Ⅱ.语言知识及运用(共两节, 满分45分)
第一节 完形填空 (共15小题；每小题2分，满分30分)
Some years ago, Houston airport faced a troubling customer-relations issue. Passengers were making a huge number of 16 about the long waits at baggage claim (行李提取处). In response, the airport managers 17 the number of baggage handlers. The plan worked: the average wait fell to eight minutes. But the complaints 18 despite the apparent success.
19 , the managers undertook a more careful, on-site analysis. They found that it took passengers a minute to walk from their 20 gates to baggage claim and seven more minutes to get their bags. Roughly 88 percent of their time, in other words, was spent standing around 21 waiting for their bags.
So the airport decided on a new approach: instead of reducing wait time, it 22 the arrival gates farther away from baggage claim area. Passengers now had to 23 six times longer to get their bags. Complaints dropped to near zero.
