TOEIC 聽力 Part 3 — 題目

段落

Woman: Thank you for calling SkyHigh Airlines, this is Sarah. How may I assist you?
Man: Hello Sarah, my name is John Smith, and I just arrived on flight SH456 from London. I believe there's been a mix-up with my luggage.
Woman: Oh, I'm very sorry to hear that, Mr. Smith. Could you describe the issue?
Man: Well, I collected my suitcase from the baggage claim, but when I got to my hotel, I realized it wasn't mine. It looks very similar, but the tag is different, and the contents are not what I packed.
Woman: I see. So you're saying you might have accidentally swapped bags with someone else at the carousel?
Man: It seems like it. The airline tag on the bag I have doesn't match my claim ticket. My actual bag is a dark blue hard-shell case, about 28 inches.
Woman: Okay, Mr. Smith. I've located your booking. We'll initiate a tracing process for your correct luggage immediately. Can you confirm the tag number on the bag you currently have?
Man: Yes, it's SH-LUG-7890. I hope my belongings are safe.
Woman: We'll do our utmost to retrieve your bag swiftly. In the meantime, we can arrange for essential items to be provided if needed. Would you like to proceed with the lost luggage claim form now?

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題目

What is the airline agent going to initiate?

選項

  1. A. A refund for the flight
  2. B. An investigation into the baggage handler
  3. C. A process to trace the correct luggage ✓
  4. D. Compensation for the hassle

正確答案

C. A process to trace the correct luggage

解析

📖 文章翻譯 — 顧客說：「您好莎拉，我叫約翰·史密斯，我剛抵達搭乘從倫敦飛來的 SH456 班機。我想我的行李出了差錯。」服務人員說：「喔，我很遺憾聽到這個消息，史密斯先生。您能描述一下問題嗎？」顧客說：「嗯，我從行李轉盤領了我的行李箱，但當我抵達飯店時，我發現那不是我的。它看起來很像，但標籤不同，裡面的東西也不是我打包的。」服務人員說：「我明白了。所以您是說您可能在行李轉盤處不小心和別人交換了行李？」
📝 答案解析 — 正確答案是「A process to trace the correct luggage」。顧客說明行李被調包，服務人員表示 understand（我明白了），並詢問他是否說他在行李轉盤處不小心交換了行李。這暗示了服務人員將會啟動尋回正確行李的程序。關鍵在於服務人員理解狀況後，會採取相應的處理步驟。
💡 應試技巧 — 當對話中出現「問題描述」和「確認問題」的環節時，預期接下來的對話將會是「解決方案的啟動」，仔細聆聽服務人員接下來的行動。
📊 錯誤選項分析 —
A) A refund for the flight — 顧客抱怨的是行李問題，並未提及航班本身有任何狀況需要退款。
B) An investigation into the baggage handler — 雖然可能是原因，但對話中並未直接提及要調查行李處理員，重點在於找回顧客的行李。
D) Compensation for the hassle — 儘管行李錯誤造成了麻煩，但對話的當下，航空公司首要的步驟是解決問題本身，而非立即提供賠償。

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