What is the role of the CRO?

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

Answer: (B)

The CRO focuses on customer relations and accessibility, handling issues that affect passengers with disabilities. This role involves listening to and resolving complaints from passengers with disabilities, ensuring their needs are met and their rights are respected under relevant laws. The CRO serves as a liaison, coordinating accommodations and communicating with crew to address problems encountered by these passengers, so travel is as smooth and compliant as possible. Tasks like training crew on safety, managing inflight meals, or scheduling flights belong to other departments—Safety/Training, Inflight Services, and Operations respectively—so they aren’t the CRO’s primary function.