Thank the person for bringing the matter to your attention.
Example: Thank you for bringing this matter to our attention
Express your sympathy
Example: We are very sorry to hear that _________
Our troubles began at the airport where our outward flight was delayed for over
two hours. The check-in staffs were unhelpful and there was no representative
from Thai Treasure Tours present to help deal with the situation. We finally took off
at 5.30 pm and eventually arrived at the hotel in the evening, tired and frustrated
with having wasted the first day of the holiday.