Why is it crucial for CSAs to assist passengers with kiosk issues?

Assisting passengers with kiosk issues is vital primarily to ensure that they have a positive self-service experience. When travelers encounter difficulties at a self-service kiosk, their overall experience can be significantly affected. If CSAs step in to help resolve these issues efficiently, it can lead to increased satisfaction and a smoother travel process.

A positive self-service experience not only enhances customer satisfaction but also builds loyalty towards the airline. When passengers feel supported in using technology, they are more likely to choose the airline for future travel as they recognize the company values their time and comfort. This can ultimately lead to higher customer retention rates and positive word-of-mouth recommendations.

In contrast, while reducing the workload of ticket agents, increasing sales of pre-purchased tickets, and encouraging passengers to use manual check-in may have their own merits, they do not fundamentally prioritize the immediate customer experience, which is the critical aspect of providing excellent service in the airline industry. Assisting with kiosk issues aligns directly with the goal of maximizing passenger satisfaction and effective service delivery.