Top 20 Interview Questions & Answers for Domestic Counter Staff Roles – 2025

Preparing for a domestic counter staff 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 experience working with domestic travel clientele. Whether you’re applying for a role at an airline, train, or bus company, these questions cover all key areas of the job.

General Questions

• 1. Tell me about your previous customer service experience.
  

  Answer: My previous customer service experience includes working as a sales associate at a retail store and as a front desk representative at a hotel. In both roles, I honed my communication and problem-solving skills while providing excellent service to customers.

• 2. Why do you want to work as a domestic counter staff?
  

  Answer: I am passionate about travel and enjoy interacting with people from different backgrounds. I believe working as a domestic counter staff will allow me to combine these interests while also utilizing my customer service and organizational skills.

• 3. How do you handle challenging customers?
  

  Answer: When dealing with challenging customers, I remain calm and listen carefully to their concerns. I empathize with their situation and offer solutions to resolve their issue. If necessary, I involve a supervisor or higher authority to assist in finding a solution.

• 4. How would you handle a customer who missed their flight?
  

  Answer: I would first apologize for the inconvenience and ask the customer what their reason for missing the flight was. If it was within the airline's control, I would offer to rebook them on the next available flight at no additional cost. If it was within the customer's control, I would explain the options for purchasing a new ticket or standby options.

• 5. How do you ensure accuracy and attention to detail when handling customer bookings?
  

  Answer: I double-check all information entered into the booking system for accuracy. I also have a checklist that I follow to ensure all necessary details are collected and entered correctly. I also make sure to review and confirm all details with the customer before finalizing the booking.

Technical Knowledge & Experience

• 6. What methods do you use to keep track of flight/train/bus schedules and updates?
  

  Answer: I use a combination of electronic resources such as the airline/train/bus website, mobile apps, and email alerts to stay updated on any schedule changes. I also regularly communicate with my colleagues and management to ensure I have the most up-to-date information.

• 7. How do you handle a delayed or cancelled flight/train/bus?
  

  Answer: In case of a delay or cancellation, I first inform the affected customers and apologize for the inconvenience. Then, I offer them alternative travel options such as rebooking on another flight/train/bus or arranging for a hotel if needed. I also make sure to keep them updated on any changes or developments.

• 8. Can you explain the check-in and boarding process for domestic flights?
  

  Answer: The check-in process for domestic flights involves presenting a valid ID and/or passport, checking luggage if needed, and receiving a boarding pass. Boarding typically begins around 30 minutes before departure, where passengers show their boarding pass and go through security screening before boarding the plane.

• 9. How do you handle lost or damaged luggage?
  

  Answer: If a customer reports lost or damaged luggage, I apologize for the inconvenience and immediately begin tracking the luggage's location. If it is within the airline's control, I will offer to compensate the customer for any necessary purchases, such as clothes or toiletries. If the luggage is declared lost, I follow company procedures to reimburse the customer.

• 10. Can you explain the difference between non-stop and direct flights?
  

  Answer: A non-stop flight flies directly from one location to the final destination without any stops in between. A direct flight may make stops, but passengers do not have to change planes. They remain on the same flight number and plane until they reach their destination.

Behavioral Questions

• 11. Recall a time when you had to handle a difficult customer. How did you handle the situation?
  

  Answer: I had a customer who was unhappy with his seat assignment and was continuously demanding to be moved to a different seat that was already occupied. I listened attentively to his concerns and calmly explained that there were no other available seats. I offered a solution of a complimentary upgrade for his next flight, and he eventually calmed down and thanked me for my help.

• 12. Describe a challenging situation you faced at work and how you overcame it.
  

  Answer: I had to handle a flight delay that led to several missed connections for a group of passengers. To solve the issue, I worked with other team members to rebook the affected passengers on alternative flights, arranged for hotel accommodations, and ensured they were taken care of until they reached their final destination.

• 13. Can you give an example of a time when you provided exceptional customer service?
  

  Answer: During a flight delay, a passenger became agitated and frustrated with the situation. I approached them calmly and listened to their concerns before offering a solution to make their travel experience more comfortable. I checked in on them regularly and assisted with any requests, which they appreciated and later expressed their gratitude to the airline.

• 14. How do you handle stressful situations at work?
  

  Answer: I try to remain calm and focused and prioritize tasks. I also communicate with my team and supervisors for support and assistance. Taking breaks when needed and practicing self-care also helps me handle stress effectively.

• 15. How do you handle a situation where you are unable to assist a customer?
  

  Answer: If I am unable to assist a customer, I apologize and explain the situation. I then offer alternative solutions or escalate the issue to a supervisor if needed. I also make sure to follow up with the customer to ensure their issue is resolved to their satisfaction.

Cultural Fit Questions

• 16. How do you prioritize the customer's needs when faced with multiple tasks and deadlines?
  

  Answer: I understand that the customer's needs and satisfaction should always be a top priority. I prioritize my tasks and deadlines to ensure that I can attend to the customer's needs while also completing my responsibilities efficiently.

• 17. Have you ever gone above and beyond for a customer? How did it impact their experience?
  

  Answer: In one case, a customer's flight was cancelled, and they needed to reach their destination urgently for a family emergency. I worked with my team to find alternate flight options and even arranged for private transportation from the airport to their destination. The customer was grateful and impressed by our efforts, which made their difficult situation a little easier.

• 18. How do you handle disagreements or conflicts with team members?
  

  Answer: I believe in open and respectful communication with my colleagues. If a conflict arises, I listen to their perspective and calmly express my concerns and communicate to find a resolution that works for both parties.

• 19. Can you tell me about a time when you received exceptional customer service? How did it impact your experience?
  

  Answer: I recently had a connecting flight, and due to a delay, I was at risk of missing my connection. The airline staff went above and beyond to make sure I made my flight, and they even arranged for my luggage to be transferred to my final destination. Their exceptional service made a stressful situation much smoother, and I will always remember their efforts.

• 20. Why do you think customer service is important in the travel industry?
  

  Answer: Customer service is crucial in the travel industry because passengers are putting their trust in us to get them to their destination safely and efficiently. The travel experience can also be stressful and unpredictable, and excellent customer service can make all the difference in creating a positive experience for travelers.