Ticket Desk Agent
Location:
London City Airport
Contract:
Permanent, Full-time (37.5 hours per week)
Salary:
£28,273.25 per annum (£14.49 per hour) + Overtime (time and a third)
Hours:
Earliest start 04:30am – Latest finish 22:30pm (including weekends)
Overview
Our client, a leading ground handling provider supporting multiple international airlines, is seeking
Ticket Desk Agents
to join its London City Airport operation. In this customer-facing role, you will act as a brand ambassador, delivering exceptional service to passengers while ensuring ticketing, booking, and disruption management processes are handled efficiently and professionally.
This position is ideal for candidates with previous airline or travel industry experience who thrive in fast-paced environments and are committed to creating seamless travel experiences.
Responsibilities
* Provide professional and efficient ticket desk services for passengers.
* Manage new ticket sales, reissues, and booking changes using airline reservation systems (e.g., Amadeus, Sabre, Travelport).
* Process excess baggage payments and ensure accurate accounting of airline revenues.
* Handle disrupted passengers in line with airline policies, including arranging accommodation when required.
* Liaise with airline representatives to resolve ticketing issues and maintain compliance with procedures.
* Ensure customer queries are handled confidently and service levels consistently exceed expectations.
* Support health, safety, and compliance standards, reporting incidents and ensuring safe practices.
Requirements
* Previous experience with airline reservation systems (Amadeus, Sabre, Travelport preferred).
* Strong knowledge of IATA fares and ticketing.
* Previous ground handling, airline, or travel industry experience.
* Excellent communication and customer service skills.
* Ability to work accurately under pressure and manage early/late shifts.
* Five years of verifiable references and a satisfactory criminal record check (for airside pass eligibility).
* A good understanding of world geography; additional European language skills desirable.
Benefits
* Competitive salary with overtime enhancements.
* Generous staff travel benefits, including discounted fares and standby tickets with multiple airlines.
* Health benefits including flu vaccination and access to a health plan.
* Cycle-to-work scheme and free staff parking.
* Discounts at airport food vendors.
* Pension scheme.
* Career development opportunities within a fast-growing ground handling provider.
Application Process
* If you are a customer-focused professional with airline or ticketing experience, we encourage you to apply. This is a fantastic opportunity to join a team delivering world-class service at one of London's key airports.