Hello,
Imagine the following situation:
You work at the airport as a Customer Service Representative. You receive this letter of complaint from a customer. Reply to the letter in 150 words. Be courteous, apologise for the inconvenience and explain the procedure.
You can use some of the expressions below:
I apologise for .......
Please, accept my (our) apologies for ........
On behalf of customer service, I would like to .................
The reason why ......................................... is................
potential risk of an explosive device hidden in ..........................
This is part of the security measures in place in our airport.
to ensure the security
in the interest of all passengers
Here is the letter:
January 12, 2009
Dear Sir or Madam,
The other day I brought my 16 year-old daughter to your airport because she was flying to Sri Lanka for the first time by herself. I attempted to park in the drop off area so that I could help her get to the check-in desk with all her luggage.
I was told (in a very rude manner) that I could not stop there, and that I had to move my car immediately. Consequently, I had to leave my daughter there all by herself while I parked the car, and she was almost late for her flight. I would appreciate an explanation.
Sincerely,
Mr. Francois Lecavalier
Does the Boeing 787 have an ugly tail?
13 years ago
Posts
Mutaz
ReplyDeleteDear Ms. Barrington,
I am writing with regard to your letter of complaint dated January 12, 2009
Which was about you and your daughter? You were just about to park in the passenger loading zone.
I apologize for every thing. And I know that the police officer did talk to you rudely and he said you had to move immediately. I am really sorry about that but he was doing his job.
I just want to explain the procedure, actually this zone is called the drop of area and it should be clear of the traffic at all the time. I understand that you had to be with your daughter because it was she’s first trip. But imagine that a would-be attacker with a bomb in this area it will be a huge disaster.
We hope you understand the situation and we hope you except our apologize. Thank you for your letter. And please inform me if you have any other problem with the airport.
Best regards,
Mr. Mutaz
Khalid AL Malki
ReplyDeleteHead of customer service at Doha International Airport
Dear Ms. Barrington.
I am writing with regard to your letter of complaint dated 12 of January 2009.
I read your message and I understood what you wrote. I’m so sorry for that and I hope you accept my apologize.
I would like to give you a small explain. That’s area you were stopped it’s called ((drop up or pick up area)). That’s area only for loaded and unloaded passengers and baggage and if stopped there you would make a congestions. In these area, I know this thing might be difficult for a type of passengers, but this is the rule at most airports around the world. Also if the security personnel didn’t talk with you about this point, the might lose their job.
I hope to again my apologize and I wish you accept it and understand why the security personnel didn’t allowed to you to parking your car on that’s area.
This comment has been removed by the author.
ReplyDeleteDear Ms: Barrington.
ReplyDeleteI am writing with regard to your letter of complaint dated January 12/7/2009.
I understand your problem with the security and I apologize to you for the way the security spoke to you. The area where you wanted to park in it, nobody allowed to park in it.
The area in front of the airport is call drop off area and nobody is allowed to park in it, because this area is near the terminal and there is a high trust of a bomb hidden in the car. Also this is one measure of the security proceed and the securities have to prevent anyone who wants to park in the drop off area. Also the terminals and the drop off area are sensitive area, because this is the most important part in the airport. This area is monitor by the surveillance monitor. Every hour on a day the security patrol the whole airport and the most important places are the terminal and the drop off area.
I hope you understand the security measures in the airport and I apologize again for the inconvenience and for the way the security spoke to you.
I am writing with regard to your letter of complaint in dated 12 of January, 2009. I apologize for the way you were spoken to by our security personnel and I understand the situation and the problem you had.
ReplyDeleteIn fact no one is allowed to park near the terminal because in our airport we follow a crucial security procedure to avoid any potential risk by clearing the pickup area and the drop off area and to make sure no one drives a truck or car containing hidden explosion device.
We hope you accept our apologize and understand our security measures to ensure your safety and passengers safety including your daughter. Thank you for contacting us and we appreciate your letter.
Dear Mr. Barrington,
ReplyDeleteI am writing with regard to your letter of complaint dated January 12.2010. I apologize for the inconvenience, I understand that you did not want to leave your daughter.
I would like to explain the security procedure. The security patrols must be strict and direct with customers because we try to avoid potential incident of an explosive device hidden in a vehicle parked close to the terminal building. Actually we do not allow passengers to park near the terminal. The drop off area and the pick up area must be clear of traffic. Moreover, all people with no exception are not allowed to park, because those areas are very sensitive areas. I can make clear to you that we have taken several steps to avoid any harmful incidents from happening.
I hope you understand the whole procedure and I hope you accept my apologies.
Sincerely
Fatma
Dear Ms. Barrington,
ReplyDeleteI am writing with regard to your letter of complaint dated 12, jun,2009
I apologies for the inconvenience that was caused by our staff. I understand your situation and it is difficult to leave your 16 year old daughter alone at the airport.
For security reasons, no one is allowed to park near the terminal because that area should be kept clear of traffic for the safety of all passengers. Unfortunately, there have been many incidents in some international airport. One of these incident is done by someone whose drive a car containing explosive device and stop this car in the drop off area at the airport. After this, security measures become more tightened than before in order to ensure the secure and safety of travelers.
Accept my apologies again and I hope you understand the procedure.
I apologize for what happened to you and your doughter when she was almost late for her flight and please accept my apologize again for the way you were spoken to by our security personnel and I will show you further steps will be taken regarding this.
ReplyDeleteAs you know the procedure of park in the passenger loading zone it is always unacceptable because we must ensure the security for passengers and that also to avoid the terrorism such as maybe the terrorist will put the bomb in his car and he will park in front of the passenger loading zone and that will threat the passengers life so we always responsible about that and it is a huge responsibility.
Finally, I would say all of that it is for passengers benefit and I hope from you to preshiat that.
Sincerely
Fahad
This comment has been removed by the author.
ReplyDeleteDate: 7/7/2010
ReplyDeleteFatima Abdullah Al-Sharshani
Security employee
Dear Ms. Barrington,
I am writing with regard to your letter of complaint dated 12-1-2009.
I understand that you cannot leave your 16 years old daughter alone. Also, I realized that you wanted to bark in the drop off area to help your daughter carrying her luggage and completing processing procedures from check-in to security. However, we have to apply the rules that were determined by the government for the advantage of people. But, we are not allowed to talk to people in the airport impolitely. Thus, we are very sorry the patrol were not courteous while asking you to park your car in the car parking area.
Drop off and pick up areas must be clear of traffic because the rule decided by the government is that no one is allowed to park close to the terminal. Thus, passengers will move quickly and pass their luggage. Also, the area will not be congested by cars which most people do not like. In addition, it will be convenient for the security personnel to watch people to detect whether they are passengers or not, so that they will decide to allow them to enter the airport or not.
Finally, all these measures are for the benefit of the travellers. Therefore, they will move quickly through processing steps from check-in to security. As a result, they will board the plane on time.
We hope that your daughter do not face any problem at any point in the airport until she arrive Sri Lanka.
We would like to apologize again about the way the security attendent talk to you. Also, we promise you that such behavior will not be repeated.
Sincerely,
Fatima
Abdulla issa
ReplyDeleteDear Mr.
I am writing with regard to your letter of complaint dated January 12, 2009. I apologize for what happened to you and your daughter at the airport and I understand your complaint. I hope you will accept my apologies and I will explain for you the security measure.
First, there are some laws for the security procedure at the airport and everyone must complied with this laws. I know you wanted to stay with your daughter and help them until the end of travel procedures, but where you want to park your car is the place to download the passengers only it's called drop off area and it's not allowed to anyone to leave his car near the airport terminal to maintain public safety and to ensure there is no disruption in traffic because the drop off area must be clear or traffic.
I hope you accept my apologies and I hope to understand the position of a security in order to maintain the integrity of all.
Date: 7/7/2010
ReplyDeleteAisha Mohamed
Manager of customer service office
Dear Ms. Barrington.
I am writing with regard to your letter of complaint dated January 12 .2009. I understand your situation that you have to leave your daughter in front of the terminal building alone until you park your car in the parking area. I apologize for the way you were treated he has to talk with passengers in a good manner.
I would explain the prusecur of security. The security personnel have to be strict with passengers in the drop off and pick up areas. It is very important to keep these areas empty all the time to avoid any hidden bomb which may cause an explosion. In addition, passengers are not allowed to park in these areas to avoid congestion. The security patrols do not have to deal with passengers in a rude way in any time.
I hope you accept our apologize again and I am going to talk with them to avoid this from happening again.
Dear Ms. Barrington,
ReplyDeleteI am writing with regard to your letter of complaint dated January 12, 2009.
I apologize for the rode way t hat you were treated by the security gored. I understand the situation you were in it and the problem you had for being your daughter late.
The reason why the security late you move your car because it is a drop area and it is so sensitive area .
Sincerely
Mr. Saad AL-Rumaihi
This comment has been removed by the author.
ReplyDeleteN.A said...
ReplyDeleteDear Ms. Barrington,
I am writing with regard to your letter of complaint dated January 12\2009.I apologise for the way you were treated by our security personnel.I understand your situation and I would like to provide an explanation.
Our airport follow a special and strict procedure.The area were you parked your car is called the pick up and drop off area and it's a sensitive area and it's access is restricted it must be clear of traffic.This area must be clear of traffic to avoid any hidden bomb which cause an explosion.
I hope that you understand our procedure and I hope that you accept our apologies.
Sincerely,
Noof