Message for Analysis
Read the following message, then (1) analyze the strengths and weaknesses of each sentence
and (2) revise the message.
Rejecting Job Applications
Thank you for your recent application that has been unsuccessful in getting through the first
stage of the selection process. We know this will be disappointing and thank you for your effort
and interest, but, as you are no doubt aware, we receive many applications for every position
offered. Each application is looked at carefully and if there are any errors of spelling or grammar
in the covering letter the application is rejected so it is likely this was what happened with your
application.
You are welcome to apply for any future vacancies that may arise.
Restructuring the mail:
Thank you for your recent application. We were really happy to see that you applied to our organization.
But as know that a very high number of applicants have applied this year, the competition has been very
high. Due tour strict criteria and high number of applications received, we are sad to announce that your
application has not been selected for the further procedure. Although another candidate was hired for
the position, we wish you success in your continued search for employment.
You are welcome to apply for any future vacancies that may arise.
Claim Denial: Pricey Prescription Eyewear Left on Plane
Pakistan International Airlines (PIA) had an unhappy customer. Sanam Waheed flew from
Jedda, Saudia Arabia to Karachi, Pakistan. The flight stopped briefly at Dubai's International
Airport, where she got off the plane for half an hour. When she returned to her seat, her Rs.
65,000 prescription reading glasses were gone. She asked the flight attendant where the glasses
were, and the attendant said they probably were thrown away since the cleaning crew had
come in with big bags and tossed everything in them. Ms Waheed tried to locate the glasses
through the airline’s lost-and-found service, but she failed.
Then she wrote a strong letter to the airline demanding reimbursement for the loss. She felt
that it was obvious that she was returning to her seat. The airline, however, knows that an
overwhelming number of passengers arriving at hubs switch planes for their connecting flights.
The airline does not know who is returning. What’s more, flight attendants usually announce
that the plane is continuing to another destination and that passengers who are returning
should take their belongings. Cabin cleaning crews speed through planes removing newspapers,
magazines, leftover foods, and trash. Airlines feel no responsibility for personal items left in
cabins.
Your Task As a staff member of the Customer Relations Department of Pakistan International
Airlines, deny the customer’s claim but retain her goodwill using techniques learned in the
lecture. The airline never refunds cash, but it might consider travel vouchers for the value of
the glasses.
Remember that apologies cost nothing. Write a claim denial to Ms Sanam Waheed in a letter
format on 84S, Precinct 01, Glass Avenue, Bahria Town, Karachi or email her at
sanam.waheed09@[Link]
LETTER OF CLAIM DENIAL
Date: February 23, 2021
Ms. Sanam Waheed
84S, Precinct 01, Glass Avenue,
Bahria Town, Karachi.
Subject: Claim denial
Dear Ms. Sanam Waheed
On the behalf of Pakistan International Airlines (PIA), I would like to thank you to have travelled
with us. It is our utmost pleasure to serve our customers in the best way possible. We received
your letter of complaint regarding the loss of your Rs. 65000 prescription reading glasses. We
are really sorry that you had to go through such an inconvenience. I would like to apologize to
you for the inconvenience cause by this incidence at our airlines.
The purpose of this letter is to address your claim of reimbursement for the loss of your
precious glasses. Though we take pleasure in helping our customers in the best way possible, I
would like to apologize to you that it is against the Pakistan International Airline’s policy to
refund cash. As you said in your letter that you left your seat at Dubai International Airport for
some time between the flights. We would not be sure about what happened to your glasses as
the cleaning staff has to perform their task of cleaning the airplane in a hurry in such short
break between the flights.
To compensate your loss and inconvenience, I have enclosed a travel voucher worth Rs. 65000
with this letter that can be used in payments for Pakistan International Airlines tickets. I would
again like to extend our apologies for your inconvenience.
Please do not hesitate to contact me for any further information.
Best Regards,
Kanwal Mansoor
Customer Relations Department
Pakistan International Airlines (PIA)
