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Airline Customer Service Agent Interview Questions

To help you prepare for your Airline Customer Service Agent interview, here are 25 interview questions and answer examples.

Airline Customer Service Agent was written by and published on March 8th, 2021. Learn more here.

Question 1 of 25

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

How to Answer

Appearance to customers is huge in the commercial airline industry 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, try to research the particular image standards that the airline you are interviewing with has, and be able to speak about the standards and your compliance during the interview.

Written by Ryan Brunner on March 8th, 2021

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25 Airline Customer Service Agent Interview Questions & Answers

  • 1. In this role, you would be expected to come to work each shift in uniform and neatly groomed. Would you have any issues in doing this?

      How to Answer

      Appearance to customers is huge in the commercial airline industry 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, try to research the particular image standards that the airline you are interviewing with has, and be able to speak about the standards and your compliance during the interview.

      Written by Ryan Brunner on March 8th, 2021

      1st Answer Example

      "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."

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      Some people consider a question like this to be a softball question during a job interview, but 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 get things done while on the job. 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 as a Customer Service Agent. As you answer, speak with enthusiasm and detail to really sell your interviewer on your answer.

      Written by Ryan Brunner on March 8th, 2021

      1st Answer Example

      "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."

      Written by Ryan Brunner on March 8th, 2021

  • 3. What is one advantage that our airline has over our competition?

      How to Answer

      As a Customer Service Agent, you will often be the face of the airline to customers. With this question, your interviewer will be looking to hear two distinct things in your answer. First and foremost, they'll be looking to hear that you have done your homework on their airline and understand what sets them apart from other airlines. Second, they'll be looking to hear that you have a bit of a sales side in being able to talk about this advantage, as you would do for customers, if hired for this role. Prior to your interview, be sure to research the airline you will be interviewing with to be able to talk about a unique advantage they have over their competition, so you can explain this with confidence.

      Written by Ryan Brunner on March 8th, 2021

      1st Answer Example

      "What is really drawing me to work for your airline is the great ticket pricing and the traveler amenities that you provide, which I experienced last year as a passenger. Your complete dominance at ticket pricing make this airline one of the most preferred to travel on. As a passenger who received the best rate with your airline, I was thoroughly impressed by the free DirecTV with my coach seat for my four hour flight, and this would be a great thing to point out to potential customers who wouldn't receive that from other airlines."

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      While it may be easy to assume that working as a Customer Service Agent is a solitary job working with customers, the truth is that you'll be working as part of a much larger team within the airline 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, when needed. 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 5. 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?

      How to Answer

      Looking to dive into your ability to problem solve with this question, your interviewer will be looking to hear that you are quick and resourceful, while continuing to provide great service to the customer. Describe the upfront and honest approach you would take with your customer and set 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 6. Our Customer Service Agents need 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?

      How to Answer

      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, and 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.

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      Travelers can often be very unreasonable to deal with for airline staff and your interviewer needs to hear that you have a calm, cool, and collected approach to handling unreasonable customers, if hired for this job. 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 that situation 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 8. What appeals to you most about being our next Customer Service Agent?

      How to Answer

      With this question, your interviewer will be looking to hear about your personal motivation for seeking this position with their airline. 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 because 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 9. This position would require a background and employment verification check. Would you have any issues being subjected to this?

      How to Answer

      Prior to applying to and interviewing for this role as an Airline Customer Service Agent, it is important to know that both the TSA and FAA have strict regulations for background checks for airline staff. They require commercial airlines to run criminal background checks on prospective employees, and there is a specific list of criminal activities that can automatically disqualify your candidacy for the job. As well, they do require that an employment verification check does take place as well, where the airline will look into at least the last 10 years of your employment history. 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.

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      To help keep passengers, flight crews, and all other airline staff safe and well, the airline industry has strict safety requirements that all employees need to adhere to. To add to that, specific airports 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 11. Our Customer Service Agents need to know and adhere by the FAA's regulations and policies on a daily basis. Have you worked in a job in the past where adherence to local, state, or federal laws was important?

      How to Answer

      The Federal Aviation Administration is the controlling force over the commercial airline industry and its policies and regulations impact the day to day jobs of every staff member of an airline. While your interviewer won't be looking for you to know the FAA regulations off the top of your head, they will be looking to hear that you have the ability to play by the rules if you are hired for this position. As you prepare for you interview, think back to a job you held where adherence to regulations was important in the work you performed, describe that experience to the interviewer, and explain the steps you took to ensure you were following all policies. If you don't have exact experience with more government set regulations, reassure your interviewer that you are a team player who follows the rules by talking about other roles where company rules dictated your work.

      Written by Ryan Brunner on March 8th, 2021

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  • 12. 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?

      How to Answer

      As a Customer Service Agent in the commercial airline industry, no two work days are the same, and 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 your interview, 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 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?

      How to Answer

      By posing this question to you, your interviewer is looking to hear that you are a forward thinker who is always looking for ways to improve the overall customer experience. 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.

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      As a Customer Service Agent in the airline industry, you will be expected to provide great service, accurate information, and resolve issues for airline customers over the phone. To understand your ability to effectively handle this aspect of the job, your interviewer is posing this question to you. 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.

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      If you have ever flown commercially, you know that all staff of the airlines 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 Service Agent job, if you are selected for the role. 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 16. 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?

      How to Answer

      Because you will be working face to face with customers of the airline in many ways as a Customer Service Agent, 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 17. Our Customer Service Agents help with ensuring that aircraft are prepared for flight inside the cabin. Do you have any cleaning and/or stocking experience during your career?

      How to Answer

      As passengers shuffle off of a flight that just landed and prior to the passengers boarding the plane for its next flight out, airline staff quickly work to prepare the plane. During this preparation, Customer Service Agents are asked to help restock the food, beverage, and other items on the plane, and also do some light cleaning in the cabin of the plane. While your interviewer knows that you can likely handle this piece of the job, they're looking to hear if you do have any experience handling these types of duties during your past work. Be honest about the experience you have that relate to these two items. If you don't have direct experience with either of these duties, let your interviewer know that you are ready and willing to handle these tasks.

      Written by Ryan Brunner on March 8th, 2021

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  • 18. Our Customer Service Agents often have 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?

      How to Answer

      Because of the simple nature of the industry and the fact that commercial airline customers come from all walks of life and travel for many different reasons, customers can have some very unique demands, and your job as a Customer Service Agent will be 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.

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      If your interviewer asks you any questions during your interview about holding a valid driver's license and having a clean driving record, driving a company vehicle will likely be part of the job. When you applied for the job and read the job description, this likely would have been listed as a requirement. 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.

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      Airline Customer Service Agents are 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 21. Describe a time you had to explain something complex to a colleague or customer. How did you handle this conversation to ensure that the message was conveyed?

      How to Answer

      This question allows your interviewer to gain insight into your communication skills and style by posing a very specific situation for you to walk through. With any type of behavioral interview question like this, where you're asked to talk about a specific situation, make sure you describe in detail the situation and the action you took to provide great results. As you talk about your explanation to a colleague or a customer, try to highlight the means of communication you used and how you chose to approach that person.

      Written by Ryan Brunner on March 8th, 2021

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  • 22. How would you describe your communication style?

      How to Answer

      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 customers of the airline and staff as well, 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.

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      Part of your duties, if you were hired as the next Customer Service Agent, 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.

      Written by Ryan Brunner on March 8th, 2021

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  • 24. If hired as our next Customer Service Agent, 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?

      How to Answer

      Because almost every aspect of the airline industry, 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 interview, 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 if hired for this position, talk to your interviewer about your plan to learn and master whatever programs are required for this role.

      Written by Ryan Brunner on March 8th, 2021

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

      How to Answer

      To get a glimpse into how you think on your feet while also providing top notch service, your interviewer is posing this tricky 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 refer to company policies regarding this situation. Airlines do have different policies when it comes to price matching and while it isn't important to know the policies of the particular airline you are interviewing with in your interview, it is important that you point out to your interviewer that you would be aware of the policy if you were hired as their next Customer Service Agent, 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.

      Written by Ryan Brunner on March 8th, 2021

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