| Address: | 1 Road, Exeter |
| Postcode: | 2 |
| Telephone: | work: 3
home: 798662 |
Questions 4–6 Multiple Choice (One Answer)
Choose the correct letter, A, B or C.
Questions 7–10 Sentence Completion
Complete the sentences below.
Write NO MORE THAN TWO WORDS for each answer.
- The man felt satisfied with 7 because it was quick.
- During the flight, 8 facilities helped him distract from other poor quality of the service.
- As a gift, a 20% discount on the 9 fees will be offered.
- The flight company also offers the man a 10 worth £20.
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q1 | 33 Hillcrest | JACK: It's 33 Hillcrest Road. That's H-I-double-L-C-R-E-S-T | Excerpt/Transcript Explanation: The transcript shows Jack giving his specific location by providing his house number (33) and the name of his street (Hillcrest). Answer Explanation: The answer is the house number and the street name of Jack's home address. Reason For Correctness: The correct answer is extracted from the part of the conversation where the operator asks Jack for his address. Jack responds by saying his address is 33 Hillcrest Road. Since the word Road is already written in the notes, we only need the house number (33) and the name (Hillcrest) to complete the information. |
| Q2 | AL698GQ | It's AL698GQ | Excerpt/Transcript Explanation: The transcript shows Jack giving his specific postal code to the operator after she asks for it. Answer Explanation: The answer is the postal code for Jack Dawson's address in Exeter. Reason For Correctness: The correct answer is identified when the operator asks Jack for the postcode of his residence, and he responds with this specific code. |
| Q3 | 754688 | JACK: Yes. The number at my office is 754688 | Excerpt/Transcript Explanation: The transcript shows Jack giving his office phone number, which is 754688, after the operator asks for a telephone number. Answer Explanation: The answer is the telephone number for the place where Jack works. Reason For Correctness: The correct answer is 754688 because Jack explicitly identifies this as his office number. In this context, 'office' is a synonym for 'work'. |
| Q4 | C | Unfortunately I was disappointed to find that the air conditioning on the plane was broken, so I spent the entire flight in discomfort as it was too hot and the air was stuffy | Excerpt/Transcript Explanation: The transcript shows that the man's main problem was the broken air conditioning, which caused the temperature to be too high for him to feel comfortable. Answer Explanation: The answer means that the man was unhappy with how hot the air was inside the plane. Reason For Correctness: The correct answer is temperature because Jack specifically mentions that the flight was uncomfortable because the air conditioning was not working. He uses words like 'too hot' and 'stuffy' (meaning there is not enough fresh air) to describe why he was disappointed. Although he mentions 'legroom' and arriving 'punctually' (on time), he talks about these as things he usually does to be comfortable, not as problems he had on this specific flight. |
| Q5 | A | However I was still very hungry afterwards as it was a very small portion and more of a snack | Excerpt/Transcript Explanation: The transcript explains that the man was still hungry because the amount of food served was very small. Answer Explanation: The answer means that the man did not get enough food to stop being hungry. Reason For Correctness: The correct answer is A because Jack says he was still very hungry after he ate. He felt the food was a very small size, almost like a snack instead of a real meal. He actually liked the taste and thought the price was low, so the other choices are incorrect. Important words are 'hungry' and 'small portion'. |
| Q6 | B | The staff were very helpful, but each time I pressed the button to request service it took a long time for a staff member to arrive | Excerpt/Transcript Explanation: The transcript shows that Jack liked the quality of the staff, but he was unhappy about the speed of their service because it took a 'long time' for them to respond to his requests. Answer Explanation: The answer is that Jack had to wait a long time when he needed help from the workers on the plane. Reason For Correctness: The correct answer is B because Jack mentions that while the staff members were kind and helpful, they took a long time to reach him when he needed something. This corresponds to the choice 'long wait.' He believed this happened because there were not enough staff members to help everyone quickly, which made him feel frustrated. |
| Q7 | security | The process of moving through security was very quick and helped to make my travel experience stress-free | Excerpt/Transcript Explanation: The transcript shows that Jack was pleased with how fast the security check was because it made his trip easy and calm. Answer Explanation: The answer "security" refers to the area in the airport where passengers and their bags are checked to make sure they are safe before they get on the plane. Reason For Correctness: The correct answer is "security" because Jack explains that this specific part of his trip was "very quick." Because it did not take much time, he felt "stress-free," which means he was happy or satisfied with the process. |
| Q8 | entertainment | Luckily the entertainment facilities were very good so I was able to distract myself by watching movies | Excerpt/Transcript Explanation: The transcript shows that even though Jack had problems with his seat, the good movies on the plane kept him busy and happy. Answer Explanation: The answer "entertainment" refers to things like movies or television shows that passengers can watch to stay busy and happy during a flight. Reason For Correctness: The correct answer is "entertainment" because Jack explains that his seat was broken and uncomfortable, making it impossible to sleep. However, he felt better because the movies and other systems for fun on the plane were high quality. These "entertainment facilities" allowed him to occupy his mind and ignore the bad parts of the trip. |
| Q9 | hotel | we would like to offer you some gifts as a goodwill gesture, with a 20% discount on the cost of your hotel stay | Excerpt/Transcript Explanation: The transcript shows the airline operator telling the customer that they want to give him a lower price for his hotel as a nice gift. Answer Explanation: The answer refers to the place where a person pays to stay while traveling, such as during a vacation. Reason For Correctness: The correct answer is "hotel" because the flight worker wants to apologize for the bad flight. She offers Jack a "gift" to make him feel better. This gift is a "20% discount" (meaning a cheaper price) on the money he pays for his "hotel stay." |
| Q10 | phone card | so please accept a phone card, which has a credit of £20 | Excerpt/Transcript Explanation: The transcript shows the worker giving Jack a card for phone calls that has £20 of money on it. Answer Explanation: The answer "phone card" refers to a special card used to pay for making telephone calls. Reason For Correctness: The correct answer is "phone card" because the operator offers this as a gift to Jack to help him contact his family. The transcript mentions that this specific card has a value, or "credit," of £20, which matches the description in the question. |
Transcript
OPERATOR: Hello, you have reached the complaints department. How can I help you?
JACK: Yes, hello there. I am phoning to make a complaint regarding a flight that I took with you recently.
OPERATOR: OK. There are some details I will need to take from you first. May I have your name please?
JACK: Jack Dawson. That's D-A-W-S-O-N.
OPERATOR: And your address?
JACK: It's 33 Hillcrest Road. That's H-I-double-L-C-R-E-S-T.
OPERATOR: 33 Hillcrest Road. Is that in Exeter?
JACK: Yes.
OPERATOR: And what is the postcode of the residence?
JACK: It's AL698GQ.
OPERATOR: Thank you. Do you have a telephone number?
JACK: Yes. The number at my office is 754688.
OPERATOR: That's good, and may I just take a home phone number for you in case of emergencies?
JACK: No problem. It's 798662.
OPERATOR: Are they both local numbers?
JACK: Yes.
OPERATOR: OK great, thank you for your patience. Now what is the nature of your complaint?
JACK: I'm phoning to complain about a flight I took recently. I always take certain measures to ensure that I will be comfortable. For example, I always pay the additional cost for extra legroom and I always arrive punctually for the flight to make sure that I am seated beneath an air conditioner. Unfortunately I was disappointed to find that the air conditioning on the plane was broken, so I spent the entire flight in discomfort as it was too hot and the air was stuffy.
OPERATOR: I see. I do apologise for this fault with the air conditioning. Now while I have you on the phone, would you mind answering a short questionnaire regarding your recent flight?
JACK: Sure.
OPERATOR: OK, let's get started. What did you think of the food that was served to you during the flight?
JACK: I thought that it was inexpensive and quite delicious. However I was still very hungry afterwards as it was a very small portion and more of a snack. Providing a snack for lunch is not reasonable.
OPERATOR: OK, I have noted that down. What was your opinion of the quality of service that you received from our staff on-board?
JACK: The staff were very helpful, but each time I pressed the button to request service it took a long time for a staff member to arrive. I found this frustrating as there just weren't enough staff on-board the flight to be able to serve all of the customers.
OPERATOR: OK, that's great. Thank you very much for answering those questions. Are there any other parts of your travel experience that you would like to comment on?
JACK: Yep. The process of moving through security was very quick and helped to make my travel experience stress-free.
OPERATOR: Okay. Do you have any extra comments on the services you received during the flight?
JACK: Yes, I thought that the seats were very uncomfortable and looked very old. They were also in need of repair as the reclined feature on my chair was broken so I could not go to sleep for the whole flight. Luckily the entertainment facilities were very good so I was able to distract myself by watching movies.
OPERATOR: Thank you so much for taking the time to answer all of my questions, we would like to offer you some gifts as a goodwill gesture, with a 20% discount on the cost of your hotel stay. We also appreciate that international calls to your home country can be expensive and we are sure that you would like to keep your family updated on your travels, so please accept a phone card, which has a credit of £20.
JACK: Oh that's really great. Thank you so much for the gifts!
OPERATOR: No problem, we look forward to having you travel with us again soon! Have a fantastic vacation.
JACK: Thanks! Bye!