Flights Reservations Assistant

Hays Travel Limited; Sunderland; On-site; GBP 25,000 - 30,000; Full time

Job summary

Hays Travel Limited is seeking a dedicated individual to join their Flights Department in Sunderland. The role involves creating customized flight itineraries using the Galileo GDS system and providing excellent customer service. You will work as part of a friendly and supportive team, focusing on delivering outstanding travel solutions.

Benefits

Training programmes for personal and professional development

Team nights-out and company parties

Colleague discounts on holidays

Qualifications

• Experience using Galileo GDS for flight bookings.
• Excellent customer service and communication skills are essential.

Responsibilities

• Create tailor-made flight itineraries via calls and emails.
• Provide expertise and advice to customers regarding airlines.
• Manage group bookings through airline portals and GDS.

Skills

Customer Service

Product Knowledge

Communication

Tools

Galileo GDS

Job description

Role Summary

In this role, you will be part of a successful and friendly team that customises and provides flight itineraries to our customers. You will use your product knowledge and excellent customer service skills to organise air travel arrangements via Galileo GDS. Dealing directly with our agents, we provide support to our sales division, which relies heavily on our expertise.

Main Responsibilities

• Use the Galileo GDS system to create tailor-made flight itineraries via calls and emails.
• Provide expertise, advice, and knowledge to customers regarding airlines and routings.
• Complete group bookings through airline portals, GDS, and email, managing the full process within group contract deadlines.
• Manage Vista Advanced Flights bookings, ensuring they meet holiday requirements, and complete advanced elements and portfolio management.
• Offer a ‘one stop’ solution to customers for their enquiries.
• Support customers with system guidance and support.
• Coordinate directly with airlines to resolve issues and achieve preferred outcomes.
• Follow Customer Excellence processes and procedures at all times.

Overview

This role is based within the Hays Travel Flights Department, focused on providing professional and expert service for scheduled flight queries.

About Hays Travel

As the UK’s largest independent travel agency, Hays Travel offers value-for-money holidays with excellent customer service. We work with leading suppliers to package holidays including hotels, flights, cruises, tours, attraction tickets, and more. With over 470 branches across the UK and a head office in Sunderland, we have been operating for over 40 years and continue to grow.

Our values

Our SMILE values—Supportive, Motivational, Innovative, Loyal, Excellent—are embedded in our company culture, guiding how our teams work together and serve our customers.

What it’s like to work for us?

Our people are at the heart of everything we do. We offer various training programmes for personal and professional development. We also promote a sociable work environment with team nights-out, company parties, opportunities for travel abroad, and colleague discounts on holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. We undertake checks through the Disclosure and Barring Service (DBS) for relevant roles to ensure safety.