IndiGo Reservations Executive Interview: Rounds, Questions and Preparation

What the job involves

A Reservations Executive handles flight, hotel, or package bookings, cancellations, and modifications for customers. They use reservation systems to check availability, quote fares, process payments, and issue tickets while meeting service and sales targets. The role requires strong communication, attention to detail, and the ability to work in shifts under pressure.

Role and Technical Knowledge

1. 1

   What is the difference between a PNR and a ticket number?

   Explain that a PNR is a 6-character alphanumeric record locator for a booking, while a ticket number is a 13-digit number issued after payment, and both are needed for travel.

2. 2

   How do you handle a waitlisted ticket?

   Mention checking the waitlist position, informing the customer about confirmation chances, and offering alternatives like alternate flights or refunds if not confirmed.

3. 3

   What are the key steps in making a reservation over the phone?

   Cover greeting, verifying customer details, understanding travel needs, checking availability, quoting fare, confirming, processing payment, and issuing the ticket.

4. 4

   What is the difference between a direct flight and a connecting flight?

   Define direct as one flight number with no change, and connecting as multiple flights with a stop, and mention how you would explain convenience and time differences to a customer.

Practical Scenarios

1. 5

   A customer wants to cancel a non-refundable ticket. How do you respond?

   Show empathy, explain the fare rules clearly, offer alternatives like date change with fee or travel credit if available, and confirm the customer's decision.

2. 6

   The system shows no seats, but the customer insists on a specific flight. What do you do?

   Apologize, suggest nearby dates or alternate flights, check for waitlist options, and if needed, escalate to a supervisor for possible exceptions.

3. 7

   A customer's flight is delayed and they miss a connection. How do you assist?

   Reassure the customer, check for the next available flight, rebook without extra charge if airline's fault, and provide information on accommodation or meals if applicable.

4. 8

   A customer is angry about a fare difference after booking. How do you handle it?

   Listen calmly, explain that fares fluctuate, check if any waiver is possible, and offer to review the booking for errors or alternative options.

Behavioural and HR

1. 9

   Tell me about a time you dealt with a difficult customer.

   Use the STAR method: describe the situation, your action (listening, apologizing, finding a solution), and the positive outcome.

2. 10

   Why do you want to work in reservations for a travel company?

   Express interest in travel, customer service, and problem-solving, and mention specific aspects like helping people plan trips or working with global customers.

3. 11

   How do you prioritize tasks when you have multiple customers waiting?

   Explain assessing urgency, handling quick queries first, using hold politely, and keeping customers informed to manage expectations.

4. 12

   Are you comfortable working in rotational shifts, including nights and weekends?

   Answer honestly and positively, showing flexibility and awareness that the travel industry operates 24/7.

Industry and Company Awareness

1. 13

   What do you know about our company and its reservation process?

   Research the airline's routes, fleet, and booking channels, and mention how their reservation system supports customer needs.

2. 14

   What are the current trends in airline reservations?

   Talk about online booking growth, mobile check-in, AI chatbots, and dynamic pricing, and how these affect a reservations executive's role.

3. 15

   How would you handle a customer who wants a refund but the policy does not allow it?

   Explain the policy clearly, show empathy, offer alternatives like travel credit or date change, and escalate if the customer remains unsatisfied.

4. 16

   What is the importance of data accuracy in reservations?

   Highlight that errors can lead to denied boarding, financial loss, and customer dissatisfaction, so double-checking names, dates, and fares is critical.