Atlantic Southern Airlines (ASA) had an unhappy customer. Casey Segal-Jain flew from Baltimore, Maryland, to Seattle, Washington. The flight stopped briefly at Detroit Metropolitan Airport, where Ms. Segal-Jain got off the plane for half an hour. When she returned to her seat, her $400 prescription reading glasses were gone. She asked the flight attendant where the glasses were, and the attendant said they probably were thrown away since the cleaning crew had come in with big bags and tossed everything in them. Ms. Segal-Jain tried to locate the glasses through the airline’s lost-and-found service, but she failed.
Then she wrote a strong letter to the airline demanding reimbursement for the loss. She felt that it was obvious that she was returning to her seat. The airline, however, knows that an overwhelming number of passengers arriving at hubs switch planes for their connecting flights. The airline does not know who is returning. What’s 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, magazines, leftover food, and trash. Airlines feel no responsibility for personal items left in cabins.
YOUR TASK. As a staff member of the Customer Relations Department of Atlantic Southern Airlines, deny the customer’s claim but retain her goodwill using techniques learned in this chapter. The airline never refunds cash, but it might consider travel vouchers for the value of the glasses. Remember that apologies cost nothing. Write a claim denying the customer’s claim.
Dear Ms. Segal-Jain,
I hope this message finds you well. We appreciate your recent communication and the opportunity to address your concerns about your lost prescription reading glasses during your recent flight with Atlantic Southern Airlines (ASA) from Baltimore to Seattle.
First and foremost, we would like to extend our sincere apologies for the inconvenience and frustration you have experienced as a result of this incident. We understand how important your personal belongings are, and we deeply regret that your glasses went missing during your journey.
As you mentioned in your letter, you departed briefly from the aircraft during the stopover at Detroit Metropolitan Airport. Our records indicate that the flight attendants on board typically announce when the flight is continuing to another city, reminding passengers to take their personal belongings with them. However, it’s essential to understand that while many passengers do indeed switch planes at hubs, there are situations where some passengers, like yourself, may be returning to their seats. We acknowledge that this can lead to potential confusion.
Regarding the disappearance of your glasses, you inquired about our lost-and-found service in an attempt to retrieve them. We genuinely regret that your search did not yield the desired results. Our team made every effort to assist in locating your glasses, but regrettably, no trace of them was found.
It’s important to note that our cabin cleaning crews are responsible for maintaining a high level of cleanliness and hygiene on board our aircraft. They work diligently to remove newspapers, magazines, leftover food, and trash in a timely manner, ensuring that the cabin is prepared for the next group of passengers. Unfortunately, the scope of their responsibilities does not extend to personal items left in the cabins, as these items vary widely and are often difficult to track.
We understand your request for reimbursement for the loss of your $400 prescription reading glasses. However, I must inform you that our airline’s policy does not cover the loss of personal belongings left on our aircraft. In accordance with our terms and conditions of carriage, ASA does not assume responsibility for personal items left in our cabins. This policy is in place to maintain consistency and fairness for all of our passengers.
Nonetheless, as a gesture of goodwill and to express our commitment to customer satisfaction, we would like to offer you a travel voucher for the value of your lost glasses. This voucher can be used for future travel with ASA, and we hope it will help offset the inconvenience you’ve experienced.
We understand that this may not fully address your concerns, but we sincerely hope that you will accept this voucher as a token of our goodwill. Your satisfaction as a valued customer is of utmost importance to us, and we remain committed to improving our services based on customer feedback.
Once again, we extend our apologies for the inconvenience you’ve encountered, and we look forward to serving you on your future journeys with Atlantic Southern Airlines.
Should you have any further questions or require assistance, please do not hesitate to contact us. Your feedback is invaluable in helping us enhance our services.
Thank you for choosing Atlantic Southern Airlines.
Sincerely,
[Your Name] Customer Relations Department Atlantic Southern Airlines [Contact Information]
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