The actual complaint is that they failed to deliver the purchased service 3 times in 2 months AND on at least one occassion failed to get their customer to their destination on the same date. I think the complaint is fairly clear.
Reducing things to percentages doesn't always help in high volume services. If 1.2% of planes crashed for example, we would ground the entire airline as unsafe. 1.2% sounds low, but is a very high number of flights being cancelled.
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