compensationn.C1
赔偿、补偿
seek compensation · financial compensation
The airline offered compensation for the delayed flight.
航空公司为航班延误提供了赔偿。
学完能做到
- 读懂旅游服务条款文本，抓取关键责任条款
- 听懂客服投诉对话，捕捉具体问题与诉求
- 写一封正式程度高的投诉信，清晰陈述问题、损失与索赔要求
- 在口语中就旅行纠纷进行有理有据的申诉与协商
词汇 core 14 · expansion 18 · chunks 8
核心词 core
entitledadj.C1
有权利的、有资格的
be entitled to · legally entitled
Passengers are entitled to a full refund if the service was not provided as promised.
如果服务未按承诺提供，乘客有权获得全额退款。
inconveniencen.B2+
不便、麻烦
cause inconvenience · apologise for the inconvenience
We regret any inconvenience caused by the cancellation.
我们对取消造成的不便深感抱歉。
reimbursementn.C1
报销、偿还
claim reimbursement · full reimbursement
I would like to request reimbursement for the additional hotel costs.
我想请求报销额外的酒店费用。
negligencen.C1
疏忽、过失
due to negligence · gross negligence
The incident occurred due to clear negligence on the part of the staff.
该事件因工作人员明显疏忽而发生。
resolvev.B2
解决
resolve the issue · resolve a complaint
I hope you can resolve this matter promptly.
我希望您能迅速解决此事。
dissatisfactionn.C1
不满意
express dissatisfaction · deep dissatisfaction
I wish to express my deep dissatisfaction with the service provided.
我想对所提供的服务表达深切不满。
substandardadj.C1
不合格的、低于标准的
substandard accommodation · substandard service
The accommodation was substandard and not as described.
住宿条件不合格，与描述不符。
unacceptableadj.B2
不可接受的
completely unacceptable · an unacceptable situation
The delay was completely unacceptable.
延误是完全不可接受的。
overbookingn.C1
超额预订
due to overbooking · overbooking policies
Overbooking is a common practice in the airline industry.
超额预订是航空业的常见做法。
itineraryn.B2
行程、路线
travel itinerary · a detailed itinerary
My itinerary was completely disrupted.
我的行程被完全打乱了。
disruptionn.C1
中断、扰乱
cause disruption · significant disruption
The strike caused widespread disruption at the airport.
罢工导致机场大范围中断。
downgradev.C1
降级
downgrade a booking · downgrade to economy
I was downgraded from business class to economy without any explanation.
我在没有任何解释的情况下从商务舱降级到经济舱。
claimn.B2
索赔、要求
make a claim · a compensation claim
I intend to make a claim for the expenses I incurred.
我打算就所产生的费用提出索赔。
扩展词库 expansion
regrettableadj.C1
令人遗憾的
a regrettable incident
refundableadj.B2+
可退款的
non-refundable deposit
misrepresentationn.C1
虚假描述、不实陈述
misrepresentation of facts
breachn.C1
违反、违背
breach of contract
redressn.C1
补救、纠正
seek redress
arbitrationn.C1
仲裁
go to arbitration
jurisdictionn.C1
管辖权、管辖区域
under the jurisdiction of
liabilityn.C1
法律责任、债务
accept liability
courtesyn.B2
礼貌、好意
as a courtesy
vouchern.B2
优惠券、代金券
travel voucher
distressedadj.C1
痛苦的、忧虑的
feel distressed
disgruntledadj.C1
不满的、不高兴的
a disgruntled customer
exasperatingadj.C1
令人恼怒的
an exasperating experience
negligibleadj.C1
微不足道的、可忽略的
a negligible amount
oversightn.C1
疏忽、失察
due to an oversight
escalatev.C1
升级、逐步扩大
escalate the complaint
remonstratev.C1
抗议、申诉
remonstrate with someone
ex gratiaadj./adv.C1
出于善意的、作为恩惠的
an ex gratia payment
词块 / 生存短语 chunks
in writing以书面形式
Please confirm the agreement in writing.
请以书面形式确认协议。
fall short of未达到、不符合
The service fell short of our expectations.
服务未达到我们的期望。
take up the matter with向…提出此事
I will take up the matter with the manager.
我会向经理提出此事。
in accordance with根据、按照
The compensation was paid in accordance with EU regulations.
赔偿是根据欧盟规定支付的。
thoroughly dissatisfied彻底不满
I am thoroughly dissatisfied with the way my complaint was handled.
我对投诉的处理方式彻底不满。
by no means绝不
This is by no means the first time such an incident has occurred.
这绝不是此类事件第一次发生。
at the very least至少、最起码
At the very least, I expect a formal apology.
最起码，我期望一个正式道歉。
the matter in hand手头的事情、正在处理的事情
Let us focus on the matter in hand.
让我们专注于手头的事情。
语法 语言升级点
Nominalisation for formal complaintsC1
使投诉信语言更正式、客观，增强说服力
将动词转为名词，如 fail → failure, serve → service, expect → expectation
在正式投诉中，使用名词化可以更清晰地陈述问题，例如：'Your failure to provide... caused inconvenience.' 而不是 'You failed to provide... and this inconvenienced us.'
例句
The non-delivery of our luggage on arrival caused significant distress.
抵达时行李未送达造成了极大的困扰。
We regret the inaccuracy of the information provided, which led to a missed connection.
我们对提供的信息不准确感到遗憾，这导致了错过衔接航班。
常见错误
✗ Because you did not provide the service, we were inconvenience. → ✓ Due to your failure to provide the service, we experienced inconvenience.
名词化结构更正式，避免口语化'because you...'。
↑ 提分：适当使用名词化可以提升语域，但不要过度，保持可读性。
Passive voice for objectivityC1
用于强调事件本身而非责任人，使投诉更客观、不情绪化
be + 过去分词
在正式投诉中，被动语态可以避免直接指责，使信件更专业。例如：'The booking was not honoured.' 而不是 'You did not honour the booking.'
例句
We were informed that our reservation had been cancelled without notice.
我们被告知预订已在无通知的情况下取消。
Compensation is expected to be paid in accordance with the terms.
预计会按照条款支付赔偿。
常见错误
✗ The compensation should pay to us. → ✓ Compensation should be paid to us.
被动语态需要用be+过去分词，pay的过去分词是paid。
↑ 提分：结合名词化和被动语态，可以让句子更精炼，但确保责任人清晰时仍可用主动。
阅读 Reading terms
Terms and Conditions: Flight Delays and Cancellations
In the event of a flight delay exceeding three hours, passengers are entitled to claim compensation in accordance with EU Regulation 261/2004. The amount of compensation is determined by the distance of the flight and may range from €250 to €600 per passenger. However, this entitlement does not apply if the delay is caused by extraordinary circumstances, which include but are not limited to severe weather, security risks, or air traffic control decisions. In such cases, the airline is only obliged to provide meals and accommodation as appropriate. Compensation claims must be submitted in writing within 28 days of the scheduled departure date. Failure to meet this deadline may result in the claim being rejected. Passengers who accept vouchers or other benefits at the airport may waive their right to further compensation.
extraordinary circumstances特殊情况/不可抗力waive放弃deadline截止日期
TFNG1.Passengers always receive compensation for delays over three hours.
✅ FALSE — 文中说明在特殊情况（extraordinary circumstances）下不适用。
gap_fill2.Compensation claims must be filed within ___ days of the scheduled departure.
✅ 28 — 原文：within 28 days of the scheduled departure date。
MCQ3.If a passenger accepts an airline voucher, what happens?
- A They receive additional compensation.
- B They may lose the right to further compensation.
- C They are guaranteed a full refund.
✅ B — 最后一句：may waive their right to further compensation。
MCQ4.How much compensation is a passenger entitled to for a 5-hour delay on a 2000 km flight?
- A €250
- B €400
- C It depends on the specific circumstances.
✅ C — 补偿金额根据距离决定，但未给出具体2000km的金额；且需排除特殊情况。
💡 技巧：阅读条款类文本时，注意区分绝对表述和条件限制，如'always'、'only if'等词。Gap fill题注意数字和专有名词。
听力 Listening Section 1 · US
情景：乘客致电航空公司客服投诉行李丢失与航班延误（Section 1）
Agent
Thank you for calling FlyHigh. How can I assist?
Caller
I'm calling to make a complaint. My flight from London to New York was delayed by 12 hours, and when I finally arrived, my luggage was missing.
Agent
I'm sorry to hear that. Can I have your booking reference?
Caller
It's FH8932.
Agent
Right, I see the delay was due to a technical issue. You're entitled to compensation of $400 under our policy. As for the luggage, we need to file a missing baggage report.
Caller
I already filed one at the airport, but haven't heard anything in two days. I had important business materials in that case.
Agent
I understand your frustration. I'll escalate this and guarantee a callback within 24 hours. Could you provide a contact number?
Caller
Sure, it's 555-0183.
gap_fill1.The flight delay was ___ hours.
✅ 12 / twelve — Caller: delayed by 12 hours。
gap_fill2.Booking reference: ___
✅ FH8932 — Caller: It's FH8932。
gap_fill3.Compensation offered: $___
✅ 400 — Agent: entitled to compensation of $400。
gap_fill4.Caller's contact number: ___
✅ 555-0183 — Caller: it's 555-0183。
MCQ5.What is the agent's next step regarding the luggage?
- A refund the passenger
- B escalate and promise a callback within 24 hours
- C search the plane
✅ B — Agent: I'll escalate this and guarantee a callback within 24 hours。
💡 技巧：Section 1 主要获取事实信息，如数字、编号等。注意同义转换，如'missing luggage'可能替换为'lost baggage'。
写作 Writing Task 1 (letter)（formal） · 目标 180 词
You recently returned from a holiday where you experienced a serious problem with the accommodation. Write a letter to the travel company. In your letter: describe the problem, explain what you did to try to resolve it, and state what you expect the company to do.
Dear Sir or Madam,
I am writing to express my profound dissatisfaction with the accommodation provided during my recent holiday booked through your company, reference FTX-7843. Despite the brochure promising a “luxurious beachfront villa”, the reality fell dramatically short.
The property was not only poorly maintained but also located over a mile from the beach, with no transport provided. The air conditioning was out of order for the entire stay, and the swimming pool was closed due to what staff described as “technical issues”. Furthermore, the villa was infested with insects, rendering several rooms unusable.
Upon arrival, I immediately contacted your local representative, who assured me that the problems would be rectified within 24 hours. Regrettably, nothing was done, and my subsequent calls went unanswered. I also emailed photographic evidence to your customer service department but have yet to receive a response.
This experience was completely unacceptable and caused significant distress and inconvenience. I believe I am entitled to a full refund of the accommodation costs, totaling £1,200, and compensation for the disruption to my holiday. I would appreciate your prompt handling of this matter. I look forward to your reply within 14 days.
Yours faithfully,
A. Spencer
逐句标注
词汇“express my profound dissatisfaction”正式词汇，强烈表达不满
词汇“fell dramatically short”高级搭配，替代'not good'
语法“was not only poorly maintained but also located”复杂并列结构，展示句式多样性
语法“rendering several rooms unusable”现在分词作结果状语，精炼
衔接“Regrettably, nothing was done”副词开头，自然衔接；被动语态客观
任务“I believe I am entitled to a full refund”清晰表达诉求，符合任务要求
🎯 本档语言特征：信件结构完整，正式语气恰当，名词化与被动语态使用得当，词汇丰富且精准，流畅连接。
↑ 再上一档：可增加一句关于今后此类问题的建议，并确保所有细节与语气一致。
口语 Speaking
Part 1
Q: Have you ever made a complaint about a travel service?
Yes, I have. A couple of years ago, I had a hotel booking that was completely messed up. They had overbooked and tried to put me in a much lower-standard room. I had to be quite firm, but I was polite throughout, and eventually they upgraded me to a suite.
💡 使用过去时叙述具体事例，自然且详细。
Q: How do you usually handle complaints?
I tend to stay calm and approach it methodically. I prefer to put things in writing so I have a record. I state the facts, explain how it affected me, and then clearly say what I would like as a resolution. Getting angry never helps.
💡 使用副词(methodically)、短语(in writing)和名词化(resolution)展示词汇。
Part 2 · 提示卡
Describe a time when you were unhappy with a travel service you received. You should say: when and where it happened, who you went with, what the problem was, and explain how you felt about the situation.
A particularly frustrating experience happened two summers ago on a trip to Greece with my family. We had booked a package holiday through a well-known company, and from the start, things went wrong. Our flight was delayed by six hours, and when we finally landed, the promised transfer coach was nowhere to be found. After waiting for over an hour, we had to take a taxi at our own expense. But the real problem was the hotel. It was supposedly a four-star resort, but it was rundown and dirty. The pool was green and unusable, and our room wasn't even ready when we arrived, so we had to sit in the lobby for another two hours. The whole situation was especially distressing because I was with my elderly parents. What frustrated me most was the staff's complete indifference; they simply shrugged and said it was “peak season.” I felt helpless and angry, and it completely ruined the first few days of our holiday. I did eventually write a letter of complaint and received a partial refund, but it still left a bitter taste.
💡 使用生动的细节和高级词汇(rundown, indifferent, distressed)，并展示反思。
Part 3
Q: Why do some travel companies fail to deliver good service?
I think it often boils down to cutting costs and overstretching resources. For example, they might overbook hotels or flights, hoping some customers will cancel. Also, in some destinations, the standard of local staff training isn't up to scratch. And because many customers don't bother to complain formally, companies feel they can get away with poor service.
💡 使用因果论证和地道表达(boil down to, get away with)。
Q: How can the travel industry improve its complaint handling?
First of all, they need to be more transparent and responsive. When a problem arises, there should be a clear, accessible point of contact. Rather than automated responses, what customers truly appreciate is a human touch and a genuine effort to put things right. Implementing a standardised compensation scheme would also build trust and encourage people to book with confidence.
💡 使用建议结构(first of all)、对比(rather than)和名词化(transparent)。
高频短语
to fall short of expectations — 未达到期望
to leave a bitter taste — 留下不快的回味
to get away with something — 做坏事而无后果
应试策略
写作注意正式信件的格式和语气，口语部分用具体例子展示词汇和语法。
本档提分建议
7.5档：写作需精准用词与正式结构；口语需流利且详细，能展开复杂讨论。