British Airways Operations Agent Mock Interview

Practice 21 British Airways Operations Agent interview questions covering ground operations, passenger service, and safety protocols.

Question 5 of 21

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?

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Ryan Brunner

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

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.

Ryan Brunner

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

"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?"

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