American Airlines
what is AA motto?
"To Care For People On Life's Journey"
About American Airlines
A Major American airline headquartered in Fort Worth texas the biggest airline as far as passenger capacity Focusing on reducing carbon emissions
What is the most difficult thing with a customer you had to deal with?
A customer came into my work upset because they couldn't get their taxes done right away. It was during tax season this year and that's the busiest time of year for us so when we are getting all sorts of paper work from 500 other clients during the season its hard to knock out everything right in a day. I think that was hard to see someone visibly upset due to a time frame but I tried to be sympathetic with them and understanding and just communicated to them that we could have it done in this time frame and that was the fastest service we could provide at the moment.
What did you learn from your jobs?
A majority of my jobs have been in customer service and one main takeaway that I have learned from them is that the customer is the main priority and is always right. I have learned what it is like to accomodate to a diverse group of people with each job I have had I have associated with people from all sorts of backgrounds. These experiences have been very rewarding for me.
Why do you want to work for American Airlines?
As a passenger traveling through your airline I've always had a positive experience and you guys really value a safe and respectable environment towards your passengers. I really feel like I would learn a lot from working for your airline and I admire that you guys are also aware of the environment and reducing your carbon emissions.
What is the most exciting thing to you about being assigned to one of the American Airlines bases?
Getting to experience the different atmosphere of the cities and the culture and meeting people who have the same passions as me
Tell me about yourself
I am a recent college graduate from university of Nevada Reno. I currently work for an accounting firm as a receptionist and staff member. I have had jobs in customer service for some time now and have had many volunteer roles helping all sorts of people ranging from third world countries, people with disabilities, and children. I really enjoy being surrounded by others and learning about people and their backgrounds and serving them.
What makes you think you will be an important asset for American Airlines?
I am a very positive person. I think this is huge for customer service and especially in the airline industry you get people who are nervous to fly or have had a bad day or are flying out to a funeral or whatever the circumstance is and I believe my positive attitude will create a positive environment for people coming through your airline traveling so that theyll remember their experience and want to travel with you guys again.
Tell us one thing that is unique about you.
I am left handed with writing and eating but right handed in everything else
How have you handled a confrontation with a supervisor/co-worker?
I communicated with my coworker. I originally asked if there was something I had done and how I could fix it with her. I apologized and sympathized with her and made sure we were on good terms.
Why did you leave your last job?
I currently work for an accounting firm right now but I left my previous job once I finished up college I wanted an opportunity to grow and learn something new with a new job.
How well do you work with others?
I get along with all sorts of personalities. I am pretty easy going and am a team player and am always here to help and provide the best support I can
Describe a situation that you handled that should normally be handled by a supervisor.
I had to deal with a drunk customer that wouldn't leave our restaurant and he was making other customers feel unsafe.
What attributes do you bring to American Airlines that will contribute to the company?
I have a back ground in customer service and have had experience with volunteering with all sorts of people with various backgrounds ranging from people in third world countries, people with disabilities, and children. This has allowed me to gain experience with people from many different backgrounds. I have a hard work ethic and a positive personality.
Is there anything else you would like American Airlines to know about you?
I have a background in volunteer work working with all sorts of people ranging from people in third world countries, people with disabilities, and students. Working with these people has taught me how to accomodate to all sorts of people and improving their lives.
Have you handled anything difficult in the past, and if so what would you have done differently?
I have had a situation in the past where I was working a shift at a restaurant and it was very busy that day and I had messed up an order with a customer and they were visibly upset and I offered to fix and comp their meal and they didn't want that and left. If I could go back I would have taken the time to slow down to make sure the order was correct to ensure the customer was happy. People make mistakes and I would try not to take it so hard
Why do you want to become a Flight Attendant with AA?
I have worked in customer service for some time now and really enjoy helping others and getting to know people from different backgrounds. I also have had positive experiences flying as a passenger with your airline and I want to provide the same experiences to your passengers one day so that they remember your airline for future travels.
When you were late to your job or missed work, how did it affect your whole team?
I missed work from being sick and my coworker ended up helping with my work load while I was out to keep the workflow going and the business running. It put more work and stress on her.
Talk about a time you had to admit when you had to adapt to a difficult situation.
I started a new job for an accounting firm. My degree is in public health and I had to learn a bunch of new things about taxes and adapting to the new company and its policies.
f you we're flying from TX to Tokyo who would you choose to sit next to and why.
I think I would choose someone from Tokyo. I love to learn about different cultures and what their lifestyles are like as compared to my own. I think its a great opportunity to really get to know someone and be in tune with them and understanding their backgrounds and values.
Talk about a time you had to admit when you had to adapt to a difficult situation.
I think going from highschool to college. I was more on my own and going to a university was nerve wracking. Even though I was in my hometown it was an adjustment getting used to a different school schedule and getting acclimated to new study habits to survive.
What would you find exciting about moving to a different town to train?
I think just moving to a different town in general would be exciting. I've lived in Reno Nevada my whole life and I think being exposed to a new atmosphere would be another great learning experience for me. I would say probably the most exciting thing would be meeting new people and learning different cultures. I've always found that exciting is getting to know people from outside my hometown and hearing their life stories
How would you handle a passenger that was frustrated because they had to wear a seatbelt extender?
I would be sympathetic with them and just explain to them that it is just a safety protocol and that everyone has to use it. Just be nice with them to diffuse the situation.
How would you handle a customer who was racist?
I would explain to them that we don't discriminate towards anyone as an airline and if they would like to be seated somewhere else I would kindly upgrade the person next to them to better seats and make the other person feel welcome here and provide them with utmost respect
How would you handle a person that you can not understand?
I would kindly ask them to repeat themselves and if I couldn't understand them then I would go grab a coworker or someone who could.
How would you deal with an irate customer?
I would listen to the customer and sympathize with them to understand where they are coming from and offer a solution to diffuse the situation.
How do you persuade people to embrace change?
I would persuade people to think of it as a learning opportunity and an opportunity for growth. A lot of people are afraid of change and get so accustomed to regular habits and sometimes change can really bring about positive experiences for someones future and for someones self esteem.
How would you handle a passenger at the airport in a wheelchair with no family members at the airport.
I would take care of them as if they were my family. I have worked with people with disabiliities before and you treat them with the best service you can and accommodate to any needs that have
What does customer service mean to you?
It means going above and beyond to make sure the needs of a customer are met and to make their lives a little easier without them having to think about it
Tell us about a time you saw a coworker do something nice for someone else.
My coworker helped an elderly person out to their car when it was snowing to make sure they didn't hurt themselves.
What experience do you have that would help you to be successful with American Airlines?
My work background and volunteer experience. I've worked with people with various backgrounds such as people living in third world countries, people with disabilities, and students. This has taught me how to accomodate to people with different needs from all over the place to help make their lives easier.
Is staying in policy at your job ever inconvenient for you?
No it is never an inconvenience
Where are you from
Reno Nevada
About American Airlines
The founding member of one world Alliance. The third largest airline alliance in the world.
Tell us about your best customer service experience.
There was a time I left my keys in the grocery store and one of the workers flagged me down to give me my keys in the parking lot
Tell about a mistake you made on the job and what you learned from it.
There was a time I was taking a food order for a table at my former job and I accidentally got one of the orders at the table wrong. I was made aware of this mistake and I learned to listen to the customer more closely and to slow down and make sure what I wrote down was correct so that it would not be an issue for the future.
Tell us about a time you had a memorable team activity.
There was a time at my job working at a gym we had a retreat and one of the activities was spreading positivity. We had to say a positive thing about each coworker and it was nice to hear all the positive things we had to say about each other and bonding in that moment.
How have you handled a confrontation with a supervisor/co-worker?
There was a time when my coworker and I were really busy waiting on tables and there was a misscommunication on which tables we were covering that day and so after work we discussed the issue and planned for what could be better the next time we both came in to work so that the errors we made that day would not happen again
questions to ask
What do you find most rewarding as a worker for American?
Give an example of teamwork and what was the greatest part about it?
Working with my coworkers during the 2020 tax season. The greatest thing about this was developing a plan prior to our season and communicating with eachother each day on what needed to get done and watching clients walk out of our place happy with the results of their taxes and knowing at the end of the day that we made their lives a little easier.
AA Motto
You are why we fly
What is American Airlines mission statement?
committed to provide every citizen of the world with the best service of the air travel to the extensive selection of destination possible."
Name one thing you remember about one group member's responses.
really pay attention
What are the employee cultures of American Airlines?
safety and respect for customers, respect for company heritage, respect for each other. Respect for our future
What do you know about american airlines
you guys are one the biggest airline carrying the most passengers. You value integrity and honesty and making ethical decisions.
