In-Flight Entertainment Issues

About the Case

Wendy is on a long-haul flight and frustrated with her broken in-flight entertainment system. After trying to restart it, she approaches a flight attendant, seeking a quick fix or alternative options to ensure a comfortable journey.

As the flight attendant, your role is to address Wendy’s concerns and provide updates on resolving the issue.

Learning Objectives:

Providing attentive service to address the passenger’s concerns promptly
Finding solutions to resolve the issue or offer a suitable workaround
Providing clear updates to keep them informed and at ease
Showing empathy to reassure the passenger that their comfort is a priority
Patiently helping to de-escalate the issue and ensure a positive experience

Skills Assessed

Customer Service
Problem-solving
Communication
Empathy
Patience

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In-Flight Entertainment Issues

Character’s Role

Frustrated Passenger

User’s Role

Flight Attendant

Scenario Location

In Flight

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No technical knowledge required.