If a customer reports that their seatback won't stay upright, what is the first action to take?

In the context of airline customer service and safety protocols, when a customer reports an issue with their seatback not staying upright, the first action to take is to inform the captain about the issue. This is crucial because seat integrity is an essential aspect of passenger safety. The captain needs to be made aware of any potential issues with seating, which can impact the safety of all passengers on board.

Taking immediate steps like fixing the seat or offering the customer a different seat might seem like suitable actions, but they do not prioritize notifying the captain, who has the responsibility for the overall safety and operational decisions on the flight. Ignoring the issue is also not acceptable as it could compromise the safety and comfort of the passengers. Thus, notifying the captain ensures that the matter is addressed appropriately within the established safety protocols.