Flight attendant interview questions are important to review. These questions will help you figure out how to follow different safety rules and deal with passengers who are difficult.
This list of 15 common flight attendant interview questions and sample answers will help you get ready for your next flight attendant interview. It’s important to be ready for anything because these questions could be a mix of common and unique flight attendant interview questions.
Landing an interview for a purser position is an exciting milestone on your career path. As the chief flight attendant on board, pursers bear significant responsibilities related to customer service, safety, and administrative tasks. That’s why the interview process for this role can be rigorous. Employers want to be absolutely sure you have the skills and experience needed to take on a leadership position.
To help you put your best foot forward during the interview we’ve compiled a list of 30 commonly asked purser interview questions along with tips on how to craft winning responses. Read on to learn more about what to expect how to prepare, and how to demonstrate that you’re the right candidate for this critical inflight leadership role.
General Questions
What information can you provide about yourself?
This is your chance to give a quick overview of your background, qualifications, and passion for the purser role. Focus on highlights from your education, training, and work experience that make you well-suited for this position.
What qualifies you to work as a purser?
Point to your years of experience as a flight attendant, any leadership roles you’ve held, and specialized training you’ve undertaken. Emphasize skills like communication, decision-making, and customer service.
What exactly does outstanding customer service entail for you?
Discuss how you go above and beyond basic requirements to ensure each passenger feels valued. Give examples of how you anticipate needs, resolve issues, and create memorable experiences.
What kind of workplace do you prefer?
Describe an environment that aligns with the fast-paced, team-oriented, service-focused nature of the role. Emphasize how you thrive under pressure and welcome challenges as opportunities to grow and improve.
What makes our airline different from others, in your opinion?
Research the airline’s brand, values, and service offerings. Highlight specific points of differentiation like route network, onboard products, loyalty programs, etc. This shows you’ve done your homework about the company.
Leadership Skills
How would you describe your leadership style and approach to managing the cabin crew?
This question is key because pursers need strong leadership abilities. Discuss how you lead by example, provide clear direction, delegate effectively, motivate crew members, and foster team collaboration.
What strategies do you use to boost crew morale and maintain harmony?
Morale is critical for inflight service and safety. Share tactics like recognizing achievements, being approachable, promoting open communication, and making work fun when possible. Demonstrate your people skills.
How do you ensure cabin crew members meet service standards and follow procedures?
Discuss oversight tactics like mentoring, monitoring performance, providing feedback, and conducting training. Emphasize using a supportive rather than punitive approach to improve compliance.
How have you handled underperforming crew members in past roles?
Give an example of how you worked constructively with an underperforming team member. Discuss how you set clear expectations, provided coaching, and helped them improve through positive reinforcement.
What qualities and skills do you believe are most important for a purser to possess? How have you demonstrated these qualities in your career?
This lets you highlight the top traits pursers need, like leadership, communication, and decision-making skills. Give examples of how you’ve exhibited these qualities previously.
Customer Service Expertise
How would you handle a difficult or disruptive passenger?
Provide an example of successfully diffusing a tense inflight situation. Emphasize listening, staying calm, being diplomatic, and maintaining control of the cabin. Focus on the safety of crew and passengers.
What steps would you take if a passenger reported lost or delayed baggage?
Discuss following airline protocol for baggage issues while expressing empathy and keeping the passenger updated. Note the importance of timely, proactive communication.
How would you manage passenger expectations during an inflight irregularity or delay?
Give examples like clearly explaining the situation, apologizing for inconvenience, providing updates, and thanking them for their patience. Focus on transparency and frequent communication.
What methods do you use to anticipate passenger needs and deliver personalized service?
Share small ways you identify passenger preferences, make them feel valued, and enhance their journey like addressing them by name, offering their preferred beverages, or presenting welcome-aboard gifts.
How would you resolve a complex complaint from a disgruntled passenger?
A step-by-step example works best here. Discuss listening attentively, expressing empathy, communicating next steps, following up after the flight, and reporting the issue. Stay solution-focused.
How have you worked to exceed passenger expectations in past roles? Can you provide examples?
This is a chance to share memorable stories of going the extra mile. Think of instances where you surpassed basics to surprise and delight passengers and create a positive experience.
Safety & Emergency Procedures
What do you consider the purser’s most important safety responsibilities?
Managing crew readiness through training and drills; enforcing compliance with protocols; leading the cabin during emergencies; and ensuring passenger safety above all.
Can you walk me through the actions you would take during an emergency evacuation?
Demonstrate in-depth knowledge of emergency protocols. Discuss assessing the situation, communicating with the flight deck, directing the evacuation, ensuring all passengers have exited, and providing post-evacuation details.
How do you ensure cabin crew members are current on emergency protocols and proficient in execution?
Highlight conducting training sessions, mock drills, and refresher courses. Discuss monitoring performance and providing additional coaching to crew members needing improvement.
How have you handled actual inflight emergencies in your career so far?
Briefly recap relevant experiences that showcase your emergency preparedness, crisis management skills, and calm under pressure. Emphasize the safety of passengers and crew.
How would you respond if a crew member fails to follow safety protocols?
Acknowledge the gravity of non-compliance. Discuss retraining on the specific protocol, closely monitoring future performance, and imposing disciplinary action if issues persist per company policy.
How do you maintain passenger calm and cooperation during emergency situations?
Share tips like remaining composed, speaking clearly, providing concise instructions, answering questions briefly, and exuding confidence in your training and preparation.
Administrative & Financial Responsibilities
What experience do you have handling administrative paperwork, logs, and documentation?
Give examples of processes and systems you’ve used to accurately track flight details, passenger information, supplies, maintenance issues, expenses, crew schedules, and other operational data.
How do you ensure meticulous management of onboard sales inventory, cash, and financial transactions?
Share previous experience with proper handling of money, inventory control, reducing waste/loss, documentation, auditing, and other financial oversight procedures you’ve followed.
What strategies and tools do you utilize for organizing information and schedules efficiently as a purser?
Discuss your personal organization system, use of productivity tools, attention to detail, time management skills, and ability to juggle multiple tasks without dropping the ball.
How do you ensure timely, clear communication with ground operations teams?
Emphasize proactive communication at all stages, from pre-flight to post-flight. Discuss coordinating and sharing essential information to enable smooth operations.
What experience do you have using purser-specific systems and software programs?
Detail your level of proficiency with relevant airline tools for tasks like manifests, flight planning, inventory, and passenger data. List any training you’ve received.
How do you balance administrative duties with your inflight service and leadership responsibilities?
Acknowledge the need for multitasking and time management skills. Share how you prioritize tasks, delegate when possible, and remain organized to fulfill all your responsibilities as purser.
By understanding the types of questions you’re likely to encounter, practicing your responses, and committing relevant stories and anecdotes to memory, you’ll feel well-prepared walking into your purser interview. Be sure to maintain confidence, poise, and a positive attitude throughout the conversation. Demonstrate your passion for service, safety, and leadership. With thorough preparation and a genuine desire to succeed in this role, you have what it takes to impress hiring managers and land the purser job. Good luck!
10 additional flight attendant interview questions for employers
- What would you do if a passenger was making a noise or being disruptive on the plane?
- Could you describe the steps you would take in case of an emergency and the need to evacuate?
- How do you make sure that everyone on a flight is safe and secure?
- Describe the steps you would take to make sure the plane is safe before it takes off.
- How would you handle a medical emergency on board and make sure that the rest of the crew and medical staff on the ground knew what to do?
- What steps would you take to make sure that you can talk to and work with the flight deck crew during different parts of the flight?
- What do you do when a customer complains or something goes wrong during a flight?
- Describe the steps you would take to serve passengers food and drinks, taking into account their dietary needs and any other requests they may have.
- How do you deal with cultural differences and give great customer service to people from all walks of life?
- Could you explain what you would do if the cabin pressure suddenly changed or if there were any other emergencies during the flight?
15 flight attendant interview questions and example answers
An important part of the interview process is getting ready for the flight attendant interview questions before you get there. Some will be the common questions that are standard in most interviews. However, others will be specific personality questions, flight attendant behavioral questions, or questions related to the airline.
Be ready to answer all possible questions. To help, read through the following example questions with possible answers to help you prepare:
- Because you really want to be a flight attendant, you should be able to answer this question. Give reasons that are genuine and relevant to the role. When you answer, make sure your reasons show that you know what the job entails. Since the first time I flew in an airplane, I’ve loved the experience. I love meeting new people and helping others stay comfortable. I believe this job gives me a chance to focus my interests in a good way. ” .
- How much do you know about what a flight attendant does? Take the time to learn ahead of time, and be ready to give them a short list of what a flight attendant does every day. Make sure you know everything you can about the role before they ask you this question. Example Answer: “I know that flight attendants have to give safety instructions and give great service to passengers.” Flight attendants must work with the rest of the crew to make sure the flight is safe and be ready to take charge if something goes wrong. ” .
- Did you learn anything about our airline? Do it again. Airlines will look for people who can best represent the business. If you know something about the airline, that will show that you put in some work, which is nice. In this case, your answer should be about the company itself. For instance, quote their mission statement and talk about how it fits with your own values and goals. Yes, I know that Delta is a world leader in air travel because they serve 242 airports in 52 countries. Also, I know that Delta’s goal is to connect people and make the world a better place. Those values are in line with my own goal to grow and develop through relationships and travel. ” .
- What do you think will be the hardest thing about the job? Your answer should show that you’ve thought about all of your responsibilities. You could look at the job description or think back to hard situations you’ve been in the past. To begin, it is helpful to talk about a difficult customer who is in a tough spot. “I think the hardest thing for a flight attendant is probably finding the right balance between safety and comfort.” If a passenger is freaking out, it’s important to keep them and everyone else calm until a solution is found. ” Eventually, you will get some behavioral questions. These questions about your past will show how you work and who you are. Be honest and highlight the growth your experiences provided.
- Share a story about a tough customer you had to deal with. What did you do to solve the problem? Think back to a time when you dealt with a difficult customer at work and describe how you did it. Your answer should show that you can be professional while staying calm and logical. “When I was a camp counselor, I had to deal with a parent who was mad that their kid couldn’t go on a field trip that was coming up.” I had to tell them that their child had recently behaved badly in one of our games. The parent came to agree with my choice after I told them what had happened and why the consequences were necessary. ” .
- Tell me about a time when you had to handle an emergency at work. The interviewer wants to know how you handle stress in this question. Even though it doesn’t happen often, plane emergencies can happen, and you won’t have a lot of help or resources available. Show that you can keep your cool and plan your answer. Answer Example: “A customer of mine had a heart attack once at work.” I called 911 right away and then started giving CPR, which I am trained to do. After that, I gave the police and my boss a detailed report. “You will also be asked questions that are specific to your job as a flight attendant. They will want to see how you react. If you aren’t sure what you would do, don’t worry. Make the best guess you can, and remember that you will be taught how to deal with all kinds of situations.
- How would you deal with a scared passenger who wants the plane to land right away? Unless the situation is really bad, it wouldn’t make sense to land the plane for every nervous passenger. Your answer should show that you know this and are doing what you need to do to figure out what’s going on. As an example, I would first try to figure out why the passenger is so scared. I would tell them I was listening and ask them what was wrong. I would call the flight crew if their reason was important. But if they couldn’t give a good reason for an emergency landing, I would try to make the passenger more comfortable. ” .
- How would you handle two passengers arguing about where to sit? Making people sit in small spaces for a long time is a surefire way to get them to fight. As a flight attendant, it will be your job to calm things down. Let your answer reveal your diplomatic and conflict resolution skills. “If two people were arguing about their seats, I would find out what their reservations were and then ask them both what the problem was.” If they didn’t like sitting next to each other and there was an open seat, I might offer to move one of them. If not, I would ask both of them what I could do to help them make things better. ” .
- How would you handle a medical emergency in the middle of the flight? You may have to deal with one at some point. Questions like this are meant to help people understand what to do in this situation. When there is a medical emergency during a flight, I make sure to stay calm and collected so that I can be a source of confidence and comfort for both the person who needs help and the other people on board. I would look at the situation right away and ask the passenger how they were doing. As soon as I heard about the medical emergency, I would let the flight crew know and give them all the information the passenger gave me about their condition. If the situation calls for it, I would ask any medical professionals on board for help. Then I would follow the set procedures given to me by the airline and trained medical staff.
- What would you do if a child passenger was traveling alone? It’s common for kids to travel alone, especially during the holidays. As flight attendants, it’s our job to keep the child safe and on the right track while they’re on the plane. Example Answer: First, I would make sure the child is traveling alone and check their travel documents to make sure they are registered and allowed to do so. Then I would make sure they are comfortable by making the room feel warm and friendly. In order to make sure they know what’s going on, I will give them a clear explanation of the flight procedure and let them know what to expect during takeoff. As the flight goes on, I’ll check on the child to make sure they are still happy and have everything they need. Once the flight is over, I will work with staff on the ground to make sure the child has a smooth transition and has all the help they need to make it to their next flight and get to their parent or family member.
- Many interviewers will ask, “How do you feel about flying?” This is because if you get the job, you will be flying all the time. Be sure you are honest when answering this question. Question Answer: I love flying and think it’s a unique experience. I understand that some people are nervous or scared about flying, which is why it’s important for flight attendants to reassure and help these passengers. I think that having good feelings about flying and enjoying it can help calm people down who are afraid.
- This question is usually asked to get a better idea of who you are as a worker. What is your work style? The interviewer also wants to know if the way you work will fit with how their company does things. One way to describe my work style is as organized, flexible, and customer-focused. It’s important to be organized and ready to make sure that all of your duties and tasks are taken care of before the flight. This includes adhering to safety protocols and following established procedures. Being flexible is important for people who work in the aviation industry because flights can change or be canceled at any time. It’s always important to be able to change your mind.
- If you want to be a flight attendant, you will have to work with other people all the time. How do you handle that? Your answer should highlight your collaboration, teamwork, and communication skills. Example Answer: I work well with others. I believe that when people work together, they should be able to talk to each other well and honestly. I will also show empathy and respect to all of my coworkers and work to make the workplace welcoming and helpful for everyone.
- Please tell me about a time you had to direct someone. Explain your process. People in an airport may sometimes ask you where to go because they think you know where everything is. It’s likely that you spend more time in airports than they do. Your answer should show how much you know about airports and how you can help these people by actively listening. Example Answer: First, I listen to the passengers’ concerns and figure out where they want to go. I give clear, concise directions and try to use landmarks, street names, or other visual aids to help people follow them.
- Tell me about a time when working with other people was hard for you. What happened? How did you solve the problem? This question is meant to find out how well you can handle conflicts. Make sure to stress these skills and how you plan to deal with a difficult coworker. Example Answer: If I have to deal with a difficult coworker, I will start a conversation with them in a polite and calm way. I will talk about my worries about how our different ways of working are affecting our ability to work together or be efficient. Besides that, I will also make sure I listen to their concerns. I make sure that during the discussion we find areas where our goals are similar and understand how important it is to work together. It’s important to me to get along well with my coworkers so that we can all work together in a supportive environment.
It doesn’t matter what the question is; you should always remember what a flight attendant does and include that in your answer. Your goal is to show that you have the skills and experience to do well in this one-of-a-kind job.
Purser interview questions
FAQ
What is the role of a purser?
What is the star method for flight attendants?
What is the difference between cabin crew and purser?
What does a purser do on a commercial flight?
Every commercial flight will have a purser as part of the cabin crew team. Some airlines may use a different name, but the purser is essentially in charge of the cabin crew. They also take responsibility for cabin safety, passenger experience, and much of the flight paperwork.
How do you become a purser on a plane?
Pursers will often rise through cabin crew and will always be fully trained and qualified flight attendants. To qualify as a purser, each airline has different policies. Usually, one must be a crew member for five to ten years before applying to become a purser.
What questions do interviewers ask a porter?
Interviewers ask this question to gauge your understanding of proper lifting and moving techniques, as well as whether you prioritize safety in your work. They want to be confident that you can perform the duties of a porter while minimizing the risk of accidents and maintaining a safe working environment.
How long does a crew member have to be a purser?
Usually, one must be a crew member for five to ten years before applying to become a purser. Notably, the purser may not always be the seniormost crew member onboard, with Customer Service Directors or Inflight Service Managers being the authority on all matters, also known as a chief purser.
