Airline Customer Service Agent Mock Interview

Practice 25 Airline Customer Service Agent interview questions covering rebooking scenarios, passenger conflict resolution, and gate pressure situations.

Question 1 of 25

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?

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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.

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.

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'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."

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25Airline Customer Service Agent Interview Questions & Answers

1.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?

2.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?

3.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?

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

5.How would you describe your communication style?

6.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?

7.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?

8.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?

9.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?

10.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?

11.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?

12.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?

13.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?

14.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?

15.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?

16.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?

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

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

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

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

21.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?