About OnArrival
OnArrival powers the travel stack inside leading banks, fintechs, and consumer apps across India, the Middle East, and Southeast Asia. Millions of users book flights, hotels, and soon buses, trains & activities through our embedded travel micro-app.
Even though our integrations are enterprise-facing, the customer journeys are pure consumer travel refunds, cancellations, itinerary changes, IRROPS, hotel no-shows, and all the unpredictability of the travel industry.
Your role is to deliver fast, accurate, empathetic support to ensure these journeys run smoothly.
Role Overview
We are looking for a hands-on, detail-oriented individual contributor with 1-3 years of experience in travel customer support.
You will personally handle real travel escalations, respond on chat and email, and coordinate with partners and internal teams to resolve issues quickly.
This is not a managerial role this is frontline, high-ownership support, ideal for someone who knows travel operations end-to-end and wants to grow into a senior CX role over time.
What you will own
Handle Day-to-Day Travel Support
- Respond to users via chat and email; occasional outbound calls when clarityis needed.
- Resolve end-to-end support queries for flights + hotels.
- Ensure accuracy in refunds, cancellations, rebooking, and supplier-related issues.
Manage Travel Escalations (IC Level)
- Take ownership of escalations assigned by the team lead or partners.
- Solve cases involving fare rules, refund disputes, hotel failures, bookingerrors, payment issues, or confirmation delays.
- Communicate clearly and professionally with customers and enterprise partners.
Ensure High CX Quality
- Follow SOPs accurately and consistently.
- Understand DGCA rules, fare structures, and common LCC/airline behaviours.
- Maintain high quality in written communication (grammar, clarity, tone, policy-aligned responses).
Maintain Operational Discipline
- Work in shift-based rotations as part of our 24/7 support model.
- Manage queue hygiene, update tickets properly, and follow handoverprotocols.
- Escalate blockers, unusual patterns, or systemic issues to the Team Lead.
Knowledge & Process Contribution
- Keep documentation updated when processes change.
- Provide feedback on common issues to help improve SOPs.
- Share learnings from difficult cases with the broader team.
What great looks like
- Fast, accurate, and empathetic responses.
- Escalations handled cleanly without repeated back-and-forth.
- Zero information gaps your responses inspire confidence.
- High CSAT and strong partner trust in your delivery.
- Tickets are properly documented, traceable, and audit-ready.
- You consistently follow travel rules, fare logic, and SOPs.
Who you are
Must-Have Travel Experience
You have spent 1-3 years in travel customer support in roles such as:
- OTA support
- Airline support desk
- Hotel booking support
- Travel marketplaceGDS/LCC support workflows
- Meta-search support
You understand:
- PNRs
- fare rules
- cancellations/refunds
- rebooking
- hotel confirmation logic
- supplier-side delays
- LCC quirks
You bring
- Strong written communication (most work is chat/email).
- Calm, structured thinking under pressure.
- High attention to detail (critical for travel accuracy).
- Comfort with shift-based schedules (24/7 rotation).
- Professional, empathetic customer handling.
Minimum Requirements
- 1-3 years in travel customer support (mandatory).
- Strong communication: grammar, clarity, tone.
- Ability to interpret fare rules, refund policies, and airline/hotel guidelines.
- Hands-on experience with travel CRMs or GDS tools is a plus.
- Comfortable working hybrid from Pune.
- Comfortable with outbound calls when required.
Nice to Have
- Experience using AI tools for summarisation or ticket drafting.
- Exposure to Freshdesk, Zendesk, or similar CRMs.
