How to to make a written complaint What is it? – a formal letter/email to report a bad experience or poor service – usually directed towards a specific authority – includes concerns or negative emotions but seeks a positive outcome What language to use? – f ormal language for letters/emails (cf. p. 146 /148) – w ell structured into paragraphs with linking phrases: however, nevertheless, after, before, yet … – p assive structures to be more polite and less direct – use Yours faithfully to sign off if you do not know the name of the addressee To: Treasure Airlines I From: Marcus Dellroy I Date: 9 May 20__ Subject: Cancellation of flight no. TA 894 from Dublin to Madrid on 5 May 20__ Dear Sir or Madam, I am writing to complain about the cancellation of flight TA 894, scheduled to depart from Dublin Airport on 5 May 20__ at 8.45 a.m. Please find attached my booking reference and flight ticket. Due to the late arrival of the aircraft, the departure time had already been postponed by 30 minutes. However, after three hours of further delay announcements, the flight was finally cancelled. As no alternative flight was available, I missed an important seminar in Madrid. This has caused me much distress and will have serious consequences for my studies. I would like to point out that such lack of support makes your customers lose trust in your airline. I am therefore seeking compensation for the cancelled flight and trust that you will refund the ticket price within 14 days. Your quick response will be highly appreciated. Thank you for your time. Yours faithfully, Marcus Dellroy Opening: state reason for writing I am writing regarding / to complain about / to seek your assistance concerning … Body: - say what went wrong - express your feelings - say what you would like to happen next Close: - refer to expected reply - thank for time taken to help How to write an email of adjustment What is it? – a formal reaction to a written complaint – information that the complaint has been received – lists actions that have been or will be taken – offers reparation (refund, replacement) What language to use? – f ormal language for letters/ emails (cf. p. 146 /148) To: Marcus Dellroy I From: Treasure Airlines I Date: 12 May 20__ Subject: Complaint about cancellation of flight no. TA 894 Dear Mr Dellroy, On behalf of Treasure Airlines, I would like to extend my apologies for the inconvenience you experienced as a result of the cancellation of flight no. TA 894. We strive to make travel a trouble-free experience for our passengers, and I am truly sorry we failed to do so on this occasion. To demonstrate our commitment to service excellence and as a gesture of apology, we will initiate a refund to all our passengers of flight TA 894 within five working days. It is our goal to provide exceptional service, and I hope you will provide us with an opportunity to restore your confidence. We look forward to serving your air travel needs again soon. Best regards, Sarah Alexander Customer Care Opening: - acknowledge receipt - apologise on behalf of the institution Body: - rebuild trust - action of compensation Close: - service improvement - positive outlook 160 B Business communication Nur zu Prüfzwecken – Eigentum des Verlags öbv
RkJQdWJsaXNoZXIy ODE3MDE=