We acknowledge receipt of your complaint form xxx received at the Airport of Lisboa, on xxxx, 2010, regarding our flight UX-xxxxx, xxxx 2010. We are sorry to learn that you missed your flight because you did not get to the gate on time. We would like to inform you that the personnel of the Airline use the microphone in the gates to call the passengers that have not showed up. However, this can only be heard in the area near the gate of the flight. We made the usual calls and when you did not show up, we had to close the gate.
On the other hand, our Lisbon airport supervisor, informed us that you were protected to the first flight on the xxx, without any charge.
Moreover, at the moment of the purchase of the tickets, you were informed about the boarding time and the departure time, as tickets were bought the same day as the flight departure.
For our part we are unable to take care of reimbursement for costs incurred, as the ticket does not foresee this case as a compensation in the current aviation regulations.
We are pleased to receive your comments, and we hope that you will travel with us again in the near future, giving us the opportunity to offer you the very best of our services.