Customer service is arguably the most important skills 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, flight attendants most remain
professional and focused on providing quality customer service.
When answering this question, show your passion for delivering unrivalled
customer service. Provide examples of times you have improved the customer
experience. For example, did you recognise regular flyers’ requirements and
tailor your service to their needs?
If so, articulate this to show off your customer service skills.

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 favours 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 demeanour
By describing these important skills, you will show the hiring manager that you
understand what it takes to be a good Cabin Crew.

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

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 recognised 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.

The aim of this question is to figure out if you’re good at working in teams. As
you’re probably already aware, for flight attendants, 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 and Airport Staff operations.

These types of questions are arguably the most difficult to answer. As they
are directly related to cabin crew and Airport Staff 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 endeavour to find a
solution to their problems and resolve the situation’.

This question is designed to see if you understand what the role of flight
attendant encompasses. It provides hiring managers with insight into whether
you’re ready commence employment and complete tasks as expected.
The best way to answer this question is to start by outlining flight attendant’s
key objectives, followed by a list of their main tasks.
Here is an example: ‘The key responsibilities of Cabin Crew includes
optimising the passenger experience and maintaining high levels of safety.
Other responsibilities include delivering safety demonstrations, serving food
and drinks and liaising with colleagues’.

When asked this question, showcase your key skills and experiences that are
relevant to cabin crew / Airport Staff roles. Have you got  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 utilised them.

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 demeanour 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.

As a Cabin Crew/Airport Staff 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 utilise 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 he or she on a personal level. If the passenger
continued to be uncooperative, I would utilise my conflict management skills
while conveying the importance of following regulations on aircraft for the
safety of everyone. I would continue to emphasise the importance of
the rules’.

As a Cabin Crew or an aspiring Cabin Crew, you probably have a good
idea 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 demeanour, ensure the
passengers were wearing their seat-belts 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
demeanour 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’.

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 travelled 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.

If you have not travelled by air – you can inform that you have never travelled by air before and then share an example of a friend or relatives experience too.

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.

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 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 jeopardise 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’.

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.