What is the primary role of Complaint Resolution Officials (CROs)?

• A. Resolve disputes about in-flight meals
• B. Resolve disputes/complaints of exit row seating or passengers with disabilities
• C. Schedule crew rests
• D. Inspect aircraft maintenance logs

Answer: (B)

CROs focus on resolving disputes and complaints about seating, especially when it involves exit row seating or passengers with disabilities. They act as a neutral point of contact to understand the concern, ensure safety requirements for exit row seats are met, and coordinate a solution with the crew. This could mean re-seating a passenger, arranging a suitable accommodation, or explaining policy and regulatory constraints to all parties. The aim is to balance safety with respectful, customer-focused service, making sure seating decisions comply with safety rules and accessibility considerations. They aren’t responsible for crew scheduling or inspecting maintenance logs, which fall to other roles.