What is the first step when a passenger requests a seating change after boarding?

• A. Immediately accommodate if possible.
• B. Deny automatically.
• C. Notify purser only.
• D. Check the policy.

Answer: (D)

The first step is to check the policy. When a passenger asks to change seats after boarding, you need to verify what the airline’s rules say about seating changes in that situation—who is allowed to approve changes, what fees or fare conditions apply, and any safety or operational restrictions (like exit-row rules, blocked aisles, or crew-required seats). Reviewing the policy ensures you act within the airline’s standards, coordinate properly with the purser or the flight crew, and avoid actions that could create safety, legal, or revenue issues. If the policy clearly allows the change and the seating is available, you proceed per the approved procedure; if it doesn’t, you communicate the reason in line with policy and discuss acceptable alternatives. Acting without checking the policy can lead to improper accommodations, unnecessary denials, or miscommunication with the crew.