Read the newspaper extracts and tick (/) the problems that are mentioned.

1 dealing with air rage / poorly behaved passengers

2 long queues
3 poor in-flight food
4 extra charges
5 staff shortages
6 uncomfortable seating

Budget airline told to be
more transparent
When does a £20 ticket to Ibiza
not cost £20? When you book it
through CheapSky Airlines. Air
travellers are complaining about
the hidden costs of booking
with CheapSky: from credit card
charges to baggage charges to
check-in charges. Hidden costs like
these make the advertised price of
£20 more like £75 per ticket.
MORE SEATS, LESS ROOM
If you're over 1.5 metres
tall, don't book a seat with
CheapSky Airlines. Yesterday,
the budget airline announced
they were putting more
seats into their planes in
order to lower prices. But a
quick calculation shows that
they have cut legroom and
passenger comfort again.
Mind your manners
The Airline Regulator told
CheapSky Airlines that discipline
wasn't good enough on
their planes. Bad mannered
passengers were pushing other
passengers to get to the plane
first and taking all the locker
space, causing complaints that
the aircrew weren't doing enough
to stop the bad behaviour.

2 Read the texts again. Are the statements true (T) or false (F)?

1 CheapSky make customers pay more when they use a credit card. T/F
2 The airline put more seats in the plane and increased the ticket cost. T/F
3 Some people are trying to get on the plane before the other passengers. T/F
4 The in-flight aircrew weren't trying very hard to stop the bad behaviour. T/F

3 ^^^B Alicia, from CSM Customer Service Training, gives a talk to CheapSky Airlines.
Listen and complete the table with the correct percentages.

Passengers disliked ... Budget airline Scheduled airline

uncomfortable seating 23%
too many extras in ticket price 44%
poor in-flight food 12%
bad passenger behaviour 11%
not cheap / too expensive 31%

4 Listen again. Match the problems 1-5 with the suggestions a-e.

1 uncomfortable seating a training to deal with difficult passengers

2 too many extras in ticket price b tell passengers about the low fares they get
3 poor in-flight food c provide a list of charges
4 bad passenger behaviour d provide an alternative menu
5 not cheap enough e inform passengers that the final price depends on their choices

5 Look at the table in Exercise 3 again and identify the two most serious problems
for scheduled airlines.