Who is primarily responsible for assisting customers in aviation operations?

The customer service agent plays a pivotal role in assisting customers during aviation operations. Their primary responsibilities include ensuring a smooth check-in process, handling inquiries, managing boarding and deplaning, and addressing customer concerns. Customer service agents act as the first point of contact for passengers, providing essential support concerning ticketing, baggage, and general travel information.

While flight attendants do assist customers during the flight by ensuring their comfort and safety, their role is focused on in-flight service rather than the pre-boarding and boarding processes. Pilots are responsible for the operation of the aircraft and navigating the flight, which does not directly involve customer assistance. Ground operations staff ensure that the aircraft is ready for departure and oversee logistical aspects but may not have direct interaction with customers in the same consistent manner as customer service agents. Hence, the customer service agent is the primary resource for supporting customers throughout their journey at the airport and beyond.