US Airways Customer Support Representative Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 23 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at US Airways.
US Airways
Customer Service Agent
Entry Easy Positive experience Accept offer 3 rounds
Interview process
Recruiter call Phone screen Group Onsite Panel Offer
Interview formats
Behavioral Group Technical
Applied online and got an email about a month later to set up a phone interview using an online scheduler. I got a call about a week before the scheduled time. After that, I was invited to an in-person interview a few days later at the airport. It was a group interview with 5 candidates and 3 managers interviewing us. It was super relaxed and they were great! They pretty much asked the same questions as the phone interview but gave us a chance to explain ourselves and show why we'd be the best. After the interview, we waited outside while they discussed. I was called back in alone about 5 minutes later and they offered me the job. Not everyone in the group got an offer, so they asked us not to tell anyone if we got it to avoid hurt feelings. All in all, it was a great experience!
Confirmed questions3 questions
- What makes you want to work for US Airways and why should we hire you?
- Tell me about a time you empathized with a customer but had to prioritize your own needs. How did you manage that?
- Can you describe a situation where you provided excellent customer service to calm down an angry customer? What steps did you take to resolve it?
US Airways
Customer Service Agent
Entry Easy Positive experience No offer 2 rounds
Interview process
Recruiter call Group
Interview formats
Behavioral Group
The interview was super fast, like 4 or 5 minutes. I tried to keep my answers short and sweet, but some needed a bit more explanation. I was kinda nervous because I expected harder questions. They offered me a spot in a group interview, but they said they'd call me back since they didn't have a scheduled date right now. I asked when that might be, and they weren't sure. The recruiter told me to call the number they used if I wanted an update, but I had to ask for it because it showed up as 'unknown' on my phone.
Confirmed questions2 questions
- Tell me about a time you had to handle a tough customer. What did you do?
- Can you share an experience where you dealt with a difficult customer and how you managed the situation?
US Airways
Customer Service Representative
Entry Average Neutral experience No offer 1 round
Interview process
Recruiter call Phone screen Background check Offer
Interview formats
Behavioral Technical
I had a one on one interview with the manager, and it was pretty short. She asked me some questions about customer service. I thought it went well, and she said I'd hear back in a few weeks. After a few weeks passed, I had to follow up with HR to get an update. The day after I called them, I got an email saying they chose someone else. It felt a bit strange to me.
Confirmed questions1 question
- Can you share an instance where you deviated from company policy to satisfy a customer?
US Airways Customer Support Representative Interview Questions
Quoted word for word from US Airways interview reports.
“Given that the company covers the flight cost but not the hotel due to weather, how would you communicate this policy to a passenger?”
Read reports →“What's your approach to handling angry and frustrated passengers who might miss their flights for a vacation due to a delay of a few days?”
Read reports →“How honest are you about your availability? If there are any limitations, you won't get the job.”
Read reports →“What makes you want to work for US Airways and why should we hire you?”
Read reports →“Was everything pretty easy if you have enough customer service experience?”
Read report →“How did you handle a situation with an angry customer?”
Read report →“Can you describe a time you dealt with an angry customer?”
Read report →“Can you describe a situation where you provided excellent customer service to calm down an angry customer? What steps did you take to resolve it?”
Read report →“Can you share an instance where you had to manage a customer who was very upset?”
Read report →Formats, difficulty and experience
Across all 23 US Airways interview reports.