10 A (1)

1. Premium service in the different shops

In the perfume shop, you can buy perfumes to order. In the cosmetics store, you can get advice from
a famous makeup artist… For example, in the clothing shop, you can get advice from a personal
stylist... In the grocery store, you can use the services of a nutritionist.

2. Premium service in the bank.

Banks offer customers to buy special cards that have many benefits. One such benefit is free ATM
withdrawals around the world.

3. Premium service in the airline.

Airlines can provide a variety of exclusive services. For example, employees of these companies can
conduct tours between flights for an additional fee. Another unusual service can be a birthday party
on the plane.

4. Premium service in the restaurant.

In the restaurants, you can order food with gold dust. You can also visit the culinary show of the
famous chef.

5. Premium service in the hotel.

The hotel can provide you with many exclusive services. One such service is a jacuzzi of expensive
alcohol or unique aromatherapy.

6. Premium service in the online store

An online retailer can provide you with personal advice. A special person turns on the video chat
with you and talks about the products. The assistant also helps you find an alternative if necessary.

7. Premium internet service.

The internet provider will be the first to serve you if you have purchased a special certificate.

10 А (2)

I can name such types of businesses like beauty salons and sports complexes. These business
organizations provide a lot of different premium services... I don't use such services because I don't
want to overpay.

10 А (3)

I would consider paying more to become a premium customer if I were to make a lot of money. I
would also pay more for premium service if it was a necessity.

Extra (D)

1. - ( going)

2. +

3. +

4. - ( to visit)
5. +

6. +

7. - (damaging)

8. - (to deliver)

9. + (we can use ‘to’ or ‘-ing’)

10. + (also we can use ‘complaining’)

11. - (to lock)

12. - (to have)

9В

We apologize for having problems with our customer service. We are sorry that this happened. We
understand that this is our fault because we had to inform you about the increased fee. We value
you as much as any customer, so we will pay you compensation and provide you with free roaming
for the next month. Sorry for the inconvenience. We will improve the system.

10 A

For example, a customer can complain to a banking institution because he is not given funds on time

10 B

Complaint to the airline.

I bought a ticket for the flight for myself and my boyfriend on the route Kyiv-Barcelona-Madrid-
Toledo. Time of departure from Kyiv: January 21, 2022, at 20:00.

Upon check-in for the flight, we were informed about the cancellation of the booked flight and
offered an alternative flight. But it was expensive and the flight was to take place the next day. And
we were informed about the cancellation of the flight only on the day of departure, which led to
inconvenience, excitement, and a bad mood. We felt sad and annoyed.

According to the legislation of Ukraine, we have the right to compensation. So I demand that the
company apologize and pay compensation. If this is not done, I will go to court.

I hope that I will never have to communicate with this company again. It was an unpleasant
experience.