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IELTS Letter | Lost luggage at airport

General IELTS Writing Test Task 1 - Writing a letter

IELTS Writing Task 1

You should spend about 20 minutes on this task.

You recently lost something at the airport and a staff member helped you to find it.

Write a letter to the airport authority and tell them about that person, include details about:
  • What you lost
  • How the person helped you
  • A suggestion as to how to show appreciation for that person

Write at least 150 words.

IELTS General Training Writing Task 1 Sample Letter Answer

Dear Sir,

I am writing in connection with an incident which happened in Manchester airport last week. I arrived from Hamburg, on a business trip, but unfortunately one of the items of luggage I had checked in did not appear on the carousel in the baggage claim area after the flight. After waiting some time to make sure that it was not going to suddenly appear, I reported the fact to one of your employees stationed in the lost luggage office.

The person in questions is Alison Buckston, who did all she could to help ascertain what could have happened to my luggage. She politely explained to me what some of the possible reasons might be, and asked me to wait while she made some enquiries. While I was waiting, she kept me informed of what she was trying to do and updated me as to the outcome each time. Eventually, after various phone calls and radio messages, she was able to locate my luggage which had been placed on the wrong carousel by accident.

She then proceeded to arrange for it to be brought directly to me, inspected it with me to make sure there was no damage, and that everything was as it should be, before asking me if there was anything else she could help me with.

I feel she delivered exemplary customer service and was indeed the best ambassador possible for the airport authority and its staff. I commended her personally on her attitude and the way she dealt with the matter, but I would also like to draw your attention to her excellent attitude and feel she should receive recognition for going out of her way to solve my problem.

Perhaps, you could recognize her valuable contribution among her co-workers and also offer an appropriate reward for her stellar service in the name of the airport authority.

Thank you for your attention, and I hope that Alison is representative of all staff you employ.

Yours faithfully,

Hans Beckenbauer

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