Top 20 Interview Questions & Answers for Airline Reservation Agent – 2025

Preparing for an airline reservation agent job interview? This guide provides a list of essential questions and answers that will help you showcase your customer service skills, problem-solving abilities, and knowledge of the airline industry. Whether you’re applying for a role with a domestic or international airline, these questions cover all key areas of the job.

General Questions

• 1. How did you become interested in working as an airline reservation agent?
  Answer: I have always been fascinated by the airline industry and have a passion for travel. Being an airline reservation agent allows me to combine my love for customer service and travel, and that is why I am excited about this role.
• 2. What do you know about our airline and its policies?
  Answer: I have researched your airline and am aware of your policies, such as baggage allowances, refund policies, and frequent flyer programs. I have also looked into your routes, fleet, and company values.

Behavioral Questions

• 3. Tell me about a time when you had to deal with an unhappy customer.
  Answer: In my previous role as a customer service representative, I had a customer who was unsatisfied with their flight experience. I actively listened to their concerns, empathized with their situation, and found a solution that met their needs. In the end, the customer was satisfied and even left positive feedback.
• 4. Can you give an example of a time when you had to handle a difficult situation?
  Answer: In a previous job, I encountered a situation where a customer's flight was cancelled due to weather conditions. The customer was understandably upset and anxious about missing their important meeting. In order to alleviate their stress, I quickly rebooked them on the next available flight and offered them a complimentary upgrade. The customer was impressed with my quick thinking and thanked me for turning a difficult situation into a positive one.

Situational Questions

• 5. How would you handle a situation where a customer wanted a specific seat but it was already taken?
  Answer: In such a situation, I would apologize for the inconvenience and offer the customer alternative seating options. If they are not satisfied with the alternatives, I would check if there are any other flights or if the customer is willing to wait for a potential seat change. If not, I would suggest they contact customer service for further assistance.
• 6. If a customer needed to change their flight but it was past the deadline, how would you handle it?
  Answer: I would first check our policy regarding flight changes and explain it to the customer. If there is an option to still make the change, I would guide them through the process and possibly offer them a waiver of the fee as a one-time courtesy. If the policy does not allow for changes, I would offer to put them on a standby list or suggest they contact customer service for further assistance.

Technical Questions

• 7. What are the necessary steps to make a flight reservation?
  Answer: The first step is to gather all the required information from the customer, such as travel dates, destination, and preferred flight times. Then, we search for available flights and confirm the details with the customer. Finally, we collect payment and issue the tickets.
• 8. How do you handle a situation where a flight is overbooked?
  Answer: If a flight is overbooked, I would first apologize and inform the customer of the situation. I would then check for alternate flights and offer voluntary denied boarding compensation to anyone willing to give up their seat. If no one volunteers, I would follow our airline's established procedures for involuntary denied boarding.

Cultural Fit Questions

• 9. Why do you think customer service is important in the airline industry?
  Answer: I believe customer service is crucial in the airline industry because it can greatly impact a customer's overall experience. Positive customer service can lead to customer satisfaction and loyalty, while poor customer service can result in negative reviews and a loss of customers.
• 10. How do you handle a fast-paced and high-pressure work environment?
  Answer: I thrive in fast-paced and high-pressure work environments. I am able to stay calm under pressure, prioritize tasks effectively, and efficiently handle multiple tasks at once. I also have strong time management skills, which allow me to meet deadlines and deliver quality work even in a fast-paced environment.

Industry-Specific Questions

• 11. Which flight booking systems are you familiar with?
  Answer: I am familiar with popular flight booking systems such as Amadeus, Sabre, and Galileo. I have used these systems in previous roles and am comfortable navigating them to make reservations and changes.
• 12. How do you handle a situation where a flight is delayed or cancelled?
  Answer: I would first apologize to the customer for any inconvenience and then check for alternate flights. If there are no available alternate flights, I would assist the customer in finding the best option for their needs, whether it be rebooking on a different airline or finding alternative transportation. I would also offer any applicable compensation or waivers as per our airline's policy.

Customer Service & Communication Skills

• 13. How do you handle difficult or upset customers?
  Answer: First and foremost, I listen to their concerns and show empathy towards their situation. I remain calm and speak in a professional and understanding tone. I then try to find a suitable solution to their issue, and if necessary, escalate the matter to a supervisor. I understand that not all customers will be happy, but it is my goal to ensure they feel heard and respected.
• 14. How would you handle a language barrier with a non-English speaking customer?
  Answer: If I am unable to communicate with a customer due to a language barrier, I would utilize our airline's translation services or seek assistance from a coworker who speaks the same language. I understand the importance of effective communication in the customer service industry and would do everything in my power to ensure the customer is understood and their needs are met.

Teamwork & Collaboration

• 15. How do you handle working in a team environment?
  Answer: I believe teamwork is essential for a company's success, and I enjoy collaborating with my coworkers to achieve a common goal. I am always willing to lend a helping hand and work together to overcome challenges and complete tasks efficiently.
• 16. How do you handle a situation where you have a disagreement with a coworker?
  Answer: I would first try to understand the coworker's perspective and calmly express my own. I believe in open and respectful communication, and I am willing to compromise and find a solution that works for both of us. If necessary, I would involve a supervisor to mediate the situation.

Time Management & Organization

• 17. How do you prioritize tasks and manage your workload?
  Answer: I prioritize tasks based on urgency and importance and use a to-do list to keep track of all my responsibilities. I also delegate tasks when necessary and communicate any potential conflicts or delays with my team. I am committed to meeting deadlines and effectively managing my workload to ensure productivity.
• 18. How do you handle a situation where you are not able to complete a task on time?
  Answer: If I am unable to complete a task on time due to unforeseen circumstances, I would communicate this to my team and supervisor as soon as possible and provide a realistic timeline for completion. I believe in being transparent and responsible when it comes to managing deadlines.

Airline Industry Knowledge

• 19. What do you think are the biggest challenges facing the airline industry today?
  Answer: In my opinion, the biggest challenges facing the airline industry today include fluctuating oil prices, increasing competition, and rising security concerns. With these challenges, it is important for airlines to continuously adapt and innovate in order to remain competitive and provide customers with a safe and enjoyable travel experience.
• 20. How do you keep up-to-date with changes and developments in the airline industry?
  Answer: I stay informed by reading news and industry publications, attending seminars and conferences, and networking with professionals in the industry. I believe it is important to continuously learn and adapt in order to grow in my career and provide a high level of service to customers.