This assignment requires you to write a business letter based on the concepts of
ID: 332560 • Letter: T
Question
This assignment requires you to write a business letter based on the concepts of negative messages discussed in the lesson.
Scenario:
You are the manager of the customer relations department at Western Pacific Airlines. On Monday, December 12, 2016, passenger Lucy Tomlinson flew from Atlanta to Seattle. The flight stopped briefly at Chicago O’Hare, 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 were probably thrown away since the cleaning crew had come in with big bags and tossed everything in them.
Ms. Tomlinson tried to locate the glasses through the airline’s lost and found service but she failed. She then wrote a strong letter to the airline demanding reimbursement for the glasses because she felt 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 and does not know who is returning to what planes. Additionally, flight attendants usually announce when a plane is continuing to another city and that passengers who are returning should take their belongings with them. Cabin-cleaning crews speed through planes removing newspapers, magazines, leftover food, and trash before new passengers board. Airlines feel no responsibility for personal items left on planes. The airline never refunds cash, but it might consider travel vouchers for the value of the glasses.
Instructions:
Write a thorough letter to Ms. Tomlinson denying her claim for reimbursement for her glasses. Retain goodwill between her and the airline using the techniques discussed in class. Consider if an apology is appropriate. Think about what Ms. Tomlinson’s emotional response will be, anticipate any questions she may ask, explain to her why your decision is fair, consider whether or not to include reasons, decide whether or not to use a direct pattern or indirect pattern, decide whether or not to directly state the refusal or to imply it, consider presenting alternatives, end with a positive and forward-looking closing.
Format the letter based on the guidelines discussed in the lesson or refer to Appendix A of your textbook. The letter should include the following guidelines:
Include a page header with your company name, address, and phone number
The address to your office is 1357 W. Ninth Avenue, New York, NY 86135
Your phone number is 514-516-8950
Send the letter to Ms. Lucy Tomlinson
Her address is 543 N. Goodway Boulevard, Bolton, MA 01740
Include the date
Include the inside address (who it is addressed to)
Include a salutation
Include an appropriate subject line
Include a complimentary closing
Include your printed name and title
Use all of the correct spacing between each component
Use correct spelling and grammar
Explanation / Answer
ABC,
Manager, Customer relations Western Pacific Airlines
1357 W. Ninth Avenue, New York, NY 86135
April 18, 2018
Ms. Lucy Tomlinson
543 N. Goodway Boulevard, Bolton, MA 01740
Dear Ms. Tomlinson,
Referring to your letter regarding loss of prescription reading glasses, while on board our flight from Altanta to Seattle on Monday, December 12, 2016, we regret the incident and the inconvenience caused as a result of loss.
Chicago is one of the major hubs of the airline which provide connections to passengers travelling to various domestic and international destinations. We have many passengers boarding and deboarding the plane at these places. To prevent the loss of the belongings of passengers, we therefore make announcements not to leave any unattended articles while venturing out of plane. Also, cleaning of the cabin en route is a routine procedure to enable us to provide exemplary cleanliness to our passengers as a part of our global service standards.
Probably, the announcement could not grab your attention, leading to a series of incidents that ultimately resulted in the loss.
Though we can understand the inconvenience caused to you as a result of the loss, we regret that we will not be able to reimburse the cost of the glasses in this case.
We belive that you will understand our position. We look forward to a long and fruitful association with you and be a part of many exciting journeys in future.
Sincerely
ABC
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