Top interview questions to expect

Top 7 Behavioral Interview Questions for United Airlines

1. Tell me about a time you went above and beyond to help a customer.
2. Describe a situation where you had to resolve a conflict between two coworkers.
3. Give me an example of a time when you successfully worked as part of a team.
4. Walk me through the steps you took to solve a complex problem at work.
5. Share a time when you had to adapt to a major change in your work environment.
6. Tell me about a mistake you made at work and what you learned from it.
7. Why do you want to work for United Airlines?

Check the latest questions for this role:

Answering interview questions with STAR structure

The STAR Framework for Answering Behavioral Interview Questions:
The STAR framework is a structured method for answering behavioral interview questions. It stands for Situation, Task, Action, and Result. When answering questions using the STAR framework, start by briefly describing the Situation you were in, then explain the specific Task you had to complete. Next, detail the Actions you took to address the Task, and finally, summarize the positive Result of your efforts.

Sample answers to above interview questions

1. Question: Tell me about a time you went above and beyond to help a customer.
Answer:

*Situation:* During my time as a customer service representative at United Airlines, I encountered a passenger who was experiencing a particularly stressful situation.
*Task:* My task was to assist the passenger in resolving their issue and ensuring their travel experience was as smooth as possible.
*Action:* I actively listened to the passenger’s concerns, empathized with their situation, and explored various options to address their needs. I provided clear and detailed information, offered alternatives, and maintained a calm and professional demeanor throughout the interaction.
*Result:* The passenger expressed their gratitude for my assistance, and their issue was resolved promptly. My prompt and efficient response helped alleviate their stress and ensured their satisfaction.

2. Question: Describe a situation where you had to resolve a conflict between two coworkers.
Answer:

*Situation:* In my previous role as a team leader, I encountered a conflict between two team members who had different perspectives on a project.
*Task:* As a leader, it was my responsibility to mediate the conflict and find a solution that would allow the team to move forward productively.
*Action:* I initiated a private meeting with both team members to understand their viewpoints and concerns. I encouraged open and respectful communication, facilitated a discussion focused on finding common ground, and provided guidance in developing a mutually acceptable solution.
*Result:* The conflict was resolved amicably, and the team members were able to continue working together effectively. My intervention helped maintain a positive and collaborative work environment and ensured the successful completion of the project.

3. Question: Give me an example of a time when you successfully worked as part of a team.
Answer:

*Situation:* As a member of a cross-functional team at United Airlines, I collaborated with colleagues from different departments to launch a new marketing campaign.
*Task:* My specific task was to lead the development of creative content for the campaign, ensuring it aligned with the overall marketing strategy.
*Action:* I actively sought input from team members, facilitated brainstorming sessions, and coordinated the production of high-quality content that met the campaign’s objectives. I maintained open communication, provided regular updates, and ensured that all team members’ contributions were valued.
*Result:* The marketing campaign was a resounding success, exceeding the projected targets for customer engagement and sales. The collaborative efforts of the team resulted in a cohesive and impactful campaign that positively contributed to the company’s goals.

4. Question: Walk me through the steps you took to solve a complex problem at work.
Answer:

*Situation:* In my role as an operations manager at United Airlines, I encountered a complex issue involving flight delays and disruptions caused by severe weather conditions.
*Task:* My task was to develop and implement a contingency plan to minimize the impact on passengers and ensure the smooth operation of flights.
*Action:* I promptly convened a crisis management team, analyzed the situation, and identified the root causes of the disruptions. I coordinated with various departments to reallocate resources, adjust flight schedules, and communicate effectively with affected passengers. I closely monitored the situation and made necessary adjustments to the plan as conditions evolved.
*Result:* The contingency plan successfully mitigated the impact of the weather disruptions. Flight operations were restored efficiently, and passenger satisfaction was maintained. My proactive response and effective problem-solving helped ensure minimal disruption to travel plans and preserved the company’s reputation for reliable service.

5. Question: Share a time when you had to adapt to a major change in your work environment.
Answer:

*Situation:* During my tenure at United Airlines, I experienced a significant change in the company’s technology infrastructure.
*Task:* My task was to adapt quickly to the new systems and processes and ensure a smooth transition for my team.
*Action:* I proactively sought training and familiarized myself with the new technology. I organized workshops and provided support to my team members, helping them adapt to the changes effectively. I remained flexible and open to new ideas, embracing the opportunity to learn and grow.
*Result:* The transition to the new technology was successful, and my team maintained its productivity and efficiency. My adaptability and willingness to embrace change contributed to the overall success of the implementation.

6. Question: Tell me about a mistake you made at work and what you learned from it.
Answer:

*Situation:* In my role as a customer service representative, I mistakenly provided inaccurate information to a passenger regarding their flight status.
*Task:* My task was to rectify the error and ensure the passenger’s travel experience was not adversely affected.
*Action:* I promptly apologized for the error and took immediate steps to correct the information. I provided the passenger with accurate and up-to-date details about their flight, offered assistance in making alternative arrangements, and ensured they received the best possible service.
*Result:* The passenger appreciated my honesty and prompt resolution of the issue. My proactive approach to addressing the mistake maintained the passenger’s satisfaction and demonstrated my commitment to providing excellent customer service.

7. Question: Why do you want to work for United Airlines?
Answer:

*Situation:* As a seasoned professional in the airline industry, I am drawn to United Airlines for its reputation as a global leader in aviation.
*Task:* My task is to express my genuine interest and enthusiasm for joining the United Airlines team.
*Action:* I have thoroughly researched the company’s history, values, and commitment to innovation and sustainability. I am passionate about the airline industry and eager to contribute my skills and experience to United Airlines’ continued success. I am confident that my dedication to providing exceptional customer service and my strong work ethic align perfectly with the company’s culture.
*Result:* My enthusiasm and genuine interest in United Airlines demonstrate my commitment to the company and my potential as a valuable asset to the team.