What actions should a CSA take if a flight becomes oversold?

When a flight becomes oversold, the appropriate action for a Customer Service Agent (CSA) is to inform passengers about the situation and offer rebooking incentives. This approach is vital for maintaining customer satisfaction and trust. By communicating transparently with passengers who may be affected, the CSA can help manage their expectations and potentially alleviate frustration caused by the overselling of the flight.

Offering rebooking incentives, such as travel vouchers or compensation, can encourage volunteers to take a later flight, which can help resolve the oversold situation amicably. This proactive engagement shows that the airline values its customers and their travel plans, ultimately leading to a more positive customer experience.

The other options do not align with effective customer service practices. Ignoring the situation until boarding starts can lead to confusion and disappointment among passengers. Requesting all passengers to leave the aircraft is not practical or courteous, as it disregards the needs and rights of the passengers who have already boarded. Changing the flight routes immediately is an extreme measure that may not be feasible and could create additional complications in scheduling and operations.