Question

Atlantic Northern Airlines (ANA) has an unhappy customer. Ms. Linda Anderson flew from
Washington, D.C., to Los Angeles. The flight stopped briefly at Denver International
Airport, 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 probably were thrown away since the cleaning
crew had come in with big bags and tossed everything in them. Ms. Anderson tried to
locate the glasses through the airline’s lost-and-found service, but she failed.
She wrote a strong letter to the airline demanding reimbursement for the loss. She felt
that 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. The airline does not know who is returning. What’s more, flight attendants are
instructed to announce that the plane is continuing to another city and that passengers
who are returning should take their belongings. During the brief stops, cabin cleaning
crews speed through the planes removing newspapers, magazines, leftover foods, and
trash. Airlines feel no responsibility for personal items left in the cabins.

Your Task. As Manager of the Customer Relations Department of Atlantic Northern
Airlines, you must deny the customer’s claim but retain her goodwill using techniques
learned in Chapter 9. The airline never refunds cash, but it might consider travel vouchers
for the value of the glasses. Remember that apologies cost nothing. Write a claim denial
to Ms. Linda Anderson, 534 Cadillac Avenue, Venice, CA 90034

The Claim Denial needs to have a buffer, reasons why we cannot refund for the glasses (do not use the word policy), the implied refusal, and a positive closing

Answer 1

Linda Anderson

534 Cadillac Avenue

Venice, CA 90034

Dear Linda,

This is in reference to the your claim of $ 400 prescription reading glasses which was found missing when you got down for some time at Denver International Airport. It is reported by you that you have kept the glasses at your seat and could not find it while returning. We are deeply apologetic because of the inconvenience caused to you during your journey and to make up we actually connected with all our respective departments to enquire about your glasses but unfortunately there ewas no success. As per our sources we have been informed that the cleaning staff while cleaning could have taken your glasses and disposed them which is quite a probability, actually they are not aware which passenger have departed or will be boarding the flight and that is the reason the incident happened. Regarding the claim, our organization possess a no refund policy if an item of a passenger is lost in the flight as we consider that it is the passenger's duty to look after their belongings but as we value customers like you we are ready to offer travel vouchers in order to compensate for your loss.

I hope I have been able to respond to your claim, feel free to reach out to me for further queries regarding the issue. A positive reply from your side will be highly obliged.

Sincerely

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