CBCisawell-knownaircompanywhichhasovertwentyplanesfly...

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問題詳情：

CBC is a well-known air company which has over twenty planes flying along 12 fixed lines all over the world. Its service is very good but some passengers are still not satisfied with it and that is why in 2007 and 2008 the company received letters of complaints from consumers or passengers who pointed out over a dozen kinds of problems which are divided in groups in the following table. Those about passengers’ things that are carried by the plane are baggage problems. Customers service refers to service work with passengers are not satisfied with. Oversales of seats are about the fact that more seats are sold and as a result the plane is too crowded to be safe. Refund problems appear when passengers fail to receive the money that should be paid back to them because of what they have lost. Fares are problems about the price of tickets.

Consumer Complaints Received by the CBC

Category	2007	2008
Flight problems	20%	22.1%
Baggage	18.3%	21.8%
Customer service	3.1%	11.3%
Oversales of seats	10.5%	11.8%
Refund problem	10.1%	8.1%
Fares	6.4%	6.0%
Reservation & Ticketing	5.8%	5.6%
Tours	3.3%	2.3%
Smoking	3.2%	2.9%
Advertising	1.2%	1.01%
Credit	1.0%	0.8%
Special passengers	0.9%	0.9%
Others	6.0%	5.3%
Total Number of complaints	3,001	2,000