This assignment requires you to write a business letter based onthe concepts of negative messages discussed in the lesson.
Scenario:
You are the manager of the customer relations department at WesternPacific Airlines. On Monday, December 12, 2016, passenger LucyTomlinson flew from Atlanta to Seattle. The flight stopped brieflyat Chicago O’Hare, where she got off the plane for half an hour.When she returned to her seat, her $400 prescription readingglasses were gone. She asked the flight attendant where the glasseswere, and the attendant said they were probably thrown away sincethe cleaning crew had come in with big bags and tossed everythingin them.
Ms. Tomlinson tried to locate the glasses through the airline’slost and found service but she failed. She then wrote a strongletter to the airline demanding reimbursement for the glassesbecause she felt it was obvious that she was returning to her seat.The airline, however, knows that an overwhelming number ofpassengers arriving at hubs switch planes for their connectingflights and does not know who is returning to what planes.Additionally, flight attendants usually announce when a plane iscontinuing to another city and that passengers who are returningshould take their belongings with them. Cabin-cleaning crews speedthrough planes removing newspapers, magazines, leftover food, andtrash before new passengers board. Airlines feel no responsibilityfor personal items left on planes. The airline never refunds cash,but it might consider travel vouchers for the value of theglasses.
Instructions:
Write a thorough letter to Ms. Tomlinson denying her claim forreimbursement for her glasses. Retain goodwill between her and theairline using the techniques discussed in class. Consider if anapology is appropriate. Think about what Ms. Tomlinson’s emotionalresponse will be, anticipate any questions she may ask, explain toher why your decision is fair, consider whether or not to includereasons, decide whether or not to use a direct pattern or indirectpattern, decide whether or not to directly state the refusal or toimply it, consider presenting alternatives, end with a positive andforward-looking closing.
Format the letter based on the guidelines discussed in thelesson or refer to Appendix A of your textbook. The letter shouldinclude the following guidelines:
Include a page header with your company name, address, and phonenumber
The address to your office is 1357 W. Ninth Avenue, New York, NY86135
Your phone number is 514-516-8950
Send the letter to Ms. Lucy Tomlinson
Her address is 543 N. Goodway Boulevard, Bolton, MA 01740
Include the date
Include the inside address (who it is addressed to)
Include a salutation
Include an appropriate subject line
Include a complimentary closing
Include your printed name and title
Use all of the correct spacing between each component
Use correct spelling and grammar
