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Customer Service and Passenger Assistance Flashcards

6 cards from real AIRPORT EMPLOYEE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 Customer Service and Passenger Assistance flashcards as text

  1. Under the Air Carrier Access Act, what must airport employees provide to passengers with disabilities?

    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.

  2. What is the standard check-in cutoff time before departure for most US domestic flights?

    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.

  3. What term describes a passenger who requires special assistance due to a physical or mental condition?

    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.

  4. Which document is the standard identification for US citizens when checking in for a domestic flight?

    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.

  5. What is the recommended de-escalation technique when dealing with an irate passenger?

    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.

  6. What is an IDB compensation requirement under DOT rules for domestic flights delayed 1–2 hours due to oversales?

    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.