write a letter to airport manager for a issue faced at the airport

Dear Sir/Madam, I am writing this letter to share my unpleasant experience, during my last travel with your airlines. I am still not able to forget the event and hence decided to inform you about it, over the email. I travelled business class on 8th March, 2021, a scheduled flight from Toronto to Chicago at 10am. Please find attached my itinerary for your reference. As I am a frequent flyer with your airlines, I am accustomed to your standard check-in protocols. Unfortunately, during this travel, I happened to carry a perfume in my carry-on luggage which was over 100ml. As it was a gift, I decided to check-in my carry-on luggage. I approached your customer service representative, and to my surprise they denied to help me without any explanation. Furthermore, they asked me to rush to the boarding gate by saying, ” You might miss your flight, so throw your perfume and board the flight. ” I am still in a dilemma to understand if this behaviour is acceptable or should be deemed for an apology. I have never faced any such experience in the past, and hence writing to request you to look after this incident. I personally feel that this event could have been handled in a different way. As a passenger, I asked for helped. If a request or help isn’t possible due to any limitations, it should be told in a certain manner. I certainly feel there is a need for improvement in your customer service team. I personally think your staff needs to gain a better understanding on how to reply with empathy, and may be a training session can help them tackle any such situation in a professional manner. I am certain, you being the managing body would definitely look over this matter, and I won’t have to face any of this discomfort in the future. Yours Sincerely, Fiona Dc