Client: Good afternoon. I suggest you adjust the timetable to the reality on the Polish roads. P6 bus Radom - Warsaw, arriving from Cracow, 40 minutes delay.
Client: And it was not the first time, there was one hour delay not so long ago...
Flix: Hi Marta. We are very sorry that the bus arrived late, but they are operational delays which we have no control over. Apologies.
Client: But this happens too often. Why don't you consider rearranging the timetable??
Client: I was waiting at the station from 17.10, hoping to get the bus at 17.25. It arrived at 18.10. One hour waiting.
Client: It hardly ever happens that the bus arrives on time. The timetable is too optimistic. I understand there are traffic jams but...
Flix: Thank you for the information, we will inform our managers about it.
Client: Can I make a formal complaint? I had a similar situation last year.
Flix: Sure, you can send a complaint by email to info@flix.com. 
Client: thanks, I will definitely. But I really hope you do something about it this time...
Flix: yes, all complaints are addressed by our managers.
Client: great. They should not just read them, but do something about it. Will you inform me about the status?
Flix: We don't do that automatically, but you can call us and find out. You can find all the necessary info on our website. 
Client: Ok, I see.
Flix: Once again apologies.
Client informs Flix about a 40 minutes delay of the bus from Radom to Warsaw. Flix explains that this is an operational delay. Client decides to make a formal complaint as it wasn't the first such delay.