Airline Customer Service Guidelines Quiz

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What is the maximum time frame an airline has to provide a substantive response to written complaints?

14 days
30 days
21 days
28 days (correct)

Which of the following groups should receive appropriate attention according to passenger handling guidelines?

Passengers with disabilities, regardless of age
Both B and C (correct)
Business travelers only
Families with young children and elderly people

What must an airline provide if an investigation into a complaint takes longer than 28 days?

A compensation offer
No response is necessary
An interim response explaining the delay (correct)
A full refund

What does the Airline Passenger Service Commitment NOT include?

Legally binding regulations (B) Signup and view all the answers

What is the significance of developing customer service skills in passenger service roles?

Encourages customer loyalty and repeat business (C) Signup and view all the answers

Which of the following is NOT a responsibility of Passenger Ground Services Agents (PGSAs)?

Conducting security screenings (A) Signup and view all the answers

Where can passengers find the contact information for filing complaints with airlines?

Timetables, websites, and public information sources (C) Signup and view all the answers

The phrase 'to go the extra mile' in customer service refers to which of the following?

Making an exceptional effort to satisfy customers (B) Signup and view all the answers

Airline Complaint Response Time

Airlines are required to respond to written passenger complaints within 28 days, providing an interim response if investigations take longer.

Who are PGSAs?

PGSAs (Passenger Ground Services Agents) are the first point of contact for passengers at the airport. They handle various tasks, including check-in, baggage handling, and assisting passengers.

PGSA Grooming

PGSAs must maintain professional appearance and grooming, creating a positive impression on passengers. They represent the airline's brand.

Airline Passenger Service Commitment

The Airline Passenger Service Commitment outlines standards of service airlines commit to provide to passengers. It covers various aspects before, during, and after travel.