Tuesday, February 14, 2012

Letter of complaint

For this first task I would need at least two people, the first one to write a letter of complaint (as a costumer) and the second one to reply (as the personal working in a travel agency). Imagine that a couple of just married have just returned for their honeymoon. They have planed one of the most luxurious romantic routes around the world and most of the booked products failed or would not follow their expectations.

To have a more clear idea on hoy to write a letter like this, here you are some links for you to practice and learn a little bit more:

http://www.google.es/search?q=letters+of+complaint&hl=es&client=firefox-a&hs=F6H&rls=org.mozilla:es-ES:official&prmd=imvns&tbm=isch&tbo=u&source=univ&sa=X&ei=7Es6T-C-ENS3hAey-cmcCg&ved=0CEMQsAQ&biw=1064&bih=875 (different images to know more about the structure of a well done letter of complaint)

Remember to use the comments option to this activity. Don't forget to peer-review your work after writing both letter.


  1. I have just a quick question, Do we write the letter in our own notebook? I thought that we write it online and one of the tutors would correct it for us, is that the case?
    Could you please advice me on that?
    Many thanks,

  2. No, You just need to use the "comments" options of this blog entry. Write here. Tutor won't check these writings.
    Thanks to you,
    María Jordano

  3. Plaza España No.1, 2 Izq
    50006 Zaragoza
    Tel: 976 000 000

    Attn: Sales Manager
    Mundo Tour S.L.
    Gran Vía No.1
    50006 Zaragoza

    Dear Sir/Madam,

    I am writing to inform you of my dissatisfaction with the travel products that we had bought from your agency.

    We are a new married couple from Zaragoza. On 26th January of 2010, we planned a luxurious romantic route around the world to celebrate our honeymoon under recommendations of your agency and had realized all bookings through the same office.

    However, during our trip, most of the bookings failed. Some flights were canceled without advising us. Some hotel bookings were not found in the reception desk so we had to pay a higher fee to get another room. And some hotels that we booked were not located in the centre of the city as we were told in the agency. Attached please find the list of all incidents and nonconformities during our journey.

    We had lost not only a great amount of money due to the bad management of the bookings, but also our illusion of the most important trip of our life. I require you to think about a solution for our case and consider the refund request enclosed.

    We look forward to hearing from you by return.

    Yours sincerely,
    Huang, Yi

  4. Mundo Tour S.L.
    Gran Vía No.1
    50006 Zaragoza

    Attn: Ms.Huang Yi
    Plaza España No.1, 2 Izq
    50006 Zaragoza

    22 de Febrero del 2012

    Dear Ms. Huang,

    Thank you for writing to us and letting us know your concerns.

    Firstly, we are sorry about the incidents that you have had during your journey. We will study your case and do our best to help you.

    However, we have to contact with those airline companies and hotels that you enclosed in your last letter to get more information. So we suggest you to wait a few days till we ensure all details and then we can offer you an appropriate solution.

    Besides, we also recommend you to write to those airline companies and hotels to express your dissatisfaction. It will help to speed up all procedures.

    Best Regards,
    Marisa Hidalgo
    Sales Manager

  5. Tank you very much Huang for your contributions! Anyone for peer-reviewing?

    1. If no one wants to do the peer-reviewing, may I ask the professor to make some comments about my writing skill?

  6. Prat de la Creu Nª 5
    AD200 Andorra

    Attn: Sales Manager
    Viajes Pirineo S.L
    Avenida Carlemany
    AD200 Andorra

    Dear Sir/Madam,

    I am writing you to inform you oy my dissatisfaction with your travel agency .

    Last week my wife an i have returned from a honeymoon trip in the Caribean that has proved to be a disaster of your agency.
    The booking of de plane was poorly made, the hotel was received only for three days and we reserve 15,we reserve a suite anthem give us a standard room,dinner romantic we reserve nor was reserved and the excursion to de nearby island neither.

    You can imagine the big disgust we have, the honeymoon was very important for us.

    Moral damage cannot be retrieves,but we expect some kind of compensation.

    We look forward to hearing from you by return.

    yours sincerely ;
    Francesc Guillen

    1. This comment has been removed by the author.

    2. "I am writing you to inform you" (creo que no debe decir 2 veces "you").
      "in the Caribean": "to the Caribean"
      "has proved": "had been proved"
      "of your agency": no sé cómo opinarlo porque no entiendo muy bien qué exactamente quiere decir. La agencia es un desastre? O el viaje?
      "booking of de plane": creo que se debe usar "flight" o "plan ticket".
      "the hotel was received only for three days and we reserve 15": tampoco entiendo muy bien, que querían reservar 15 o 3 días? No puedo opinar pero la estructura tiene problema.
      "anthem": quiere decir "and they"?
      "dinner romantic we reserve nor was reserved and the excursion to de nearby island neither.": "Neither the romantic dinner nor the excursion to the nearby island had been reserved as we asked."
      "You can imagine the big disgust we have.": aparte del error de gramatica, creo que "disgust" suena demasiado fuerte...

      Espero que mis opinion te puede servir para algo. Y espero también las recomentaciones de parte de la profe, especialmente si hay algun error de mi parte.

    3. Hola Huang;
      Muchas gracias por tus correcciones.
      Que mal llevo lo del ingles.

    4. No hay de que. Es una tarea para todos, no? Ademas tampoco tengo muy claro que lo mio es todo correcto. Queria ver los comentarios de la profe pero parece que la norma del juego es que no van a hacer comentarios...Espero que otros compis nos pueden ayudar.

  7. Dear Sr. Francesc

    I don't know what can I say; your letter leaves me without words. In advance, this agency appologize for this unacceptable situation. The most important trip of your lives has been something close to the hell and obviously we would like to fix the continous mistakes in what we have incurred.

    In this moment our concern is your satisfaction, so we believe that can find the better compensation for you and your wife. Hope to see you asap.

    With our best wishes,

    Joaquim Gibert
    In-Mundo Tour

  8. Itziar Sánchez
    Oviedo 33004

    Red Feather Hotel
    300 State Route 64
    AZ 86023 Tusayan

    To Whom It May Concern:

    I am writing to complain about the above holiday from which we have just returned.

    My husband and I were recently guests at the Red Feather Hotel for 2 weeks during our trip to the Grand Canyon.

    We were reassured at the time of booking that we were to be in one of the newly renovated rooms on the quiet side of the hotel.
    At check-in, we were told that due to an unexpected over-booking, we had to be moved to another room, room number 304 and that should something free up during our stay that we would be able to move if we wished.

    The room was certainly one of the older, un-renovated rooms located on the noisy side of the building. The room itself was also really quite dirty and seemed to have been perhaps unused for quite some time; there was a constant damp and mouldy smell in the room that gave my husband a headache after the first night and in addition there were rats!!!.

    We complained and were assured that we would be moved into another room but each day went by with no rooms available for us and we ended up staying in the same room for the rest of our stay.

    Moreover, the Grand Canyon was four hours away when it was supposed to be closer.

    The experience ruined our entire vacation and we will never be going back to this hotel or recommending it to any of our friends.

    The room was not at all what we booked and had we have known the state of both the room and the level of noise outside our windows we would have never chosen to stay at this hotel.

    We would like a refund for our total stay.

    Please contact me at XXX (XXX-XXXX) to let me know when the resort fee will be refunded.

    Yours faithfully,
    Itziar Sánchez

  9. Thanks a lot to you for participating! No peer review?

  10. Elizabeth López Parada
    22 Benito Vicetto ST
    27400 Monforte de Lemos

    Monforte, 01/03/2012

    Ryanair Customer Service Department
    PO BOX 11451
    CO Dublin

    Dear Sir / Madam,

    On 9 April 2010 I had booked a flight from Santiago de Compostela to Madrid that was scheduled for 7:00 pm. That same day around 1 pm, I received a call from your company in which I was indicated that the flight was cancelled due to an Iceland volcano ashes, but nevertheless, the trip that I had reserved from Madrid to Tenerife was not cancelled, then, I decided to go to Madrid by bus to take advantage of the other flights that I had already paid.

    To go to Madrid I had to lose an afternoon of work, travel by bus for 7 hours and pay 70€ extra, also when I arrived there, take the metro and the airport bus to reach the terminal. When I was in the Terminal 2, after to check in my luggage and go to the lounge, I talked with other passengers who said me that the flight from Santiago took off without problems and arrived to Madrid in 45 minutes, and they were told at the Santiago’s airport that calls were made reporting cancellations, had been a mistake.

    I think that I lost my money and my time because of the error of your company and after being advised by professionals, I writing to inform you of my complaint for the considerable inconveniences caused to me. Enclosed are copies of my records include receipts of the bus and metro, the airfare from Santiago to Madrid, and an Aena (Spain Airports and Air Navigation) certification that the flight took off at the scheduled time.

    To resolve this problem, I would appreciate your compensation at least of the extra costs that I had to take and the price of the flight which was not cancelled.

    I look forward to your reply and a resolution to my problem, and will wait until this month before seeking help form a consumer protection agency. Please contact me at the above address or by phone.


    Elizabeth López Parada.