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British Airways Airline Customer Service Agent Interview Questions

21 Questions and Answers by

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

British Airways Airline Customer Service Agent was updated on June 25th, 2021. Learn more here.

Question 1 of 21

At British Airways, you would be expected to come to work each shift in uniform and neatly groomed. Would you have any issues in doing this?

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List of British Airways Airline Customer Service Agent Interview Questions & Answers

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  1. 1.

    At British Airways, you would be expected to come to work each shift in uniform and neatly groomed. Would you have any issues in doing this?

  2. 2.

    If a customer approached you with a question or request that you weren't sure how to respond to, what would be the next steps you would take?

  3. 3.

    What do you consider your greatest accomplishment during your career?

  4. 4.

    What appeals to you most about joining the customer services staff at British Airways?

  5. 5.

    British Airways staff are expected to withhold the highest standards of professionalism while on the job. What does being professional mean to you on the job?

  6. 6.

    How would you describe your communication style?

  7. 7.

    Part of this role will entail escorting passengers to and from flights in a timely manner. What interpersonal skills do you have that will make you excel in this aspect of the job?

  8. 8.

    If hired on our customer services team, you would be expected to train diligently on our software programs during your orientation process so you can hit the ground running. How would you rate your ability to do this?

  9. 9.

    At British Airways, our customer services team needs to have the ability to say no to our customers at times. How would you approach a customer who is hoping for a ticket on an upcoming flight that is sold out?

  10. 10.

    At British Airways, teamwork is the key to providing the best overall experience to our customers. How do you work as part of a larger team?

  11. 11.

    Talk about a time you had to deal with an unreasonable person in the workplace. How did you handle that situation with ease?

  12. 12.

    Working for British Airways requires a background and employment verification check. Would you have any issues being subjected to this?

  13. 13.

    Safety and security are extremely important in the airport setting. How can you help foster a culture of safety for our staff and customers?

  14. 14.

    Talk about a job where you had to multitask your duties each day. What did you do to stay organized and on task throughout the day?

  15. 15.

    Talk about a time that you identified an area for improvement on the job in the past. How did you go about ensuring that changes were made, and why did you take this course of action?

  16. 16.

    Our customer services team often has to handle unique requests from our customers with a smile on their face. Talk about a time you had to handle a unique request that fell outside of your typical job duties. Why did you oblige the request?

  17. 17.

    At times in this role, you may be required to transport passengers via a British Airways shuttle van. Do you have a valid driver's license and a clean driving record?

  18. 18.

    As our next Customer Service Agent, you will be expected to know many facets of the British Airways business. Have you ever held a role where knowing your business from back to front was necessary for your role?

  19. 19.

    Have you had any cash handling experience during your career at any point, as it would relate to customer transactions?

  20. 20.

    If you were on the phone with a British Airways customer who was demanding that you match the ticket pricing of a competitor airline, how would you handle that situation?

  21. 21.

    Have you ever had a job where you provided service over the phone? What key skills from that experience would you bring with to this role?