What is the primary responsibility of a Customer Service Agent (CSA)?

The primary responsibility of a Customer Service Agent (CSA) is to assist customers across various operational roles. This encompasses a broad range of tasks that interact directly with passengers to ensure a positive travel experience. CSAs are often the first point of contact for travelers, assisting with check-in processes, responding to inquiries about flight status, and providing information about services and policies. Their role is vital in managing the smooth flow of operations at the airport, addressing customer needs, and resolving issues that may arise before and during travel.

The choice about overseeing in-flight services pertains more to roles that focus on managing services during the actual flight and is typically associated with flight attendants rather than CSAs. Ticketing sales and reservations do fall under the umbrella of customer service; however, CSAs engage in a wider spectrum of customer interactions that are not limited solely to ticketing. Flight scheduling and planning are operational roles that focus on the logistics of flight management and are outside the customer service domain. Therefore, the correct choice represents the comprehensive nature of a CSA's responsibilities, encompassing various aspects of customer interaction and support.