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 21 of 25

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
Example Answer
Community Answers

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.

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.

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.

"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 the airline 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."

Write Your Answer

0 - Character Count

Unlock All 25 Airline Customer Service Agent Questions

Master high-pressure scenarios that airline interviewers use to identify composed candidates.

Get Started

Previous Question Next Question