Thank you for your recent correspondence.

I have reviewed your client's case and the information that you have provided. I realize that you are not happy with our response; however, it's our final decision as check in times have been established to help facilitate customer comfort as well as timely arrival and departures. Despite the circumstances, our agents do not have the ability to override the check-in systems. Therefore, since Mr. ****** didn't arrive at the gate prior to the cut-off time, we must respectfully decline your request for compensation and adjustments.

When considering matters regarding EU regulations, we conduct a fair and unbiased assessment. Generally, we are successful in resolving controversial situations to everyone's satisfaction. Although we have given all aspects of your claim every possible consideration, we are unwilling to resolve it as you have suggested.