cabin crew - role play


Employers are keen to see how you respond in real-life scenarios and role-plays are a great way to do this. What they do is simulate a situation you are likely to find yourself in if you got the job.

Example possible scenarios are:

  • Dealing with an angry passenger
  • Responding to a passenger enquiry
  • Multi-tasking where there are lots of demands
  • Sharing tasks with team members

You won’t just be thrown in the deep end, what you need to do will be explained beforehand and you will have some time to read through instructions and think about how you will handle the situation. You will need to think on your feet so do expect to feel a bit anxious, its natural when you are under pressure and your assessors will take this into account. However, how you handle your nerves is likely to be something you will be evaluated on so try not to let any anxiety get the better of you.

The other person or people in the role-play will either be actors or airline personnel (often assessors). Don’t worry, once you throw yourself into the scenario you will almost start believing they are the ‘character’ they are playing!

The role-players will have a script or guidelines to follow but this won’t be obvious to you. What the script will do is encourage you to respond to certain things they say or do. How you do this will determine how well you are rated. For example, if the role-play involves you handling a difficult passenger, if you get aggressive or confrontational you will be marked down. If you handle them firmly but diplomatically you will be scored positively.

It’s worth bearing in mind that there are likely to be several skill areas that you will be assessed on, so don’t worry if you feel like you haven’t done well in one area. There is always scope to make it up in others. Candidates rarely score well in all aspects on any assessment; it is your mix of skills that the selection team are interested in.

Role-plays assess you on things that are important factors for doing the job, like how you gather information, react, cooperate or handle others, identify key facts, resolve problems, come up with plans, show honesty, share your ideas, communicate instructions, listen, manage your time, deal with difficult people, stay calm, tackle challenges ….and so on!

The role-play will test you on skills you need to have to be an effective cabin crew member. It’s important for you and your employers to know if you have what it takes and that’s what a role-play is all about- real life style!

It is most likely that the scenario will be set in a ‘cabin crew’ environment. Sometimes assessment tests are set in a different context. This is to make it fair to everyone, irrespective of whether they have cabin crew experience already. If this is the case, don’t be thrown off track; the scenario might look a little different but the skills you are being tested on will be the same. You will be told what the scenario is before you start!


For some airlines you need to pass the first session of the assessment day (the morning) to progress to the second part in the afternoon.


Next Page: Group Exercise

A big part of being cabin crew is about being a good team player, so expect to be assessed on this at your assessment day. A good way of seeing how you work with others under…