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. Over a dozen kinds of problems 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. Over sales （超額銷售） 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%

Over sales 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

3001

2000

1.The underlined word “it” in Paragraph 1 refers to _______.

A. the place B. the fixed line C. the complaint D. the service

2.Which graph shows a white part that is about flight problems and baggage problems in 2007 together?

A. B. C. D.

3.How many complaints about credit were received by the CBC in 2008?

A. 18 B. 16 C. 30 D. 31

4.From the passage we can know that ________.

A. Customers are quite satisfied with CBC

B. Sometimes CBC sells more tickets than its plane’s fixed seats

C. CBC has more than twenty planes which fly to all the capital cities of the world

D. Customers can only buy tickets with ready money.

5.This passage is a/an _________.

A. advertisement B. newspaper report C. story D. science diary

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