Practice Quiz 36 | B2 – Upper-Intermediate

refer to the following form and e-mails. 

PASSENGER INFORMATION
Name: Sheila Eberle
Nationality: American
Frequent Flyer Number: P20524F423
E-mail Address: [email protected]

FLIGHT INFORMATION
Booking Reference: CRQ56LH
Date of Travel: December 10
Flight Number: WA823
Flight Class: Economy

FEEDBACK
Comments, Complaints, or Questions

The quality of the food served on my flight was questionable. It had obviously not been properly stored, and I could tell that it wasn’t safe to eat. I spent the flight hungry because I didn’t want to get sick from spoiled food. I expressed my concern to one of the cabin crew members, who told me to fill out this form online.
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To: Sheila Eberle (eberle@ymaiLorg)
From: Stephen Joyce ([email protected])
Date: December 15
Subject: Your recent flight

Dear Ms. Eberle,

I received the feedback form that you submitted online. I have also spoken with one of our employees, Neil Sprenger, whom you discussed your concerns with. I sincerely apologize for the service you received. We take great pride in the care that we give to our passengers, and we want all travelers to enjoy flying with us.

Therefore, to make up for your negative flight experience, Windsor Airlines would like to provide you with a complimentary business-class ticket to anywhere in the United States. I hope you will find this to be reasonable compensation for the trouble you had on our plane. You can redeem this free ticket anytime within the next twelve months by caling our customer service center and emoting the code F9T4.

I trust that your next flight with Windsor Airlines will be much more satisfying for yen.

Sincerely,
Stephen Joyce
Customer Relations, Windsor Airlines
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E-MAIL MESSAGE

To: Stephen Joyce
From: Sheila Eberle
Date: December 20
Subject: RE: Your recent flight

Dear Mr. Joyce:

Thank you for your e-mail. It was a pleasant surprise, as I wasn't expecting to receive a response so quickly. I appreciate your willingness to address the complaints I had regarding my recent flight on Windsor Airlines. Your offer sounds like a reasonable solution, and I will take advantage of it soon. In fact, I have a work conference coming up in Memphis next month. I will be sure to use the code you provided when I book this flight.

I see why your airline has a reputation for good customer service. However, I do hope you will also look into the food storage practices you use on your planes to ensure that a similar situation does not occur in the future.

Best,
Sheila Eberle

In the second e-mail, the word “practices” in paragraph 2 is closest in meaning to