# Kiwi air customer complaint - 科目：雅思听力真题（Part 1） - 考频：中频 - 最近考试：2023.6.17/2019.1.12/2018.2.24/2016.2.27/2012.5.12 - 题目数：10 - 来源页：https://www.yaquan.site/paper/d9fbe6eb-da7b-4351-bbe3-62edb131e791（在线机考练习与音频请访问该页面） - 数据更新：2026-10-29 ## 题目原文 00:00:00,640 Kiwi Air. Good morning. You're speaking with Roger. How may I help you? 00:00:05,620 Yes. Hi. My name's Janet. I've just been trying to make a booking on the Internet, and I'm having a problem that I'd like to complain about. 00:00:15,180 So let me just take down your full name. 00:00:18,500 It's Janet Quigley. That's Q-U-I-G-L-E-Y. 00:00:24,940 Thank you. And what's the problem exactly? 00:00:28,140 Well, yes. I'm trying to book myself and three children, so four tickets to fly within New Zealand. We're wanting to fly from Wellington to Christchurch. Not one way, I mean, but return. So it's just a simple booking. 00:00:44,320 Yes. And you've put your dates in, have you? 00:00:47,440 Yes. The dates are... Um, what are we in now? It's September, isn't it? So I'm booking for October. Oh, sorry. I mean November, the tenth till the fifteenth. 00:01:00,960 Right. Let me just get that down on the form. And what time would that be? 00:01:07,700 We'd be leaving at 11:45 in the morning, arriving into Christchurch at 12:30. 00:01:13,020 Mm-hmm. 00:01:14,680 I know that it's cheaper to not make the reservation in person, so to save paying the fee, I've been trying to do it through your homepage. 00:01:22,780 Yes. So what's the problem exactly? 00:01:25,600 Well, every time I put in a number of adults and children traveling, the website automatically alters the rate for one of the children to what you'd pay for an adult. It's very annoying. I'm getting so frustrated with it. And each time I change it back, I've been getting error messages telling me to call you directly. I really can't understand it. 00:01:51,280 Before you hear the rest of the conversation, you have some time to look at questions five to ten. 00:02:01,740 Now listen and answer questions five to ten. 00:02:08,539 All right. Well, yes, there is a reason for why that's happening. It's Kiwi Air policy, I'm afraid, to allow a maximum of two children to travel on child fares with just the one adult accompanying them. 00:02:20,520 So because there's three of them and just me, do you mean I have to pay an adult fare for one of my children? 00:02:26,900 Yes, that's right. 00:02:28,520 But I've flown to Australia before on my own with the children, and we didn't have to pay extra. 00:02:33,840 It's a policy that we've just introduced for domestic air travel. It may be extended later for international travel as well. 00:02:41,620 But an adult fare is for someone over the age of 12. My children are only 11, 8, and 5. It's not fair to charge them for an adult rate. Besides, they actually eat less than an adult, so they wouldn't consume as much food on the plane. I just don't think it's right. 00:02:59,900 Well, I'm sorry, but that's how we charge. We do look after children well on our flights, you know. We give them little packs of games and colored pencils so they have something to do, you know. 00:03:11,600 Well, still, the difference to pay between the fares is a lot of extra money that I hadn't budgeted for. It seems to me that your rules discriminate against a parent traveling on their own with the children and also families with lots of children. And what about school groups? That wouldn't be fair. 00:03:30,980 Well, madam, yes, I can see your point. You're welcome to put your complaint in writing if that's what you'd like to do. 00:03:37,720 Well, I certainly would. I'll be writing a letter to your customer services officer, is it? 00:03:43,520 Uh, just address it to the manager, then it will reach the right person. That's fine. That, that's your right to do that. 00:03:50,780 And how soon do you think they'll get back to me? I must say I really am shocked at this. I'm not happy about it at all. 00:03:59,040 Um, well, at busy times it sometimes takes a month, but it's low season now, so you should expect to receive a response probably inside a week. You need to take down this reference number. I'll just give it to you. It's GBK8422. 00:04:17,519 All right then. I'll put that in the letter. 00:04:20,980 Well, thanks for your help. 00:04:23,560 Thank you for calling Kiwi Air. ## 题目与答案 ### 1. Booking details Name: Janet 1_____ Booking details Name: Janet 1_____ **答案**：Quigley 原文定位：So let me just take down your full name;It's Janet Quigley. That's Q-U-I-G-L-E-Y ### 10. · reply predicted within a week · reference number: 10_____ · reply predicted within a week · reference number: 10_____ **答案**：GBK8422 原文定位：You need to take down this reference number. I'll just give it to you. It's GBK8422 ### 2. Ticket details: one adult and three children Wellington to Christchurch - four 2_____ tickets Ticket details: one adult and three children Wellington to Christchurch - four 2_____ tickets **答案**：return 原文定位：We're wanting to fly from Wellington to Christchurch. Not one way, I mean, but return. So it's just a simple booking ### 3. Flight dates: November 10th - 15th Time: departing at 3_____ a.m. Flight dates: November 10th - 15th Time: departing at 3_____ a.m. **答案**：11:45 原文定位：We'd be leaving at 11:45 in the morning, arriving into Christchurch at 12:30 同义替换：「departing」↔「leaving」 ### 4. Details of the problem · the website changes the rate for one child · the website keeps giving the customer 4_____ message Details of the problem · the website changes the rate for one child · the website keeps giving the customer 4_____ message **答案**：error 原文定位：And each time I change it back, I've been getting error messages telling me to call you directly. I really can't understand it ### 5. Customer informed that Kiwi Air policy: · allows no more than 5_____ child fares per adult (applies to domestic flights only) Customer informed that Kiwi Air policy: · allows no more than 5_____ child fares per adult (applies to domestic flights only) **答案**：two 原文定位：It's Kiwi Air policy, I'm afraid, to allow a maximum of two children to travel on child fares with just the one adult accompanying them 同义替换：「no more than」↔「a maximum of」 ### 6. Customer`s reasons for complaint · none of her children are 6_____ years old or older Customer`s reasons for complaint · none of her children are 6_____ years old or older **答案**：12 原文定位：But an adult fare is for someone over the age of 12. My children are only 11, 8, and 5 ### 7. · child passengers require less 7_____ · child passengers require less 7_____ **答案**：food 原文定位：Besides, they actually eat less than an adult, so they wouldn't consume as much food on the plane. I just don't think it's right ### 8. · the rule is unfair for large families and 8_____ groups · the rule is unfair for large families and 8_____ groups **答案**：school 原文定位：It seems to me that your rules discriminate against a parent traveling on their own with the children and also families with lots of children. And what about school groups? That wouldn't be fair 同义替换：「large families」↔「families with lots of children」 ### 9. Customer invited to send written complaint · letter to go to the 9_____ Customer invited to send written complaint · letter to go to the 9_____ **答案**：manager 原文定位：Uh, just address it to the manager, then it will reach the right person. That's fine. That, that's your right to do that --- 以上内容由鸭圈雅思真题库（www.yaquan.site）提供，收录近期雅思考试真题回忆，支持在线机考模式免费练习。