Dear Sir or Ma,
I hope this message finds you well. I am writing to express my dissatisfaction about my experience at the airport.
On the 20th of June, 2026. I had a flight to Gatwick at 2pm. Upon my arrival, the airport was really crowded more than usual. An announcement was made that the checking point has been change, 20 minutes before onboarding. As a first timer at the your airport I was unable to navigate the new terminal. I asked one of the attendant to please direct me, but she ignored me and said I should follow the crowd.
This act made me miss my flight, as I was lost at some point and got there after 30 minutes. This affected a business proposal I was going for and caused financial loss. Unfortunately, I could not reschedule my meeting and I was unable to get my refund because I was told it’s not enough reason. This really affected my mental state.
I will appreciate it, if there is a better communication about location change, also staffs should be assign to direct passenger to the right location.
I also believe that their should be a refresher trainings for staff on empathy, as this is vital when attending to customer.
I hope this issue is addressed and await a resolution on how to get my funds back.
Yours faithfully,
Ehuwa Mary.