Dear {Mr./Mrs. Name},
On behalf of {Airline}, I would like to apologize to you for the inconvenience, frustration and cost that our delays caused you on {date}. You deserve smooth, uncomplicated service when you fly with us, and the wait that you were put through was unacceptable.
I believe you deserve an explanation for the confusion. {Explanation of what went wrong with the plane/baggage/flight}. I'm sure you know that human error and technical problems are aspects of any large business, but that does not change the fact that your schedules and plans were irreparably altered.
We have fixed the problem by {resolution of issue} and expect no further issues in this area. I appreciate your continued patronage and apologize once again for this unfortunate event.
Sincerely,
{Your Name}
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Index of letter of apology templates
