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About the Case

Jenna Whitmore, a 43-year-old mother from Wichita, Kansas, is at the airline’s help desk, seeking assistance after her young son sprained his leg unexpectedly the day before their trip. The injury has made it difficult for her to manage both her son and their luggage, and she had not anticipated the need for a wheelchair when booking the tickets. 

As the ground staff, your role is to understand Jenna’s situation, provide solutions to ensure her son’s comfort, and offer assistance to help her navigate the airport with ease, addressing the unanticipated challenges she’s facing. 

Learning Objectives:
  • Allowing the passenger time to explain the situation without rushing 
  • Explaining options for assistance, such as wheelchair services or priority boarding 
  • Offering solutions like arranging help with luggage or mobility support 
  • Providing a calming presence to reduce stress and ensure the passenger feels in control 
  • Adapting to accommodate the passenger’s needs while following airline policies
Skills Assessed
  • Patience  
  • Clear Communication  
  • Problem-Solving  
  • Calm Reassurance
  • Flexibility  

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