请用适当的词完成下面这封信，并把所缺单词填写在答题卡指定的位置上。每个空只能填写一  个形式正确、意义相符的单词。
Dear Sir/Madam,
I am writing to tell you about our experience on Train 2315 the other day. It is a train   goes from Winston to Stenberg. 
This train was never late before, but last Thursday it did not get to the station   time and my friends and I had to wait for nearly fifty minutes. The train was supposed to    the station at 9:10 am but it was 10:30 am when it set off in the end. Officials at the station neither said sorry to us  gave us any reason for the delay(延误). On our way to Stenberg it stopped for another thirty minutes and still nobody told     why. 
What’s more,    service on the train was also very poor. The trip took more than five hours. However, we could buy   but some soft drinks on the train. Worst of all, something was    with the air conditioning(空调) and the temperature reached 38℃ before we arrived in Stenberg.
All the    on the train were so angry that they asked me to write this letter to your company. We hope you can give us some explanations and improve your work later.
We are looking forward to   from you.
Yours,
John Armstrong