Commercial Fixed Wing
Confusion; Situational Awareness
Deviation / Discrepancy - Procedural Hazardous Material Violation; Deviation / Discrepancy - Procedural Published Material / Policy
General Maintenance Action
Human Factors
Please know that the incident I am referring to is relayed third hand. On the afternoon of [date]. I received an email from a Customer Service agent in ZZZZ asking for assistance regarding a passenger's missing scooter-hoverboard. Despite company regulations surrounding the hoverboards being specifically prohibited; I had no idea what a scooter-hoverboard was. ZZZ had the item on-handed as ZZZ prohibited the item to go to ZZZZ and removed it from the passengers possession. I went to where the item was stored and took pictures (attached). The passenger has stated multiple times that he removed the battery in ZZZ1 before the ZZZ1 team allowed him to board. The issue is that there is still some sort of power supply on the item; as it can be turned on; lights up; and appears to have some sort of indicator that shows a battery reading. With all of the changes in items that are allowed; not allowed; allowed in-cabin only; batteries removed; etc.; we had a gate crew and flight crew that allowed a hoverboard to be loaded in the pit; and the passenger to carry the battery in the cabin. Currently the [Company] website states that all hover boards are prohibited however; some internal Wing-tips instructions only refer to lithium batteries; which this item appeared not to have; apparently. We are now in the process of attempting to reunite this passenger with his hover board without much success; as no one appears to ship them because of the historical mishaps with their batteries.
Airline Ground Personnel reported Lithium Ion battery powered hoverboard transported as cargo on initial flight but not transferred to connecting flight due to confusing company policy regarding Lithium Ion battery powered devices.