Job description
Overview This role is based within the Hays Travel Flights Department and focused around providing a professional and expert service to the group for any scheduled flight query.
Role Summary In this role you will be part of a successful and friendly team who will assist with the
day to day operations for schedule flights, working with the agents you will ensure all queries are action efficiently and effectively within a GDS system.
Main Responsibilities
1. Handling agent queries with regards to airline bookings via calls and emails
2. Action all aspects of amendments when requested accurately
3. Excellent airline product knowledge
4. Knowledge of airline different fare offerings and fare rules
5. Accurately calculate refunds and cancellation charges
6. Issuing airline documents in accordance with the terms and conditions, sourcing correct ticket endorsement and tour codes.
7. Manage GDS queues
8. Knowledge of issuing tickets for airline group bookings via the GDS, airline portal or email directly to airline.
9. Effectively communicate schedule changes to our customers
10. Liaising with our agents to source an alternative flight if applicable
11. Ensure our customers have a ‘one stop’ solution to their enquiry
12. The ability to read and understand the airlines contracts and terms and conditions
13. The ability to read the history within a flight itinerary booking
14. Dealing directly with the airlines if a problem arises to achieve a preferred outcome
15. Provide exceptional customer service at all times
16. Ensure the Customer Excellence process and procedures are followed