Confiança é fundamental. Se você cometeu um erro, trabalhe para reparar o relacionamento. Seja sincero: diga ao cliente o que você pode fazer e quando. Defina as próximas etapas claras: certifique-se de que o cliente saiba o que esperar a seguir. Peça ajuda. Se necessário, envolva outras áreas para obter suporte extra

Handling frustrated passengers at baggage claim requires a calm, empathetic, and solution-focused approach. First, actively listen to the passenger's complaint to fully understand their concerns. Acknowledge their frustration, as validation helps to diffuse tension. Remain composed and avoid becoming defensive, ensuring a professional demeanor at all times. Clearly communicate the steps being taken to resolve the issue, and if possible, offer a realistic timeframe for resolution. Additionally, collaborate with the baggage handling team to track the luggage or provide alternative solutions. By remaining patient and providing consistent updates, you can turn a negative experience into a positive one.