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About the Role
Air Specialists support contact center teams by providing expert guidance and assistance with air travel bookings through the Amadeus platform. They leverage their knowledge of airline schedules, fare structures, ticketing processes, and industry regulations to resolve complex air-related inquiries accurately and efficiently, enhancing the guest experience and contributing to business growth.
Responsibilities
- Book accurate flight itineraries using Amadeus.
- Interpret and apply airline fare rules, restrictions, exchanges, cancellations, and ticketing requirements.
- Maintain proficiency in Amadeus and working knowledge of other reservation systems.
- Provide timely, professional, and solutions-focused support via phone, chat, and email.
- Maintain consistent communication with team members and leaders.
- Provide support to global staff in a 24/7 environment.
- Issue airline tickets including exchanges and manual pricing.
- Process airline schedule changes and guest notifications.
- Complete name corrections and booking updates.
- Process seat assignments, special service requests, and confirmations.
- Manage queues efficiently and accurately.
- Manage a high volume of transactions while maintaining quality and accuracy.
- Meet productivity, quality, and service goals.
- Identify opportunities to improve efficiency and customer experience.
- Maintain schedule flexibility including weekends and overtime as required.
- Perform other duties as assigned.
Requirements
- At least one year of travel industry experience.
- Experience with airline ticketing, exchanges, fare rules, and itinerary management.
- Experience with voice, chat, and email.
- Amadeus / GDS preferred.
- Tour Reservations Systems experience preferred.
- Schedule may include weekends, holidays, and overtime based on business needs.
- Must be available to work any shift scheduled between 5:00 a.m. and 7:00 p.m. Pacific Time.
Skills
- Strong knowledge of world geography and airline routing.
- Typing proficiency of at least 50 WPM.
- Microsoft Office 365 proficiency.
- Amadeus platform expertise.
- Airline schedules, fare structures, ticketing processes, and industry regulations knowledge.
Work Type
- 24/7 environment support
Experience Level
- At least one year of travel industry experience
About the Company
- At TTC, we are Enriching lives by connecting people and places.
- For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections.
- Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives.
- Everything we do is guided by our five shared commitments: Value Every Voice, Act with Integrity, Explore Beyond Boundaries, Own the Outcome, Succeed Together.