The line graph illustrates the amount of complaints towards an airline through its complaints department, seperated by the methods reached, during the first half of 2009.
Overall, while more customers contact the department face-to-face and by a phone, less people are accessing it them via email and fax. Furthermore, the number of complaints received in person showed the most significant growth and was the majority in the final month.
Regarding on-site interactions, just over 400 complaints were perceived this way, but there was a highly significant increase over the period. The number more than quadrupled its initial figure and made up around 1900 complaints in June. Similarly, the telephone’s rate also climb, though slightly more moderate and inconsistently, rising from about 900 in January to exactly 1600 in June.
In comparison, emails and faxes complaints started out at nearly 800 before slowly declining by approximately 100 in March. However, the March-May fall was more substantial, reducing to just under 400 complaints, where the figure levelled off until June.