Landing a role at Flight Centre, one of the world’s leading travel companies, is an exciting opportunity. Each position plays a crucial role in delivering outstanding customer experiences, supporting colleagues, and ensuring operational excellence. Salaries vary depending on the role, from entry-level Travel Consultant positions starting around £20,000 per year to managerial roles such as Branch Manager earning up to £45,000 annually, with additional performance bonuses. Understanding the expectations, typical interview questions, and how to respond effectively is vital to secure your dream job. With over 25 years of career coaching experience, I’m here to guide you through 30 key interview questions, answers, and strategies to help you stand out.
1. Tell Me About Yourself
This is one of the most common opening questions. Interviewers are looking for a concise overview of your professional background.
Answer:
“I’ve worked in customer service for five years, helping clients with travel bookings and creating memorable experiences. I’m passionate about helping people explore the world and ensuring smooth travel arrangements. Flight Centre’s commitment to exceptional customer service aligns perfectly with my values, and I’m excited about the opportunity to contribute to your team.”
2. Why Do You Want to Work at Flight Centre?
This assesses motivation and company fit.
Answer:
“I admire Flight Centre’s reputation for personalised travel experiences. I’m particularly drawn to your focus on teamwork and employee development, which matches my ambition to grow in a supportive environment while helping customers create unforgettable travel memories.”
3. What Are Your Strengths?
Highlight relevant qualities for travel roles.
Answer:
“I’m highly organised, patient, and able to handle high-pressure situations calmly. These strengths allow me to deliver excellent customer service and manage complex itineraries efficiently.”
4. What Are Your Weaknesses?
Be honest but positive.
Answer:
“I sometimes take extra time ensuring every detail is perfect, but I’ve been learning to balance thoroughness with efficiency, which has improved my overall productivity.”
5. Describe a Time You Dealt With a Difficult Customer (Competency Question)
Use the STAR method: Situation, Task, Action, Result.
Answer:
Situation: A customer was upset due to a last-minute flight cancellation.
Task: I needed to resolve the situation promptly and retain the customer’s confidence.
Action: I calmly listened, offered alternative flights, and provided extra support in arranging accommodations.
Result: The customer appreciated the service, rebooked with us, and left positive feedback.
6. How Do You Handle Stressful Situations?
Interviewers look for resilience.
Answer:
“I prioritise tasks, take a moment to breathe, and focus on one problem at a time. For example, during peak booking periods, I maintain composure and ensure all clients’ needs are met efficiently.”
7. Give an Example of a Time You Worked in a Team
STAR method again.
Answer:
Situation: Our branch faced high client volume during holidays.
Task: We needed to coordinate effectively to manage bookings.
Action: I delegated responsibilities, communicated clearly, and supported colleagues where needed.
Result: The team successfully handled all clients, and sales targets were exceeded.
8. How Do You Prioritise Your Work?
Answer:
“I make a daily list, categorise tasks by urgency, and check in regularly with team members. This approach ensures important client requests are always addressed promptly.”
9. What Does Excellent Customer Service Mean to You?
Answer:
“It means listening to clients, understanding their needs, and going the extra mile to create a seamless experience. For example, following up on travel arrangements to ensure satisfaction demonstrates true care.”
10. Tell Me About a Time You Made a Mistake and How You Handled It
Answer:
Situation: I booked a client on the wrong flight.
Task: Correct the booking and maintain customer trust.
Action: I immediately contacted the airline, secured the correct flight, and kept the client informed throughout.
Result: The client appreciated the transparency and continued to use our services.
11. How Do You Keep Up With Travel Industry Trends?
Answer:
“I subscribe to industry newsletters, attend webinars, and network with colleagues. Staying informed ensures I provide clients with the best advice and latest deals.”
12. Why Should We Hire You?
Answer:
“My experience, passion for travel, and dedication to customer service align perfectly with Flight Centre’s values. I bring energy, professionalism, and a commitment to delivering memorable experiences.”
13. How Do You Handle Multiple Clients at Once?
Answer:
“I stay organised, communicate clearly, and manage expectations. Prioritising urgent requests while keeping all clients informed ensures efficiency and satisfaction.”
14. Describe a Time You Went Above and Beyond for a Client
Answer:
Situation: A client needed a last-minute visa for an international trip.
Task: Expedite the process and ensure timely travel.
Action: I liaised with the embassy and courier services, keeping the client updated.
Result: The visa arrived on time, and the client praised our dedication.
15. What Motivates You in Your Work?
Answer:
“Creating memorable experiences for clients and knowing that my work positively impacts their travel plans motivates me daily. I also enjoy collaborating with colleagues and learning new skills.”
16. Describe a Situation Where You Had to Resolve a Conflict at Work
Answer:
Situation: Two team members disagreed on handling a booking.
Task: Resolve the issue amicably.
Action: I facilitated a discussion, encouraged compromise, and clarified responsibilities.
Result: The team worked smoothly, and client service remained uninterrupted.
17. How Do You Handle Feedback?
Answer:
“I see feedback as an opportunity to grow. I listen carefully, ask clarifying questions if needed, and apply the advice to improve performance.”
18. What Are Your Career Goals?
Answer:
“I aim to develop into a senior travel consultant and eventually a branch manager. I hope to grow within Flight Centre while continuously enhancing my skills and contributing to team success.”
19. How Do You Stay Organised During Busy Periods?
Answer:
“I use digital tools, maintain a priority list, and schedule tasks in advance. Regular check-ins with colleagues ensure no detail is overlooked.”
20. Tell Me About a Time You Showed Initiative
Answer:
Situation: Our office faced unexpected staff shortages.
Task: Ensure clients were assisted efficiently.
Action: I volunteered to take extra shifts and proposed a temporary workflow to cover the gaps.
Result: Client service remained uninterrupted, and management appreciated the proactive approach.
21. How Do You Handle Tight Deadlines?
Answer:
“I focus on prioritising tasks, maintaining communication with colleagues, and breaking large tasks into smaller, manageable steps.”
22. Describe a Time You Provided Exceptional Team Support
Answer:
Situation: A colleague was overwhelmed during peak season.
Task: Assist without disrupting my workload.
Action: I helped with bookings and client communications.
Result: Team morale improved, and we exceeded sales targets.
23. How Would You Handle an Irate Customer Over the Phone?
Answer:
“I remain calm, listen actively, and empathise with their concerns. I provide clear solutions and follow up to ensure the issue is fully resolved.”
24. What Is Your Approach to Upselling Travel Packages?
Answer:
“I focus on understanding client needs first. By offering relevant upgrades or experiences, I enhance their trip while adding value to the business.”
25. How Do You Maintain Knowledge of Company Policies?
Answer:
“I regularly review internal updates, attend team briefings, and ask questions to clarify policies. This ensures consistent and accurate information for clients.”
26. Describe a Time You Had to Learn Something Quickly
Answer:
Situation: A new booking system was introduced.
Task: Learn quickly to assist clients without delays.
Action: I studied manuals, asked questions, and practiced with simulations.
Result: I became proficient within days and helped colleagues adapt.
27. How Do You Handle Rejection or a Lost Sale?
Answer:
“I analyse what went wrong, seek feedback if appropriate, and use the experience to improve future interactions.”
28. What Are Your Expectations From a Manager?
Answer:
“Clear communication, constructive feedback, and support in professional growth. I value guidance that helps me improve while contributing effectively.”
29. Do You Prefer Working Independently or in a Team?
Answer:
“I enjoy both. I thrive independently when completing tasks but also appreciate teamwork for collaborative problem-solving and learning from colleagues.”
30. Do You Have Any Questions for Us?
Answer:
“Yes, could you tell me more about career progression opportunities at Flight Centre and how success is measured within the team?”
Interview Coaching Tips and Final Advice
Remember, preparation is key. Practice answers using the STAR method, research Flight Centre, and reflect on your personal experiences. Keep answers concise, confident, and focused on value to the company.
Dos:
Arrive on time and dress professionally.
Maintain eye contact and smile.
Use examples from past experience.
Listen carefully before answering.
Don’ts:
Avoid negative comments about previous employers.
Don’t exaggerate or fabricate experience.
Don’t interrupt the interviewer.
Avoid one-word answers.
For best results, consider booking interview training with a qualified interview coach. Our interview coaching online sessions and job interview preparation resources help you refine responses, boost confidence, and secure your ideal role. Access interview coaching today and step into your Flight Centre interview fully prepared!
