Flight Attendant Mock Interview
Practice 37 Flight Attendant interview questions covering safety scenarios, customer service, and teamwork.
Question 5 of 37
Why do you think passengers take their frustration out on the cabin crew, even though the crew is trying to help them?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"People can get very cranky on flights because of the tight space and being in close quarters with strangers. They get frustrated when they're uncomfortable and can't improve their situation on their own. So, naturally, they look to us for solutions. Unfortunately, they typically reach out to us when they're already in a very negative mood. When this happens, it's very natural to not think rationally or clearly, and we become the most convenient outlet for their frustration and anger. It's understandable, and I don't let it get to me, I don't take it personally. I like to take care of people, especially when they're frustrated."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
It is very common for an upset passenger to take their frustration out on the cabin crew. As you answer this question, talk about the fact that the cabin crew is the face of the airline while passengers are cramped into a small cabin for hours on end, and it is only natural for some customers to become irritated and frustrated. In addition, talk about your ability to handle customers who act this way, if you were hired for this role.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"People can get very cranky on flights because of the tight space and being in close quarters with strangers. They get frustrated when they're uncomfortable and can't improve their situation on their own. So, naturally, they look to us for solutions. Unfortunately, they typically reach out to us when they're already in a very poor mood. When this happens, it's very natural to not think rationally or clearly, and we become the most convenient outlet for their frustration and anger. It's understandable, and I don't let it get to me; I don't take it personally. I like to take care of people, especially when they're frustrated."
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Anonymous Answer
It's only natural that customers would look toward the cabin crew as responsible for any mistake cause after all the cabin crew stands as the only representatives of the airline at that time and moment.
Rachelle's Feedback
You make an excellent point here! Be sure to acknowledge that you are ready and prepared to handle these types of passengers.
"It's only natural that passengers would look toward the cabin crew as responsible for any mistakes. After all, the cabin crew stands as the only representative of the airline at that moment. I will handle these types of passengers by (give an example)."
Anonymous Answer
Because they are the present representation of the airlines in that particular moment. They are the airline when on the aircraft.
Cindy's Feedback
Good answer. How do you defuse a situation where a passenger may be substituting you for the airline? How do you manage through it?
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