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Customer service representative reported communication breakdown with supervisor regarding the removal of a lithium ion battery from a suitcase.
| Attributes | |
| ACN | 1539068 |
| Time | |
| Date | 201805 |
| Place | |
| Locale Reference | ZZZ.Airport |
| State Reference | US |
| Environment | |
| Flight Conditions | VMC |
| Aircraft 1 | |
| Make Model Name | Commercial Fixed Wing |
| Operating Under FAR Part | Part 121 |
| Flight Phase | Parked |
| Flight Plan | IFR |
| Person 1 | |
| Function | Gate Agent / CSR |
| Events | |
| Anomaly | Deviation - Procedural Published Material / Policy Deviation - Procedural Hazardous Material Violation Flight Deck / Cabin / Aircraft Event Passenger Electronic Device |
Narrative:
Had a passenger advise she had a smart bag and a battery that was attached to the inside of the bag by screws. I called the supervisor to assist passenger in removing the battery from the bag per our briefing items. Supervisor showed up and had a conversation with the passenger. I never saw the bag open and any battery removed from the bag. When I asked the supervisor after how they got the battery out without tools I was told that it didn't need to come out because it was a carry-on bag and not a checked bag. This is against what we have been briefed. When I said I needed to [report the incident] because this is a safety issue; it was only at that time did the supervisor change the story and now say that the battery was removed. I believe the supervisor allowed the passenger to take the bag onto the flight with the battery still screwed in place inside the bag; based on what I was first told when I asked the question.
Original NASA ASRS Text
Title: Customer Service Representative reported communication breakdown with Supervisor regarding the removal of a Lithium Ion battery from a suitcase.
Narrative: Had a passenger advise she had a smart bag and a battery that was attached to the inside of the bag by screws. I called the Supervisor to assist passenger in removing the battery from the bag per our briefing items. Supervisor showed up and had a conversation with the passenger. I never saw the bag open and any battery removed from the bag. When I asked the Supervisor after how they got the battery out without tools I was told that it didn't need to come out because it was a carry-on bag and not a checked bag. This is against what we have been briefed. When I said I needed to [report the incident] because this is a safety issue; it was only at that time did the Supervisor change the story and now say that the battery was removed. I believe the Supervisor allowed the passenger to take the bag onto the flight with the battery still screwed in place inside the bag; based on what I was first told when I asked the question.
Data retrieved from NASA's ASRS site and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.