Ticketing Executive

About us

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,100+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023 & 2024), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.

At a glance

A versatile and highly skilled executive specialising in IATA airline reservations & ticketing, working as part of a successful service-based team supporting home-based Travel Counsellors. Expert in airfares and equipped with exceptional geographical awareness, enabling efficient management of reservations, ticketing, amendments, reissues, and refunds. Committed to delivering top-tier service as part of a collaborative, results-driven team.

Main Duties and Responsibilities

• Serving as a brand ambassador to provide professional customer service to new and existing Travel Counsellors.
• Guiding Travel Counsellors in adopting innovative tools and workflows to enhance efficiency.
• Actively contributing to team discussions focused on process enhancements and operational improvements.
• Acting as the primary point of contact for in-house system-related queries.
• Supporting Travel Counsellors in securing complex and new scheduled flight bookings
• Managing and making intricate reservations with a keen eye for detail.
• Providing expert advice on airlines, routes, fare types, and fare rules.
• Ensuring the accurate and efficient issuance of published and consolidated tickets.
• Navigating minimum ground arrangements and ticket deadlines for negotiated ITX fares.
• Providing assistance with Galileo entries and technical support to GDS users.
• Handling PNR-related tasks, such as name corrections, seating arrangements, APIS updates, and managing ticket time limits in line with any airline remarks.
• Advising on airline schedule changes and proposing suitable alternatives.
• Recalculating and amending voluntary changes in accordance with fare rules.
• Utilising tools like Rapid Reprice (automated exchange)
• Reissuing tickets in the case of voluntary & involuntary changes.
• Building and issuing tickets for all fare types ,including group bookings.
• Managing cancellations, dividing passengers, and calculating airline refunds.
• Processing refunds via GDS and BSP Link while maintaining high accuracy standards.
• Investigating and disputing Airline Debit Memos (ADMs) promptly and professionally by understanding airline policies.
• Ensuring thorough and accurate file updates.

Skills Required

• Advanced knowledge of Global Distribution Systems (GDS), preferably Galileo.
• Extensive experience with ticketing, including fare construction, issuance, and reissue for all fare categories.
• Proficiency in understanding fare rules and recalculating tickets for reissue and refunds.
• Strong ability to interpret PNR history and airline remarks.
• Awareness of BSP Link and its application in daily operations.
• Exceptional multitasking abilities with a calm and focused approach under pressure.
• Outstanding customer service and communication skills, with a patient and empathetic manner.
• Ability to collaborate effectively in team settings while remaining self-reliant when needed.
• Analytical problem-solver with a flexible approach to working hours and tasks.

Our benefits

• Competitive salary + annual bonus
• Flexible hybrid working
• Career development opportunities
• 25 days holiday (increasing to 28 after 5 years)
• Enhanced Maternity/Paternity pay
• 1 paid charity day
• Company events and incentives
• 3x salary death in service benefit
• Pension scheme
• Private Medical Insurance or Healthcare Cash Plan
• Free breakfast and beverages

Inclusive recruitment statement

Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process. We believe diverse perspectives strengthen our team and encourage all to apply.