Hello,
Here is a second letter you received from an angry customer. Write a reply in which you provide an apology and an explanation. Write 150 words.
The letter reads:
Dear Sir/Madam,
I am writing to complain about the unkind treatment my grandfather received from your security staff last week. My grandfather is 82 years old, and he is not a threat to national security at his advanced age. Nevertheless, when the metal detector went off, security personnel at your airport did a complete search of his clothing, and even his shoes with a handheld detector.
He was very upset following this search (which found nothing), and said that he was very worried that he would have a heart attack right there in the airport. He also mentioned that the security attendant who did the search was very cold and rude, and did not give him any explanation for why he was being searched.
I do not understand why our elderly citizens have to be embarrassed and upset in this way.
Ms. Janet Barrington
Does the Boeing 787 have an ugly tail?
12 years ago
Posts
Dear: Ms Janet Barrington
ReplyDeleteIam writing with regard to your letter of complaint dated July 8\2010.I understand your problem and Iam very sorry for the transaction which the security made for your grand father.
I will explain for you why the security made this, because in the airport there is a machine and all passenger go through in it. It is call metal detector and it is down off if somebody has matel,for example keys and bottom.While you go through the metal dedector and it is down off, the security already seach you manual.Also there are machines call handheld annd It is a small machine catch by hand, It will down off if you have any kind of metal.This is one measure of the security proceed.
I hope you understand the security measure in the airport and I apologes again for the inconvenience way the security did foy your grand father.
Ali ALkuwari
The manager of Doha International Airport
Dear Ms Barrington,
ReplyDeleteI am writing with regard to your letter of complaint. I apologize for the inconvenience
First of all, I understand your complaint, I would like to explain to you the security procedure actually this is our security system in the airport, the security personnel must do this procedure with all passengers nevertheless their age and about the security employee who deal with your grandfather and did the search, he have to do that but professionally and kindly.hey have to be strict and direct with passengers for security reason. Moreover, we try to avoid potential incident.
I hope that the situation is clear to you, and I hope you understand our situation. Finally, I wish that you accept my apologies.
Sincerely
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ReplyDeleteDear Ms Barrington,
ReplyDeleteiam writing with regard to your letter complaint dated 10 of july 2010. i understand your problem and iam very sorry about that and i hope you allowed me to give you some explanation.
First of all, i apologize about what happened to your grandfhather and i understand he is old man and he is not a threat to our national security but our procedure make from us or our security personnel check all passengers thoroughly and professionally to ensure the security for our passengers and that is our responsibility and it is a huge responsibility and in the end it is for passengers benefits.
finally, i hope you accept my apologize agian and i hope you understant our procedure because it is for you and your grandfather and for all passengers.
Sincerely
I am writing with regard to your letter of complaint dated 22/12/08. I apologize for the way your grandfather treated by our security personnel and I understand the situation and the problem you had.
ReplyDeleteIn fact,in our airport we follow a crucial security procedure and follow complete research for every one with no exception, to ensure the security for our passengers and in fact some terrorists might target innocent children or old people by hiding a bomb inside their luggage so we make sure that no one be a victim and ensure people safety.
we hope you accept our apologize and understand our security measures to ensure your safety and passengers safety including the safety of your grandfather. Thank you fro contacting us and we appreciate your letter.
This comment has been removed by the author.
ReplyDeleteDear Ms. Janet Barrington:
ReplyDeleteI am writing referring to your complaint letter.
First of all, I apologize for the way that your grandfather received form one’s of our security staff. Security personnel have to do thoroughly search for everyone at the airport because this is a part of security measures. The procedure is required to check everyone at the airport by different measures for example: passenger screening, metal detector and even manual body search without any exception.
I hope you understand the procedure now and accept my apologize again.
Regards,
XXX
Dear Ms.Barrington,
ReplyDeleteI am writing in reply to your letter of complaint dated 22/12/08.I understand your situation and I apologise for the way your grandfather was treated by the security personnel.
I would like to explain our security measures. Security personnel have to check any passenger thoroughly for safety reasons.when the metal detectors alarm goes off that is mean there is any hidden item or metal device. They have to check him by the handheld detectors to detect why the alarm goes off. About the attendant he is not suppose to do that with your grandfather he should not to speak with him in a rude why and he should give him an explanation.
I hope that you accept our apologies and you understand our procedure.
Sincerely,
Dear Ms. Janet Barrington,
ReplyDeleteI am writing with regard to your letter of complaint dated 08/07/2010. I apologize for what happened to your grandfather and I understood your complaint. I hope you will accept my apologies and I will explain to you the security procedure.
First of all, I know that these measures are difficult for an elderly man, but this is one of the duties of a security at the airport to maintain the safety of all passengers and these procedures apply to everyone regardless of age of the person. Such as what you know we must respect the elderly, but there are laws and procedures to all without any difference.
I hope you accept my apologies and I hope your understand the position of a security procedure in order to maintain the safety to all passengers.
Sincerely,
Abdulla Issa
Dear Ms. Barrington,
ReplyDeleteI am writing with reference to your letter of complaint dated 22-12-2008. I understand that your grandfather is old and he was completely searched by the security personnel after the metal detector alarm went off when he walked through it. I apologize for the way he was treated by the security personnel.
I would like to explain our security measures in the metal detector checkpoint. Every passenger has to walk through the metal detector to check that the passenger is not carrying any suspicious item and the carry-on baggage goes through the x-ray machine. When the metal detector alarm goes off the security personnel have to check the passenger thoroughly by using the handheld detector to locate the cause of the alarm.
I hope you understand our security measures and accept our apologies. I am going to take further steps with the employee who was in the metal detector checkpoint because of the way he talked with your grandfather and treated him like this without explanation.
Sincerely,
Aisha
This comment has been removed by the author.
ReplyDeleteJuly, 17, 2010
ReplyDeleteFatima Abdullah
Security attendant
Dear Mr. Barrington,
I am writing with respect to your letter of complaint dated July, 8, 2010.
First of all, I apologize on behalf of security personnel about the security attendant that was rude and cold with your 82 years old grandfather while searching him. Also, I agree that the security staff have to explain for your grandfather about the security procedure calmly, so he will cooperate with them. Moreover, I understand that your father will have heart attack if he feel angry.
Although the security attendant treated your grandfather rudely, he did his job completely. Because the alarm went off many times when your grandfather stepped through the metal detector, the security personnel ask him to sit on the chair and remove his shoes to search him by the handheld detector. Also, he might be asked to remove any metal object he have while searching his clothes by the security staff manually, so that the alarm will turn off. In addition, security personnel apply such security measure because they were decided by the government to protect passengers, airport, and aircraft from any kind of crime.
Finally, I hope you a convenient security procedure another time. Also, I promise that there will be courteous and calm security staff instead of rude and cold staff. Furthermore, I am sorry again about the security attendant that spoke to your grandfather impolitely.
Sincerely,
Fatima
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