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Flight Attendant Mock Interview

Question 20 of 37 for our Flight Attendant Mock Interview

Flight Attendant was updated by on February 10th, 2020. Learn more here.

Question 20 of 37

Have you ever had a stranger yell at you before? How did you handle the situation?

"I have had a passenger yell at me before. I did not acknowledge the insults he threw my way and remained calm to keep my voice and tone even. I told him that he would be removed from the flight if it happened again. It was enough to calm him down until the plane landed. I do not enjoy situations like this because it makes the other passengers uncomfortable. It's not about my feelings but about the experience others have."

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How to Answer: Have you ever had a stranger yell at you before? How did you handle the situation?

Advice and answer examples written specifically for a Flight Attendant job interview.

  • 20. Have you ever had a stranger yell at you before? How did you handle the situation?

      How to Answer

      At times, the work of a flight attendant requires a very thick skin to be able to deal with passengers that are stressed and even downright angry. Your interviewer will be looking to hear that you de-escalate these situations with ease by not taking things personally and by taking a direct approach with the rude passenger. Assure the interviewer that you could handle a situation like this in a professional way.

      Written by Rachelle Enns on March 24th, 2021

      1st Answer Example

      "I have had a passenger yell at me before. I did not acknowledge the insults he threw my way and remained calm to keep my voice and tone even. I told him that he would be removed from the flight if it happened again. It was enough to calm him down until the plane landed. I do not enjoy situations like this because it makes the other passengers uncomfortable. It's not about my feelings but about the experience others have."

      Written by Rachelle Enns on March 24th, 2021

      2nd Answer Example

      "Of course I have. The first thing I do is remind myself that this isn't personal, and then I start looking at the situation through the customer's eyes and focus on them. I make it a mission to find out what's bothering them and how I can quickly find the solution to the problem. The customer wants me to be pleasant enough, but I know from experience that they don't want someone to coddle them and tell them that everything is okay. They want someone who's just friendly and positive enough, for someone to acknowledge their frustration and take ownership of the problem that's causing that frustration. Then they want a speedy resolution.



      I had a situation where an economy-class customer was yelling at me and telling me that I'm incompetent, he insulted my education and intelligence. I didn't let it get to me. I just focused on the fact that he had a problem and that I was the one to solve it. He needed to use the bathroom badly and the ones in that section were all occupied. So I led him to the business class lavatory and offered him a bottle of water when he came out. I also told him to take a couple of minutes to stretch out near the galley, and to let me know the moment he is feeling any discomfort. As we were deboarding, he thanked me and asked me for my name so that he could write about me on the comment card."

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "Oh yes! We were on delay and He had a tight connection and wanted me to move him to the front in first class so he could get off first. I told him I can't move passengers from the main cabin to first class. The passengers in first-class paid premium fares to sit there and that would not be fair to them but that I would make an announcement when we landed asking everyone to remain seated and allow our passenger in the back of the cabin to make his way to the front so he could make his tight connection."

      Cindy's Feedback

      Good! The way you explain the situation is very clear. Add a bit more detail about how you were able to resolve this situation. How did the passenger react to your explanation? How did you keep your cool when he raised his voice? These details will show how you are able to handle and defuse potentially volatile situations in a professional manner.

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