Lesikar's Business Communication: Connecting in a Digital World 13th Edition by Kathryn Rentz,Paula Lentz

Exercise 39

What a complicated complaint from Carla Reyes! (See case #13.) You certainly see how the situation must look from her point of view. For reasons beyond her control, she missed the outbound flight that she'd paid for, and then, because the airline didn't have a crew, she missed her second flight and had to pay for a rental car-all of this after waiting nearly nine hours in an airport for her second flight.
Unfortunately, your hands are tied. The ticket receipt does clearly state that tickets are not refundable because air travel is sometimes affected by factors beyond the control of Cross Country Airlines. Cross Country Travel reimburses the cost of a missed flight only if the airline has made an error it could have avoided, if the passenger has a documented medical emergency, or if the passenger has paid a $150 flight insurance fee. And you never reimburse a rental vehicle-renting a vehicle is the customer's choice. Though you can understand Carla's desire to get home for her grandfather's birthday, the truth is that Cross Country Airlines did all it could to get people on flights. You simply are not allowed to give refunds in such cases. However, you are allowed to give a coupon toward the customer's next flight with you.
Respond to Ms. Reyes's complaint, trying to the best of your ability to restore good relations with her.