Senior Ticketing Officer بعقد في الإمارات العربية المتحدة
التخصص
المبيعات
نوع الدوام
عقد مؤقت
الخبرة
أي مستوى
الموقع
الإمارات العربية المتحدة
وصف الوظيفة
We're Hiring: Senior Ticketing OfficerLocation: United Arab Emirates (Remote)Employment Type: Full-TimeExperience Level: SeniorWork Arrangement: Fully RemoteAbout UsWe are a globally focused aviation and travel organization committed to delivering reliable, efficient, and customer-focused passenger services across diverse markets.Our teams collaborate across Ticketing, Reservations, Airport Operations, Customer Service, Revenue Management, Finance, Sales, Travel Partners, and airline service providers to ensure passengers receive accurate booking support, efficient ticketing services, and professional assistance throughout their journey.The RoleWe are seeking an experienced Senior Ticketing Officer to manage airline ticketing, reservations, fare processing, ticket changes, refunds, exchanges, reissues, customer requests, and ticketing-related operational activities.The ideal candidate will have strong knowledge of airline reservation and ticketing systems, fare rules, booking procedures, customer service, and travel documentation, combined with excellent attention to detail and the ability to resolve complex ticketing issues efficiently.Key ResponsibilitiesManage daily airline ticketing and reservation activities across assigned markets and channels.Create, modify, confirm, reissue, and cancel passenger reservations accurately.Issue airline tickets in accordance with approved fares, fare rules, ticketing policies, and service requirements.Process ticket changes, rebookings, rerouting, exchanges, refunds, voids, and cancellations.Review fare conditions, penalties, restrictions, validity periods, and applicable ticketing rules.Verify passenger names, travel dates, flight segments, booking classes, fare basis, taxes, fees, and ticket conditions before issuance.Ensure all ticketing transactions are completed accurately and within required timelines.Process urgent and time-sensitive ticketing requests efficiently.Support passengers with itinerary changes, missed connections, flight disruptions, cancellations, and schedule changes.Coordinate with airlines and relevant service providers to resolve complex ticketing and reservation issues.Handle ticketing cases involving involuntary changes, schedule disruptions, flight cancellations, and irregular operations.Process refunds and exchanges according to applicable airline rules and internal procedures.Validate refund eligibility, penalties, fare differences, taxes, and applicable charges.Coordinate refund requests with Finance or airline systems where required.Maintain accurate records of issued tickets, refunds, exchanges, cancellations, and other transactions.Reconcile ticketing transactions and identify discrepancies between reservation, ticketing, and financial records.Monitor ticketing queues, pending transactions, unconfirmed bookings, and time-limit requirements.Follow up on bookings approaching ticketing deadlines.Ensure reservations are ticketed before applicable time limits and avoid unnecessary booking cancellations.Monitor booking status, waitlists, schedule changes, and passenger itinerary updates.Support group bookings, corporate travel, VIP travel, and complex multi-sector itineraries where applicable.Coordinate special passenger requirements with airport, airline, and customer-service teams.Provide accurate information regarding flight schedules, availability, fares, ticket conditions, baggage allowances, and travel requirements.Explain ticket restrictions, change conditions, cancellation policies, refund rules, and applicable charges clearly to customers.Respond professionally to customer inquiries through approved communication channels.Resolve customer complaints and ticketing-related service issues.Escalate complex cases involving airline policy, regulatory requirements, technical issues, or financial disputes.Maintain professional communication with passengers, travel agents, corporate clients, airlines, and internal stakeholders.Use GDS, airline reservation systems, ticketing platforms, CRM, payment systems, and related travel technology effectively.Maintain accurate passenger and booking information in reservation systems.Follow established procedures for payment authorization, ticket issuance, refunds, and transaction controls.Ensure appropriate controls are followed for credit-card payments, cash transactions, vouchers, credits, and other ticketing-related financial activities.Coordinate with Finance to reconcile ticket sales, refunds, commissions, taxes, fees, and other financial transactions.Investigate ticketing discrepancies, debit memos, billing issues, and settlement-related exceptions.Support airline settlement and ticketing-account reconciliation processes where applicable.Monitor airline fare updates, ticketing policies, schedule changes, and reservation-system updates.Maintain current knowledge of airline fare structures, booking classes, ticketing rules, and industry practices.Monitor changes to travel documentation, visa, immigration, and passenger requirements where relevant to ticketing activities.Ensure ticketing activities comply with applicable airline policies, regulatory requirements, company procedures, and customer-data protection standards.Maintain confidentiality of passenger information, payment information, and travel records.Support internal audits, airline audits, financial reviews, and ticketing-quality assessments.Maintain complete and accurate ticketing documentation and transaction records.Identify recurring ticketing issues and recommend process improvements.Develop and maintain ticketing procedures, checklists, and reference materials.Support automation and digital improvements for ticketing, refunds, customer communication, and transaction processing.Monitor ticketing system issues and coordinate technical support when required.Train and coach junior ticketing officers on ticketing procedures, fare rules, systems, and customer-service standards.Conduct quality checks on complex or high-value ticketing transactions.Support management with reports covering ticket volumes, revenue, refunds, exchanges, errors, customer issues, and operational performance.Identify opportunities to improve ticketing accuracy, transaction speed, customer experience, and revenue protection.Key Performance IndicatorsTicketing transaction accuracyTicket issuance turnaround timeBooking accuracyTicketing deadline complianceTicket reissue accuracyExchange processing timeRefund processing timeRefund accuracyTicket cancellation accuracyFare-rule complianceTicketing error rateBooking error ratePassenger complaint rateCustomer satisfactionCustomer response timeFirst-contact resolution rateTicketing queue agingPending transaction volumeBooking confirmation rateSchedule-change processing timeIrregular-operations response timeRefund discrepancy ratePayment transaction accuracyTicketing reconciliation accuracySettlement discrepancy rateDebit memo frequencyRevenue leakageTicketing revenue performanceAncillary revenue contributionCorporate booking performanceVIP ticketing service performanceGDS/system transaction accuracySystem issue resolution timeAudit complianceTicketing policy compliancePassenger-data accuracyDocumentation accuracyTraining completionTicketing competency assessmentProcess improvement completionAutomation adoptionInternal stakeholder satisfactionIdeal CandidateThe successful candidate should have strong experience in airline ticketing, reservations, travel operations, passenger services, travel agencies, corporate travel, or aviation customer service, preferably within an international airline, travel-management company, airport, or large travel-services environment.The candidate should demonstrate:Proven experience in airline ticketing and reservation operations.Strong knowledge of airline fare rules, ticketing conditions, booking classes, exchanges, refunds, and reissues.Experience using GDS platforms and airline reservation or ticketing systems.Strong understanding of
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