Sample interview questions: How would you handle a situation where a customer’s flight is overbooked and they might not get a seat?
Sample answer:
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Maintain a calm and empathetic demeanor: Acknowledge the customer’s frustration and assure them that you are there to assist them.
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Explain the situation clearly: Inform the customer that the flight is overbooked and there is a possibility they may not receive a seat.
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Offer alternative solutions: Explore options such as rebooking on a later flight, alternative airlines, or ground transportation.
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Provide compensation: Offer compensation for the inconvenience, such as a voucher for future travel or a refund.
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Request their understanding: Explain that overbooking is sometimes necessary to accommodate no-shows and ensure flights depart on time.
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Be proactive: Contact the customer as soon as possible … Read full answer