BIT 302 Chapter 9 Letter 1

Message 9-1 Claim Denial: Camera Left on Plane

Letterhead is attached in Blackboard

The Plan: Para 1: Buffer

Body: Explanation

Bad News

Last Para: Cordial closing

Scenario:

Eastern American Airlines (EAA) had an unhappy customer. Betty Smith flew from Boston, Massachusetts, to San Diego, California. The flight stopped briefly at Chicago International Airport, where she got off the plane for half an hour when the plane was receiving routine maintenance. When she returned to her seat, her $400 portable camera was gone. She asked the flight attendant where the camera was, and the attendant said that it possibly had been thrown away since the cleaning crew had come in with big bags and tossed everything in them. Betty had contacted the airlines lost and found service, and the camera was not located.

She wrote a demanding letter to the airline demanding monetary reimbursement for the loss of her $400 camera. She felt that is was obvious that she was returning to her seat as she had a connecting flight on that plane. It was clearly indicated on her ticket. The airline, however, knows that an overwhelming number of passengers arriving at hubs switch planes for their connecting flights. The airline cabin maintenance crew does not know who is returning. Whats more, flight attendants usually announce that the plane is continuing to another city and that passengers who are returning should take their belongings. Cabin cleaning crews speed through planes removing, newspapers, magazine, leftover foods and trash. Airlines feel no responsibility for personal items left in the cabins.

YOUR TASK

You are the customer relations manager of Eastern American Airlines and must deny the claim but retain her goodwill. Use techniques learned in this chapter. The airlines never refunds cash, but it might consider travel vouchers for the value of the camera. Remember that apologies cost nothinguse them wisely!

Write the claim denial in the form of a business letter to Ms. Betty Smith on the attached letterhead. Her address is:

432 39^th Street Southeast, Boston, MA, 39393.

NOTE the plan as shown in the grading rubric below. The bad news is not mentioned until paragraph 3. See the textbook for additional assistance in planning that placement. Remember our discussions about saying what we can do, rather than going into detail about what we cannot do.

_____/15 Claim Denial Letter (Eastern American Airlines)

Keyed on given letterhead

Writing Plan Para 1: Buffer

Para 2: Explanation

Para 3: Bad News

Para 4: Cordial Closing