Complaint About Invalid Train Tickets and Unhelpful Staff

You recently bought some train tickets for a journey a week in advance. When you went to the station to catch the train, you were told you could not use the tickets and the staff were very unhelpful to you. Write a letter to the train company. In your letter: Describe the problem you had with the tickets Say why you were unhappy with the staff Suggest what action the train company should take

Annotated response

8 correction notes

Dear Sir or Madam,

I am writing to formally express my disappointment regarding an issue I encountered while travelling with on February 25, 2025. I had purchased two (Booking Reference: VRC123456) a week in advance for travel from Toronto Union Station to Montreal Central Station on Train #64, departing at 9:30 AM. However, upon arrival at the station, I was informed that my tickets were not valid, despite presenting the booking confirmation.

the station staff were extremely unhelpful and dismissive. Instead of assisting me in resolving the issue, they repeatedly insisted that my only option was to purchase new tickets at a significantly higher price. When I asked for clarification on why my pre-booked tickets were not valid, I received vague and unprofessional responses, which left me frustrated and stranded.

I expect VIA Rail Canada to this inconvenience. I request a full refund for the tickets I was unable to use and a formal explanation of why this issue occurred. I urge the company to improve staff training to ensure better customer service in the future.

Please respond at your earliest convenience, as I would like to resolve this matter promptly.

Yours faithfully,

Jacob Hall

Overall assessment

Why this response received Band 7.5

The letter fully addresses all three bullet points with specific, credible detail and a consistently formal register, which is its strongest feature. The main limitation is somewhat formulaic organisation and occasionally templated phrasing, which reduces the natural flow and lexical variety at the highest band level.

IELTS criteria

How each score was decided

Task Achievement

8.0

The response covers all three bullets directly, with vivid specifics such as the booking reference, route, and staff behaviour, and closes with clear, well-judged requested actions in a sustained formal tone.

Coherence and Cohesion

7.0

Ideas progress logically through paragraphing and linking devices like 'Moreover' and 'However', though transitions are occasionally formulaic and cohesion relies on predictable connectors.

Lexical Resource

7.5

Vocabulary is flexible and precise for a formal complaint, including items like 'dismissive', 'vague and unprofessional', and 'take responsibility', with only mild reliance on set formal expressions.

Grammatical Range and Accuracy

7.5

A wide range of structures is used accurately, including complex clauses and passive forms, with rare minor awkwardness such as 'assist me in resolving' phrasing that never impedes meaning.