From Individual to Travel Agency or Service Bureau

Request travel agency trip planning

From customer to travel agency

Thank you for your time on the phone today. As we discussed, my wife and I are interested in a trip to the Mediterranean this spring.

We have three weeks available for the trip, and have tentatively chosen the period from May 1 to May 22. We can adjust our schedules to be able to travel as much as three days earlier or later if a better price or better arrangements are available.

We would like to visit the following places, spending about four or five days at each stop: Rome, Florence, Valletta, and Paris. It does not matter to us in which order we visit these places; please make your recommendation based on the best available airfares and hotels.

I noticed an advertisement from the Malta visitor’s bureau about a special archeological tour that is available from Valletta on May 10 and 11. We would like to include that excursion as part of our trip. I’ve enclosed a copy of the ad.

I look forward to hearing from you with details.

Hiring translator and guide for trip

From customer to tour agency

Thank you for your offer of translation and guide service on my upcoming trip to Shanghai. I have electronically attached to this e-mail a copy of my schedule in China.

I accept your offer of pick-up service at the airport and transportation to my hotel on September 5; my flight from Beijing is due to arrive at 3 P.M.

On September 6 and 7 your service will provide a car and guide for tours to Yangshuo and Guilin, and on September 8 you will provide transportation from our hotel to the airport in Shanghai.

Please confirm the details of this schedule and the cost for all services and method of payment for the deposit.

Thank you.

Making adjustments to vacation plans

From customer to travel agency

We have received your proposed schedule for our trip to Italy and Malta in May. The plans generally look fine; we would like to make a few adjustments.

On the basis of our own research, we have found that the museums in much of Europe are closed on Mondays; we would like to adjust the trip dates so that we travel on Monday whenever possible.

Please send a revised itinerary.

Request travel insurance

From customer to travel agency

Thank you for your assistance in planning our upcoming trip to the Mediterranean.

I would like to find out about the availability of trip cancellation and emergency medical insurance for our travels.

We need to cover only the nonrefundable portions of airline and hotel reservations, and we would like to purchase a secondary medical insurance policy that would provide protection for expenses, including emergency repatriation, that are not included in our standard medical plan.

Please also provide information about insurance plans that would cover us for a full year and multiple trips, rather than an individual policy that applies only to this upcoming trip.

Complaint about the quality of the hotel

From customer to travel agency

Thank you for your assistance in planning our recent trip to Tibet. We enjoyed our travel very much.

However, I do need to tell you that one of the hotels you booked for us—the Happy Golden Fortune in Shanghai—was a great disappointment. This was listed in your itinerary as a four-star lodging and it was described as “recently renovated rooms, in a location within walking distance of the Bund.”

This hotel was in no way a luxury hotel, and if there has been any renovation of rooms, the three we saw were certainly not included. The quality of this hotel was well below that of any place we have stayed in recent years and significantly worse than the two- and three-star hotels you arranged for us in other cities on this trip. We asked the front desk to give us a better room, and after considerable resistance we were eventually shown two other rooms which were in even worse repair. And as far as the distance to the Bund, someone somewhere may consider 10 miles to be walking distance, but not us.

I feel that we are owed a credit for the cost of our four-night stay at this hotel.

Asking credit for service not provided

From customer to travel agency

We have just returned from our cruise from London to Barbados. The trip was one of the best we have taken; thank you for your help in making arrangements.

However, we did experience one problem with the prepaid transportation that was included in the package. On arrival at Heathrow Airport we were supposed to have been picked up by a car and driver for transportation to the cruise ship in Southampton. According to the documents you provided, the Black Watch Cab Company was supposed to be waiting for us at the exit from the customs hall at 8 A.M. on October 5.

Our plane was on time and we got through customs exactly as planned. But there was no representative of Black Watch at the exit. We waited for nearly an hour and then finally we decided we had no choice but to hire a taxi to drive us to the dock; if we had waited much longer we would have been in danger of missing the departure of our cruise.

The cost of the taxi was 100 pounds, or approximately $200.

Our prepaid transfer, arranged through your travel agency, cost $150.

I feel that we are owed a refund of the $200 in out-of-pocket expenses for the taxi we hired. I look forward to hearing from you on this matter.

Response to offer of credit for service not provided

From customer to travel agency

I have received your letter in which you responded to my complaint about a prepaid transfer that was not provided on our recent trip to London.

Our out-of-pocket expense for a taxi from Heathrow Airport to the docks in Southampton was $200. Your offer of reimbursement for our prepaid transfer was $150.

I feel that your agency should take responsibility for all services and reservations it makes on behalf of a client. We signed a contract for the trip, and one of the elements of the contract was not delivered.

I realize that $50 is not a huge amount of additional cost for us, but as a matter of principal we feel that we should not have had to pay more than the amount in the contract we signed. I hope you will reconsider your decision and that we will be able to continue to do business with your company.

E-mail requesting assistance in making changes to schedule

From customer to travel agency

I am currently in Rome on a trip booked through your agency. Because of an unexpected family emergency, I need to come back home about a week ahead of schedule.

My current itinerary calls for me to fly five days from now, on May 14, from Rome to Athens to spend a week in Greece.

Can you please change my reservations so that I can fly directly from Rome to New York and on to Lumbertown on May 14? Please also cancel hotel, excursion, and car rental reservations made for Greece.

I would appreciate it if you can handle this change in my schedule by response to this e-mail. Because of the time difference and my schedule it will be difficult for me to call you on the telephone for the next forty-eight hours. If you need to call me, you can try to reach me at the Grande Termini Hotel; the best time to reach me would be between 7 and 9 P.M. Rome time, about noon to 2 P.M. your time.

Thank you for your assistance.

From Individual to Airline

Requesting posting of frequent flyer miles

From individual to airline

Regarding Frequent Flyer Club Account Number: 100020200

Enclosed please find copies of four boarding passes for flights on AmericaUSNational Airlines for posting to my frequent flyer club account. These flights have not shown up on the last two month’s statements.

Complaining about airline service

From individual to airline

I just returned from a flight on AmericaUSNational Airlines (Flight #328 from Circleville to Eumo-nia) on May 5, 2008. I am very dissatisfied with the service I received.

The flight was delayed at least six different times and did not depart until 6 P.M., four hours after its scheduled time. We were not given any explanation by the agent at the gate; her name tag was “Brenda.” The weather was not a factor; it was a beautiful, clear day and all of the other airlines were flying on time.

Once we were on board the plane, we learned from the flight attendant that the reason for the delay was the fact that there were too few tickets sold for the 6 P.M. flight, and the airline had decided to combine the 2 P.M. and 6 P.M. passengers on one plane.

I find this explanation to be completely unacceptable. Your passengers have meetings and appointments and we have purchased tickets based on your published schedule. The fact that a particular flight is not profitable for you is a problem you should address after you have successfully delivered your passengers.

Documenting baggage loss or damage on airline

From individual to airline

Regarding claim # AJ347987

Enclosed is a list of the contents and replacement value of the contents of my suitcase that was lost by AmericaUSNational Airlines on Flight #328 on May 5, 2008. I have included a copy of the purchase receipts for several of the most costly items, including a new business suit and several pieces of electronic equipment.

According to your claims office, I can expect to receive payment for the suitcase and its contents within thirty days. Please keep me advised of the progress of my claim.

Complimenting service on airline

From individual to airline

Your new commuter jets on the Eumonia to Circleville route are a tremendous improvement to the quality of your service. We finally have first class service (at a reasonable price).

I hope you have great success with this enhancement of local service; I will recommend these new flights on your airline to all of my business acquaintances and friends.

Complimenting member of airline staff

From individual to airline

I wanted to let you know that one of your flight attendants, Mary Englund, went out of her way to assist me on a recent flight. I was returning to Eumonia from an overseas trip, and I was not feeling well.

Ms. Englund helped open a row of seats for me, collected blankets and pillows, and regularly checked on me throughout the flight. And on arrival, she arranged for a wheelchair and a special escort from the plane to the airport exit where my family was waiting.

I am aware of the fact that airlines help passengers whenever they can, but they usually require advance notice. Ms. Englund’s uncommon level of courtesy was much more than I could have reasonably expected.

From Individual to Travel Service Provider

Seeking confirmation of hotel reservation

From individual to hotel

Please confirm receipt of my reservation deposit for a double room at your hotel, with arrival on Sunday, June 3, 2007 and departure on Tuesday, June 5. The confirmation code I received when I called was AEIOU07; I do not see a charge on my credit card account for the reservation and have not received any confirmation by e-mail or postal mail.

Cancelling hotel reservation and requesting confirmation

From individual to hotel

Please cancel reservation AEIOU07, in the name of Shepherd, for arrival on June 3, 2007. I would appreciate confirmation of the cancellation of this reservation and the refund of the deposit you hold.

Thank you.

Requesting verification of cancellation, requesting refund

From individual to hotel

Please confirm receipt of the cancellation for reservation AEIOU07, in the name of Shepherd, for arrival on June 3, 2007. I sent an e-mail cancelling this reservation on May 1, but have not received confirmation.

According to your posted reservation policies, cancellations made more than ten days before planned arrival date receive 100 percent refund of deposit. I have checked with my credit card company and as of this date no such refund has been given by your hotel.

Commending employee for special effort

From customer to hotel

I just returned from a vacation trip to Denver, staying at your hotel for four nights beginning May 5.

I want to let you know about the exceptional service provided by your concierge, Maria Maldonado. Soon after arrival I became ill, and Ms. Maldonado helped arrange for a doctor’s call to my room and the delivery of prescription drugs from a pharmacy; over the next few days she checked in on me regularly, arranging for special room service and coordinating with the housekeeping department so that I was able to recuperate as best I could.

Ms. Maldonado went far beyond the ordinary in assisting me, and I am deeply appreciative.

Request to hotel for duplicate receipt

From individual to travel provider

I stayed at your hotel from August 29 to 31, 2007. When I returned home I was unable to find my copy of the receipt; would you please generate a new receipt and mail it to me at the address on this letter?

Thank you.

To auto rental company documenting insurance claim

Documenting insurance claim

Regarding rental agreement number MAR08-20849793US

Enclosed is a list of items stolen from my rental vehicle on March 8, 2008, along with replacement values for each. I have included receipts for my laptop computer and digital camera and estimates for lesser-valued items.

Under terms of the Theft and Breakage Insurance I purchased for the above-listed rental, I am requesting a total of $3,235 in reimbursement.

Please confirm receipt of this claim and advise me of the status of payment.