Northern Airlines’s frequent flyer complaints about redeeming miles for free, discounted, and upgraded travel are summarized below, in 5 categories, from 600 letters received this year

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COMPLAINT Could not get through to customer service to make requests FREQUENCY 125 Seats not available on date requested 270 Had to pay fees to get "free" seats 62 Seats were available but only on flights at odd hours 110 33 Rules kept changing whenever customer called Develop a Pareto chart for the data.