Dear Ms X

Thank you for your email dated 26 April. I am sorry for the delay in my
reply
as I had to investigate the issue you raised with my counterparts in
Silkair as
your flight X/23 April was operated by Silkair.

Firstly, may I express our sincere apologies for the disappointment you and

your family experienced when you all were travelling with us on board
X/23
April from Singapore to Brunei. From your booking records, I understand
that a
request for a bassinet seat was inserted by your travel agent on your
behalf.
However, there was no indication or remarks made by your travel agent that
you
also prefer a window seat, as such our seat planners were unfortunately not

aware of your real seating preference when they assign the seats at about
72
hours before flight departure.

Having said this, I am nevertheless concerned to learn of the condition of
the
bassinet offered to you. I have personally highlighted this to our
Maintenance
Manager in-charge for his follow up action to improve this aspect of our
service. Our sincere apologies on this lapse in our service.

I am also concerned to learn that you were felt uncomfortable to breastfeed

your child while on board the aircraft. Please be assured that we did not
have
a policy to forbid breastfeeding on board our aircraft. All crew are aware
that
breastfeeding in public is internationally acceptable. Empty seats and crew

seats in the galleys may be offered to mothers who require privacy. I
regret
that this was not your experience. My counterparts in Silkair has spoken
and
counselled the crew concerned on this and they have been reminded to show
more
concern and give more assistance to breastfeeding mothers in the future.
They
have learnt from this and realised that they would better handle similar
situations in the future.

I can imagine how disappointed you must have been and I am equally upset
that
we failed to meet your expectations on this occasion. As a token, I have
specially chosen a gift each for you and your family and I hope you all
will
like them. (They will be sent to the above address via postage mail.)

Thank you for this opportunity to correspond with you, Ms X. We look

forward to welcoming you and your family on board our flights again soon,
under
happier circumstances.

Yours sincerely