[Edaily Reporter LEE BAE-WOON ] “You’ve discovered a serious numerical error in a report a colleague submitted to the team leader. The team leader needs to take the report to an executive meeting immediately, and you’re the only one who can correct the error. What will you do?”

This is a “situational interview” question that was actually posed during Eastar Jet’s recent recruitment process for new cabin crew members. There is no set model answer. The purpose is to evaluate how applicants handle unexpected situations, the judgments they make, and the extent to which they consider their colleagues and the organization in the process.

Kang Tae-young, Head of the Human Resources and General Affairs Team at Eastar Jet, whom I met on the 13th at the airline’s headquarters in Magok-dong, Gangseo-gu, Seoul, explained, “We give applicants plenty of time to think about their answers, but we observe whether they remain calm and make logical judgments even under pressure.”

Last March, Eastar Jet became the first airline in Korea to introduce situational interviews for the recruitment of new cabin crew. Team Leader Kang explained the rationale behind the change, saying, “Traditional interviews involved multiple applicants sitting together and answering common questions one after another. However, it was difficult to conclude that simply reciting memorized model answers fluently meant an applicant actually possessed the competence to ensure passenger safety on board.”

Eastar Jet formed a company-wide task force and, with advice from an external recruitment consulting firm, spent a year preparing the new selection process. The core focus is on “how safely and comfortably applicants can care for passengers.” Team Leader Kang stated, “Unexpected situations that flight attendants face—such as turbulence, unruly passengers, and in-flight disturbances—have become more frequent and diverse than in the past,” adding, “We must now redefine flight attendants not merely as service providers but as safety officers.”

The situational response interview is designed to reflect real-world experiences, while minimizing questions that require specialized aviation knowledge. This is based on the belief that the selection process should not favor only those who have graduated from related academic programs or spent a long time preparing at training institutes. Instead, it is structured to naturally reveal a candidate’s response capabilities by adding unexpected variables to situations anyone might encounter in part-time jobs or daily life.

In particular, the ability to appropriately ask colleagues for help and collaborate is a key evaluation factor. This is because, once an aircraft has taken off, it is difficult to receive outside assistance, so the four flight attendants must work together to respond to various unexpected situations that arise on board.

Team Leader Kang emphasized, “We assess whether candidates understand and empathize with others’ situations, make calm judgments even under pressure, and find solutions within the company’s principles and regulations.” He added, “Not only individual competence but also the attitude toward collaborating with colleagues is crucial. No matter how outstanding a person may be, they cannot solve every problem alone.”

The physical fitness test, introduced alongside the situational response interview, also reflects this emphasis on safety capabilities. Eastar Jet evaluates grip strength, balance, core strength, and endurance running to verify that applicants possess the physical abilities necessary for in-flight safety duties. This stems from the belief that cabin crew must protect themselves in an emergency in order to protect passengers.

In addition, Eastar Jet is the only domestic airline to conduct “decibel measurements” to evaluate applicants’ voice volume. Team Leader Kang explained, “When chaos breaks out in the cabin, you cannot speak softly,” adding, “You must give instructions in a loud and firm voice to control passengers and ensure safety.”

Eastar Jet plans to continue refining its situational response interviews while also exploring ways to introduce new hiring methods tailored to the specific job requirements of other on-site positions, such as maintenance.

Team Leader Kang emphasized, “We aim to be a company that constantly questions familiar practices and is the first to try new methods if they offer improvements,” adding, “We will ensure that the ‘Easy Flight’ value—providing passengers with a safe and comfortable flight—is embodied in every aspect of the company, including recruitment.”

He continued, “I hope applicants will naturally showcase their experiences and values rather than simply memorizing set answers,” and advised, “It is important to possess the basic competencies required of a flight attendant and to deeply reflect on why you want to become one before coming to the interview.”