You’ll want to know about the department that our role is in…

Flights Support are our service smashers, delivering standout service to our partners by phone, email and live chat. They’ve got a knack for tech too, using our bespoke booking systems, GDS’s and internal processes to create, service and ticket bookings efficiently.

The role:

As our front-line support, our Flights Specialists provide friendly and efficient service to travel organisations or direct consumers via phone, email and online. By selling and servicing bookings, Flights Specialists must understand customer needs to advise effective solutions and work with the Team Leader to drive sales, hit budgets and deliver profits – all within airline deadlines and terms & conditions.

Tasks & responsibilities include:

• Monitor and action all email & telephone requests for bookings
• Use a GDS (e.g. Amadeus, Galileo, Worldspan and Sabre) to:
  • Check availability
  • Price flight itineraries (manual & CAT35)
  • Make bookings
  • Reserve seating
  • Issue tickets
  • Amend/ refund bookings
  • Read booking ‘queues’
• Construct nett fares
• Adhere to all airline deadlines and terms and conditions
• Make sound commercial decisions on margins & pricing on a booking by booking basis
• Work on own initiative without constant supervision
• Keep on top of all airline deadlines for deposits, balance payments, names & ticketing
• Develop a good understanding of the market and competition
• Form close ties with staff within airline partners to strengthen relationships

The successful candidate will:

• Thrive on delivering an excellent experience with exceptional customer service skills
• Be a committed, enthusiastic and supportive team member
• Deliver an efficient and professional service to internal and external customers
• Maintain high levels of accuracy
• Work in a positive, proactive and determined manner

Don’t worry – we’d love it if you’re experienced in travel, but full training is provided if you’re new to the industry!