ACC Cheat Sheet 2026

The 30 highest-yield ACC facts, distilled from real exam questions. Print it, save it as a PDF, or study it here — free, no sign-up.

1. Which of the following is the most effective de-escalation technique when dealing with an angry and verbally aggressive passenger? → Using empathetic language and acknowledging the passenger's feelings.
2. Which document serves as proof of a passenger's travel contract with the airline? → The airline ticket (e-ticket)
3. When a customer's frequent flyer miles are about to expire, what is the most appropriate action a customer service agent should advise? → Perform any qualifying account activity such as a flight, purchase, or partner transaction
4. In airline reservations, what is a 'codeshare' flight? → A flight marketed by one airline but operated by another
5. A customer wants to combine miles from two separate frequent flyer accounts. What is this process typically called? → Miles pooling or combining
6. Which program allows US Customs pre-clearance for international travelers entering the US? → Global Entry
7. A domestic U.S. flight is oversold. According to Department of Transportation (DOT) regulations, what is the first action a customer service agent must take? → Ask for volunteers to give up their seats in exchange for compensation.
8. Which term describes the minimum number of miles or points required for a free award ticket in a loyalty program? → Award redemption level
9. When a passenger presents a REAL ID-compliant state ID for domestic travel, the agent should: → Accept it as valid identification for boarding
10. What does the APIS (Advance Passenger Information System) require airlines to transmit to US CBP? → Passenger biographic and travel document data before departure
11. What is a 'PNR' in airline reservations? → Passenger Name Record
12. What does 'OSI' stand for in a GDS passenger record? → Other Service Information
13. Under DOT regulations, what is the maximum tarmac delay allowed for domestic US flights before passengers must be offered deplaning? → 3 hours
14. According to the internationally recognized security threat levels, which of the following best describes a 'Level 1 Threat'? → Disruptive or suspicious behavior, including verbal harassment or threats.
15. What does the term "boarding pass" signify in airline travel? → Authorization to enter the aircraft cabin
16. What does the booking class code 'Y' typically represent in airline reservation systems? → Full-fare economy class
17. Which of the following is an example of a non-airline partner through which frequent flyer miles can typically be earned? → Hotel stays and car rentals
18. Which federal regulation requires airlines to make a public address announcement listing the non-stop route if a flight diverts? → DOT's 14 CFR Part 259 requires passenger notifications for diversions
19. What should passengers do if they miss their connecting flight due to a delay on the first leg? → Contact airline customer service for rebooking assistance
20. Which form must international passengers complete upon arrival in the United States to declare goods and currency? → CBP Form 6059B (Customs Declaration Form)
21. What is the standard IATA baggage allowance code used on a ticket to indicate one free checked bag? → 1PC
22. What is the primary function of a Common Use Passenger Processing System (CUPPS) at an airport check-in area? → To allow multiple airlines to share the same check-in desks, gates, and other equipment.
23. Which dangerous goods category is ALWAYS prohibited in both carry-on and checked baggage on commercial flights? → Explosives and flammable compressed gases
24. What information is NOT typically stored in an airline PNR? → Passenger's credit score
25. Which fare basis code suffix typically indicates a ticket is valid for travel on weekends only? → W
26. What does the fare condition 'ADV14' mean on an airline ticket? → Must be purchased at least 14 days before departure
27. Which US federal agency is responsible for screening passengers and carry-on baggage at commercial airports? → Transportation Security Administration (TSA)
28. Which of the following is the primary global system used by airlines and ground handlers to trace and match mishandled baggage? → WorldTracer
29. What is the primary goal of airline customer service? → Ensuring customer satisfaction and safety
30. A 'SSR' code in a reservation is used to request: → Special service requirements such as meal or wheelchair