March 15, 2010

John Smith
1234 Fake Street
Vancouver, BC
V8R 747 Qantas Airways Limited
1050 El Segundo Drive
San Francisco, CA
91307

Attention: Customer Relations Department Dear Qantas Representative:

I am writing to express my dissatisfaction with the service I received on a recent trip completed on Qantas Airways. Upon my arrival in Honolulu, I was shocked to discover that my luggage had not arrived. In accordance with your lost luggage policy detailed on your website, I immediately contacted a Qantas representative in the airport to seek assistance. While I understood that the responsibility of the airline is limited to $100.00 for incidentals for a 24 hour period, I explained to Agent Jim Williamson that I had only four hours before I boarded a cruise that would not have another port stop for five days. Agent Jim stood firm that additional funds would not be given out until the bag had been missing for over 24 hours. I can appreciate that under normal circumstances a bag is located within 24 hours and delivered the next day but my problem was that there was no where to deliver my bag for five days and until then was I expected to wear the same clothes?

As a Qantas Frequent Flyer (#QF306780), and given the unique situation, I would have expected a much higher level of customer service from such a world class airline and am therefore looking for reimbursement for the clothing I had to purchase to ensure I would not have had any loss of enjoyment on my cruise.

Attached please find copies of my tickets and itinerary, plus receipts for $460.00 for toiletries and clothing and $100.00 for a tux rental.

I look forward to your favorable response.

Regards,

John Smith

c.c. Ann Jones – Manager, Roseway Travel,