What action should a CSA take if encountering a technical issue?

When a Customer Service Agent (CSA) encounters a technical issue, the appropriate action is to report the issue to IT support. This is crucial because technical problems can significantly hinder the ability to assist passengers and perform necessary tasks effectively. By reporting the issue, the CSA ensures that skilled professionals who specialize in technology can assess and resolve the problem swiftly.

This proactive approach minimizes disruptions to service, enhances operational efficiency, and maintains a satisfactory customer experience. Additionally, it demonstrates responsibility and a commitment to providing excellent service, reflecting positively on both the individual CSA and the airline as a whole.

In contrast, other responses would lead to negative outcomes. Ignoring the problem can exacerbate the issue and lead to more significant disruptions. Refusing to assist passengers would compromise the airline's service standards and customer satisfaction, while blaming team members could foster a toxic work environment and damage team dynamics. Thus, timely communication with IT support is the best course of action when faced with technical difficulties.