Mrs. Nikitina kimdi? Moskova'da ne yapacaktı? Kiminle buluşacaktı? Riga'da kaç saat bekledi? Beklerken ne düşündü? Bir sigara yaktı mı?

Dear Mr. Ponomarev,

With reference to your application, we would like to apologize for inconveniences Mrs. Nikitina has encountered due to delayed flight on the route Moscow-Riga on July 26th, 2009.

We truly regret that provided service caused you doubts and disappointments in overall airBaltic service. High service level is utmost importance to us therefore we can assure you that this information is passed to responsible department for further review in order to improve our services.

We also would like to inform you that the flight on the route Moscow-Riga on July 26th, 2009 unfortunately was delayed due to extraordinary circumstances. We can assure you that we did everything possible to speed up departure and ensure timely arrival. We truly regret that Mrs. Nikitina missed her next flight. However we are glad to hear that she was provided with alternative way to reach her final destination.

We kindly ask you to send receipts of Mrs. Nikitina's expenses during waiting time for further of reimbursement to airBaltic Costumer Relations, mailing address: "Riga" International airport, Riga, LV-1053, fax: +371 67 207 or email: brb@airbaltic.lv.

We once more truly apologize for Mrs. Nikitina's inconvenience and we look forward to further cooperation.

Yours Sincerely,

Air Baltic Corporation AS

Customer Relations Manager