Manager, Ticketing

AirAsia; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

An airline company in Kuala Lumpur is seeking a Ticketing Manager to oversee all ticketing operations. The role involves managing a team, ensuring compliance with regulatory requirements, and providing excellent customer service. Candidates should have expertise in GDS systems, a strong understanding of fare rules, and a diploma or degree in a relevant field. The ideal applicant will have at least 5 years of experience in the airline ticketing sector, alongside leadership skills.

Qualifications

• Minimum 5–7 years airline/OTA ticketing experience.
• IATA/UFTAA certification preferred.
• Preferred experience in TMC/OTA/Large Travel company.
• Prior team leadership experience required.

Responsibilities

• Lead and supervise the ticketing team.
• Ensure accurate and timely ticket issuance using GDS.
• Monitor queues, fare rules, schedule changes, and ADM risks.
• Coordinate with airline representatives for fare updates and promotions.
• Support customer service teams on complex ticketing cases.

Skills

Expert in GDS (Amadeus/Sabre/Galileo)

Strong understanding of fare rules

Knowledge of IATA, BSP Malaysia, MAVCOM regulations

Strong analytical and problem-solving skills

Leadership and communication skills

Education

Diploma/Degree in Tourism, Hospitality, Aviation, Business, or related fields

Job description

The Ticketing Manager

The Ticketing Manager is responsible for overseeing all airline ticketing operations within AAMove, ensuring accurate issuance, reissuance, refunds, exchanges, and compliance with airline and regulatory requirements (including IATA & Malaysian aviation standards). The role involves managing a ticketing team, coordinating with airline partners, optimizing processes, and providing superior customer service.

Key Responsibilities

Operational Management

Lead and supervise the ticketing team (issuance, reissuance, cancellations, refunds).

Ensure accurate and timely ticket issuance using GDS (Amadeus, Sabre, Galileo).

Monitor queues, fare rules, schedule changes, and ADM risks.

Maintain compliance with IATA, airline policies, and AAMove SOPs.

Commercial & Partner Management

Coordinate with airline representatives for fare updates, promotions, policy changes.

Negotiate special fares and incentives where applicable.

Monitor market trends and competitor pricing.

Customer Service & Issue Resolution

Support customer service teams on complex ticketing cases.

Handle escalations involving refunds, involuntary changes, no-show disputes etc.

Ensure high service standards aligned with Malaysian consumer protection requirements.

Train staff on GDS, fare structures, ticketing rules, and AAMove tools.

Conduct periodic evaluations and guide performance improvement.

Reporting & Process Optimization

Track issuance volumes, errors, ADM incidents, and refund processing times.

Streamline ticketing workflows, automation opportunities, and system improvements.

Ensure cost control through minimizing ADM and optimizing processes.

Requirements/ Skills

Expert in GDS (Amadeus/Sabre/Galileo)

Strong understanding of fare rules (APEX, EX, RT, CAT conditions, SSR, OSI)

Knowledge of IATA, BSP Malaysia, MAVCOM regulations

Strong analytical and problem-solving skills

Leadership and communication skills

Diploma/Degree in Tourism, Hospitality, Aviation, Business, or related fields

Minimum 5–7 years airline/OTA ticketing experience

IATA/UFTAA certification preferred

Preferred experience in TMC/OTA/Large Travel company

Prior team leadership experience required