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  • 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 thetell 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 seriouslyon

  • 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!

Hello there, my name is Richard McMunn from the interview training company PassMyInterview.com.

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A2 passenger service agent airport airline customer

AIRPORT PASSENGER SERVICE AGENT INTERVIEW QUESTIONS & ANSWERS! (Become a Passenger Service Agent)

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    林宜悉 posted on 2020/03/09
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