American Airlines Mock Interview
Master 35 American Airlines interview questions covering customer service, safety protocols, and aviation operations.
Question 1 of 35
How will you continually meet American Airlines’ exceptional customer service standards?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
American Airlines' customer service philosophy is to treat them like family. Their customer service focuses on respect and ensuring they have a pleasurable journey. "We are dedicated to making every flight you take with us something special." Do your homework on AA's culture and customer service approach. Consider how your philosophy and approach to customer service align with theirs. Ultimately, you want to convey that you can effectively represent their brand.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I am a happy person and always willing to lend a hand. I am always trying to create a positive environment for my customers. The customer must be taken care of consistently beyond their expectations. I'd ensure your customer service standards are continually met by following your service protocols."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"By doing my best to represent the company and bringing my best self with me on every journey I take with our travelers. I have a great attitude, and it shows with every interaction. I am a great listener and communicator, and I try to make everyone feel like they are sincerely liked, valued, and heard, no matter where I am. Any time you travel to a new destination, there's often a cultural component you must be aware of. So I take every measure to be respectful, culturally sensitive, and warm to everyone, even when engaged with those from my cultural background."
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Anonymous Answer
I have always believed in providing exceptional customer service at my workplace and with having several years of experience in the airline industry I will make sure that each passenger will receive excellent customer service with my professional and interpersonal skills to meet the company's service standards.
Chad's Feedback
Great answer! Referencing your belief in providing exceptional customer service and experience in the airline industry is a good approach to take in response to this question. To further strengthen this answer, provide an example of a time in your career when you utilized your interpersonal skills to provide exceptional customer service to a customer, if possible.
Anonymous Answer
American Airlines definitely has exceptional customer service. From being the first airline to have a training facility for their flight attendants in Dallas, to having the first loyalty program for customers. American leads the way. I feel like when working I try to have that same mentality on my flights. My first priority other than safety is definitely customer service. The customer is always right and if I am unable to provide something I always try to find another option making the customer feel comfortable and have the best possible experience. I always try to remember my passengers from they walk in until they exit. I'm making sure they get there water they asked for during boarding or the seatbelt extender. They never have to ask twice. I had this one older passenger who wanted a blanket or pillow for her back. I told her unfortunately we don't have any blankets since the pandemic but maybe I can help you get something out of your bag that you can use for an alternative. She was very appreciative. I definitely try to read people as best as I can so they can have the overall best experience.
Stephanie's Feedback
Great start! This response highlights your understanding of American Airlines' commitment to customer service, as well as your own previous experience with providing excellent customer service to customers on flights. To deepen the impact of your response, I suggest adding in a few more specific details about what good customer service has looked like in your current role. How do you "roll out the red carpet" to make passengers feel special? What does going the extra mile look like for you? Is there a recent example of a time when you went above and beyond to ensure that a customer was satisfied? A few extra details will make your response feel more impactful and memorable.
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