Instructions: Please take a moment to write out how you propose a company should respond on social media to these posts from our customers. You will have the opportunity to ask any questions before you begin the written test. Additional background to help you answer questions has been provided where necessary. You will be graded on the thoughtfulness of the response, correct grammar and spelling, and overall strength in writing skills. You are not expected to know about the companies policies to answer the questions.

1. "I've had great experiences with the companies flight to Fort Myers. Every time I've run into an issue they've always made me feel like a priority. Special thanks to Karen who made that happen yet again today."

1. "So there was an 8 hr delay from Chicago to New Orleans we have been here since 6 am and its now 245. Bummer missing out on only nice day..."
   1. Background: If this is due to weather, airline's are not responsible and no vouchers are offered. If this is due to maintenance, the airline is responsible and we issue meal vouchers, sometimes flight vouchers depending on length of delay. Please write 1 response for weather and 1 for a maintenance delay with a meal voucher.

1. "A 45+ min wait to check your bag at Phoniex. So much disorganization it was beyond frustrating..."
   1. Background: If anyone waits more than 45 minutes for their checked bag, we automatically issue a voucher as a token of apology.

1. "Arrived 45 minutes ago and now I find out they've lost my bag! I can't get ahold of anyone to help me and I need my bag ASAP!"
   1. Background: We have a lost baggage department that can be reached by calling 641-888-1137 and selecting option 2.