1. A an employee/manager of TMN Airlines  В an airport official  3. A Dear Manager → Yours sincerely +your full name   В Dear Sir/Madam → Yours faithfully +your full  name  4. A polite, formal   В aggressive, semi-formal  5. … flight number & date of flight  … thanks for the services  … your complaints & example  … personal details about yourself  … request for a refund
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