Horizon Air Passenger Service Agent Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 8 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at Horizon Air.
Horizon Air
Passenger Service Agent
Entry Easy Positive experience Accept offer 2 rounds
Interview process
Phone screen Recruiter call Background check Offer
Interview formats
Behavioral
First, you'll have a phone interview, and then a manager interview. They'll ask simple questions about customer service. They're friendly. It's good to prepare a great self-introduction and share some customer service experiences.
Confirmed questions1 question
- Do you have customer service experience and can you tell me about it?
Horizon Air
Passenger Service Agent
Entry Average Neutral experience No offer 3 rounds
Interview process
Recruiter call Group Panel
Interview formats
Behavioral Group
After applying, I completed a quick video interview. About two weeks later, I had a short call with a recruiter who then invited me to a group interview, followed by a one-on-one chat. The whole thing was supposed to take 2-3 hours, but after two interview rounds, it ended up being over 4 hours. They didn't give me any reason for not being selected, just a generic 'sorry we aren't interested.' They had 28 candidates for 6-7 openings, and 4 of those already worked for Horizon or had in the past. Others also had travel industry customer service experience. It felt like a waste of my time after just two short interviews. They really need to set better expectations, especially for a large group. We were told to arrive at 1 pm for a 1:30 pm start, but it didn't actually begin until 2 pm. I'm never happy when an interview just ends with a 'sorry.' Given the effort I put into preparing, I feel I should get some feedback.
Confirmed questions1 question
- Can you share an instance where you delivered exceptional customer service?
Horizon Air
Passenger Service Agent
Entry Difficult Positive experience Accept offer 5 rounds
Interview process
Recruiter call Take home Phone screen Onsite Panel Background check Offer
Interview formats
Behavioral Technical Presentation
I applied online and then a couple days later, I had to do a video interview with 9 customer service questions. You had 30 seconds to prep and record your answer. After that, I got a call for a short phone interview where they asked about my past jobs. Then, I was set up for an in-person interview at the airport. This was a panel with 4 Alaska Air folks who asked me situational questions and what I knew about the company. I got an email later that day saying I moved on to a Skype or FaceTime interview. This last interview was similar to the panel, with lots of customer service questions and scenarios. They offered me the job right after and told me about the drug test and background check. I'm heading to a 10-day paid training in Seattle soon.
Confirmed questions3 questions
- How did you handle a customer with unrealistic demands?
- What makes you want to work for Alaska Airlines?
- What would you do if you observed a coworker breaking rules?
Horizon Air Passenger Service Agent Interview Questions
Quoted word for word from Horizon Air interview reports.
“Can you explain to an upset customer why their flight was canceled because of the weather?”
Read reports →“How would you manage an unreasonable demand from a difficult customer, like one asking for a new flight because of weather delays when you have no control over the weather?”
Read reports →“What would you do if you observed a coworker breaking rules?”
Read reports →“How did you handle a customer with unrealistic demands?”
Read reports →“Can you share an instance where you delivered exceptional customer service?”
Read report →“Tell me about a time you exceeded expectations to help a customer.”
Read report →“Can you tell me about a situation where you observed a coworker acting unethically and describe how you handled it?”
Read report →“What motivated you to seek employment with Horizon?”
Read report →“Do you have customer service experience and can you tell me about it?”
Read report →Formats, difficulty and experience
Across all 8 Horizon Air interview reports.