Customer Service and Passenger Assistance Flashcards

What is the correct procedure when a passenger reports a lost item in the terminal?

Answer: Direct them to the airport's lost and found office or log the item per airport policy

Passengers should be directed to the airport's lost and found office where items are logged and stored according to airport policy.

What is the role of a Ground Service Equipment (GSE) operator in airport operations?

Answer: To operate vehicles and equipment that support aircraft on the ramp

GSE operators drive and maintain equipment such as baggage tugs, belt loaders, and fuel trucks that support aircraft turnaround on the ramp.

What is an IATA airport code?

Answer: A three-letter code assigned to airports by the International Air Transport Association

IATA codes are three-letter designators assigned by the International Air Transport Association to identify airports worldwide, such as LAX for Los Angeles.

What is a 'through passenger' at an airport?

Answer: A passenger who continues on the same flight after a stopover without changing planes

A through passenger remains on the same aircraft or flight number during a scheduled stopover, not requiring a gate change or rebooking.

What should a gate agent do if a passenger arrives after the boarding door has closed?

Answer: Follow airline policy, which typically does not allow boarding after door closure

Once the boarding door is closed, gate agents follow strict airline policies that generally prohibit reopening the door for late passengers.

What is the purpose of an airline's customer service plan filed with the DOT?

Answer: To document commitments made to passengers regarding delays, cancellations, baggage, and refunds

DOT requires airlines to publish a customer service plan detailing their commitments to passengers for situations like delays, cancellations, denied boarding, and baggage issues.