a) When confronted by unhappy passengers, staff can resolve complaints using the following
principles:
i Listen to passenger’s complaint before responding. Show attentiveness and
understanding.
ii Empathise by putting ourselves in the place of the passenger. Show a concern /
understanding expression.
iii Explain the By-Laws, if necessary, by using polite tone of voice. Be tactful, assertive
and keep within the context and do not deviate.
iv When a complaint cannot be resolved, staff may politely assist passenger to complete
a complaint form