Airline Flight Attendant Training MCQs

Airline Flight Attendant Training MCQs

Our experts have gathered these Airline Flight Attendant Training MCQs through research, and we hope that you will be able to see how much knowledge base you have for the subject of Airline Flight Attendant Training by answering these 40 multiple-choice questions.
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1: An irate passenger calls you a highly paid waitress with no intelligence. You would:

A.   Warn him from crossing the limits of social decorum; you are there to serve him, not to take his abuses.

B.   Tackle the issue calmly. You must take pride in your profession and a tasteless remark from an irate passenger should not impact you.

C.   Report the matter to the captain and have the passenger de-boarded at the next stop. Misbehaviour of ill-mannered passengers should never be tolerated.

D.   None of the above. 

2: A customer requests for some information that you think will take a considerable amount of time to procure. Which of the following you must not do in this case?

A.   Tell him clearly that it may take some time and apologize for making him wait.

B.   Offer him a seat and refreshments.

C.   Offer him a discount coupon for his next flight with your airline.

D.   Offer him your phone to make a personal call. 

3: Which of the following is incorrect about cabin crews baggage?

A.   It is advisable to use CREW tags. However, it is not mandatory to do so.

B.   Cabin crew must not offer to carry the hand baggage of any passenger.

C.   The personal baggage of a cabin crew may be up to three travel bags and up to two overnight bags.

D.   None of the above. 

4: Which of the following is to be strictly avoided by the cabin crew while serving passengers?

A.   Chewing gum and not offering it to passengers.

B.   Listening to music on iPod.

C.   Talking to colleagues on some personal issue.

D.   All of the above.

5: A frequent flier is on your flight. You know him very well. You would

A.   Talk to him casually because he is more like a friend now and allows you to talk to him in a casual manner.

B.   Treat him as a first-time passenger so that others do not feel that you are giving someone special treatment.

C.   Acknowledge him as a frequent flier, but do not get too friendly with him, especially in front of other passengers. It is advisable to maintain formality in all situations.

D.   Ask him how he would like to be treated: as a friend, or as a passenger. Then, treat him as per his wish 

6: Which of the following is correct?

A.   Cabin crew members must always maintain a distance of three feet from a passenger; that is any individual's personal space.

B.   Cabin crew members must always maintain a distance of three-and-a-half feet from a passenger; that is any individual's personal space.

C.   Cabin crew members must not be bothered about maintaining any distance as long as the passenger is comfortable.

D.   Cabin crew members must always maintain a dignified distance from a passenger; the inside of an airplane may not offer enough space to always stick to fixed, prescribed distance.

7: Complete the following statement with the most appropriate option.
Sitting or standing at an angle that faces away from a person at the time of a group discussion _________________ 

A.   Seems polite and indicates good manners.

B.   suggests you do not agree with the topic of discussion.

C.   seems rude and conveys that you desire to leave the discussion.

D.   None of the above 

8: While in frontline operations, it is improper to do the following in the presence of customers:

A.   Yawning

B.   Uttering profanities

C.   Talking on phone

D.   Reading a magazine 

9: Elton John, the famous singer who is bestowed with knighthood, is on your flight. How would you address him?

A.   Sir Elton

B.   Sir Elton John

C.   Sir John

D.   Elton Sir

10: Which of the following is true?

A.   Cabin crew must always speak in English and it is perfectly acceptable to expect passengers to understand English.

B.   Cabin crew must be considerate towards passengers who do not understand languages other than their mother tongue.

C.   Cabin crew must first serve those passengers who understand English, as that will save their time. Then, they can spend time building the language bridge with non-English speaking passengers.

D.   Cabin crew must learn the language of the region in which they operate. 

11: Which of the following is false?

A.   A cabin crew member should always appear confident.

B.   A cabin crew member should always maintain a warm, pleasant demeanour.

C.   A cabin crew member's initial response in any situation should be to apologize.

D.   A cabin crew member should never wear any kind of jewellery 

12: Which of the following is correct about smoking etiquette?

A.   Cabin crew must not smoke inside the aircraft.

B.   Cabin crew may smoke during the pre-flight and post-flight briefing.

C.   Cabin crew must not smoke in public while in uniform at hotels.

D.   Cabin crew may smoke in transport car/coach if insisted by a passenger to share a cigarette. 

13: Which of the following may not always be a good thing to do while answering a passenger query?

A.   Use of hand and head gestures.

B.   Change of tone to convey different emotions or moods.

C.   Maintaining a moderate pace of speech.

D.   Maintaining a constant smile.

14: While talking to a passenger:

A.   A cabin crew member must be gentle, formal and speak only as much as is required.

B.   A cabin crew member must be friendly, informal and speak only when asked a question.

C.   A cabin crew member must always carry a smile and rarely speak, allowing the passenger to do all the talking.

D.   A cabin crew member must quickly understand what the passenger is trying to say, and not invest a lot of time engaging in a conversation with them. 

15: If a passenger points out a mistake you made:

A.   Quickly identify who you can blame it on.

B.   Find someone to share the blame.

C.   Admit your mistake, and accept the responsibility for making amends.

D.   Vehemently deny making any mistake and hold your ground. 

16: While staying in hotels or guest houses:

A.   Cabin crew members may cook their own food in the hotel/guest house room/kitchen.

B.   Cabin crew members may hold parties in the hotel/guest house room without creating any nuisance.

C.   Cabin crew members may invite guests to stay overnight in their hotel/guest house room.

D.   None of the above.

17: A passenger asks for a cup of Jamaican coffee and you assure to bring it within 10 minutes. However, you are unable to locate in the pantry the ingredients to prepare this item. What would you do?

A.   Search for it until you find it. He has asked for Jamaican coffee, and you have assured him he will receive it; it is now a matter of pride for your company.

B.   You must honour the deadline of 10 minutes, and not keep him waiting beyond that time period. Therefore, go to him and inform him of the scenario. Ask him if he would like to change his order or wait till you locate the ingredients.

C.   Honour your deadline of 10 minutes. Prepare the next best option available, and deliver it to him within the assured time period. Also inform him that since you could not bring Jamaican coffee, so you brought the next best option. It is not a good idea to

D.   Take some more time to locate the ingredients for the Jamaican coffee. It is not a big deal if 10 minutes are extended by another 5 minutes; he must get what he had asked for 

18: While interacting with colleagues and subordinates:

A.   Always point out their mistakes publicly; a sense of public shame ensures that a mistake is never repeated.

B.   Always point out when somebody has provided superior customer service; nothing encourages as praise in public.

C.   Praise them in private for good work but always point out their mistakes in public.

D.   Make a note of their positive and negative points and share with them in a private moment 

19: After you greet a customer

A.   Pause for his response.

B.   Move on to greet the next passenger.

C.   Offer your hand for a shake.

D.   Ask his name and tell yours. 

20: Which of the following adjectives does not define a good flight attendant?

A.   Convivial

B.   Tolerant

C.   Patient

D.   Snooty

21: The requisite etiquette for cabin crew members entail that in order to render superior customer service, cabin crew:

A.   Must be reliable and dependable.

B.   Must be knowledgeable about the company's rules and systems.

C.   Must strictly stay away from health hazards such as smoking and consuming alcohol.

D.   Must be empathetic towards customers.

22: A passenger complains of a gravy stain on his seat. You know it is because before he boarded the plane, that seat was occupied by a child with limited table manners. You would:


A.   Honestly put the blame on the previous passenger. After all, you are not responsible for the table manners, or the lack of them, of passengers.

B.   Offer him a change of seat.

C.   Apologize and have the stain removed. In a joking manner you would also inform him that it was done by the previous passenger.

D.   None of the above. 

23: A passenger who is unable to fasten his seat belt:

A.   Needs to call you if he wants any assistance.

B.   Needs to face the ordeal for a while so that when you go to help him, he appreciates your work and does not treat you as just a well-paid waitress.

C.   Need not wait to call you; you must go to help him if you think he needs your help.

D.   Must be encouraged to seek help from his co-passengers; there will be many such inefficient passengers in the plane, and you cannot go spoon-feeding all of them 

24: A passenger has been ogling at one of your colleagues, and after a few drink he passes a lewd comment at her. You would

A.   Give such a public scolding to the passenger that he gets the lesson of his life.

B.   Not lose your temper or use offensive language.

C.   Ask you colleague to give him a public scolding and support her while she is doing so.

D.   Ignore it; such things are part-and-parcel of a cabin crew member's professional life. 

25: During night stops:

A.   Cabin crew members may be attired in whatever manner they prefer, provided it is within the range of decency.

B.   Cabin crew members are not allowed to wear shorts, mini-skirts and patched jeans.

C.   Cabin crew members should not wear clothes with suggestive slogans.

D.   Cabin crew members must exercise utmost discretion in their choice of clothes 

26: A famous judge of your country supreme court is on your flight. His name is A. K. Roy. You would address him as:

A.   Sir Justice Roy

B.   Mr Roy

C.   Justice Roy

D.   Mr Justice Roy 

27: You are required to send a customer to another service point/department. You would:

A.   Give directions to that service point/department.

B.   Tell him what he should say at the next service point/department and the name of the person he should meet there.

C.   Personally accompany him to that service point/department and introduce him to the person who would handle his issue.

D.   Call a representative from that service point/department to your counter and have the customer's issue resolved there itself. 

28: Which of the following is/are correct?

A.   Etiquette is a by-product of a cultured upbringing; poor families cannot give proper etiquette to their children, and hence such children cannot become good cabin crew.

B.   Proper etiquette demands of a cabin crew member to maintain composure under all situations.

C.   Etiquette should not stop a cabin crew member from giving a stern, almost bullying response to an over-active child who is unnecessarily and repeatedly pressing a call-button.

D.   Once in a while it is acceptable if a cabin crew member loses calm; after all, they are only human beings who work under trying circumstances. 

29: State whether true or false.
Female flight attendants should always wear a nice, strong perfume.

A.   True

B.   False

30: Which of the following is correct about alcohol consumption?

A.   Cabin crew must not consume alcohol during duty.

B.   Cabin crew must not consume alcohol within 12 hours of boarding a standard flight.

C.   Alcohol consumption is allowed 12 to 6 hours before a standard flight if the quantity consumed is under 60 ml.

D.   Alcohol consumption is allowed during flight in case of panic attacks. 

31: A passenger complains about poor air-conditioning in the airplane. You know there is nothing wrong with the air-conditioning because other passengers are comfortable in their seats. What would you do?

A.   Pretend to listen to him until he has released his frustration. Then, with a smile ask him if you can bring him something to eat or drink.

B.   No matter how silly his complaint, do not ignore it. Listen to it with total sincerity.

C.   You cannot invest your energy in handling silly complaints. Convince him, with tact and politeness, that he is mistaken in his observation.

D.   You have a plane-full of passengers to take care of, and it is not sensible to waste time on a silly customer. Ask one of your juniors to handle the issue; as it is, the issue will be resolved with an apology and a free drink 

32: When a customer comes to you with a query:

A.   Your mind should be occupied only with handling his issue.

B.   Your body should appear balanced to him.

C.   You must quickly identify the shortest route to get rid of his query.

D.   Quickly direct him to the inquiry counter 

33: While engaging in a conversation with a passenger:

A.   Try to keep the conversation short and precise; you are there to ensure he has a comfortable flight and not be a conversational partner for him.

B.   Ask relevant question; this will help you know exactly what he wants and give him the sense that you are serious about assisting him.

C.   Listen intently to what he says; careful listening leads to effective solution to issues and creates a positive environment.

D.   Smile and maintain eye contact; it does not matter if you are listening or not. As it is, most often passengers themselves do not know what they want. 

34: While offering assistance to a customer:

A.   Make only those assurances that you can deliver.

B.   Give an assurance for all his concerns. Do not say no to any of his concerns. Then quickly find out the people/departments who can deal with his concerns.

C.   Tell him that you can try to assist him but cannot make any promises.

D.   None of the above.

35: A customer complains about the poor quality of salad offered to him in lunch. As a cabin crew member you would:

A.   Sincerely listen to him as if he were a personal friend.

B.   Inform him that catering is a third-party activity, and he can lodge a complaint with the caterer.

C.   Ensure you protect the reputation of your company by not letting him speak much for others to listen. You would quickly replace his plate for food, and give him extra serving of his preferred item. Any customer can be satisfied with a pretty smile and ext

D.   Quickly bring out the actor in you. You have been trained to smile and present a compassionate face; use these skills and make him believe you are interested in his concern. Then, offer him a replacement of salad. 

36: Which of the following is true for the cabin crew?

A.   Politeness is an essential quality of the cabin crew.

B.   Politeness may be discarded while dealing with a ill-mannered passenger.

C.   A cabin crew member should be very friendly with passengers, cracking jokes with them and sharing their food.

D.   A good cabin crew member should hardly speak, and manage most of his/her work with a smile.

37: Customer care, as a service, is:

A.   Totally intangible.

B.   Partially intangible.

C.   Partially tangible.

D.   Capable of being made totally tangible. 

38: As a professional flight attendant, which of the following would you mark as an incorrect statement regarding a customer?

A.   For an airline a customer is the sole purpose of its existence.

B.   A customer and an airline depend equally on each other.

C.   A customer is the most important person for an airline, whether in person, on telephone or online.

D.   None of the above 

39: Referring to a customer by his/her name

A.   Should be strictly avoided; they have paid for their ticket and should be addressed as sir and ma'am, only.

B.   Is a good idea because people like to be recognized and this creates a sense of loyalty.

C.   Is fine if the customer is the same age or younger than the flight attendant attending them. Elders must always be addressed as sir or ma'am.

D.   Should be avoided unless the customer himself/herself says that s/he would like to be referred to by his/her name.  

40: Which of the following statements is incorrect?

A.   As a senior member of the cabin crew, one must occasionally scold an errant junior to maintain supremacy.

B.   Greet everyone with a smile, but do not get too friendly with your passengers.

C.   Avoid touching a wheelchair-bound passenger's wheelchair while talking to them.

D.   Make use of gestures to convey your meaning if there is a language barrier.