Top 20 Interview Questions & Answers for Airline Sales Representative Roles – 2025

Are you preparing for an interview for an airline sales representative position? This guide provides a comprehensive list of questions and answers that will help you showcase your sales skills, customer service abilities, and knowledge of the airline industry. Whether you are applying for a job with a major airline or a charter company, these questions cover all aspects of the role.

General Questions

• 1. Tell me about your previous sales experience.
  

  Answer: I have been working in sales for the past 5 years, primarily in the hospitality industry. I have experience in both B2C and B2B sales, as well as managing customer accounts and building relationships with clients. I have a track record of meeting and exceeding sales targets and providing exceptional customer service.

• 2. How do you stay up-to-date with industry trends and changes?
  

  Answer: I am a regular reader of industry publications and attend industry events and seminars to stay informed about the latest trends and changes. I also make sure to network with other professionals in the industry to exchange knowledge and insights.

• 3. How do you handle difficult or irate customers?
  

  Answer: I always remain calm and polite, actively listen to the customer's concerns, and work towards finding a solution that meets their needs. I have experience in de-escalating challenging situations and turning negative experiences into positive ones.

• 4. How do you prioritize your tasks/deals when working under pressure?
  

  Answer: I prioritize based on urgency and importance. I make a to-do list and set realistic deadlines, ensuring that important tasks are completed first. I also regularly reassess my workload and communicate with my team to ensure everyone is working efficiently.

• 5. How do you handle rejection or failure in sales?
  

  Answer: I see rejection or failure as an opportunity to learn and improve. I analyze what went wrong and make necessary adjustments to my sales approach. I also talk to my colleagues and mentors for advice on how to handle similar situations in the future.

Behavioral Questions

• 6. Tell me about a time when you had to meet a challenging sales target.
  

  Answer: In my previous sales role, I was given a target that seemed almost impossible to achieve in the given timeframe. I created a detailed plan and worked tirelessly, leveraging my network to secure deals. I also collaborated with my team members and received support from my manager, which resulted in us exceeding the target by 25%.

• 7. Give an example of how you have successfully negotiated a deal with a difficult customer.
  

  Answer: In my previous role, I had a customer who was hesitant to purchase a vacation package due to budget constraints. Through effective communication and understanding their needs, I was able to offer alternative packages and negotiate a lower price, ultimately converting the lead into a sale.

• 8. Describe a time when you had to persuade a customer to try a new product/service.
  

  Answer: I was working for a new airline that was launching a premium seating option. I approached a loyal customer who had always flown economy and convinced them to try the premium option by highlighting the added benefits and comfort. The customer ended up purchasing the upgrade and became a regular customer of the premium service.

• 9. Tell me about a time when you had to work with a team to achieve a common goal.
  

  Answer: I was part of a team tasked with improving the company's online sales. We held regular meetings to brainstorm and share ideas, and everyone had a role in implementing our strategy. As a result, our online sales increased by 30% within 6 months.

• 10. Give an example of how you have provided exceptional customer service.
  

  Answer: In my previous role, a customer had missed their connecting flight and was stranded at the airport. I personally went to the airport to assist them with rebooking their flight, arranging accommodation, and providing vouchers for meals. They expressed their gratitude, and the company received a good review as a result.

Situational Questions

• 11. You receive a complaint from a customer about a delayed flight. How do you handle the situation?
  

  Answer: I would first apologize for the inconvenience caused and then calmly explain the reason for the delay. I would offer them alternatives, such as a complimentary meal voucher or a seat upgrade on their next flight, to make up for the delay. I would also provide them with the necessary information and assist them in any way possible.

• 12. How would you handle a difficult customer who wants to cancel their flight at the last minute?
  

  Answer: I would first understand the reason behind their decision and try to find a solution that meets their needs. If the cancellation is due to a personal emergency, I would offer a refund or the option to reschedule. If it's due to a change of plans, I would remind them of the cancellation policy and offer alternatives such as a flight credit for future use.

• 13. A customer wants to book a flight with connecting flights, but all options have long layovers. How do you handle this situation?
  

  Answer: I would first ask about the customer's travel preferences and if there are any specific reasons for choosing connecting flights. If not, I would suggest direct flights that offer better travel time and convenience. If connecting flights are necessary, I would offer options with shorter layovers or assist in coordinating activities during the layovers, such as airport lounge access.

• 14. How do you handle a customer who is trying to negotiate a lower ticket price?
  

  Answer: I would first explain the pricing and any promotions or discounts available. If the customer is insistent on a lower price, I would try to upsell certain services or packages to add value and justify the higher price. If it's not possible, I would politely explain that the price cannot be lowered and offer alternatives, such as a lower-priced ticket for a different date or destination.

• 15. A customer wants to bring additional luggage on their flight but has exceeded the baggage allowance. How would you handle this situation?
  

  Answer: I would first explain the baggage allowance and any additional fees for exceeding it. If the customer is not willing to pay the fees, I would suggest alternatives, such as shipping the luggage separately or reallocating the weight among the customers' travel companions. I would also inform them about options to purchase additional baggage allowance before their flight.

Technical Questions

• 16. How do you handle customers who require special assistance or have specific dietary requirements?
  

  Answer: I would first ask about the specific needs and make notes of any special requirements. I would then communicate this information to the relevant departments, such as the airline's special assistance team or the in-flight caterers. I would also ensure that the customer's needs are met and follow up to confirm their satisfaction.

• 17. What are the most common challenges you have faced when booking group travel?
  

  Answer: From my experience, the most common challenges are coordination, communication, and last-minute changes. It's important to have a designated point of contact and keep all parties informed. I have learned to anticipate and plan for potential changes and have backup plans in place.

• 18. How do you handle a customer who has mistakenly booked the wrong flight?
  

  Answer: First, I would check the customer's itinerary and confirm if it's within the cancellation or change policy. If not, I would explain the policy and offer solutions, such as rescheduling or purchasing a new ticket. If it's within the policy, I would process the necessary changes and make sure the customer understands the updated itinerary.

• 19. What do you know about airline ticket pricing and revenue management?
  

  Answer: I understand that airline ticket pricing is based on multiple factors, such as the route, seasonality, demand forecast, and competition. Revenue management is the process of maximizing an airline's revenue through effective price discrimination, inventory control, and demand management. It relies on data analysis and pricing strategies to optimize sales and profitability.

• 20. How do you handle a customer who has missed their flight?
  

  Answer: I would first find out the reason for missing the flight and offer solutions based on the customer's needs. If it's within the cancellation or change policy, I would provide options to book a new flight or offer a refund. If it's due to circumstances beyond their control, I would assist in rebooking the flight or providing alternatives, such as a seat on the next available flight.