"You don't." - I felt this was a hostile and unproffesional question at my level of experience. If my resume does not convey the level of commitment, proffesionalism and proffesional success I have accrued throughout my life then I am not the person for you and I respect that. In that case please have the courtesy of not waisting my time and asking me to travel and spend a vacation day at my expense for an opportunity that will not yield.
Stay calm. If I am calm the customer can become calm. Block passes, check if anything has been withdrawn; if not, assure them that no money has been stolen. Find out how he can get the new passes and what options they are for in the meantime (e.g. a creditcard).