If a passenger's flight has been delayed, what should a CSA do first?

When a passenger's flight has been delayed, the first action a Customer Service Agent (CSA) should take is to inform the passenger about the delay. This critical step ensures that the passenger is aware of the situation affecting their travel plans. Providing this information allows passengers to make informed decisions about their next steps, such as adjusting their plans or inquiring about alternative flight options.

Communicating timely and accurately about delays is vital in customer service, as it helps to establish trust and transparency between the airline and the passengers. Without this initial notification, the passenger may remain unaware of the status of their flight, leading to unnecessary confusion and frustration. While apologizing for the inconvenience is important, it comes after ensuring passengers are aware of their current situation. Similarly, providing vouchers or canceling bookings would follow once the passengers are properly informed of their flight status and expressed their needs or concerns.