Airlines Editing and Proofreading Services

A flight is cancelled and four hundred passengers receive the same text message: "We apologise for the inconvenience. Please see the app for rebooking options." Some of them are entitled to hotel accommodation, meals and cash compensation under regulation. Some are not, because the cancellation was caused by weather. The message does not say which group anyone is in, so the airline's call centre spends the next six hours fielding the same question four hundred times.

We edit what airlines produce for passengers when things go wrong — denied boarding and involuntary rerouting notices, cancellation and delay communications, compensation and refund policy explanations, overbooking and downgrade correspondence, care and assistance entitlement statements, customer complaint responses, and the scripts used by staff handling disrupted passengers at the gate. Our editors work on messages sent to people who are already stranded and already angry.

The entitlement stated plainly is what determines whether a disrupted passenger telephones the airline or reads the message and moves on, and its failure is an apology with the actual entitlement left for the passenger to work out or ask about. Please see the app for rebooking options answers nothing about compensation. We work through these so the cause of the disruption is stated in terms that map to an entitlement, since "extraordinary circumstances" and "a crew scheduling issue" trigger different obligations and a vague cause forces every passenger to ask which one applies to them; so what the passenger is entitled to is named specifically with an amount or a description, rather than a link to a policy page, because a passenger standing at a gate with a delayed connection needs the number now and not after four more taps; so care entitlements — meals, hotel, communication — are stated as available now rather than as something to request, given that a passenger who does not know a meal voucher exists does not ask for one; so rebooking options are given with real alternatives and their trade-offs, as "see the app" assumes connectivity, patience and an app that is currently also under load; so a downgrade or denied boarding is acknowledged as a specific event with its own compensation rather than folded into general disruption messaging; and so the message distinguishes what is guaranteed from what is being offered as goodwill, since passengers who are owed something and passengers being given something as a courtesy are in different positions and should be told which. Messages written this way reduce complaint volume rather than generating it.

Everything you send is treated in confidence, including operational data, passenger information and commercial policy. We are editors rather than aviation lawyers or regulatory specialists, and we offer no view on entitlement, liability or compensation eligibility. What we can do is make sure passengers know what applies to them without having to ask.