Non-PRO English Other General / Conversation / Greetings / Letters

Hello everyone,

Most of the items lost on a plane are quickly found by the flight attendant and cleaning crews as they prepare for the next flight. They used to take found items to the KLM transfer desk with a note that said, “This was found in seat 2D,” and hopefully the airline could match it up with the online forms a few days later. Amster-dam, however, is a major stopover on transEurope and other flight paths, and many fliers who forget personal belongings on the plane are still in the airport waiting for their connecting flights when their items are found by the crew.

A member of ­Vogel-Meijer’s social media team who works at the airport found a better way to reconnect customers with their lost items. Armed with only a tablet computer and a smartphone, she completely changed customer service from reactive to proactive.

Without a committee meeting or official policy­change—the KLM culture emphasizes employee initiatives­—she asked flight crews ****to call her instead of**** taking found items to a transfer desk. On her tablet, she could then look up a customer’s itinerary and discover that his next flight was leaving from gate 37 to Paris in forty­-five minutes. “She rushes immediately to the gate, looks for Mr. Jensen, and tells him, ‘Could it be that you lost something?’ Mostly, they don’t even know they have lost it yet, and suddenly they have their iPad back,” explains Vogel-Meijer.

Could someone please explain to me why she asked to call/phone her, what was the point/purpose of doing so?
I've to admit I fail to understand that?

Thank you.