What should a CSA do when they encounter language barriers with a passenger?

When a Customer Service Agent encounters language barriers with a passenger, utilizing a translation app or seeking assistance is the most effective approach. This method acknowledges the communication challenge and actively seeks a solution, prioritizing the passenger's understanding and comfort. Translation apps can facilitate real-time conversations, allowing the CSA to convey important information clearly, which enhances the overall customer experience.

If a CSA were to ignore the passenger, it would likely lead to frustration and a negative experience, as the passenger would feel neglected and unable to communicate their needs. Providing only written instructions may not fully address the issues since not all passengers may be literate in English or capable of understanding written documents, especially if they require verbal clarification. Similarly, assuming that a passenger understands English disregards the reality of diverse language backgrounds and limits the possibility of effective communication, which could result in misunderstandings or unmet needs. Ensuring clear communication through tools or assistance is essential in delivering quality customer service.