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Unformatted text preview: airline because only one percent of passengers who traveled on Avia last year filed a complaint about Avia’s procedures. This argument is problematic in two important respects. First, the argument turns on the assumption that the 99 percent of Avia passengers who did not complain were happy with the airline’s baggage handling procedures. However, the author provides no evidence to support this assumption. The fact that, on the average, 9 out of 1000 passengers took the time and effort to formally complain indicates nothing about the experiences or attitudes of the remaining 991. It is possible that many passengers were displeased but too busy to formally complain, while others had no opinion at all. Lacking more complete information about passengers’ attitudes, we cannot assume that the great majority of passengers who did not complain were happy. Secondly, in the absence of information about the number of passengers per flight and about the complaint records of competing airlines, the statistics presented in the memorandum might distort the seriousness of the problem. Given that most modern aircraft carry as many as 300 to 500 passengers, it is possible that Avia received as many as 4 or 5 complaints per flight. Th...
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- Spring '09