Name: Nguyễn Quang Duy Thạch – 31191027408

Class: K45 - AV001

Write an email from Hurrah in reply to one of the complaints in the case study

To: <jaq_duperrier@ccmail.fr>
From: <hurrah_customer_service@ymail.com>
Subject: An unfortunate miscommunication

Dear Sir
First and foremost, we are very sorry to have caused much distress during your travel.
We believe it was a mere miscommunication, largely on our part.
Our company has a policy in which disabled passengers in need of transportation
assistance have to inform our Customer Service at least 48hrs in advance. This is to
prevent scammers from taking advantage of our preferential services that come in
tandem with the transportation assistance.
We have double-checked and noticed that you had not informed us about your
condition. Thus we unfortunately had to charge you extra for the immediate service.
That being said, the policy above is not readily shown on your main website nor notified
when passengers book their seats. To make things worse, the staff at that moment did
not elaborate you on the matter. As such we believe it was our inability to provide all
the information to our patrons that had led to such mishap. We will try to make our
policies more publicly available as soon as possible.
We would like to make up any inconveniences we might have caused in the form of a 5-
year membership certificate which would grant you 50% discount on all your flights plus
free meals, among other perks.
Thank you again for using Hurrah Airlines. We truly hope you can excuse our
inadequacies and let us continue to accompany you in the future.
Sincerely
Hurrah Airlines