Reservations and Ticketing Agent (Flights Customer Service)

Nasr City, Cairo
Permanent
Full-time

5 days ago

About Wego:We’re on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to travel. Our company was founded back in 2005, and since then, we’ve imagined and created some of the most well-loved products for travellers all around 1the world.Today, Wego is the number 1 travel metasearch engine in the Middle East. There are millions of users on Wego every month — people who travel for adventure, for work, for family and for many other reasons. That’s why we work tirelessly to make your experience of planning & booking flights, hotels and trips as seamless as possible.Position OverviewOur Flight Operations & Fulfilment Team operates 24/7, 365 days a year, and is comprised of experienced, highly skilled Reservation & Ticketing Agents. The team specialises in flight booking and ticketing using GDS systems and airline portals, with a strong foundation in IATA Fares and Ticketing.As part of this team, you must demonstrate full competence in the operational processes of airline ticket issuance, reconciliation, and fulfilment. A solid understanding of BSP Processes including; Refunds, and Reconciliation is essential.While automation handles most of our routine processes, this team manages the complex cases automation cannot cover. You will play a critical role in monitoring, auditing, and manually resolving booking and ticketing issues to ensure operational excellence.Key ResponsibilitiesTicketing & Reservation Management

Process modifications of flight reservations and tickets, including exchanges, voids, cancellations, and refunds.
Investigate and resolve ticketing failures, reporting root causes to relevant stakeholders.
Monitor ticket issuance deadlines, ensuring compliance with fare rules and airline regulations.
Optimise costs through reissues, cancellations, and re-bookings while maintaining booking accuracy.

Fare & Cost Management

Apply advanced fare strategies to secure optimal pricing for domestic and international bookings.
Conduct multi-PCC and multi-GDS fare shopping to reduce costs.
Collaborate with global consolidators and leverage different BSP markets to maximise commissions and minimise fares.

System Monitoring & Quality Control

Perform quality control checks to ensure compliance with booking rules and industry regulations.
Monitor booking and ticketing systems, identifying and resolving operational challenges proactively.
Provide GDS guidance and support to customer service teams in handling ticketing complexities.

Communication & Reporting

Manage incoming requests through systems with accuracy and timeliness.
Handle escalated calls, offering expert advice and resolution.
Maintain accurate customer profiles, invoicing, and documentation of booking activities.

Process Improvement

Identify opportunities to enhance workflows and improve booking/ticketing processes.
Provide constructive feedback and recommendations to improve efficiency across ticketing and fulfilment operations.

Qualifications & Skills

Education: High school diploma required; degree in tourism, hospitality, or related field preferred.
Certification: IATA certification strongly preferred.
Experience:
Minimum of 3 years as a reservation & ticketing agent handling complex bookings.
Proficiency in at least one GDS (Sabre, Travelport, or Amadeus).
Experience with regional LCCs and online booking tools.
Technical Knowledge:
Deep understanding of airline fare types, BSP reconciliation, and payment methods (Cash BSP, ARC Clearing House, VCC, UATP, IEP).
Familiarity with GDS cryptic commands preferred.
Languages: Fluent in Arabic and English (additional languages are a plus).

Skills:

Strong communication and problem-solving skills.
Ability to work under pressure, manage multiple tasks, and operate both independently and within a team.

Why Join Us?
We are the fastest-growing flight company in the Middle East, operating in a dynamic and fast-paced environment.Our teams are always exploring ways to improve, innovate, and grow. If you’re passionate about aviation, thrive under pressure, and are ready for a challenge, we want to hear from you.

Wego

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