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In this interview training video, we teach you how to prepare for and pass an Airport Passenger Service Agent interview with insider tips and strategies for getting the job of your dreams.
THE ROLE OF A PASSENGER SERVICE AGENT (AIRLINE + AIRPORT)
The role of a Passenger/Customer Service Agent comes with a huge amount of responsibility. It is a customer-facing role that requires you to:
- Be the first point of contact for all flying passengers and customer;
- Answers questions and queries relating to the airline flight destination;
- Check-in passengers and their luggage and baggage;
- Ask security questions;
- Check airline flight tickets and passports;
- Keep passengers updated on flight details and check-in gates;
- Deal with passenger questions, comments and queries;
- Provide excellent customer service at all times;
- Be a positive role model for the airline you are working for;
- Work as part of the wider airport and airline team.
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LIST OF AIRLINE PASSENGER SERVICE AGENT INTERVIEW QUESTIONS, TIPS AND ANSWERS
Q1. Tell me about yourself and why you want to become an Airport Passenger Service Agent?
Q2. What has attracted you to our airline?
Q3. When have you provided exceptional customer service?
Q4. How would you deal with a difficult or irate passenger at the airport ticket desk?
Q5. A customer/passenger misses their flight. What would you do?
Q6. Why should we hire you as our Airport Passenger Service Agent and what can you bring to the role?
Q7. What skills, qualities and attributes do you have that are a match for a role of an Airport Passenger Service Agent?
Q8. Explain a situation at work when you had to demonstrate flexibility?
Q9. Describe a time when you went above and beyond what was expected for a customer?
Q10. As our Airport Passenger Service Agent, what steps would you follow when dealing with a customer or passenger complaint?
Q11. Tell me about a time when you had to work as part of a team?
Q12. How would you deal with another Airport Passenger Service Agent was not pulling their weight?
Q13. Have you ever had to deal with a highly-stressful situation at work?
Q14. Why do you want to leave your job?
Q15. What was the last piece of professional development you undertook?
Q16. What are your strengths?
Q17. Where do you see yourself in 5 years' time?
Q18. What’s your biggest weakness?
Q19. Do you have questions for the panel?
Q20. Why should we hire you as a passenger service agent?
This guide and video are suitable for all airlines and airport passenger service agent jobs, including roles at Menzies, Swissport, Gatwick Airport, Heathrow Airport, Stanstead Airport, manchester Airport, and others. It is also relevant for airlines such as British Airways, EasyJet, RyanAir, Virgin Airways, Aurigney, Jet2, Aer Lingus, Emirates, Qatar and United Airlines.
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