An Airline Complaint Letter is a formal document used when passengers need to address grievances with airline services in Indonesia. This document type is specifically designed to comply with Indonesian aviation regulations, including Law No. 1 of 2009 on Aviation and various ministerial regulations governing passenger rights and complaint procedures. The letter should be used when formal documentation of a complaint is necessary, such as cases involving flight delays, cancellations, lost baggage, poor service, or other aviation-related issues. It serves as an official record of the complaint and often forms the basis for any subsequent legal or regulatory action. The document typically includes detailed flight information, incident description, reference to relevant regulations, and specific compensation requests, all structured to align with Indonesian legal requirements and aviation industry standards.
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1. Sender's Details: Full name, address, contact information, and any relevant customer/booking reference numbers
2. Date: The current date when writing the letter
3. Recipient's Details: Airline's customer service department address, specific contact person if available
4. Subject Line: Clear indication of the nature of complaint and flight details
5. Flight Information: Specific details about the flight including flight number, date, route, and booking reference
6. Incident Description: Clear, chronological account of what went wrong
7. Impact Statement: Description of how the incident affected you, including any financial losses or inconvenience
8. Legal Basis: Reference to relevant Indonesian aviation regulations and passenger rights
9. Resolution Request: Clear statement of what remedy or compensation you are seeking
10. Closing: Professional closing with a specific timeframe for expected response
1. Previous Communication Reference: Include when there has been prior correspondence with the airline about this issue
2. Witness Information: Include when other passengers or airport staff witnessed the incident
3. Medical Information: Include when the complaint involves health issues or medical emergencies
4. Cost Breakdown: Include when claiming specific financial compensation with detailed expenses
5. Third-Party Impact: Include when the incident affected travel companions or business commitments
1. Flight Documentation: Copies of boarding passes, tickets, and booking confirmations
2. Expense Receipts: Copies of receipts for any additional expenses incurred due to the incident
3. Photographic Evidence: Any relevant photos or videos documenting the issue (e.g., damaged baggage)
4. Prior Correspondence: Copies of any previous emails or communication with the airline
5. Supporting Statements: Written statements from witnesses or medical certificates if applicable
Relevant legal definitions
Clauses
Relevant Industries
Aviation
Tourism
Transportation
Customer Service
Insurance
Travel and Hospitality
Legal Services
Consumer Protection
Relevant Teams
Customer Service
Legal
Compliance
Claims Processing
Customer Relations
Quality Assurance
Operations
Consumer Affairs
Passenger Services
Dispute Resolution
Relevant Roles
Customer Service Manager
Airline Compliance Officer
Passenger Rights Specialist
Claims Handler
Customer Relations Executive
Legal Counsel
Aviation Rights Consultant
Consumer Protection Officer
Customer Experience Manager
Complaints Resolution Specialist
Quality Assurance Manager
Operations Manager
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