Full job description

Job Summary

We are seeking a detail-oriented and customer-focused Reservation & Ticketing Agent to join our travel agency team. The successful candidate will be responsible for handling flight reservations, ticket issuance, reissues, refunds, and travel-related customer service while ensuring compliance with airline policies and industry regulations.

Key Responsibilities

Flight Reservations & Ticketing

• Book, issue, reissue, and cancel domestic and international flight tickets.
• Handle flight reservations through GDS systems such as Amadeus, Sabre, or Travelport Galileo.
• Process ticket exchanges, refunds, voids, and fare recalculations.
• Monitor airline schedule changes and inform customers of updates.
• Ensure compliance with airline fare rules, baggage policies, and ticketing procedures.
• Calculate and quote airfares, taxes, and service fees accurately.
• Manage group bookings and special travel requests.

Customer Service

• Assist clients with travel inquiries via phone, email, and in person.
• Provide professional advice on flight options, routes, connections, and travel requirements.
• Resolve customer complaints and ticketing issues efficiently.
• Maintain high standards of customer satisfaction and service quality.

Travel Documentation & Compliance

• Verify passport validity, visa requirements, and travel restrictions.
• Advise customers on airline check-in requirements and baggage allowances.
• Ensure all bookings comply with airline regulations and company policies.
• Maintain accurate customer records and booking documentation.

Administrative Duties

• Prepare daily sales and ticketing reports.
• Reconcile issued tickets and financial transactions.
• Coordinate with airlines, consolidators, and suppliers regarding reservations and ticketing matters.
• Keep updated on airline promotions, fare changes, and industry developments.

Requirements

Education & Experience

• Diploma or Bachelor’s degree in Tourism, Travel, Hospitality, Business Administration, or related field.
• Minimum 2–5 years of experience in airline reservation and ticketing within a travel agency or airline environment.
• Experience handling both domestic and international travel bookings.

Technical Skills

• Proficiency in at least one GDS system:
• Amadeus
• Sabre
• Travelport Galileo
• Strong knowledge of:
• Flight reservations and ticket issuance
• Fare construction and pricing
• Reissues, exchanges, refunds, and EMDs
• BSP procedures and airline ticketing regulations
• Airline fare rules and baggage policies
• IATA standards and travel industry practices
• Proficiency in Microsoft Office applications.

Skills & Competencies

• Excellent communication and customer service skills.
• Strong attention to detail and accuracy.
• Ability to work under pressure and meet deadlines.
• Problem-solving and conflict-resolution skills.
• Strong organizational and multitasking abilities.
• Professional appearance and attitude.

Preferred Qualifications

• Certification in airline reservation and ticketing.
• Knowledge of BSP reporting and reconciliation.
• Experience with corporate travel accounts.
• Familiarity with visa and travel insurance procedures.
• IATA/UFTAA certification is an advantage.

Pay: From AED3,000.00 per month

Work Location: In person