JOB DESCRIPTION B2C Travel Consultant – Air Ticketing Department
Sales / Air Ticketing
Position Overview
The B2C Travel Consultant – Air Ticketing is responsible for managing the complete air-ticketing sales and service cycle, including understanding customer requirements, providing suitable airfare options, ticket issuance, reissuance, refunds, transit visa guidance, payment follow-up, and client coordination.
The role requires strong knowledge of airline products, GDS systems, fare rules, ticketing procedures, transit visa requirements, customer service, sales, and commercial management.
Key Responsibilities
1. Air Ticketing & General Reservations
- Understand customer travel requirements and provide suitable airfare options based on destination, travel dates, and preferences.
- Use Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo to search, book, and confirm tickets.
- Accurately capture and verify passenger information, including:
- Passport details
- Travel dates
- Passenger preferences
- Other information required for ticket issuance
- Provide fare quotations and assist customers with special requests such as:
- Meal preferences
- Seat preferences
- Baggage requirements
- Other applicable services
- Clearly communicate airline rules and conditions, including:
- Baggage allowances
- Change fees
- Cancellation policies
- Applicable fare conditions
- Advise customers regarding transit visa requirements based on flight itineraries, stopovers, and layover durations.
- Maintain accurate booking and customer information in the organization’s prescribed internal templates.
2. Ticket Reissuance
- Handle ticket modifications, including:
- Date changes
- Route adjustments
- Passenger name corrections
- Liaise with airlines and relevant vendors to determine applicable:
- Penalties
- Fare differences
- Tax adjustments
- Update ticket records in the GDS or applicable vendor portals.
- Provide revised itineraries and updated ticket information to customers.
- Ensure all reissuance transactions comply with airline-specific policies and agency guidelines.
3. Refund Processing
- Initiate and track refund requests for partially or fully unused tickets.
- Verify refund eligibility based on applicable airline fare rules and cancellation policies.
- Coordinate refund processing with airlines and ensure accurate documentation.
- Monitor refund timelines and follow up where required.
- Keep customers informed regarding:
- Refund status
- Expected processing timelines
- Applicable deductions
- Other relevant refund conditions.
4. Transit Visa Guidance
- Stay updated on transit visa requirements applicable to different nationalities and travel routes.
- Provide customers with accurate information regarding mandatory transit visas, including:
- Visa requirements
- Permitted transit duration
- Required documentation
- Highlight potential risks of denied boarding arising from missing or inadequate transit visas.
- Regularly refer to relevant immigration authorities, airlines, and official visa resources to ensure the information provided to customers is accurate and current.
5. CRM & Lead Management
- Update daily lead-stage data and remarks in the CRM.
- Maintain accurate and timely records of customer interactions and lead progress.
- Schedule sales meetings through:
- Telephone
- Online meetings
- Offline meetings
- Conduct effective sales meetings to:
- Understand the client’s travel ecosystem and previous travel experiences.
- Position Forever Travels as the preferred travel partner.
- Identify requirements for ancillary products such as travel insurance and hotel bookings.
6. Sales Proposal Management
- Prepare sales proposals based on customer requirements.
- Ensure proposals accurately reflect the customer’s travel requirements and the products/services being offered.
- Coordinate internally wherever required to ensure proposals are accurate and commercially appropriate.
7. Sales Conversion & Revenue Generation
- Negotiate win-win deals with customers.
- Maintain the required profitability index in accordance with management guidelines.
- Achieve assigned monthly sales targets.
- Follow up with customers for payment collection and ensure outstanding payments are followed up on a timely basis.
- Identify opportunities to generate additional revenue through ancillary travel services.
8. Client Coordination
- Communicate professionally with customers through email, telephone, messaging platforms, and meetings.
- Record important client discussions and commitments through professional written communication.
- Act as the interface between the customer and the Finance and Operations teams.
- Ensure customer requirements and relevant transaction information are communicated accurately to internal departments.
9. Training & Professional Development
- Attend relevant trade and industry events as required.
- Participate in online and offline knowledge- and skill-based training programs organized by the company or its partners.
- Continuously update knowledge of airline products, ticketing procedures, fare rules, and visa requirements.
Key Performance Areas (KPIs)
Performance in this role will primarily be evaluated on:
- Accuracy of ticket issuance
- Accuracy of reissuance and fare calculations
- Accuracy of refund calculations and processing
- Accuracy and quality of transit visa guidance
- Turnaround time for resolving customer queries and completing transactions
- Customer satisfaction and feedback
- Knowledge updates relating to airline and visa regulations
- Revenue generated through ticket sales
- Revenue generated through ancillary travel services
- Sales target achievement
- Profitability / profitability index
- Payment collection and follow-up discipline
- CRM accuracy and timely updates.
Core Competencies
The candidate should demonstrate:
- Strong air-ticketing knowledge
- Working knowledge of GDS platforms such as Amadeus, Sabre, or Galileo
- Understanding of airline fare rules and ticketing conditions
- Strong attention to detail
- Ability to accurately calculate fare differences, penalties, taxes, and refunds
- Customer service and relationship management skills
- Strong sales and negotiation skills
- Knowledge of transit visa requirements
- Professional written and verbal communication
- CRM and lead management discipline
- Payment follow-up and commercial awareness
- Ability to coordinate effectively with airlines, vendors, Finance, Operations, and customers
- Willingness to continuously learn and update industry knowledge
Role Success
Success in this role will be measured by the ability to accurately and efficiently manage air-ticketing transactions while converting sales, generating revenue, maintaining profitability, providing reliable customer guidance, and ensuring a high level of customer satisfaction.
Pay: ₹23,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
Work Location: In person
