What should a flight attendant do when a passenger requests an upgrade?

When a passenger requests an upgrade, informing them about the airline's policy is crucial for setting expectations and maintaining a professional relationship. This approach ensures that the passenger understands the criteria and processes involved in obtaining an upgrade, which may include factors such as ticket class, frequent flyer status, availability, and any associated fees.

By communicating the policies clearly, the flight attendant can help the passenger navigate the upgrade process and provide them with the necessary information they need to understand whether their request can be accommodated. Additionally, this aligns with the airline's customer service standards, promoting transparency and trust. It empowers the passenger with knowledge and avoids any potential disappointment that could arise from assumptions about upgrades being automatically granted or from redirecting them without context.