I. Speak out:

a) Read case study at first and then discuss in groups of three why Ms.Kingstone was refused a refund on her holiday?

b) Try to suggest any suitable decision of this problem to the customer.

Case study

Porchester Tour Company (PTC), a medium-sized tour operator based on the south coast of England, has been receiving a growing number of complaints. Customers are dissatisfied with the standard of PTC's package holidays; many claim the company makes misleading statements in its brochures.

Annabel Kingstone chose a two-week holiday in Greece. PTC's brochure promised:

peace and relaxation off the beaten track on a little known island of great beauty, charm and tranquility
	traditional Greek hospitality in a comfortable family run hotel full of local atmosphere
frequent ferry services to the mainland
	lovely sunset walks through olive groves
miles of empty golden sands

When Ms Kingstone arrived, however, she found a sprawling resort overflowing with tourists. The nearest beach to the hotel was a kilometre away and rocky, there was one olive grove on the other side of the island, no traditional Greek dishes were served at the hotel which was staffed entirely by non-Greeks, the whole island was full of fast-food outlets and noisy bars and had a holiday-camp atmosphere. Escaping to the mainland didn't prove quite so easy either — the 'frequent ferry services' ran only three times a week and were very crowded.

On her return to the UK, Ms Kingstone wrote a letter of complaint to PTC but was refused a refund on her holiday. She was so dissatisfied, she wrote to the local paper, the Porchester Gazette, suggesting it might like to 'expose PTC's disgraceful business practices'. The paper followed up her story.

Having interviewed Ms Kingstone, the Porchester Gazette requested an interview with PTC to get the company's side of the story. The request was granted and the interview was set up at PTC's offices.

II. Role-play: Interview

Work in groups of four as two pairs, one pair playing two senior managers from PTC, the other pair playing two reporters from the Porchester Gazette. Read your role-card and prepare for your interview carefully, using the language in the box to help you.

Standing your ground	Pushing your point
Well, as I said before... As I've already said... I see what you mean, but the point is... What I'm saying is... I think you've misinterpreted what I said. You're missing the point. No, that's not what I said. It's (not) company policy to... You must realise that...	Let me come back to the point about... I'm not sure you've really answered my question. Are you saying that...? To return to Ms Kingstone... I'd just like to get this clear in my mind... Let me put this another way... Surely, that means... Perhaps you can explain how... Would you say that...?

Senior managers — Porchester Tour Company

Defend your company's reputation strongly: you must convince the reporters that you run a reputable business providing an excellent service to your customers. You organise hundreds of holidays a year and it is difficult to check all the details in your brochures. You have to rely on information given to you by local businesses and by your local representatives. You amend incorrect information in brochures as soon as possible. It is your policy to refund money to customers only in exceptional circumstances. Try to have a pleasant meeting with the reporters, but don't let them 'push you around'.

Reporters — Porchester Gazette

You must expect PTC's senior management to present the company's activities in a good light. However, you feel that the firm is unethical in its marketing techniques. You have information about other holiday-makers who have had bad experiences with these package holidays (give examples). Ask penetrating questions — you need to get plenty of good material so you can write a lively and provocative article — but expect to hear a lot of excuses from PTC. Don't forget to note down any comments that might make suitable quotes in your story.

WRITING