Refund Executive

WNS Holdings; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

WNS Holdings in Mumbai is seeking a Refunds Associate with 1 to 6 years of experience in airline refunds and strong knowledge of fare rules, refunds, and GDS systems. You will handle refunds, cancellations, reissues, and customer queries while ensuring compliance with airline policies.

The role requires hands-on Sabre and Amadeus GDS proficiency, with exposure to domestic and international refunds and BSP processes. Rotational shifts may be involved to meet SLA targets.

Qualifications

• Hands-on experience in Sabre and Amadeus GDS (Mandatory).
• Strong knowledge of airline ticketing, fare construction, refund rules, and ADM/ACM processes.
• Experience handling domestic and international travel bookings and refunds.
• Good understanding of BSP processes and airline policies.
• Excellent analytical and problem-solving skills.
• Good verbal and written communication skills.

Responsibilities

• Process airline ticket refunds, cancellations, and exchanges as per airline policies and fare rules.
• Handle refund requests across domestic and international airlines.
• Review PNRs and verify eligibility of refund claims.
• Process voluntary and involuntary refunds through GDS platforms.
• Coordinate with airlines and internal teams for refund approvals and escalations.
• Monitor refund queues and ensure timely closure of cases.
• Maintain accurate records of refund transactions and related documentation.
• Resolve customer and stakeholder queries regarding refunds and ticketing issues.
• Ensure adherence to service level agreements (SLAs), quality standards, and productivity targets.

Skills

Sabre GDS

Amadeus GDS

Refund processing

Fare rules knowledge

Analytical skills

Communication skills

Education

Graduation preferred

Job description

WNS is hiring for Airline Domain!!!!

Position: Refunds Associate
Location: Vikhroli, Mumbai
Experience: 1 to 6 Years
Employment Type: Full-Time

Job Summary:

We are looking for an experienced Refunds Associate with strong knowledge of airline fare rules, refund processing, and GDS systems. The candidate will be responsible for handling airline ticket refunds, cancellations, reissues, and customer queries while ensuring compliance with airline policies and achieving operational accuracy.

Key Responsibilities:

• Process airline ticket refunds, cancellations, and exchanges as per airline policies and fare rules.
• Handle refund requests across domestic and international airlines.
• Review PNRs and verify eligibility of refund claims.
• Process voluntary and involuntary refunds through GDS platforms.
• Coordinate with airlines and internal teams for refund approvals and escalations.
• Monitor refund queues and ensure timely closure of cases.
• Maintain accurate records of refund transactions and related documentation.
• Resolve customer and stakeholder queries regarding refunds and ticketing issues.
• Ensure adherence to service level agreements (SLAs), quality standards, and productivity targets.

Mandatory Skills:

• Hands-on experience in both Sabre and Amadeus GDS (Mandatory).
• Strong knowledge of airline ticketing, fare construction, refund rules, and ADM/ACM processes.
• Experience handling domestic and international travel bookings and refunds.
• Good understanding of BSP processes and airline policies.
• Excellent analytical and problem-solving skills.
• Good verbal and written communication skills.

Eligibility Criteria:

• Experience: 1 to 6 years in Airline Ticketing Refunds.
• Graduation preferred.
• Ability to work in a fast-paced environment with attention to detail.
• Willingness to work in rotational shifts, if required.

Thanks & Regards,

Megha Dixit