旅行团投诉信英文

October 1, 2004Mr. Shawn GrayPresidentGray Travel Agency111 Main StreetWarren, PA 42111Dear Mr. Gray,After successfully using your agency for many years, I recently experienced a terrible problem. I am writing to obtain compensation for a huge mistake for which I believe your firm is responsible. On September 1, 2000, I used Gray Travel to book my honeymoon trip to Hawaii. Your agent, Carla Drysdale, made all of the arrangements for us. She booked my husband and I on the American Airlines flight to Honolulu (Flight 444) on September 14, which was scheduled to arrive at 6 am on the morning of September 15. Our timely arrival was essential, as we were scheduled to participate in a tour group which began its journey on the afternoon of September 15. Upon our arrival at the San Francisco Airport, we discovered that our reservations had not been confirmed and the airline had overbooked the flight. Sadly, we were unable to get seats on the plane, which was the last American Airlines flight to Hawaii that day. We were reluctant to book seats on another airline, as we had already paid for this trip in full, using a Visa card (account # 0021). Our card was charged, yet we had no flight. Unfortunately, our credit limit was inadequate to book a different flight on another airline.The bottom-line: we missed our flight to Hawaii, along with our tour group's departure in Honolulu. Instead of lying on a tranquil beach, we spent our first married days in the Airport Hilton in San Franciso, trying to sort out this mess. We were unable to speak with Ms. Drysdale until Monday, September 16, which was two days after our scheduled departure. She was extremely apologetic, but could not explain what had caused the problem. She was unable to book us on an alternative flight to Hawaii on such short notice, but did offer to clear our credit card of all charges. She offered us no further explanations or compensation.My husband and I are both livid. We planned this trip for over a year and were excited about visiting Hawaii on our honeymoon. Ms. Drysdales's mistake cost us our once-in-a-lifetime chance to fulfill a significant personal dream. In fact, we not only msised the trip; we are still fighting to recover our deposits at the hotel in Honolulu!Because your agency caused the problems, we expect you to work with us to obtain a satisfactory resolution. Specfiically, we expect you to:1) Verify that our Visa card has been credited for the $4539 we paid for the aborted honeymoon trip2) Reimburse us for the $560 in deposits we are unable to recover from the Honolulu Sheraton Islander Hotel3) Reimburse us for the two nights we spent stranded at the San Francisco Airport Hilton ($347)4) Provide us with two first class round-trip tickets on a flight to Hawaii which will be good for the next calendar year (dates of travel to be our choice)Your agency can't give us back our wedding trip, but we expect you to provide a future trip comparable to the one we were denied because of your booking mistake. We also expect a full apology from Ms. Drysdale and assurance that she takes responsibility for her error. From our experience, this situation was a dramatic letdown from the superlative service that we usually receive from Gray Travel. In fact, we have always been loyal to your firm because of the exemplary treatment we have received from you and your attentive staff. We suggest that you coach Ms. Drysdale in proper booking procedures and in customer relations. Her behavior does not reflect positively on Gray Travel.Please call me before October 15 with confirmation that our requests will be honored. If I don't hear from you, I will report you to the appropriate regulatory agencies in California and Hawaii. Sincerely,Jane Myers111 Walnut StreetAvondale, PA 43211717-555-7777