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

The Air Carrier Access Act requires airport and airline employees to provide equal access and reasonable accommodations to passengers with disabilities at no extra charge.

Question 2

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

Accepted Answer

30–45 minutes

Answer

Most US airlines require passengers to check in at least 30–45 minutes before departure to allow time for bag drop, security, and boarding.

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

A Passenger with Reduced Mobility (PRM) is any person whose mobility is limited due to physical or sensory disability, age, or illness requiring special assistance.

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

A government-issued photo ID such as a driver's license, passport, or military ID is required for domestic flight check-in.

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

Remaining calm, actively listening, and using a measured tone helps reduce tension and resolve conflicts with upset passengers.

AIRPORT EMPLOYEE Practice Test

AIRPORT EMPLOYEE Practice Test

AIRPORT EMPLOYEE Customer Service and Passenger Assistance