In this interview training tutorial, I will teach you how to pass an Airport Passenger

Service Agent interview. I'm going to give you five questions I pretty much guarantee

will come up during your interview. And more importantly, I will give you top scoring answers!

Now, before I get into the tutorial, a very warm welcome to this airport passenger service

agent interview. My name is Richard McMunn. That's me there in the center. I've been helping

people for 20 years now to pass their interviews by giving you top-scoring answers you can't

find anywhere else. On that basis, please do make sure you SUBSCRIBE to my CareerVidz

channel by clicking the button below this video, and then you won't miss out on any

of the weekly training videos. We have about 200,000 subscribers now within our community,

and lots of you, and I mean literally lots of you, are passing your job interviews as

a result of these videos. Please do hit the LIKE button (thanks) and that always tells

me that you enjoy the content and therefore I feel motivated to create more videos for

you. Thank you very much. OK. Let's get straight into it. Let's cover the five Airport Passenger

Service Agent interview questions and answers. Here we go. Question number one. Tell me about

yourself and why you want to become an airport passenger service agent? Now, as you and I

know, this is a highly responsible role. It is a customer facing role, and you have to

deal with passengers in a variety of different situations. We want to get you off on the

right footing during your interview, and here is my suggested answer. “I am someone who

takes great pride in my work and I prefer to work in a customer-facing role where providing

great service is important. I get the most job satisfaction from working as part of a

wider team where brand reputation is vital. I want to become an airport passenger service

agent because, after reading the job description in detail, I feel the skills, qualities and

attributes necessary to perform to a high standard, are a match for my own experience

and expertise. Within this role you have to be punctual, represent the airline in a positive

manner and also provide outstanding passenger service. I can do all of these things, and

if you hire me, I will be a good role model for the airline whilst going about my duties.”

So, if you use that kind of response at the start of your interview to the ‘tell me

about yourself?’ question, then that gives you the confidence to then move forward for

the remainder of your interview. The next question will be, “what has attracted you

to our airline?” Here is my suggested answer. “Three things have attracted me to your

airline. The first thing is, after studying you online and looking at your mission, you

want to provide brilliant service to your passengers and you obviously genuinely care

about their experience once they arrive at the airport. The second reason is, you are

a commercially responsible airline who takes the impact of climate change seriously – on

that basis, I would feel proud to be a part of your team. Finally, it appears that you

are very supportive and encouraging of all your staff, and on that basis, I feel I would

be able to grow, develop and thrive in my role as an airport passenger service agent

with your airline.” Question number three: “When have you provided exceptional customer

service?” As I said at the start of the video, within this role, it's customer facing

and you have to deal with passengers in a variety of situations. And don't forget, as

the Service Agent, the passenger service side, you are the first person they will come into

contact with when they arrive at the airport. So you have to give a good impression. Here

is my suggested answer: “In previous jobs, I was always required to provide great service.

For example, one day I had to deal with a customer who was late for their table booking

slot at the restaurant I was working for.

Their table had already gone and there was no more room available. They had booked the

table for a special occasion with their partner, and they were clearly upset they had missed

the table booking time. I decided to go above and beyond to try and get them seated. I looked

around the restaurant to find a small enough space to add an additional table without disturbing

the other diners. After a couple of minutes searching, I found a suitable location and

the couple were able to have their meal after all. I love going out of my way to provide

great service and would always make sure I represented the airline in a positive way

as your airport passenger service agent.” That's great because I've given an actual

specific situation where I've really provided great service and that's the important bit.

I've gone above and beyond what would be normally required, and that's what you should do with

your answer. Next interview question: How would you deal with a difficult or irate passenger

at the airport ticket desk? Now, once you work in this role, you will have to tackle

this kind of situation on a regular basis. Sometimes, passengers are late for their flight.

They might have missed the flight; the gate might be closed and they might become irate.

How do you deal with this situation? Here is a brilliant answer to this question. “I

would deal with them by remaining calm, having a positive approach to how I communicated

with them, being confident in my abilities to resolve the situation, and above all, remember

that I am representing the airline. I would also ensure I maintained control of the situation

throughout my communication with the passenger. I would start off by listening to the passenger,

asking them probing questions to get to the bottom of the issue quickly and look for ways

to sort out the problem, if I was able to. I would always follow the training I would

have received when I started as an airport passenger service agent, and I would use positive

body language and tone of voice whilst dealing with them. I am confident I would be able

to deal with all situations; however, if I was ever unsure, or if I felt a situation

was deteriorating, I would speak to my supervisor for advice and guidance.” That shows that

you know what you're doing even before you start the job as a passenger service ticket

agent. Next question: “A customer or passenger misses their flight. What would you do?”

So, even though you will be given training, this is assessing what you know about this

kind of service, and also getting you to think on your feet of what you would do in this

kind of situation. “I would, above all, follow my training and the operational procedures

laid down by the airline. If the gate was closed, I would inform the passenger there

would be a need for them to book on the next available flight and I would start to look

for alternative options for them. I would explain to them that the safety of all passengers

was paramount, and that it’s important to get to the gate on time in the future to ensure

the proper safety procedures and checks were implemented. I would act positively and reassuringly

whilst serving the passenger, and I would reassure them that this unfortunate incident

would be over soon once we have had found them an alternative flight to get them to

their destination as soon as practically possible.” What I like about our answer, is you are you

are being positive throughout. You are saying, look, you know, I'm going to be positive.

I'm going to sort out this situation for them and I'm going to focus, not on the negative

aspect that I have missed their flight, but let's get them to their destination and be

positive about the situation. Now, if you'd like to download my full set of Airport Passenger

Service Agent, Interview Questions and Answers, you can CLICK THAT LINK in the video where

it's just appeared. It will take you through to my website PassMyInterview.com. There are

more questions on there I want you to prepare for. You can download my guide as well if

you want to, and that gives you the answers. These answers that I have provided you with,

and also a full set to every question that I believe could come up during this interview.

I hope you enjoyed it. If you have got any questions, put them in the comments section

below. Don't forget to SUBSCRIBE so you don't miss out and (please) hit the LIKE button.

Thank you very much. I wish you the best for posting your interview. You have a brilliant

day. Thank you!