All of the airlines have a very similar selection process. It can be divided in different days/timings, but in the end, you will get almost the same questions and situations to respond to.
Some of them will be in initial phases- where they are getting to know you, checking the way you talk and express yourself, how do you use your imagination/are you capable of creating a story, and in general how you carry yourself, and the energy you give away.
Others will be purely problem-solving situations, where you should demonstrate patience and kindness, but at the same time you will have a very angry
customer you have to satisfy, or to give him a reasonable response, following the company policies and regulations. It can be quite tricky.
The last part for those lucky candidates will be a Final interview, where you should come prepared ahead, as the recruiter doesn’t have time to give you
to think about your whole life and then maybe, answer the question. Click here to read more about the open/assessment day timeline.
What are the most common questions you will be asked during the selection and how should you respond?
1. “GETTING TO KNOW YOU PHASE” (usually the first part of any open/assessment day)
– Tell us something about yourself.
– What is your favorite book and why?
– Pick out a card and talk about given subject for 1 minute (SPA, money, telecommunications, airplane..).
– What would you bring to a deserted island and why?
– When were you the happiest in your life?
– If you could go back to past, or to the future, what would you choose and why?
HOW TO ANSWER CORRECTLY:
Talk as much as you can, use your imagination and vocabulary. The most important part here your recruiter wants to see is how you express yourself and your level of comprehension in English language. The correct answer doesn’t really exist, but the more clever your answer is, the better. Also a bit of sense of humor doesn’t hurt.
2. “ROLE-PLAY SCENARIOS/PROBLEM SOLVING PHASE” (usually the second part, after a test of English) examples (not limited to):
– Scenario #1: You work in a Rent-a-car agency, and you don’t have the car that your customer booked (you made a double booking). How do you resolve this issue?
– Scenario #2: A passenger who paid for a certain drink but now wants to exchange it for another, and not pay for a new one. What do you do?
– Scenario #3: A customer got a free drink on his/her previous flight and now refuses to pay for a drink on your flight, because he thinks it’s normal policy of your airline. How do you approach this?
– Scenario #4: A passenger refusing to follow safety commands, fasten his seat-belt before take-off, or put his baggage in the overhead compartment. How do you act?
– Scenario #5: A passenger who wants to buy duty free product on board, but his credit card/your payment machine doesn’t work. What do you do?
–Scenario #6: A mother with a baby who refuses to put the infant seat belt prior to take-off because, as she says, her baby gets nervous or uncomfortable. How do you deal with it, and explain the importance of it?
HOW TO ANSWER CORRECTLY TO ROLE-PLAY SCENARIOS:
It is important to stay calm, composed and professional at all times. Recruiter playing the role will give you a hard time acting as an angry customer, but you should be able to explain kindly things that the company policies are strict about, such as
safety, or payment for services on board. If you have the charm or charisma to display, it can also soften your ‘angry customer’.
The solutions to a given problem are limited to your imagination only, the most important thing they really want to see and hear is that you remain calm and professional under all circumstances and pressure.
The most important words in any type of Customer service, which you should use regularly during these situations, are:
“Madam/sir I apologize for that, but… ” you explain what you need to explain.
“I understand it can be frustrating, but…”
“I can understand your point if view, but…”
Make sure to end it on a positive note, or even offer a service recovery in more extreme cases (like a double booking, rent a car agency, or whenever something has been your mistake and the customer is really unfairly damaged) when applicable, for example:
“As soon as we take off and the seat belt sign goes off, you can open the seat belt and your baby will be more comfortable. If you need any help I’ll be happy to assist you.”
“Unfortunately we do not have your booked car, but we can offer you a car one class higher” or “Unfortunately due to the mistake in the system we have rented out the car in question, we can offer you another model from a lower class with a complimentary full gas tank”.
3. “FINAL INTERVIEW PHASE” possible questions (not limited to) :
– Why do you want to do this job?
– Why did you leave your previous job?
– Tell us about your previous work experiences?
– Why do you want to work for our company?
– Have you ever had a problematic colleague, boss, friend, and how did you resolve problem with them?
– When did you do something nice for a customer?
– How did you break down the bad news (example-when you couldn’t satisfy a certain customer’s need or had to reject something)?
– What are the traits a cabin crew member should possess?
– Have you ever been asked to leave/quit your job or have you ever been fired?
HOW TO ANSWER CORRECTLY TO FINAL INTERVIEW QUESTIONS:
Prepare your answers ahead. Give examples for everything, if you had those situations of course. Be yourself, radiate your energy, and don’t get scared, try instead imagining you are talking to your friend, sister, mother. It helped me relax every time I had a
job interview in my life, and it obviously worked 🙂
These are only some of the examples of what can you expect to be asked. Prepare in advance and be confident in your responses. It will be appreciated by your recruiters, as there are many people who come unprepared, which means they don’t really care so much about getting the job.