The Role
Manage end-to-end SOTO and offshore international air ticketing through Sabre GDS. Responsibilities include creating and modifying complex PNRs, issuing and exchanging tickets, processing refunds and schedule changes, calculating fares and penalties, coordinating with airlines and consolidators, monitoring queues, ensuring BSP and airline policy compliance, preparing MIS reports, and resolving cases within SLAs.
Summary Generated by Built In
About Tripjack
TripJack: The trusted tech platform for over 60,000+ travel agents across India!
TripJack’s integrated platform offers content from 750+ airlines and 2 million+ hotels, along with services across corporate travel, travel assistance and insurance, rail, and marine segments. With a superior technology platform, seamless pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking and management experience for our agent partners.
With over 35 years of combined travel experience, TripJack’s founders have always prioritised the needs of travel agent partners. Our goal is to empower partners with state-of-the-art technology that enables them to efficiently manage their businesses with minimal assistance. With a strong focus on supply, technology, and customer service, TripJack has become the preferred one-stop solution for travel agents seeking reliable, convenient, and efficient solutions for their clients.
Role: Team Leader - SOTO / Offshore
Location: Lower Parel, Mumbai
Experience: 10+ years
Education: Graduate
Job Summary:
We are looking for a Team Leader – International Ticketing (SOTO) to manage end-to-end international ticketing operations, including ticket issuance, reissues, refunds, exchanges, and schedule changes through Sabre GDS. The ideal candidate should have strong knowledge of airline fare rules, BSP processes, and international ticketing, with the ability to handle complex itineraries while ensuring accuracy, compliance, and excellent service delivery.
Job Responsibilities:
- Handle end-to-end SOTO (Sold Outside, Ticketed Outside) and offshore international air ticketing through Sabre GDS.
- Create, modify, and manage complex international PNRs for one-way, round-trip, multi-city, and open-jaw itineraries.
- Issue, reissue, revalidate, and exchange international tickets in accordance with airline fare rules.
- Process voluntary and involuntary changes, including schedule changes, flight cancellations, rerouting, and airline operational disruptions.
- Verify fare rules, routing restrictions, ticket validity, baggage policies, and minimum/maximum stay requirements.
- Calculate fare differences, additional collections, taxes, penalties, residual values, and applicable service charges accurately.
- Coordinate with airlines, consolidators, and support teams for waivers, approvals, and ticketing exceptions.
- Handle ticket cancellations and refund requests in line with airline policies.
- Monitor airline queues, schedule change queues, and pending ticketing cases to ensure timely closure.
- Provide timely updates to travel agents regarding ticket status, airline advisories, and itinerary changes.
- Ensure compliance with airline policies, BSP regulations, ADM prevention guidelines, and company SOPs.
- Maintain accurate documentation and prepare operational MIS reports.
- Work closely with customer support, operations, and airline teams to resolve complex ticketing cases within SLA.
Required Skills & Qualifications:
- 7+ years of experience in International Air Ticketing, preferably in SOTO/Offshore ticketing.
- Strong hands-on experience in Sabre GDS (mandatory).
- Good knowledge of international fare construction, routing, IATA fare rules, taxes, and ticketing procedures.
- Experience in ticket issuance, reissues, exchanges, refunds, and schedule change management.
- Strong understanding of airline policies, ADM prevention, and BSP processes.
- Ability to handle complex international itineraries across multiple airlines.
- Excellent analytical, problem-solving, and fare calculation skills.
- Strong communication and coordination abilities.
- Ability to work in a fast-paced environment while meeting defined TATs and SLAs.
- Proficiency in Microsoft Excel and MS Office.
Skills Required
- Graduate degree
- 7+ years of experience in international air ticketing, preferably SOTO or offshore ticketing
- Hands-on experience with Sabre GDS
- Knowledge of international fare construction, routing, IATA fare rules, taxes, and ticketing procedures
- Experience with ticket issuance, reissues, exchanges, refunds, and schedule change management
- Understanding of airline policies, ADM prevention, and BSP processes
- Ability to handle complex international itineraries across multiple airlines
- Analytical, problem-solving, and fare calculation skills
- Strong communication and coordination abilities
- Ability to work in a fast-paced environment while meeting TATs and SLAs
- Proficiency in Microsoft Excel and MS Office
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The Company
What We Do
TripJack is a B2B travel technology platform that helps travel agents and businesses manage travel sales and operations. Its integrated system provides access to flights, hotels, cabs, visas, insurance and trains, alongside search, booking, servicing and API tools. The platform connects users with broad airline and hotel inventory and supports scalable, competitively priced travel solutions across India and multiple countries.
