This assignment is based on the concepts of negative messages covered in chapter ten.
You are the manager of the customer relations department at Western Pacific Airlines. On Monday, December 12, 2016, passenger Lucy Tomlinson flew from Atlanta to Seattle. The flight stopped briefly at Chicago O’Hare, where she got off the plane for half an hour. When she returned to her seat, her $400 prescription reading glasses were gone. She asked the flight attendant where the glasses were, and the attendant said they were probably thrown away since the cleaning crew had come in with big bags and tossed everything in them.
Ms. Tomlinson tried to locate the glasses through the airline’s lost and found service but she failed. She then wrote a strong letter to the airline demanding reimbursement for the glasses because she felt it was obvious that she was returning to her seat. The airline, however, knows that an overwhelming number of passengers arriving at hubs switch planes for their connecting flights and does not know who is returning to what planes. Additionally, flight attendants usually announce when a plane is continuing to another city and that passengers who are returning should take their belongings with them. Cabin-cleaning crews speed through planes removing newspapers, magazines, leftover food, and trash before new passengers board. Airlines feel no responsibility for personal items left on planes. The airline never refunds cash, but it might consider travel vouchers for the value of the glasses.
Write a thorough letter to Ms. Tomlinson denying her claim for reimbursement for her glasses. Retain goodwill between her and the airline using the techniques discussed in class. Consider if an apology is appropriate. Think about what Ms. Tomlinson’s emotional response will be, anticipate any questions she may ask, explain to her why your decision is fair, consider whether or not to include reasons, decide whether or not to use a direct pattern or indirect pattern, decide whether or not to directly state the refusal or to imply it, consider presenting alternatives, end with a positive and forward-looking closing.
Refer to the Negative Messages Power Point slides for how to structure the letter, and refer to Appendix A of your textbook for how to format the letter. The letter should include the following guidelines:
- Include a page header with your company name, address, and phone number
- The address to your office is 1357 W. Ninth Avenue, New York, NY 86135
- Your phone number is 514-516-8950
- Send the letter to Ms. Lucy Tomlinson
- Her address is 543 N. Goodway Boulevard, Bolton, MA 01740
- Include the date
- Include the inside address (who it is addressed to)
- Include a salutation
- Include an appropriate subject line
- Include a complimentary closing
- Include your printed name and title
- Use all of the correct spacing between each component
- Type the letter in a Word document and save it with the name “GBA203-01_GeneralWritingAssignment_NegativeLetter_FirstNameLastName”
- Use a 1-inch margin, 12-point font, Times New Roman
- Use correct spelling and grammar