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Customer service agent dealing with passengers ready to board a flight
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Unit 8P4 P5
The customer is service agent is working at the check in desk dealing with passengers ready
to board the flight.
Passenger D: Laurence Didier is flying to Brussels for an exhibition of kitchenware.
The passenger has waited in a long queue ready to check in his luggage. It is now his turn
to check in his luggage after the long wait.
CSA: Welcome to Heathrow Airport, would you like to check in?
Laurence: Yes I would thank you for asking.
CSA: Ok could I ask you for your forename and surname.
Laurence: My name is Laurence Didier
CSA: Thank you now where are you travelling today?
Laurence: I am travelling to Brussels for an exhibition of kitchenware.
CSA: Enjoy your trip to Brussels. Have you checked in online or should I assign you a seat?
Laurence: I have not booked online. Could you assign me a seat please?
CSA: Ok I will look for seats available. Could you wait a minute?
CSA: There are 6 seats available but there is only 5 seats located in rows and two seats near
the window. Would you like a seat near the window or the aisle seat?
Laurence: I would like a seat near the window.
CSA: Ok, sir. How much luggage do you have sir?
Laurence: I only have suitcase and one bag because I am only travelling for a few days.
CSA: Have you packed your bag yourself or has someone done it for you?
Laurence: I packed everything in the suitcase myself.
CSA: Are you carrying anything for anyone else?
Laurence: No
CSA: Are you aware of anything in your suitcase that you need to declare?
Laurence: I don’t think so.
CSA: Could you open your bags and suitcase so I know you are not carrying anything that is
prohibited?
, Unit 8
P4 P5
Laurence: Ok have a look.
CSA: You are carrying food that is not allowed to be brought in. I’m afraid you cannot take
this because it is a prohibited item. Is there any other food in your luggage?
Laurence: I don’t think so
CSA checks his luggage and finds out that he has a large amount of cash that he has not
declared.
CSA: I have found cash above $10,000 this must be declared.
Laurence: I didn’t know about this. This is my first time carrying money.
CSA: I will only give you a warning but if it happens again you will have to pay a fine.
Laurence: Thank you very much this will not happen again.
CSA: The cash and food were the only problems I found so makes sure this does not happen
again.
The customer services agent puts all the items back in suitcase and hand luggage. The CSA
places the luggage on the belt. The CSA checks the weight then puts a label to put on the
suitcase and hand luggage.
CSA: Now you are checked in your flight is as 3:30 at gate 2. You will need your boarding
pass and passport to get through security without any trouble. I wish that you have a good
holiday.
Laurence: Thanks
He collects his luggage, boarding pass and passport then leaves to get to security.
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