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Business Letter

531 Pacific Lane

Phoenix, Arizona 53812

5 South West Avenue

Yuma, Arizona 16739

Dear Mr. Green,
On behalf of the StarTravel Agency I would like to express my deepest apology for the situation which has happened during the latest scheduled Grand Canyon Bus Tour. This is the first time such inconvenience takes place in our business. We are a company with 25 year experience and received hundreds of positive reviews from clients who traveled with us all around the world.
One of our Sales Department representatives failed to update the database on time and ticket which has been already sold kept showing in the system as available, therefore, was sold twice. StarTravel representative found out that another owner of the ticket booked it on January 7th and made the purchase a week later, while you contacted us on February 1st. Therefore, one of our managers decided that the person who was the last one to buy the tour pass should stay.
StarTravel Agency places blame for the damage on our team. You spent your time preparing for this trip on the particular day and scheduling your week. However, our mistake ruined your plans. Our company would like to offer you identical tour ticket so that you don't miss a chance to enjoy beautiful scenes and panoramas of Grand Canyon.
StarTravel Agency promises that such mistake will never happen in the future. High quality service is the highest priority for us, we care about every person who relies on our team and honors us to be part of their memories. Once again, we regret such mistake and would like to inform you that our Sales Department has already analyzed the situation and took measures to prevent such inconveniences in the future. In particular, Technical Department implemented set of updates which will help to prevent similar inaccuracies on a technical level.
In case you decide not to travel with us to Grand Canyon we promise to refund you full amount. We would also like to offer you free trip to San Diego Museum of Art on April 2nd and one time 20% discount applicable for any of your future trips. Please inform us about your decisions.
StarTravel Agency appreciates you as our customer and look forward to continue our cooperation. We open to any suggestions and comments on how to improve and hope that you will give us second chance to prove that we deserve to offer you our service.
Sincerely,

Jessica O'Connor

Executive Assistant