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  3. There are many reasons for the sorry state of commercial aviation in America. But I come to you as a technology columnist to tel

There are many reasons for the sorry state of commercial aviation in America. But I come to you as a technology columnist to tel

admin2022-01-20  87
问题     There are many reasons for the sorry state of commercial aviation in America. But I come to you as a technology columnist to tell you that technology, too, has failed you. People in Silicon Valley pride themselves on their capacity to upend entrenched industries. Uber defeated taxi cartels. Airbnb made getting a room cheaper and more accessible. Streaming services are undoing the cable business. Yet the airline industry has not just stubbornly resisted innovation to improve customer service—in many ways, technology has only fueled the industry’ s race to the bottom.
    "The airline industry has been on a steady downward trajectory when it comes to customer service for nearly 40 years." said Henry H. Harteveldt He noted that American carriers were improving on some metrics—on-time service is up, baggage loss is down and prices keep getting better. And what keeps deteriorating are comfort and quality of service for low-end passengers, he added.
    Airlines keep tacking on separate fees for amenities we used to consider part of the flight. And customers keep going along with it. "Consumers have shown that they’re willing to put up with an awful lot, including lack of amenities, mediocre or worse customer service and more to save money," Harteveldt said. "And the airline industry has evolved to meet that desire for cheap fares." Part of the problem is how we buy tickets today. The whole system is mercilessly transactional. Customer service—that is, how the airline treats you—isn’ t often part of the transaction. As a result, airlines have little incentive to reform themselves.
    Can technology improve how airlines work? Some people have ideas for how that may happen. One of them is obvious and sensible: customer reviews. Last year Trip Advisor began rating airlines. Its new rankings, released this week, show that overall, airlines get an average rating of 3.7 out of 5 from customers. That is small potatoes, though. A bigger disruption would come from altering how we pay for airfares. In the same way that Netflix changed the DVD business by charging a monthly fee, some consultants argue that a membership fee could radically improve flying. Your only technological hope for better service is your smartphone camera and the viral push of social networks.
According to Henry H. Harteveldt,________has been improved in American airline industry.
选项 A、ticket price
B、customer service
C、comfort level
D、security check
答案A
解析 细节题。根据题干关键词定位到文章第二段第二句He noted that American carriers were improving on some metrics-on-time service is up，baggage loss is down and prices keep getting better该句意为“他指出，美国航空公司在某些指标上有所改进——准点率提高，行李遗失率降低，价格持续降低”，故A项“票价有所改善”正确。B项与该段第一句“近40年来，航空业在客户服务质量方面持续下降”相悖。C项与该段最后一句“低端乘客的舒适程度和获得的服务质量在不断恶化”意思相悖。D项“安检”在文中未提及。故本题选A。
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