1. Describe your customer service skills

Customer service is arguably the most important skill for cabin crew members. As the role is fundamentally about improving the passenger experience and maintaining their safety, customer service is a vital aspect of the role.

Even during stressful, challenging situations, Cabin Crew must remain professional and focused on providing quality customer service.

When answering this question, show your passion for delivering unrivaled customer service. Provide examples of times you have improved the customer experience. For example, did you recognize regular flyers’ requirements and tailor your service to their needs?

If so, articulate this to show off your customer service skills.

2. What skills are important for Cabin Crew?

The key to this question is, of course, to provide the correct answers. Answering the question with budget management, stakeholder engagement, and project management would do you no favors at all.

However, while the answers might seem obvious, you should understand the key skills that hiring managers look for in candidates. These include:

– Customer service

– Adaptability

– Teamwork

– Professionalism

– Physical and mental fitness

– Work ethic

– Multitasking

– Decision-making

– A polite, hospitable demeanor

By describing these important skills, you will show the hiring manager that you understand what it takes to be a good Cabin Crew. When it comes to perfecting job interviews, we’ve found this book to be very beneficial. It covers all aspects of the job interview process to ensure you’re ready to make a strong impression and stand out from the crowd.

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

This question is, again, about customer service. Hiring managers want you to provide tangible evidence of your customer service proficiency by describing a specific time that you improved the customer experience.

It’s very beneficial to use the STAR methodology to answer this question. STAR stands for situation, task, action result.

To use this method, start by describing the situation (or problem) you faced, followed by the task you were required to perform, the action you took, and then finally result in you achieved.

Using this formula is a sure-fire way of impressing hiring managers.

4. What are your strongest skills?

This question allows candidates to be unique and stand out from the competition. Identify your key selling points and, when asked what your best skills are, communicate them to hiring managers.

For example, have you been recognized by previous employers for your personal, engaging approach to customer engagement? Are you an extrovert with a friendly personality?

If so, convey this to hiring managers.

If possible, try to bolster your statements by backing them up with examples.

5. Do you prefer working alone or as part of a team?

The aim of this question is to figure out if you’re good at working in teams. As you’re probably already aware, for Cabin Crew, it’s more important to prefer working as part of teams than to prefer working alone.

This is because good teamwork is fundamental to the smooth running of flights.

When asked this question, express your preference for working as part of teams and state that you understand the importance of effective teamwork in regards to the success of cabin crew operations.

6. How would you manage a situation in which two passengers are causing a disturbance?

These types of questions are arguably the most difficult to answer. As they are directly related to cabin crew operating procedures, it’s vital that you give an appropriate answer.

Hiring managers’ ultimate goal of such questions is to identify applicants who would not act in line with standard procedures.

As such, you need to make sure you give hiring managers the answer they want to hear.

The answer to this question could be something along the lines of: ‘In a professional manner, I would urge both individuals to refrain from causing problems while attempting to understand the passengers’ issues. By listening to the customers and understanding their issues, I would endeavor to find a solution to their problems and resolve the situation.

7. What are the key responsibilities of Cabin Crew?

This question is designed to see if you understand what the role of a Cabin Crew encompasses. It provides hiring managers with insight into whether you’re ready to commence employment and complete tasks as expected.

The best way to answer this question is to start by outlining Cabin Crew’s key objectives, followed by a list of their main tasks.

Here is an example: ‘The key responsibilities of Cabin Crew include optimizing the passenger experience and maintaining high levels of safety. Other responsibilities include delivering safety demonstrations, serving food and drinks, and liaising with colleagues.

8. Why would you make a good Cabin crew?

When asked this question, showcase your key skills and experiences that are relevant to cabin crew roles. Have you got multiple years’ customer service experience? Have you been commended for reducing customer complaints?

Use your career highlights and accomplishments to show why you’re the perfect candidate for the position. Don’t forget to detail your key skills and provide examples of times you have utilized them.

9. Describe a time when you lost your patience when dealing with a customer

This may seem like a trick question at first. Why would you admit to losing your patience? Isn’t that a bad thing?

The fact is, we all lose our patience at times. The important thing is how we react. Did you lose control of yourself or did you keep your emotions in check?

So how do you answer this question?

Explain a situation in which a customer tested your patience and pressed your buttons. Then talk about the positives. Did you manage to maintain a professional demeanor and leave your emotions out of the argument?

These kinds of positives are the details you should focus on when describing a time you lost your patience.

10. How would you deal with a passenger who refuses to follow the rules?

As a Cabin Crew, you will, unfortunately, come across situations in which passengers refuse to follow the rules. These types of situational interview questions are designed to figure out if you are capable of handling such situations in the correct manner.

When answering this question, show that you understand the basic guidelines for dealing with problematic situations. Communication is key to solving customer problems and complaints, so show that you can utilize your communication skills to deescalate problematic situations.

Here is an example: ‘If the passenger reused to follow the rules, I would initially try to engage with him or her on a personal level. If the passenger continued to be uncooperative, I would utilize my conflict management skills while conveying the importance of following regulations on aircraft for the safety of everyone on board. I would continue to emphasize the importance of the rules.

11. What would you do if there was an emergency during a flight?

As a Cabin Crew or an aspiring Cabin Crew, you probably have a good idea of what you would do if there was an emergency during a flight.

Hiring managers asks this question because they want to see if you would maintain your composure and follow protocols in such an event.

Describe the basics – you would maintain a calm demeanor, ensure the passengers were wearing their seatbelts and aware of safety procedures, make sound, logical decisions.

Here is an example: ‘I would first conduct my own safety processes, before instructing the passengers to do the same in a reassuring manner. Additionally, I would control my breathing and maintain a professional, relaxed demeanor in order to reduce panic among passengers. Then I would ensure I was aware of the location of the exit doors and prepare to deliver further instructions to passengers’.

12. What was your favorite in-air experience?

The goal of this question is to work out if you’re passionate about the aviation industry. Cabin crew that are passionate about their job are usually very good at their job.

When answering this question, touch on a time you traveled to a location that you loved. Describe the plane itself to show your interest in the aviation industry and discuss aspects of the flight that made it enjoyable.

13. How would you react if a passenger was being rude to you or other cabin crew members?

One of the best ways to answer this question is to provide an example of a time when you found yourself in a similar situation. Show that you acted professionally, kept your cool, and provided a resolution to the situation.

14. What would you do if your cabin manager gave you an order that went against protocol?

When asking this question, hiring managers are attempting to work out how you manage disagreement. The key is to show that you would try to find a win-win situation that didn’t escalate the conflict.

Don’t state that you’d put the Manager in his place and don’t state that you’d instantly follow the order.

However, if the order would jeopardize the safety of passengers or colleagues, state that you would politely and professionally say no while attempting to mitigate conflict.

Here is an example: ‘I would ask the manager to repeat the instructions to ensure that I fully understood what he or she was asking me to do. If I still thought this was not standard procedure, I would explain my concerns in a polite, professional manner. If the manager insisted on me carrying out the task, I would follow the instructions as I respect the opinion of Management. However, if I believed the instruction was a potential safety issue, I would politely explain that I would not perform the task’.

15. What destinations does our airline fly to?

This is a simple question, but a surprising number of candidates are caught out by it. Hiring managers ask it because they want to know that they have done some research and genuinely want to work for their airline.

Even if you have researched the airline, you may not be sure which destinations they fly to. So ensure to check this out before your interview.