Questions 186-190 refer to the following e-mails, and form.

To: Customer Service <cs@tailwiiidairlines.com>
From: Maggie Flowers <m.flo@fastmail.com>
Date: May 29
Subject: Compensation
Attachment: Rental receipt
Dear Customer Service,
On May 25,1 was scheduled to fly on Flight 535 from Cleveland to Pittsburgh. However, the flight was canceled due to mechanical problems. While at the airport, I was promised a flight voucher as compensation for the inconvenience. 1 never claimed it and would like to follow up now. Also, I'd like reimbursement for an incurred expense. I had a job interview to attend and could not wait until the following day. So, I rented a car and drove to my destination. I have attached a copy of the rental receipt in case you need it. I hope you can help me resolve this matter.
Sincerely,
Maggie Flowers

To: Maggie Flowers <m.flo@fastmail.com>
From: Customer service <cs@tailwindairlines.com>
Date: June 8
Attachment: reimbursement_form
Subject: Re: Compensation

Dear Ms. Flowers,
I am sorry to hear of your inconvenience. Let me correct the situation. First, our system indicates that you are entitled to the voucher. We normally tell customers that they will get it within four weeks. I apologize if our airline staff failed to convey this information properly at the time your flight was canceled. The voucher has been mailed and should arrive shortly. Second, all of the passengers on your flight were offered a night's stay at an airport hotel. Our policy states that we can reimburse a passenger with exceptional circumstances up to the price of the hotel stay. Your situation qualifies since the car rental amount was less than this cost. To proceed, complete the attached form and mail it to us along with your original receipt. If I can assist you further, please contact me again. Thank you for being a loyal, valued customer.

Yours Truly,
Paul Russell
Customer service representative

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