Band 9: You recently missed a flight. You think this was the fault of the airlines. Write a letter to the airlines. In your letter - Explain why you believe the airlines was at fault - Describe the impact of this had on your journey - Say what you want the airlines to do.

Dear Sir or Madam,

I am writing regarding missing a flight on your airline because of your airport crew’s negligence.

I arrived at the airport early and had checked in, too. As the flight was delayed by an hour, the crew asked me to wait in the business lounge and assured me that they would announce when the flight boarding started. Unfortunately, despite being told that the flight was delayed by an hour, it departed on time, with me sitting in the lounge.

When I went to the gate after an hour, I was shouted at by your airline crew for missing the flight.

They also threatened to call the police and have me arrested. They removed my bag from the flight and escorted me outside of the airport. I had to book another ticket at a higher cost, and I also missed my important meeting.

I recommend that you display correct information about the flight on the screens at your facilities and train your team to accept responsibility for the mistake they made rather than blaming the customer. I understand that everyone makes mistakes, but law enforcement officers should only be involved in extreme circumstances.

Yours Faithfully,

Ken