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British Airways Airline Customer Service Agent Mock Interview

To help you prepare for an Airline Customer Service Agent interview at British Airways, here are 21 interview questions and answer examples.

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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?

Appearance to customers is vital at British Airways and your interviewer will be looking to hear that you will take pride in your appearance by being neatly groomed and in uniform for work each day. Prior to your interview, it is important that you research the particular image standards at British Airways, and be able to speak about the standards and your compliance during the interview.

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British Airways Airline Customer Service Agent Interview Questions & Answers

Below is a list of our British Airways interview questions. Click on any interview question to view our answer advice and answer examples. You may view six answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.

  • 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. 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?

  • 3. 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?

  • 4. 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?

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

  • 6. How would you describe your communication style?

  • 7. 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?

  • 8. 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?

  • 9. 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?

  • 10. 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?

  • 11. 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?

  • 12. What do you consider your greatest accomplishment during your career?

  • 13. 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?

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

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

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

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

  • 19. 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?

  • 20. 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?

  • 21. 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?