2nd Years Review

Complete the rest of this sentence.

The plan worked:

Match the following vocabulary words.

• 不滿、 苦情

• Analyze

• 経営幹部

• Relation

• 関係、関連

• Complaint

• ~を分析する

• Executive

• 手荷物

• Baggage

Match the following vocabulary words.

• 取り組み方、 手法

• Define

• 実際の

• Length

• へを定義する

• Approach

• 心理 （状態） ; 心理学

• Actual

• 長さ

• Psychology

Where is Houston?

• California, USA

• Texas, USA

• Alaska, USA

• Florida, USA

• New York, USA

Fill in the blank:

That is, roughly _________ of passenger time was spent just standing around, waiting for their baggage.

Fill in the blank: _______ are provided to give people something to occupy their time, so that the waiting feels shorter.

Why were passengers at the Houston airport complaining?

• They had to wait too long for their baggage.

• The airport was too crowded.

• Security checks were too strict.

• Their flights were delayed.

What did the airport executives do first to solve the problem?

• They closed the baggage claim area

• They built a new terminal

• They moved the arrival gates

• They added more baggage handlers

What was the result of adding more baggage handlers?

• Complaints stopped immediately

• Average waiting time dropped to eight minutes

• Passengers walked longer distances

• Waiting time increased

How long did it take passengers to walk from the gate to the baggage claim?

• Five minutes

• One minute

• Seven minutes

• Eight minutes