A Reply To A Letter of Complaint

Hello,

You received a letter of complaint. Write a reply to the letter in which you provide an explanation for the security procedure.


Dear Sir/Madam,

I am writing to complain about the treatment I received at the hands of your airport security staff. First of all, when I was departing from the airport, the security attendant at the metal detector was very rude, and did not allow me to take my sunscreen lotion in my carry-on luggage. There was no explanation; she just took it from me.

Then, when I arrived back from my trip, I was thoroughly searched by customs, and it was an extremely embarrassing experience. They provided no explanation for why I was being searched. In fact, they were even more unfriendly than your security personnel. I was very insulted by the treatment I received in your airport, and I would like an explanation.

Sincerely,
Mr. Peter Codfrey

Some expressions you may decide to use:

provide an explanation
security staff/personnel
do a search at random
have the authority to perform/do a search
restrictions on liquids, gels, aerosols
not greater than 100 ml.

Looking forward to reading your posts.

Regards,
RV

A Reply To a Letter Of Complaint

Hello,
Imagine the following situation:
You work at the airport as a Customer Service Representative. You receive this letter of complaint from a customer. Reply to the letter in 150 words. Be courteous, apologise for the inconvenience and explain the procedure.You can use some of the expressions below:

I apologise for .......
Please, accept my (our) apologies for ........
On behalf of customer service, I would like to .................
The reason why ......................................... is................
This is part of the security measures in place in our airport.
to ensure the security in the interest of all passengers

Here is the letter:

5th July, 2011
Dear Sir or Madam,

The other day I brought my 16 year-old daughter to your airport because she was flying to Sri Lanka for the first time by herself. I attempted to park in the drop off area so that I could help her get to the check-in desk with all her luggage.

I was told (in a very rude manner) that I could not stop there, and that I had to move my car immediately. Consequently, I had to leave my daughter there all by herself while I parked the car, and she was almost late for her flight. I would appreciate an explanation.

Sincerely,
Mr. Francois Lecavalier

The Journey of a Suitcase

Hello,

Here is an excellent interactive site that explains what happens to a bag after it is checked-in, or in other words:

THE JOURNEY OF A SUITCASE

http://www.jetfriends.com/jetfriends2/teens/lufthansa_koffer/_/1

or
http://www.jetfriends.com/jetfriends2/kids/ (Go to Terminal, select Lufthansa)

Take notes and then explain to your classmates how the baggage handling system works.

Write a short summary of how the system works.
Regards,
RV

Imagining Passenger Experiences

Hello,

It's the start of the second term and the beginning of Book 2.

Good luck!

This term will be discussing the different stages of the passenger processing. We start today with passenger experiences. Tell us about a time you have travelled by air. Write about any problems you have had at any step of the process before/ during/ after the flight.

You can also check passenger reviews of their experiences on the Skytrax website:http://www.airlinequality.com/main/forum.htm

Regards, RV

Best Airports In The World

Hong Kong Airport



Incheon International Airport in Seoul (South Korea)



Indoor Garden in Changi Airport

Hello,

Today we look at the best airports in the world, which received 5-star ranking for 2010 according to Skytrax - the airline and airport quality agency.

What makes these airports superior to others? What services and facilities do they offer that provide their customers with an unforgettable airport experience?

Write a short summary expressing your opinion.
Regards,
RV

New Doha International Airport

Hello,

Today's task is about New Doha International Airport (NDIA). Check the official site of the airport (the link is provided on the right in Useful links) and find out important and interesting information about the project.

Summarise what you have learnt in a text of 150 words.

Regards,

RV

Trends in the Aviation Industry

Hello,

Watch the eurocontrol programme on Airports in Europe and summarise briefly any trends you observe related to:

• air passenger numbers
• freight volumes
• aircraft
• airport development.

Write a short paragraph discussing the topic.

What is an airport?

Hello,
Here is the first important writing task for this course. Write your answer to the questions:

What is an airport? In your opinion, what is the main role of an airport and why?

What are some of the support services provided at an airport and how important are they?

Write your answer in 100- 120 words. Choose your vocabulary carefully and organise in paragraphs.

Regards,
RV