What should you do for a passenger described as fluffy?

• A. Hand them the brochure.
• B. Ask for ID.
• C. Direct them to the customer service desk.
• D. Provide a city map.

Answer: (A)

Providing a brochure gives the passenger quick, self-serve access to essential information they can read at their own pace. When someone is described as fluffy, they’re likely looking for straightforward, introductory information rather than a detailed, one-on-one hand-holding. A brochure typically contains key airport details, services, maps, and answers to common questions in a compact format, so it satisfies their informational needs efficiently without adding extra steps or requiring paperwork. The other options involve additional steps or requirements (like asking for ID or directing them to a desk) or assume a need for specialized assistance that isn’t indicated by the description. Handing the brochure is a proactive, friendly way to help right away.