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Ticket Agent Interview
Questions

25 Questions and Answers by
| Ryan has over 10 years of experience interviewing
candidates in the healthcare, public service, and private manufacturing/distribution industries.

Question 1 of 25

Working as a Ticket Agent involves some serious physical demands. Are you able to meet the physical requirements of the job?

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Ticket Agent Interview Questions

  1. 1.

    Working as a Ticket Agent involves some serious physical demands. Are you able to meet the physical requirements of the job?

      Prior to even applying for the job, it is important that you read the Ticket Agent job posting that you will be interviewing for so that you have a really strong understanding of the physical demands of the job. Working as a Ticket Agent requires long hours on your feet, lifting heavy baggage that is being checked, and working into the wee hours of the night. For your answer to this question, be sure your interviewer knows that you fully understand the physical demands of the job and reiterate to them that you are able to handle all demands. Using examples of times you've had similar physical demands during your career will help your interviewer see that you have the physical ability to perform the job.

      Ryan's Answer

      "I consider myself in excellent physical shape and do so by eating healthy and exercising on a daily basis. I'm able to meet all lifting requirements for the job and don't have any issues standing for hours on end as I work. In my current job, I am required to lift items, that sometimes exceed 75 pounds, onto a waist-high shelf. Every year, I receive training on safe lifting and ergonomic techniques for my work that I'm able to carry over to this role."

  2. 2.

    How do you feel about wearing a company uniform on the job every day as a Ticket Agent?

      Most airlines require their Ticket Agents to wear a company uniform while on the job to best represent their brand to current and prospective customers. As you prepare for your interview, try to research the uniform requirements for this position and reiterate to your interviewer that you are always willing to be compliant with all uniform requirements for this role. If you have prior experience in wearing a uniform on the job, talk about that experience. And while it isn't asked directly, this question also gives you the opportunity to talk about your thoughts on personal appearance in this role. Let your interviewer know that you take your overall appearance seriously because you know how it positively impacts how you represent your employer.

      Ryan's Answer

      "Having never had to wear a formal uniform during my career, I'm honestly very excited about the prospect of doing it for this role. When I've traveled in the past, I've always been very impressed by the uniformed look of airline staff. Even though I've never had to wear a formal uniform on the job, I always take great pride in my personal hygiene, grooming, and appearance when showing up for work and would continue to do so if I were representing your company."

  3. 3.

    Excellent communication skills are required to be successful as a Ticket Agent. How would you rate your communication skills?

      Working as a Ticket Agent will have you working with many customers on a daily basis and your main responsibilities will require excellent verbal and written communication skills. Customer interactions will be in-person, over the phone, and through email communications. As you rate your communication skills for your interviewer, be sure to talk about your ability to listen to the needs of the customer and your ability to meet those needs. Be sure to mention your reflective listening skills and your ability to fully understand the products that you'll be working with on a daily basis.

      Ryan's Answer

      "I pride myself on my excellent communication skills and would rate my communication skills as excellent. In the customer-facing roles that I've held throughout my career, including sales roles, I always take the time to listen to my customers' needs and use what I learn to find the best approach with them. In this role as a Ticket Agent, I would pay close attention to a customer's needs in terms of budget and timing for travel, and then I'd assist them in finding the best flights. A positive attitude and a willingness to listen goes a long way with customers."

  4. 4.

    What personality types would you say that you work the best with?

      As a Ticket Agent, you will be working with travelers from all over the world and from different backgrounds, along with working alongside colleagues from many different fields. As you answer this question, it is important to point out that you are able to work with all types of personalities and that you have the ability to be flexible in how you work with people. This question also gives you the ability to point out your personality, so be sure to showcase yourself in a light that proves your ability to provide excellent customer service to any person that you work with.

      Ryan's Answer

      "My choice to go into customer service-type roles during my career was due to the fact that I am a people-person by nature and a person that loves to solve problems. I have found that I have the ability to work with all different personality types effectively and I do so by approaching different personality types with unique strategies. If I can tell that a customer is going to be hard-nosed and demanding, I let them do most of the talking initially and use my listening skills to hear what it is that they desire. I then use that information to work with them on finding solutions. If I encounter a timid customer, I don't hesitate to take the lead on what options exist for them and then let them make decisions from there."

  5. 5.

    Do you have direct experience working in a retail setting or customer cash transactions?

      Working as a Ticket Agent will require you to handle customer ticket transactions and any prior experience that you have will be great for your interviewer to know. Because your interviewer may not be able to see your experience on your resume, be sure to expand upon the specific experience that you have in handling cash, check, and credit card transactions both in-person and over the phone. If you don't have direct experience doing this, try to focus on your direct customer service experience and how that will translate into this part of the job.

      Ryan's Answer

      "Throughout my high school years, I worked as a cashier for a large grocery store and am very familiar with handling cash and credit card transactions for customers with a smile on my face. In that role, I took it upon myself to become as educated as possible on the products that we sold so I could help educate customers on their purchases. This experience, coupled with my current role as a Customer Support Coordinator, would help me be an ideal fit on your team as a Ticket Agent."

  6. 6.

    What are your career goals?

      This question is always a tough line to tiptoe as you answer because you want to be open and honest with your career goals while also showing a long-term commitment to the company that you are interviewing with. Prior to your interview, be sure to review the job posting to familiarize yourself with the work involved and determine whether growth opportunities are available at this company. Should opportunities be available, and should they be listed, answer this question by mentioning one (or a few) of these by supporting your answer with your educational/professional qualifications and personality traits, making you the perfect candidate for this employer.

      You may also answer this question by mentioning an exciting career you saw on their website and by supporting your answer with your educational/professional qualifications and personality traits, making you the perfect candidate for this employer.

      Be sure to provide an example related to the position/company you are applying for. Should your answer completely differ, such as wanting to work in a completely different industry, you may be immediately disqualified. The interviewer/employer may believe you applied for their position simply because of financial incentives and that you would leave should an opportunity in another field become available.

      Ryan's Answer

      "At this point in my career, my main goal is to find a stable employer that will continue to flourish for the next 10 to 20 years that I can learn and grow with. The airline industry is very appealing to me because of the fast-paced working environment and the opportunity to meet different people on a daily basis. Being a Ticket Agent would fulfill my desires of providing top-notch customer service to people while also showcasing my sales skills."

  7. 7.

    How would you define excellent customer service as a Ticket Agent?

      As a Ticket Agent, excellent customer service really boils down to your ability to help make the customer's travel experience as flawless as possible. To break down how you can define this, it is important to break down the key duties that you may be assisting customers with. On a day to day basis, you will be checking in baggage, ticketing, altering reservations, helping with seat assignments, handling payments, and answering questions that customers have. Answer this question by putting emphasis on respect, good communication skills, and professionalism in all work that you perform. You should highlight that you always take time to carefully listen to customers and ensure you are a good representative of the company.

      Ryan's Answer

      "I am a firm believer in the golden rule being applied to customer service and I always treat others the way I would want to be treated. Excellent customer service involves professionalism, clear communication, and respectful interactions with all people that I encounter. Whether I am helping a new customer reserve a flight or working with a very stressed-out customer to book a last minute flight, I will always give them the respect and courtesy they deserve, while helping to find the best solution possible to meet their needs."

  8. 8.

    Ticket Agents have to work with a high sense of honesty and ethical principles. How have you shown integrity in your work in the past?

      Having integrity in the workplace involves being honest and having a set of ethical and moral principles. The building of integrity leads to trust and confidence in the work that you do and this trust is imperative to the work that you'll be doing as a Ticket Agent. While there are many directions you can take your answer to this question to prove that you've displayed integrity in your work, try to focus on your reliability and respectfulness as they pertain to providing excellent customer service.

      Ryan's Answer

      "A couple of years ago, I realized that at the end of the night when balancing my till, I had overcharged an elderly lady for a purchase she had made previously in the day. Luckily, we collected contact information from our customers who were willing to provide it. Rather than letting the issue slide like some may have, I talked to my manager to let him know of my mistake and asked if I could contact the customer directly to apologize and discuss options for issuing her a refund of the overcharge. Upon calling her, she was very thankful for our honesty as a company. This situation really made me realize that doing the honest thing, even when it's difficult, is the right thing to do."

  9. 9.

    How would you calm an irate passenger that would not take no for answer?

      Working as a Ticket Agent will require providing assistance to customers from all over the world in all frames of mind. Every once in a while, a customer won't hesitate to take their frustration out on you. For this question, your interviewer will be looking to hear that you have the skills necessary to keep a tough situation from becoming even more detrimental to you and the people around you. If possible, answer this question by providing examples of your customer service and relationship building skills while highlighting your ability to use critical de-escalation techniques like remaining calm, listening, sympathizing, and apologizing.

      Ryan's Answer

      "I would remain calm and professional, keeping in mind that I represent the company at all times. I would calmly listen to the passenger so they have a chance to be heard and then would do my very best to assist them in a timely fashion. Should I be unable to solve their issues, I would immediately get in touch with my supervisor or a more experienced colleague, should my supervisor be unavailable. In my current job, I had to handle a very disgruntled client who came into our office claiming we sold a faulty product that caused quite a bit of damage to his vehicle. Because of the customer service training I have received, I remained very calm and carefully listened to what he was saying. When he was done, I set forth a plan of action to get him in touch with the manufacturer of the product to see what could be done, and the customer was happy with that approach. I know that my ability to hear him out and remain calm helped diffuse that situation."

  10. 10.

    How do you feel your education has prepared you for this role?

      Prior to your interview, it is important to first understand the education requirements for a position as a Ticket Agent. Most large airlines require a high school or equivalent degree for the role, so it is important to first discuss that you meet the requirements of the position. Some employers prefer a post-secondary degree and if you hold any advanced degree, be sure to discuss how that has prepared you for this role. From there, try your best to discuss how your education and the additional training you have received throughout your career have prepared you for the key duties of a Ticket Agent. If possible, focus on customer service and interpersonal skills as best as you can.

      Ryan's Answer

      "In applying for this position, I could see that you prefer the ideal candidate to have a bachelor's degree. Five years ago, I obtained my degree in Hospitality Management to help me delve into a career in the tourism industry. During my time in this program, I feel like my class in financial accounting really helped me prepare for the ticket transaction duties in this role. As well, I had classes in sales, marketing, and interpersonal effectiveness that have really driven me toward the customer service side of the industry."

  11. 11.

    Tell me about a time where you had to deal with conflict with a co-worker. How was the situation resolved?

      As a Ticket Agent, you will be working with many other fellow Ticket Agents and other positions with the airline. As in any career or job field, conflict in the workplace is inevitable. In your answer, your interviewer will ideally be looking to hear that you aren't afraid of conflict and that you have the wherewithal to quickly handle conflict and then learn and benefit from it moving forward. As you answer this question, be sure to tell your interviewer about your conflict resolution skills and your ability to remain professional and respectful in all situations.

      Ryan's Answer

      "A couple of years ago, I received a promotion that I had interviewed for that several other colleagues of mine had interviewed for as well. Following my acceptance of the position, a very close coworker of mine, that I had built a great personal relationship with, was acting much different around me and I knew right away that he was likely upset about not getting the promotion. While we were friends outside of work as well, I knew that this situation shouldn't impact life inside the workplace. I put it on myself to be proactive and break the ice with him by having a very frank conversation about my promotion and our relationship moving forward. My approach was to be forthright and ask why his attitude was different toward me, while not apologizing for being promoted. He immediately apologized to me for acting strange after not getting the promotion, and he congratulated me on my new role. From that point forward, things were much better between us, and we remain close friends to this day."

  12. 12.

    How would you multitask many different customer requests and duties at one time?

      As a Ticket Agent, you will face many busy days where you have customer after customer with requests to add to your regular day-to-day duties. With this question, your interviewer will be looking to hear that you have the ability to prioritize customer requests by their urgency, while not losing sight of the other essential parts of your job. Share a real-life example to demonstrate how you prioritize and organize your job duties in your current role and how that can transfer to being a successful Ticket Agent.

      Ryan's Answer

      "In my current role as a Sale Representative, much of my work is done over the phone. I have a specific customer base that I call on on a biweekly basis and have a very organized plan worked out with them on my call schedule. While I have this mapped out each day, I'm also responsible for other customer calls that come in, and I help cover the general phone lines on a daily basis. Being flexible in my duties helps me prioritize high-need customer requests first and then ensure that my daily calls are handled promptly. I stay organized by having a daily checklist built into my Outlook program. If hired as a Ticket Agent, I think these skills would put me at a great advantage to jump feet first into the role."

  13. 13.

    Give us an example of a time where you provided excellent customer service.

      Coming in to this interview for a Ticket Agent role, you should be fully aware that providing the best customer service with each and every interaction is vital to your success in the role. This question now offers you the platform to provide the proof that you are able to do this by sharing a specific example of a time that you provided excellent customer service. As you prepare for your interview, try to think of a time when you navigated a difficult situation for a customer that turned into a true win-win situation both for the customer and your organization through the service that you provided. As you answer, be sure to be as detailed as possible in the service you provided and the processes that you followed.

      Ryan's Answer

      "In my current position, I handle online orders and shipping items to customers on a daily basis. Last year, the company that we shipped products through was experiencing significant delays in shipping at busier times of the year. Prior to the Christmas season, I began proactively reaching out to customers with expected shipping times once their order came through our system. I also worked closely with our shipping company on a regular basis to relay expected delivery times. This proactive approach kept the customers informed from the moment they placed an order, which greatly reduced the number of unhappy customers contacting us about orders arriving late. Setting the expectation right away was very important to our customers and allowed for repeat business."

  14. 14.

    Are you striving for a leadership role in the future?

      Prior to your interview, be sure to research the company you are interviewing with in detail to learn about potential growth opportunities in the future, if you are hired. If your interviewer is asking this question, it is very likely that they would prefer to hire a candidate with leadership skills and a desire to take on more duties in the short to long term within their organization. As you answer this question, be open and honest about your career goals in relation to being a leader and also really sell your interviewer on your long-term interest in working for the company. In the end, they will be looking to ensure that the person they hire will be in it for the long haul.

      Ryan's Answer

      "I read on your job posting that growth opportunities are available at your company, and this is something I am very excited about. I hope to become an expert in my field and move up the ladder, so as to ultimately manage a team and lead my team members to ensure their professional success."

  15. 15.

    As a Ticket Agent, you will be working very independently. How do you keep your manager informed about what is being done in your work area?

      Ticket Agents work very independently on a daily basis and you will be relied upon to keep your manager up to speed on your work progress and any potential issues that you are facing on the job. As you answer, be sure to stress your ability to work independently while also being very communicative to your manager. If possible, use examples of how you've communicated with managers in prior roles you've held. Also, don't hesitate to tell your interviewer about your project management and organizational skills. Provide examples of methods/tools used to help you be more efficient at work and keep all relevant parties involved up-to-date.

      Ryan's Answer

      "Throughout my career, I've worked very independently and have needed to keep very open lines of communication with my manager. In my current role, I am often working alone at our retail location. Throughout the work day, I keep track of any minor issues that happen and then email them to my manager at the end of my shift. If I know he's working and there is a serious issue, I pick up the phone immediately and call him. I know that he has always appreciated my open communication with him and I would always maintain this with my manager in this role."

  16. 16.

    Ticket Agents are often asked to abide by specific safety and security protocols on the job. Have you had to work with these types of protocols in previous work?

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  17. 17.

    Ticket Agents are required to be available to work many variable hours. Are you able to work weekends, evenings or overtime as needed?

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  18. 18.

    Attendance on the job is very important. Tell me about your attendance record and punctuality in your previous role.

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  19. 19.

    In your opinion, what are the top 3 skills required to be a successful Ticket Agent?

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  20. 20.

    What is your ideal company culture?

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  21. 21.

    How would your most recent supervisor describe your work ethic?

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  22. 22.

    Describe a time where you had to overcome a big challenge.

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  23. 23.

    How do you handle stressful situations?

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  24. 24.

    Walk me through your experience in customer service based roles.

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  25. 25.

    Why should we hire you?

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