17 Airline Ticket Agent Interview Questions and Answers

Air travel is a common way to get from one place to another, and airline ticket agents are the people who help passengers book their flights. They also help passengers with any other needs they may have, such as checking in for their flight or getting a refund for a canceled flight.

If you’re looking for a job as an airline ticket agent, you’ll likely need to go through a job interview. One way to prepare for this important meeting is to learn how to answer airline ticket agent interview questions before talking with an interviewer.

Employers look for airline ticket agents who are trustworthy, reliable, well organized, and able to solve problems. You’ll also need physical strength and stamina, as well as knowledge of the best ways to check in passengers and help them with their travel needs. A airline ticket agent interview is your chance to show that you’ve polished these skills to a shine. To help you get ready, we’ve listed airline ticket agent questions and answers that will help you figure out what you want to say during an interview.

Are you comfortable working in a fast-paced environment?

Working as an airline ticket agent can be a fast-paced job. Employers ask this question to make sure you are comfortable working in such an environment and that you have the skills necessary to succeed. In your answer, explain what makes you comfortable working in a fast-paced environment and how you plan on handling it if you’re not used to it.

Example: “I am very comfortable working in a fast-paced environment. I’ve worked in customer service for several years now, so I’m used to answering many questions at once and multitasking. When I first started my career, I was nervous about working in a fast-paced environment, but I quickly learned that I could handle it. Now, I actually prefer working in a fast-paced environment because I know I can get things done quickly.”

What are some of your strengths as an airline ticket agent?

Employers ask this question to learn more about your personality and how you would fit in with their team. When answering, it can be helpful to think of a few specific examples that relate to the job description or requirements.

Example: “I have excellent customer service skills, which I developed through my previous work experience as an assistant manager at a retail store. In this role, I learned how to help customers find what they were looking for while also helping them feel welcome. I am also very organized, which helps me stay on top of all of my tasks. This skill has helped me achieve high grades in school and complete assignments ahead of time.”

How would you handle a situation where a customer is angry and upset about their flight being delayed?

This question can help interviewers understand how you handle stressful situations and your ability to remain calm under pressure. In your answer, try to demonstrate that you are a problem solver who is willing to go the extra mile for customers.

Example: “I would first apologize to the customer for their inconvenience and explain why the delay occurred. I would then offer them a voucher for food or drinks while they wait for their flight. If the customer was traveling with children, I would also offer them a voucher for child care services so they could get some rest before their next flight.”

What is your experience with working with computer systems and ticketing software?

This question can help the interviewer determine your comfort level with using computer systems and software to complete tasks. Use examples from previous work experience or explain how you would learn new ticketing software if you haven’t used it before.

Example: “I have worked in customer service for five years, but I am still comfortable learning new software programs. In my last position as a retail sales associate, we switched to a new point-of-sale system that required us to use barcodes instead of cash registers. At first, I was nervous about learning the new system, but I quickly became familiar with it by asking questions and practicing on my own time.”

Provide an example of a time when you went above and beyond to help a customer.

This question can help the interviewer determine how you handle customer service challenges. Use examples from your previous experience that show you’re a team player and willing to go above and beyond for customers.

Example: “When I worked at my last job, we had a customer who was looking for a flight to visit family in another state. The customer didn’t have much money to spend on the ticket, so I searched for flights all over the country until I found one that would work within their budget. It took me some time, but I eventually found a flight that would get them where they needed to be without spending too much money.”

If a customer has questions about the best flight options for their trip, how would you help them decide?

This question can help the interviewer understand how you would use your knowledge of airline routes and schedules to assist customers. Use examples from past experiences where you helped a customer make an informed decision about their flight options.

Example: “I once had a customer who was looking for flights that were under $500, but they also wanted direct flights with layovers no longer than two hours. I used my computer program to search for all available flights within those parameters and found several options. The customer chose one flight that met all of their criteria, and I printed out the details so they could take it home and review before making a final decision.”

What would you do if you made a mistake while booking a customer’s flight?

This question is an opportunity to show your problem-solving skills and ability to learn from mistakes. When answering this question, it can be helpful to mention a specific time you made a mistake and how you fixed the situation.

Example: “I once booked a customer’s flight for the wrong day. I immediately called them to apologize and offered to rebook their flight at no additional cost. They were understanding of my mistake and appreciated that I was willing to fix the issue right away. I rescheduled their flight and followed up with them to make sure everything went smoothly. The customer was happy with the resolution and gave me positive feedback on our company website.”

How well do you understand the different airline policies and procedures?

This question can help the interviewer determine how familiar you are with airline policies and procedures. It can also show them whether or not you have a strong attention to detail. When answering this question, it can be helpful to mention specific instances where you used your knowledge of airline policies and procedures to help customers.

Example: “I’ve worked as an airport ticket agent for five years now, so I am very familiar with all of the different airline policies and procedures. In fact, I use my knowledge of these policies and procedures on a daily basis when helping customers. For example, if a customer is looking for a refund, I know that they must request it within 24 hours of purchasing their ticket. If they don’t do this, then they cannot receive a refund.”

Do you have experience working with a team of other airline ticket agents to help customers?

Working as an airline ticket agent can be a very social job. You’ll often work with other agents to help customers, so employers ask this question to make sure you’re comfortable working in a team setting. In your answer, explain how you enjoy collaborating with others and what makes you a good teammate.

Example: “I have worked with a team of other airline ticket agents before, and I find it helpful for helping customers. When one person doesn’t know the answer to a customer’s question, we all pitch in to try to solve their problem. This helps us learn from each other and gives us more experience working with customers.”

When a customer comes to the counter with a large amount of luggage, how do you make sure you help them efficiently?

The interviewer may ask you a question like this to assess your customer service skills and ability to multitask. Your answer should show that you can prioritize tasks, communicate with customers and work efficiently under pressure.

Example: “If a customer comes to the counter with a large amount of luggage, I first make sure they understand the airline’s policies regarding baggage weight and size. Then, I help them find the best flight option for their needs. For example, if they have more than two bags but are traveling alone, I recommend they book an extra seat so they don’t have to pay additional fees at the airport.”

We want to improve our customer service ratings. What ideas do you have to help us do this?

This question is a great way to see how the candidate thinks about their work and what they can bring to your company. It’s also an opportunity for you to learn more about their customer service experience, which may be different from working in an airline ticket office.

Example: “I think one of the best ways to improve customer service ratings is by making sure that all employees are friendly and helpful. I’ve worked with companies where this was the case, and it made a huge difference in the quality of our interactions with customers. Another thing we could do is make sure that there are no long lines at the counter. This will help us reduce wait times and give customers more time to interact with our agents.”

Describe your experience working with different types of software and ticketing systems.

The interviewer may ask this question to learn more about your experience with technology and how you adapt to new systems. Use examples from previous jobs to explain what software or ticketing system you used, the type of training you received and how well you performed in these situations.

Example: “In my last job as an airline ticket agent, I worked with three different types of software for customer service, sales and reservations. The company provided extensive training on all of these programs, including online tutorials and hands-on exercises. I found that I was able to quickly adapt to each program after receiving this training.”

What makes you an ideal candidate for this airline ticket agent position?

This question is an opportunity to show the interviewer that you have researched their company and are qualified for this role. Use your answer to highlight any skills, experience or personality traits that make you a good fit for this position.

Example: “I am passionate about customer service, which makes me an ideal candidate for this airline ticket agent position. I understand how important it is to provide customers with excellent service so they can enjoy their flight. In my previous role as a sales associate at a clothing store, I received positive reviews from customers who said I was always friendly and helpful when they needed assistance.”

Which airlines do you have experience working with?

This question can help the interviewer determine if you have experience working with their company. It can also show them how long you’ve been in your field and what companies you’ve worked for. When answering this question, list the airlines that you have experience working with and explain why you chose to work for those companies.

Example: “I have worked as an airline ticket agent for Delta Airlines for five years now. I started here because of my love for aviation and my desire to be a part of something bigger than myself. I enjoy being able to provide excellent customer service to people who are traveling. I also have some experience working for Southwest Airlines, where I learned more about budget-friendly travel.”

What do you think is the most important skill for an airline ticket agent to have?

This question is your opportunity to show the interviewer that you have the skills and abilities necessary for this role. You can answer by listing a skill, explaining what it means and giving an example of how you use it in your work.

Example: “The most important skill for an airline ticket agent is communication. I think it’s essential to be able to clearly explain complicated information to customers so they understand it. In my last job as an airport ticket agent, I had a customer who was traveling with her young son. She asked me about the best way to get from their destination city to their hotel without having to take public transportation. I explained our shuttle service and gave her some tips on navigating airports with children.”

How often do you see customers with questions about their flights?

This question can help the interviewer understand how you interact with customers and whether you have experience handling similar situations. Use your answer to highlight your customer service skills, ability to multitask and problem-solving abilities.

Example: “I’ve worked in this role for five years now, so I’ve seen a lot of different scenarios. One thing that’s common is when customers are unsure about their flights or want to make changes. Sometimes they’re not sure if they should change their flight or what the best option would be. Other times, they need assistance finding the right seats for their family members or pets. Another common scenario is when customers are looking for refunds on their tickets.”

There is a line of customers waiting to speak with you. How do you decide who to help first?

This question can help the interviewer understand how you prioritize tasks and manage your time. Your answer should show that you are organized, efficient and able to multitask.

Example: “I would first ask each customer what they need from me so I can make sure everyone is helped in a timely manner. If one person needs immediate assistance, such as if their flight is leaving soon, I would speak with them first. Otherwise, I would start at the beginning of the line and work my way through it until everyone has been helped.”