1. In October, Judith and her family
a) returned from Houston.b) paid for a vacation.c) travelled to Mexico.d) stayed in an airport hotel.

2. According to Judith, in case of bad weather
a) Mother Nature is uncontrollable.b)  they should get a free holiday.c) customers should be taken care of.d) customer service shouldn't be rude.

3. Judith would like SunTime to
a) book her vacation for next year.b) advise her about other good travel destinations with SunTime.c)  apologize and refund some or all of her travel expenses.d) tell her the name of the tour guide.

4. Judith was pleased with the
a) reduced costs.b) excursions.c) nearby restaurants.d) tour guide.

5. This letter was written to
a) express dissatisfaction.b) provide a suggestion.c) request a refund.d) show appreciation.

6. Overall, Judith is disappointed with
a) how the situation was managed.b) sleeping on the floor.c) the unexpected incidents.d) Carol's suggestions.

Dear Ms. Judith Brando,

Thank you for writing to SunTime Travel. We at SunTime sincerely appreciate your feedback. 7 a) I'm hopingb) It's relievingc) The staffd) We're sorry to hear that your experience was not the vacation you wanted. As we strive to provide first-rate 8 a) tour serviceb) flight dealsc) excursionsd) family vacations , I can assure you that your comments have been taken very seriously and will be communicated to the appropriate departments.

We have only recently begun to work with the hotel at your destination. As such, the

 9 a) extra couchb) shortage of bedsc) short excursionsd) long flight  is very distressing and will be looked into immediately. Attached in this email please find 10 a) the food coupons.b) the travel voucher.c) the hotel contact information.d) the customer hotline. .

It is my sincere hope that this will prove to you SunTime's commitment to customer satisfaction and change your decision to 11 a) take another flight.b) book with us again.c) not complain anymore.d) stay at another hotel. .

Sincerely,
Sun Time Management

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