Dear Sirs,

     I`m writing to complain about the terrible service I received recently on a holiday arranged by your company. Here is the list of complaints:

1.   I didn’t like the cabin crew, because they were inattentive and rude.
2.   I hated the in-flight food, because it was tasteless and undercooked.
3.   I didn’t like the in-flight audio/visual entertainment, because there was none.
4.   I didn’t approve of the evening entertainment at the resort, because there was none. So, it was dull and boring in the evenings.
5.   I was dissatisfied with the transfer journey to and from my accommodation, because the driver seemed bad-mannered and the vehicle was very old and smelly and the ride was bumpy, I even got motion sick. 

    I find such service totally unacceptable. We paid a lot of money for this holiday and I think we have a right to expect better standards of service.

I look forward to hearing from you.

Yours truly,

Samantha Harrison

 

Dear Mrs Harrison,

     Thank you for taking time to complete a CSQ provided by our company. Your feedback is of great help to us in making continuous improvements concerning our services.

     I am very sorry to hear that you were disappointed with your last tour to Egypt of February 15th, and I apologize unreservedly for the inconvenience you experienced.

    I have investigated your complaint in detail and would like to explain why such problems arose. The problems with the flight services were due to circumstances beyond our control. Unfortunately, because of some financial problems of our regular partner we had to deal with a new air company which is a newcomer on this market. The staff of the flight assured me that food was of high standard because they had not got on well at fixing new equipment on board. And because of some problems with electric wiring in several sections at an aircraft flight attendants were not able to provide audio and visual entertainment. All these incidents influenced behavior of cabin crew, their attentiveness and the speed of service. But I would like to apologize for the fact that flight attendants were rude and not polite to you. I`ll report about it to air company executives.

    As far as a lack of evening entertainment at the resort is concerned, I can explain that the hotel, you`ve stayed in, is oriented at over 50-age groups of people who commonly prefer to enjoy peace and quiet. For more active and cheerful way of spending time I’d like to advise you to choose another hotel oriented at young people. If you need our assistance, we will be pleased to send you our detailed brochures with all hotels and their descriptions. Please, accept our sincere apologies for the problems with the transfer you experienced. These were due to local difficulties with coach company which had already promised to revamp its vehicles and train staff. We can guarantee that such problems do not occur again.

    However, our staff is available to help you as much as you need. If we can be of further assistance, please contact us on +375 29 7807990.

    Once again I would like to apologize for the unsatisfactory service you received. We very much regret about  it and hope that you will continue to use our company in the future.

Your sincerely,

Sales Manager

Rogers Brand 

Dear Sir/Madam,

       I am writing to complain about a holiday you arranged for me. Unfortunately it was nothing like what I expected.

Your faithfully,

Brad Thomson

Dear Mr. Thomson,

     Thank you for the letter of March  17^th regarding your recent holiday with Sunny Travel. I was very sorry to hear that you were disappointed with some of the arrangements made by our company, and I apologize unreservedly for the inconvenience you experienced.

     I have investigated your complaint in detail and you may be interested in the following explanation. The problems with the bus were due to circumstances beyond our control. There was heavy traffic on the roads, for this reason the bus reached the destination three hours later than planned. As far as a bus driver is concerned, I am sorry to hear that we have unqualified staff. I have noted your point about a bus driver and take appropriate measures in the nearest future.

     As regards single rooms, please rest assured that we will ask the hotel for explanations. It is inadmissible that you had to share a twin room with other tourists for two days. This really should not have happened and to compensate you for the inconvenience, I would like to offer you a full compensation at the rate of a two-day stay in the hotel «Sunny Beaches».

     I can only apologize for the fact you thought that hotel`s breakfast was included into the holiday price. I can only assume that there was some misunderstanding, as I have been assured by our travel agents that in the brochure it was mentioned that the hotel offers only room without breakfasts.

     Once again, please accept our apologies for the inconveniences you encountered. Thank you very much for bringing this matter to my attention.

Yours sincerely,

Minnelli Charlotte

Customer Relations Manager

Dear Sirs,

I recently had the bad luck to stay in the hotel that was recommended by your travel agency, and I am now forced to write to you to express my disgust with the service, which was provided. First of all, the representative of your travel agency in the hotel was not available and not punctual. Every time when I tried to talk to him, he was too busy in order to listen to my problem till the end. Secondly, the accommodation didn’t meet my requirements and the hygiene was awful, the towels were changed once in 4 days. Thirdly, I was absolutely dissatisfied with breakfasts. Some of the products have strange smell and sour taste.  Fourthly, entertainment programme was boring and monotonous. And fifthly, I was robbed by local children because the manager of the villa didn’t close the door.

I hope you will take these points into consideration. I look forward to hearing from you.

Yours faithfully,

Katie Haus

 

Dear Mrs. Haus,

Thank you for your letter of March 25th. I was extremely concerned to learn about the unpleasant experience you had during our stay in the hotel «Indian Sandy Beaches». I would like to apologize on behalf of our agency for the disappointment and inconvenience you suffered.

I have investigated your complaint thoroughly and you may be interested in the following explanation. As far as representative`s availability and punctuality is concerned, I talked to him and he agreed that he was too busy as if it was the peak of the season. Moreover he had only finished his training and therefore was rather inexperienced. I showed him your letter and explained how upset you were. Now he regrets that he did not take action to solve your problems in time. I am sure that in future he will try to do his best in order to sort out the issues incurred as soon as possible.

It is regrettable that the accommodation didn’t meet the requirements you had made. From time to time the hotel management repairs the facilities but still they leave much to be desired, what concerns hygiene, you should have mentioned the situation to your receptionist, who could obviously take prompt actions to solve the situation.

I am very sorry that you are not satisfied with the breakfasts provided by our hotel. But here I have the right to raise an objection against your complaint. I want to remind you that you visited India and stayed in Indian hotel. Therefore due to specific Indian cuisine, some of its products have strange smell and sour taste.  We have nothing to do with it, probably next time if I were you, I would choose less exotic countries.

I would also like to offer our sincere apologies for evening entertainment. It`s the fault of the hotel management that they couldn’t provide a decent and dignified entertainment programme. However, I can assure you that they have already taken steps to ensure that this problem does not occur again.

And finally, please, accept our sincere apologies for being robbed by local children. We cannot understand how such a mistake could have occurred. The manager of the villa should certainly offer a full explanation.  To compensate your unpleasant experience, we would like to offer you a $200 voucher towards the cost of your next travel organized by our travel agency.

Once again, please accept our sincere apologies for the inconveniences you encountered. Thank you very for bringing this matter to my attention.

Yours sincerely,

Minnelli Charlotte

Customer Relations Manager