I think you did a good job of addressing the customer and using the right tone. You come across as someone who is very genuine and really cares about the customer. You have included a good amount of information to describe why a situation like this happened in the first place and what is being done to correct it. However, I don’t believe how you were specifically going to deal with this particular customer’s situation. Is jetBlue going to offer any kind of ticket vouchers or refunds? Also, I would be sure to pay attention to conciseness, it sounds like you are over explaining somethings.
Overall I think you did a wonderful job of telling what happened and the steps you are going to consequently take to fix the situation. On the other hand, I think your apology is just a little bit too general. I feel that you should specifically address one or two audiences instead of issuing a general apology that many may percieve as "fake". One other suggestion I have is that maybe you should explain the situation in one paragraph instead of partially in both the first and second paragraphs to focus your ideas and help make them more concise. I particularly liked your explanation of the Customer Bill of Rights because I feel that the reader would really believe that this could be the solution she is looking for. Great job on your letter!
Comments
Feedback
I think you did a good job of addressing the customer and using the right tone. You come across as someone who is very genuine and really cares about the customer. You have included a good amount of information to describe why a situation like this happened in the first place and what is being done to correct it. However, I don’t believe how you were specifically going to deal with this particular customer’s situation. Is jetBlue going to offer any kind of ticket vouchers or refunds? Also, I would be sure to pay attention to conciseness, it sounds like you are over explaining somethings.
Letter Response
Overall I think you did a wonderful job of telling what happened and the steps you are going to consequently take to fix the situation. On the other hand, I think your apology is just a little bit too general. I feel that you should specifically address one or two audiences instead of issuing a general apology that many may percieve as "fake". One other suggestion I have is that maybe you should explain the situation in one paragraph instead of partially in both the first and second paragraphs to focus your ideas and help make them more concise. I particularly liked your explanation of the Customer Bill of Rights because I feel that the reader would really believe that this could be the solution she is looking for. Great job on your letter!