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?

"I would not have any issues with the dress policies that you have in place for your staff. I really love the uniforms that are required for the job and would take a lot of pride in wearing it each day. I am aware of other accessory and grooming policies that your airline has. I do have a tattoo on my upper arm that would never be exposed, and I always keep my hair neatly styled and cut on a regular basis."

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.

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?

"I've had two jobs where I did a lot of work with customers over the phone. In high school, I worked for a pizza chain and took customer orders over the phone. In my current job, I work the phone lines for incoming service calls. In each of those roles, the key to my success was mastering the business and the products that I worked with. With the pizza chain, it was knowing our entire menu off the top of my head and knowing the hot specials each day. In my current role, I know our entire product catalog and services our technicians provide to be able to help diagnose customer issues. While the knowledge was a priority, my friendly attitude and willingness to serve others took over and helped me be very successful in both of these roles; I look forward to bringing those skills to the team here."

On the customer services team at British Airways, you will be expected to provide great service, accurate information, and resolve issues for airline customers over the phone. If you do have past experience in working a phone line, talk about that experience and the skills you used to provide great service. Most importantly, be sure to talk about the things you learned in that job that you will be able to use in this role as a Customer Service Agent. As you answer, try to focus on the things you did over the phone to provide the best service possible.

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?

"If confronted with this situation on the job, I would be very cordial to the customer and explain the airline's policy on competitor price matching. If the policy allowed, I would let the customer know that I would be happy to oblige their request. If policy didn't allow this, I would explain this to the customer and let them know why we have the policy in place. This would also be a great time to point out the benefits of flying with our airline so the customer knows that they are getting the best bang for their buck."

To get a glimpse into how you think on your feet while also providing top notch service, your interviewer is posing this tricky, but common, scenario to you. As you talk about maintaining your composure and talking to them in a friendly yet profession tone, make sure you talk about the need to abide by British Airways policies on price matching. As you answer, it is important that you point out to your interviewer that you would be aware of the policy if you were hired as part of their customer services team, and that you would clearly communicate that policy to the customer. If you have been in a similar type of customer service situation in the past, don't hesitate to talk about how you handled that situation, as well.

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?

"I consider myself very computer literate because of both my work history and my own personal use of many different programs. I am proficient in the entire Microsoft Office suite and am often a trainer for colleagues on anything in Excel and PowerPoint. I also have a lot of experience in different point-of-sale programs and the Sage CRM program. In my current role, I trained myself on the current point-of-sale program that I use and now train new staff on it, as well. If hired for this role, I would make mastering the systems I would be working in a top priority upon starting. I would soak in all in-person training and any online module training that I would be put through during my orientation. I would ask a lot of questions of my new colleagues to help me better understand how the program works from a big picture standpoint, as well."

Because almost every aspect of British Airways' business, from flight scheduling, passenger ticketing, and aircraft maintenance, is housed within one of different software systems, you will be expected to pick up and run with any program that you train on and will use on the job. As you look to rate your ability as excellent to your interviewer, prove it by talking about all of the different programs you have worked on during your career and what your specific roles were on them. To really sell your ability to hit the ground running at British Airways, talk to your interviewer about your plan to learn and master whatever programs are required for this role.

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

"As you can see from my resume, I worked as a cashier for a large grocery store chain during my final year of high school and while I earned my associate degree. Cashier duties required a strict attention to detail when accepting cash transactions and counting change back to customers. I also was trained to follow guidelines when accepting written checks and testing large bills for counterfeiting. A lot of transactions were also handled by credit or debit cards, and I had to help customers work the self service pad for transactions. At the end of each shift, I was responsible for balancing the cash and checks in my till against the transaction registered. During my three years on this job, I never had an issue with an imbalance at the end of a shift."

If hired to be part of the British Airways customer services team, part of your duties would be receiving payment from customers for flight tickets. Payment from customers definitely could be in person at the airport, so having experience here is a plus. If you have any sort of cashier or other cash handling experience, be sure to let your interviewer know what that job entailed in this regard. If you don't have direct experience, try to study the important aspects of cashier-type duties to be able to speak to your ability to handle this part of the job.

How would you describe your communication style?

"I'm a person who tends to wear their heart on their sleeve and speak what's on my mind at all times. When it comes to relating to British Airways passenger, I would be up front and honest in both positive and negative situations with customers, and I would never shy away from hard conversations. My colleagues have always appreciated my ability to speak my mind and not be withdrawn in the workplace. Over my career, I've learned how to not let my emotions get the best of me. In those moments, I've learned that I need to step back, take a deep breath, and assess the situation before I go any further."

While there are many directions you can take your answer to this question, it is important to know that your interviewer will not just be looking to hear how you communicate with others. They will also be looking to hear about your own personal self awareness and that you are familiar with your strengths and weaknesses when it comes to communication. Because you will be working face to face with both British Airways passengers and staff, your interviewer wants to know that you are comfortable in your own shoes when it comes to communication on the job. Prior to your interview, make sure to do some self reflecting to be able to accurately describe your communication style, why it works for this kind of job, and highlight one area where you think this job will help you become a better overall communicator.

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?

"In my current role, I work with people over the phone and with people who come into our store. I'm most often the first face they see to meet their needs, I know our entire product catalog off the top of my head and also know our entire sales and marketing teams to be able to direct customers to the right person, when necessary. When I was hired for my current job five years ago, I took it upon myself to familiarize myself and learn our products and staff in a short amount of time to be the expert representative of my organization and, if hired at British Airways, I would work hard from the start to gain this same level of expertise in this role."

The customer services team at British Airways is often the face of the company to customers. In this role, you will be expected to know all of the details on flight scheduling, ticketing, baggage policies, and many other areas of the business, so you can explain details to customers in your interactions with them. To get at your ability to be as knowledgeable as possible in this role, your interviewer is asking this question to see if you've had to do this in any previous roles you've held. As you answer this question, talk about the position you've held that required a vast knowledge base about the organization you worked for, and explain why having that knowledge was critical to the role. Make sure that you also reiterate to your interviewer that you are willing to learn and master every aspect necessary for this role.

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?

"I do have a valid driver's license and have held mine without any restrictions since I was 17 years old. The only blemish on my record is a speeding ticket for going 10 miles per hour over the posted limit eight years ago, and I paid a small fine for this violation."

If your interviewer asks you any questions during your interview about holding a valid driver's license and having a clean driving record, operating a British Airways vehicle will likely be part of the job. This question calls for a pretty simple and honest response, where you confirm your license status and also talk about your driving record in an open and honest manner.

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?

"During my time in Customer Service for a large auto dealership, I did many things that were out of the scope of my job to help provide the best experience for customers. One day, we had a customer having repairs made to his vehicle and prior to coming in for repairs, she had dropped her dogs off at the groomer thinking she would only be with us for an hour or so. Knowing that her car would be in the shop for two to four hours, I worked with our Service Manager to get her into a loaner vehicle and to have him nullify the no pets clause to our loaner vehicle policy so she'd be able to leave our location to pick up her dogs. The customer was very happy with the service that I provided, and she even put in a great word for my service to our General Manager."

Because of the simple nature of the industry and the fact that British Airways customers come from all walks of life and travel for many different reasons, customers can have some very unique demands. This job, as part of the customer services team, will require the willingness to help customers with anything you can, within reason. To get a feel for your willingness and ability to do this, your interviewer is looking to hear about a situation in which you have had to do this in the past. As you prepare for this question, think of a time that highlights a very unique situation with a customer that fell outside of your typical duties and allows you to talk about your reasoning for helping the customer in that way. In the end, your interviewer is looking to hear that you are flexible and willing to do what is necessary to put a smile on the customer's face.

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?

"When I would be escorting British Airways passengers on the job, I would have a smile on my face and ask how their day was going and if I could do anything for them. I know it is important to try and relate to them in a very personable way to help make their day better. If I get a good vibe from them, I would continue to make conversation with them while also explaining anything I could about their upcoming departure. If I got the strong sense that they were in distress, I would switch into helper mode with them to try and put their mind at ease."

Because you will be working face to face with British Airways passengers in many ways on the customer services team, your interviewer will definitely ask you some questions that will allow you to dig into your interpersonal and communication skills. As you answer any questions related to your interpersonal skills and working with customers, be sure to talk about your listening skills, verbal communication skills, positive attitude, and empathetic approach, as these are all of the necessary skills needed to provide the best service possible to customers when spending small amounts of time with them.

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?

"I've always prided myself on being a true professional in any job that I've held during my career. At British Airways, that would mean coming to work each day well groomed and in uniform, well rested, and ready to go. From there, my professionalism would be on display by the way that I reflect the airline's core values of honesty, integrity, pride, and excellence in all that I do."

If you have ever flown commercially, you know that all airline staff look the part and walk the part of being a true professional on the job and with this question, your interviewer will be looking to hear that you'll bring a professional attitude and demeanor to the customer services team at British Airways. As you respond to the question of what being a professional on the job means to you, it is important to understand that professionalism is defined as the level of excellence that is expected of a professional, and that this definition directly applies to this role in the way that you handle yourself and your service to others while on the job.

What do you consider your greatest accomplishment during your career?

"I consider my greatest accomplishment to be the time I helped lead a team of colleagues on a project to maximize our efficiency as a department. This came at the request of our department director, and she tasked me with being the lead on the project because of my knowledge and experience in the department. I took the time to evaluate the two to three others I would invite to the project team and selected them based on their performance within the department. I organized weekly meetings for us to meet, and we started with brainstorming ideas and then putting our ideas into action. In just three short months, we took a handful of proposals to our director that involved redistributing duties among our staff to be more streamlined in our work. Looking back on this two years later, it's amazing how successful this work was, and I am so proud to have taken the lead on it."

With this question, it is important to know that your interviewer is likely looking to gain insight into what you consider important in your work and how you would get things done on the job at British Airways. Prior to your interview, be sure to really think about what you truly believe is your greatest accomplishment during your career, and make sure that it highlights some key qualities for this role on the customer services team at British Airways. As you answer, speak with enthusiasm and detail to really sell your interviewer on your answer.

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?

"In my current job, we have had a historic issue in regard to customer wait times on our phone system. Most of the time, the wait times were due to a new product line we were selling that was generating a ton of traffic. As one of the front line staff who was talking with customers after really long waiting times, it never took long to realize that customers were very upset. I knew that there were great options out there for automated phone systems to route customers to the correct person, but our management had been hesitant in the past to utilize a system like that. I made the decision to monitor our customer wait times and track the number of complaints that we were getting for a week long period before approaching our management about the need for an upgraded phone system. After seeing the data, they were supportive of the idea, and I led a team of staff that demoed new systems in the coming months."

By posing this question to you, your interviewer is looking to hear that you would always be looking for ways to improve the overall customer experience at British Airways. As you reflect back upon your career, try to think of a time when you can demonstrate your ability to identify a problem, hypothesize a solution, and then set the wheels in motion to make the change a reality. As you answer, make sure to talk about the resources you used to help make the change.

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?

"Success in my last two jobs really showcased my ability to multitask. As a bartender in my younger years, multitasking was handling a room full of people, remembering their orders, and keeping the bar stocked in short order. This job really helped me think on my feet and build a great short term memory when handling many requests at the same time. My current role as a Customer Service Representative finds me working with customers on processing sales orders, checking shipping costs, and verifying current pricing on products. On top of each customer interaction being completely different, I'm also responsible for the tracking of daily sales reports and monthly reporting to our management. To stay on track, I keep a running to-do list and utilize my calendar to ensure I meet deadlines."

On the customer services team at British Airways, no two work days are the same. Your ability to jump from duty to duty with ease will be essential for success in the role. One minute you can be working with customers on ticket transactions and the next minute you will be needed to contact customers who had a flight rescheduled, so your ability to stay organized is critical. Your interviewer will look to gain insight on your ability to multitask by having you share about a past job where you had to be an effective multitasker. As you prepare for this interview with British Airways, think of a job that allows you to clearly explain the multitude of tasks you had to handle and allows you the opportunity to explain the methods and tools you used to make sure each task got done in a prioritized fashion.

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

"I'm a very caring individual who wants people to be safe and happy at all times, so I put a lot of effort into ensuring that the workplace is as safe as it can be for all people who enter it. In my current job, I focus on safety by ensuring that lobby areas are clean and free of germs, and that there is no clutter in travel areas that would make for a tripping hazard. I understand that there are very strict safety and security measures in the airport setting, and I would make it a priority to learn those measures in my first days on the job."

To help keep passengers, flight crews, and all other airline staff safe and well, British Airways has strict safety requirements that all employees need to adhere to. On top of that, the airports that British Airways flies out of also have many safety and security protocols that all passengers and staff must adhere to. By posing this question during your interview, your interviewer is looking to get a sense that you believe in safety first and will both obey all safety and security measures and promote them among your coworkers. As you answer this question, try to focus on an anecdote of when you needed to be focused on safety on the job, and explain your overall mindset towards safety to ensure that your interviewer walks away from your interview knowing that you are a safety-minded individual.

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

"I have no issue being subjected to a criminal background check and employment verification. My current employer is required to run a criminal background check on our staff every two years. As you can see from my resume, I have no gaps in employment over the last 15 years of my career since high school. The only item that shows up on my criminal record is a reckless driving violation I received eight years ago for driving too fast in icy conditions and hitting a tree alongside the roadway."

Prior to applying to and interviewing for this role at British Airways, it is important to know that the airline will conduct a criminal records check and a pre-employment check that will look for gaps in employment with documented evidence. At this point in your interview, you need to be open and honest about any gaps in employment that you have and any blemishes that you have on your criminal record. Keep in mind, you should explain any gaps in employment with a legitimate reason, and you should address anything on your criminal record, even if it is something as small as a simple speeding violation in a vehicle.

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

"Throughout my career, I've been working my way towards a role that is customer facing and customer focused in every aspect of the job. After carefully researching my next move, this position is perfect for my skillset and career goals. I chose British Airways because my values align closely with your giving back to the community initiatives, your war on waste efforts, and your diverse culture of staff."

During your interview, your interviewer will be looking to hear about your personal motivation for joining British Airways. To really sell them on your ability to join their team and make an immediate impact now and into the future, try to focus your answer on the customer service aspects of the job; it is the heart and soul of the role and should be the reason why you are applying for this position. Prior to your interview, try to research the mission and values of the organization and touch on some points that relate to their mission and values.

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

"Having worked in the food industry at an early age in high school, I learned lessons pretty quickly on how to deal with unreasonable customers. One shift, when I was working as the night lead, we had a very angry customer from our drive through who came into the store after receiving his order. He was berating our cashier, and having heard this from the kitchen area, I immediately went out to try and calm the situation down. He demanded that he receive a full refund for his order because the meal he had ordered had ketchup on the sandwich, and he wasn't aware of that. I explained to him that while our drive through menu did explain all condiments on the sandwiches, I'd be happy to have another sandwich made for him at no extra cost. While he still mumbled a few extra words after that response, I know he got the point that he was being very out of line towards our staff for his mistake, and he apologized to our cashier after receiving his new sandwich. In any situation like this, it is important to maintain a professional approach, even when someone is out of line."

Travelers can often be very unreasonable to deal with for the British Airways staff, and your interviewer needs to hear that you would have a calm approach to handling unreasonable customers. Whether a customer is experiencing a major delay that requires a change of personal plans, or a customer is traveling for a life altering reason, you need to approach them with empathy and professionalism no matter what your interaction with them brings your way. The example you share can be from an experience with a colleague, manager, or customer, just make sure that you can explain your approach with the unreasonable customer by setting the stage for the situation and explaining how your actions provided a positive outcome.

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?

"In this particular situation, I would be very upfront with the customer and let them know that their desired flight is sold out and would refer to any particular policies that British Airways has about overbooking with the customer. To try and help them find a solution, I would work with them to find other available flights that would meet their schedule. I would look at alternate routing, if necessary, and once again work within policies on pricing for the customer."

In any customer service and sales type role, the ability to say no to a customer in a professional and even educational manner is extremely important. At some point during your British Airways interview, your interviewer will be looking to hear that you are able to do just that. On top of letting the customer know that you can't meet their need with this particular request, it is more important that you use your ability to problem solve and provide the best service possible by taking the time to search for more options for the customer. As you answer, keep this in mind.

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?

"In my current role handling incoming calls to our business, I am often asked questions that I don't know the answer to. In these situations, I let the customer know that I will get them in touch with the best person to answer their question and get on doing so right away. I let them know that if they get a voicemail, they can leave a message and the call will be returned shortly. In these situations, it is important that I know our staff, their expertise, and their daily schedules to be able to get customers in touch with the right person. In this role working for a much larger airline, it will also be important that I know the staff well and the types of colleagues best suited to answer customer questions. I would let the customer know that I am unable to answer their question, but that I want to make sure it gets answered, and I'd work quickly to contact the right person for the answer."

Looking to dive into your ability to problem solve, your interviewer will be looking to hear that you would be quick and resourceful on the British Airways team, while continuing to provide great service to the customer. Describe the upfront and honest approach you would take with your customer while setting a timeline for finding them an answer. Then, explain the steps you would take to find the right person with the answer. The keys to displaying your ability to help customers in this situation are honesty, timeliness, and follow-up with the customer.

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?

"I really thrive working in a team-based environment, and that really drew me to this opportunity with British Airways. If you were to talk to my references or any past colleague and manager, they would tell you that I am reliable in doing what I say and saying what I mean at all times. They would tell you that I have excellent communication skills, the ability to problem solve as part of a larger team, and that I bring a positive attitude to work on a daily basis. From my own perspective, I have the ability to take direction from others and also to take the lead on things when I am the expert in any situation."

While it may be easy to assume that working in customer services with British Airways is a solitary job working with customers, the truth is that you'll be working as part of a much larger team towards one overall goal--to provide the best service possible to all customers. Your interviewer will be looking to hear that you are an agile team player who gets along well with others, is able to take direction, and is able to grab the bull by the horns and take the lead. In your answer to this question, don't hesitate to give examples of how you've worked as part of a larger team in the past.

British Airways Airline Customer Service Agent Interview Questions

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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?

British Airways Airline Customer Service Agent Interview Questions

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?