Ticketing & Travel Operations Agent

Role Overview

You will be the go-to person for all airline ticketing transactions, from booking and fare calculation to post-sale changes and refunds. Working within a travel agency environment, your daily focus is on ensuring every ticket is issued accurately, every fare rule is applied correctly, and every client receives clear, professional guidance throughout their journey. Your precision directly protects the agency’s revenue and reputation, as even minor ticketing errors can lead to penalties, audit failures, or dissatisfied travellers.

Key Responsibilities

• Handle the full lifecycle of airline tickets, including issuing new tickets, reissuing changed itineraries, revalidating existing bookings, and processing refunds for both domestic and international flights.
• Create, modify, and cancel reservations in the GDS, reacting quickly to schedule changes, cancellations, and client requests for itinerary adjustments.
• Calculate fares manually and within the system, applying the correct airline tariffs, IATA rules, taxes, and currency conversions to avoid undercharging or overcharging.
• Advise clients on the most suitable routes, airlines, fare conditions, visa and passport requirements, baggage allowances, and other travel policies before they commit to a booking.
• Respond to customer enquiries, resolve complaints related to flight disruptions or ticketing discrepancies, and provide after-sales support such as assisting with name corrections or involuntary changes.
• Keep meticulous records of ticket numbers, invoices, payment reconciliations, and daily sales reports, ensuring every transaction can be traced and audited.
• Work in strict compliance with IATA resolutions, BSP reporting timelines, airline-specific rules, and local Tourism Regulatory Authority requirements, flagging any discrepancies immediately.
• Develop and maintain strong working relationships with corporate clients, airline representatives, and partner agencies to secure better fares and smoother service for travellers.

Requirements & Qualifications

• A Diploma or Degree in Tourism Management, Travel and Hospitality, Tourism Consultancy, or another directly related field.
• A valid and current IATA certification is non-negotiable, as it confirms your understanding of global ticketing standards.
• At least 2–3 years of hands-on experience using Amadeus GDS, or another major reservation system, in a live ticketing environment.
• Proven practical knowledge of airline ticketing workflows, including fare construction, refunds, reissues, exchanges, and BSP settlement processes.
• Solid familiarity with airline tariffs, fare rules, international travel documentation, and common industry regulations.
• Strong customer service instincts, clear written and verbal communication, and the ability to explain complex fare conditions to non-expert travellers.
• High attention to detail, numerical accuracy, and personal integrity when handling payments, passenger data, and confidential booking information.