complaintn.B1
投诉
make a complaint · a formal complaint
I wrote a letter of complaint to the travel company.
我向旅行社写了一封投诉信。
学完能做到
- 读懂旅行行程和条款通知
- 听懂旅行投诉对话中的关键信息（Section 1）
- 写一封正式的旅行投诉信，清晰叙述问题和诉求
- 在口语中描述不满意的旅行经历并展开讨论
词汇 core 14 · expansion 18 · chunks 6
核心词 core
complainv.B1
抱怨，投诉
complain about something · complain to someone
Several guests complained about the noise.
几位客人抱怨噪音问题。
delayn./v.B2
延误
a long delay · be delayed by
The flight was delayed by over four hours.
航班延误了四个多小时。
cancellationn.B2
取消
flight cancellation · cancellation fee
We were not informed about the cancellation until the day before.
直到前一天我们才被告知取消。
bookingn.B1
预订
make a booking · booking confirmation
I made the booking online three months ago.
我三个月前在网上预订的。
reservationn.B1
预订（尤指酒店、餐厅）
hotel reservation · hold a reservation
When we arrived, the hotel had no record of our reservation.
我们到达时，酒店没有我们的预订记录。
itineraryn.B2
行程表
travel itinerary · detailed itinerary
The itinerary promised daily tours, but only two were delivered.
行程表承诺每天有游览，但只提供了两次。
accommodationn.B1
住宿
find accommodation · accommodation is provided
The accommodation was not as described in the brochure.
住宿条件与宣传册描述不符。
unsuitableadj.B2
不合适的
unsuitable for children · totally unsuitable
The room was dirty and completely unsuitable.
房间很脏，完全不合适。
dissatisfiedadj.B2
不满意的
dissatisfied with the service · a dissatisfied customer
I am extremely dissatisfied with the way my complaint was handled.
我对投诉的处理方式极为不满。
refundn./v.B2
退款
full refund · ask for a refund
I believe I am entitled to a full refund.
我认为我有权获得全额退款。
compensationn.B2
赔偿，补偿
claim compensation · financial compensation
We received compensation for the delay.
我们因延误获得了赔偿。
inconveniencen./v.B2
不便，造成不便
cause inconvenience · apologise for the inconvenience
The error caused us considerable inconvenience.
这个错误给我们造成了很大的不便。
investigatev.B2
调查
investigate a complaint · thoroughly investigate
The company promised to investigate the matter.
公司承诺会调查此事。
扩展词库 expansion
departuren.B1
出发
departure time · departure gate
arrivaln.B1
到达
arrival hall · arrival time
overbookv.B2
超额预订
overbook a flight · overbooked hotel
luggagen.B1
行李
hand luggage · lost luggage
baggagen.B1
行李
baggage allowance · excess baggage
misplacedadj.B1
放错地方的
misplaced luggage · misplaced document
unsatisfactoryadj.B2
不能令人满意的
unsatisfactory service · prove unsatisfactory
supervisorn.B1
主管
speak to the supervisor · shift supervisor
promptlyadv.B2
迅速地
respond promptly · deal with promptly
escalatev.B2
升级（投诉等）
escalate the issue · escalate to management
alternativen./adj.B1
替代品，替代的
a suitable alternative · alternative arrangement
disruptionn.B2
中断，扰乱
travel disruption · cause disruption
complaint proceduren.B2
投诉程序
follow the complaint procedure
resolutionn.B2
解决
seek a resolution · satisfactory resolution
refundableadj.B2
可退款的
fully refundable · non-refundable
non-refundableadj.B2
不可退款的
non-refundable deposit
rebookv.B2
重新预订
rebook a flight
miscommunicationn.B2
沟通失误
a result of miscommunication
词块 / 生存短语 chunks
make a complaint投诉
I wish to make a complaint about the service I received.
我想就我所接受的服务进行投诉。
be entitled to有权获得
Passengers are entitled to compensation for long delays.
乘客有权因长时间延误获得赔偿。
fall short of expectations未达到期望
The hotel fell short of our expectations in several areas.
这家酒店在多个方面未达到我们的期望。
take action采取行动
We urge the company to take immediate action.
我们敦促该公司立即采取行动。
under investigation调查中
The matter is currently under investigation.
此事正在调查中。
formal apology正式道歉
I expect a formal apology from the management.
我希望管理层能正式道歉。
语法 语言升级点
Time sequencing connectivesB2
按时间顺序叙述事件，使叙述逻辑清晰
subsequently + 句子, prior to + 名词/动词-ing, after + 名词/句子, before + 名词/句子
在投诉信中按顺序描述问题经过，使用这些连接词能帮助对方清楚理解事件顺序。例如：『Prior to departure, we had confirmed the booking. Subsequently, we were informed that the hotel was overbooked.』
例句
We were told the room was unavailable; subsequently, we were offered a much smaller one.
我们被告知房间不可用；随后被安排了一间小得多的房间。
Prior to booking, I had checked that all excursions were included.
在预订之前，我确认过所有短途游都包含在内。
常见错误
✗ We arrived, subsequently the hotel had no booking. → ✓ We arrived; subsequently, we discovered the hotel had no booking.
subsequently 不直接连接两个独立句子，需用分号或句号，且后面句子需逻辑合理。
↑ 提分：再高一档可增加复杂时间结构，如：『Having confirmed the booking in writing, we were surprised to find...』（分词完成式表示先后）。
Passive voice for describing problems and actionsB2
被动语态使叙述客观，强调事件本身而非责任人，适合正式投诉
be + 过去分词 (+ by ...)
正式投诉信中，被动语态常用于描述发生的问题，如『the booking was not found』，或说明采取的行动，如『no alternative was offered』。它使语气更专业。
例句
Our luggage was misplaced and only returned after two days.
我们的行李被放错了地方，两天后才被送回。
We were promised a full refund, but it has not been processed yet.
我们被承诺获得全额退款，但尚未处理。
常见错误
✗ The hotel was not cleaned proper. → ✓ The hotel was not cleaned properly.
被动语态中的过去分词和副词搭配，properly 修饰 cleaned。
↑ 提分：再高一档可用被动不定式：『The problem needs to be resolved urgently』，或结合完成被动：『It should have been handled better.』
阅读 Reading itinerary / terms
Extracts from Holiday Terms and Conditions
TERMS AND CONDITIONS — EXTRACTS
Changes to Bookings: The company reserves the right to make minor changes to the itinerary without prior notice. If a significant change is necessary, we will inform you as soon as possible and offer a suitable alternative or a full refund.
Accommodation: All accommodation is selected based on the description in the brochure. If the accommodation is unavailable, a replacement of equal standard will be provided.
Flight Delays: In the event of a flight delay of more than three hours, you will be provided with meals and refreshments. For delays over six hours, you may claim compensation in line with EU regulations.
Luggage: The company is not responsible for loss or damage to luggage unless caused by our negligence. Please ensure you have adequate travel insurance.
Complaints: Any complaint must be made in writing within 28 days of your return. We aim to investigate and respond within 14 days of receipt.
minor轻微的prior notice事先通知EU regulations欧盟规定
TFNG1.The company can make small changes to the itinerary without telling the customer beforehand.
✅ TRUE — 原文：reserves the right to make minor changes ... without prior notice。
TFNG2.If accommodation is changed, the replacement will always be better than the original.
✅ FALSE — 原文为 of equal standard，并不是更好。
MCQ3.When can passengers claim compensation for a flight delay?
- A after three hours
- B after six hours
- C only if the delay is overnight
✅ B — For delays over six hours, you may claim compensation。
gap_fill4.Complaints must be submitted in writing within ___ days after the holiday.
✅ 28 — within 28 days of your return。
gap_fill5.The company aims to respond to complaints within ___ days.
✅ 14 — within 14 days of receipt。
💡 技巧：阅读条款时，注意情态动词（may/can/must）和条件句。使用扫读定位关键词如 compensation, complaint，再细读相关句子。
听力 Listening Section 1 · US
情景：一位客人打电话给旅行社，投诉旅行中遇到的问题（Section 1 对话）
Agent
Good afternoon, Sunshine Travel. How can I help you?
Customer
Hi, I've just come back from one of your holidays and I want to complain about a few things.
Agent
I'm sorry to hear that. Could you give me your booking reference, please?
Customer
Yes, it's ST7890.
Agent
Thank you. What was the problem?
Customer
Well, the hotel room was really dirty and totally unsuitable. The air conditioning didn't work, and the bed linen wasn't changed all week.
Agent
That's certainly not acceptable. Did you report it to the local representative?
Customer
I tried, but they were never available. Also, the excursions we paid for were cancelled without notice, and we haven't got a refund yet.
Agent
I understand your frustration. I will escalate this to our customer relations team. Could you send us a written summary of the issues?
Customer
Yes, I'll email it today. I'd like a full refund for the excursions and some compensation for the poor accommodation.
Agent
Of course. We'll look into it and get back to you within 10 business days.
gap_fill1.The customer's booking reference is ___.
✅ ST7890 — 明确提到 it's ST7890。
gap_fill2.The customer says the bed linen was not ___ all week.
✅ changed — wasn't changed all week。
MCQ3.What was cancelled without notice?
- A the hotel reservation
- B the excursions
- C the flight
✅ B — the excursions we paid for were cancelled without notice。
MCQ4.What does the customer want for the poor accommodation?
- A a full refund
- B compensation
- C a new hotel
✅ B — I'd like ... some compensation for the poor accommodation.
gap_fill5.The agent says they will reply within ___ business days.
✅ 10 — get back to you within 10 business days。
💡 技巧：Section 1 对话信息密集，注意说话人的请求和承诺。提前读题预测缺失信息类型（数字、专有名词、单词），听时注意同义替换（如 get back to you = reply）。
写作 Writing Task 1 (letter)（formal） · 目标 170 词
You recently booked a package holiday and were disappointed with the experience. Write a letter to the travel company to complain. In your letter: explain the problems you encountered, describe how they affected your holiday, and say what you would like the company to do.
Dear Sir or Madam,
I am writing to formally complain about a package holiday (booking reference: ST7890) I recently took with your company. The experience fell far short of my expectations, and I wish to bring several issues to your attention.
Firstly, the accommodation was completely unsuitable. The room was dirty upon arrival, the air conditioning did not work, and the bed linen was not changed during our stay. Furthermore, two of the excursions included in the itinerary were cancelled without prior notice, and we have not yet received the refund we were promised.
These problems caused us considerable inconvenience and stress. Instead of enjoying our holiday, we wasted valuable time trying to sort out these issues. The lack of cleanliness also affected our health.
I trust that you will take this matter seriously. I would therefore request a full refund for the cancelled excursions and appropriate compensation for the poor accommodation. I look forward to your response within 14 days, as per your terms.
Yours faithfully,
James Wilson
逐句标注
词汇“The experience fell far short of my expectations”使用本课chunk『fall short of expectations』，词汇恰当。
语法“was completely unsuitable”被动语态客观描述问题。
语法“the excursions included in the itinerary were cancelled without prior notice”被动语态 + prior to（这里用prior notice体现时间关系），复杂结构准确。
词汇“caused us considerable inconvenience”『inconvenience』为B2话题词，搭配程度副词considerable。
TA/CC“The room was dirty upon arrival, ... not changed during our stay.”按顺序列举问题，使用时间状语 upon arrival, during our stay。
🎯 本档语言特征：四段结构清晰：开头说明目的，中间两段分别描述问题和影响，结尾提出要求；使用了被动语态、时间顺序连接词和本课目标词汇；语气正式得体，符合GT Task 1 正式信要求。整体约175词。
↑ 再上一档：再往上一档（7+）：可加入更高级的情态表达（I must insist upon.../I trust you will...），使用名词化表达使语气更客观（a failure in service provision），并适当使用更丰富的句法如非限定性定语从句。
口语 Speaking
Part 1
Q: Do you like travelling?
Yes, absolutely. I think travelling broadens your mind and lets you experience different cultures. Although I don't go abroad as often as I'd like, I try to make the most of my holidays by exploring new places.
💡 先明确表态，接着解释原因，用although引导让步状语从句，展示B2语法。
Q: What kind of accommodation do you prefer when you travel?
It really depends on the type of trip. For a relaxing beach holiday, I prefer a comfortable hotel with good facilities. But if I'm exploring a city, I might choose a simple guesthouse because it's usually cheaper and closer to the centre.
💡 使用It depends on分类讨论，再具体说明不同情境下的偏好，展示词汇如facilities, guesthouse。
Part 2 · 提示卡
Describe a trip that was disappointing. You should say: where you went, what went wrong, how you felt about it, and explain what you did about the situation.
I'd like to talk about a holiday I took last year to a seaside resort that I'd been looking forward to for months. The destination was a small town in Greece, and I had booked a package that included flights, accommodation and some local tours. Unfortunately, almost everything went wrong from the start. The flight was delayed by five hours, and when we finally arrived, the hotel had no record of our reservation. They eventually found us a room, but it was extremely basic, dirty, and the air conditioning was broken. To make matters worse, the tours included in the package were cancelled without explanation, and we spent hours each day just trying to speak to the representative, who was never available. I felt frustrated and stressed the entire time. Instead of relaxing, I was constantly dealing with problems. When I returned, I wrote a formal letter of complaint to the travel company, detailing all the issues. They eventually apologised and gave me a partial refund, but the experience really ruined my holiday.
💡 四点要求全部涵盖；使用过去时和过去完成时叙述，时间顺序词（from the start, when, eventually, when I returned），被动和描述性词汇丰富；并给出了处理措施，展现解决问题能力。
Part 3
Q: Why do you think some companies fail to deal with complaints effectively?
I think there are a few reasons. Sometimes staff aren't properly trained, so they don't know how to handle difficult situations. In other cases, companies might be short-staffed, and complaints simply pile up. Another factor could be that they don't take complaints seriously, viewing them as isolated incidents rather than a sign of deeper problems. To improve this, companies need to invest in customer service training and have clear complaint procedures in place.
💡 使用列举法给出多个原因，并用不定式表目的（To improve this），range of connectors (In other cases, Another factor)。
Q: Do you believe that customers are well protected when they travel?
To some extent, yes. Many countries have regulations that protect travellers, like EU compensation rules for flight delays. However, protection is not always consistent globally, and the process of claiming compensation can be complicated and slow. Online reviews have given customers more power, as companies are afraid of bad publicity. Overall, I'd say things have improved, but there's definitely still room for stronger enforcement.
💡 用辩证观点（To some extent, yes... However...）展示批判思维；词汇如 regulations, enforcement, bad publicity 体现话题深度。
高频短语
fell far short of expectations — 用来描述严重不符合预期（旅行体验）
to make matters worse — 使情况更糟糕（连接负面事件）
a complete let-down — 令人大失所望的东西/经历（非正式口语）
应试策略
GT Task 1 投诉信核心是「清晰说明问题 + 礼貌提出要求」。开头直述写信目的，中间段落按问题类型分别描述，使用时间顺序词和被动语态增强逻辑和客观性；结尾明确要求对方采取的行动。注意正式信格式：称呼和署名正确。
本档提分建议
从6.5到7.5：①词汇上多使用话题特有搭配（如 poor customer service, inadequate facilities）而非一般性词；②句式上增加非限定性从句、名词化表达（the failure to provide...）；③信中体现一定的人际技巧，如表达遗憾但坚定的态度，而非简单指责。