Hotat Pf"obtart'l

into the Excelsior Hotel.

Last Thursday, I checked and
me I had been upgraded
The receptionist told there
16'" floor. Well, l
stayed
my room was on the
asked to move to anot
her Three 1110l1ths ago
I travel led to Atl .
for an hour or so, then ama, Georgia . Two
room had no safe for
my of Ju ggaoeo didn', �rrl· v e . pieces
I reported Ihe loss
room. The 'upgraded' t0 Ile
. .
fi
prom ised 10 nd the aJrllll e. They
'
there I
bags and send Ih.
was very bad. Also,
moneY, and the lighti ng em to me Some
was a group of noisy
people next door.
1
�:� � : � � :�� �� �� �
I t h
� l fi YO l
r I
' e cOll l� n'l find
Ihe bags and aS ke
week
�
I , dldn l hea� from
The new room was no
bette r. I could n't take
monlh, Ihen Ihey aske Ihem 1'01 another
d m�. I0 send receip
ts for aJJ the missino
four
there was no water for anicles . I didn 't h ave
a shower becau se receipts for the lost
items .
0
ne didn't work, the Ice
hours . The coffe e machi It's Ihree months
and the desk was too .
I ater, and sl l. l i no news
machi ne was out of order from the air . r me. My
e-mal l s and 'cUefs "
e actio n, get no response.
receptionist to get som The alrlme has recen
small. I called the merged with anolhe
, tly
r company and I .
. IS
busy to do anyth·mg. wond er If · Ihls part
but she seem ed too Ihe problem. Can ' of
can you help?
up to standa rd. What
This hotel simply isn't
me?
you do about it for

CGtr R.entGtI Ftob lem

The rental office at the airport couldn' t give me the car I a flight to MoscOW, but the
flight
had I wa s on
reserved. It was in the medium price runge at $250 a week. was diverted to Helsinki bec
aus e of bad
Inslead, they offered me a choice: weather.There was a lot
of con fus ion at
sen t all the
a smaller car, which was uncomfortable �U1d had a small Helsinki because the airl ine
trunk; sam e hot el for the night.
a bigger car for an extra $20 a day.
•

passenger s to the
e very aggressive
Some passengers becam
•

I was expecting a free upgrade, but the clerk on Ihe desk m. I had to share
refused 10 when they tried to get a roo
do Ihat. His attitude was 'take i l or leave it . So I hired Ihe senger. The hotel
' bigger car. a room with another pas
When Ihe company billed me, I ended up paying $490 for their r�oms.
Ihe car. made all passengers pay for
to walt SIX hours
The next morning, we had
ht to MoscoW.
in a cold terminal for the flig

16 The airl ine would n't pay

for our hotel
circ umstances were
expenses. They said the
k we should be
'beyond their control'. I thin
onv enience.
Work in groups of four. One of you is BTS's Account
inc
compensated for all the
Manager, the other three are travel consultants who work
with the Account Manager.

1 Ea c h member of the group (Account Ma na ger/lrave l

consultants) reads one o f the problems above and Writing
makes notes about it. As the Account Manager for BTS, write
an e-mail to NeoTech's Head of Travel,
2 Each person summarises the problem for h i s / h e r
apologising for the inconvenience. Offer
colleagues, and answers any q u esti on s they may have .
some compensation and explain what
3 After each summary, the groups discuss the following: steps BTS has taken to make sure a
similar problem does not happen again.
• Did the executive in each case deal with the
problem effectively? Why? / Why not? c::l Writing file page 127
• What can 8T5 do to help to solve the problem?
• What is the best solution for each executive? What,
Watch the Case study
i f anything, should he/she hope to get from the
commentary on the �
company concerned? OVO-ROM_ W
21