TH1802

Name: ALYSSA R. VELASCO Date: 10/13/2021

APTITUDE TEST

Situational Judgment: Select which response is appropriate per situation.

SCENARIO

You are an airline employee assigned at the boarding gates. As a boarding gate agent, you are
responsible for the overall boarding procedures such as making sure that the passengers aboard the
aircraft in an organized manner and answering flight queries from the passengers.

Situation 1

A man approaches the boarding gate and starts to complain that he was left behind because he heard no
announcement that the flight was already on its final boarding. Upon checking his boarding pass, you notice
that he is not in your passenger list and is supposed to fly with another airline.

Responses:

A.) Ask the passenger to wait and inform him that you will call your supervisor to assist him. He will be
compensated with food and beverage and will be included in your flight or the next flight in case the
current flight schedule is full.
B.) Tell him that he is in the wrong boarding gate and he should approach an agent from the airline he
was supposed to fly with.
C.) Empathize and inform him that his flight is with another airline and assist the passenger by calling an
agent from the other airline. Properly endorse the passenger to the agent by briefing the agent with
the situation.
D.) Ignore him as dealing with him is not part of your job.

Situation 2

While boarding, a passenger in your flight who looked like a first-time flyer approached you and said that he
lost his boarding pass. This is his first time flying, and he doesn’t know what to do.

A.) Ask your co-agent to assist the passenger with reprinting the boarding pass and in the boarding
procedure.
B.) Ask for the passenger’s ID to double check if he is in the passenger list and offer to reprint his boarding
pass and assist him as well step by step when boarding the aircraft.
C.) Reprint the passenger’s boarding pass and inform him that the boarding pass should be kept at all
times.
D.) Inform the passenger that he will be attended to later, but he has to line up first in order not to
disrupt the flow of the boarding process.

03 Activity 1 *Property of STI

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 TH1802

Situation 3

While still waiting for the opening of boarding gates, a woman approached you and asked for a favor if the
flight can be delayed because her husband is stuck in traffic on the way to the airport. She said that her
husband will be attending an important business meeting and must make it to the flight.

A.) Call your supervisor and ask if they can consider the passenger’s appeal to delay the flight to
accommodate her husband since he has an important business meeting to attend.
B.) Sincerely apologize and proceed to inform the passenger that the flight cannot be delayed.
C.) Advise the passenger to stand by, wait for the flight announcement regarding any delays, and inform
her husband that he can rebook his ticket for the next flight in case he cannot make the flight.
D.) Calmly inform the passenger that the flight cannot be delayed unless there are technical issues. Also,
offer your assistance by notifying the check-in agents regarding her husband’s situation and asking
them to make the check-in process as quickly as possible.

03 Activity 1 *Property of STI

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