What is the role of a Complaint Resolution Official?

• A. Greeting line: A person who handles customer complaints about meal service.
• B. A staff member responsible for laws and regulations pertaining to non-discrimination in air travel for individuals with disabilities.
• C. Security liaison for flight deck
• D. In-flight catering manager

Answer: (B)

Complaint Resolution Official is the role that handles and resolves complaints about compliance with nondiscrimination laws in air travel for passengers with disabilities. This means focusing on whether airlines treat travelers with disabilities fairly and provide required accommodations, rather than dealing with meal service details, security coordination, or in-flight catering management.

In practice, this role involves reviewing complaints, gathering relevant information from the passenger and the airline, applying applicable disability nondiscrimination regulations, and guiding a resolution. The emphasis is on ensuring rights are protected and regulations are followed, which is why this option best describes the position. The other roles model different duties—customer service for meals, security liaison, and catering management—each of which doesn’t center on enforcing nondiscrimination laws or resolving regulatory complaints.