What is the primary function of a Complaint Resolution Official (CRO) in an airline?

The primary function of a Complaint Resolution Official (CRO) in an airline is to address passenger complaints. This role is vital for ensuring customer satisfaction and support, particularly when travel disruptions occur or when passengers face issues related to services provided by the airline. The CRO serves as a designated individual who possesses the authority and expertise to resolve complaints effectively, whether they involve ticketing issues, service quality, or accommodations for passengers with disabilities.

This focus on complaint resolution helps maintain a positive relationship between the airline and its customers, as it demonstrates the airline's commitment to listening to and addressing the concerns of its passengers. Furthermore, effective complaint resolution can enhance the overall travel experience and encourage customer loyalty, which is essential in the competitive airline industry.