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

Preparing for a senior ticketing executive job interview? This guide provides a list of essential questions and answers that will help assess your experience in managing ticketing operations and providing efficient customer service. Whether you have a background in the travel industry or are looking to transition into this role, these questions cover all key areas of the job.

General Questions

• 1. Tell us about your experience in the ticketing industry.
  Answer: I have over 10 years of experience working as a ticketing executive, with the last 5 years in a senior role. During this time, I have gained extensive knowledge of ticketing processes, sales techniques, and customer service.
• 2. How do you stay updated with the latest industry trends and technologies?
  Answer: I regularly attend industry conferences and seminars and also make use of online resources to stay updated on the latest industry trends and technologies. I am also a part of professional networks where I exchange ideas and best practices with other professionals in the ticketing industry.
• 3. How do you handle difficult or irate customers?
  Answer: I understand that customer satisfaction is crucial in the ticketing industry and always maintain a calm and professional demeanor while dealing with difficult or irate customers. I listen to their concerns and try to find a solution that meets their needs while also adhering to company policies.
• 4. How do you prioritize your tasks?
  Answer: I use a combination of time management techniques and task prioritization based on urgency, importance, and deadlines. This helps me ensure that I am able to fulfill all my responsibilities efficiently and on time.
• 5. How do you handle high-pressure situations?
  Answer: I thrive in fast-paced environments and have a strong ability to remain calm and focused under pressure. I prioritize my tasks and delegate when necessary to ensure that all tasks are completed on time and with the highest level of accuracy and attention to detail.

Technical Skills & Experience

• 6. What is your experience with ticketing systems?
  Answer: I am well-versed in using various ticketing systems, including GDS systems such as Amadeus and Sabre. I have also used in-house ticketing systems and am quick to learn new systems.
• 7. How do you handle ticketing errors or discrepancies?
  Answer: I understand that ticketing errors can have a significant impact on customer satisfaction and company revenue. I have experience in thoroughly checking for errors and taking corrective action promptly. I also have experience in liaising with airlines and other vendors to resolve discrepancies and minimize the impact on customers.
• 8. Can you give an example of a time when you had to upsell a customer?
  Answer: In my previous role, I had a customer who was looking to purchase a basic economy ticket, but I noticed that there was a sale on premium economy tickets that would only cost a few dollars more. I explained the benefits of the premium ticket, and the customer ended up purchasing it. This not only increased our revenue but also improved the customer's overall satisfaction with their travel experience.
• 9. How do you handle group bookings and reservations?
  Answer: I have experience in handling group bookings and reservations, which requires excellent organizational and communication skills. I make sure to keep track of all bookings, payments, and any special requests to ensure that all group members have a smooth and hassle-free experience.
• 10. Can you explain your experience with international ticketing and visa requirements?
  Answer: I have experience in booking international tickets and am well-versed in the visa requirements for various countries. I regularly keep up-to-date with any changes in visa regulations and ensure that all necessary information is communicated to customers accurately.

Behavioral Questions

• 11. Can you tell us about a time when you had to handle a difficult customer?
  Answer: During my previous role, I had a customer who was upset after their flight was cancelled. I immediately empathized with the situation and found them an alternate flight, even going above and beyond to secure a seat on a different airline. The customer was impressed with my service and left positive feedback.
• 12. How do you handle a situation where a supplier unexpectedly increases their prices?
  Answer: I understand that price fluctuations are a common occurrence in the travel industry, and I have experience in negotiating with suppliers to get the best rates for our customers. In the event of an unexpected price increase, I research other suppliers and try to find a competitive price without compromising on quality for our customers.
• 13. Tell us about a time when you had to handle a high-stress situation at work.
  Answer: In my previous role, I had to handle a high volume of last-minute bookings due to a sudden change in airline schedules. I remained calm and organized, prioritized tasks, and delegated to my team to ensure that all bookings were made accurately and on time.
• 14. How do you ensure accuracy in your work?
  Answer: Attention to detail is crucial in the ticketing industry, and I take several measures to ensure accuracy in my work. I double-check all bookings and payments before finalizing them, use automated systems to avoid human error, and continuously strive to improve my skills and knowledge.
• 15. Tell us about a time when you resolved a conflict within your team.
  Answer: In my previous role, there was a disagreement between two team members regarding a scheduling conflict. I intervened and facilitated a constructive conversation, allowing both team members to express their concerns and find a compromise that worked for both of them. This helped improve their working relationship and maintain a positive team dynamic.

Situational Questions

• 16. If a customer requested a refund for a non-refundable ticket, how would you handle the situation?
  Answer: I would first review the company's policies regarding refunds for non-refundable tickets and explain the situation to the customer. If the customer is still unsatisfied, I would try to find an alternative solution such as rebooking on a different date or offering a travel credit for future use.
• 17. How would you handle a situation where a customer's flight was delayed due to an unexpected circumstance?
  Answer: I would proactively reach out to the customer as soon as I am aware of the delay and provide regular updates on the situation. I would also assist in rebooking the customer's connecting flights if necessary and provide any necessary support during their wait.
• 18. If a customer has multiple connecting flights, and one of them is cancelled, how would you handle the situation?
  Answer: I would immediately contact the airline and work towards finding an alternative flight that does not disrupt the customer's entire travel itinerary. I would also assist in any necessary rebookings or refunds and provide support to ensure the customer arrives at their destination on time.
• 19. How would you handle a situation where a customer is attempting to resell their ticket at a higher price in a secondary market?
  Answer: I would explain to the customer that the resale of tickets is against the company's policies and assist them in finding an alternative solution, such as changing the name on the ticket or offering a refund if possible. I would also inform the necessary parties to prevent further resale attempts.
• 20. If a ticketing system experiences a technical issue, how would you handle the situation?
  Answer: In the event of a technical issue, I would immediately notify the necessary parties and work towards finding a solution or a workaround to ensure minimal disruption to customer service. I would also keep customers informed of the situation and provide assistance in any necessary rebookings or refunds.