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What would you do if you saw one of your colleagues deliberately being rude to a passenger?

1 of 39 Flight Attendant Interview Questions and Answers Written by Rachelle Enns

Written on June 29th, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
How to Answer

Strong customer service is crucial to the success of an airline. Discuss with the interviewer how you would deal with this type of situation. If you have experienced this before, use a real-life example.

Professional Answer Examples
Answer example

"My reaction would be different depending on if the colleague was one of my direct reports or not. If the individual reported to me, I would speak with them about the situation in private and request that an apology be granted. If possible, I would upgrade the passenger on their flight seating as well. If the colleague was an equal I would likely leave it be and just take special care and attention on the flight to make the passenger feel comfortable and welcome. If the situation became a common occurrence I would bring it up with management."

Answer example

"I'd approach him in the galley and chat him up, see if there's anything that's bothering him that might affecting his attitude. Maybe he had a fight with a friend or family member and he didn't leave his personal baggage when he came in to work. If that's the case, then I'll try to let him vent a little bit with me, and then encourage him to focus on something positive. Then I'd suggest to him that the passenger he was rude to looks a little upset at something and that he should check in with him. That way the passenger gets a taste of my colleague's more positive attitude."

Written by:

Rachelle Enns
Rachelle Enns is a job search expert, executive headhunter, career catalyst, and interview coach. Utilized by top talent from Fortune companies like Microsoft, General Electric, and Nestle, she helps professionals position themselves in today's competitive digital marketplace. Rachelle founded Renovate My Resume and Executive Resume Solutions, two companies focused on helping job seekers get their edge back. She helps everyone from new graduates looking for their first placement, to CEO's who want more out of their career. Rachelle coaches students to executives on how to master the toughest interview questions and how to handle the most bizarre interview situations; all with confidence and poise. Rachelle trains other career coaches, recruiters, and resume writers, globally. A big part of her job is also spent coaching HR professionals on how to bring the human touch back into their interview and hiring process.
Published: 06/29/2018
*Specific career answer examples vary on published date

View user-submitted Answers

What would you do if you saw one of your colleagues deliberately being rude to a passenger?
I would go to him in a private way, and tell him with still respect that what he did is completely disrespectful.
Talk to him, tell him to calm down, I would help him right after I finish my duties.
Ask her later what happened.
I will talk to the colleague and remind her of the behavior I observed.
I have to analyze the situation and if not I will the attention of the supervisor and I call the flight attendant say sorry.
I would privately speak to the colleague and tell them that our job is to give the best customer service and to try to approach the person differently and even apologize to the passenger.
I will check the situation first and then settle it without making the passenger angry.
I would step over and ask if I could help and take control of the situation in the least obtrusive way possible.
Ask the passenger and colleague if I could be of any assistance, ask them to tone down their language and see if there is anything that could be resolved.
I would ask if they need assistance with anything so they can move on to another task.
I would ask my colleague what is the matter on the side and just try to remind them that perhaps the customer is going through something that is causing them to be rude.
I would defenitly take that serious and report it to the supervisor and would appologies on be have of the airline.
I would calmly tell the colleague they were needed in the galley and then apologize to the passenger.
I will apologize to the passenger and will take my colleague aside and will make him understand.
I will walk in and tell him/her that I will take care of this passenger and he/she needs to take a rest.
I would come to see what the issue is and try to pick up the issue by being extremely nice. Then away from the passengers, I would tell my co worker that he doesn't have the right to treat a passenger that way and apologize.
Ask him/her to calm down.
Talk to him, tell him to calm down, I would help him right after I finish my duties.
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If, for example, there are 60 children on the flight, but you only have 40 toys. How would you deal with thissituation.
My perception of a situation may not be the correct context. The colleague may be trying to assist the pax but the pax won't listen. It depends on if itis the safety of the Pax, the people around or if the colleague was deliberately being rude with no clear reason, I would ask to see why or I would report to the manager.
I would let the employee finish the conversation, then gave a polite chat to both parties and pass it on to the supervisor.
I would go up and ask if I speak to them and then I would be the one to service them the rest of the flight I wouldnt be happy and say they should know better than to treat passengers in that manner.
I would offer help first, and talk frankly with him alter by offering advice in how to improve his job.
I will talk to my colleagues personally and offer some help to my colleagues to get my colleagues away from that passenger.
I will tell my colleagues politely and offer some help to my colleagues,They probably tired.
If I saw one of my colleagues deliberately being rude to a passenger I would go up to them and tell them this is not the way to treat our passengers, and ask what reasons has he/she to behave this way.
I would try to know the situation but in any way I have to settle it without upsetting the passenger.
I would call my collegue one side and tell them to apologise to the passenger.
Pull them to the side, ask them what the problem is, and try to resolve it. Intervene and take matters into my own hands if I see the colleague is too heated.
I would first aproached here to know what is the problem maybe I did missunderstood the situation or missheard so I have to conferm it with here that if taht is the case I would advice here that that wasnt the right way to deal and remind here that we represent our company we are the face of the company, and I would go inform my superiors for the situation and aproach the guest to appologies and maybe offer him some drinks.
I would talk to my colleage and remind her of our oath. To help the passenger at all times and to provide their needs whatever the situation we may have.
I would find out whats going on and offer my apology to the passenger.
I would say excuse me to my colleague and tell they were needed elsewhere and help the passenger myself.
I would tap them on the shoulder and in a low voice ask if I may speak to him or her. Once away from the passenger I would apologize to the passenger for any distress caused and deal with the flight attendant later in a quiet manner.
I will first discretely talk to my colleagues then propose to her either to present apology to the passenger or not to address the passenger again and let me do it, I will make sure I meet the passenger needs and repair my colleagues fault as much as I can.
I would interject and try to accommodate the passenger while asking colleague at a later time how I could help in his time of stress and remind him that customer service is of most importance.
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