Manchester / Operations

Ticketing Executive

At Travel Counsellors, we care about our customers, communities and our colleagues more than anyone else and that’s what makes us special. For us, relationships trump transactions and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We’ve been changing lives for over 26 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 1,800 global independent travel agents to run successful leisure and corporate travel businesses as part of a company that truly cares and one that has never wavered from its purpose; to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 200 super talented people in our Support Offices to help them create unique, inspiring and exciting experiences for their customers, building lasting personal relationships that brings them back to us, time and time again.

At a glance

A multi skilled executive with experience of IATA airline reservations & ticketing working as part of a successful service-based team responsible for providing support to our home-based Travel Counsellors. Offering excellent knowledge of all air fares with a good geographical awareness to assist with making reservations, recalculating amendments, processing refunds, and the ability to issue and reissue tickets.

Main Duties and Responsibilities

  • Making complex reservations on scheduled airlines for our Travel Counsellors
  • Putting together complex itineraries using manual contracts where required
  • Giving advice on different air fare types & fare rules
  • Awareness of Phenix flights functionality
  • Advising on best routings/airlines
  • Understanding the minimum ground arrangements required for our negotiated ITX fares
  • Giving the applicable codes to ensure extended ticketing time limits achieved
  • Receiving airline communication & distributing where necessary
  • Booking BA groups using BA dropthrough
  • Providing assistance with Galileo entries & supporting our GDS users to use the resource more effectively
  • Advising Travel Counsellors of airline schedule changes & sourcing alternatives
  • Ensuring published and consolidated tickets are issued accurately and efficiently
  • Amending and recalculating voluntary changes according to fare rules
  • Reissuing tickets in the case of voluntary & involuntary changes
  • Building and issuing tickets on group bookings
  • Queue management – understanding ticketing time limits & reading vendor remarks
  • Processing of airline refunds via GDS & BSPlink – awareness of the accuracy required
  • Reviewing & investigation of ADMs received – understanding airline rules & policies to be able to dispute in a timely manner
  • Updating files appropriately

Skills Required

  • Experience of making and amending airline reservations
  • Awareness of BSPlink
  • Admin Studio experience
  • Strong GDS knowledge
  • Ability to understand an airline ticket & be able to recalculate for both reissue & refund
  • Ticketing experience
  • Ability to multitask is essential as it will be a rotating role
  • Good customer service and communication skills
  • Patience and willingness to help others
  • Able to work as part of a team but also comfortable working alone
  • Good problem solver and ability to work under pressure
  • Flexibility towards working hours

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