We are hiring a GDS Ticketing Specialist responsible for end-to-end ticket issuance and complex post-ticketing transactions using Amadeus. This role owns reissuance, refunds, EMDs, and queue management, ensuring accuracy, compliance with airline fare rules, and minimal revenue leakage (ADMs).
This is a Level-2 Operations role that works closely with CX and Supplier teams.
Key Responsibilities
1. Ticketing & Reissuance
- Perform ticket issuance and reissuance using Amadeus cryptic commands.
- Handle revalidation vs reissue decisions based on fare rules.
- Compare old vs new fares and taxes using TWD / FXX / FXP.
- Collect penalties and additional collection (ADC) via TTK / EMD when applicable.
- Reference original tickets correctly using FO / FA linkage.
- Execute ticket issuance via TTP with accuracy and audit readiness.
2. Refund Processing
- Process voluntary and involuntary refunds (full & partial).
- Create and manage refund records using TRF / TRFU / TRFP.
- Identify refundable vs non-refundable taxes.
- Apply penalties, RAF, and waiver codes correctly.
- Coordinate with airlines for SAC / waiver authorization where required.
- Ensure refunds comply with BSP and airline rules.
3. EMD Handling
- Issue and manage Associated (EMD-A) and Standalone (EMD-S) documents.
- Handle EMDs for:
- Change penalties (PENF)
- Seats, baggage, meals
- Link EMDs correctly to reissued tickets.
- Process EMD refunds where permitted.
4. Queue Management & Monitoring
- Actively monitor and action Amadeus queues (Q1Q8).
- Handle:
- Airline cancellations (HX/UN/UC)
- Schedule changes (TK)
- Waitlist confirmations (KL HK)
- Ticketing time limits (TKTL)
- Ensure no PNRs remain unattended to avoid ADM exposure.
5. Operational Excellence
- Perform error correction and manual fare construction when required.
- Support CX escalations for complex ticketing cases.
- Maintain SOP compliance and documentation.
- Participate in audits, pilot runs, and process improvements.
Mandatory Skills & Qualifications
- Amadeus GDS Ticketing Certification Mandatory
- Strong command over cryptic commands:
- RT, TWD, FXP, FXX, TTU, TTK, FO, TTP, TRF, TRFP
- Solid understanding of:
Fare rules & penalties
No-show logic
Involuntary vs voluntary cases
Prior experience in airline, OTA, TMC, or travel ops environment.
High attention to detail and ownership mindset.
