Senior Ticketing Agent (Travel & GDS)

About the role

We are looking for a Senior Ticketing Agent to join our travel operations team. The role involves handling both individual and group airline ticketing through multiple Global Distribution Systems (GDS) while delivering high‑quality service to our customers.

Key responsibilities

• Process day‑to‑day ticketing requests via email, phone and queue systems across three GDS platforms.
• Maintain a ticketing accuracy rate of 99 % or higher, including complex exchanges, voids and refunds.
• Handle exception ticketing, customer calls, and email inquiries in a call‑center environment.
• Manage group air bookings, ensuring fare validity and proper cash‑sale reconciliation.
• Keep detailed records to meet mandated ticketing dates and compliance standards.
• Build and maintain relationships with internal teams and external clients, proactively suggesting solutions.
• Identify and propose process improvements to reduce costs, increase revenue and enhance automated quality control.
• Support operational recommendations to meet customer service and call‑quality metrics.

Required profile

• Minimum 5 years of multi‑GDS ticketing experience in a travel or airline environment.
• Strong knowledge of airline group policies, operational procedures and performance metrics.
• Ability to work varied schedules, including weekends and holidays, and remain calm under pressure.
• Excellent verbal and written communication skills with a customer‑service mindset.
• Positive attitude and drive for personal and business success.

Required skills

• Proficiency with at least one Global Distribution System (e.g., Amadeus, Sabre, Galileo) and ability to learn additional GDS platforms.
• Ticketing software operation and data‑entry accuracy.