No Aircraft
Communication Breakdown; Confusion; Training / Qualification
Deviation / Discrepancy - Procedural Hazardous Material Violation; Deviation / Discrepancy - Procedural Published Material / Policy
General None Reported / Taken
Company Policy; Manuals; Procedure
Customer service unsure or unaware of proper handling of lithium batteries removed from mobility device. Operations made multiple requests to load planning to enter item on dangerous goods form without proper steps and documentation being completed.
An air carrier operations agent reported a customer service agent was uncertain about proper steps and documentation for handling a lithium battery removed from a wheel chair but requested load planning document it regardless.