Customer Service Agent applicants have rated the interview process at American Airlines with 2.6 out of 5 (where 5 is the highest level of difficulty) and assessed their interview experience as 71% positive. To compare, the company-average is 73.8% positive. This is according to Glassdoor user ratings.
Candidates applying for Customer Service Agent roles take an average of 38 days to get hired, when considering 52 user submitted interviews for this role. To compare, the hiring process at American Airlines overall takes an average of 52 days.
Common stages of the interview process at American Airlines as a Customer Service Agent according to 52 Glassdoor interviews include:
Group panel interview: 23%
Drug test: 15%
Background check: 15%
Skills test: 13%
Personality test: 10%
Presentation: 6%
Phone interview: 6%
One on one interview: 6%
IQ intelligence test: 4%
Other: 1%
Here are the most commonly searched roles for interview reports -
I applied online. The process took 2 weeks. I interviewed at American Airlines (Irving, TX) in Feb 2022
Interview
I applied for this position Feb 3rd, got an e-mail for an in-person interview appointment on Feb 14, and the actual interview on Feb 18. Was very easy throughout the whole process, the interview itself included 5 people (including me) but could be up to 8, there was a Supervisor and Manager. We introduced ourselves (name, work history, why you want to apply to AA), then asked if our schedules were flexible, finally moving onto the 2 big questions that I provided down below. The interview itself was about 30-40 minutes. Only one person in my group got a preliminary offer, but they said it’s not the end of the tunnel and to wait for an e-mail for a follow-up which is what I’m waiting for. Will update once received.
Interview questions [2]
Question 1
Tell us about a time where you had to fix someone else’s mistake, what did you do to correct it? What was the end result?
Sometimes people are uncooperative, tell us about a time when a customer refused to do what you asked them to do, how did you proceed, and what was the end result?
In person, they gave a presentation, then they make sure you’re fine with the pay and job duties, but then to my surprise they didn’t ask many situational questions, only 3, so it wasn’t too hard.
Interview questions [1]
Question 1
Describe a time you worked with a supervisor you didn’t get along with, and how did you get by?
I applied online. I interviewed at American Airlines (Los Angeles, CA) in Feb 2026
Interview
February 10th - Applied Online
February 12 - got an email to schedule an interview
February 19th - onsite group interview
The interview was a 5-10 minute presentation, and then they broke us into groups. They first ask operational questions like, can you work weekends, nights, holidays, etc.? " Then, they only ask 3 questions. I got the offer, and we did the onboarding. If you are clean and you move fast on your pre-hire process, your clearances should come in 3-4 days. But getting a start date takes a while because they wait for everyone to clear the onboarding and background check.
Interview questions [1]
Question 1
Tell me when you had to work with a bad supervisor and how you managed it?
I applied online. The process took 2 weeks. I interviewed at American Airlines (Los Angeles, CA)
Interview
The interview was friendly and quick. The interviewer posed a few customer service-related questions and inquired about our motivation for joining American. You go through an extensive background check after you accept a position.
Interview questions [1]
Question 1
Why do you want to be a customer service agent? Why do you want to work for AA?