Atlantic Northern Airlines (ANA) has an unhappy customer. Ms.Linda Anderson flew from
Washington, D.C., to Los Angeles. The flight stopped briefly atDenver International
Airport, where she got off the plane for half an hour. When shereturned to her seat, her
$400 prescription reading glasses were gone. She asked the flightattendant where the
glasses were, and the attendant said they probably were thrown awaysince the cleaning
crew had come in with big bags and tossed everything in them. Ms.Anderson tried to
locate the glasses through the airline’s lost-and-found service,but she failed.
She wrote a strong letter to the airline demanding reimbursementfor the loss. She felt
that it was obvious that she was returning to her seat. Theairline, however, knows that an
overwhelming number of passengers arriving at hubs switch planesfor their connecting
flights. The airline does not know who is returning. What’s more,flight attendants are
instructed to announce that the plane is continuing to another cityand that passengers
who are returning should take their belongings. During the briefstops, cabin cleaning
crews speed through the planes removing newspapers, magazines,leftover foods, and
trash. Airlines feel no responsibility for personal items left inthe cabins.

Your Task. As Manager of the Customer RelationsDepartment of Atlantic Northern
Airlines, you must deny the customer’s claim but retain hergoodwill using techniques
learned in Chapter 9. The airline never refunds cash, but it mightconsider travel vouchers
for the value of the glasses. Remember that apologies cost nothing.Write a claim denial
to Ms. Linda Anderson, 534 Cadillac Avenue, Venice, CA 90034

The Claim Denial needs to have a buffer, reasons why we cannotrefund for the glasses (do not use the word policy), the impliedrefusal, and a positive closing