Flight Attendants Training 2025 – 400 Free Practice Questions to Pass the Exam

The group that is primarily responsible for the customer experience at the aircraft is the cabin crew, which includes flight attendants. They play a crucial role in ensuring passenger comfort, safety, and satisfaction during the flight. They are trained to handle various aspects of customer interaction, including serving food and beverages, addressing passenger needs, managing any in-flight issues, and providing safety instructions.

While ground operations employees are essential for the overall functioning of the airline—handling check-in, baggage, and boarding processes—their role is limited to the time before passengers board and after they disembark the aircraft. They do not contribute to the in-flight customer experience. Similarly, the maintenance crew focuses on ensuring the aircraft is safe and operational but does not engage directly with passengers. Therefore, the cabin crew is the group that takes the lead in shaping the passenger experience once they are on board the aircraft.