The cases the passenger office takes, and how each one moves

Six kinds of case with what each covers, who may open one and how long it realistically takes. The assistant opens a case from this list rather than improvising a category.

Code	What it is	What it covers	Plan	Turnaround
`DL-LOST`	Left on board	Anything handed in at the terminus: bagged, numbered against the service and seat, and held for thirty days before it goes to a charity.	Any ticket holder	Checked against the terminus log within four hours
`DL-MISS`	Missed connection	When a late arrival breaks the onward leg: the office re-books the next available seat on the same route at no charge.	Through-tickets and Flex fares	Re-booked the same day, usually within the hour
`DL-REF`	Refund request	Cancellations, service disruptions and duplicate charges, assessed against the fare rule the ticket was bought under.	Per fare type — see the fare rules	Decision within five working days, payment within ten
`DL-SEAT`	Seat or accessibility request	Wheelchair spaces, a seat near the door, travelling with an assistance dog, or two seats together for a child.	Any ticket holder	Confirmed within one working day; 48 hours notice preferred
`DL-DAM`	Damaged luggage	A case cracked in the hold: photographs, a claim against the operator's insurer, and a decision that does not require a solicitor.	Any ticket holder	Acknowledged in 24 hours, assessed within ten working days
`DL-COMP`	Complaint about a service	Late departures, a coach that did not arrive, a driver's conduct — logged against the service number and answered in writing.	Any ticket holder	Written reply within ten working days

The assistant reads this same table through its list_services tool, so what it tells you and what this page says cannot drift apart.