CELPIP Writing Task 1 · formal email

Email to an airline about a delayed suitcase

You flew from Toronto to Vancouver for a family wedding. Your suitcase did not arrive with you and was delivered to your hotel three days later. During that time you had to buy clothes and other items. Write an email to the airline's customer relations department.

Write an email of about 150–200 words in which you do the following:

Give details about your flight and what happened to your suitcase
Explain what problems this caused and what you had to buy
Say what you expect the airline to do

Your response

27:00

0 words · target 150–200

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Write at least 50 words first.

Tips for this prompt

Include the flight number, the date and any file number the baggage office gave you.
List what you bought with the cost of each item, and mention that you kept the receipts.
State the exact amount you want reimbursed rather than asking the airline to decide.

Sample responses

Try the task first, then compare. Levels are our estimates, not official CELPIP scores.

Sample at about CLB 7173 words

Dear Customer Relations,

I am writing to complain about my suitcase. On August 14 I flew from Toronto to Vancouver with your airline, the flight number was AC 117. When I arrive to Vancouver, my suitcase did not come. I went to the baggage office and they gave me a paper with a number and said it will come soon.

But my suitcase came to my hotel after three days. This was very big problem for me, because I went to Vancouver for my cousin wedding. All my clothes for the wedding was in the suitcase. I had to buy a new dress and shoes, and also some things like toothbrush and shampoo. I spent almost $400 and I have all the receipts.

Also I was very stress during those days, and I could not enjoy the time with my family like I wanted.

I think the airline must pay me back all the money that I spent. Please tell me what I need to do for get my money.

Sincerely, Elena Popescu

Why about CLB 7: The story and the request are clear, but the purchases and costs are given only roughly. Errors such as "When I arrive to", "very big problem", "my cousin wedding", "very stress" and "for get my money" are frequent.

Sample at about CLB 9170 words

Dear Customer Relations,

I am writing about my suitcase, which was delayed on my recent trip with your airline. On August 14, I took flight AC 117 from Toronto to Vancouver. When I arrived, my suitcase was not on the baggage belt. I reported the problem in the baggage service office, and they told me it would be delivered to my hotel within 24 hours. In the end, it took three days.

This caused me a lot of stress, because I was in Vancouver for my cousin's wedding and my dress and shoes for the ceremony were in the suitcase. I had to go shopping the day before the wedding and buy a new outfit, as well as some basic things like toiletries and a phone charger. Altogether I spent about $380, and I have kept all the receipts.

I would like the airline to pay me back for these expenses. Please let me know how I should send you my receipts.

Thank you for your time.

Sincerely, Elena Popescu

Why about CLB 9: Clear and fluent, with a sensible request. It gives no file number or itemized costs, and the request leaves the next step to the airline; "in the baggage service office" should be "at the baggage service office".

Sample at about CLB 11178 words

Dear Customer Relations Team,

I am writing to request reimbursement for expenses caused by a delayed bag on flight AC 117 from Toronto to Vancouver on August 14 (file reference YVRAC48217). Although I filed a report within minutes of landing and was assured delivery within 24 hours, my suitcase only reached to my hotel on the afternoon of August 17.

The timing could hardly have been worse. I was travelling for my cousin's wedding on August 16, and the bag contained my dress, shoes and the gift for the couple. With no update from your baggage line despite four calls, I spent most of the day before the ceremony replacing what I could: an outfit and shoes ($312), basic toiletries ($41) and a replacement charger ($29).

I have attached itemized receipts totalling $382 and ask that the airline reimburse this amount in full. I would also appreciate an explanation of why the bag took three days to arrive on a direct domestic flight.

Thank you for reviewing my claim. I look forward to your reply.

Sincerely, Elena Popescu

Why about CLB 11: Specific references, itemized costs and an exact amount make the claim easy to process, and the tone is firm but polite. "Reached to my hotel" should be "reached my hotel".

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