Dear Sir / Madam,

I am writing to complain about a flight we booked through your company (reference IB 654123). I am afraid to say that it was delayed more than five hours and it was not what we expected.

According to your website if people contract an insurance, the company is supposed to provide a compensation to the customer when the flight is not on time. However, when we complained to your staff they told us that we should wait. To our great disappointment they didn’t offer us a hotel or almost a sandwich. They were not even able to explain us the reasons of the delay, which finally was extended for five hours. This situation made us feel really dissatistied.

Overall, I feel strongly that we are owed an apology and the company should give us some form of compensation, like for example some free fly tickets or part of the price of the flight.

I look forward to hearing your views on this matter.

Yours faithfully