In the IELTS General Training Writing Task 1, you’ll be asked to write a letter in response to a practical, everyday situation. This could be a complaint, a request, an application, or an invitation. The tone can range from formal to informal, depending on the situation, but this example requires a formal approach: professional, polite, and appropriately firm.
In this post, we’ll look at a model letter responding to a situation where your flight was significantly delayed, causing you to miss an important event. You’ll see how the letter handles the task effectively, followed by a clear breakdown of why it works—using the IELTS marking criteria as a guide.
Task Type: Formal Letter
Situation: Complaining about a delayed flight
Timing: 20 minutes
Word Count: At least 150 words
The Question
You should spend about 20 minutes on this task. Write at least 150 words.
You recently took a flight that was significantly delayed, causing you to miss an important event. You are unhappy with how the airline handled the situation.
Write a letter to the airline. In your letter:
- describe what happened with your flight
- explain how the delay affected you
- state what action you would like the airline to take
Write at least 150 words.
You do NOT need to write any addresses.
Begin your letter as follows:
Dear Sir or Madam,
Understanding the Question
This is a formal letter where you need to complain about poor service from an airline. The key to answering such questions is addressing all three bullet points clearly. Missing any part will affect your Task Achievement score, limiting you to at most a band 5.0.
Since this is a formal letter, start with Dear Sir or Madam and maintain a polite but firm tone throughout. A variable tone will also damage your score. This would, for example, mean that you should not use informal expressions or contractions.
Ensure your letter is at least 150 words to meet the requirements. A longer letter will not lose marks (although you will be losing time for checking for mistakes), but a shorter letter is likely to lose marks.
How to Structure Your Answer
A clear structure will help your writing feel natural and easy to follow. Here is a suggested outline:
Opening: Purpose of the Letter
Begin by stating why you are writing and provide essential details about your flight, such as the date, flight number, and route.
Paragraph Two: What Happened
Describe the delay in detail. Include how long you waited and how the airline communicated (or failed to communicate) with passengers.
Paragraph Three: The Impact on You
Explain the consequences of the delay. This could include missing an important event, additional expenses, or significant inconvenience.
Paragraph Four: Requested Action
State clearly what you expect the airline to do to resolve the issue. This might include compensation, a refund, or a formal apology. End with a polite but firm closing statement.
Key Tips for Writing a Formal Complaint Letter
- Be Polite but Firm:
Use respectful language but clearly state the issue. This ensures professionalism while emphasising the importance of your concern. - Include Specific Details:
Mention dates, flight numbers, and times where relevant. This adds credibility to your complaint and helps the reader understand the situation. - Explain the Impact Clearly:
Don’t just state what happened—explain how it affected you personally. This strengthens your case for compensation or an apology. - State Your Expectations:
Be clear about what you want the airline to do. Vague requests are less likely to receive a satisfactory response. - Use Clear Paragraphing:
Organise your letter into logical sections for clarity. Typically, an IELTS Task 1 letter will have around three to four paragraphs.
Model Answer
Dear Sir or Madam,
I am writing to express my dissatisfaction with the service I received on flight AX472 from Manchester to Barcelona on 15th November. The flight was scheduled to depart at 09:30 but did not leave until 16:45, a delay of over seven hours.
Throughout this period, passengers were given very little information about the cause of the delay or when we might expect to board. Staff at the gate were unhelpful and unable to answer basic questions. No refreshments or meal vouchers were provided despite the lengthy wait.
As a result of this delay, I missed my brother’s wedding ceremony, which was the sole purpose of my trip. This was an event I had been planning to attend for months, and the distress caused by missing it cannot be overstated. I also incurred additional costs for accommodation, as I arrived too late to stay at my original booking.
I kindly request a full refund for my ticket, along with compensation for the additional expenses I faced. I would also appreciate a formal written apology acknowledging the poor handling of the situation. Please respond within fourteen days confirming how you intend to resolve this matter.
Yours faithfully,
Michael Thornton
(Word count: 213)
Why This Letter Works
✅ Task Achievement
This letter fully addresses all aspects of the task. The writer clearly describes what happened with the flight, including the length of the delay and the lack of communication from staff. The impact is explained in emotional and practical terms—missing a wedding and incurring extra costs. Finally, the requested actions are specific and reasonable: a refund, compensation, and a formal apology. The formal tone is maintained throughout, which is appropriate for writing to a company.
✅ Coherence and Cohesion
The letter is organised into clear, purposeful paragraphs. The first paragraph introduces the complaint, the second describes the events, the third explains the consequences, and the fourth states the desired resolution. Ideas flow logically, and linking phrases such as “Throughout this period,” “As a result of,” and “I kindly request” help connect the content smoothly.
✅ Lexical Resource
The vocabulary is varied and appropriate for a formal complaint. Expressions such as “express my dissatisfaction,” “incurred additional costs,” and “cannot be overstated” demonstrate a strong command of formal register. Natural collocations like “lengthy wait,” “sole purpose,” and “poor handling” add precision and fluency to the writing.
✅ Grammatical Range and Accuracy
The letter demonstrates a good range of grammatical structures. There are complex sentences with subordinate clauses, passive constructions such as “No refreshments or meal vouchers were provided,” and formal request structures like “I kindly request” and “I would also appreciate.” The writing is accurate throughout, with correct punctuation and no grammatical errors.
Practice Makes Perfect
Writing formal letters can be challenging, but with regular practice, you’ll improve your ability to stay on topic and meet the IELTS requirements. Try writing your own response to this question, then compare it to the model answer above.
If you’d like feedback on your writing, book a lesson with us today.
More Helpful IELTS Links
Check out our reading list of the best IELTS Books