Which action is appropriate when assisting a passenger with information?

• A. Hand them the brochure.
• B. Ignore the request.
• C. Ask for payment upfront.
• D. Refer to a different desk.

Answer: (A)

Providing direct, tangible information in the moment is best because it gives the passenger a reliable resource they can reference later. Handing them the brochure offers a concise, written summary they can review at their own pace, which helps prevent miscommunication and shows proactive, customer-focused service. It also accommodates travelers who process information better in a physical format or need to jot down details.

Ignoring the request leaves the passenger without guidance, which isn’t helpful. Asking for payment upfront is inappropriate in a service interaction. Referring to a different desk can delay assistance, whereas giving the brochure directly addresses the request efficiently and keeps the passenger moving smoothly.