Is this formal letter of apology correct?

Mr. John Richman

10 hollybrook road

Henford

HN37PP

02 march, 2010



Dear, Mr. Jackie

I Ms. Safae Karim -Customer Relation Manager on behalf of my company Sunsearchers Holiday sincerely apologies to you. We are very sorry to hear that the holiday organised by Sunsearchers Holidays, did not match your expectations.



Obviously the fact that the flight was overbooked was regrettable, but certainly not due to any disorganization on behalf of us. Flight issues are often, sadly, a frustrating part of flying , and tend to happen with increasing frequency at peak times. We will make sure that the airport gets informed about the inconvenience of the check in lady’s behavior. As far as the flight is concerned, Airline passenger complaints should be dealt with immediately. For this matter, we will do our best to make sure than the airline company work on the issue.

The overbooking problem at the airport is probably the reason why you did not find a Sunshiner representative. However, although this is an explanation, it is not an excuse, because you absolutely should have been helped, and alternative arrangements should have been made while arriving. Sunshine Holidays deeply regrets the inconvenience you suffered through not being met at the airport as expected. We will certainly look into the matter to make sure that it does not happen again.

As regards the facilities at the hotel, please rest assured that we will ask the hotel for explanation. The food is supposed to be typical of that region. It does not have great variety, but should be good quality. When our staff went to check out the hotel before recommending it to customers, they found the food adequate.

Your satisfaction is our priority and we do appreciate your custom, so once again, please accept our apologies for the inconvenience that you suffered. Enclosed you will find a discount voucher for your next holiday with our company. Thank you so much for bringing these things to our attention so that we can continually improve our service. With the hope that you will grant us the opportunity to prove there are better experiences to have with us.



Yours sincerely,

Mrs. Safae Karim

Customer Relation Manager-Sunsearchers Holiday

14 Picadilly Circus



London



W1 3EE