First-Class Misunderstanding

About the Case

Riley Donovan, a 35-year-old fashion designer from Louisville, Kentucky, is visibly frustrated on a flight after discovering they’ve been assigned an economy seat instead of the first-class seat they expected. This mix-up is especially upsetting due to the importance of this trip for Riley’s fashion business.

As the flight attendant, your role is to address Riley’s concerns about the seating error, offer solutions, and manage the situation professionally to ensure a satisfactory resolution, while maintaining a calm and composed approach despite Riley’s firm expectations.

Learning Objectives:

Resolving conflict by suggesting mutually agreeable solutions
Providing professional service to ensure the passenger feels heard despite frustration
Investigating the seating issue and checking for possible solutions
Clearly explaining seating arrangements and airline policies respectfully
Remaining calm and composed, even if the passenger becomes demanding

Skills Assessed

Conflict Resolution
Customer Service
Problem-solving
Communication
Patience

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First-Class Misunderstanding

Character’s Role

Upset Passenger

User’s Role

Flight Attendant

Scenario Location

In Flight

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No technical knowledge required.