I personally have had poor service with your airline in the past, but decided not to pursue it. After a water cooler chat regarding Mr Smith's experience i've been told that an employee of mine went through almost the same thing with your airline. So being the CEO I've instructed our travel coordinator not to use your airline again.... Word of mouth always impacts a companies reputation, companies need to realize in this IP age word of mouth is like a wild fire. You couldn't have handled this any worse and you company will suffer for it.
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