Hurrah airlines
Background
You are members of the customer services department of hurrah airline, a budget airline company based at JFK Airport, New York. Hurrah Airlines offers low ticket prices for flights to Europe and limited services. It makes up for the low ticket prices by charging for extras like food, priority boarding, seat allocation, excess baggage, etc. You ofter receive correspondence, telephone calls and voicemail messages from customers who are unhappy with your service. Callers seem to forget that you are a budget airline, so you must keep operating costs low in order to provide passengers with cheap tickets. However, you have to deal diplomatically and effectively with these dissatisfied customers and to come up with solutions to their problems.