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Subject: Urgent Complaint Regarding Missed Flight and Inconvenience
Dear Customer Relations Team,
I am writing to express my extreme disappointment and frustration with the recent experience I encountered while attempting to board flight L092 from Beijing to Poland the to the United States on 2023.28.08 at 8:15 AM Beijing time. My reservation was under the name Robert, Faith Emma, and I was traveling with my 1-year-old daughter and 9-year-old son, both of whom are American citizens. I wish to bring to your attention the series of unfortunate events that transpired, resulting in missed flights, undue stress, and discomfort for my family.
My family and I arrived at Beijing Capital International Airport Terminal 3 in a timely manner and proceeded to complete the check-in process. The check-in was successfully completed, and we received our boarding passes for all three passengers. However, from that point forward, the experience took a turn for the worse.
Upon reaching the Chinese immigration counter, I was informed that I needed to fill out additional COVID-19 forms and scan multiple QR codes. This unforeseen and lengthy process took nearly an hour to complete. Regrettably, this delay caused us to miss our scheduled flight. As a result of this unfortunate situation, we were left stranded at the airport without the assistance and support we desperately needed.
Adding to our distress, my 1-year-old daughter's food supply had depleted, and I was unable to provide her with the nourishment she requires due to the fact that her food had been purchased in the United States. This oversight created an unnecessary and distressing situation for my family, particularly for my young child.
I am deeply disappointed that no announcements were made to alert passengers with young children of the impending departure. Given that my reservation clearly indicated that I was traveling with babies, I believe it was the airline's responsibility to ensure that families were adequately informed and accommodated.
In light of this ordeal, I am left with no choice but to formally request an immediate solution to rectify this situation. I kindly urge you to address the following matters:
Compensation: I expect a reasonable compensation for the missed flight, additional expenses incurred due to the delay, and the distress caused to my family, especially my children.
Assistance: Please provide immediate assistance with rescheduling our travel to the United States at no additional cost and with a priority on ensuring the safety, comfort, and well-being of my family.
Accountability: I request an explanation for the lack of communication regarding the departure time and any steps the airline intends to take to prevent similar incidents in the future, particularly when passengers are traveling with young children.
Customer Care: Enhance your customer service procedures to ensure that passengers traveling with infants and young children are given the appropriate attention and assistance they require.
Failure to address these concerns in a prompt and satisfactory manner will regrettably leave me with no option but to consider legal action against the airline for the physical and emotional distress caused to my family.
I trust that Polish airlines L092 values its passengers and their well-being and will treat this matter with the urgency and seriousness it deserves. I kindly request a response to this complaint within 24 hours because my daughter has no food now and my son id going back to school in the US on the 3 of September and an assurance that the aforementioned issues will be resolved promptly.
Thank you for your immediate attention to this matter. I look forward to a swift and satisfactory resolution.
Faith Emma Roberts- Mother
