CBC is a famous air company which has over twenty planes carrying passengers and goods, flying along 12 fixed lines all over the world．Its ser- vice is very good but some passengers are still not satisfied with it and that is why in 1995 and 1997 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. This division is called Category. Problems that appear when the plane is flying are Flight problems. Those about passengers’ things carried by the plane are Bag- gage problems. Customer service refers to service work which passengers are not satisfied with. The company provides, Refund 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 paid (back) to them because of what they have lost. Fares are problems about the price of tickets. Reservations (定金) are problems that appear when passengers could not get the tickets they have already booked．Tours are problems about the passengers’ traveling by air or hotel problem. Advertising is what the passengers think about advertisement on the plane. Credit problems are about the use of credit cards.

CONSUMER COMPLAINTS

RECEIVED BY THE CBC

 category　　　　    1996    1997

　　 (percent)  (percent)

Flight problems……………………20.2 %  22.1%

Baggage………………………………18.3 %  21.8%

Customer service……………………13.1%   11.3%

Oversales of seats…………………10.5%  11.8%

Refund problems……………………10.1%  8.1%

Fares……………………………………6.4%  6.0%

Reservations and ticketing ………5.8 %  5.6 %

Tours……………………………………3.3%  2.3%

Smoking…………………………………3.2 %  2.9 %

Advertising……………………………1.2%  1.1%

Credit……………………………………1.0%  0.8%

Special passengers……………………0.9 %  0.9 %

Other……………………………………6.2%  5.3%

Total Number of Complaints in 1996 is 13278.

1.  About how many complaints concerning about Credit were received by the CBC in 1996?________.

A．133

B．240

C．230

D．1328

2. By about what percent did the Refund problems decrease from 1996 to 1997?________.

A．8.1%

B．2%

C．20%

D．25%

3. Which of the following statements of sayings can be inferred (推断) from the table?

a．In 1996 and in 1997, complaints about Flight problems, Baggage, Fares and Reservations and ticketing together took more than 50% of all consumer complaints received by the CBC Company.

b．The number of special passenger complaints was unchanged from 1996 to 1997.

c．From 1996 to 1997 the number of Flight problem complaints increased by more than 2%.

A．a only

B．b only

C．a and b only

D．a and c only

 

　　 CBC is a famous air company which has over twenty planes carrying passengers and goods, flying along 12 fixed lines all over the world．Its ser- vice is very good but some passengers are still not satisfied with it and that is why in 1995 and 1997 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. This division is called Category. Problems that appear when the plane is flying are Flight problems. Those about passengers’ things carried by the plane are Bag- gage problems. Customer service refers to service work which passengers are not satisfied with. The company provides, Refund 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 paid (back) to them because of what they have lost. Fares are problems about the price of tickets. Reservations (定金) are problems that appear when passengers could not get the tickets they have already booked．Tours are problems about the passengers’ traveling by air or hotel problem. Advertising is what the passengers think about advertisement on the plane. Credit problems are about the use of credit cards.

CONSUMER COMPLAINTS

RECEIVED BY THE CBC

 category　　　　    1996    1997

　　 (percent)  (percent)

Flight problems……………………20.2 %  22.1%

Baggage………………………………18.3 %  21.8%

Customer service……………………13.1%   11.3%

Oversales of seats…………………10.5%  11.8%

Refund problems……………………10.1%  8.1%

Fares……………………………………6.4%  6.0%

Reservations and ticketing ………5.8 %  5.6 %

Tours……………………………………3.3%  2.3%

Smoking…………………………………3.2 %  2.9 %

Advertising……………………………1.2%  1.1%

Credit……………………………………1.0%  0.8%

Special passengers……………………0.9 %  0.9 %

Other……………………………………6.2%  5.3%

Total Number of Complaints in 1996 is 13278.

1.  About how many complaints concerning about Credit were received by the CBC in 1996?________.

A．133

B．240

C．230

D．1328

2. By about what percent did the Refund problems decrease from 1996 to 1997?________.

A．8.1%

B．2%

C．20%

D．25%

3. Which of the following statements of sayings can be inferred (推断) from the table?

a．In 1996 and in 1997, complaints about Flight problems, Baggage, Fares and Reservations and ticketing together took more than 50% of all consumer complaints received by the CBC Company.

b．The number of special passenger complaints was unchanged from 1996 to 1997.

c．From 1996 to 1997 the number of Flight problem complaints increased by more than 2%.

A．a only

B．b only

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