Lost Baggage 1

Lost Baggage 1
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  • Hello, is there a problem sir? How may I help you?
  • I've been waiting for 45 minutes for my luggage and it has not appeared yet. Everyone else has theirs. Where is my suitcase? This is really annoying. I have a taxi waiting.
  • I am very sorry to hear that sir. I will do my best to find it for you but first you need to complete a Property Irregularity Report which will help us trace your suitcase. Is it just one case?
  • Yes just one. I'm not really interested in completing a stupid form. I just want my suitcase so I can get to my hotel and start my holiday. I don't want to be stuck in an airport!
  • Please be patient sir, we are trying our best. Can I ask when you last saw your bag and do you have the bag tag number? It should be on a sticker on your boarding pass
  • I last saw it at check-in. The tag number is STUV1234. It's a plain black hard suitcase. Medium size with 4 wheels and a handle. It's got a red and white stripey bag strap
  • Thank you that's really helpful. Can you complete your contact details on the top of the form please including your hotel address and details of your flight(s). Once I have that information I can enter it into the WorldTracer system which will highlight any matching suitcases that have been found. it's an amazing system and I'm sure we will locate your bag.
  • I hope it is! What happens next? How long do I have to wait? What will I do in the meantime. I have nothing!
  • Virgin pay £50 towards essential items under these circumstances but you must keep all your receipts and claim online. I will give you their web address. You can also claim against your travel insurance.
  • I suppose that's better than nothing. Thanks for that information. What happens when your wonderful system finds my suitcase?
  • When we find it we will send it to you via our 'rush bag' system and the bag will be delivered direct to you. However if it isn't traced within 21 days then unfortunately we consider it to be irretrievably lost but you will be able to claim through your insurance. Hopefully it will not come to that.
  • I hope not too. I appreciate all your help with this. I know you must have to deal with some difficult customers and I admire your patience! Thank you. 
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