A Reply to a Letter of Complaint

Hello,
Imagine the following situation:

You work at the airport as a Customer Service Representative. You receive this letter of complaint from a customer. Reply to the letter in 150 words. Be courteous, apologise for the inconvenience and explain the procedure.

You can use some of the expressions below:

I apologise for .......
Please, accept my (our) apologies for ........
On behalf of customer service, I would like to .................
The reason why ......................................... is................
potential risk of an explosive device hidden in ..........................
This is part of the security measures in place in our airport.
to ensure the security
in the interest of all passengers

Here is the letter:

January 12, 2009
Dear Sir or Madam,

The other day I brought my 16 year-old daughter to your airport because she was flying to Sri Lanka for the first time by herself. I attempted to park in the drop off area so that I could help her get to the check-in desk with all her luggage.
I was told (in a very rude manner) that I could not stop there, and that I had to move my car immediately. Consequently, I had to leave my daughter there all by herself while I parked the car, and she was almost late for her flight. I would appreciate an explanation.

Sincerely,
Mr. Francois Lecavalier

Explaining How The Baggage Handling System Works

Hello,

This is the writing for the topic of baggage handling. Read the following situation and write your answer.

A passenger who is checking in and who has had her luggage lost before asks:

"What happens to my bag after I check it in here? How does it get to the plane, and how can I be sure it will be there at the other end when I arrive?"

Kind regards,
RV

Write an answer of 150-170 words that will reassure her.

Explaining Check-in Procedure

Hello,

Imagine you have received a letter by an elderly lady who has never flown before and doesn't know how to check in.

Explain to her the procedure of check-in and suggest one type of check-in that will be easy and convenient for her to do.

Post your answer here.

Organize in paragraphs. Write 150 words.

Regards,
RV

Ticketing Today

Hello,
Here is the writing topic for the subject of Ticketing.

You can discuss the following questions and post a text of 150-170 words.

• How does ticketing happen today?


• What is an electronic ticket?


• How do you book and purchase an e-ticket?


• What information does a ticket contain?


• What are the benefits of electronic ticketing for passengers and airlines?


• What is the future of ticketing?

Post your answer.

Regards,

RV

Benefits of Good Customer Service

Hello,

Today we write about the importance of good customer service.

Discuss:
a) what is customer service
b) the qualities of good customer service representative
c) the benefits of good customer service
d) 4 rules of good customer service.

DON'T FORGET

1. To write in paragraphs.
2. When you discuss the rules, explain and support them with examples.
3. Support your main statements. You can also mention some of the airlines rated 5-stars by Skytrax for their superior services and product.

Regards,
RV

Imagining Passenger Experiences

Hello, It's the start of the second term and the beginning of Book 2. Good luck! This term will be discussing the different stages of the passenger processing. We start today with passenger experiences. Tell us about a time you have travelled by air. Write about any problems you have had at any step of the process before/ during/ after the flight. Regards, RV

Airport Design

Hello,
Today's lesson is about airport design. Take a moment to look at the diagram below.



A) What kind of design is represented on the diagram. Summarise the facilities you see and write a short text of 50 words. Right click on the diagram to enlarge it, if you need.

B) Check out the website of Narita Airport in Tokyo, Japan:
http://www.narita-airport.jp/en/guide/map/index.html
Describe the design and its mode of operation in 30-50 words.

C) Check out http://planetolog.com/map-airport-list.php and check the design of the airports that are listed. Make some comments about the most common mode of operation of airports today.

Kind regards,
RV

New Doha International Airport

Hello,

Today's task is about New Doha International Airport (NDIA). Check the official site of the airport (the link is provided on the right in Useful links) and find out important and interesting information about the project.

Summarise what you have learnt in a text of 150 words.

Regards,

RV

Trends in the Aviation Industry

Hello,
This is the writing task for this week.

Discuss how the aviation industry has changed in recent years. Consider any of the ideas mentioned below:

• passenger numbers


• aircraft design


• airport construction and expansion

Conclude with how the industry is likely to develop in the future.

Write 100-120 words.

Post your writing.

Regards,

RV

P.S. I have uploaded the first part of the IATA Director General's address at the 66th IATA annual meeting in Berlin on the state of the industry and his vision for 2050.

Airport Customers

Hello,
Here is the topic for this week:

Who are the main customers of an airport and what facilities and services does an airport provide to meet their needs?

Don't forget to:

Write your answer in paragraphs.
Choose suitable vocabulary.
Give examples to support your main ideas.

Regards,
RV

What is an airport?

Hello,

Here is the first writing task for this course. Write your answer to the questions:

What is an airport? In your opinion, what is the main role of an airport and why?

What are some of the support services provided at an airport and how important are they?

Write your answer in 100- 120 words. Choose your vocabulary carefully and organise in paragraphs.

Regards,
RV