Band 9: The line graph below shows the number of complaints received by the complaints department of a single airline over a six-month period in 2009. Summarise the information by selecting and reporting the main features making comparisons where relevant.

The line chart compares the number of complaints made to the airline’s department through three different means: personal delivery, email, and telephone during the first half of 2009.

Overall, the airline received an increasing number of spoken communications from airline passengers, as compared to a declining preference for written ones over the time frame shown.

With regard to the quantity of grievances made in person, it began at over 400 complaints and then this figure surpassed other contact methods to finally reach a peak of nearly 2000 complaints in June, an almost fivefold increase. Likewise, in January, there were 900 objections by telephone, which dipped and fluctuated slightly for the first few months, before hitting the highest point of exactly 1600 two months later.

As can be seen from the table, the customer concerns that were written showed an inverse trend. In January, the number of complaints by letter was the highest, which then remained unchanged for the first three months before dropping gradually to just under 400 by the middle of the year.