Airline troubles continue to mount as weary air travelers complain of lost luggage, long delays, canceled flights, and soaring ticket prices. In one customer-service debacle, major u.S. carriers shut down 3,700 flights in a single month after failing to meet safety inspections mandated by the Federal Aviation Administration. the grounded flights affected hundreds of thousands of passengers, underscoring the airline industry’s last-place finish in a Consumer Satisfaction Index survey conducted by the university of Michigan. What guidelines should airline companies follow when writing adjustment letters to disgruntled customers?