Case study of a airline customer

Please elaborate the point form as below

What could have been done by the travel agency, CEO of Malindo Air, Customers, Tofayel (air staff) to pre-warn and assist the customers that might have prevented this unhappy incident from happening?

OR How to deal with the problem from airline perspective?

How to deal with the problem from the agent perspective?

it is highlighted in red in the document as attached

all in point form as i need to remember it for my examination thanks

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