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Question 85 - 87 refer to following paragraph:May 19Customer Services OfficeWorld Travel Limited25 Cramden RoadLondonTo whom it may concern:I spent most of the last two days calling your customer service lines in an effort to resolve this situation (see my customer reference number, A802234-202), but I have gotten nowhere.So, I’m writing in the hopes that this letter will get into the hands of a more effective person. I’m really hoping you can help me.On Monday, May 16th, I was in the airport checking my baggage for a light to Amsterdam, and the young man who was helping me – James Strathcona was hisname – tore the handle off my suitcase when he was lifting it onto the conveyor belt. I have since inquired as to how much it would cost to fix and was told it would be at least US$45.00. I have enclosed a photocopy of the quote from the repairman.On principle, I really feel these repairs ought to be paid by WorldTravel, as the damage was done while one of your people was handling my luggage. However, I am being given the run-around by your customer service staff whenever I call. One young man was even so bold as to suggest that the suitcase was probably worn out and ready to break anyway. I assure you that this is not true: I only recently bought the set, and the only reason it was broken was that it was handled with excessive force. In all other dealings I’ve had with your company, I have had very positive experiences and I have no wish to fly with another airline.I look forward to hearing from you soon, and I very much appreciate your help.Yours faithfully,Edith Smallwood85. Why did Ms. Smallwood go to see a repairman?

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Question 81 - 84 refer to following paragraph:INTERNATIONAL TRAVEL EXPO – Shipping Instructions for US ExhibitionFastex has been designated the official transportation coordinator of equipment and display materials for all exhibitors participating in the International Travel Expo. The following information includes shipping dates, consolidation points, and documentation requirements for the transportation into France of all your material forthe exposition. The following air freight cut-off dates have been selected to allow as much time as possible to prepare your exhibition materials prior to shipment:Door-to-door delivery No later than June 15thDrop off at consolidation point No later than June 21stFastex is able to pick up your cargo from your facility and arrange delivery to one of our domestic consolidation points: Oakland, Denver, New York, Los Angeles,or Houston. Simply call us to schedule the pickup. If you choose, you may send your goods directly to the consolidation point, prepaid. Please notify us of your freight’s impending arrival at the consolidation point. Include the Carrier’s Bill of Landing/ Airway Bill information, the gross weight, total number of pieces sent, and copies of the commercial invoices for the goods sent. Whether we pick up your freight or it is delivered, we urge exhibitors to use strong, wooden cases that offer protection from the weather for the transportation of exhibition materials. In the event that your cases are secured with a lock of combination, please don’t forget to provide the key or combination number to us for customs examination.Fastex has been designated the official transportation coordinator of equipment and display materials for all exhibitors participating in the International Travel Expo. The following information includes shipping dates, consolidation points, and documentation requirements for the transportation into France of all your material for the exposition. The following air freight cut-off dates have been selected to allow as much time as possible to prepare your exhibition materials prior to shipment:Door-to-door delivery                        No later than June 15thDrop off at consolidation point          No later than June 21stFastex is able to pick up your cargo from your facility and arrange delivery to one of our domestic consolidation points: Oakland, Denver, New York, Los Angeles, or Houston. Simply call us to schedule the pickup. If you choose, you may send your goods directly to the consolidation point, prepaid. Please notify us of your freight’s impending arrival at the consolidation point. Include the Carrier’s Bill of Landing/Airway Bill information, the gross weight, total number of pieces sent, and copies of the commercial invoices for the goods sent. Whether we pick up your freight or it is delivered, we urge exhibitors to use strong, wooden cases that offer protection from the weather for the transportation of exhibition materials. In the event that your cases are secured with a lock of combination, please don’t forget to provide the key or combination number to us for customs examination81. How does Fastex recommend that items be packed?

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