Overweight Obstacles

About the Case

Cade Winslow is checking in for a flight from JFK to LHR when the airline agent informs him that his checked bag exceeds the weight limit by 7 pounds. Frustrated, he argues that small overages should be allowed without penalty and questions the fairness of the policy.

As the airline agent, your role is to remain professional while enforcing the baggage policy, explaining the rationale clearly, and handling Cade’s objections with patience and diplomacy.

Learning Objectives:

• Explaining excess baggage policy and fees in clear, simple terms
• Remaining calm when the passenger becomes frustrated or demands a waiver
• Offering solutions like rechecking weight or redistributing luggage
• De-escalating tension and finding a compromise while respecting policies
• Flexibly negotiating to satisfy both the airline and passenger