The biggest problem, according to the report, is class delays, which rose to a record 20 percent in 2009. One in four classes last year were cancelled, delayed, or diverted to another centre, affecting hundreds of customers. And not only are there more delays, they are lasting longer — an average of 2 days or more. Worse yet, customers are often fed false information. At least 20 percent of the qualifications listed on the advertisement boards are incorrect.
The industry has made progress in some areas, like helping customers pay the charges conviniently. But other problems, like returning the fee, ... [Full Article]
Originally Posted on Rayan's Blog.
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