Claim Denial: She Wants Reimbursement for Her Eyeglasses. American Southern Airline (ASA) had an unhappy customer. Annette Parker flew from New York…

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 city 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 in the cabins.


As a staff member of the customer service relations department of American Southern Airline, deny the customer’s claim but retain her goodwill using techniques learned in Chapter 9. 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 Mrs. Annette Parker, 3560 Veteran Avenue, Santa Monica, CA 90401.

Write this letter using Modified Block style.  In modified block style, the date is centered or aligned with the complimentary close and the signature block. These are all at the center of the page. There is a colon after the salutation and a comma after the complimentary close.

As you write the explanation section of the message, be sure to let the reader know that her claim was taken seriously by describing what was done to resolve her dissatisfaction with losing her eyeglasses. Avoid the “it’s our policy” rationale, for this approach fails to help the customer understand why your decision is to refuse her request for reimbursement. Make sure to include company address, the date, inside address, subject line, greeting, and signature block. Create any information necessary for the letter such as an address.

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