cabin crew interview questions & answers · 2019. 11. 27. · cabin crew sample interview...

Cabin Crew Interview

Questions & Answers

Cabin Crew Sample Interview Questions & Answers | www.aviationjobsearch.com | 2

We’ve compiled a comprehensive list of interview questions for cabin crew, which jobseekers

say they have been asked most frequently by top airlines. Use the below questions

(a mixture of common, competency and technical) to practice for your interview ahead of the

selection day. For some, we have also provided answers we believe will best match

the question.

1. What do you think are your best qualities?

This question is designed to challenge core competencies required for the role. Take some time

to think about what your best traits are and why they are applicable to the job. How will they be

useful as a member of cabin crew? For example:

• If you have a friendly demeanour, passengers will feel welcomed and well looked after

by you on a flight.

• Outgoing personality? Your desire to assist people during the flight will go a long way.

• Strong leadership and listening skills? You’ll be able to work well with others in a

more senior role.

• Excellent overall communication skills? When faced with difficulties on a flight

where communication will be key to resolve any issues, this will be essential to the job.


2. What would you do if someone who was afraid of flying started panicking?

Here, recruiters are finding out how you can manage a stressful situation with an anxious flyer.

It is key that you have an excellent understanding of how to manage this situation – a panicking

flyer can make a flight uneasy for a number of passengers, not just themselves, so you have

to have the compassionate customer service skills to resolve it. So how can you do this?

Empathise with the passenger, and find more positive ways to make them feel less nervous.

You’ll also need to mention how you would address other passengers who are concerned about

the situation too.

Example: “First, I would ask the passenger if they are okay, and if there was anything I could do

for them to help put them at ease. I would reassure them that anxiety while flying is very common

and give them some tips for staying calm. I would also make them aware that I would be coming

back to check that they were okay throughout the flight so they are aware they have a helping

hand throughout what could be a rather traumatic time for them.”

3. What skills do you think a member of cabin crew should have?

This question is testing your ability to identify and understand what the ideal character is for this

job. Prepare this answer, because there will be a number of traits you should touch on, including:

• A calm demeanour

• The ability to multitask

• Excellent knowledge of the role

• The ability to think on the spot

• Friendly and approachable

• Excellent people skills


4. Can you think of a time where you had to change someone’s mind?

This question requires a detailed example regarding your communication skills, namely,

persuasion – it’s also a way of presenting strong problem-solving and decision-making

skills too. A good interviewer will be looking to identify when you influenced someone, the

circumstances of the situation and what you specifically did, and the eventual outcome. For

example, if you previously worked in a health and beauty shop e.g. Boots, bring an example

from work in to the mix like the following:

“At my company, we had been continuing to work with a specific vendor for a number of years,

simply due to inertia. It was easiest to simply renew the vendor’s contract rather than consider

alternatives. While my manager initially objected to alternatives, I explained that it would take time

to evaluate top vendors and present the alternatives, and that it would still be her final decision on

who to work with over the long term. We considered a total of five vendors, including the one we

dealt with now. The end result was the selection of a newer, cheaper vendor with better features

for our department at a cost savings of £20,000 per year…”

5. What are your customer service strengths?

Cabin crew members spend a lot of time interacting with passengers, checking they have

everything they need. Travelling is stressful, so good customer service skills are essential for

helping them to relax and feel more positive about the whole experience. For this question, you

could say something along the lines of:

“I have a knack for creating a positive atmosphere around me! I always look to uplift anyone I

speak with, whether it’s a passenger or a co-worker. If I had a passenger who wasn’t having an

enjoyable experience, I would try to improve their satisfaction by talking with them, checking if we

as an airline have met their needs e.g. would they like a blanket, neck rest etc. and offering up my

help wherever possible. I would listen to them and try to meet their needs.”


6. How would you handle an unexpected situation? Can you give us an example?

For this question, recruiters are trying to identify if you can adapt to changes in your schedule,

as cabin crew lower in seniority may typically end up in many locations that the airline flies.

Look to build on flexibility here, whether it’s flight schedule changes, overnight hotel bookings or

work availability. You can also touch on adaptability, for example if you’re handling basic tasks in

foreign countries like ordering food or booking a hotel room.

7. Provide us with an example of a time where you’ve dealt with an unhappy passenger – how did you resolve the issue?

Here, the interviewer is looking to find out how you resolved a difficult situation in the past.

During a flight where you’ll be 38,000 feet in the air, you could have a very unhappy passenger

that needs to be calmed down, so you have to show you have the skills to manage this type of

situation. Show the interviewer that you have both the people and problem-solving skills needed

to ease the passenger’s concerns. Good points to make for this include:

• Not being judgmental towards their character

• Carefully considering the situation to figure out what the problem was

• Showing that you wanted to help

• Seeing things from a passenger’s perspective

Example: “At my last job, a customer came in absolutely furious, yelling at our staff. I knew it

was out of frustration, so I didn’t take it personally and I made sure they knew their concerns

were being heard. I listened carefully and apologised for the issue they were having. She was

complaining about an item she wanted to return, however she didn’t have her receipt. I explained

that I wasn’t able to give her a cash refund without the receipt, but that I could allow her to have

the same amount in store credit. It ended up being a win-win situation for everyone, and she

walked away happier than when she came in.”

This type of answer shows that you possess the necessary skills to assess and fix a

negative situation.


8. Do you prefer to work as a team or independently?

If you succeed in your interview, you’ll be a part of a large cabin crew, so you’ll need to have the

ability to work as part of a team. By showing that you enjoy working in a team, but also feel

comfortable working on a single task alone, you show that you can adapt to both situations

appropriately. A good way to represent this at interview stage is to give an example of a time

where you demonstrated a project or task where each member of your team had an individual

task to complete, that would contribute to an overall team goal. Just be sure to acknowledge

both independent and team work so you can highlight the importance of each approach.

Example: “While working in customer service, we ran a campaign on a particular product during

Christmas, which required us to hit a certain cash target for the month. In addition to this, we

knew how busy we would be due to the busy period, where we would be required to have a lot

more face to face time with customers. Before the store opened in the morning, we would all sit

down as a team and acknowledge what everyone would be working on individually throughout the

day to encourage these sales, and at the end of the day we would identify where we were up to, to

see if as a team we were meeting expectations. Each of us knew what we had to do individually to

achieve what was expected of us as a team.”


9. What would you do in an emergency situation in the air?

As a member of cabin crew, you have a very important role to play in managing flight

emergencies. Here, you will need to provide answers that show your ability to keep calm in a

challenging situation, and display leadership skills.

Example: “I would aim to keep calm and collect my thoughts quickly to choose what my next

steps should be – which would include getting my own oxygen mask on first before assisting

others. I would then look to reassure passengers and ensure they have taken the right steps to

prepare. I understand that although this would be a very stressful time for passengers, I would

need to convey my authority and direct them toward the necessary safety procedures. After this,

I would locate the nearest exit doors and start planning a few steps ahead to try and keep

everyone calm.”

10. Pilots are required to take many simultaneous responsibilities during a flight. What’s your view on this?

Pilots have a busy workload, and are expected to be able to perform a multitude of duties at

once. Multitasking is a big part of this. Pilots have a key responsibility to navigate the flight,

monitor and guide their team of crew members, check & maintain the required technical

instruments, while also keeping track of the weather conditions, and controlling height and air

traffic. So when you answer this question, keep this all in mind when discussing how you would

manage your workload.

10. Why do you want to become a member of cabin crew?

This is a very important question that you must think carefully about in advance. Employers

want to see your genuine passion for the job and what it entails – they want to know that you

have applied for this job for the right reasons, and that you are the right fit. So be honest here,

and tell them why you think it’s the job for you.

Example: “I have always had a passion for customer service, because I feel that I thrive in this

type of setting. While I loved working in my previous role, becoming a member of cabin crew


would allow me to pair the excitement I have for helping others with another desire, which is to

travel the world. I remember reading about a girl who had said it had been her passion to become

a member of cabin crew, and that it took her years to pluck up the courage to apply – and she

never looked back. I already knew I didn’t want to wait though, and that blog in particular made

me realise that time is precious, so you should do what you love. This wouldn’t just be a job for

me, it would be a dream come true.”

This answer encompasses a passion for the job (which is also a demand in the individual due

to the lack of time spent at home), mentioning someone who inspired you to pursue it, and

showing your desire to help others.

11. How would you handle a passenger who refuses to comply with flight attendant instructions during takeoff and landing?

Passengers who refuse to listen to cabin crew at the beginning and/or end of a flight put

themselves and others at risk, so it’s important to emphasise how you would resolve the

situation without escalating it. Conflict management skills would be essential here. Use quick

thinking and good judgment to guide your decision making skills. Here’s an example of how you

might answer this question:

“I would repeat my instruction to the passenger, in case he/she misheard me due to cabin noise,

and emphasise the consequences to those on the flight if they choose to disobey a crew member.

If the passenger still refuses to comply, I would seek assistance from other flight assistants. As a

last resort, the situation would be reported to the captain.”


12. What was your favourite flight experience?

Cabin crew jobs are tough both mentally and physically, so airlines look for individuals who are

passionate about travel, and flying in particular. They want to understand the reasons why you

love flying. Show enthusiasm and excitement, as well as your passion for travelling, like so:

“I would have to say my first flight on a 747. It was a short trip, but it was easy to see why it gets

the nickname ‘The Queen of the Skies’.”

13. Tell me about a time you had to resolve a tough situation with a co-worker?

You could be on a flight with the same co-workers for long periods of time, so airlines won’t

want people who can’t resolve interpersonal conflicts with other staff members. Discuss how

you have displayed conflict management in the past, as well as times you have compromised

to resolve situations with others. You should be able to show your ability to put yourself in

someone else’s shoes.

“A miscommunication between myself and a co-worker caused some friction, and an order due to

arrive at our store was delayed. It was my error, so I apologised to my co-worker for the disruption

and offered to speak to those who would be affected by the delay.”

14. How comfortable are you in new environments and situations?

As a less experienced flight attendant, you might end up travelling to a number of different

locations the airline flies to. This can be quite unsettling not being in one place for long, so

you need to be able to prove you can be flexible and adjust to last-minute inconveniences or

changes to your schedule. You will also need to discuss your understanding and respect of

different cultures, as well as your ability to adapt when handling basic tasks in foreign countries,

even if it’s just arranging a booking for a hotel room.

“I love travelling, so getting the chance to go to the local market would still be a thrill for me

in a new country! Even if I don’t speak the native language, I’d be more than comfortable

communicating my needs for food, for example.”


15. Why us (The airline you’ve applied to)?

This question is focused on communicating your passion for the airline you’ve applied to. What

do you love about them? Why this particular airline over others? Make sure you’ve done your

research in advance and have a deep understanding of their values, services etc.

For example: “I always had a wonderful experience with easyJet when I flew with you as a child.

My mum and dad would frequently choose yourselves and the flight attendants were always

friendly to me. As I got older, I realised that for a budget airline, easyJet holds the best reputation

for passenger experience. It was a no brainer for me.”

16. How important are rules and regulations to you?

Airlines have strict rules for all members on board to abide by. It’s all a part of ensuring a safe

flight for all. Airlines want to know that you can follow best processes and regulations to ensure

a safe flight, particularly if it’s for health and safety reasons. You have to be able to relay these

back to passengers too, for everyone’s safety.

“Rules and regulations are put in place for a reason, particularly health and safety. I understand

that airlines have strict rules to abide by, and can respect that they are present to ensure

everyone’s safety and the overall brand’s reputation.”


17. Describe a time where you went above and beyond to improve a customer’s experience?

Cabin crew are expected to provide high standards of customer service to passengers, so it’s

important for airline hiring professionals that they are hiring people who will be willing to go the

extra mile for passengers. Talk about a time where you impressed a customer or co-worker to

improve their experience with something.

“During my time with a previous airline, I had a passenger who was afraid of flying and couldn’t

seem to relax. I went over and introduced myself to her and reassured her that we had excellent

weather conditions that evening, and that it should be a smooth flight. I offered her a cup of tea,

and also went and got her a blanket and pillow to make sure she was comfortable during the

flight. Every now and then when I walked past her I checked to see how she was doing, which she

told me she was very grateful for towards the end of the flight.”

18. What skills can you bring to this role?

If you’ve never been a crew member before, airlines will be looking to identify whether you have

the right qualities for the job. You should talk about your customer service skills, people skills,

ability to persuade and bring someone around to your way of thinking, conflict management,

and teamwork skills.

19. Describe a time you suggested a new work process

Innovative and creative individuals are valuable to a company, so if you are the type of person

that can come up with new ideas to improve your efficiency at work, explain how you’ve done it

in the past and how it impacted the company positively.

www.aviationjobsearch.com

cabin crew interview questions & answers · 2019. 11. 27. · cabin crew sample interview...

Documents