Sales & Ticketing Agent

Role Overview

This role sits at the front line of a low-cost airline’s station sales operation, combining direct customer service with a clear commercial focus. Working under the guidance of the Sales Supervisor, you will be the go-to person for passengers needing flight bookings, fare advice, and ticketing changes, while also actively driving revenue through upselling and cross-selling. Your accuracy, speed, and professionalism directly influence daily sales results, customer satisfaction, and the airline’s reputation in the market.

Key Responsibilities

• Proactively quote the best available fares for customers, confirm price accuracy, and collect payments securely to maintain revenue integrity.
• Meet and exceed personal and station sales targets by identifying opportunities to upsell baggage, seats, and other ancillary products.
• Support both new and returning customers by explaining flight schedules, fare conditions, promotions, and travel documentation requirements.
• Handle booking requests, cancellations, refunds, and reissues promptly, ensuring every transaction is processed correctly and within airline policy.
• Listen to customer complaints and feedback with patience, resolve issues quickly wherever possible, and escalate serious concerns following the correct procedure.
• Reconcile daily sales returns, prepare accurate reports, and keep reservation error rates to an absolute minimum.
• Coordinate with airport operations, reservations, and other internal teams to prevent service gaps and enhance the end-to-end passenger experience.
• Protect company assets at the sales office, follow health and safety rules, and contribute ideas that improve customer experience or operational efficiency.

Requirements & Qualifications

• Minimum of a Diploma in Travel and Tourism, or a related discipline; a IATA/UFTAA Foundation or Consultant Level certificate is an advantage.
• At least one year of hands-on experience in airline or travel agency fares and ticketing.
• Strong numerical skills with the ability to handle cash, process payments, and reconcile daily sales without errors.
• Excellent verbal and written communication skills, with a customer-first approach even during peak pressure.
• Working knowledge of airline reservation systems, fare rules, and standard ticketing procedures.
• Demonstrated ability to multitask, prioritise tasks, and meet sales targets in a fast-paced environment.
• Commitment to ongoing learning, including participation in internal training and industry development programs.