What is a primary role of the Complaint Resolution Official (CRO)?

The primary role of the Complaint Resolution Official (CRO) is to resolve customer complaints. This individual serves as a point of contact for passengers who have issues or concerns regarding their travel experience, ensuring that these matters are addressed effectively and efficiently. The CRO is trained to handle various situations, including those involving disabilities or other sensitive issues, making them an essential resource in maintaining customer satisfaction and upholding the airline's commitment to service quality. By focusing on resolving complaints, the CRO plays a vital role in enhancing the overall passenger experience and fostering customer loyalty.