What is one key role of the Customer Resolutions Officer (CRO)?

The primary role of the Customer Resolutions Officer (CRO) is to address customer complaints and resolve issues, making this the correct choice. CROs serve as a direct line of support for passengers who may be experiencing problems during their travel, such as delays, cancellations, or service shortcomings. They are trained to listen to customer concerns, assess the situation, and take appropriate actions to provide solutions or compensation, ensuring a positive customer experience.

This function is crucial in the airline industry, where maintaining customer satisfaction is key to brand loyalty and reputation. While other roles, such as handling baggage issues, managing flight schedules, and coordinating in-flight services, are important within the broader operations of an airline, they do not encapsulate the specific focus of the CRO, which centers entirely on customer interaction and issue resolution.