Sample interview questions: Describe a time when you had to assist a customer with resolving a ticketing issue while they were already at the airport.
Sample answer:
Dealing with a Ticketing Issue at the Airport
Scenario:
A customer, Ms. Smith, approached the ticketing counter at the airport in a state of distress. She explained that she had accidentally booked a flight on the wrong date and needed immediate assistance to resolve the issue.
Actions Taken:
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Active Listening and Empathy:
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I attentively listened to Ms. Smith’s concerns, empathized with her situation, and assured her that I would do my best to find a solution.
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Quick Review of Available Options:
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I swiftly checked the availability of flights on the correct date and informed Ms. Smith of the available options.
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Clear Explanation of Fees and Charges:
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I explained the applicable fees and charges associated with the date change, ensuring that Ms. Smith understood the financial implications.
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Revising the Ticket:
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With Ms. Smith’s consent, I processed the ticket revision, updating the flight date and confirming the changes with the airline.
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Keeping the Customer Informed:
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I kept Ms. Smith informed throughout the process, updating her on the status of her revised ticket and ensuring that she received the necessary documentation.
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Exploring Alternative Solutions:
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