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# Being Responsive to Passengers' Complaints Each airline must provide a substantive response to written complaints within 28 days. If investigation takes longer, an interim response explaining the delay is required. Airlines will designate a contact point for complaints, with their contact infor...

# Being Responsive to Passengers' Complaints Each airline must provide a substantive response to written complaints within 28 days. If investigation takes longer, an interim response explaining the delay is required. Airlines will designate a contact point for complaints, with their contact information available on timetables, websites, and other public information sources, or from accredited travel agents. ## Study Checks (Unit 6.2) **1. State TRUE or FALSE** **(a)** PGSAs can comment on security matters in the presence of a passenger. [True/False] **(b)** Airline speech/jargon can be used with passengers. [True/False] **(c)** Families with young children, elderly people, and passengers with disabilities should be given appropriate attention. [True/False] **2. The Airline Passenger Service Commitment** **(a)** Contains non-legally binding commitments to deliver defined standards of service to air travelers. **(b)** Covers 14 areas before travel, during travel, and after travel. **(c)** Enables air travelers to make a more informed choice of airline when planning their travel arrangements. **(d)** All of the above. # 6.2.3 Unit Summary This unit describes passenger handling guidelines and airline passenger service commitments. PGSAs (Passenger Ground Services Agents) are often the first customer contact at the airport and must be familiar with: * Guidelines on passenger handling * Personal grooming to create the right impression * How to provide assistance to passengers * Telephone etiquette * Furnishing information to members of the public * Airline Passenger Service Commitment # Module Summary Developing customer service skills is crucial to providing the best possible customer experience. Customer service is important because customers should feel valued and special, encouraging repeat business. Company personnel should show customers they care and strive to go the extra mile. Customer service is about positive relationships. To excel in passenger service roles, PGSAs should: * Handle difficult customers and situations with care. * Make the most of each customer interaction. * Develop customer loyalty. * Feel confident in any customer situation. * Adopt a customer service orientation. * Use effective communication. * Follow passenger handling guidelines. * Uphold the passenger service commitment. # Additional Relevant Training Courses * Travel Document and Entry Requirement Checks - eLearning * Passenger Assessment & Travel Document Check [www.iata.org/training-TAPP62](www.iata.org/training-TAPP62)