AIRPORT EMPLOYEE Customer Service and Passenger Assistance 3

Question 1

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

Accepted Answer

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

Answer

Tell them to check with the airline only

Answer

Search the terminal personally

Answer

Ask them to return the next day

Question 2

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

Accepted Answer

To operate vehicles and equipment that support aircraft on the ramp

Answer

To check in passengers at the counter

Answer

To screen checked baggage

Answer

To manage gate assignments

Question 3

What is an IATA airport code?

Accepted Answer

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

Answer

A security clearance level for airport employees

Answer

A customs declaration form number

Answer

A passport control identification number

Question 4

What is a 'through passenger' at an airport?

Accepted Answer

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

Answer

A passenger who has cleared customs

Answer

A passenger transferring to a connecting flight

Answer

A passenger with a multi-city itinerary

Question 5

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

Accepted Answer

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

Answer

Allow boarding if the flight is still at the gate

Answer

Issue a full refund automatically

Answer

Rebook on the next flight at no charge

Question 6

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

Accepted Answer

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

Answer

To outline employee training requirements

Answer

To set pricing rules for ancillary fees

Answer

To define gate assignment protocols