Part 1
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As the manager of a travel agency, you got a letter of complaint from one of your customers. June 1st, 2008
To Whom It May Concern:
We have just returned from our holiday, a two-week tour to New York organized by your company. Unfortunately it was a miserable experience. We are writing to ask you for an explanation and to see if something can be done to honor your promises.
The first problem we had was a five-hour delay in the flight, so it was 11 p.m. when we landed in New York. The activities arranged for that evening therefore had to be cancelled.
Another thing we have to complain about is your tour guide service. The guide deliberately shortened our time for sightseeing and took us to one shopping center after another.
We would like to draw your attention to the trouble we had and our loss caused by your unsatisfactory service. Your company promised that any such loss or customer dissatisfaction would be compensated. For these reasons, we request to be refunded totally. We hope you will give these matters serious consideration and expect to hear from you soon.
Yours sincerely,
Tason Smith
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Please write a reply: ☆ giving your sincere apology;
☆ explaining the unpredictability of the delay in the flight;
☆ suggesting a face-to-lace negotiation.
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Write 50-60 words.
