A Reply to a Letter of Complaint

Hello,

This is the last post to the blog for this course.

Here is the last writing task.

You received a letter of complaint. Write a reply to the letter in which you provide an explanation of the security procedure.

This is the letter of complaint that you received.

Dear Sir/Madam,
I am writing to complain about the treatment I received at the hands of your airport security staff. First of all, when I was departing from the airport, the security attendant at the medal detector was very rude, and did not allow me to take my sunscreen lotion in my carry-on luggage. There was no explanation; she just took it from me.

Then, when I arrived back from my trip, I was thoroughly searched by customs, and it was an extremely embarrassing experience. They provided no explanation for why I was being searched. In fact, they were even more unfriendly than your security personnel. I was very insulted by the treatment I received in your airport, and I would like an explanation.

Sincerely,
Mr. Peter Codfrey

Some expressions you may decide to use:

provide an explanation
security staff/personnel
do a search at random
have the authority to perform/do a search
restrictions on liquids, gels, aerosols
not exceed 100 ml.

Looking forward to reading your final posts.

Regards,
RV

A Reply to A Letter of Complaint

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

A Reply to A Letter of Complaint

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

Explaining Security Measures

Hello,

Today's writing task involves giving short answers that:
1) explain the reason why certain security measures are put in place and
2) reassure passengers that strict security procedure is needed to ensure the safety of all passengers and their luggage.

Write short paragraphs of 30-40 words each to answer the following questions:

1. Why do I need to have my fingerprints taken?

2. Why did the security guard take my bag? I only left it for a moment while I went to ask the check-in attendant a question.

3. Why were the customs officers using dogs? My son is afraid of dogs and he was really scared.

4. I don't understand why I had to go through the metal detector twice and told to remove my shoes and belt before I step through it again. It is so humiliating.

5. I don't understand why my 2-year child was searched thoroughly and his juice was confiscated. My son was very upset. Why do you treat young passengers like that?

Explain the security measure and reassure the passenger that it is in their interest that the airport applies strict security procedure.

Regards,
RV

Baggage Handling

Hello,

This is the writing for the topic of baggage handling. Read the following situation and write your answer.

A passenger who is checking in and who has had her luggage lost before asks:

"What happens to my bag after I check it in here? How does it get to the plane, and how can I be sure it will be there at the other end when I arrive?"

Kind regards,
RV

Write an answer of 150-170 words that will reassure her.

Advice to Passengers Explaining Check-In Procedure

Hello,

Imagine you have received a letter by an elderly lady who has never flown before and doesn't know how to check in.

Explain to her the procedure of check in and suggest one type of check in that will be easy and convenient for her to do.

Post your answer here.

Organize in paragraphs. Write 150 words.

Regards,
RV

Benefits of Electronic Ticketing

Hello,
Here is the writing topic for the subject of Ticketing.

Discuss the following questions and post a text of 100-120 words.

• How does ticketing happen today?
• What is an electronic ticket? What information does it contain?
• What are the benefits of electronic ticketing?

Post your answer.

Regards,

RV

Customer Service

Hello,

Today we write about the importance of good customer service.

A) Answer the questions:

a) what is customer service
b) why is it important in the aviation industry.

Support your answer with examples of airlines that provide superior customer service. Discuss the qualities that a customer service representative must demonstrate when dealing with customers.

B) Discuss 4 rules of good customer service. Write the rules, explain and support them with examples.

Regards,
RV

Imagining Passenger Experiences

Hello,

It's the start of the second term and the beginning of Book 2. Good luck!

This term will be discussing the different stages of the passenger processing. We start today with passenger experiences.

Tell us about a time you have travelled by air. Write about any problems you have had at any step of the process before/ during/ after the flight.

Regards,
RV

Airport Layouts

Hello,

We write today about airport design and how the layout of an airport affects its way of operation and management.
Write about the two operational categories of airport layout and discuss some of their advantages and disadvantages.
Provide some examples.
Write 150 words.

Regards,
RV

Trends in The Aviation Industry

Hello,
This is the writing task for this week.
A) Discuss how the aviation industry has changed in recent years. Consider any of the ideas mentioned below:

• passenger numbers


• aircraft design


• airport construction and expansion

B) Discuss what setbacks the aviation business has experienced recently.
C) Conclude with how the industry is likely to develop in the future.

Write 100-120 words.

Post your writing.

Regards,

RV

P.S. I have uploaded the first part of the IATA Director General's address at the 66th IATA annual meeting in Berlin on the state of the industry and his vision for 2050.

New Doha International Airport

Hello,

Today's lesson is about New Doha International Airport. Check the official site of the airport (the link is provided on the right in Useful links) and find out important and interesting information about the project.

Summarise what you have learnt in a text of 150 words.

Regards,

RV

Airport Customers

Hello,
Here is the writing topic for this week:

Who are the main customers of an airport and what facilities and services does an airport provide to meet their needs?

Don't forget to:

Write your answer in paragraphs.
Choose suitable vocabulary.
Give examples to support your main ideas.

Regards,

RV

What is an airport?

Hello,

Here is the first writing task for this course. Write your answer to the questions:

What is an airport?
In your opinion, what is the main role of an airport and why?

Write your answer in 80-100 words. Choose your vocabulary carefully and organise in paragraphs.

Regards,
RV