Passenger Service Agent Interview Questions and Answers

Updated on: May 19, 2021

Passenger Service Agent Interviews are bound to put a lot of pressure on us, simply because there really isn’t “a second chance to make a first impression”.

To help you make your best first impression, here are some things that you can do:

Research the Company and Position

So that it shows that you are taking an interest. Companies like hiring people who are curious and go the extra mile.

The company website is your best bet. Reading articles written about the company can also provide you with solid information.

Familiarize Yourself with Common Interview Questions

There are some questions that the interviewer will ask.
An example is: What are your strengths and weaknesses?

Research the position. Assess yourself to determine what you can offer. Definitely assess your strengths and weaknesses. Go through a standard frequently asked interview questions set.

Prepare Answers for Interview Questions

So that when you answer a question, you are easily understood by the interviewer. If you do not prepare, your chances of stumbling double.

Look through possible important topics associated with your job description and ask yourself questions that you feel you may be tested with.

A set of interview questions and answers for a passenger service agent position are provided below:

Passenger Service Agent Interview Questions and Answers

1. What do you believe is the essence of working as a passenger service agent?

As one of the most important positions in the airline business, passenger service agents are required to provide a welcoming environment to passengers. This may include constant care at all customer service touchpoints and assistance in smoothing their journeys through the airport.

2. During a particular flight irregularity instance, how did you manage disgruntled passengers?

There was a time when all flights were grounded due to a possible terror attack. Many passengers – mostly tourists – got stuck in a city that they had no intention of overstaying in. It was a nightmare for them and for us service agents, who were at the receiving end. I had to exercise extreme patience to calm them down and offered free snacks, which seemed to help the situation a bit.

3. How do you typically deal with excess weight problems where baggage is concerned?

I get to meet a lot of passengers who try to cajole me into letting the excessive weight go. The company that I am presently working for does allow a leeway – that is, if the weight is only a little above the allowed limit. I do provide leeway where I have the opportunity to, by keeping within the parameters of company procedures. Beyond that, I have to refuse.

4. There is a psychological aspect to working as a passenger service agent. What is it?

I believe that the whole role is dependent on how well we can handle passengers psychologically. But it is even more evident where people with special needs, the elderly and unaccompanied children are concerned. They have to be dealt with on a psychological level and have to be provided extra care.