Your Name
BTEC National Diploma in Travel and Tourism Level 3
Complaint Role Play
D2- Consistently project a confident, professional image when carrying out resort
activities and dealing with customers in different situations.
Role Play One- Lost Possessions
You are a Ski Representative in Pila, Italy and have been informed by Mr and Mrs Brown
from Essex, that their chalet has been burgled. Their possessions have been stolen,
including their passport, money, credit cards, skis and their flight tickets home. They are
both stressed and looking for guidance. It is 16:00.
Ebony: Good Afternoon, are you alright?
Mr Brown: No, I am not alright actually. My chalet has been burgled and they have stolen
mine and my wife’s passports and flight tickets home. They also stole some of our
holiday money, credit cards and our skis. We went out for lunch up the mountains and
came back to our chalet being turned upside down.
Ebony: Who is your travel insurance with?
Mr Brown: Cooperative Travel, I arranged it separately to my package holiday.
Ebony: Okay Mr Brown, I cannot contact them for you. Therefore, you will be required to
contact them outlining the items that have been stolen- you will be required to provide
them with a Police report, so I would recommend calling them tomorrow. However, I w
ould recommend you cancel your credit cards now to ensure that they cannot spend any
money on them.
Mr Brown: I will do that now, but what am I meant to do about the £500 they stole, my
passports? I have no way to get home without those tickets and I can’t even ski.
Ebony: Do not panic Mr Brown, you can visit Interski regarding your stolen skis, so you
can continue your holiday. Could I please have your booking reference so I can contact
head office to cancel your return tickets. They can then send you can e-ticket or I can
print them in reception if you would prefer a paper copy.
Mr Brown: My booking reference is EHDJ19O.
Ebony: Okay, I will call them now. Whilst I call them, you cancel your credit cards.
Mr Brown: Thank you.
5 minutes later
Ebony: Your tickets should come through in the next 12 hours, if you want me to print
them just email them over to me.
Mr Brown: Thank you, what should I do about the money, passports and skis?
Ebony: Depending on your insurance you should be able to claim your lost cash.
However, we need to report your passport missing to the Police and detail everything
that you have lost. We then need to call the National Passport Information Centre to
officially register it as lost- this ensures that the person that stole if cannot use it to
travel as it will not longer be valid.
Mr Brown: Should we do that now?
Ebony: Yes, we will go through step by step together.
Mr Brown: Okay, so first we call the Police.
, Your Name
BTEC National Diploma in Travel and Tourism Level 3
Ebony: I find the number for the National Passport Information Centre while you call the
Police. If there is not an English speaking officer I can translate for you.
Mr Brown: Okay thank you.
5 minutes later
Mr Brown: They said that there have been multiple break-ins in the area, and they are
keeping an eye out. They will call the hotel if they catch the thief.
Ebony: Hopefully you will get your belongings back before you fly home. I found the
number. It is 0871 376 0023.
Mr Brown: Thank you, I will call them.
5 minutes later
Mr Brown: I have reported both the passports missing, and they have cancelled them.
Ebony: Okay, the closest embassy is in Milan. You can travel to Milan Wednesday
morning. There is a 4-day excursion, you have 3 weeks before you are due to fly home.
Therefore, you must join the excursion- you do not need to pay as there is room on the
coach. I will call to arrange an appointment in the next 5 days.
Mr Brown: What do I need to take?
Ebony: You need to take a passport sized photo, your driver’s license, I have a photocopy
of your passport on file, so you will have to take this as evidence of your British
citizenship. You will have to get your police report, and the booking confirmation to
confirm that you are planning to travel home. You then need the DS-11 Application that
they will assist you in completing and the DS-64 statement that the National Passport
Information Centre would have emailed you. You will be required to pay the fee for a new
passport, but depending on your insurance, you may get this back.
Mr Brown: How long will the passport take?
Ebony: It is an emergency so it should take 24 hours, this passport will only last you for
your journey home, and you will then have a valid passport in the post when you return
to the UK. Have you got any money for the remainder of your holiday?
Mr Brown: Thank you so much for all your help. I have the credit card that I took to lunch,
it is only cash and Patricia’s credit card that was stolen.
Ebony: At least you have money to last you the rest of your stay. Your bank account will
still be accessible online, so if you need more money you can transfer money over to
Patricia’s account. Visit Interski, I have called regarding your situation, you need to
provide them with the Police reference, and they will provide you with a new set of skis.
If you have any other problems, come back and I will try to assist you further.
Incident Report from Representative
