How should you handle a situation where a passenger has lost their boarding pass and cannot verify booking?

How should you handle a situation where a passenger has lost their boarding pass and cannot verify booking?

• A. Attempt to locate the booking with name and ID, verify identity, reissue a boarding pass if policy allows, and escalate to supervisor if needed.
• B. Tell the passenger to go home.
• C. Cancel the flight.
• D. Refuse to help.

Answer: (C)

When a passenger loses their boarding pass and can’t verify the booking, the priority is to re-establish their identity and locate the reservation in the system. The right approach is to search the booking using the passenger’s name and a valid ID, verify that identity, and reissue a boarding pass if the policy allows. If the booking can’t be found or identity can’t be confirmed, escalate to a supervisor and follow the approved exception process. This keeps the flight moving, maintains security, and provides proper customer service. Telling the passenger to go home, canceling the flight, or refusing to help would not be appropriate and would fail to resolve the situation.

When a passenger loses their boarding pass and can’t verify the booking, the priority is to re-establish their identity and locate the reservation in the system. The right approach is to search the booking using the passenger’s name and a valid ID, verify that identity, and reissue a boarding pass if the policy allows. If the booking can’t be found or identity can’t be confirmed, escalate to a supervisor and follow the approved exception process. This keeps the flight moving, maintains security, and provides proper customer service. Telling the passenger to go home, canceling the flight, or refusing to help would not be appropriate and would fail to resolve the situation.