Here we will discuss British Airways Interview Questions.
We all know interviews are stressful and competition is intense.
However, with a small amount of preparation you can ace the British Airways Interview.
First, we will discuss General British Airways Interview Questions and Answers but you can jump ahead by role.
British Airways Interview and Answers
What can you tell us about British Airways?
About British Airways
- British Airways (BA) is the largest airline in Britain by fleet size.
- In 2011, BA merged with Iberia airlines of Spain.
- The parent company is called International Airlines Group.
- BA is listed on the FTSE stock exchange as IAG.
- BA is a member of Oneworld Alliance which includes American Airlines, Cathay Pacific, and Qantas.
History
- BA was created in 1974 after a British Airways Board was established by the British government to manage the two nationalized airline corporations, British Overseas Airways Corporation and British European Airways, and two regional airlines, Cambrian Airways from Cardiff, and Northeast Airlines from Newcastle upon Tyne.
- The airline was privatized (no longer run by the government) in 1974.
- BA was famous for flying the Concord and the last flight was in October 2003.
Today
- Around 123,000 customers fly with BA every day.
- The carrier flies to more than 200 destinations in 75 countries across the globe.
- A British Airways aircraft takes off from somewhere in the world, every 90 seconds.
- British Airways has a fleet of more than 280 aircraft, including the A380 and 787.
- The airline has the best punctuality record on flights departing from London of all the large short-haul carriers in the UK.
- British Airways will celebrate its 100th anniversary on 25 August 2019.
Why do you want to work for British Airways?
- I feel British Airways cares for its customers, goes the extra mile and offers a level of customer service that other airlines do not offer.
- Mention you feel you would be proud to work for a company that sponsors Flying Start. Flying Start is British Airways’ global charity partnership with Comic Relief UK. The aim is to raise money to help children living incredibly tough lives in the UK and around the world.
Where do you see yourself in five years?
- If you don’t know what to say have a look at other BA jobs and find a position you can see yourself doing in five years.
What is your greatest strength?
- The best way to respond to this question is to describe the skills and experience that directly correlate with the job you are applying for. With this in mind, review the job description and reassure the interviewer that you have the experience and skills to do the job.
What is your greatest weakness?
If you lack a skill required for the job then state that as your greatest weakness. However, tell the interviewer how you are overcoming that weakness.
For example, customer service representatives, pilots, and flight attendants all need to speak in public.
So when asked this question state
- Public speaking is my greatest weakness. However, I am overcoming this by enrolling in a Toastmasters class.
British Airways Assessment Day Interview Questions
First Stage Height Measurement
- Measure your height and make sure you can reach the door handle.
- Sit in a jump seat and fasten a seat belt to make sure you are the right size.
Second Stage Role Play
- Read a card to see how well you speak
- Role Play which is a customer service scenario
Third Stage Final Interview
- Can you give an example of how you exceeded customers’ expectations?
- What sets BA apart from other airlines?
- How would you work with a difficult colleague?
What to wear
- Don’t be afraid to dress the part during the assessment. For example, wear your hair back and a black suit as a cabin crew would.
British Airways Customer Service Interview Questions
Let’s first revisit the job description and highlight the skills and experience required for the job.
Description
No two days are the same at British Airways. Working in a busy airport environment can be challenging, and unpredictable, but our focus is always on delivering excellent customer service and turning difficult situations into positive customer experiences.
As a Customer Service Representative, you will:
- Warmly welcome customers to the terminal
- Be available and approachable for customers
- Share helpful information with customers.
- Listen, and make things better when a customer’s issue or concern arises (skill required: listening skills)
- Do everything in your ability to give each customer a pleasant and safe journey
- Respond, with compassion, to special service requests (skill required: communication skills)
- Welcome premium customers to our airport lounges
- Assist customers at self-service machines and check-in desks
- Carefully and accurately ensure customer identities and boarding details are correct (skill required: attention to detail).
Who we’re looking for
Our customers are at the heart of everything we do.
Your ability to deliver exemplary customer service is therefore essential. That means adapting to changing working environments, being resilient in the face of difficulty and always delivering above and beyond for all our customers.
You’ll need to:
- Use your initiative: providing a personalised service that delights every customer.
- Be personable: helping others by understanding and empathising with their needs
- You must be calm, proactive and organised: ensuring any problems are resolved efficiently and with minimal inconvenience (skill required: works well under pressure, organizational skills).
- Be a natural communicator: with strong verbal and written skills, especially with strong attention to detail (skill required: attention to detail).
- Have essential IT skills, GCSE (or equivalent) Maths and English qualifications (experience: using a computer)
- Specific customer service experience is an advantage, but not essential. (Experience: customer service expérience)
- If you feel you’re right for a Customer Service Representative role at British Airways, apply for a role today.
Why do you want to work as a customer service agent?
- State you pay strong attention to detail.
- Mention you have excellent communication skills.
- Say you work well under pressure and have excellent organizational skills.
- Finally, state you have excellent listening skills which will help when resolving customer’s issues.
Why should we hire you as our customer service agent?
To be successful when answering this question you need to set yourself apart from the competition.
For example, if you have been a customer service agent for a different airline you will be ahead of the competition.
However, being a customer service agent at an airline is not necessary. What is important is the previous customer service experience you have you may have.
They also talk about essential IT skills which are very vague. One can only assume the agent helps with sales, assigned seating, and baggage so doesn’t be afraid to state you have no problem working a computer.
How would you deal with an upset customer?
- Listen and let the customer vent.
- Show the customer you care.
- Don’t blame the customer or the company.
- Try to solve the problem or find someone who can.
- Don’t make promises you can’t keep.
- Finally, one must not take it personally. If you get upset, you will take it out on future customers.
How do feel about working flexible hours?
- The more flexible you are with your hours the better your chances will be at getting the job.
Telephone Interview Questions
- Tip! Make sure you have found a quiet room to interview.
- If you have a telephone interview study the questions above and you will be fine.
How to dress for the Interview
- If the role you are interviewing is customer-facing then dress formally. If you are not facing customers then dress business casually.