The Role
Handle customer inquiries across phone, email, and chat for flight bookings, ticket changes, cancellations, refunds, and disruptions. Coordinate with airlines, GDS, and internal teams, follow fare rules and SOPs, document cases, and meet quality, productivity, and turnaround benchmarks to maintain high customer satisfaction.
Summary Generated by Built In
Key Responsibilities
- Handle customer queries via calls, emails, and chat related to flight bookings, fares, schedules and airline policies
- Assist customers with ticket issuance, reissuance, cancellations, refunds, and date changes
- Provide support for schedule changes, flight disruptions, and airline irregular operations (IRROPS)
- Coordinate with airlines, GDS systems, and internal teams to resolve customer issues efficiently
- Ensure accurate documentation and timely follow-ups on customer cases
- Adhere to airline fare rules, SOPs, and compliance guidelines
- Maintain high levels of customer satisfaction through professional communication
- Meet defined quality, productivity, and TAT benchmarks
Requirements
- Graduate in any discipline (Travel & Tourism preferred)
- 1–3 years of experience in travel customer support or airline operations
- Working knowledge of GDS systems (Amadeus / Galileo / Sabre)
- Experience with B2C or B2B travel clients is an added advantage
Skills Required
- Graduate in any discipline
- Travel & Tourism qualification
- 1-3 years experience in travel customer support or airline operations
- Working knowledge of GDS systems (Amadeus/Galileo/Sabre)
- Experience with B2C or B2B travel clients
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The Company
What We Do
Travelwings.com is a Dubai-based, privately owned leading online travel agency with over 25 years of experience in the travel and hospitality domain. The company is driven by the vision to be the world's most recognized and trusted travel management company, offering unique and well-priced travel services, including flights, hotels, and holiday packages, to create unforgettable memories for its global customers.
