How should CSAs respond to emotional passengers?

The ideal response for Customer Service Agents (CSAs) when dealing with emotional passengers is to approach them with empathy and actively listen to their concerns. This method acknowledges the passenger's feelings and demonstrates that the agent values their emotional state. By listening actively, CSAs can better understand the root of the passenger's distress, allowing for a more tailored response that addresses their specific needs and concerns.

Empathy helps to de-escalate situations and can build rapport between the agent and the passenger, which is essential in the often high-pressure environment of air travel. Acknowledging emotions does not just signal care; it also opens up space for productive dialogue and can facilitate finding an effective solution that addresses the passenger's underlying issues.