Negative/Sensitive Message Case: Airlines Passenger

Negative/Sensitive Message Case: Airlines Passenger

Negative/Sensitive Message Case: Airlines Passenger, Option 2

Your objective in this case is to develop an effective response to the following customer claim from an unsatisfied passenger of Sunwest Airlines. This is an actual, real-world customer claim letter received by a major US airline for which you will use the name “Sunwest Airlines.”

The passenger is writing to express dissatisfaction about another large passenger seated next to him on a long flight. Many airlines do have special policies for what they call, “people of size.” For example, at their discretion, some airlines require very large passengers to purchase a ticket for an extra seat so that they may fit comfortably on two seats and so that other passengers seated next to them are not inconvenienced. Although this is a policy that many airlines have the right to uphold, doing so often creates embarrassment on both sides and feelings of prejudice against those large persons asked to pay extra. Therefore, most airlines are cautious about exercising this policy. As for the passenger who was inconvenienced by the large person seated next to him on the flight, airlines typically reserve the right to offer compensation as they deem suitable, or they may choose to offer no compensation at all. Sunwest is not required to compensate the passenger who wrote the letter; however, as a sign of good will, you can offer some compensation, as stated in the bullet point below.

After reviewing the passenger’s claim letter, your task is to take the role of Customer Service Specialist. As the Customer Service Specialist for Sunwest Airlines, you will craft a careful response to the customer complaint.

In your response please do the following:

• Create a company letterhead for Sunwest Airlines that is complete and looks polished and professional.
• Although you cannot offer the free round-trip ticket, as the passenger is requesting, you are able to offer him a $150 voucher for use on any future Sunwest flight to any location Sunwest travels.
• Please use a complete organizational letter format.