Comprehensive test bank for AA/Envoy Customer
Service Agent (CSA) Training Exam 2025
questions with verified answers based
on airline procedures and service protocols.
1. What is the most important initial step when greeting a customer at the
ticket counter?
o A. Ask for their ID and reservation number
o B. Make eye contact and offer a friendly greeting
o C. Begin tagging their luggage
o D. Inform them of flight delays
2. If a customer is upset about a missed connection, the CSA should:
o A. Refer them to the website for rebooking
o B. Ask them to calm down before proceeding
o C. Acknowledge their frustration and begin exploring rebooking
options
o D. Direct them to baggage services immediately
3. When confirming a passenger’s identity, you should:
o A. Match the name on their ID with the name on the ticket
o B. Only check the expiration date of the ID
o C. Take a copy of the ID
, o D. Ask for two forms of ID
Check-in Procedures and Baggage Handling
4. What is the maximum weight for a standard checked bag on domestic
flights?
o A. 40 lbs
o B. 60 lbs
o C. 50 lbs
o D. 70 lbs
5. If a bag is overweight, what should the CSA do?
o A. Inform the customer of the fee and offer to repack
o B. Accept it without question
o C. Redirect the customer to TSA
o D. Refuse the bag entirely
Gate Procedures and Boarding
6. What is the proper protocol when preboarding passengers with disabilities?
o A. Wait until the main group is boarded
o B. Only assist if they ask
o C. Announce preboarding and offer assistance proactively
o D. Escort them to the last available seat
7. If a standby passenger is called to board, what must the CSA verify?
o A. Their ID and seat assignment
o B. Their baggage claim receipt
o C. Their ticket stub
, o D. The gate number
Safety and Security Procedures
8. When are you required to report suspicious activity?
o A. Only if you’re sure it’s a threat
o B. After checking with a supervisor
o C. Immediately, following TSA and company protocols
o D. Never, unless asked
9. A passenger forgets their ID but has a valid confirmation number. What
should you do?
o A. Refuse check-in
o B. Refer them to TSA for identity verification
o C. Issue a manual boarding pass
o D. Ask them to come back with ID
Check-in, Ticketing, and Reservation Procedures
10.What system is primarily used by AA/Envoy CSAs for check-in and
reservations?
• A. Amadeus
• B. Galileo
• C. SABRE
• D. Navitaire
11.Which document must be presented for international check-in?
• A. Birth certificate
• B. Valid passport
, • C. Driver’s license
• D. Credit card
12.If a flight is oversold, the CSA should:
• A. Deny boarding to last-minute passengers
• B. Begin soliciting volunteers for compensation
• C. Cancel reservations
• D. Close boarding
13.What is the key benefit of TSA PreCheck for customers?
• A. Free checked bags
• B. Expedited security screening
• C. Free Wi-Fi
• D. Priority boarding
14.A customer needs to upgrade their ticket. You should:
• A. Direct them to the gate
• B. Ask them to call reservations
• C. Check availability and process payment in SABRE
• D. Tell them upgrades are not possible
15.What does SSR stand for in a reservation?
• A. System Service Record
• B. Shared Service Resource
• C. Special Service Request
• D. Security Screening Requirement
Boarding and Gate Responsibilities
Service Agent (CSA) Training Exam 2025
questions with verified answers based
on airline procedures and service protocols.
1. What is the most important initial step when greeting a customer at the
ticket counter?
o A. Ask for their ID and reservation number
o B. Make eye contact and offer a friendly greeting
o C. Begin tagging their luggage
o D. Inform them of flight delays
2. If a customer is upset about a missed connection, the CSA should:
o A. Refer them to the website for rebooking
o B. Ask them to calm down before proceeding
o C. Acknowledge their frustration and begin exploring rebooking
options
o D. Direct them to baggage services immediately
3. When confirming a passenger’s identity, you should:
o A. Match the name on their ID with the name on the ticket
o B. Only check the expiration date of the ID
o C. Take a copy of the ID
, o D. Ask for two forms of ID
Check-in Procedures and Baggage Handling
4. What is the maximum weight for a standard checked bag on domestic
flights?
o A. 40 lbs
o B. 60 lbs
o C. 50 lbs
o D. 70 lbs
5. If a bag is overweight, what should the CSA do?
o A. Inform the customer of the fee and offer to repack
o B. Accept it without question
o C. Redirect the customer to TSA
o D. Refuse the bag entirely
Gate Procedures and Boarding
6. What is the proper protocol when preboarding passengers with disabilities?
o A. Wait until the main group is boarded
o B. Only assist if they ask
o C. Announce preboarding and offer assistance proactively
o D. Escort them to the last available seat
7. If a standby passenger is called to board, what must the CSA verify?
o A. Their ID and seat assignment
o B. Their baggage claim receipt
o C. Their ticket stub
, o D. The gate number
Safety and Security Procedures
8. When are you required to report suspicious activity?
o A. Only if you’re sure it’s a threat
o B. After checking with a supervisor
o C. Immediately, following TSA and company protocols
o D. Never, unless asked
9. A passenger forgets their ID but has a valid confirmation number. What
should you do?
o A. Refuse check-in
o B. Refer them to TSA for identity verification
o C. Issue a manual boarding pass
o D. Ask them to come back with ID
Check-in, Ticketing, and Reservation Procedures
10.What system is primarily used by AA/Envoy CSAs for check-in and
reservations?
• A. Amadeus
• B. Galileo
• C. SABRE
• D. Navitaire
11.Which document must be presented for international check-in?
• A. Birth certificate
• B. Valid passport
, • C. Driver’s license
• D. Credit card
12.If a flight is oversold, the CSA should:
• A. Deny boarding to last-minute passengers
• B. Begin soliciting volunteers for compensation
• C. Cancel reservations
• D. Close boarding
13.What is the key benefit of TSA PreCheck for customers?
• A. Free checked bags
• B. Expedited security screening
• C. Free Wi-Fi
• D. Priority boarding
14.A customer needs to upgrade their ticket. You should:
• A. Direct them to the gate
• B. Ask them to call reservations
• C. Check availability and process payment in SABRE
• D. Tell them upgrades are not possible
15.What does SSR stand for in a reservation?
• A. System Service Record
• B. Shared Service Resource
• C. Special Service Request
• D. Security Screening Requirement
Boarding and Gate Responsibilities
