Lesson 22, Exercise 6: The Customer Service Rep
('Rep' is very common in the US. It is short for 'Representative'.)
- the Continental agents with checking in luggage, in addition to assisting the customers.
- customers only, with their luggage, for example.
- all the Continental Airlines employees working at the airport.
1 - Luggage (uncountable noun): Baggage, suitcases.
2 - Check in (phrasal verb): Sign in, register at a hotel or airport.