Flight Operations Agent

Nuitée; Barcelona; Presencial; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

A travel technology firm in Barcelona is seeking a mid- to senior Flight Operations Agent. In this role, you will manage manual ticket servicing across flight suppliers like Sabre and Travelport and ensure compliance with airline policies. The ideal candidate should have 5-8+ years of relevant experience, a strong understanding of fare rules, and the ability to make quick, decisive actions under pressure. This position offers opportunities for growth and the chance to impact the travel industry significantly.

Formación

• 5–8+ years of experience in flight operations, ticketing, or post-booking servicing.
• Comfortable making judgment calls in complex scenarios.
• Experience operating in high-volume B2B environments.
• Experience operating as agency of record (IATA PCC) or host/shared PCC.
• Ability to balance risk with operational needs in a high‑volume B2B environment.

Responsabilidades

• Execute manual servicing actions including refunds and ticket changes.
• Assess risk and compliance with fare rules.
• Document execution rationale for audit purposes.
• Assess changes for airline audit defensibility and Nuitée ADM risk envelope.
• Document rationale for audit and collaborate with Ops, Finance, and Customer teams.

Conocimientos

Ticket servicing experience

Strong airline knowledge

Judgment under pressure

Written communication skills

API-driven environments

Herramientas

Sabre

Travelport

Zendesk

Zendesk

Backoffice tools

Descripción del empleo

About the company

At Nuitée, we are building the API backbone for the global travel industry. Founded in 2017, Nuitée is on a mission to transform a fragmented travel ecosystem with simple, scalable, and API‑first infrastructure—think “Stripe for Travel.” By enabling seamless connectivity between hotels, OTAs, fintechs, super‑apps, and businesses, Nuitée empowers companies to deliver reliable travel products effortlessly. Our robust platform simplifies complex supplier networks, offering direct access to hotel inventory with better pricing, coverage, and technology.

With teams across the globe, including hubs in London, New York, San Francisco, Palma de Mallorca and Casablanca, Nuitée has grown into a global infrastructure provider trusted by industry leaders like Hopper, Expedia, Priceline, Google, and Uber.

Now backed by leading VCs and world‑class investors—including leaders from Booking.com, Stripe, and Shopify—Nuitée is positioned to redefine the B2B travel market, streamline operations for hotels, and enable new applications through cutting‑edge APIs. Nuitée is at the forefront of a revolution—delivering AI‑powered, smarter, and more personalized travel experiences for a new era.

Job Description

We are looking for a mid‑ to senior Flight Operations Agent (FOA) to join our growing flight operations function.

As a Flight Operations Agent at Nuitée, you will be responsible for manual ticket servicing and execution across our flight suppliers (Sabre, Travelport, ATLAS), including voluntary changes, involuntary re‑accommodation, refunds, and complex pricing scenarios. You will act as the final execution authority for post‑ticket actions and will operate in an environment where Nuitée owns the ADM risk. This requires strong airline knowledge, disciplined judgment, and the ability to balance commercial outcomes with audit defensibility. You will work closely with L1 Support, Product, Engineering, Supply, and Finance to ensure flight servicing is accurate, scalable, and aligned with Nuitée's risk policies.

Job Requirements

• 5–8+ years of experience in flight operations, ticketing, or post‑booking servicing
• Hands‑on experience executing ticket changes, reissues, and refunds via
  • Sabre
  • Travelport
  • LCC platforms
• Strong understanding of
  • fare rules
  • voluntary vs involuntary changes
  • airline waivers
  • audit and ADM mechanics
• Experience operating as agency of record (own IATA or host/shared PCC)
• Comfortable making judgment calls where rules allow but risk may not justify execution
• Able to work in API‑driven, high‑volume B2B or B2B2C environments
• Calm, precise, and disciplined under pressure
• Strong written communication skills for explaining decisions to internal teams and partners
• Experience working with ticketing, financial, and case‑management systems (e.g. Zendesk, backoffice tools)

Job Responsibilities

Flight Servicing & Execution

• Execute manual servicing actions including
  • voluntary ticket changes
  • refunds
  • name corrections
  • involuntary re‑accommodation
• Perform accurate pricing and repricing using Sabre, Travelport, and ATLAS
• Ensure all executions comply with fare rules, airline policies, and Nuitée servicing guidelines

Risk & Audit Ownership

• Assess whether changes are
  • allowed by fare rules
  • defensible in an airline audit
  • within Nuitée's accepted ADM risk envelope
• Make independent decisions to approve or reject servicing requests based on risk
• Document execution rationale clearly for audit and post‑mortem purposes
• Support ADM investigations and responses in collaboration with Ops and Finance

Cross‑Functional Collaboration

• Receive escalated cases from L1 Support via Zendesk
• Provide clear, structured outcomes back to Customer‑facing teams
• Work with Product and Engineering to identify
  • tooling gaps
  • automation opportunities
  • systemic failure patterns
• Provide feedback to Supply on airline behavior, waiver patterns, and risk exposure

Operational Excellence

• Maintain high accuracy and consistency in execution
• Follow and help evolve Nuitée's servicing allowlists and risk policies
• Contribute to playbooks, SOPs, and internal training materials
• Act as a reference point for less experienced FOAs as the team scales

Why Nuitee?

• Massive Market Opportunity: We are tackling the $9.9tn travel industry, starting with the $75bn B2B hotel market, a fragmented space filled with outdated systems, gatekeepers, and inefficiencies. Nuitée's API‑first platform is solving this, enabling businesses to access hotel inventory seamlessly and at scale.
• World‑Class Backing: Backed by Accel and visionary leaders across tech and travel—including Booking.com, Stripe, and Shopify—we're equipped to scale our ambition globally.
• Bootstrapped Resilience, Startup Agility: Having grown profitably for years without external funding, we combine operational discipline with the speed and innovation of a scaling startup.
• Global Impact: Our infrastructure supports partners like Hopper, Google, and Uber and enables banks, fintechs, super‑apps, and non‑travel businesses to offer travel solutions for the first time.
• AI‑Driven Innovation: Nuitée is uniquely positioned to power the future of travel in the AI era—enabling seamless, intelligent, and hyper‑personalized travel interactions.

By joining Nuitée, you'll be part of a team that's building a category‑defining platform. You'll work on a global scale, innovate alongside industry leaders, and help drive the next phase of travel technology. If you're excited to push boundaries, redefine a multi‑trillion‑dollar industry, and grow with us—Nuitée is the place for you.

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