Dear Ms.

Marilyn Collins:

First of all, I want to thank you for reach us to make a complaint about
the service you received on May 6th. I was extremely sorry when I saw all the
problem you had to pass through during your stay with us and I offer you, in
name of the company, our sincerely apologies for this inconvenient.
Consequently, Im going to response in detail to all the situations you have
complained.
As we are in the peak season, from October to March, the wait time at
the check-in use to increase more than three times the normal. The staff is in
its normal level, but as we are in our higher capacity of attention, the times of
wait increase. I recommend you to use our online pre check-in service to
reduce the wait time.
Furthermore, I would like to remember you that special requests, as
yours, must be made in advance warning. Otherwise we will not be able to give
you a solution as fast as you need, we work very close to our online system to
improve our personal service in front desk and either way to give less waiting
time to our customers, especially on the peak season, so let me recommend
you to use the online system for a next time.
According to the service you received, I already took actions over the
airport office time service, and this situation will not happen again. I apologize
for this problem, maybe in the case you could have been able to speak in the
airport office, your problem would have been solved faster. But in the case of
security checks, we cant improve a fast service for this season, because of our
security policy, which demand us to be very careful and dedicated with each
passenger in the queue.
Over all this inconvenient, I would like to send you a voucher of 15% off
discount on your next book with us as a form of compensation. Please let me
know if you accept this in name of all the enterprise as a form of apologize for
the situation. If you agree, in 2 days you will receive a code for your next book.
Let me know if there is anything else I can help you with.

Sincerely Yours,
Marco A Diaz
Airport Customer Services Manager