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................
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:

5th July, 2011
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

Security Measures

AIRPORT MEASURES
Task 1

Check the guide to biometric technology on the bbc site:

http://news.bbc.co.uk/2/shared/spl/hi/guides/456900/456993/html/default.stm

and brifly summarise in 30-40 words what biometrics is.

Task 2

Choose 3 of the measures listed, research them on the internet and write a short description of how they work and what they are used for.

surveillance cameras

sniffer dogs

security patrols

x-ray machines

full-body scanners

Regards,

RV

Crash Of The Century

Tenerife disaster

(KLM Flight 4805 and Pan Am Flight 1736)

Read:

Tenerife Airport Disaster

Watch:

Flight KLM 4805 & Pan Am 1736 (Crash of the Century) - 1/9

Flight KLM 4805 & Pan Am 1736 (Crash of the Century) - 2/9

Flight KLM 4805 & Pan Am 1736 (Crash of the Century) - 3/9

Flight KLM 4805 & Pan Am 1736 (Crash of the Century) - 4/9

Flight KLM 4805 & Pan Am 1736 (Crash of the Century) - 5/9

Flight KLM 4805 & Pan Am 1736 (Crash of the Century) - 6/9

Flight KLM 4805 & Pan Am 1736 (Crash of the Century) - 7/9

Flight KLM 4805 & Pan Am 1736 (Crash of the Century) - 8/9

Flight KLM 4805 & Pan Am 1736 (Crash of the Century) - 9/9

Enjoy..

Revision Questions Week 7

Hello,

Here are the revision questions for this week.

1. Why is customer service important in the aviation industry?
2. List 5 rules of good customer service. Comment on them.
3. What are the qualities of a good customer service representative?
4. How can you book and purchase a ticket? Explain the steps of booking online.
5. What is electronic ticketing and when did it become mandatory for IATA airlines?
6. What is PNR? What is the common word for PNR?
7. What information does a ticket contain?
8. What is check-in? List some types of check-in and discuss the advantages of one.
9. Where does the baggage handling system start and where does it finish?
10. What is crucial for an efficient baggage handling system?
11. Where do the bags of departing/ transferring/ arriving passengers move from to?


Have a nice weekend.


Hope you do well on Sunday!


Kind regards,
RV

The Importance of Airport Security

Airports and airlines are attractive targets for terrorism and other acts of crime. Large number of people pass through airports, which means there is a large concentration of people in a small area. At the same time airliners like AIRBUS A380 can carry more than 500 passengers on board, so any attempt to blow up the plane has the potential to produce a high mortality rate.

On the other hand, incidents involving aircraft attract huge media interest, which can be used by the terrorists to publicise their cause and instill fear. A hijacked plane is a sort of 'flying bomb", explosive devices can be hidden in checked luggage causing the death of hundreds of innocent people.

Find information on the net about some of the incidents involving aircraft that have changed the way airport security is viewed today.



9/11
1. Which incident does 9/11 refer to? Describe briefly the incident.
2. What was the lethality rate (how many people were killed)?
3. How mant hijackers were involved?
4. Who took responsibility for the attack?
5. What new security measures were put in place as a result?

25/12/2009

1. What happened on Northwest Airline Flight 253 on Christmas day, 2009?
2. What security measures were introduced at some airports as a result?

Find about the shoe bomb incident or other notable security incidents that led to the tightening of the security measures at airports.

WRITING TASK: Discuss the question:
Why is airport security important for passengers and for the airport?

Write an answer in 100-150 words.

Regards,
RV

Baggage Handling

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 at least 70words that will reassure her.

The Journey of a Suitcase

Hello,

Here is an excellent interactive site that explains what happens to a bag after it is checked-in or in other words:

THE JOURNEY OF A SUITCASE

http://www.jetfriends.com/jetfriends2/teens/lufthansa_koffer/_/1

or
http://www.jetfriends.com/jetfriends2/kids/


Take notes and then explain to your classmates how the baggage handling system works.


Write a short summary of how the system works.


Regards,


RV