What should a CSA do when assisting passengers at a kiosk?

Providing assistance and troubleshooting issues at a kiosk is an essential duty of a Customer Service Agent (CSA). When passengers use a kiosk, they may encounter various challenges, such as difficulties with payment processing, printing boarding passes, or checking baggage. By offering support and helping resolve any issues, the CSA enhances the passenger experience and ensures smoother operations.

This approach demonstrates a commitment to customer service, as passengers often appreciate guidance during self-service processes. Rather than simply directing them elsewhere or only observing their actions, engaging with passengers and aiding them in using the kiosk effectively makes for a more efficient and positive interaction. Assisting passengers empowers them and helps build their confidence in using self-service technology, ultimately benefiting the overall flow of airport operations.