5 Common Airport Passenger Service Agent Interview Questions & Answers

The airport passenger service agent is the face of the airline. Their job is to make passengers feel at ease and welcome during all aspects of the trip. They must ensure that information regarding passenger needs is effectively communicated to other members of the team. Most of all, passenger service agents should be devoted to providing excellent service to travellers.

I have always been comfortable with all forms of technology. In my previous job, I was proficient with their individual system for product orders. Additionally, I had to use various programs, such as Microsoft Word and Outlook, in order to prepare documents and maintain communication within the organization. Technology is a great tool that can make things much easier for businesses.

I have experience providing assistance to the elderly. Within my own family and some volunteer opportunities, I have helped seniors get around in order to complete their daily tasks. I’ve also helped with meal preparation and financial advice. Within the customer service industry, I am fully capable of being able to not only recognize when someone may be in need of special assistance, but also to be able to determine exactly what needs to happen to help an individual. My goal would be to make sure every passenger receives help through to their final destination.

There was a time in my previous position where a customer’s order was not in yet. There was a large winter storm in the county that had impacted shipping times during this time period. First, I let the customer know immediately that her order was going to be late. Then, I offered a discount on the next order. She was satisfied with the outcome, even though she received the order a week late. I learned that it’s important to keep customers updated as soon as possible with information, even if it’s bad news.

For the baggage issue, I think that’s a common occurrence mostly because people don’t travel enough to know that there’s a weight limit. One solution would be to go through the line, before passengers get up to the desk, to remind them of the weight limit and to invite them to weigh their bags ahead of time. With an overweight passenger, I would do my best to gently let them know that they would need to purchase an additional seat.