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About the Case

Joren, a business executive traveling from New York to Paris with a layover in London, is informed of a 90-minute delay on his first flight. Concerned about missing the connecting flight, he approaches the airline staff for clarification on how the delay will impact his tight connection and his important meetings in Paris. 

As the airline representative, your role is to reassure Joren by explaining the airline’s policies, offering solutions for the delay, and ensuring a smooth transition for his connection in London. 

Learning Objectives:
  • Solving the problem by assessing the situation and offering rebooking options
  • Acknowledging the passenger’s anxiety and reassuring prompt assistance
  • Communicating clearly with step-by-step information on rebooking
  • Finding a mutually agreeable solution for a satisfactory outcome
  • De-escalating the situation by addressing concerns and offering solutions
Skills Assessed
  • Problem-Solving
  • Empathy
  • Communication
  • Negotiation
  • Conflict De-escalation

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