[Your name Your address Your postcode Your telephone number] [Today's date] [Manager's Name or To the Manager

Airline's Name Airline's Address Airline's Postcode] Dear [Manager's Name or Sir or Madam] Subject: Formal Letter of Complaint On [insert date], I travelled from [insert departure point] to [insert arrival point] on flight number [insert flight number]. Since [insert date], [briefly outline complaint – eg. “I have been trying to obtain a refund for my ticket because my flight was more than 5 hours delayed and, as I missed my business meeting anyway, I decided not to travel. Under EU regulation 261/2004, I am entitled to a refund of my ticket.” ] [Include dates and detail of previous contact with company – eg. “On 1 December, I sent in a claim for the refund. On 10 January, I still had not heard anything so I emailed customer relations to ask for progress on my claim. I still have not received a reply.”] I would like you to [outline outcome you require and give them a deadline – eg. “send me a refund in the form of a cheque for the cost of the ticket, £450, within the next 14 days”] Please respond within the next 14 days. If you fail to respond in this time, I will have to consider taking the matter further. Yours sincerely [or faithfully] [Your signature] [Print your name in capitals] Reservation reference: [give the confirmation number you were given on reservation] Enclosed docs: [list anything you have enclosed with your letter, such as copies of receipts, previous correspondence etc...]

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