Frequent Flyer Perks Dispute

About the Case

Scarlett Emerson, a frequent flyer, is frustrated after not receiving the perks associated with her frequent flyer status on a recent flight. She expected priority boarding, a complimentary seat upgrade, and access to premium services, but none were provided.

At the airport check-in, she approaches the ground staff to seek an explanation and resolution, feeling that her loyalty to the airline is being overlooked. She expects immediate action to rectify the situation before her next flight.

Learning Objectives:

Actively listening to the passengers concerns to understand the issue
Maintaining calm and courteous tone to create respectful dialog
Asking clarifying questions to ensure all details are understood
Offering sincere apology and taking accountability for the situation
Focusing on finding a practical and satisfying solutions

Skills Assessed

Active Listening
Politeness
Seeking Clarification
Accountability
Problem-solving

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Frequent Flyer Perks Dispute

Character’s Role

Frequent Flyer

User’s Role

Airline Official

Scenario Location

Airport Check-In

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