Airline Reservations Agent

Mindmatch Consulting Pty; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

MindMatch Consulting is seeking a travel and ticketing agent in Cape Town to manage inbound customer enquiries regarding flight bookings, ticketing and travel changes.

You will calculate fares using Amadeus and Sabre, issue tickets, process exchanges and refunds, and apply fare rules and travel policies while delivering exceptional service. This role emphasizes accuracy, SLA adherence, and collaboration with internal teams to ensure a seamless customer experience.

Qualifications

• Experience in handling flight bookings and ticketing processes.

Responsibilities

• Manage inbound customer enquiries relating to flight bookings, ticketing and travel changes.
• Calculate and quote domestic and international airfares using Amadeus and Sabre.
• Issue new tickets, process exchanges, reissues, refunds and cancellations.
• Interpret and apply airline fare rules, ticketing regulations and travel policies.
• Assist customers with itinerary changes, schedule changes and travel disruptions.
• Ensure all bookings and ticketing transactions are completed accurately and efficiently.
• Deliver exceptional customer service while meeting quality standards and SLA requirements.
• Resolve complex fare and ticketing queries within agreed turnaround times.
• Work collaboratively with internal teams to resolve customer issues and ensure a seamless customer experience.
• Maintain accurate customer records and documentation.
• Keep up to date with airline fare rules, industry changes and GDS enhancements.

Job description

Key Responsibilities

• Manage inbound customer enquiries relating to flight bookings, ticketing and travel changes.




• Calculate and quote domestic and international airfares using Amadeus and Sabre.




• Issue new tickets, process exchanges, reissues, refunds and cancellations.




• Interpret and apply airline fare rules, ticketing regulations and travel policies.




• Assist customers with itinerary changes, schedule changes and travel disruptions.




• Ensure all bookings and ticketing transactions are completed accurately and efficiently.




• Deliver exceptional customer service while meeting quality standards and SLA requirements.




• Resolve complex fare and ticketing queries within agreed turnaround times.




• Work collaboratively with internal teams to resolve customer issues and ensure a seamless customer experience.




• Maintain accurate customer records and documentation.




• Keep up to date with airline fare rules, industry changes and GDS enhancements.