A passenger claims you failed to follow a standard procedure. How would you respond to the passenger and your supervisor?

A passenger claims you failed to follow a standard procedure. How would you respond to the passenger and your supervisor?

• A. Listen, apologize, explain steps taken, review procedures, and adjust if needed.
• B. Deny the claim and blame the passenger.
• C. Ignore the complaint and continue.
• D. Tell the supervisor the passenger is lying.

Answer: (A)