English Class for Business Administration

Case: Diverted Flight

Name and NPM:

Naretsha Maulia (6081801012)
Meilinda Citira W (6081801015)
Shamira Oktarina P (6081801068)
Merfanny Lionartha (6081801091)
Cornelia Marcella (6081801097)

Class: C

Ilmu Administrasi Bisnis

Fakultas Ilmu Sosial dan Politik

Universitas Katolik Parahyangan

2020
To: NeoTech’s Head of Travel
From: Account manager for BTS
Subject: Apologize for the Diverted Flight and Offer Compensation

Dear our NeoTech’s Head of Travel,

First of all we would like to be thankful for the trust that was given to us as a travel agent. Regarding
reports of passenger inconvenience related to airline transfers, we make sure that everything is
completely out of our control.

We apologize for the incident that the flight to Moscow was diverted to Helsinki because of bad weather
and a 6-hour delay in departure, causing inconvenience to passengers and requiring passengers to wait
and rent a hotel room. To demonstrate our commitment to service excellence and as a gesture of apology
for our service failure, we would like to offer a voucher for the passenger. This voucher can be used
onward flights, so they will get a 25% discounted ticket price.

We hope that the solution can help solve the problem. We will always try to maximize our flights in the
future, our company values all of our customers and any feedback that is provided. Please feel free to
contact us personally to discuss any concerns that you may have in the future. We look forward to
continuing our relationship with you.

Thank you for your attention.

Best Regards,

Account manager for BTS