British Airways Airline Operations 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 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
1. Which duties of our flight operations team do you feel you would excel at?
How to Answer
With this question, your interviewer will be looking to hear about the aspects of the job that you would both feel the most comfortable in and be successful in, if you joined the British Airways flight operations team. Prior to your interview, it will be important for you to research the duties of the job so you can highlight the pieces that you feel you would do best in. This question also allows you the opportunity to showcase some knowledge or skills you have that your interviewer can't see on your application materials.
Answer Example
"After learning about this role at British Airways, I was compelled to apply because I knew that being an Operations Agent really matched all of my skills that I have developed over my career. But probably the most important skill I would bring, that sets me apart from others applying for the job, is my ability to provide outstanding customer service. Throughout my career, I've been in customer-facing roles. Both on the sales and service sides of the aisle, I am a firm believer in treating customers the way I would want to be treated if I were in their shoes, and I am ready to bring that mindset to this job."
2. Our Operations Agents need to be very highly organized on the job. How do you ensure that your workload stays organized and on track?
How to Answer
On the job at British Airways, your work day will be filled with many varying duties. One minute, you can be arranging the fueling and loading of an aircraft and the next, you can be handling an issue with a passenger preparing to board a different airplane. Because of the mass chaos that the flight operations team at British Airways has to handle on a daily basis, your interviewer will be looking to hear that you have the skills to stay organized and on task throughout your work day by posing this question to you. As you answer this question, talk about different tools and technologies you have used throughout your career to help you maintain organization. Also, be sure to talk about any examples you have where being highly organized was beneficial in a role you've had in the past.
Answer Example
"In my current job as a department store manager, I have many duties that can be calling my name at once, and being organized and having a plan of attack is of critical importance to my success each day. To stay organized, I of course have my company email and calendar that I use for daily or weekly task tracking. I also always have a small notepad and paper on me to write down specific tasks each day. While these help me stay very organized each day, being able to prioritize my tasks and reprioritize throughout the day is probably more important. If hired as your next Operations Agent, you can feel comfortable knowing that you would be hiring a highly organized manager."
3. Do you have any direct experience in shipping and receiving duties throughout your career?
How to Answer
As part of the larger British Airways team, Operations Agents have to perform many different duties in their work. One important facet of the work can be seen as very advanced shipping and receiving duties, where you would be accepting shipments, overseeing the loading and unloading of freight, and tracking luggage that is loaded and unloaded from the fleet airplanes. If you have direct experience in any shipping/receiving settings, that is great and be sure to talk about that experience. If you don't have direct experience, just be open and honest with your interviewer and let them know that you possess the organizational and technical skills to be trained and learn this aspect of the job quickly.
Answer Example
"While I haven't held any formal titles in shipping and receiving during my career, I am very familiar with this aspect of the job and know that I would be very successful at it. In my current position, I coordinate with many different trucking carriers to ensure large orders are handled in a timely manner. With this duty, communication between vendors and knowledge of the trucking industry is very important for me to have to ensure that things happen in a timely and cost efficient manner. If hired for this role, I want you to know that I am very trainable on any of the freight aspects of the job and would make that a priority from the day I start."
4. Our Operations Agents need to be the ultimate team players among our entire staff. What makes you a great team player?
How to Answer
Being hired on the British Airways flight operations team, you will be working closely with ramp staff, ticket agents, and flight crews on a regular basis, and you need to have the ability to work and communicate with all staff in an effective manner. During your interview, your interviewer will be looking to determine whether or not you have the ability to do this. As you prepare for this type of interview question that digs into your ability to work as part of a team, think back over your career about feedback you've received from your colleagues and/or supervisors regarding your ability to work as part of a team and relay that feedback to your interviewer. In the end, your interviewer wants to walk away from the interview knowing that you get along easily with all people and that you can collaborate with anyone necessary on the job.
Answer Example
"I am a person who really thrives in a team-based environment, and I really believe the main thing that makes me a great team player is my ability to act as both a leader and a contributor, in any given situation. I have great interpersonal skills and don't hesitate to give direction when needed. I also can very easily take direction from others and run in any situation. A big contributing factor to me being able to do this is getting to know my colleagues on a personal and professional level, something that I've always prioritized in any job that I've held."
5. Tell me about a time you had to have a difficult conversation with a colleague. How did you handle that situation to ensure it was successful?
How to Answer
On the British Airways flight operations team, the time will come where you will have to have an uncomfortable conversation with a colleague. Your interviewer is asking this question to hear that you have the ability to do this when called upon to do so. As you prepare for a question like this prior to your interview, try to think of a situation where you can explain the measures you took to prepare for the conversation and the conversation style you used to have the conversation in a positive manner. As you wrap up your answer, explain the positive outcome and any follow up you were required to do to prove your ability to do this if hired for the job.
Answer Example
"Last year, I had to talk to a colleague about some issues in his work processes that were increasing the work load for the rest of the team. What made this a difficult conversation for me personally was the fact that the colleague was a senior in our department and I was relatively new. Ahead of the conversation, I got my ducks in a row by documenting the processes that were impacted by his actions. I decided that my conversation would be in a more informal setting at his work station, and I approached him in a friendly manner, as we had a very good working relationship. At first, he was very taken aback by me approaching him, and I continued to reiterate that the issue at hand was impacting many more team members. At the end of the conversation, he thanked me for bringing the issue to his attention. Although it took some time for the issue to be completely remedied due to forces of habit, in the end, it did get remedied."
6. If hired at British Airways, I will expect you to build a solid rapport with all of the people you will be working closely with. How would you go about doing this?
How to Answer
The most successful Operations Agents that join British Airways are most often the ones that are able to build strong relationship with their colleagues. Your interviewer will be looking to hear that you have a plan to do just this, if hired for the job. As you walk through how you would go about building rapport with your colleagues, try to focus on how you connect on a personal level with your colleagues and how you let your work do the talking by doing what you say and saying what you do.
Answer Example
"If hired at British Airways, one of my first goals upon starting would be to personally connect with all of the colleagues I would be working with. I would take the time to get to know them on a personal and professional level and would be very open about myself in return. I have found that once I build these connections on the job with a colleague, communication and production together become so much better. Over time, I am a firm believer that rapport is nurtured and grown by my own actions. I will always follow through with my commitments to my colleagues in a timely manner, and I expect they do the same for me."
7. Have you ever had a time where your workload became too unbearable? How did you handle this situation?
How to Answer
While certainly not asking this question to scare you away from this role, your interviewer ideally wants you to understand that some days on the flight operations team at British Airways can be very overwhelming. At some points during your interview, they will be looking to hear that you are able to handle these types of situations by prioritizing and being resourceful in your handling of the situation. In the past situation that you describe, talk about it in a positive light and explain what resources you used to dig out. If you used the help of others, discuss what led you to come to that decision. To conclude your answer, talk about what you learned in the situation that you bring with you to this day on the job.
Answer Example
"Early in my career, I was a part of a company merger where my employer merged with another large moving company. Not wanting to stall anything for current customers, my team had to transition many upcoming customers to a new platform, and we just didn't have the overall manpower to do this in a timely manner that was appeasing to the customers. At that time, I was mandated to work four hours of overtime each evening to work on moving customer information to the new platform. This work, coupled with our busiest time of the year, made life at work very stressful for a month. While I knew I could press my nose to the grindstone and get through it with success, maintaining a focus on my own personal health and well-being was very crucial to my work life as well. In the evenings, I recuperated by spending quality time with my family and on my bike. I used the weekends to recharge and get ready for upcoming weeks that would find me working 60+ hours as well."
8. The flight operations team at British Airways is relied upon to make sound decisions on a turnaround almost every day. Have you ever had a time where you had to be quick in coming to an important decision on the job?
How to Answer
The British Airways flight operations staff often need to be the people who make difficult decisions in a short amount of time and to do this, they need to be masters of the entire operation of the airline. One example would be how to handle a flight that is overbooked without impacting the overall flight schedule. To gauge your ability to think on your feet quickly and make rational decisions in these situations, your interviewer is posing this question to you. As you prepare for the interview, try to think of a work situation where you had to use your expertise and other resources to come to a quick resolution. As you describe the situation to your interviewer, be sure to focus your answer on the methodology used to come to your decision and what the successful outcome was for the situation.
Answer Example
"Last year, I was working with a customer who was acting very peculiar in the back of the store. As I was trained to, I approached them to ask if they needed any help. Being winter time, the customer was wearing a large jacket that seemed rather bulky. When the customer avoided me and walked away, I called for security over the radio right away. As the customer was approached by both security and me as he tried exiting the store, he threw several items that he was trying to steal under a rack at the front of the store. In that situation, my instincts told me that something wasn't right and rather than letting it go, I made the decision to confront the customer and call security. Retail theft is a big deal with my current employer, and I'm glad I did my part to help prevent it."
9. How skilled are you in learning new computer software programs?
How to Answer
As is the case in most industries, the airline industry relies on intuitive software programs to help run their business efficiently. These advanced systems can house information on passenger booking, flight schedules, airplane maintenance records, employee scheduling, and many other items. At British Airways, you will be required to operate within many parts of this system. While you likely won't have direct experience working on a system tailored to the airline industry, your interviewer knows that today's systems are very user friendly, and they're simply looking to hear that you have the skills needed to learn the system you will be working with. For your answer, talk about other systems you have had to learn and thrive in and make sure your interviewer walks away comfortable with your ability to learn their system.
Answer Example
"I am very confident in my ability to learn any software program and do so in a short period of time. Throughout my career, I've worked in point of sale software programs, inventory programs, and various office email and communications systems. With each new program that I've worked with, I've taken the time to walk through any classroom type training for the system and then put that to use through hands-on training."
10. What is the highest level of mathematics you have completed during your education?
How to Answer
There are many aspects of working on the British Airways flight operations team where basic math concepts are beneficial to success in the role. Mostly in regard to the loading and packing of freight on an aircraft, your interviewer is really trying to gather that you have the ability to make basic math calculations on your feet to prove you'll be successful in this role. Keep in mind that Operations Agents can have varying levels of educational background, from a high school degree to a Bachelor's degree, so be sure to read up on the requirement for this position when you do apply. On top of talking about the highest level of math that you completed, be sure to talk about any jobs you've held where quick math skills were essential.
Answer Example
"While earning my Bachelor's degree, I did pass a 4 credit Calculus I class as a requirement for my degree. I have always been very comfortable with my math skills on the job. In my current role, I often have to calculate profit margins and markups in quick order when working with retailers. If hired for this role, I would be very proficient in the math side of the job."
11. To be successful on the British Airways flight operations team, being diligent about attention to detail on the job is important. Why do you think being very detail-oriented is important for this role?
How to Answer
With this question, your interviewer is looking to hear two very distinct and different things out of your answer. First, they'll be looking to hear that you did your research on the role that the flight operations team play at British Airways by having you talk about the duties that will require details. Then, they'll be looking to hear that you understand why being detail-oriented is important for those duties as you explain the little nuances of the role. As you answer, don't hesitate to talk about any job duties you've had in the past that required a strict attention to detail.
Answer Example
"As you can see from my resume, I spent a few years during my time in college as a Records Examiner, and this role really helped instill a need for paying attention to detail in the work that I do. Success on your flight operations team requires a strong attention to detail in almost every aspect of the job. Whether planning out cargo storage for a long flight or mapping out a flight pattern based on the weather, the need to take in and consider every detail that is critical for a safe and timely flight. Also, the top notch customer service that your airline provides is due to a strict attention to detail, and if hired for this role, I'd look forward to carrying on that torch at British Airways."
12. Has a colleague every tried to encourage you to cut corners at work? How did you handle that situation?
How to Answer
Working as part of the flight operations team at British Airways will put you face to face with many different people each day on the job, and your interviewer is looking to see how you handle a situation where a fellow employee is just not getting the job done correctly. Chances are, you have run into a situation like this at some point during your working career, so try to think about a situation where you can paint a clear picture of the situation and how you handled it with grace. To seal the deal for your interviewer, make sure that the situation you talk about highlights your ability to do what is right and hopefully even convince your colleague to as well.
Answer Example
"During my college years working in the restaurant industry, I had a coworker who would always try to convince the staff closing that night to leave some of our required duties for the crew opening the next morning. He was always in a rush to get out of there soon after the door closed to customers for the night. I explained to him that not only was this work required of us by our manager, but that doing this would also put our coworkers the next day in a very tough bind to be able to complete all of their tasks prior to the doors opening to customers. I was raised to be a hard working and respectful person, and these are qualities I would love to bring to the British Airways team."
13. If hired on our flight operations team, would you bring any bilingual skills to the passengers of British Airways?
How to Answer
British Airways sees customers from all over the world traveling from location to location. Because of this, being well-versed in another language is always a plus for your interviewer to be aware of about you. While certainly not a make or break question for you during your interview, your interviewer is simply looking to know if you do speak any other languages, as that would be a major asset to their flight operations team. Be honest as you answer this question and don't hesitate to say that you are open to learning any new languages that may help you be a step ahead in this role down the road.
Answer Example
"Having taken four years of French in high school, I would consider myself at a pretty novice level in that language. I may be able to hold a relatively basic conversation with others and have an understanding of questions that may come my way. If ever needed in this job, I think I would pick the language back up pretty quickly, but it has been over 15 years since I last spoke it."
14. How would you keep yourself motivated and upbeat on a day where customers are being very difficult to work with?
How to Answer
Some days at British Airways can involve some pretty rough times for customers and the flight operations staff often take the brunt of the feelings from the customers. By asking this question, your interviewer is looking to gauge your understanding of the potential downsides to a role in a customer facing role at British Airways, and that you've put thought into how you would handle these days. As you answer this question, be sure to highlight the importance of always maintaining a positive attitude no matter what is happening during your day. Also be sure that you don't sound like you are complaining about any days you've had like this in the past, as that will reflect poorly on your ability to handle this aspect of the job. In the end, keep your response customer focused by highlighting your ability to work with customers in this mindset.
Answer Example
"On days when customers would be upset and taking it out on staff, I would take an understanding and caring approach with them because I would be representing British Airways every time I don the uniform on the job. I would take it upon myself to try and take a bad situation and make it right for them. More times than not, simply listening to them and taking action is enough to totally change their attitude and make them a happy customer once again. During my career, I've had very tough days like this where I've felt physically and mentally drained at the end of the day. On those days, I felt it was very important to unwind and relax in the evening to be refreshed the next day."
15. If hired as our next Operations Agent, what would providing excellent customer service look like to you?
How to Answer
On the British Airways flight operations team, you will often be face to face with customers, and your interviewer wants to know that you will be an excellent representative of British Airways if hired for this role. To make a lasting impression on your interviewer, it is important to understand which aspects of the job will have you working closely with passengers. As you answer, show a solid understanding of these aspects and try to display a passion for providing awesome service to customers with an infectious personality and a smile on your face at all times.
Answer Example
"If hired for this position, I understand that I will be working with passengers while they board and while they are waiting to board. I also understand that I will work with passengers during difficult situations when a flight may be delayed or overbooked. At any time on the job in this role, I would be a smiling and understanding representative of the company and work with passengers in a personable way. I don't shy away from difficult conversations, and I would come to your airline with a lot of experience having difficult customer conversations in a very professional tone. In the airline industry, you never know if a passenger is traveling for a vacation or because of the death of a loved one, so being that friendly and approachable face of the airline is important at all times."
16. Talk about a role you've held in the past where problem solving was an essential part of the job? What did you learn in that role that you can bring to the British Airways flight operations team?
How to Answer
Whether you will be faced with ensuring all necessary baggage and cargo can safely make it on a flight or dealing with an overbooked flight at British Airways, your interviewer needs to be assured that you have solid problem solving skills as they look to hire you on their flight operations team. To do this, they are posing this question to you to learn about a previous job you've held where you had to be a problem solver on a daily basis. As you prepare for this question, be sure to talk about a job where you can clearly describe a multitude of issues you faced and handled with ease. Most importantly, finish your answer by talking about how this experience has you totally prepared to be a problem solver in this job.
Answer Example
"As you can see from my resume, the early part of my career was spent in retail as a manager, and this work provided challenges on a daily basis. In retail, I handled everything from wrong shipments, late shipments, upset customers, incorrect pricing, staffing issues, and many other issues on top of those. My success in that role was due to my resiliency, teamwork, flexibility, and analytical skills, and these are skills that I would look forward to bringing to the British Airways team."
17. Have you ever went above and beyond the expectations of a customer or colleague to provide excellent service?
How to Answer
Because customer service plays an integral part in the success of the flight operations team at British Airways, your interviewer is looking for insight on your personality and work ethic on the job by hearing you talk about a time you went above the call of duty to provide a great outcome in the workplace. Whether you have done it for a customer or a colleague, try to paint a clear picture that describes the situation, provides your thought process in the situation, and clearly explains how and why you went above and beyond for that person. In the end, your interviewer will be looking to connect the dots on your outcome and why you took the necessary actions to provide this outcome, in order to gauge your ability to do just that if you were to join the British Airways team.
Answer Example
"Throughout my career, I've never hesitated to go beyond the call of duty to provide excellent service to the customers I've worked with. Exceeding the expectations of the customer is what most often brings them back time and time again, and I imagine this is especially true in the airline industry. Last year, the sales team that I supported was working on landing a huge client, and I was asked to help organize a meeting between the potential client's leadership and our sales managers. To do my part in impressing the clients, I decorated the conference room the group would be meeting in with the sports teams from their home state to make them feel more at home. I also printed out large poster sized positive feedback from customers around the room. When our sales director saw the room the evening before the meeting, he commended me for taking the initiative to do such a great job on the room. The next day, I heard the clients were thoroughly impressed with all of the work we had done."
18. Let's say you had to let an overweight passenger know that they would have to purchase two seat tickets on a flight. How would you approach the passenger?
How to Answer
While your interviewer will likely look to hit at themes on having difficult conversations and providing excellent customer service during your interview, this questions poses a specific and real scenario that you may face on the British Airways flight operations team that combines your ability to provide great service while having a very difficult conversation. As you answer, try to focus on your ability to know and adhere to company policies and your ability to do this with a positive tone when explaining to the customer.
Answer Example
"I would approach this customer in a very professional manner while relying on my interpersonal skills to make sure they understood why this decision had to be made. I would let them know that this was a company policy that had been implemented, as I know that each airline's policy on this can differ slightly. I would make it a priority to ensure the customer knew why the policy was in place and understood the need to purchase an additional ticket. If I can ask, can you tell me what your policy is in regards to this?"
19. Talk about the position you've held during your career where you faced the most amount of pressure. How did you perform well under this pressure?
How to Answer
Airline Operations Agents often have to work under high stress, high pressure situations, and your interviewer will be looking to hear that you can handle high pressure situations in this job with ease by asking this question. No matter what position you decide to talk about as an example of handling pressure on the job, be sure you can display how you will bring an innate ability to handle the pressure packed work on the British Airways flight operations team in a healthy and positive manner. Try to explain the tools and resources you used to help manage pressure. It is also important to not get caught saying things like you don't get stressed because your interviewer will know that either you are not telling the truth or you've never worked in a role that actually involved some high pressure situations.
Answer Example
"As the Shipping Manager for a large manufacturer, I was under pretty intense pressure on a daily basis when it came to coordinating shipments of orders. To handle this pressure, I used my own personal organization skills and team building skills to build processes that ensured my team was on schedule and on time at all times. I started an RFP process on a new shipping system within weeks after starting in this role and hired a team of staff to help build the new software into our department. From my years of experience in this role, I grew so much as a manager to the point where I really thrive in pressure-packed situations."
20. What interests you in joining the British Airways flight operations team?
How to Answer
As you get to the interview process for the operations team at British Airways, your interviewer knows that you are dedicated to a career in the airline industry. Now, they are looking to hear that you are dedicated and have a personal investment to a life long career with British Airways. They are asking this question to have you sell them on your own personal investment in their organization and really to ensure that your own personal convictions and beliefs match the airline's. As you answer this question, try to tie your own beliefs and views to that of the airline to prove your investment in the mission and values of the organization.
Answer Example
"While I wasn't actively seeking a new position when I applied for this job, I had just heard so many great things about working here, and I knew this role was the right fit for my skills. From others I've talked with, I love the passion that the staff here show towards providing customer service with style and charm. I also am very impressed with British Airways' commitment to diversity and inclusion and to hiring women into positions traditionally held by men. These are values that I hold near and dear to my hear as well."
21. The Operations Agent that we hire for this role needs to have a strict focus on safety. What aspects of safety do you envision being responsible for in this job?
How to Answer
Operations Agents at British Airways work closely with the passengers, cargo, fuel, and flight plans, and the person your interviewer hires for this role needs to at least come to the interview with a basic knowledge of the facets of safety that this job will entail. While you can speak broadly in your answer while covering as much of the job as possible, make sure your interviewer clearly understands your focus on safety by how you talk about the details of the role. As you answer, it is okay to talk about similar safety related measures you've had to take in prior jobs that you've held, and it is okay to ask follow up questions as well.
Answer Example
"One thing that I really appreciate about British Airways is the unique devotion you bring to your passengers each and every day. If hired for this role, doing my part to ensure the safety of all would be at the front of my mind in every task that I perform. The understanding I have from the job description and after reading more about this role, safety would be a huge focus in managing the cargo area of each flight to ensure the stability of the plane in flight. Safety would also be a big factor when helping determine flight paths and making the decision to delay a flight due to weather."