17 Passenger Service Assistant Interview Questions and Answers

Working as a passenger service assistant (PSA) is a great way to get your foot in the door of the aviation industry. PSAs are responsible for assisting passengers with a variety of needs before, during, and after their flights. This can include anything from checking in passengers and baggage to providing information about the flight and the airport.

If you’re interested in working as a PSA, you’ll need to go through a job interview. This is your chance to show the interviewer that you have the customer service skills and knowledge of the aviation industry that they are looking for.

To help you prepare, we’ve put together a list of sample PSA interview questions and answers.

Are you comfortable working in a fast-paced environment?

Passenger service assistants often work in a fast-paced environment. Employers ask this question to make sure you are comfortable working under these conditions. In your answer, explain that you enjoy working in a busy environment and can keep up with the pace of the job.

Example: “I am very comfortable working in a fast-paced environment. I have worked as a server for several years now, so I am used to keeping up with orders and requests from customers. I also understand how important it is to get passengers their food quickly. If they don’t receive their order within five minutes, they may cancel it. This means we would need to remake the order, which takes time.”

What are some of the skills you have that make you a good passenger service assistant?

This question can help the interviewer determine if you have the skills and abilities to perform well in this role. When answering, it can be helpful to mention a few of your strongest skills that relate to this position.

Example: “I am highly organized and detail-oriented, which helps me keep track of all the information I need to record for each passenger. I also have excellent communication skills, so I can relay important messages to my coworkers or supervisors when needed. Another skill I have is problem-solving, as I like figuring out solutions to challenges or issues that may arise.”

How would you handle a situation where a passenger is being disrespectful or argumentative?

This question can help interviewers assess your conflict resolution skills and ability to remain calm under pressure. When answering, it can be helpful to provide an example of how you would respond in a similar situation.

Example: “I have had this experience before as a passenger service assistant, but I always try to remain calm when handling these situations. In my previous role, I was assisting with the boarding process for a flight when a man became upset because he couldn’t board his connecting flight on time. He began yelling at me and other members of the crew, so I calmly explained that we were doing everything we could to get him on the plane as soon as possible. After speaking with him, he apologized and boarded the plane.”

What is your experience with working with people who have disabilities?

This question can help the interviewer determine how you might interact with passengers who have special needs. Passenger service assistants often work with people of all ages and backgrounds, so it’s important to show that you’re comfortable interacting with a diverse group of people.

Example: “I’ve worked in customer service for five years now, and I’ve had the opportunity to interact with many different types of people. In my last role, I assisted customers over the phone while also helping them at the front desk. One of our clients was a wheelchair-bound man who would come into the office once a week to pay his bill. He always needed assistance getting around the building, so I learned how to assist him without making him feel uncomfortable.”

Provide an example of a time when you went above and beyond to help a passenger and describe how you handled the situation.

This question is a great way to show your interviewer that you are willing to help others and that you have the ability to think quickly on your feet. When answering this question, it can be helpful to describe a specific situation where you helped someone or solved a problem for them.

Example: “When I was working as a passenger service assistant at an airport, I noticed a woman who looked very nervous about her upcoming flight. She kept asking me questions about what she should expect when she got to her destination. After hearing her concerns several times, I realized that she had never flown before. I took her aside and explained how flying works and gave her some tips for being comfortable in the air. By the time she left the airport, she seemed much more confident.”

If a passenger needed to communicate with you but you were unable to understand them, how would you handle the situation?

This question can help the interviewer determine how you would respond to a challenging situation and whether you have any additional skills or training that could be beneficial for the position. In your answer, try to highlight your communication skills and ability to solve problems.

Example: “If I was unable to understand what a passenger was saying, I would ask them to write it down on a piece of paper so I could refer to it later. Then, I would find someone who speaks their language to translate for me. If no one else spoke their language, I would use my phone’s translator app to communicate with them.”

What would you do if you noticed another passenger looking distressed or upset?

This question can help the interviewer assess your customer service skills and ability to empathize with others. Use examples from past experiences where you helped someone in distress or assisted a fellow passenger who was upset.

Example: “If I noticed another passenger looking distressed, I would try my best to make them feel more comfortable. In my last job as a flight attendant, I once had a passenger who was nervous about flying. When he boarded the plane, I introduced myself and asked him if there was anything I could do for him. He told me that he was feeling anxious but appreciated my offer of assistance. We talked throughout the flight, and by the end, he felt much better.”

How well do you perform under pressure?

Passenger service assistants often work in high-stress environments. Employers ask this question to make sure you can handle the pressure of working with customers who are upset or angry. In your answer, explain how you stay calm and focused when things get hectic. Share a story about a time you worked under pressure and succeeded.

Example: “I thrive under pressure. I find that when there’s a lot going on around me, it helps me focus and perform my best. When I’m working as a passenger service assistant, I always try to be one step ahead of what needs to happen next. This way, if something unexpected happens, I have already thought through how I will respond.”

Do you have any experience working with luggage?

This question can help the interviewer determine if you have any experience working with luggage and how it may apply to this role. Passenger service assistants often work with luggage, so your answer should show that you understand what is involved in handling bags for customers.

Example: “I worked as a baggage handler at an airport for two years before I applied for this position. During my time there, I learned how to load and unload planes efficiently while also ensuring all passengers’ luggage was secure. This helped me develop skills like organization and attention to detail, which I think will be beneficial to this role.”

When working with a team of other support staff, how do you communicate and coordinate with them?

This question can help the interviewer understand how you work with others and your communication skills. Use examples from past experiences to highlight your teamwork abilities, ability to communicate clearly and ability to meet deadlines.

Example: “In my last role as a passenger service assistant, I worked alongside two other assistants who helped me check in passengers at the ticket counter. We communicated through hand signals so we could keep our voices low while still being able to relay important information to each other. For example, if one of us needed more tickets or change for a transaction, we would use specific gestures to let the other know what they needed. This allowed us to stay focused on helping customers without disrupting their experience.”

We want to ensure that all of our passengers have a positive experience. How would you define a positive experience?

This question can help an interviewer understand your customer service skills and how you define a positive experience. When answering this question, it can be helpful to give examples of what makes a passenger’s experience positive.

Example: “A positive experience is when the passengers feel safe and comfortable during their trip. I would make sure they have everything they need, like water or snacks, and that they are able to communicate with me if there is anything else they want or need. If I could anticipate any needs before they arise, I would do my best to meet them.”

Describe your experience working with flight software and other technology used in the aviation industry.

The interviewer may ask this question to learn more about your experience with technology and how you use it in your daily work. Use examples from your previous job to describe the software or technology you used, how often you used it and what your responsibilities were when using it.

Example: “In my last position as a passenger service assistant, I worked with flight software that helped me track flights and communicate with pilots. The software also allowed me to monitor passengers’ check-in status and communicate with gate agents if there was an issue with any of their flights. I used the software every day to help ensure all passengers had a positive experience.”

What makes you stand out from other passenger service assistants?

Employers ask this question to learn more about your unique skills and abilities. They want to know what makes you a valuable employee, so they can decide whether or not you’re the right fit for their company. When answering this question, think of two or three things that make you stand out from other applicants. These could be specific skills or experiences that show how you would benefit the organization.

Example: “I have excellent customer service skills, which I developed through my previous job as a sales associate at a clothing store. This experience taught me how to interact with customers in a friendly way while also providing them with helpful information. It also helped me develop my ability to multitask, as I was responsible for helping customers find items, checking them out and handling returns.”

Which passenger service assistant positions have you held in the past?

This question can help the interviewer understand your career path and how you’ve progressed in your field. Your answer should include a list of positions you’ve held, along with what skills you developed in each position that helped prepare you for this role.

Example: “I started my career as a customer service representative at an electronics store. I learned how to interact with customers and resolve their issues while also providing excellent customer service. After two years, I moved into a passenger service assistant position where I could work directly with customers on the phone or in person. In this role, I learned more about interacting with people and resolving problems quickly. Now, I’m ready to take on a leadership role.”

What do you think is the most important skill for a passenger service assistant to have?

This question can help an interviewer determine if you have the skills and abilities to be successful in this role. When answering, it can be helpful to mention a skill that you feel is important for this position and also share why you think it’s important.

Example: “I believe the most important skill for a passenger service assistant to have is excellent customer service skills. This job requires us to interact with customers on a regular basis, so having good communication and interpersonal skills is essential. I am always looking for ways to improve my customer service skills, which is one of the reasons I took this course.”

How often have you handled disputes between passengers?

This question can help interviewers understand how you handle conflict and whether you have experience with it. When answering, consider the types of disputes you’ve encountered in your previous roles and what strategies you used to resolve them.

Example: “In my last role as a passenger service assistant, I had to deal with several disputes between passengers. One common dispute was over luggage space on the bus. In these situations, I would try to remain calm and listen to both sides of the story. Then, I would explain our company policy regarding luggage space and offer solutions for resolving the issue. For example, if one person wanted to store their bags under the bus but another person needed that space for their wheelchair, I would ask the first person if they could store their bags elsewhere until after the second person boarded.”

There is a passenger who needs help but they are not waiting at a designated assistance area. How would you approach the situation?

This question can help an interviewer understand how you would handle a challenging situation. Use your answer to highlight your problem-solving skills and ability to remain calm under pressure.

Example: “If I encountered this situation, I would first ask the passenger if they need assistance. If they say yes, I would offer my arm or hand to assist them in getting to their destination. If they decline my assistance, I would politely remind them of our company’s policy on assisting passengers who are in need of help. If they still refuse, I would document the incident in case it escalates.”