Job Title
Executive / Junior Executive – Refunds & Airline Operations
Department: Airline Operations / Back-Office Travel Services
Location: Delhi
Reporting To: Operations Lead / Team Manager
Role Summary
The Executive / Junior Executive will be responsible for end-to-end airline refund processing along with post-ticketing operations, ensuring accuracy, compliance with airline rules, and adherence to SLA timelines. The role demands hands-on GDS expertise, process discipline, and comfort working in high-volume B2B environments.
Key Responsibilities (KRAs)
1. Refund Processing (Primary KRA – 40%)
- Process voluntary & involuntary refunds as per airline fare rules
- Handle schedule change refunds, cancellations, and no-show cases
- Validate fare rules, penalty applicability, and waiver conditions
- Create and process Manual TSTs wherever required
- Coordinate with airlines through GDS queues / email / outbound calls
- Ensure refund turnaround time (TAT) is met as per client SLAs
2. Post-Ticketing & Allied Operations (30%)
- Ticket issuance, reissuance, exchanges, and cancellations
- Name corrections and itinerary rectifications
- Fare recalculation and tax adjustments
- Handling EMD issuance & tracking where applicable
- Managing queue-based work efficiently on GDS
3. GDS & System Handling (20%)
- Work extensively on Amadeus and/or Sabre
- Follow SOPs for airline-specific refund logic
- Maintain accuracy in PNR documentation
- Update internal trackers, MIS, and refund logs
- Support automation-led workflows initiated by company
4. Quality, Compliance & Coordination (10%)
- Ensure 100% audit-ready documentation
- Adhere strictly to airline policies and internal SOPs
- Coordinate with internal QA, finance, and client teams
- Escalate complex cases with clear case notes
Desired Candidate Profile
Experience
- 0.5 – 2 years of experience in airline operations / refunds / ticketing
- Exposure to BPO / Captive / OTA / Travel agency back-office preferred
Technical Skills
- GDS: Amadeus / Sabre (mandatory – at least one)
- Manual TST creation
- Fare calculation & airline rules interpretation
- Refund processing workflows
- Basic Excel / MIS tracking
Soft Skills
- High attention to detail & process discipline
- Ability to work under SLA & volume pressure
- Clear written & verbal communication
- Problem-solving mindset
- Willingness to learn automation-driven processes
Education
- Graduate / Diploma (any stream)
- Aviation / Travel & Tourism certification preferred but not mandatory
Pay: ₹20,000.00 - ₹25,000.00 per month
Experience:
- Total: 2 years (Preferred)
- Refunds & Airline Operations: 2 years (Preferred)
- Amadeus / Sabre: 2 years (Preferred)
Work Location: In person
