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1.      To open this claim letter, I

should

a.      Provide a complete chronology of what happened with all the dates and facts

b.      Tell the company how sick and tired I am of this game it is playing

c.      Explain carefully how much of my valuable time I have spent on trying to resolve this matter

d.      Describe the action I want taken

2.      In writing this claim letter, I should assume that the company

a.      Regularly uses this trick to increase its sales

b.      Made an honest mistake and will rectify the problem

c.      Has no intention of crediting your account

d.      Reacts only when threatened seriously

3.      In the body of this claim letter, I should

a.      Describe briefly what has taken place

b.      Refer to specific dates and names of people contacted

c.      Enclose copies of any relevant documents

d.      Do all of the above

4.      The closing of this claim letter should

a.      Refer to my lawyer, whom the company will hear from if this matter is not settled

b.      Explain what action I want taken and by when

c.      Make sure that the company knows that I will never use their products again

d.      Threaten to spread the word among the travel industry that the company can't be trusted

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