Indeed, I could probably write the response myself.
Dear Sir or Madam
Thank you for reaching out to us to communicate your concern over the service at one of our airport franchises.
Over the last year, Gatwick Airport has served over 30 million passengers and received under 2000 complaints (less than 0.007%), the majority of which were attributable to causes outside the control of the airport operator, for example weather conditions or airline operational factors.
The Hotel Bureau to which you refer has been operating for 18 years and serves an average of 250 passengers daily. The hotels it offers are constantly monitored and are of a high standard, selected to meet the requirements of the majority of those using it.
We trust that we can continue to count upon your support of Gatwick Airport in the future.
Yours spinelessly and meaninglessly
Fay Slessperson (Ms)
Customer Relations