Dear Ms. Pagaspas:
We apologize for the untoward experience you had during your travel. All members of our staff are required to conduct business with utmost courtesy, professionalism and efficiency at all times. Anything less is unacceptable. We regret to learn that you did not find this to be the case. Please be assured however, that your e-mail was forwarded to the concerned Division Head for appropriate handling.
Again, we would like to reiterate our regret for the unfortunate incident. We appreciate your gift of feedback and welcome every opportunity for service improvements. Thank you!
GERRY C. GO
Customer Care Analyst