Tips: Focus on where the speaker needs to go, not where he is calling from.

Why the other options are wrong:

• Downtown Vancouver skyline: The transcript never mentions Vancouver as his final destination. Vancouver is only a connection option.
• Calgary city centre with office towers: Calgary is where he is calling from, not where he is going. He says the flight was out of Calgary.
• Montreal old port waterfront: Montreal is never mentioned in the call. There is no talk about travelling there.

Correct Answer: Severe weather conditions caused disruptions.

Why this is correct: Speaker B clearly says the cancellation was due to heavy snow. Heavy snow is a severe weather condition.

Tips: When asked why, listen for because or due to.

Why the other options are wrong:

• There was a mechanical problem with the plane.: There is no mention of any mechanical problem. The agent talks about weather, not the plane.
• The flight crew was unavailable.: The transcript does not mention missing crew. Only weather is given as the reason.
• Air traffic control delayed departures.: Air traffic control delays are not mentioned. The cause is heavy snow.

Correct Answer: Explain the available rebooking options.

Why this is correct: At the start, the agent says they are rebooking passengers. He then says he will walk through what is available.

Tips: Identify what the agent plans to do next in the conversation.

Why the other options are wrong:

• Confirm the man’s identity for security reasons.: The agent asks for details first, but his main goal is not security. He quickly moves to rebooking.
• Offer compensation for inconvenience.: Compensation is not discussed at the start. The focus is on new flight options.
• Transfer the call to another department.: The agent does not transfer the call. He stays and helps with options.

Correct Answer: He thinks it may be inconvenient and costly.

Why this is correct: The man says Vancouver sounds out of the way. He also asks about an extra charge for the reroute.

Tips: Look for words that show doubt or worry.

Why the other options are wrong:

• He worries his luggage will be lost.: He does not mention luggage at all. His worry is about the route and cost.
• He dislikes flying over long distances.: He does not say he dislikes long flights. He talks about the route being out of the way.
• He is unsure about airport facilities there.: Airport facilities are not discussed. His concern is time and money.

Correct Answer: It involves uncertainty and waiting at the airport.

Why this is correct: The agent says there is no guarantee with standby. He also says the man would need to stay at the airport most of the day.

Tips: Standby usually sounds uncertain, listen for warning words.

Why the other options are wrong:

• It guarantees an earlier arrival.: The agent clearly says there is no guarantee. So it does not promise earlier arrival.
• It is cheaper than rebooking.: The agent does not say standby is cheaper. Cost is not mentioned here.
• It requires approval from a supervisor.: No supervisor approval is mentioned. Only waiting and uncertainty are discussed.

Correct Answer: It offers the best chance of arriving earlier in the day.

Why this is correct: The direct flight leaves tomorrow evening, whereas the morning connection through Vancouver arrives in Toronto mid-afternoon. Comparing those times supports the connection as the better chance of arriving earlier in the day.

Tips: Compare the stated times rather than assuming a route guarantees reliability.

Why the other options are wrong:

• It is the most comfortable option available.: The options are compared by timing rather than comfort.
• It allows the man to earn more reward points.: The discussion gives flight times and fees, not reward points.
• It avoids all weather-related delays.: The connection is described as tight; no guarantee against all weather delays is given.

Correct Answer: A hotel stay and meal credits.

Why this is correct: The agent says he can add a hotel voucher near the airport. He also mentions meal credits.

Tips: When asked about support, listen for extra services.

Why the other options are wrong:

• A cash refund for the cancelled flight.: There is no mention of a cash refund. Only support items are offered.
• Free seat upgrades on all segments.: Seat upgrades are not discussed at any point.
• Ground transportation to downtown Calgary.: Ground transportation is never mentioned. Only hotel and meals are offered.

Correct Answer: Check his email for the new itinerary.

Why this is correct: The agent says the updated itinerary will be sent by email shortly. The man will likely check his email next.

Tips: Think about the logical next action after the call ends.

Why the other options are wrong:

• Call another airline to compare prices.: He already accepted the booking. There is no plan to call another airline.
• Cancel his meeting in Toronto.: He does not cancel the meeting. He tries to arrive before evening.
• Return to the airport immediately.: He is given a hotel voucher, so he will not rush back to the airport.