Sr. Executive / Executive - Reservations & Ticketing (Customer Experience)

Department: Travel Operations / GDS Experience: Minimum 3 Years Work Schedule: 24×7 Rotational Shifts Qualification: Completed Bachelor’s Degree in any discipline

Job Summary:

The Senior Executive – GDS Ticketing is responsible for managing end-to-end airline ticketing operations, ensuring accurate and timely processing of bookings, ticket issuance, reissuance, refunds, exchanges, cancellations, and schedule changes using Verteil and Amadeus, Galileo GDS platforms.

The role requires strong expertise in complex ticketing scenarios, airline fare rules, penalties, BSP processes, ancillary services, and Airline Debit Memo (ADM) investigation and dispute management with a strong focus on accuracy, compliance and zero escalations.

Key Responsibilities

GDS Ticketing & BAU Operations

Manage end-to-end GDS ticketing operations using GDS.

Process flight bookings, modifications, cancellations, schedule changes and name corrections in accordance with applicable airline policies.

Handle complex ticketing scenarios involving fare calculations, penalties and ticket validity requirements.

Manage GDS queues, customer escalations and ensure timely case resolution.

Process ancillary services (EMD issuance, reissuance and refunds) wherever applicable.

Handle customer interactions via calls and emails as applicable, in line with defined SOPs.

Investigate, validate and Dispute ADMs raised by airlines for ticketing errors, incorrect penalties, refund errors, and other ticketing-related violations.

Skills & Qualifications -:

Required Skills & Competencies

Strong hands-on expertise in Amadeus and Galileo GDS.

Minimum 3 years of relevant experience in airline ticketing.

In-depth understanding of:

Airline fare rules, fare construction, taxes, penalties, and fare calculations.

Ticket issuance, exchanges, reissuance, cancellations, and refunds.

Voluntary and involuntary changes, including airline schedule changes.

Name corrections and ticket validity requirements, subject to airline policies.

EMD issuance, reissuance, and refunds, wherever applicable.

PNR history, ticket records, GDS queues and ticketing workflows.

BSP processes and airline ticketing compliance requirements.

Working knowledge of ADM investigation, root-cause analysis, charge validation and dispute preparation.

Excellent written and verbal communication skills.

Ability to manage high-volume BAU operations, meet SLAs, and work independently in a 24×7 rotational shift environment.

Preferred Qualifications

Graduate in Travel & Tourism or a related discipline

Certification in Amadeus and/or Galileo (preferred)

Hands-on experience in ADM dispute management

Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.