Key Responsibilities
- Search and recommend suitable domestic and international flights based on clients’ needs and budgets.
- Make and manage flight reservations and issue airline tickets.
- Prepare and modify travel itineraries, including rebooking and rerouting.
- Process flight changes, cancellations, refunds, and ticket exchanges in accordance with airline policies.
- Advise clients on baggage allowances, travel documentation, airport procedures, and airline requirements.
- Monitor flight schedules, delays, cancellations, and other operational changes.
- Provide timely assistance to clients before, during, and after their trips.
- Maintain accurate customer and booking records.
- Liaise with airlines, consolidators, and other travel suppliers when necessary.
- Ensure compliance with airline rules, fare conditions, and company policies.
- Identify opportunities to provide additional travel services such as hotels, transfers, travel insurance, and tours.
- Handle customer complaints professionally and work toward satisfactory resolutions.
- Keep up to date with airline schedules, fare rules, travel regulations, and industry developments.
Performance Indicators
- Accuracy of bookings and ticketing
- Customer satisfaction
- Response and resolution times
Key Skills
- Airline reservation and ticketing
- Customer service
- Itinerary planning
- Fare calculation
- Problem-solving
- Communication and negotiation
- Attention to detail
- Time management
- Travel technology/GDS proficiency
- Sales and relationship management
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