Provides priority support to B2B travel agents and key accounts for domestic and international air bookings. Handles ticketing, amendments, cancellations, refunds, reissues, schedule changes, rerouting, fare validation, waiver requests, escalations, and airline coordination. Applies fare rules and penalty structures, maintains case records, meets SLA and TAT targets, prevents ADM losses, and resolves complex itinerary and booking issues through calls, email, and CRM systems.
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.
Role: Travel Consultant / Sr. Travel Consultant
Location: Mumbai
Experience: 2-4 years
Job Summary:
We are looking for a Travel Consultant – Priority Desk to provide premium support to key B2B travel partners for domestic and international air bookings. The role involves handling high-priority booking requests, ticketing, amendments, refunds, reissues, schedule changes, and escalations while ensuring exceptional service delivery within defined SLA and TAT standards.The ideal candidate should possess strong GDS knowledge, expertise in airline fare rules, and the ability to manage complex travel requirements with accuracy and efficiency.
Job Responsibilities:
- Manage end-to-end support for Priority Desk travel agents and key accounts.
- Handle domestic and international flight bookings, ticketing, amendments, cancellations, refunds, and reissues.
- Process voluntary and involuntary changes, including schedule changes, rerouting, and waiver requests.
- Coordinate with airlines and suppliers for special approvals, fare validations, and exception handling.
- Ensure accurate interpretation and application of airline fare rules and penalty structures.
- Provide timely resolutions to high-priority and escalated cases through calls, emails, and CRM platforms.
- Monitor queues and ensure all priority cases are handled within defined SLA and TAT.
- Maintain complete case documentation and update transaction records accurately.
- Assist travel agents with complex itineraries, fare calculations, and booking-related queries.
- Prevent ADM losses by ensuring compliance with airline policies and ticketing guidelines.
- Collaborate with internal teams to resolve customer concerns and service escalations effectively.
- Deliver exceptional customer experience while maintaining quality and productivity standards.
Required Skills & Qualifications:
- Graduate with 2–5 years of experience in domestic and international air ticketing.
- Hands-on experience in ticketing, reissues, refunds, cancellations, and schedule change management.
- Proficiency in GDS systems (Amadeus, Galileo, or Sabre).
- Strong understanding of airline fare rules, penalties, waivers, and ADM management.
- Experience working on B2B travel platforms such as TripJack, TBO, or similar portals.
- Excellent communication, problem-solving, and customer service skills.
- Ability to manage priority cases while meeting SLA/TAT requirements.
- Good knowledge of MS Excel and MS Office.
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