How should airline staff handle a customer's assistive device that is lost during transit?

The correct approach for handling a customer's assistive device that is lost during transit involves following standard liability protocols for checked luggage. This is essential because assistive devices, like wheelchairs or other mobility aids, are considered to be personal property that airlines are responsible for when they are checked in. By adhering to these protocols, airline staff can ensure that they understand their responsibilities and follow established procedures to locate and return the lost device to the customer as quickly as possible.

Following standard liability protocols typically includes documenting the loss, providing the customer with relevant information about their rights, and initiating a search for the missing assistive device. This structured approach helps facilitate accountability and ensures that the customer's needs are prioritized during this stressful situation.

Other options such as issuing immediate refunds or providing temporary devices can be inadequate because they do not directly address the loss of the assistive device or follow the necessary procedures that airlines are obligated to adhere to under regulations. Similarly, advising the customer to file a claim might not provide immediate relief and support compared to the comprehensive approach of following standard protocols to resolve the situation effectively.