Hello there, my name is Richard McMunn from the interview training company PassMyInterview.com.
In this interview training tutorial, I will teach you how to pass an Airport Passenger
Service Agent interview. I'm going to give you five questions I pretty much guarantee
will come up during your interview. And more importantly, I will give you top scoring answers!
Now, before I get into the tutorial, a very warm welcome to this airport passenger service
agent interview. My name is Richard McMunn. That's me there in the center. I've been helping
people for 20 years now to pass their interviews by giving you top-scoring answers you can't
find anywhere else. On that basis, please do make sure you SUBSCRIBE to my CareerVidz
channel by clicking the button below this video, and then you won't miss out on any
of the weekly training videos. We have about 200,000 subscribers now within our community,
and lots of you, and I mean literally lots of you, are passing your job interviews as
a result of these videos. Please do hit the LIKE button (thanks) and that always tells
me that you enjoy the content and therefore I feel motivated to create more videos for
you. Thank you very much. OK. Let's get straight into it. Let's cover the five Airport Passenger
Service Agent interview questions and answers. Here we go. Question number one. Tell me about
yourself and why you want to become an airport passenger service agent? Now, as you and I
know, this is a highly responsible role. It is a customer facing role, and you have to
deal with passengers in a variety of different situations. We want to get you off on the
right footing during your interview, and here is my suggested answer. “I am someone who
takes great pride in my work and I prefer to work in a customer-facing role where providing
great service is important. I get the most job satisfaction from working as part of a
wider team where brand reputation is vital. I want to become an airport passenger service
agent because, after reading the job description in detail, I feel the skills, qualities and
attributes necessary to perform to a high standard, are a match for my own experience
and expertise. Within this role you have to be punctual, represent the airline in a positive
manner and also provide outstanding passenger service. I can do all of these things, and
if you hire me, I will be a good role model for the airline whilst going about my duties.”
So, if you use that kind of response at the start of your interview to the ‘tell me
about yourself?’ question, then that gives you the confidence to then move forward for
the remainder of your interview. The next question will be, “what has attracted you
to our airline?” Here is my suggested answer. “Three things have attracted me to your
airline. The first thing is, after studying you online and looking at your mission, you
want to provide brilliant service to your passengers and you obviously genuinely care
about their experience once they arrive at the airport. The second reason is, you are
a commercially responsible airline who takes the impact of climate change seriously – on
that basis, I would feel proud to be a part of your team. Finally, it appears that you
are very supportive and encouraging of all your staff, and on that basis, I feel I would
be able to grow, develop and thrive in my role as an airport passenger service agent
with your airline.” Question number three: “When have you provided exceptional customer
service?” As I said at the start of the video, within this role, it's customer facing
and you have to deal with passengers in a variety of situations. And don't forget, as
the Service Agent, the passenger service side, you are the first person they will come into
contact with when they arrive at the airport. So you have to give a good impression. Here
is my suggested answer: “In previous jobs, I was always required to provide great service.
For example, one day I had to deal with a customer who was late for their table booking
slot at the restaurant I was working for.
Their table had already gone and there was no more room available. They had booked the
table for a special occasion with their partner, and they were clearly upset they had missed
the table booking time. I decided to go above and beyond to try and get them seated. I looked
around the restaurant to find a small enough space to add an additional table without disturbing
the other diners. After a couple of minutes searching, I found a suitable location and
the couple were able to have their meal after all. I love going out of my way to provide
great service and would always make sure I represented the airline in a positive way
as your airport passenger service agent.” That's great because I've given an actual
specific situation where I've really provided great service and that's the important bit.
I've gone above and beyond what would be normally required, and that's what you should do with
your answer. Next interview question: How would you deal with a difficult or irate passenger
at the airport ticket desk? Now, once you work in this role, you will have to tackle
this kind of situation on a regular basis. Sometimes, passengers are late for their flight.
They might have missed the flight; the gate might be closed and they might become irate.
How do you deal with this situation? Here is a brilliant answer to this question. “I
would deal with them by remaining calm, having a positive approach to how I communicated
with them, being confident in my abilities to resolve the situation, and above all, remember
that I am representing the airline. I would also ensure I maintained control of the situation
throughout my communication with the passenger. I would start off by listening to the passenger,
asking them probing questions to get to the bottom of the issue quickly and look for ways
to sort out the problem, if I was able to. I would always follow the training I would
have received when I started as an airport passenger service agent, and I would use positive
body language and tone of voice whilst dealing with them. I am confident I would be able
to deal with all situations; however, if I was ever unsure, or if I felt a situation
was deteriorating, I would speak to my supervisor for advice and guidance.” That shows that
you know what you're doing even before you start the job as a passenger service ticket
agent. Next question: “A customer or passenger misses their flight. What would you do?”
So, even though you will be given training, this is assessing what you know about this
kind of service, and also getting you to think on your feet of what you would do in this
kind of situation. “I would, above all, follow my training and the operational procedures
laid down by the airline. If the gate was closed, I would inform the passenger there
would be a need for them to book on the next available flight and I would start to look
for alternative options for them. I would explain to them that the safety of all passengers
was paramount, and that it’s important to get to the gate on time in the future to ensure
the proper safety procedures and checks were implemented. I would act positively and reassuringly
whilst serving the passenger, and I would reassure them that this unfortunate incident
would be over soon once we have had found them an alternative flight to get them to
their destination as soon as practically possible.” What I like about our answer, is you are you
are being positive throughout. You are saying, look, you know, I'm going to be positive.
I'm going to sort out this situation for them and I'm going to focus, not on the negative
aspect that I have missed their flight, but let's get them to their destination and be
positive about the situation. Now, if you'd like to download my full set of Airport Passenger
Service Agent, Interview Questions and Answers, you can CLICK THAT LINK in the video where
it's just appeared. It will take you through to my website PassMyInterview.com. There are
more questions on there I want you to prepare for. You can download my guide as well if
you want to, and that gives you the answers. These answers that I have provided you with,
and also a full set to every question that I believe could come up during this interview.
I hope you enjoyed it. If you have got any questions, put them in the comments section
below. Don't forget to SUBSCRIBE so you don't miss out and (please) hit the LIKE button.
Thank you very much. I wish you the best for posting your interview. You have a brilliant
day. Thank you!