End of Course

Dear Students,

Well done on your exam! I hope you continue to work hard and achieve your ambitions.

I've always believed in the power of education and this seems to me the best way to start in your preparation for the career you choose.

Good luck and do keep in touch.

I really hope NDIA will be the place where a lot of your dreams will come true.

Best wishes,
RV

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

Security Measures

AIRPORT MEASURES

Task 1

Check the guide to biometric technology on the bbc site:

http://news.bbc.co.uk/2/shared/spl/hi/guides/456900/456993/html/default.stm

and brifly summarise in 30-40 words what biometrics is.

Task 2
Watch the video and answer the 3 questions below:

1. How does facial recognition work?

2. What can it be helpful for?

3. What happens to rejected passengers?

http://news.bbc.co.uk/2/hi/uk_news/7568686.stm

Task 3

Choose 3 of the measures listed, research them on the internet and write a short description of how they work and what they are used for. You can also attach pictures.

surveillance cameras

sniffer dogs

security patrols

carry-on restrictions on liquids, gels, and aerosols

x-ray machines

full-body scanners

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.

Baggage Regulations

Hello,

This task introduces the new topic - BAGGAGE HANDLING regarding the baggage regulations on Qatar Airways flights.

Go the link below and find the answers to the following questions.

http://www.qatarairways.com/global/en/baggage.html



1. How much checked luggage can you take with you free of charge if you are travelling economy class?



2. What is the maximum weight of a checked bag economy class?



3. What are the ICAO recommendations regarding liquids, gels, aerosols in your hand luggage?Write a short paragraph in your own words.



4. Are there any restrictions regarding baby food? What about medication?



5. What is the percentage of baggage that is reclaimed by passengers following a flight?



6. What does a passenger have to do if a bag goes missing?



7. How do you understand the following words? Provide a short definition for each one.

transparent bag -

2 bags not exceeding 15 kg. -

carry-on allowance -

total capacity of -

baggage claim -



Regards,

RV

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