13 December 2005 - Your Template, Sir
Dear Mr. Gemsbok
Thank you for your e-mail, dated 12 December 2005. I would like to start by apologising for the poor impression you were left with of our airline when your baggage was not on the same flight as yourself. This is certainly not the kind of impression we want to leave with our valued customers.
Our staff at South African Airways have been specifically selected and trained to create a premium staff pool and we apologize that this is not the positive experience you enjoyed when making enquiries at our Cape Town Lost Property Office. Your inter-action with our staff should always be an impressionable memory not to be forgotten.
For us to be able to resolve the issues as stated in your mail, please advice what your expectations from South African Airways are. I appreciate the fact that you brought this matter to our attention and for granting us the opportunity to advise you of South African Airways' position. I can only ask from you to provide South African Airways with an opportunity to show that we do care for our customers.
Regards
Nthabiseng Motuba