December 4, 2014

Dear 박 선생님:

It is always good to hear from our customers -- even if the feedback is negative. Your comments, while disappointing, remind us of the importance of providing our customers with the best service possible, at every opportunity.

Since you didn't arrive as scheduled, it's easy to understand why you are upset. We know how important it is for our customers to rely on the on-time departure of our flights and we will continue our intense efforts to improve this record.

We regard every single customer contact as a welcome opportunity to improve. Your comments serve as a reminder that our responsibility to our customers to provide quality service is a major priority, one that we can't overlook. In appreciation for your constructive criticism and in an effort to make amends, we've added 15,000 bonus miles to your AAdvantage® account. This mileage adjustment will be reflected in your account very soon.

Again, Mr. Park, we are sorry we disappointed you. We hope you'll give us the chance to do a better job the next time you travel with us.

Sincerely,

글쓴이

Customer Relations

American Airlines