Customer Ekine Akuiyibo did not receive a checked-in item upon arriving on EI 3553/05AUG
1) Please locate the file number. (1 mark)
2) Please advise what is the missing item. (1 mark)
3) On which flight (number & date) was the item rushed/forwarded . (1 mark)
4) Please provide original bag tag number and rush tag number. (1 mark)
5) Where and on which date was the rush tag last scanned. (2 mark)
6) Are you able to locate any OHD for this item. (1 mark)

How long is the tracing period:

1. Primary Tracing: (1 mark)

2. Secondary Tracing: (1 mark)

3. When is the bag termed LOST: (1 mark)

In which area will you update these in an AHL:

Address: (1 mark)

Tag Number: (1 mark)

Your notes: (1 mark)

What will you do if there is no FWD, no OHD match inside or outside the file and as per Brock/Smartsuite the passenger travelled with BA from LHR to DUB and then from DUB to CDG with EI. (1 mark)

You see the following on the file:

1. BDO

2. BDO and FEDEX

-What is the difference between 1 & 2 (1 mark)

- what will you inform the customer (1 mark)

Consider a scenario in which a customer named Ray Rosario traveled on the morning of 22nd July to SFO and was missing 1 guitar and 1 trolley bag. The guitar was delivered on the morning of 30th July and the trolley bag was delivered on the late afternoon of 30th July and the delayed bag report was closed. The customer contacted us on the 4th August evening and informed that there is a hole at the bottom of the trolley bag.
1) Is the customer reporting the irregularity in the required timeframe? (1 mark)
2) As an Aer Lingus call center staff what can we do for him? (1 mark)
3) If we are going to give him any contact details (phone number or email or website link) then please share it. (1 mark)

Consider a scenario in which a customer named Michael Saunders traveled with his family on the evening of of 27 February to DUB on EI171 under PNR ABC123. They called us for the first time on morning of 5th March, to report a missing white surfboard under tag EI123456. They mentioned that they were travelling in a campervan and did not have access to mobile so are reporting late. As per BROCK, the scanning records confirm that the surfboard was loaded from LHR on EI171/27Feb.

1) As a call center staff what will we do in this case? (2 marks)
2) If the customer states that they wish to file a claim what will you advise? (1 mark)

In which categories will you update (2 marks):

Hairbrush

Electric toothbrush

Dentures

Vans shoes

For AHL DUBEI26638, please provide following information:
1) Current status of file. (1 mark)
2) Brand name of bag. (1 mark)
3) Reason for loss. (1 mark)
4) Where was the bag located? If there was any on-hand then please provide reference number. (2 marks)
5) On which flight number & date was the bag received before it was setup for delivery. (1 mark)
6) Was the bag delivered at the permanent address or temporary address of customer? (1 mark)
7) If the customer calls today and says that his jacket and a scarf got misplaced onboard during the flight, what action will we take/inform the customer? (2 marks)