QUESTION 3 OF 21

What would you do if you saw one of your colleagues deliberately being rude to a passenger?

Strong customer service is crucial to the success of Air New Zealand; it is a staple in their company culture. At times, cabin crew can become stressed and out of focus, and this can lead to some bad interactions with passengers. Your interviewer will be looking to hear that you have the ability to diagnose potential customer service issues your colleagues may be having and address those issues promptly. Discuss with the interviewer how you would deal with this type of situation in an effective and personable manner. If you have experienced this before, use a real-life example.

"My reaction to the colleague may differ, depending on if the colleague was one of my direct reports or not. If the individual reported to me, I would speak with them about the situation in private and request that an apology be granted. If possible, I would upgrade the passenger on their flight seating as well. If the colleague was an equal, I would likely leave it be and just take special care and attention on the flight to make the passenger feel comfortable and welcome. If the situation became a common occurrence, I would bring it up with management."

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Air New Zealand Flight Attendant Mock Interview

What would you do if you saw one of your colleagues deliberately being rude to a passenger?

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