From: CS department

To: Jacques Duperrier

Subject: Re: Complaint about The Wheelchair Rental

Dear Mr. Duperrier,

We are deeply sorry for your bad experience with us. We completely understand your
feeling and fully take responsibility for what happened.

Regarding our policy, please kindly note that we do not, and never will, charge any service
that aids disabled customers to fly with us. What happened to you was because our new
staff, Mr. Tim, was confused with the extra services policy and assumed that all customers
needed to pay for the wheelchair rental service.

We have strictly disciplined Mr. Tim and made clear to all staff about this policy at all
airports where we operate. We assure that this type of mistakes will never happen again.

As we know how serious this problem is, we would like to express our apology and offer
anything that would ease your anger in person. Please let us know your available dates and
times to help us arrange the meeting better.

Again, please accept our apology for this regrettable mistake, and we are looking forward to
hearing from you soon.

Yours sincerely,
Anh Tran
Customer Service Manager at Hurrah Airlines