The Air Travel Consumer Report, a monthly product of the

The Air Travel Consumer Report, a monthly product of the Department of Transportation’s Office of Aviation Enforcement and Proceedings (OAEP), is designed to assist consumers with information on the quality of services provided by airlines. The report includes a summary of consumer complaints by industry group and by complaint category. A breakdown of 1,303 September 2016 consumer complaints based on industry group is given in the following table:

Industry Group             Number of Consumer Complaints
U.S. Airlines…………………………………………………………………..879
Non-U.S. Airlines…………………………………………………………..386
Travel agents…………………………………………………………………..26
Miscellaneous…………………………………………………………………12
Industry total…………………………………………………………….1,303

a. Construct a Pareto chart for the number of complaints by industry group. What industry group accounts for most of the complaints?

The 1,303 consumer complaints against airlines are summarized by type in the following table:

Complaint Category                           Complaints
Flight problems…………………………………………….432
Oversales……………………………………………………….45
Reservation/ticketing/boarding…………………….147
Fares……………………………………………………………103
Refunds………………………………………………………….96
Baggage……………………………………………………….215
Customer service…………………………………………148
Disability………………………………………………………..61
Advertising…………………………………………………….11
Discrimination…………………………………………………6
Other…………………………………………………………….39
Total…………………………………………………………1,303

b. Construct pie and doughnut charts to display the percentage of complaints by type. What complaint category accounts for most of the complaints?

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