Interview question

Have you ever had to deal with a difficult client? How did you do so?

Interview answer

S - Once, on a flight from Milan to Paris we had a father sitting with his son (14 y.o.) at the emergency exit raw. According to the policy of the airline where I worked, only people from 16 years old and above are allowed to sit there. My colleague who was in the middle of the cabin tried to explain to the passenger why he couldn't stay here, but he got angry and refuse to change his sit.

T - This issue had to be solved quickly to be able to depart on time.

A - I saw that my colleague has an issue so came to help. I tried to explain the policy and regulations to the passenger. Apologised of this mistake of the system that has put his son to this raw and offered them the seats in the first raw, where is also more space for legs (previously I asked passengers seating there if they are fine with seating in the emergency exit raw).

R - In the end passenger thank yo me for a few times for the explanation and for help.

Interview Tips

Here you need to remember one of the challenging situations that happened to you at work, or previous occupation ( Important here: if you were already working as a Flight Attendant it is better to bring examples from the times you worked on board).
The best way to reply to « tell me about the time… » question is using the STAR method.

Listen carefully to the question and try to think of an event or situation.

S - Situation ( describe the situation or an event that happened to you);
T - Task ( describe the task that had to be completed );
A - Action (describe an action completed by you in order to resolve an issue);
R - Result (finish your answer with the result achieved);

The STAR method give you a guaranty of present structure in your answer, and will include the information the interviewer is looking for.

Questions for
Cabin Crew
Airlines - For Cabin Crew

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