Vistara Reservations Executive Interview: Rounds, Questions and Preparation

What the job involves

A Reservations Executive handles flight, hotel, or travel bookings by phone, email, or chat, often using a computerised reservation system like Amadeus or Galileo. In an airline such as Vistara, the day involves creating, changing, and cancelling passenger bookings, quoting fares and rules, and coordinating with airport and ticketing teams to resolve issues. The role demands accuracy, speed, and calm customer service, especially during disruptions or peak travel periods.

Role and Technical Knowledge

1. 1

   What is a PNR and what key elements does it contain?

   Mention passenger name, itinerary segments, contact details, ticketing time limit, and fare information. Show you understand that a PNR is the master record for a booking.

2. 2

   What is the difference between an OK status and a waitlist status on a flight segment?

   Explain that OK means confirmed, while waitlist means the passenger is not yet confirmed and may be cleared later. Add that waitlisted tickets have specific rules and deadlines.

3. 3

   What are fare rules and why do they matter in reservations?

   Cover change penalties, refund eligibility, cancellation windows, and advance purchase requirements. Stress that quoting the wrong fare rule can cost the airline or the customer money.

4. 4

   What is an SSR and give two examples?

   Define Special Service Request as a passenger need added to the PNR. Examples include wheelchair assistance, special meals, unaccompanied minor, or extra baggage. Mention that SSRs must be confirmed with the airline.

Practical Scenarios

1. 5

   A customer calls to change a flight date but the new fare is much higher. How do you handle it?

   Show empathy first, then explain the fare difference and change fee clearly. Offer alternative dates or nearby airports if possible, and confirm the new total before proceeding.

2. 6

   A flight is cancelled and you have 10 passengers on hold. What do you do?

   Prioritise rebooking on the next available flight, inform passengers of their rights, and note down each PNR. Mention escalating to a supervisor if rebooking options are limited.

3. 7

   A passenger insists on a refund for a non-refundable ticket. How do you respond?

   Acknowledge the frustration, explain the fare rule politely, and check if any taxes or fees are refundable. Offer alternatives like a credit shell or date change if the airline allows it.

4. 8

   You notice a duplicate booking in the system. What steps do you take?

   Verify the PNRs, check if both are ticketed, and confirm with the passenger which one to keep. Cancel the duplicate according to policy and document the action to avoid no-show issues.

Behavioural and Customer Service

1. 9

   Tell me about a time you dealt with an angry or upset person. How did you handle it?

   Use the STAR method. Highlight listening without interrupting, apologising for the inconvenience, and finding a solution within your authority. End with the outcome and what you learned.

2. 10

   How do you stay accurate when doing repetitive work for long hours?

   Mention checking each PNR twice, using system shortcuts carefully, and taking short breaks to reset focus. Give an example from studies or a part-time job where accuracy mattered.

3. 11

   Describe a time you had to follow a rule you did not personally agree with.

   Show that you understand policies exist for consistency and safety. Explain how you communicated the rule politely and offered the customer any allowed alternatives.

4. 12

   Why do you want to work in reservations for an airline like Vistara?

   Connect your interest in travel, customer service, and structured systems. Mention Vistara's service reputation and how this role builds a foundation in airline operations.

HR and Situational Judgement

1. 13

   This role involves rotational shifts, including nights and weekends. Are you comfortable with that?

   Be honest and positive. If you are flexible, say so and mention any past experience with early or late schedules. If you have constraints, state them clearly but show willingness to adapt.

2. 14

   How would you handle a situation where you do not know the answer to a customer's question?

   Say you would politely put the customer on hold or promise a callback, then check with a supervisor or the airline's help desk. Emphasise that you would never guess or give wrong information.

3. 15

   What would you do if you realised you made a mistake in a booking?

   Show ownership: inform your supervisor immediately, correct the PNR if possible, and contact the passenger if needed. Mention learning from the error to prevent repeats.

4. 16

   Where do you see yourself in two to three years in this role?

   Focus on growing into a senior reservations or ticketing expert, or moving into a team lead or training role. Show commitment to mastering airline systems and customer service first.