Team Lead GDS Ticketing Operations

Company Description

Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo (Le Travenues Technology Limited) is a technology company focused on empowering Indian travellers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travellers in making smarter travel decisions by leveraging artificial intelligence. The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, and cabs, and provide travel utility tools and services developed using in-house proprietary algorithms and crowd-sourced information. With over 54 crore Annual Active Users in Fiscal 2025, ixigo is the leading OTA for Next Billion Users in India. For more information, please visit http://www.ixigo.com

Department: Travel Operations / GDS

Experience: Minimum 5 Years

Qualification: Bachelor's Degree in any discipline

Job Summary

The Team Lead - GDS Ticketing Operations is responsible for managing day-to-day airline ticketing operations, ensuring adherence to operational SLAs, productivity targets, quality standards, and airline ticketing policies. The role involves leading a team of ticketing executives, providing expert support for complex ticketing scenarios, monitoring GDS queues, and ensuring accurate processing of bookings, ticket issuance, exchanges, reissuance, refunds, cancellations and schedule changes across Amadeus, Galileo and Verteil platforms.

The role also involves investigating and resolving Airline Debit Memos (ADMs), conducting root cause analysis, coaching team members, managing escalations, and identifying opportunities for process improvement to enhance operational efficiency, compliance, and customer experience.

Key Responsibilities

• Managing day-to-day GDS ticketing operations and ensure timely and accurate processing of bookings, ticket issuance, reissuance, refunds and schedule changes.
• Provide expert guidance/support the team on complex ticketing scenarios involving fare calculations, fare rules, penalties and airline-specific policies.
• Ensure adherence to SOPs, BSP guidelines, airline policies and ticketing compliance requirements.
• Monitor daily productivity, quality scores, turnaround times, backlog and SLA adherence.
• Conduct performance reviews, provide constructive feedback and identify training and development needs.
• Coach team members on ticketing best practices, fare rules, GDS workflows, and error prevention.
• Prioritize high-risk, time-sensitive and complex cases to minimize financial exposure and customer impact.
• Handle escalations from team members and customer-facing teams, ensuring timely resolution in line with defined SOPs.
• Investigate and validate ADMs raised by airlines for ticketing errors and other ticketing-related violations.
• Drive process improvement projects using data and operational insights.

Qualifications and Skill Set Requirements:

• Bachelor's degree in any discipline.

• 5+ years of experience in Airline Ticketing, OTA Operations.

• Minimum 1 year of experience in a Team Lead role.

• Strong expertise in Amadeus and Galileo GDS.

• Hands-on experience with fare rules, ticket exchanges, refunds and schedule changes.

• Good understanding of BSP, ADM management and queues.

• Ability to manage high-volume BAU operations, meet SLAs, and work independently in a 24×7 rotational shift environment.