An apology from bts company Hi Mister James

An apology from BTS Company

Hi Mister James

As you may already know there was a flight diversion on 1 March this year, the flight which was flying to Moscow was canceled and turned to Helsinki because of bad weather. There was a lot of confusion at Helsinki because the airline sent all the passengers to the same hotel for the night.
Some passengers became very aggressive when they tried to get a room. Some passengers had to share their rooms with another passenger. The hotel made all passengers pay for their rooms.
The next morning, travelers had to wait six hours in a cold terminal for the flight to Moscow.
We clearly know that it is completely unacceptable to allow a current problem to happen. You depend on us to arrange your less or more important business trip and we hindered more than helped on that day.
On behalf of our company we want to apologize for the diversion of the flight.
One off our company`s value is to arrange convenient and safe trips and we glaringly missed the mark. We are taking this incident very seriously and are making plans to ensure that it will never happen again. We will set additional resources and fund in order to go through these kinds of problems smoother in this way there will not be any more problems with hotel reservations in case of flight diversions. And we are planning to retrain our stuff so that they will be more responsible and handle situations more professionally.
To thank you for your patience, we will be giving you 65 percent discount for your next flight and you do not have to pay for hotel on your next business trip. And we will compensate all your expanses that occurred on that date because of our mistake.
If there is anything else our team can do to improve your experience, please do not hesitate to reply to this email and ask!
Sincerely,
Abdulaziz Shukurullayev
Account Manager of BTS Company