Jessica Bond - How To Become Cabin Crew
Jessica Bond - How To Become Cabin Crew
Jessica Bond - How To Become Cabin Crew
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How to Become
Cabin Crew
www.How2Become.com
Orders: Please contact How2become Ltd, Suite 14, 50
Churchill Square Business Centre, Kings Hill, Kent ME19
4YU.
ISBN: 9781909229020
Updated 2017
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Copyright © 2017 Jessica Bond.
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copyright law, no part of this publication may be reproduced
or transmitted in any form or by any means, electronic or
mechanical, including photocopying, recording, or any
information, storage or retrieval system, without permission
in writing from the publisher or under licence from the
Copyright Licensing Agency Limited. Further details of
such licenses (for reprographic reproduction) may be
obtained from the Copyright Licensing Agency Ltd, Saffron
House, 6-10 Kirby Street, London EC1N 8TS.
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acting, or refraining from action, as a result of the material
in this publication can be accepted by How2Become Ltd.
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The information within this guide does not represent the
views of any third-party service or organisation.
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Contents
Introduction7
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The Cabin Crew Interview
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Airline Contact Details 121
Welcome to your new guide, How to Become Cabin Crew. You will
find this guide to be an invaluable resource on your journey towards
a career with any of the worldwide airlines.
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The guide itself has been divided up into useful sections to help you
prepare effectively. To begin with, we will provide you with details
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about the cabin crew role itself. This is extremely important, so
please don’t miss out this section.
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Once we have covered this information, we will provide you with
advice and guidance on how to pass each element of the selection
process, including the interview.
If you need any further assistance with the selection process, please
visit our award-winning website for more resources:
www.How2Become.com
For example, for the majority of the time as a cabin crew, you will
be living out of a suitcase and working long hours. You will also
find that you’re away from loved ones for extended periods of time,
depending on the airline you work for.
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Are you prepared to be away from your partner, friends, and family
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weekend after weekend? Are you happy to work unsociable hours,
eating when you are supposed to be sleeping, and sleeping when
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you should be eating?
These are all things that you need to consider and be aware of
before applying. You’ll no doubt be asked about the undesirable
aspects of the job during the selection interview. Therefore, you
need to plan how you’re going to convince the panel that they are
not a problem for you.
Within this guide, I will show you exactly how to do this, as well as
how to answer all the interview questions in a positive and confident
manner.
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by looking at information such as salary, maximum working hours,
employee perks etc.– all this will vary between airlines.
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Our advice would be to avoid rushing towards the first airline you see
hiring. No matter how much you want to be a cabin crew member,
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taking a job with an airline involves committing your future to them
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– you don’t want to do this with an employer that would eventually
prove to be unsuitable. You need to make a decision that you are
happy and comfortable with all things considered.
Once you have answered these questions honestly, you will begin
to realise the type of airline you should approach.
the world, see different countries, meet new and exciting people,
and not have a boring 9 to 5 job like the rest of us, no? If these are
your reasons for wanting to become a cabin crew member, then you
have chosen the right career.
However, when you are preparing for the selection process you
may need to change your attitude to what the career of a cabin
crew member is all about. We will cover this in more detail later, but
you need to realise that each airline is a business, solely interested
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in providing a high level of customer service to everyone who flies
with them. If they provide an excellent level of service, then people
are more likely to fly with them again.
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This is where you come in! Have you ever flown with a particular
airline and had a bad experience with the customer service? If you
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have, would you fly with them again?
For instance, you may be looking to join an airline where you can
travel and spend weeks away from home. If this is so, then you
will be looking to apply to an airline where the long-haul travel
opportunities are more widely available.
Only you and you alone will know what you want to get out of the
job. It is important that you sit down and write out the things you
hope to get out of the job on a piece of paper. Once you have done
this, you can then start to look at the different types of airline that
are most suited to your own personal needs.
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Another important question, and one you should take seriously.
Many cabin crew members enjoy being away from home for weeks
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at a time and are constantly on the lookout for long haul flight
opportunities. Take a look at your own personal circumstances. Do
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you have a partner? How would he/she feel about you being away
If you are in the position that you have no ties or commitments, then
your choice of work and airline will be an easy one. You would find
it easier to relocate closer to an airport, if required, without those
ties holding you back.
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such as British Airways or Virgin. Whichever one you decide to
apply for, you will need to spend time studying all there is to know
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about that particular airline. You are almost guaranteed to be asked
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the question – ‘Why do you want to join our airline?’
Within our ‘useful contacts’ section, we have provided a list of all the
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UK and International airlines’ contact details, including their website
addresses. When deciding which airline to apply for, spend a little
time visiting their website and you will begin to get a feel as to what
they are about.
CARING ATTITUDE?
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We advise that you look at each one carefully and write down, in the
spaces provided, a situation where you have recently demonstrated
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later point within the guide.7
each quality. Keep hold of the checklist as you will need this at a
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14 How to Become Cabin Crew
[ ] Dependable
[ ] Understanding
[ ] Caring
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[ ] Motivated
[ ] Enthusiastic 8 7
[ ] Confident
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[ ] Friendly
[ ] Resilient
[ ] Patient
[ ] Mature outlook
[ ] Organised
[ ] Effective listener
[ ] Good communicator
Introduction 15
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The recruitment staff want to see a person who is confident (but
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not overconfident), reliable, committed, and capable of dealing with
difficult situations under pressure.
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Therefore, the selection process has been designed to filter out
those who do not display such attributes. The panel wants to
choose the right people for their airline and their customers, which
is why we have already told you to learn as much as possible about
the one you want to join.
Stage 1
The application form.
Stage 2
Documentation check and written tests.
Stage 3
Presentation and team assessments.
Stage 4
Formal interview.
16 How to Become Cabin Crew
Each airline will vary slightly and it is important that you check the
process first before planning your own preparation.
However, most of them are the same in the fact that you must pass
each stage before progressing on to the next one. This means that
it is vital you give 100% preparation and commitment to each stage.
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be required to demonstrate that you can provide a level of customer
service that is commensurate with their own standards, and show
team environment.
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that you are dependable and will be able to work effectively in a
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Obviously, this is quite a tall order for anyone regardless of their
abilities, but if you plan each stage separately and break down each
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section into manageable portions, you will find it easier to handle.
Within this guide, we have broken down each of the selection areas
separately for ease of use. We recommend you use one section at
a time, as and when required.
Now let’s take a look at the role of cabin crew and why an
understanding of it is so important to helping you successfully pass
the selection process.
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The 8 7
Role of
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Cabin
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18 How to Become Cabin Crew
Members of cabin crew have two main roles in their job. These
are: ensuring the safety of all the passengers and delivering great
customer service.
Above all, however, the main focus of the role of cabin crew will
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always be on safety. A serious decision to evacuate the aircraft
will always rest with the cockpit crew, but the cabin crew have the
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responsibility to oversee the evacuation and make sure that this is
correctly carried out according to procedure.
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The key role of cabin crew remains exactly as it always has been,
and that is to keep the passengers safe. The cabin crew are obliged
to provide a safety briefing before the flight and to ensure that the
passengers pay attention to it. If an emergency situation arises, the
cabin crew are trained to help everyone leave the aircraft swiftly
and safely.
The cabin crew can make or break the reputation of an airline. They
must be well-presented, professional, and make a good impression
on passengers to encourage them to use the same airline again in
the future. Airline companies know that passengers who experience
bad customer service from cabin crew will change the airline they
use; it’s as simple as that.
This is why airline companies look for future cabin crew members
who go to the assessment and interview with their eyes open to
what the role of cabin crew is all about. They will want them to have
shown an interest in the airline they have applied to, by knowing
some history about the airline and where they fly to and from. They
The Role of Cabin Crew 19
must be people who work well in a group and that have a friendly,
confident and caring nature.
Before you attend the assessments and the interview it is vital that
you understand the role as well as the key qualities required to
carry out the role competently. Let’s take a look at a sample cabin
crew job description and person specification.
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customer service before, during, and after the flight. In addition to
this, they are responsible for the safety of themselves, the safety
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of the other crew members and most importantly, the safety of the
passengers. Cabin crew are trained to a very high standard to deal
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with emergency situations and to also administer first aid when
necessary.
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Cabin crew will carry out a number of pre-flight checks, which include
assessing all safety equipment and ensuring that the aisles and
safety routes are clear from obstructions. They will then welcome
on board the passengers and conduct a roll call once all luggage is
safely stored away and secured.
A Safety-Conscious Attitude
You will be responsible for the safety of the passengers, so you will
need to work in an organised and safe manner. You will also need
the ability to learn and retain substantial amounts of safety-related
information, procedures, and training. This is what airlines consider
to be the most important attribute.
Flexibility
Cabin crew need to be very flexible in order to meet the demands
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and expectations of the role. Although you will receive your flying
roster a few weeks before your scheduled flights, it is important that
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your diary is kept free to meet it. You may also be required to be
delays, or cancellations.
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on standby and be available to fly at short notice to cover sickness,
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Calm Approach and Ability to Work Under Pressure
Despite the perceived glamour of the role, cabin crews work in
extremely pressurised situations – and we’re not talking about the
altitude! Indeed, passengers can sometimes be very difficult to deal
with, and you will need to maintain a calm demeanour at all times.
You will need the ability to deal with complaints effectively while
delivering key elements of the role at the same time.
Teamwork Skills
Cabin crew very rarely work with the same people each day. You will
find that you work with a large amount of different people during your
career, as cabin crew teams vary one day to the next. Therefore,
you must have the ability to work with everyone, regardless of their
gender, background, age, sexual orientation or religious beliefs.
Pride in Appearance
It goes without saying, but you must be capable of looking after
yourself and taking a pride in your appearance. Some airlines will
place more emphasis on this attribute than others.
The Role of Cabin Crew 21
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Air cabin crew staff must have exceptional customer service skills.
The competition within the airline industry is extremely fierce, so
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each airline is competing for every passenger. Of course, one of
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the most important elements of customer satisfaction is the level of
service a passenger receives from the airline cabin crew staff. If an
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airline can get this part right, passengers will not only come back to
them in the future, they will also recommend them to other would be
passengers. Therefore, when recruiting, airlines will place special
emphasis on this attribute.
Organisational Skills
Cabin crew staff must be organised both in their personal lives and
their work lives. You will need to keep a diary to make sure you
are available to meet your flying roster and you will also have to
work in an organised manner before, during, and after the flight.
You will have checklists to follow pre-flight and you will have certain
procedures to follow during the flight. Being organised is all part and
parcel of being a competent cabin crew member; it’s the whole job,
basically.
Numerical Competence
Cabin crew need to be competent in the use of basic arithmetic.
During the flight you will need to work with money when selling
duty free goods and refreshments. You will also need to have an
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•
Cockpit crew;
Passengers;
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• Other cabin crew team members;
Let’s now take a look at ten crucial tips that are designed to help
you prepare fully for the selection process.
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The8Top
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Insider
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Advice
26 How to Become Cabin Crew
In this section of the guide, we will provide you with ten important tips
that will help guide your preparation to pass the selection process.
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Try to think of an occasion when somebody has annoyed you. How
did you react? Do you have the ability to stay calm in a situation
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where someone is angry or upset?
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confrontational person, but it is your ability to defuse these situations
that will set you apart from the rest of the candidates.
This is why it is so important that you take your time when answering
customer service-related questions in the application form – they
will be make or break for you.
Even if you have very little experience with customer service, you
can still make a good impression in this area by discussing its huge
The Top 10 Insider Tips and Advice 27
value to an airline.
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are applying to join.
Also, if you decide that you want to apply for several airlines all
in one go, you might not be able to give each application the
preparation it deserves.
The mistake too many people make is that they focus their efforts
on just ‘becoming a cabin crew member’, when they should really
be focusing their efforts on ‘becoming a cabin crew member with x
airline.’
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There are a whole host of reasons why people complain during
a flight, but the fact is you need to know how to deal with them
in.
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effectively and efficiently, no matter what state of mind you may be
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So, try to imagine being on your way to the airport for a scheduled
flight when your car breaks down. Eventually, roadside assistance
arrives and your car is repaired, but already you are late for work.
Eventually, however, you arrive and board the flight ready to
commence your duties.
Again, it is your ability to perform in situations like these that will set
you apart from the rest of the candidates.
Such a true statement and one that you should keep at the forefront
of your mind at all times during the selection process.
The Top 10 Insider Tips and Advice 29
When you walk down the high street of your local town, you will
see people from different walks of life. For right or for wrong, we all
form opinions of people without even talking to them, just by judging
them on their appearance and what clothes they are wearing.
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So, it is only natural the interview panel will form an opinion of you
as soon as they see you. In anticipation of this, you will need to
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work to create the right impression immediately.
Whilst you will probably have a good idea on what to wear and how
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to present yourself, you should still take the time to re-assess your
appearance prior to interview.
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Tip 6 – Create an Effective Introduction
During the actual group interview day, you will be required to
introduce yourself to the rest of the candidates and the selection
staff.
So, it is important that you write down and practise your introduction
beforehand. Try standing up and performing your prepared
introduction in front of your friends or relatives, and you will see
30 How to Become Cabin Crew
how difficult it can be. However, the more times you practise it, the
better you will become at putting yourself across in a positive and
confident manner.
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“Working as part of a group towards a shared goal. In order to
achieve this goal, different members of the team take on different
roles.”
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So, when you are cabin crew member, it is vital that you can
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contribute as an effective team member. The common goal in mind
is of course providing excellent customer service while ensuring the
safety of everyone on board.
If you are ever placed in an emergency situation, then you will need
to be able to work closely as a team to overcome any problems and
make sure that all safety precautions and procedures are followed.
• Are you able to create a rapport with any team you work with?
• Do you make an effort to mix with the team and do you involve
others?
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This is no different to any other interview that you attend. The first
and most important topic to research is the company and the role
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you are applying for.
There are a number of places that you can find relevant information
about the airline you are applying for which I will discuss later on in
the guide.
Now try to imagine what it must be like for those people who apply
for 4 or 5 airlines at a time. Can they give sufficient preparation time
to each one? Probably not.
Within the ‘Interview’ chapter of the guide, I have provided you with
a template that contains all of the areas you should research. Make
sure you do so thoroughly. Remember – knowledge is power and
confidence!
Imagine being told the type of questions that you will be asked prior
to going into your interview. Now stop imagining – I am going to do
just that for you!
32 How to Become Cabin Crew
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This will involve quite a lot of work but it will help you to get in the
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right frame of mind for the interview.
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friend or relative. Get them to ask you various interview questions
and spend time practising the answers.
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Try to choose someone who will give you constructive feedback as
opposed to someone who will only tell you what you want to hear.
‘If you always do what you’ve always done - you’ll always get
what you’ve always got!’
• What can you do next time to improve? Did you ask for
feedback?
If you want something enough, then you can eventually get it.
Sometimes it takes people years to get where they want to be. But
want.
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by staying focused, motivated and driven, you can be what you
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Now let’s take a look at the application form and how you can
complete it to ensure success.
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How to Complete
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the0Application
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Form
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Introduction
Each airline application form will vary slightly, but within this section
I have provided you with insider tips and advice on how to complete
it correctly.
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Before you complete the application form, READ all the sections,
advice, and guidance at least twice, to see what is required. For
example, at the top of the application form, or within the guidance
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notes, it may ask for a particular colour of ink. Having said that, the
vast majority of application forms nowadays have to be completed
online.
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It is surprising how many people fail to follow simple instructions
when completing the form. If you do not complete the application
form as requested, then this shows an inability to follow simple
instructions – an asset that is vital to the role of a cabin crew
member.
Tip 2 – Practise First
Make sure you print off the application form and practise first. You
are certain to make mistakes the first time round, so it is wise to
practise and write down your answers before completing your
submission for real.
The application form may also provide you with boxes in which to
complete your responses. Make sure you keep your answers within
these boxes, unless specifically instructed otherwise.
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proceeding stages, so make sure that you complete it honestly.
There have been cases where candidates put down a weight less
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than they actually are, in a hope that they will shed the extra pounds
in time for the next stage, only to find that they cannot achieve this.
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I advise you to be honest when completing all sections of the
application form. You may also be asked about tattoos and body
piercings. Most airlines will not accept visible tattoos and only one
earring per ear, but check first with the airline that you are applying
for.
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colleagues, and I always treat everybody as an individual.”
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around your own personal qualities and attributes. Don’t forget to
consider the following keywords in your response:
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KEY WORDS: Confident, enthusiastic, loyal, resilient, pride in my
appearance, customer skills, needs of others, patient, helping others,
considerate, team player, team environment, friendly and caring,
excellent communication skills, listen, valuable contributions,
supportive, capable of working under pressure, sense of humour,
organised, mature.
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Your customer service example is important and it could be the
difference between making or not making it through to the next
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stage. Make sure you take your time when preparing your response.
Again, take the time to construct your own, individual response but
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first read my example response:
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“Whilst working as a sales representative for my current
employer, I received a telephone call from an unhappy
customer. Whilst listening to his concerns, I could sense
that he was beginning to regret placing an order with
our company. Before talking to him about the situation,
I tried to realise how stressful it must be for him to be in
this situation. I tried to think about what I could do to
help reduce his worries and resolve the situation to his
satisfaction. I informed him that I fully understood his
concerns and I reassured him that I would do everything
possible to help him. As soon as I told him this I could sense
how thrilled he was to know that I would be helping him.
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with further examples, including responses.
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would benefit your application.”
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Some airlines require you to have a minimum of six months
experience in a customer-based environment. This can be any type
of customer experience, whether it be working in a shop, hotel,
restaurant, or even answering the phone to customers or clients.
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Prior to my current position, I worked as a customer
service representative, responsible for answering calls and
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dealing with queries and complaints about the service.
The best part of the job was having the ability to sort out
the customers’ problems in a satisfactory manner, making
them feel that the company genuinely cared about their
complaint or query.”
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Below I have provided a sample response to this type of question.
Take the time to read the response before using a blank sheet of
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paper to construct your own individual response. Remember to be
positive and enthusiastic in your reply.
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“Having applied for the position of cabin crew, you are
obviously interested in travel and people. What other
reasons do you have for applying?”
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“Why are you interested in working for this airline?”
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Remember the 'Top 10 Insider Tips and Advice', in particular Tip
8? – ‘Research the airline thoroughly’. This is one of the reasons
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why you need to follow Tip 8. The only way that you can effectively
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answer this question is to research the airline.
Areas that you should not include in your response relate to leave,
salary, uniform, subsidised travel and holidays etc.
Focus on the facts about the airline and try to demonstrate that
you have taken the time to look into the way it operates. Maybe
you have flown with them before and had a good experience as a
customer?
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improvements to check-in, baggage handling, on-board
seating allocation, airport lounges, and aircraft boarding.
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I believe it demonstrates a commitment to a continuing
high level of customer service, and I would like to be a part
of that team.
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Because the airline is continuously improving, it is likely
to mean there will be exciting and challenging times
ahead, which appeals to me. I have also been impressed by
the on-going development and training that is available
through specialist courses provided by the airline, which
would help me to maintain a high standard throughout
my career, if I am to be successful.
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Try to think of an example when you have had to work quickly under
pressure to prevent a situation from deteriorating. Make sure you
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give the reasons why you took that particular action and explain the
result. You may also wish to say, at the end of your response, what
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you learned from your experience.
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breaking the alarm call point located at the store room
exit. I walked calmly out of the store room, but noticed that
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all the customers were ignoring the alarm and continuing
to shop.
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I immediately shouted, in a calm but raised voice, for
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everyone to leave the shop, via the nearest stairway exit,
due to an incident. I re-emphasised the importance that
people should not use the lifts. People began to leave via
the stairway and I went over to the till area and called
the Fire Brigade before making my way out via the stairs.
The end result was that everybody was accounted for and
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there were no injuries. Also, the possibility of a major fire
was averted because the Fire Brigade were called quickly
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and were therefore able to deal with it before it got out
of hand.”
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“Describe one specific time during your working career
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when you had to convey an unpopular decision to an
individual or group. How did you approach that person
or group? How did you deal with the situation? Was the
situation resolved?”
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“Whilst working in my current position as a hotel
receptionist, I was confronted with a situation where our
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The guests arrived at the hotel at midday ready to check in
for the weekend. I commenced the checking- in procedure
and it was then that I realised the rooms had already been
taken. In addition to this problem, we were fully booked
and had no spare rooms to offer them as an alternative.
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I explained that we would refund their payment in full as
well as paying for the new hotel room, as compensation
for the inconvenience caused.
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They agreed to this and appeared to be happy with the
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level of service I was offering them. The situation was
eventually resolved after I had managed to find alternative
accommodation for the guests in the local area. The
following week, I followed up with a letter to both couples
further apologising and offering them a discounted rate
for any future visits. Since then, one of the couples has
returned to the hotel and used our services.”
This type of question serves one purpose – the opportunity for you
to sell yourself. The type of response you provide will be very much
dependant on your own experiences, personality and attributes.
If you are given the opportunity to supply additional information,
then you should do. Within your response, summarise your skills,
experience and attributes whilst reiterating the reasons why you
want to join their team.
50 How to Become Cabin Crew
Always make sure you end on a positive note! There now follows a
sample response to this type of question. Read the response before
using the template on the preceding page to design your own.
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“I have been working hard to research both the role that
I am applying for and the airline I have chosen to join. I
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have taken my application seriously and have studied the
qualities and attributes that are required of a competent
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cabin crew member and I believe I would be a valuable
asset to your team.
Introduction
For the majority of airlines, the assessment day will consist of the
following:
• Introduction;
• Written tests;
• Team assessments.
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The assessment day normally comes after the application form
stage. If you have progressed this far, well done! At the beginning
of the day, the airline recruitment staff will ask each candidate
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This is the first chance they will get to see you and what you are
about. It is your first opportunity to create a positive impact, so
you need to ensure you prepare your introduction in advance, and
rehearse it. Many candidates will not prepare an introduction or will
not be ready for it, so having one prepared beforehand is a good
thing.
The areas that you should try to cover during your introduction are
as follows: your name, where you live, your current or previous
occupation, interests, hobbies and ambitions, and what you have
achieved.
Your Introduction
Take a look at the following sample introduction.
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I am so happy to be here today, and to have been given the
opportunity of fulfilling a life-long dream of becoming a
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cabin crew member. I can’t wait to meet you all and look
forward to talking to so many great people, thanks.”
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This introduction is extremely effective. The introduction is positive
and, therefore, should be portrayed in this manner. He talks about
a charity event where he raised money for a worthy cause. He also
uses a small amount of humour which works very well.
Written Tests
The majority of airlines will ask you to sit a general knowledge test
and a mathematics test. These are usually multiple-choice in nature
and the pass mark is approximately 70%.
Make sure you check with the airline first to confirm which tests you
are required to sit.
Mathematics Test
The mathematics test includes basic forms of addition, subtraction,
multiplication and division.
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The most effective way to prepare for the mathematics test is to
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practice basic arithmetic questions.
change.
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mathematical sums during flights and when dealing with customers
GOOD LUCK.
The Assessment Day 55
The use of a calculator is not permitted during these tests and you
should not use one when attempting the following exercise. In each
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question a mathematical sum is given with one area missing. This
missing area is the one you must identify as the answer.
For example:
5 + 10 = 15 – ?
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Answer = 0
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Explanation: 5 + 10 = 15, so therefore 15 – 0 = 15.
56 How to Become Cabin Crew
1. 37 + ? = 95
Answer
2. 86 – ? = 32
Answer
3. ? – 104 = 210
Answer
4 5
4. 109 × ? = 218
Answer
8 7
Answer
0 5
5. 6 + 9 + 15 = 15 × ?
6. 34 + 13 – 4 = ? + 3
Answer
7. 35 ÷ ? = 10 + 7.5
Answer
8. 7 × ? = 28 × 3
Answer
9. 100 ÷ 4 = 67 – ?
Answer
10. 32 × 9 = 864 ÷ ?
Answer
The Assessment Day 57
Answer
12. 14 × 28 = ?
Answer
Answer
4 5
Answer
0 5
16. (8 ÷ 2) × 16 = 150 – ?
Answer
17. 87 – 1 = (45 – 2) × ?
Answer
Answer
19. (7 × 10) × 3 = ? × 6
Answer
Answer
58 How to Become Cabin Crew
Answers to Exercise 1
1. 58
2. 54
3. 314
6. 40
7. 2
8. 12
28 × 3 will give you 84; therefore 7 × 12 will also give you 84.
The Assessment Day 59
9. 42
10. 3
11. 11
12. 392
8 7
13. 4
0 5
14 × 28 will give you 392.
(4000 + 56) gives you 4056. Divide 4056 by the answer 1014
to get the answer 4.
14. 256
15. 5
2.5 × 3 will give you 7.5, then 37.5 divided by 5 will leave you
with 7.5
16. 86
17. 2
87 – 1 will give you 86. Then, 45 – 2 will give you 43. Multiply
43 by 2 to reach 86.
18. 8
19. 35
4 5
7 × 10 will give you 70 which when multiplied by 3 will give you
20. 2
8 7
210. Then 35 × 6 equals the same figure 210.
0 5
19 + 19 will give you 38 which, when divided by 19, will give
you 2. Then 2 × 2 will give you 4 which, when divided by 2, will
give you the answer 2.
The Assessment Day 61
Some airlines will ask you to sit a general knowledge test as part
of their selection process. The pass mark can vary but it is usually
around the 70% mark. It is advised that you check with the airline
that you are applying to join, to see whether they will require you to
sit this type of test.
The type and nature of the questions that you will be asked during
this test vary, however the general type of questions will be centred
areas:
8 7
During your preparation for these tests, try to look at the following
•
0 5
Currency and currency conversions;
• Countries;
Answer
Answer
4 5
3. In relation to time, what do the initials GMT stand for?
Answer
8 7
Answer 0 5
4. What is the currency of Egypt?
Answer
Answer
Answer
Answer
The Assessment Day 63
Answer
Answer
Answer
4 5
Answer
8 7
12. What are the names of the 2 terminals at London Gatwick?
0 5
13. Which motorway connects Stansted Airport to the M25
motorway?
Answer
Answer
Answer
64 How to Become Cabin Crew
1. Washington.
4. Egyptian Pound.
5. Baht.
6. South Africa.
4 5
7. Mount Everest.
8. 50.
8 7
0 5
9. 11 Downing Street.
15. 4.
The Assessment Day 65
4 5
all within a specific time frame. During the assessment, you will be
given a scenario to deal with and you’ll have to decide amongst
8 7
yourselves the most appropriate method of resolving the issue.
0 5
to get their views across. Many candidates will start talking over
the top of other people, but this is not the best way to approach
the assessment. This is where you will have the opportunity to
demonstrate you have the right qualities to work as part of a team
and come up with answers to problems. The solution or answer that
the team come up with doesn’t have to be the right one. However,
the panel are looking for you come up with a logical solution.
An Explanation
The number of candidates taking part in the team assessment will
vary from airline to airline, but to give you an idea, there are usually
about a dozen.
4 5
the assessment, you notice a person who is not getting involved or
saying anything, try to involve them. Ask them a question such as –
7
“What do you think we should do?”. You will receive positive marks
for involving others during the assessment.
8
0 5
Area Number 2 – Communication Skills
Use effective listening skills throughout the assessment, both
verbal and non-verbal. Make sure you listen to what other people
are saying and use facial expressions and actions to indicate that
you are doing so.
Don’t try to show off or gain points by doing things on your own.
Yes, come up with positive solutions, but involve the group and get
involved with them.
4 5
Throughout the assessment, have a positive body language. If you
are sat down, do not slouch. Instead, sit upright and be enthusiastic
7
about getting involved with the group. Be positive in your nature,
smile and laugh where appropriate.
8
0 5
Area Number 7 – Build on Ideas to Solve the Problem
If a member of the group offers a solution, try to build on it. Don’t
dismiss people’s ideas just because you don’t agree with them.
Look for ways to see if they will work.
Sample Assessments
On the following page I have provided a sample team assessment
exercise to help you prepare. Please note that airlines use a variety
of different scenarios and this is not the exact scenario that you will
be presented with on the day. It is provided as a practice aid only.
Team Briefing
4
Please indicate why you chose your selection:
5
appropriate choice of food and refreshments from the list below.
List of Options:
8 7
•
•
Roast dinner;
0 5
Fish and chips;
4
Area Number 3 – Positive Teamworking
5
8 7
5
Area Number 4 – Making Positive Contributions
0
Area Number 5 – Provide Positive Feedback
Team Briefing
The Chief Executive of the airline has asked your team to arrange
the entertainment at the forthcoming Christmas Party.
0 5
• A comedian – price £500;
4
Area Number 3 – Positive Teamworking
5
8 7
5
Area Number 4 – Making Positive Contributions
0
Area Number 5 – Provide Positive Feedback
Keep an eye on the clock. You will only have a set amount of time
0 5
to provide a solution.
Remember – you will score more points for involving others and
providing positive feedback than you will for ‘controlling’ the team
and talking over everybody.
4 5
The cabin crew selection panel are highly experienced in being able
to determine who are the right people for the job. Therefore, it is
8 7
vitally important that you prepare well for this stage. The interview
panel will normally consist of 2-3 people, with one person being a
0 5
senior member of the cabin crew training team for that particular
airline. There may also me a member of the human resources
department sitting on the panel to ensure the interview is conducted
in a fair manner.
In order to pass the interview, you will need to provide the selection
panel with evidence of where you meet the assessable qualities.
Although we will be covering the scoring criteria in the next section
of the guide, you need to have the word ‘EVIDENCE’ at the forefront
of your mind before you start your preparation.
•
5
Whether or not you meet the qualities discussed in the previous
section of this guide.
4
8 7
So, in order to prepare fully for the above assessable areas, you
need to direct your pre-interview preparation on the following key
areas:
Research
0 5
Research, in terms of the role you are applying for and the particular
airline you are hoping to join, is essential. During the interview, you
are likely to be asked questions relating to the following areas:
• The reasons for applying and why you want to join this
particular airline.
This is important because many applicants simply want to
become cabin crew and they do not care which airline it is with.
To ensure that you have a good reason for wanting to join their
airline. Keep this motto in mind:
Research Topic
4 5 Done?
8 7
Who are the senior airline executives and
the CEO?
0 5
What aircraft do they operate?
4 5
What is the airlines history and heritage?
8 7
0 5
Where is the airlines head office located?
5
When responding to situational interview questions it is strongly
recommended that you use the S.T.A.R method for constructing
4
your responses. Here’s an explanation of what it means:
8 7
When constructing your responses to the situational questions
within this guide, create them using the following format:
S – Situation
0 5
Start off by explaining what the situation was and who was involved.
T – Task
Now move on and tell the panel what the task was that you were
required to carry out or complete.
A – Action
Then tell the interview panel what action you took and also what
action other people took when trying to complete the task.
R – Result
Finish off by telling the panel what the result was following your
actions and the actions of the other people involved in the situation.
Always try to ensure that the result is a positive one!
4 5
This is a challenge simply because the demand for air traffic
7
is increasing and is set to continue. With more and more
people wanting to fly it is a challenge for airlines to meet
their targets.
8
0 5
2. The competition within the industry.
The competition is becoming fiercer with more airlines
offering flights at cheaper prices. Attracting and retaining
customers is getting harder. However, by offering excellent
customer services they are far more likely to return and use
the airline again in the future. This is how cabin crew can
help the airline meet this challenge.
Of course, the above 3 challenges are not the only ones facing
the airline industry, but they are a good starting point.
and also the qualities required to carry out the role competently.
It is important that you have these qualities and attributes and
be able to demonstrate them during the interview.
•
Flexibility;
• 8 7
Excellent team working skills;
• 0 5
Good communication skills;
• Team-working skills
The interview panel will most certainly want to hear evidence
of where you have worked effectively as part of a small team.
5
Cabin crew are required to work with other team members to
achieve a common goal. That goal is essentially to get the
4
passengers to their destination on time whilst ensuring their
8 7
safety and providing excellent customer service. Before you go
to the interview make sure that you are capable of providing
5
examples of where you have worked effectively as part of a
team. Here is a list of just some of the qualities required to work
0
as an effective team member:
• Good communicator;
• Understanding of others;
• Open to feedback.
82 How to Become Cabin Crew
Before you go to the cabin crew interview, you should learn and
understand the above list of teamworking qualities.
8 7
0 5
The Cabin Crew Interview 83
Question Number 1:
You will, most probably, have already answered this question when
completing the application form. If this is the case, have a look at
your application form response prior to the interview to make sure
you give an alternative answer and also that you do not contradict
yourself the second time around.
following elements:
4 5
When answering this question, concentrate on covering the
•
8 7
The main reason why – your ambition;
•
5
The positive aspects of the role – variety, flexibility, working with
others, etc;
0
• Helping others/customer care, etc.
Sample Response
7
• Working in a team environment;
8
5
• Providing a high standard of customer care.
0
The Cabin Crew Interview 85
Question Number 2:
Once again, you may have already answered this question during
the application form stage. If this is the case, remember to check
your answer first before attending the interview.
4 5
they want to know you have researched them thoroughly, and that
you are serious about wanting to join them. Many candidates apply
for many different airlines just because they want to become a
8 7
cabin crew member. Wanting to join their particular airline is just as
important as wanting to become a cabin crew member.
areas:
0 5
When answering this type of question, try to cover the following
Now, take a look at the sample response that follows before creating
your own using a blank sheet of paper.
Sample Response
4 5
customers, which you do. If the customer is happy and
their experience of flying with you is a good one, they are
likely to come back again.
8 7
I would love to be a part of this team and believe the
5
qualities I have will help it to continue to move forward
and stay ahead of its competitors.”
0
Key Areas to Consider:
Question Number 3:
4 5
the type of qualities you have. Don’t fall into the trap of answering
this question in the same way that most people do.
8 7
Many people will reply with a response along the following line:
“I am the best person for the job because this is something that I’ve
0 5
always wanted to do. I am a hard worker who is enthusiastic and
determined to be successful.”
Sample Response
4 5
Finally, my personal circumstances are extremely flexible
and, having studied the role of a cabin crew member, I
7
understand the obligations and requirements in terms of
availability. If successful, I promise that I won’t let you
8
down and I will work hard to make sure that I live up to
0
Key Areas to Consider:
5
expectations of the airline.”
• Cover the key qualities and attributes and match them with your
own experience.
The Cabin Crew Interview 89
Question Number 4:
Those people who say they have no weaknesses are not telling the
truth. We all have areas that we can improve on, but you need to be
4 5
careful what you disclose when responding to this type of question.
For example, if you tell the panel that you are an awful time keeper
8 7
you might as well leave the interview there and then! They will
admire your honesty, but the role requires people who are punctual
and are not going to be late for work.
0 5
The best way to prepare for this type of question is to write down
all your weaknesses. Once you have done that, pick one that you
can turn into a positive. Look at the sample response that follows
and see how I have turned the weakness around to our advantage.
Once you have read the response, use a blank sheet of paper to
prepare your own response based on your own circumstances.
Sample Response
• Be honest, but don’t talk about any weaknesses you may have
that are in relation to the job description;
•
5
If you really cannot think of a weakness, tell them about one
that you used to have.
4
8 7
0 5
The Cabin Crew Interview 91
Question Number 5:
4 5
do not want to work a normal 9-5 jobs. You may have to be at the
airport for 3am to prepare for your flight at 5am. Are you flexible
enough to do this?
8 7
Many cabin crew staff say that the most frustrating aspect of their
job is the instability of the life and the roster changes. Obviously,
0 5
the airline wants to know that this is not going to be a problem
for you. Therefore, when responding to this type of question, you
need to provide an example where you have already demonstrated
commitment and flexibility to a previous or current role.
Sample Response
•
0 5
Provide an example where you have gone out of your way
to help your employer. Tell them that you understand how
important flexible working is to the role of a cabin crew member.
The Cabin Crew Interview 93
Question Number 6:
What challenges will our airline face in the future and how
could you, as a cabin crew member, help us to overcome
these?
This type of question serves two main purposes for the panel. The
first purpose is that it assesses how much you understand about
the airline industry, in terms of its competitiveness.
4 5
The second purpose is that it assesses your awareness of how
influential cabin crew staff are in their role.
8 7
Cabin crew are some of the most important employees of an airline.
If passengers have an unpleasant experience during a flight, then
they are unlikely to return to that airline. There are so many different
0 5
airlines to choose from and competition is fierce, so staying ahead
of the game and providing an exceptional level of service is
important. Even if the airline is low budget, in terms of its airfare
price, it is still important that the cabin crew staff are friendly, helpful
and customer-focused.
Sample Response
4 5
Ensuring the customer is satisfied with the service will
mean they are far more likely to come back to the airline
8 7
time and time again. More importantly however, they will
recommend the airline to their friends and relatives.”
• 0 5
Competitiveness of the industry, security issues and increased
operating costs for the airline;
Question Number 7:
There is only one answer to this question and that is ‘No, it will not
be difficult to adapt to’.
When answering questions of this nature, tell them that you have
4 5
researched the role and are fully aware of the implications, including
8 7
Also, remember to touch on the specifics about the change in
lifestyle, what it means to you and how you have prepared for it.
0 5
Don’t be afraid to say that some areas will be a challenge for you,
but that you are fully committed and prepared for everything the job
presents.
There now follows a sample response. Once again, read it and take
any useful ideas from it. Then prepare your own based on your own
individual circumstances.
Sample Response
•
4 5
Smile and be enthusiastic in your response;
Talk about the change in lifestyle for you and how you have
8 7
prepared for it. You have thought long and hard about this
career and your personal circumstances are suited to the role.
0 5
The Cabin Crew Interview 97
Question Number 8:
4 5
you to provide an example of where you have dealt with this type of
situation in your current or previous role.
8 7
Whichever is the case, the question is designed to assess your
assertiveness and confidence, whilst being tactful. They are not
looking for you to respond in a confrontational manner but, instead,
0 5
looking for you to approach the person and resolve the issue with
the minimum of fuss. To ignore the issue is not an option.
Once you have read the example, try to think of any experiences
you have where you have had to deal with this type of issue. Then,
use a blank sheet of paper to create a response.
Sample Response
5
It is important that the team gets on and works well
together. We cannot afford to have confrontational
4
situations and the best way to resolve issues like this is to
be honest and tactful.”
• 0 5
Do not be confrontational;
Question Number 9:
This is quite a common interview question and one that you need
to be prepared for. Respect for diversity is essential to the role of a
cabin crew member. You will be working with both colleagues and
customers from diverse cultures and backgrounds and, therefore,
it is important that you are comfortable with this. We live in a
4 5
diverse community that brings many positive aspects that we can
learn from. When answering the question, you should be aiming to
7
demonstrate that you are totally at ease when working with people
from different cultures and backgrounds. You may wish to give an
8
example of this in your response.
0 5
Take a look at the following response to this question before using
a blank sheet of paper to construct your own answer to this type of
question.
Remember to be honest in your reply and only state the facts about
your feelings towards people from different cultures. If you are
not truthful in your response, you will not be doing yourself, or the
airline, any favours.
Sample Response
forward to.
•
4 5
Be honest when answering this type of question;
•
8 7
Demonstrate that you understand diversity and the benefits this
brings to society. Provide examples where appropriate.
0 5
The Cabin Crew Interview 101
4 5
deal of experience in a customer-focused environment will be able
to answer this question with relative ease.
8 7
However, those who have little experience in this area will need to
spend more time preparing their response.
0 5
Try to think of an occasion when you have witnessed an excellent
piece of customer service and show that you learned from it. If
you are very confident, then you may have an occasion when you,
yourself, provided that service. Whatever response you provide,
make sure it is unique and stands out.
Once you have read it, use a blank sheet of paper to create your
own.
Sample Response
4 5
She then told him how sorry she was for the mistake that
7
had happened, and that she would feel exactly the same if
it was her own son who it had happened to. She then told
8
the gentleman that she would refund the money in full
0 5
and give his son a new pair of football boots to the same
value as the previous pair.
The man was delighted with her offer. Not only that, she
then offered to give the man a further discount of 10%
on any future purchase, due to the added inconvenience
that was caused by him having to return to the shop to
sort out the problem. I learned a lot from the way my
manager dealt with this situation. She used exceptional
communication skills and remained calm throughout. She
then went the extra mile to make the gentleman’s journey
back to the shop a worthwhile one.
4 5
8 7
0 5
104 How to Become Cabin Crew
•
Gets on well with the rest of the team;
4 5
Offers effective solutions to problem solving;
•
7
Utilises effective listening skills both verbal and non-verbal;
8
•
•
5
Makes an effort to involve others;
0
Can be adaptable and willing to try others’ ideas;
These are just a few examples of how a member of a team can help
contribute in a positive way.
Now, look at the sample response that follows. Then use a blank
sheet of paper to construct your own answer.
Sample Response
4 5
Each member of the team should be a competent
communicator and be able to listen to other people’s
7
ideas and opinions. Flexibility in the team is also important
to try new and different ideas when appropriate.
8
5
Every team member should provide encouragement and
work hard together when the pressure is on. Above all,
0
cabin crew are role models for the airline, and each member
of the team should uphold the values of their employer.”
All of us have lost our temper at some point, but you need to be
careful as to how much you disclose.
4 5
do not want to employ people who lose their temper at the slightest
hint of confrontation. It is during these times that you will need to
8 7
use your skills to defuse the conflict.
The question is designed to see how honest you are, and whether
0 5
you are a naturally aggressive person. It is ok to lose your temper
at times during your personal life, but it is not welcome as a cabin
crew member.
How would it look if you saw a cabin crew member losing his/her
temper during a flight? It would be embarrassing and unprofessional!
Look at the sample response that follows before taking the time to
construct your own.
Sample Response
•
5
Demonstrate your understanding of the cabin crew’s role and
4
the importance of remaining calm and professional.
8 7
0 5
108 How to Become Cabin Crew
There is only one answer to this type of question and that is “Yes,
I would.”
4 5
Determination is the key to success and if you are not accepted the
8 7
first time, you will work hard to improve for the next time.
Most people, if asked this question think they have failed and are
0 5
not going to be offered a job. Do not fall into this trap. It is a question
that is designed to see how committed you are to join their airline!
Be positive in your response.
Sample Response
•
5
Don’t be afraid to be confident in your own abilities.
4
8 7
0 5
110 How to Become Cabin Crew
How many times have you called in sick within the last
year?
This is an easy question to answer, but one that can do you some
damage if you have a poor sickness record.
The ideal answer here is zero days. The airline need people who
are reliable.
4 5
If a member of the cabin crew calls in sick on the day of their flight,
this will cause problems for the airline. They then have to dedicate
0 5
Genuine sickness cannot be avoided. However, in every job
there are people who take advantage of sick leave, which costs
employees thousands of pounds every year.
Sample Response
In the next section of the guide I will provide you with a useful section
that will teach you how to deal with customer complaints, something
5
which you will get asked about during the interview!
4
8 7
0 5
4 5
8 7
0 5
4 5
How to 8 7
Deal with
0 5
Complaints
114 How to Become Cabin Crew
The service has not been fantastic and you want to complain. Are
you concerned the fact that one of the cabin crew staff went sick
at the last minute and the crew are short? No, of course you’re
5
not. Neither are you concerned about the fact that other people
are complaining at the other end of the aircraft. In fact, all you are
4
concerned with is that your complaint gets dealt with quickly and
effectively.
8 7
During your career as a cabin crew member, you will be faced with
0 5
highly stressful situations in relation to difficult customers and you
will need to react appropriately.
When dealing with customer complaints in any form, you will need
to follow an action plan. This action plan is explained in detail on
the following pages. The plan follows a structured format and each
5
area follows on systematically from the other. To begin with, you will
listen to the complaint using effective verbal and non-verbal listening
4
skills. Most people associate communication skills primarily with the
spoken word.
8 7
However, these cover many areas. Having the ability to actively
0 5
listen is a key factor to resolving the complaint successfully. Take a
look at the stages of dealing with complaints before reading each
individual section.
• Gather information;
• Provide a solution;
• Reach an agreement;
• Take action;
• Follow up.
If the passenger is sat down in their chair, then you may wish to
crouch down to their level. This will alleviate any confrontational
body position where you are looking down at the complainant. This
8 7
Maintain good eye contact throughout, nod, use an interested facial
expression and confirm back to the passenger what they have
0 5
told you. If the passenger begins to shout, becomes aggressive
or confrontational, or even starts swearing, then you will have to
be assertive in your response and inform them that their language
will not be tolerated. Inform them that you want to deal with their
complaint quickly and to their satisfaction, but it must be done in a
calm manner.
“Thank you for taking the time, sir, to explain what the
problem is. If the same situation had happened to me I
would certainly feel as you do.”
How to Deal with Complaints 117
In just two sentences, you have made the complainant feel valued
and understood. Now you can begin to resolve the issue and you
will find it easier to talk to them from now on.
Gather Information
4 5
When dealing with a complaint as a cabin crew member, the next
7
important stage is to gather as much essential information as
possible. The reason for doing this is that it will allow you to make
8
a more informed judgement about the situation and it will also allow
0 5
you to take steps to prevent it from happening again.
Complaints take time to deal with and detract you from other
important duties. When a member of the team is dealing with a
complaint, the rest of team must make up for the deficit in numbers.
Therefore, if the situation that led to the complaint in the first instance
can be avoided in the future, this will help the flight to run smoother
and allow the cabin crew staff to concentrate on their primary role –
providing a high level of customer service and ensuring the safety
of all passengers.
Once you have gathered all the facts, you will then be able to take
action to resolve the issue.
Provide a Solution
Coming up with a suitable solution to the customer’s complaint can
be difficult, especially if they are reluctant to accept any reasonable
offering. Therefore, it is important that you remain calm throughout.
Make sure that the solution/s you offer are relevant to the situation
and are achievable. If they are not, then do not make the mistake
4 5
of offering something you cannot deliver. This will just make the
situation worse. When providing a solution, ask the customer if your
8 7
offer is acceptable. For example:
“Would you like me to get you another drink?” or “Would you like me
0 5
to see if we have an alternative meal?”
Reach an Agreement
Once you have offered the solution, make sure you get the
complainant’s approval first. This will prevent them from
complaining about the action you are taking to resolve the issue.
The most effective method of achieving this is through verbal
acknowledgement.
For example:
“Ok sir, to resolve the issue, I will go away and get you
How to Deal with Complaints 119
another meal. I will make sure that the meal is hot. Is this
alright with you?”
Take Action
Plain and simple. Now that you have reached an agreement, get
4 5
on with the task in hand. If it is going to take you a while to take the
action agreed upon, you might find it useful to inform the passenger.
8 7
“Ok, I will now go and get your meal. This might take me
a few minutes, so please bear with me.”
0 5
In the final section of the guide I will provide you with a ‘useful
contacts’ section to help you search for cabin crew jobs with the
major airlines.
4 5
8 7
0 5
4 5
7
Airline8Contact
5
0Details
122 How to Become Cabin Crew
4 5
Take a piece of paper and a pen, and then spend some time studying
the website of your chosen airline. Write down any information that
8 7
will help you during your application.
You will also find that many airlines allow you to apply online through
5
their online application form. If this is the case, remember to print off
your completed form before submitting it. You will need to refer to it
0
prior to the assessment centre.
While there are hundreds of available airlines, see below for a list of
the most common ones, as well as their website details:
AIR TANKER
www.airtanker.co.uk
BMI
www.bmiregional.com
BRITISH AIRWAYS
www.britishairways.com
CITY FLYER
www.cityflyerjobs.com
Airline Contact Details 123
EMIRATES
www.emiratesgroupcareers.com
EASYJET
www.easyjet.com
FLYBE
www.flybe.com
THOMSON
www.tuijobsuk.co.uk
SMALL PLANET
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www.smallplanet.aero
OSM AVIATION
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NORWEGIAN
0
www.norwegian.com
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www.osmaviation.com/personnel/jobs
GULF AIR
www.gulfaircareers.com
JET2
www.jet2.com
QANTAS
www.qantas.com.au/travel/airlines/careers/global/en
THOMAS COOK
www.thomascook.com
VIRGIN ATLANTIC
careersuk.virgin-atlantic.com
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So, here is a list of topics an airline will cover during the training
course:
•
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Standard Operating Procedures;
•
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Safety Equipment;
• First Aid;
• Aviation Security;
• Dangerous Goods;
• Passenger Management;
• Grooming;
• Cabin Service;
• Disability Awareness;
What to Expect if You Get the Job! 127
• Food Hygiene;
outset.
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unpleasant, pieces of information you should be aware of from the
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Here is a list of details you should consider and ask about having
been offered a job by an airline:
•
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Opportunities for career progression;
Seasonal contracts;
• Uniform costs;
Of course, you should only start worrying about the above details
once you’ve had the big questions answered. For example:
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A Few8 7Final
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0Words
130 How to Become Cabin Crew
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be doing yourself any favours by not taking the time to prepare.
Many fail their tests because they did not know what to expect or
did not know what their own weaknesses were. Take the time to go
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over any areas you may have struggled with. By doing this, you will
become familiar with how you will perform on the day of the test.
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2. Perseverance. If you set your sights on a goal and stick to it, you
are more likely to succeed. Obstacles and setbacks are common
when trying to achieve something great, and you shouldn’t shy
away from them. Instead, face the tougher parts of the test, even
if you feel defeated. If you need to, take a break from your work to
relax and then return with renewed vigour. If you fail the test, take
the time to consider why you failed, gather your strength and try
again.
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www.PsychometricTestsOnline.co.uk