About Tripjack
TripJack: A Great Place to Work® and the trusted tech platform for over 60K+ travel agents across India!
We’re proud to be Great Place to Work® Certified™ workplace, reflecting the trust, pride, and sense of belonging our people feel every day. This recognition reflects our commitment to a culture where our teams grow, collaborate, and drive the future of travel technology, while consistently delivering excellent service to our agent partners.
With over 35+ years of travel experience between the founders, TripJack has always prioritized the needs of travel agent partners. TripJack’s integrated platform offers content from 750+ airlines, 2 Mn+ Hotels including services across Corporate Travel, Travel assistance and Insurance, Rail and Marine segments. With a superior tech platform, seamless agent pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking & management experience for our agent partners.
KEY RESPONSIBILITIES
Refund Recovery ; Airline Engagement
- Proactively contact airlines (LCC, NDC, and GDS-connected) via recorded telephone lines and Freshdesk-
managed email to initiate and follow up on refund claims.
- Manage an active portfolio of open refund cases from first contact through to recovery, maintaining clear
records of every interaction.
- Negotiate resolution timelines with airline refund desks and revenue integrity teams, escalating cases
where standard processes are failing.
- Apply in-depth knowledge of airline-specific refund policies, fare rules, and involuntary change provisions
(LCC portals, NDC order management, GDS reissue/refund queues).
Process & Tooling
- Use Freshdesk to log, track, and manage all airline correspondence — ensuring every email thread,
response, and escalation is captured with accurate case notes.
- Maintain a real-time recovery tracker, updating case status, amounts outstanding, and expected recovery
dates.( Work closely with finance )
- Follow structured call scripts on recorded lines while adapting communication style to the airline contact
seniority and responsiveness.
- Flag systemic airline-level issues (repeated delays, incorrect rejections, policy misapplication) to the Team
Lead with documented evidence.
Stakeholder & Customer Centricity
- Operate with a partner-centric lens — while the primary goal is recovery, communications and outcomes
should reflect positively on the business reputation with airlines.
- Collaborate with the Partner Finance team to reconcile recovered funds and close out partner accounts
accurately.
- Provide regular recovery status updates to internal stakeholders, including expected cash-in timelines.
WHAT WE ARE LOOKING FOR
Essential Requirements
- Currently employed or recently employed in an airline refunds, revenue integrity, or ticketing team — you
understand the airline side of the desk.
- Hands-on experience processing refunds across at least one of: LCC direct portals, NDC order
management platforms, or GDS (Amadeus / Sabre / Travelport) refund queues.
- Confident communicator on recorded telephone lines — assertive, composed, and persistent without being
aggressive.
- Proficient in email-based case management; experience with Freshdesk or a comparable ticketing SaaS
(Zendesk, ServiceNow, etc.) is a strong advantage.
- Strong attention to detail: fare rules, ticket coupons, airline deadlines, and documentation requirements
must be second nature.
- Able to manage a high-volume case load while maintaining accuracy and escalating appropriately.
Preferred / Advantageous
Experience spanning more than one airline distribution type (e.g., LCC and GDS, or NDC and GDS).- Familiarity with involuntary change, schedule change, and force majeure refund categories.
- Exposure to OTA, TMC, or travel aggregator environments.
- Graduate degree in a relevant discipline — though equivalent experience is equally valued.
