Question

14. You work as a customer service agent for Midwest Airlines. On January 1, 2019, you received the following letter (today’s date is January 4). Write an appropriate letter to this individual, but do not grant his request for a free flight.

On December 23, 2018, I was flying Midwest Airlines from Calgary to Chicago on flight 268 with a stop off in Minneapolis. The flight was delayed 2 hours because of bad weather. I took that particular flight because it did not require me to de-plane in Minneapolis. To prevent hassle between flights. I thought this would be the best option, but when we arrived in Minneapolis, your people told me the Chicago flight had been canceled. After much rudeness from your staff, I was put in a hotel for the night.

Then when flying home on December 26, 2019, the flight I scheduled from Chicago to Calgary was late by two hours. Then when I arrived in Minneapolis, I found the flight to Calgary had been canceled. Again after much rude behavior by your staff, I was given a hotel for the night. I then called my family in Calgary to let them know I was not coming for the night and they had told me they called the airline to find out if the flight had been delayed, the airline told my family that the flight had landed in Calgary. This was odd because I was stranded in Minneapolis. I must say that the entire experience flying on your airline was a total nightmare. I will think twice before every flying with you again. I would like the airline to accept responsibility for the bad service and unacceptable behavior from their staff. A free flight would be nice.

Tom Martin

Answer 1

Customer Service Helpline Jan 04 2019

Midwest airlines

Sub: Ref. your letter dated 28/12/18, about the inconvenience faced while flying with us.

Dear Mr. X

Greetings of the day.

I highly regret the inconvenience caused to your during your journey from Calgary to Chicago and back. We strive to provide the best standards of service possible on all our sectors including the one in case, and I believe that it must have been  an isolated unfortunate incident for which I render my sincere apology.

Although all our flights are known to keep their time, we place our customers' safety on top priority and sometimes delay are possible due to inclement weather where operating conditions are difficult and beyond our control. In all such events, there is a standard procedure of providing accommodation with lodging to all our esteemed customers. The incidents which led to communication gap leading to dissemination of false flight information is being investigated, so is the incidents of rudeness of staff as mentioned. I assure you that faults would be properly addressed to and corrected.

Though, the company policies don't allow me to offer you a free flight, I am happy to offer you a voucher which entitles you to access our premium lounge at all domestic airports free of cost for next five journeys. I can assure you that your next experience would be much better.

Yours faithfully.

MK

Customer Service agent