Atlantic Northern Airlines (ANA) has an unhappy customer. Ms. Linda Anderson fle

Question

Atlantic Northern Airlines (ANA) has an unhappy customer. Ms. Linda Anderson flew from
Washington, D.C., 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. Anderson tried to
locate the glasses through the airline’s lost-and-found service, but she failed.
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 are
instructed to announce that the plane is continuing to another city and that passengers
who are returning should take their belongings. During the brief stops, cabin cleaning
crews speed through the planes removing newspapers, magazines, leftover foods, and
trash. Airlines feel no responsibility for personal items left in the cabins.

Your Task. As Manager of the Customer Relations Department of Atlantic Northern
Airlines, you must deny the customer’s claim but retain her goodwill using techniques
learned in Chapter 9. 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 Ms. Linda Anderson, 534 Cadillac Avenue, Venice, CA 90034

Explanation / Answer

Linda Anderson

534 Cadillac Avenue

Venice, CA 90034

Dear Linda,

This is in reference to the claim that you have made to Atlantic Northern Airlines regarding a $400 prescription reading glasses which was missing from your seat in the flight at Denver International Airport. First of all I would like to apologize for the inconvenience caused and we deeply regret for the pain that you had to got through. We have tried to inspect and look for your glasses as we value customers and their belongings but this time we are unable to locate them and as per your sources it is stated that glasses may be disposed off by the cleaning staffs who have been cleaning the flight while you were away. generally during brief stops there are various passengers who board and depart the flight and the cleaning staffs are not aware that who will return and they generally dispose anything that is left over, unfortunately this time it was your glasses. We are sorry but the company policy states that we cannot refund to customers for lost items in any case, but as you have been associated with us for so long and value the relationship that we possess we can provide you with travel vouchers to compensate your loss, as cash refund is strictly prohibited.

I hope I have been successful in making up to you for your loss and once again I would like to express my apologies for the incident. Please feel free to reach out to me for further queries, a reply from your side will be highly obliged.

Sincerely

Name

Designation

Related Questions

Navigate

• Browse (All)
• Browse A
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.