Top 20 Interview Questions & Answers for Ticketing & Reservation Executive - 2025

Are you preparing for an interview for a ticketing and reservation executive role? Here are 20 top questions and answers to help you demonstrate your skills and experience in the travel industry, customer service, and organizational management.

General Questions

• 1. Why do you want to work as a ticketing and reservation executive?
  As someone who is passionate about travel and customer service, this role perfectly combines my interests and skill set. I have always been fascinated by the process of booking and managing travel arrangements, and I am excited about the opportunity to do this professionally as a ticketing and reservation executive.
• 2. What do you think are the most important qualities for a ticketing and reservation executive to have?
  In my opinion, a ticketing and reservation executive should have excellent communication skills, attention to detail, and strong organizational skills. They should also be able to handle high-pressure situations and resolve any issues that may arise with a calm and professional demeanor.
• 3. How do you handle customer complaints?
  I believe that the best way to handle customer complaints is to listen actively and empathetically. It’s important to show the customer that their concerns are being taken seriously and to work towards finding a solution that meets their needs. I also believe in taking ownership of any mistakes made by the company and offering appropriate compensation or resolution.
• 4. Can you tell us about a time when you had to handle a difficult customer or situation?
  In my previous job as a customer service representative, I had a situation where a customer was extremely upset about a billing error. Despite the customer’s frustration, I remained calm and empathetic and worked towards finding a solution that satisfied both the customer and the company. In the end, the customer was so impressed with my handling of the situation that they wrote a commendation letter to my manager.
• 5. How do you prioritize and manage your workload?
  I am a firm believer in using a to-do list to prioritize tasks and stay organized. I also like to break down larger tasks into smaller, more manageable ones and set specific deadlines for each. This helps me stay on track and ensures that all tasks are completed in a timely manner.

Cultural Fit

• 6. What motivates you in your job?
  I am motivated by the opportunity to make a positive impact on the customer experience. Knowing that I have helped make someone’s travel plans smooth and stress-free gives me a great sense of satisfaction. I am also motivated by the opportunity to learn and grow in my career.
• 7. How do you handle working in a team?
  I have always enjoyed working in a team and believe that collaborating with others leads to the best results. I am an effective communicator and am always willing to listen to others’ ideas and offer my own constructive input.
• 8. Can you give an example of a time when you had to work with a difficult team member?
  In my previous job, I had a team member who had a very different work style than mine. We would often clash in terms of how we approached tasks and communicated with each other. However, instead of letting it affect our working relationship, I made an effort to find common ground and adjust my communication style to better work with them.
• 9. How do you handle stressful situations in the workplace?
  I have learned to maintain a sense of calm and professionalism during stressful situations. I also prioritize tasks and manage my workload effectively to reduce stress. I find that taking breaks and practicing self-care activities, such as exercise or meditation, also helps me stay calm and focused during challenging times.
• 10. How do you stay updated with industry trends and developments?
  I make it a point to frequently read industry-related news and articles. I also attend webinars and conferences related to the travel industry and follow key influencers and thought leaders on social media platforms. This helps me stay up-to-date with current trends and advancements in the industry.

Technical Knowledge

• 11. What do you know about different reservation systems?
  I have experience working with reservation systems such as Amadeus, Sabre, and Galileo. I am familiar with the processes of making and modifying reservations, adding and changing passenger information, and issuing tickets.
• 12. Can you walk us through the booking process for a flight ticket?
  The booking process for a flight ticket typically involves searching for flights, selecting the desired dates and times, entering passenger information, selecting seats and travel extras, and making the payment. Once the booking is complete, the ticket is issued and sent to the customer via email.
• 13. How do you handle changes and cancellations for reservations?
  Changes and cancellations can be made through the reservation system, as long as the ticket is eligible for modifications. If a ticket is non-refundable, I would explain the terms and conditions to the customer and assist them in finding the best solution within the airline’s policies.
• 14. Are you comfortable handling cash and credit card transactions?
  Yes, I have experience handling cash and credit card transactions in my previous role as a customer service representative. I am comfortable using point-of-sale systems and balancing cash registers.
• 15. What do you know about airline policies and regulations?
  I am well-versed in airline policies and regulations, including baggage allowances, check-in procedures, and safety protocols. I make sure to stay up-to-date with any changes in policies to ensure that our customers have a smooth and hassle-free travel experience.

Situational Questions

• 16. What would you do if a customer insists on booking a flight that is already sold out?
  In this situation, I would explain to the customer that the flight is no longer available and present them with alternative options based on their travel dates and destination. I would also offer to put them on a waitlist in case of any cancellations.
• 17. How would you handle a scenario where a customer demands a refund on a non-refundable ticket?
  In this case, I would first explain the terms and conditions of the ticket to the customer and try to come to a satisfactory resolution within the airline’s policies. If not, I would escalate the issue to a supervisor for further assistance.
• 18. What would you do if a customer is having trouble with the check-in process?
  I would first offer my assistance and walk them through the check-in process. If the issue persists, I would contact the airline’s customer service desk for further assistance and keep the customer informed throughout the process.
• 19. How would you handle a customer who is dissatisfied with their flight experience?
  I would apologize for the inconvenience and ask the customer to provide more details about their dissatisfaction. I would then offer to escalate the issue to the airline’s customer service department and assist the customer in filing a complaint or seeking compensation.
• 20. How do you handle a high volume of reservation and ticketing requests?
  In such a situation, I would prioritize tasks and delegate responsibilities to my team members as needed. I would also make sure to communicate clearly and efficiently to ensure that all requests are handled in a timely and accurate manner.