---
title: "The cases the passenger office takes, and how each one moves"
description: "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."
last_updated: 2026-09-20
---

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

Source: https://viber.demo.busymate.ai/services

> 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.

## 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.


## Sitemap

Every page on this site: [sitemap.md](https://viber.demo.busymate.ai/sitemap.md)