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Free Delta Air Lines Flight Attendant Interview Study Guide Questions and Answers

  1. If a customer had their chair reclined fully before preflight and was irate and didn't want to comply how would you handle the situation and why?
    I would let them know it is standard policy that the seat is in place before take off and explain it is a safety issue for them other passengers. Once the aircraft is in flight and the Pilot feels it is safe, then they are welcome to recline their seat at that time.
  2. Tell me about your work background.
    Worked in Human Resources as benefits coordinator for a large hospital. Have many years of customer service experience. Currently working as a customer service representative for an insurance company
  3. Tell me about a time when you did something nice for a customer or passenger.
    Gave a customer an item that was on my desk that she liked and collected.
    When they ask for a help and I give them a positive concern and I action it with pleasure.
    There was an elderly lady that came in the office and she kept talking about how much she liked a trinket on my desk and I gave it to her and she almost started crying
    There was a time when I had a customer who used to come in the store everyday and get coffee he would always get a certain amount and I noticed that he would struggle with taking all the cups of coffee to his car every morning so when he came in instead of him going back and forth I would always have him a cup holder on stand by so that it made it easier on him I also would give him a discount because he came in every morning consistently to get coffee
    I had a passenger that had an accident the the bathroom on himself and was very embarrassed. I didnt want him to feel any worst than he already did. He had no change of clothes inflight with him. So I helped him clean up in the bathroom and gave him my own clothing to put on.
  4. Tell me about a time when you saw your coworker not doing their task, and what you did about it?
    I told her that as a team we work together and that builds character and she would feel more confident within herself once she gets on board and helps out
    I had a co worker once totally ignored her job as she was working the Front of the aircraft. after she served her passengers. she never went to check on them or even clear their tray table, so I stepped in and clear their trash and offer them refills.
  5. Tell me about a time that you had a disagreement with a coworker?
    I saw that my co-worker did not have complete documents in the financial paperwork she was processing for a client. I brought the file back to her and pointed it out in the most informative and non-condescending way that I could. She became defensive and argued that what I was suggesting was incorrect and her work was done fine. I instantly agreed that if she feels confident, then it is her prerogative to send it off as is. I did not continue to insist I was correct. The business office kicked back the deal, and returned the file back to my co-worker.
    Picking the correct vein for my patient. She thought she could use the hand vein but I seen a good vein in her AC
  6. Tell us about a time that your priorities were changed and you had to change direction immediately.
    I had been in sales for over 25 years and I wanted to do something I was more compassionate about but had the skills for, so I wrote up a list of skills I was good at and what I loved to do and I decided I wanted to be a tour director, so I instantly did my research found a training school and enrolled within a couple weeks and was off to San Francisco to do my new training and start a new career
  7. Tell us about a time that you had to step in and make a critical decision to solve a customer's needs.
    My boss requested the client attain medical records from a hospital he visited. 3 weeks had passed and the client had not attained them. I contacted the client, had him sign off on an authorization form, contacted the hospital directly, and attained the medical records.
    Customer is always right.
  8. Delta has strict guidelines on ethics, honesty, and integrity what are your personal values in regard to these things?
    I support Delta's Core Values 100%
    I agree with them 100 percent
  9. What do you bring to Delta that other applicants do not?
    My optimism, positive thinking. Seeing the good possibilities in every situation. Also the ability to empathize with someone from there perspective. I think it’s important to be able to put yourself in the customer’s position. This helps to avoid confusion and conflicts. It also helps me provide an unmatched level of customer satisfaction, which is one of the core beliefs of our company.
    I don’t know the qualifications that everyone else is bringing to you, but I will bring an ultimate level of understanding to the customer service to the flight attendant position. I think it’s important to be able to put yourself in the customer’s position. This helps avoid confusions and conflicts. It also helps me provide unlimited customer service, which I know is the backbone to this company.
    I believe that every person has a uniqueness about them. I believe that my pride is contagious, I not only would be a profitable addition to a team, but become the brand beyond belief.
  10. Tell us about a time when you witnessed a coworker or colleague breaking the rules or acting in a dishonest or unprofessional manner. What was the situation? What actions did you take and what were the results?
    I noticed my Co worker stealing hair to braid her 2 daughhters. I called her aside . She explained me her difficult financial situation. Without hesitation,I lent her the money to pay for it but also proposed to braid her daughters. We became friends.
    My Co worker decided to take a tip from a customer. The company policy states that our position is not to accept gratuity and he knowingly did it anyway. When I addressed and warned him about it he denied the allegations. When he realized he was on camera he returned the tip to the customer. I explained to him that when he stops participating in actions that don’t benefit everyone effected, he’ll have everything he wants. You have to give to receive. He then later came to me and apologized realizing that I had his best interest in mind and he was given documented counseling for the incident. The department hasn’t had this issue since.
    My Co worker decided that she was going to say the coffee pot was broken to the captain, because she did not want to serve hot beverages. When she went to the restroom I made a pot of coffee. When she realized the coffee was made an she made a comment that it was broken. I replied with a smile, I must have the magic touch. I them informed her that if she had a customer that wanted coffee or tea I would serve them for her if she needed.
  11.    Read 76 Interview Experiences for Delta Air Lines from other Flight Attendants!