Emails: Replying to a complaint to a travel company

Read this reply from the Customer Service Team Leader of Fly By Night Tours to a dissatisfied customer…

Re: Problems with Scottish Highlands holiday

Dear Mr Wendell,

Thank you very much for your email. On behalf of Fly By Night Tours, I would like to offer my sincere apologies for the inconvenience you experienced. I am also very sorry that you were less than 100% satisfied with your holiday. At Fly By Night Tours we take all customer feedback very seriously and in your case it would appear that we took our eye off the ball. Please accept my apologies.

With regard to your airport transfer, I have made enquiries and it appears that there was a mix-up at the airport. A car was sent to pick up you and your wife and it seems that the driver went to the wrong terminal. I am sorry that you had to use the Express Shuttle Service to the hotel.

As for the hotel itself, the holiday you booked does actually include accommodation at the Trossachs Dreams hotel, which is a three star hotel. However, it appears that the wrong photograph was used in the brochure. The property shown is actually the Highland House International, which is a four star hotel. Again, I apologise for this.

Regarding your board, it appears that the hotel was in error. You should indeed have had full board and I have personally forwarded your complaint to the hotel to ensure that this situation is not repeated.

Thank you for the very clear and detailed breakdown of your expenses. I have reviewed these and have authorised a full re-imbursement for your unexpected costs.

In addition, I am sending you a voucher worth £100 off the cost of your next Fly By Night Tours holiday. This may be used with any of our holidays, apart from the Super Summer Saver range of tours.

I apologise for the failure of communication on the part of our Customer Service Team. During the period that you contacted us were extremely short-staffed and I myself was out of the office on the day you called.

At Fly By Night Tours we pride ourselves on our reputation for providing excellent value for money and we always take any negative feedback from our customers very seriously. I hope that your unfortunate experience will not deter your from choosing Fly By Night in the future.

Once again, please accept my apologies. We let you down. I hope that our response will go some way to restoring your confidence in out company.

If you have any further queries or require any additional information regarding our complete range of tours and holidays, please do not hesitate to contact me or a representative from our Sales and Customer Service Teams.

Thank you for your understanding in this unfortunate matter.

Yours sincerely,
Barry Jenkins,
Customer Service Team Leader
Fly By Night Tours


Home Forums Emails: Replying to a complaint to a travel company

This topic contains 5 replies, has 3 voices, and was last updated by LauraDudu LauraDudu 11 months, 1 week ago.

Viewing 5 posts - 1 through 5 (of 5 total)
  • Author
  • #1912

    I’m really enjoyed your article! Can you suggest me some ways of asking a refund please?

    Alessandra 😃


    Hi Alessandra!

    Thanks for your question!

    OK, there are a lot of different ways that you can ask for a refund. (For people who don’t know, a refund is the money you get back from a company if you’re not happy with goods or services.)

    In the original email, where the customer complains about their holiday to a travel company, the writer used a number of expressions asking for their money back:

    “Consequently, I believe that I am entitled to an apology at the very least and also a refund for the additional costs I have incurred.”

    If you say that you are “entitled to a refund” it means that the company should give you your money back.

    “I very much hope that you will respond to my concerns quickly with a full explanation and compensation for the additional costs, as detailed in the attached Word document.”

    Here, you’ve got the expression “compensation for the additional costs”.

    In the reply from the Customer Service Team Leader, you can see the word “reimbursement”:

    “I have reviewed these and have authorised a full reimbursement for your unexpected costs.”

    If you reimburse someone it means you give them their money back.

    There are some other expressions we use in English when you want someone to give you something as a recompense or compensation:

    You can say to “make up for something” (although this is not usually for money):

    Jim bought us dinner to make up for not being at the project launch.

    If you are “out of pocket” it means you have lost money because of someone else’s actions:

    “I had to pay the electrician to fix the lights in the room we rented for the workshop. I’m now £70 out of pocket.”

    Of course, there are also lots of informal expressions that mean “to pay”:

    to stump up (informal) = to pay for something reluctantly

    to shell out (slang) = to pay

    The American English expression “to spring for something” means to pay for it:

    “Come and see me tomorrow to talk about my film proposal. I’ll spring for coffee!”


    Hope you find this useful, Alessandra!

    Thanks for your question. Please feel free to ask another one any time!


    Best wishes,
    Robert 🙂

    P.S. You could rephrase your question as follows:

    “I really enjoyed your article! Can you suggest some ways of asking for a refund please?”






    • This reply was modified 12 months ago by RobertD RobertD.

    Oh wow! 🤗

    thank you so much Robert for your replay. I try to learn all these expressions.

    Alessandra ☺️


    You’re welcome, Alessandra! Glad you enjoyed my reply and that you’ll learn all the phrases!


    Robert 🙂



    Hi Robert,

    Your link is obsolete… I really want to read it !

Viewing 5 posts - 1 through 5 (of 5 total)

You must be logged in to reply to this topic.