What should a CSA do in case of an emergency situation?

In an emergency situation, a Customer Service Agent (CSA) must prioritize safety and adhere to established emergency protocols. Following these protocols from training ensures that the situation is managed effectively and that passengers receive the necessary assistance. This systematic approach helps maintain order, facilitates a quicker resolution, and ensures the well-being of everyone involved.

Assisting passengers during such incidents is critical. It involves clear communication about available options, guiding them to safety, and providing emotional support, which can significantly reduce panic. By acting in accordance with emergency protocols, a CSA can help ensure a coordinated response that minimizes confusion and maximizes safety for all.