Question

This assignment requires you to write a business letter based on the concepts of negative messages discussed in the lesson.

Scenario:
You are the manager of the customer relations department at Western Pacific Airlines. On Monday, December 12, 2016, passenger Lucy Tomlinson flew from Atlanta to Seattle. The flight stopped briefly at Chicago O’Hare, where she got off the plane for half an hour. When she returned to her seat, her $400 prescription reading glasses were gone. She asked the flight attendant where the glasses were, and the attendant said they were probably thrown away since the cleaning crew had come in with big bags and tossed everything in them.

Ms. Tomlinson tried to locate the glasses through the airline’s lost and found service but she failed. She then wrote a strong letter to the airline demanding reimbursement for the glasses because she felt it was obvious that she was returning to her seat. The airline, however, knows that an overwhelming number of passengers arriving at hubs switch planes for their connecting flights and does not know who is returning to what planes. Additionally, flight attendants usually announce when a plane is continuing to another city and that passengers who are returning should take their belongings with them. Cabin-cleaning crews speed through planes removing newspapers, magazines, leftover food, and trash before new passengers board. Airlines feel no responsibility for personal items left on planes. The airline never refunds cash, but it might consider travel vouchers for the value of the glasses.

Instructions:
Write a thorough letter to Ms. Tomlinson denying her claim for reimbursement for her glasses. Retain goodwill between her and the airline using the techniques discussed in class. Consider if an apology is appropriate. Think about what Ms. Tomlinson’s emotional response will be, anticipate any questions she may ask, explain to her why your decision is fair, consider whether or not to include reasons, decide whether or not to use a direct pattern or indirect pattern, decide whether or not to directly state the refusal or to imply it, consider presenting alternatives, end with a positive and forward-looking closing.

Format the letter based on the guidelines discussed in the lesson or refer to Appendix A of your textbook. The letter should include the following guidelines:

Include a page header with your company name, address, and phone number

The address to your office is 1357 W. Ninth Avenue, New York, NY 86135

Your phone number is 514-516-8950

Send the letter to Ms. Lucy Tomlinson

Her address is 543 N. Goodway Boulevard, Bolton, MA 01740

Include the date

Include the inside address (who it is addressed to)

Include a salutation

Include an appropriate subject line

Include a complimentary closing

Include your printed name and title

Use all of the correct spacing between each component

Use correct spelling and grammar

Answer 1

Ans:

Date: December 14,2016

Lucy Tomlinson,

543 N. Goodway Boulevard,

Bolton, MA 01740.

Dear Ms. Lucy Tomlinson,

How are you, Hope you are doing great. Iam, Manager writing on the behalf of Western Pacific Airlines. Firstly, We would like you to thank you for selecting our airlines to fly with us.

We received your letter written to our Western pacific airlines of complaint concerning the loss of your precious reading glasses costs $400. It is our Pleasure to attend our customers in the best possible way.

The purpose of the letter is to claim the compensation for the loss of your reading glasses. Unfortunately, we are very sorry to mention that refunding the cash not possible as per the rules and policy of Western pacific airlines. Although we understand the customer needs, we regret on refunding the cash.

As you stated in letter that you left your seat half an hour between the flights in Chicago O’Hare. We are not very sure what had happened to your reading glasses. Since cleaning staff will not have much time to clean between flights they perform cleaning in hurry.

As we can't get your precious reading glasses, We can compensate on your loss and for the inconvenience caused by our airlines. We are providing a Enclosed travel voucher worth $400 with this letter which you can use in payments for flying tickets of our Western Pacific Airline.

We are once again very sorry for the inconvenience caused. Please contact us for any further information if needed.

Best Regards,

manager of customer relations department,

Western Pacific Airlines