Top 20 Interview Questions & Answers for Air Ticketing Executive – 2025

Are you looking to land a job as an air ticketing executive? This list of common interview questions and answers will help you stand out from other candidates by showcasing your knowledge of the airline industry, customer service skills, and problem-solving abilities. Stay up-to-date with industry practices and prepare for a successful interview with these top questions and answers.

General Questions

• 1. Tell me about yourself.
  Answer: I have been working in the airline industry for the past five years, starting as a flight attendant and then moving into a ticketing executive role. I have a strong customer service background and am highly knowledgeable about airline policies and regulations.
• 2. Why do you want to work as an air ticketing executive?
  Answer: I have always been passionate about the airline industry and love being able to assist customers in their travel plans. Becoming an air ticketing executive allows me to combine my customer service skills with my knowledge of the industry.
• 3. How do you handle difficult customers?
  Answer: I always remain calm and professional when dealing with difficult customers. I listen to their concerns and try to find a solution that meets their needs while also following the policies of the airline.
• 4. How do you prioritize tasks when dealing with multiple customers?
  Answer: I prioritize tasks by urgency and importance. If there is a customer with an urgent issue, I will attend to them first. I also try to multitask and efficiently handle multiple customers at once to ensure everyone is taken care of in a timely manner.
• 5. What experience do you have with booking and reservation systems?
  Answer: I have experience working with various booking and reservation systems, such as Amadeus and Sabre. I am comfortable navigating these systems and have a strong attention to detail when entering customer information and flight details.
• 6. How do you handle changes or updates to flight schedules?
  Answer: I promptly inform customers of any changes or updates to their flight schedules. I also offer alternative options and assist with rebooking if necessary. I always remain flexible and understanding, as changes in flight schedules can be frustrating for customers.
• 7. How do you stay updated on the latest airline policies and regulations?
  Answer: I regularly attend trainings and workshops offered by the airline to stay updated on any policy changes. I also keep an eye on industry news and am proactive in researching any changes that may affect the services we offer.
• 8. What is your understanding of ancillary services in the airline industry?
  Answer: Ancillary services refer to additional services offered by an airline, such as extra baggage fees, seat selection, and in-flight meals. These services allow the airline to generate more revenue while also providing customers with options to enhance their travel experience.
• 9. How do you handle confidential customer information?
  Answer: I am aware of the importance of safeguarding customer information and always follow security protocols to protect sensitive data. I only access customer information when necessary for their travel plans and never discuss or share this information with others.
• 10. How do you handle a situation where a customer has missed their flight?
  Answer: I remain calm and understanding in this situation and assist the customer with rebooking their flight or finding alternative options. I also inform them of any policies regarding missed flights and try to find a solution that is suitable for both the customer and the airline.

Behavioral Questions

• 11. Tell me about a time when you had to handle a difficult customer.
  Answer: I had a customer who was unhappy with their seat assignment and became increasingly agitated when we could not accommodate their request for a different seat. I remained calm and empathetic, listening to their concerns and offering alternative solutions. Eventually, the customer calmed down and left satisfied with the resolution.
• 12. Can you give an example of when you had to go above and beyond for a customer?
  Answer: A customer was in a rush to catch their flight and realized they had left their passport at home. I quickly contacted the necessary departments and was able to get a copy of their passport emailed to us. I also escorted the customer through security and to their gate to ensure they made their flight on time.
• 13. How do you handle a situation where a customer is unhappy with their flight experience?
  Answer: I apologize for any issues the customer may have experienced and listen to their concerns. I then try to find a suitable solution, such as offering travel vouchers or addressing the issue with the appropriate department. I always aim to leave the customer feeling satisfied and valued.
• 14. Can you describe a time when you had to handle a high-pressure situation?
  Answer: As a ticketing executive, I have had to handle situations where flights were cancelled due to weather conditions, causing delays for multiple customers. I remained calm and communicated updates to the affected customers while also assisting them with finding alternative flights. I ensured that each customer was taken care of and handled the situation with a sense of urgency.
• 15. How do you prioritize tasks when faced with a high volume of customers?
  Answer: I try to handle customers in the order they arrive, but I also consider the urgency of their requests. If there are customers with urgent issues, I will attend to them first while also managing other customers' needs. I also remain organized and prioritize tasks based on their importance and impact on customer satisfaction.

Situational Questions

• 16. How would you handle a situation where a customer wants to change their flight last minute?
  Answer: I would first check the airline's policy regarding flight changes and communicate any fees or restrictions to the customer. If the change is within the policy guidelines, I would then assist the customer with finding an alternative flight and rebooking their ticket.
• 17. What would you do if a customer's luggage was lost or delayed?
  Answer: I would apologize for the inconvenience and assist the customer in locating their luggage, either through tracking with the airline or working with baggage services. I would also offer any necessary compensation or assistance in obtaining essential items until their luggage is located.
• 18. How would you handle a customer who is unable to find their reservation or ticket information?
  Answer: I would verify their information and check other possible reservation numbers or names the customer may have booked under. If necessary, I would also contact the airline's reservation team for assistance and ensure the customer's information is updated and saved for future reference.
• 19. What would you do if a customer has a complaint about a fellow employee?
  Answer: I would listen to the customer's complaint and empathize with their concerns. I would then address the issue with the employee and provide feedback or coaching if necessary. I would also follow up with the customer to ensure their issue has been resolved.
• 20. How would you handle a situation where a customer is unhappy with the airline's policies?
  Answer: I would listen to the customer's concerns and explain the reasoning behind the policies. If possible, I would offer alternative options or escalate the issue to a supervisor if the customer's needs cannot be met. I would remain polite and professional while providing the customer with a satisfactory resolution.

Cultural Fit Questions

• 21. What do you believe is the key to providing exceptional customer service?
  Answer: I believe listening to the customer and being empathetic to their needs is crucial to providing exceptional customer service. It's also important to maintain a positive attitude and remain professional in all interactions.
• 22. How do you handle a situation where a customer is not satisfied with the services offered by the airline?
  Answer: I would listen to their concerns and work towards finding a solution that meets their needs and leaves them feeling satisfied. I would also apologize for any inconveniences and take ownership of the situation to ensure the customer's needs are met.
• 23. What qualities do you possess that make you a good fit for this role?
  Answer: I have strong communication and problem-solving skills, which are essential for an air ticketing executive. I am also highly knowledgeable about the airline industry and am passionate about providing excellent customer service.
• 24. How do you handle a situation where a customer has language barriers?
  Answer: I always try to find a way to effectively communicate with the customer, whether through using translation tools or finding a colleague who speaks their language. I am also patient and understanding when trying to find a solution for their needs.
• 25. How do you handle a difficult or demanding customer?
  Answer: I always remain calm and professional, focusing on finding a resolution to the customer's issue. I understand that frustrations can arise when traveling, and I make an effort to empathize with their situation and provide them with the best service possible.