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Questions 4-7 refer to the following letter.
January 10
Ms. Erin Murphy
Customer Service Department
Westcoast Airlines Major Miles Program
345 Brook Street
Dallas, TX 75218
Dear Ms. Murphy,
As per your request during our telephone conversation on January 8, I am sending you
Los Angeles International Airport last December. Please note that my ticket was upgraded
itinerary and ticket number for my recent roundtrip flight from JFK International Airport
business class with a Major Miles Gold Class voucher and should therefore be eligible f
full business class mileage credit.
62 Section Il
over 15 years. I must confess that I find the new restrictions to your flight voucher pla
I am a Gold member in the Major Miles program and have been a Westcoast customer 1
genuinely confusing. I fail to understand why the burden of proof for my mileage cred
rests with me. Shouldn't this information be on your ticketing computer?
This was my itinerary.
MD
My ticket number was #YB42565697.
Departed JFK, December 22 at 10:20 for LAX
Returned to JFK from LAX on December 29 at 16:40
My seat number was 14B.
7B
My Major Miles number is # 04356721 (Gold Card).
I sincerely hope that this issue will be resolved quickly as I am counting on my miles eame
during this trip to upgrade my hotel room next May.
Thank you very much for your attention in this matter.
Sincerely Yours,
Jarrod Watkins
Jarrod Watkins
4.
5.
6.
What does Ms. Murphy do?
(A) She makes airline reservations.
(B) She deals with unhappy customers.
(C) She issues new tickets.
(D) She upgrades people to business class.
What is the purpose of this letter?
(A) To upgrade his ticket to business class
(B) To buy a flight upgrade coupon
(C) To complain about his seat reservation
(D) To receive more mileage credits
How does Mr. Watkins feel about the new frequent flier program rules?
(A) He would like them to be simpler.
(B) He believes they are unfair.
(C) He finds them to be convenient.
(D) He hopes that they will benefit
hold Card members more.
Which of the following is NOT mentioned in the letter?
(A) His ticket number
(B) His frequent flier level
(C) His credit card number
(D) His flight information
inq M:8
big en enthovenot cold w lar hud,mq 01X in jord is di
Hal
Unit 2: Letters, E-mails, & Text message chains 63

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