Key Responsibilities
1. Flight Booking & Ticketing
- Handle domestic and international flight bookings through GDS, airline portals and other booking platforms.
- Search and compare fares, schedules, availability and applicable fare rules.
- Make reservations and issue tickets accurately within defined timelines.
- Handle PNR creation, ticket issuance, cancellations, rebooking and amendments.
- Ensure correct passenger details, fare basis, baggage allowance and other ticketing information.
2. Reissue, Cancellation & Refunds
- Process ticket cancellations, refunds and reissues as per airline fare rules.
- Handle schedule changes, flight cancellations and involuntary changes.
- Calculate applicable cancellation charges, reissue fees and fare differences.
- Coordinate with airlines, consolidators and suppliers for refund follow-ups.
- Maintain accurate records of pending refunds and outstanding cases.
3. B2B Travel Agent & Corporate Support
- Provide ticketing and reservation support to Zourney's travel agent and corporate customers.
- Respond quickly to booking and ticketing requests received through phone, email and internal platforms.
- Support travel agents with fare rules, baggage information, seat availability and ticketing deadlines.
- Coordinate with the sales and account management teams to resolve customer issues.
4. Airline & Supplier Coordination
- Coordinate with airlines, consolidators, GDS providers and other travel suppliers.
- Resolve ticketing failures, payment issues, booking errors and schedule-change cases.
- Track airline notifications and operational updates that may impact customer bookings.
5. Operational Excellence
- Ensure zero/minimal errors in passenger names, travel dates, sectors, fares and ticket details.
- Maintain proper documentation for all bookings and transactions.
- Follow Zourney's SOPs for booking, ticketing, cancellation, refund and escalation processes.
- Maintain daily MIS for bookings, cancellations, refunds and pending cases.
- Ensure all bookings are completed within agreed SLA/TAT.
Required Skills & Experience
- 5 - 10 years of experience in airline ticketing, travel reservations or B2B travel operations.
- Strong knowledge of domestic and international air ticketing.
- Hands-on experience with Amadeus / Galileo / Sabre or equivalent GDS platforms.
- Good understanding of airline fare rules, baggage policies, cancellation and refund rules.
- Experience handling reissues, refunds and schedule changes.
- Strong knowledge of Indian and international airline processes.
- Good communication skills in English and Hindi.
- Strong attention to detail and numerical accuracy.
- Ability to work under pressure and handle multiple booking requests simultaneously.
- Good email, Excel and computer skills.
Preferred Qualifications
- Experience in a B2B travel agency, travel management company, OTA, consolidator or travel-tech company.
- Experience handling corporate travel bookings.
- Knowledge of NDC and airline direct-connect platforms.
- Experience with international itineraries and complex multi-sector bookings.
- Familiarity with major domestic and international airlines.
