In this context, what is the primary responsibility of the CRO?

• A. Take complaints from PAX W/DISABILITIES
• B. Train crew on safety
• C. Manage baggage
• D. Schedule flights

Answer: (A)

Handling customer concerns is the CRO’s main role. The Customer Relations Officer acts as the frontline advocate for passengers, with a focus on accessibility and disability-related issues, ensuring that complaints from passengers with disabilities are formally received, investigated, and resolved with appropriate accommodations and timely follow-up. This function centers on listening to customers, documenting concerns, coordinating with the right teams, and working toward satisfactory solutions.

Operational tasks like safety training for crew, baggage handling, or flight scheduling fall under other roles within the airline’s structure, so they aren’t the CRO’s primary focus.