airline reservationist Interview Questions and Answers

1. What motivated you to apply for this position?

   • Answer: I'm passionate about travel and customer service. This role combines both, allowing me to assist people in planning their journeys and ensuring a smooth experience. I'm also drawn to the fast-paced and challenging environment of the airline industry.

2. Describe your experience with customer service.

   • Answer: In my previous role at [Previous Company], I consistently exceeded customer satisfaction targets by [quantifiable achievement, e.g., resolving 95% of issues on the first call]. I'm skilled at handling difficult customers with empathy and professionalism, finding solutions to their problems even under pressure.

3. How would you handle a frustrated or angry customer?

   • Answer: I would listen actively and empathetically to the customer's concerns without interruption. Once they've expressed themselves fully, I'd validate their feelings and apologize for any inconvenience. Then, I would calmly and clearly outline the options available to resolve their issue, seeking their input and working towards a solution that meets their needs, within company policy.

4. Are you comfortable working in a fast-paced environment?

   • Answer: Yes, I thrive in fast-paced environments. I'm highly organized and efficient, able to prioritize tasks effectively and manage multiple calls or inquiries simultaneously without compromising quality.

5. How do you handle stressful situations?

   • Answer: I remain calm and focus on finding practical solutions. I take deep breaths, prioritize tasks, and break down complex problems into smaller, manageable steps. I also leverage available resources and seek help from colleagues when needed.

6. What is your experience with reservation systems?

   • Answer: While I don't have prior experience with [Specific Airline Reservation System], I'm a quick learner and highly adaptable. In my previous roles, I've utilized similar software, demonstrating proficiency in learning and mastering new systems rapidly.

7. How familiar are you with different airline fare classes and their implications?

   • Answer: I understand the basic fare classes (economy, premium economy, business, first class) and their differences in terms of amenities, baggage allowance, and flexibility. I'm confident in my ability to quickly learn the specific fare classes and policies of your airline.

8. How would you explain a complex fare structure to a customer?

   • Answer: I would use clear, concise language, avoiding jargon. I'd break down the fare structure into manageable components, explaining each fee and charge separately. I would use visual aids if possible and ensure the customer understands the total cost before proceeding.

9. How do you handle a situation where a flight is overbooked?

   • Answer: I would follow company protocol, calmly explaining the situation to the affected passengers. I would offer alternative flights, compensation (as per company policy), and assist with rebooking or accommodation as needed, prioritizing those with the most pressing needs.

10. How do you stay up-to-date on airline policies and procedures?

    • Answer: I'm committed to continuous learning. I would actively review company manuals, attend training sessions, and utilize online resources to stay informed about any changes in airline policies and procedures.

11. What software programs are you proficient in?

    • Answer: I am proficient in Microsoft Office Suite (Word, Excel, PowerPoint), and have experience using CRM software. I am a quick learner and can adapt to new software quickly.

12. How do you handle multiple tasks simultaneously?

    • Answer: I prioritize tasks based on urgency and importance, using time management techniques to ensure all tasks are completed efficiently and accurately. I also utilize tools like to-do lists and calendars to stay organized.

13. Describe a time you went above and beyond for a customer.

    • Answer: [Insert a specific example from a previous job showcasing exceptional customer service. Be detailed and quantify the positive outcome whenever possible.]

14. What are your salary expectations?

    • Answer: Based on my experience and research of similar roles, I am targeting a salary range of [State your salary range]. However, I am flexible and open to discussion.

15. Why should we hire you over other candidates?

    • Answer: I am a highly motivated and dedicated individual with proven customer service skills and a passion for the airline industry. My ability to handle pressure, multitask effectively, and resolve issues efficiently makes me a strong candidate for this role. I am also a quick learner and adapt easily to new challenges.

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