外航招聘：外航空乘面试情景题详细剖析

不管是外航还是内航情景模拟这一关都是你避免不了的，所以对于参加过很多次面试都折在这关上的你，一定要足够重视。今天凤天乘云外航空乘培训机构小编举两个例子为大家详细剖析下：

Economic class passenger insist on going to the business class , what will you do ?

题目解析：航空公司会对两舱分区服务进行严格把控。理论上讲，经济舱乘客到商务舱是禁止的，此题目更多考核的是作为空乘在明确知道公司规定下怎样和乘客进行沟通，展现表达的话术和态度。

话术参考：Dear Sir/Madam, keep going to business class might disturb the passengers, and we have same regulation for every economic class passenger, sorry for that. please go back to your seat, if you need any snack or a cup of coffee , it’s my pleasure to help you

Boarding time , the honey moon couple want to change the seat together by themselves , what will you say to them ?
题目解析：登机时，为了保证飞机起飞前重量平衡，安全原则上禁止乘客起飞前换座位。起飞后，和同事协商，可以根据安排进行座位调整。此类题目考核空乘和乘客间的沟通话术，以及是否遵守安全条例。对于新婚夫妇乘客，空乘在服务中也可以准备小惊喜或礼物，代表公司表达祝福。
话术参考：Dear Sir/Madam，consider the weight balance of the aircraft, changing the seat on ground is not safe. I can see there are few seats you can change after take-off , I will reserve the seats for you。
关于客舱情景类考核题目，凤天乘云外航空乘培训机构导师建议大家首先应该判断考核要点是什么？是安全意识还是服务话术，是需要展现团队精神还是给出有效补救措施。多数服务类情景题目，重点要给出乘客选择，表达对乘客的关怀而不仅仅是礼貌的道歉而已。