AIRPORT EMPLOYEE Customer Service and Passenger Assistance

Question 1

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

Accepted Answer

Equal access and reasonable accommodation

Answer

Priority boarding only for first class

Answer

Discounted fares

Answer

Reserved parking near the terminal

Question 2

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

Accepted Answer

30–45 minutes

Answer

10 minutes

Answer

2 hours

Answer

1 hour 30 minutes

Question 3

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

Accepted Answer

Passenger with Reduced Mobility (PRM)

Answer

Special Needs Traveler (SNT)

Answer

Medically Restricted Passenger (MRP)

Answer

Assisted Travel Client (ATC)

Question 4

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

Accepted Answer

Government-issued photo ID

Answer

Student ID

Answer

Credit card

Answer

Library card

Question 5

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

Accepted Answer

Remain calm, listen actively, and speak in a low, even tone

Answer

Raise your voice to match theirs

Answer

Immediately call security

Answer

Ignore the passenger until they calm down

Question 6

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

Accepted Answer

200% of the one-way fare, up to $775

Answer

Full refund only

Answer

A flight voucher equal to ticket price

Answer

No compensation required