star interview questions for flight attendants

First-time or anxious fliers may panic or get upset during takeoff, landing or in periods of turbulence. Flight attendants can make the experience less stressful through compassionate customer service. What to look for in an answer:

• Empathy with the passenger
• Positive ways to make the traveler feel more at ease
• Good customer service skills to address passenger concerns

Passengers who are unwilling to listen to flight attendants during the beginning and end of a flight put themselves and others at risk. The applicant should be able to remedy the situation without escalation. What to look for in an answer:

• Conflict management skills for calming down passengers
• Quick thinking during unexpected passenger confrontations
• Good judgment when considering how to address passenger noncompliance

The flight crew works in tight quarters for long hours, so you don’t want to bring in a flight attendant who can’t resolve interpersonal conflicts with other staff members. The applicant’s answer should display a willingness to compromise and understand the other person’s perspective.
What to look for in an answer:

• Conflict management with flight attendants, pilots, marshals and other in-flight personnel
• Willingness to compromise with in-flight staff during conflicts
• Ability to put themselves in the shoes of the rest of the flight crew

Flight attendants spend most of their time interacting with passengers and seeing to their needs. Travel is a stressful experience for many people, so good customer service skills can help passengers relax and feel better about the flight. Look for answers that show the applicant cares about helping other people.
What to look for in an answer:

• Creating a positive environment
• Improving passenger satisfaction
• Helping out when possible

Flight attendants have an important role in managing in-flight emergencies. Look for answers that show the applicant’s ability to keep a level head in challenging situations and display leadership skills.
What to look for in an answer:

• Calm and collected demeanor in in-flight emergencies
• Snap decision-making during flight crisis
• Ability to convey authority when directing passengers

Experienced flight attendants may have the same set route, but those lower in seniority typically end up in many locations that the airline flies. Look for people who can adapt quickly to unfamiliar environments and are familiar with cultures outside their home country.
What to look for in an answer:

• Flexibility in handling flight schedule changes, overnight hotel bookings and work availability
• Broad understanding and respect of different cultures
• Adaptability when handling basic tasks in foreign countries, such as ordering food or booking a hotel room

Passionate people have a way of improving the experience of everyone around them. An applicant with a love of flying or aircraft can be a great asset. Look for answers that get detailed about the interviewee’s favorite parts of the journey.
What to look for in an answer:

• Enthusiasm about planes and the flight process
• Excitement about the flight itself
• Passion for travel to other places

Flight Attendants are responsible for resolving problems that occur during the flight, so they should be ready to react quickly to properly deescalate certain situations. Asking this question gives you a better idea of their approach to these problems. You can also learn their strategy for quickly fixing the issue while also keeping all the other passengers safe and calm. Look for a candidate who provides a logical and reasonably fast response, as this tells you how quickly they can come up with creative solutions to complex problems.

Elements to look for in a candidate’s response include:

• Their ability to handle high-pressure and intense situations calmly and rationally
• Their strategy for handling upset or impolite passengers
• How strong their conflict resolution and communication skills are

Example of an effective answer: