AIRPORT EMPLOYEE Customer Service and Passenger Assistance 1 — Questions and Answers
Question 1: Under the Air Carrier Access Act, what must airport employees provide to passengers with disabilities?
- Equal access and reasonable accommodation (Correct answer)
- Priority boarding only for first class
- Discounted fares
- Reserved parking near the terminal
Correct answer: Equal access and reasonable accommodation
The Air Carrier Access Act requires airport and airline employees to provide equal access and reasonable accommodations to passengers with disabilities at no extra charge.
Question 2: What is the standard check-in cutoff time before departure for most US domestic flights?
- 30–45 minutes (Correct answer)
- 10 minutes
- 2 hours
- 1 hour 30 minutes
Correct answer: 30–45 minutes
Most US airlines require passengers to check in at least 30–45 minutes before departure to allow time for bag drop, security, and boarding.
Question 3: What term describes a passenger who requires special assistance due to a physical or mental condition?
- Passenger with Reduced Mobility (PRM) (Correct answer)
- Special Needs Traveler (SNT)
- Medically Restricted Passenger (MRP)
- Assisted Travel Client (ATC)
Correct answer: Passenger with Reduced Mobility (PRM)
A Passenger with Reduced Mobility (PRM) is any person whose mobility is limited due to physical or sensory disability, age, or illness requiring special assistance.
Question 4: Which document is the standard identification for US citizens when checking in for a domestic flight?
- Government-issued photo ID (Correct answer)
- Student ID
- Credit card
- Library card
Correct answer: Government-issued photo ID
A government-issued photo ID such as a driver's license, passport, or military ID is required for domestic flight check-in.
Question 5: What is the recommended de-escalation technique when dealing with an irate passenger?
- Remain calm, listen actively, and speak in a low, even tone (Correct answer)
- Raise your voice to match theirs
- Immediately call security
- Ignore the passenger until they calm down
Correct answer: Remain calm, listen actively, and speak in a low, even tone
Remaining calm, actively listening, and using a measured tone helps reduce tension and resolve conflicts with upset passengers.
Question 6: What is an IDB compensation requirement under DOT rules for domestic flights delayed 1–2 hours due to oversales?
- 200% of the one-way fare, up to $775 (Correct answer)
- Full refund only
- A flight voucher equal to ticket price
- No compensation required
Correct answer: 200% of the one-way fare, up to $775
DOT regulations require airlines to compensate involuntarily bumped passengers with 200% of the one-way fare (up to $775) for domestic delays of 1–2 hours.
AIRPORT EMPLOYEE Customer Service and Passenger Assistance 1
Under the Air Carrier Access Act, what must airport employees provide to passengers with disabilities?