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
Dear Ms. Barrington
ReplyDeleteI did receive your letter of complaint on the 22nd of December 2008. Firstly I apologize on behalf of the security department at the airport. We are sure that your grandfather is not a threat to the security as you said.
As you know that the security measures apply to all and no one should be upset from these rules which are put for you and all other passengers to stay safe. Surely if the metal detector goes off when any passenger passes through it , the security staff will have to do a search using the handheld detector. They are not doing it for any reason; they have orders to do this type of search in cases like your grandfather’s. But I did not expect them to do it in a rude way and in the same time they did not mean to cause him a heart attack.
I wish that you understand the situation and not to get upset in the future when using our airport. I hope that your grandfather is well and not frustrated us , wishing you accept our apologies.
Yours Sincerely
Jassim
Dear Ms. Barrington,
ReplyDeleteI received your letter of complaint on the 22nd of December 2008, I am writing to replay to your letter of complaint.
Firstly, I apologize for the way your grandfather was treated by our security staff.
I want to explain why our security staff behave like that, maybe they were not rude but strict and our rules are for all passengers and this is for passengers and airports safety. When passenger walks through a metal detector and if the machine detect metal with passenger the machine will set off an alarm. The metal that passenger carries might be a bomb or some kind of dangerous goods. When the alarm is set off the security staff must use the hand held detector, which shows the place of metal. Often the passenger needs to take off the shoes and full search of clothes.
Finally, I apologize again and I hope you accept my apologies and you understand the security procedure at the airport.
Sincerely,
Mr. Mohammed
Dear Ms. Barrington,
ReplyDeleteI am writing to reply to your letter of complaint on the 22nd of December 2008.First of al I apologize for the way your grandfather was treated by our security staff. On behalf of the security team I would like to apologize again for the inconvenience caused by security personnel.
I would like to explain the security measure so you understand why your grandfather had to be searched. This security measure must be done for all passengers do no matter their age. When the passenger goes through the metal detector and the alarm goes off, the passenger must be checked with the handled detector. Security personnel checks through the passengers clothes and shoes with the handled detector.
I hope you understand the security procedure and why your grandfather had to be checked. I apologize again for the rude way by the security personnel and I hope that not happen again.
Yours Sincerely,
Naima