19 Airport Passenger Service Agent Interview
Questions & Answers

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Here’s the FULL LIST of AIRPORT PASSENGER SERVICE AGENT INTERVIEW QUESTIONS:

Q1. Tell me about yourself and why you want to become an Airport Passenger Service Agent?

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.”

Q2. What has attracted you to our airline?

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.”

Q3. When have you provided exceptional customer service?
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Q4. How would you deal with a difficult or irate passenger at the airport ticket desk?
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Q5. A customer/passenger misses their flight. What would you do?
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Q6. Why should we hire you as our Airport Passenger Service Agent and what can you bring to the role?
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Q7. What skills, qualities and attributes do you have that are a match for the role of an Airport Passenger Service Agent?
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Q8. Explain a situation at work when you had to demonstrate flexibility?
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Q9. Describe a time when you went above and beyond what was expected for a customer?
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Q10. As our Airport Passenger Service Agent, what steps would you follow when dealing with a customer or passenger complaint?
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Q11. Tell me about a time when you had to work as part of a team?
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Q12. How would you deal with another Airport Passenger Service Agent was not pulling their weight?
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Q13. Have you ever had to deal with a highly-stressful situation at work?
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Q14. Why do you want to leave your job?
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Q15. What was the last piece of professional development you undertook?
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Q16. What are your strengths?
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Q17. Where do you see yourself in 5 years' time?
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Q18. What’s your biggest weakness?
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Q19. Do you have questions for the panel?
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Airport Passenger Service Agent Job Description and Responsibilities


As an airport passenger service agent, you are the first point of contact for all passengers who are wishing to fly with the airline. To perform the duties of this role responsibility and competently, you will need to be excellent at providing great customer and passenger service, be able to resolve problems and disputes confidently, be capable of working as part of a team whilst always acting as a positive role model for the airline or airport you are employed by.

Key duties of an airport passenger service agent include:

  • Greeting and welcoming passengers;
  • Checking all documentation, tickets and passports carefully and accurately;
  • Operating within strict safety guidelines and airport operating procedures;
  • Issuing boarding cards, passes and baggage labels;
  • Asking appropriate security questions to ensure the safety of the flight at all times;
  • Processing passengers at the airline boarding gate;
  • Advising and guiding passengers and also answering questions;
  • Applying airline and airport regulations in respect of safety and operational competence;
  • Taking payments for excessive baggage charges;
  • Working alongside other members of the airline team to provide excellent service;
  • Communicating with and liaising with airport security staff.

4 IMPORTANT TIPS FOR PASSING THE AIRPORT PASSENGER SERVICE AGENT INTERVIEW

TIP #1 – The role of an airport passenger service agent is absolutely crucial to the successful running and operation of the airline. On that basis, you are the first person the passenger will come into contact with when they arrive at the airport. Therefore, it is vitally important that you are able to not only provide exceptional passenger service at all times, but that you can also act as a positive role model for the airline or airport you are working for.

TIP #2 – Being able to deal with irate, frustrated and sometimes even aggressive passengers is a skill needed to become a competent airport passenger service agent. During your preparation for this interview, we strongly recommend you consider the steps you would follow when dealing with this type of situation.

TIP #3 – How good are you at provide great excellent customer service? The way to demonstrate this during your airport passenger service agent interview is to think of previous situations you have been in where you have gone above and beyond what is expected when dealing with customers of passengers.

TIP #4 – In preparation for your airport passenger service agent interview, think of three reasons why you want to work for your chosen airline or airport. Carry out some research into their history, their flight destinations and also their customer and passenger service charter. By following this advice you will be able to put yourself ahead of the competition and make yourself the standout candidate at the airport passenger service agent interview.

To make sure you are fully prepared for your interview, download a copy of Richard McMunn’s 19 AIRPORT PASSENGER SERVICE AGENT INTERVIEW QUESTIONS AND ANSWERS guide!

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