Design a process for handing off unresolved passenger concerns to the arrival team or ground staff.

I would design that handoff around four pieces of information: what the issue is, what the crew already did, what the passenger was told to expect, and who needs to own the next step after arrival. If any of those pieces are missing, the passenger ends up repeating the whole story and losing confidence in the airline.

I would also keep the handoff concise and factual. Arrival teams do not need a dramatic retelling. They need the right details quickly enough to act: seat location if relevant, urgency, any service recovery promised, and whether the passenger is calm, frustrated, or needs special assistance.