Atlantic Northern Airlines (ANA) had an unhappy customer. Kristen Linder-Bowls f

Question

Atlantic Northern Airlines (ANA) had an unhappy customer. Kristen Linder-Bowls flew from Washington, DC, to Los Angeles. The flight stopped briefly at Denver International Airport, where she got off the plane for half an hour. When she returned to her seat, her $400 prescription reading glasses were gone. She asked the flight attendant where the glasses were, and the attendant said they probably were thrown away since the cleaning crew had come in with big bags and tossed everything in them. Ms. Linder-Bowls tried to locate the glasses through the airlines lost-and-found service, but she failed. Then she wrote a strong letter to the airline demanding reimbursement for the loss. She felt that it was obvious that she was returning to her seat. The airline, however, knows that an overwhelming number of passengers arriving at hubs switch planes for their connecting flights. The airline does not know who is returning. What's more, flight attendants usually announce that the plane is continuing to another city and that passengers who are returning should take their belongings. Cabin cleaning crews speed through planes removing newspapers, magazines, leftover foods, and trash. Airlines feel no responsibility for personal items left in cabins.41 YOUR TASK. As a staff member of the customer relations department of Atlantic Northern Airlines, deny the customer's claim but retain her goodwill using techniques learned in this chapter. The airline never refunds cash, but it might consider travel vouchers for the value of the glasses. Remember that apologies cost nothing. Write a claim denial to Mrs. Kristen Linder-Bowls, 534 Cadillac Avenue, Venice, CA 90034.

Explanation / Answer

Dear Ms. Kristen,

The Atlanta North Airlines team wants to thank you for choosing us for your travel. We are highly obliged to thank you for being our honoured guest on flight from Washington DC to Los Angeles. We regret to you for your loss of reading glass during the flight on our hault at Denver International Airport.

With immense grief I on behalf of Atlanta North Airlines team wish to update you that according to the terms and conditions the airlines is not responsible for any loss of the personal properties of the travellors. The crew members at all the time make sure that they keep reminding the passengers to take care of their valuables. Even before such interval haults they make sure that they update the further journey to the customers and inform them about the cleaning of the flight. In such an event if any belonging of the passenger is lost then it is the sole responsibility of the passenger and not of the airlines.

I regret the same again to you. Hoping to have you again with us on board.

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