Flights Reservations assistant

Hays Travel
Sunderland, Tyne and Wear
19 Mar 2018
19 Apr 2018
Job function
Full Time
Contract Type

Job Title: Flights Reservations Assistant

Department: Flights

Reporting to: Flights Manager/Team Leader

Hours: 37.5 hours per week working on a rota basis (Mon-Fri 9.00am-8.00pm Saturday 9.00am-5.30pm & Sunday 10.00am-4.00pm)


Role Summary

In this role you will provide flight itineraries to a variety of customers. You will use your product knowledge and provide excellent customer service to organise air travel arrangements via Galileo GDS. Dealing directly with our own agents we provide a support function to all our sales division who rely heavily on our expertise.

Key Responsibilities

  • Working on Galileo GDS system to create and tailor make flight itineraries via calls and e-mails
  • Respond and action any changes requested for an existing itinerary within given timescales
  • Handling agent queries with regards to airline reservations
  • Complete airline ticketing in Galileo GDS accurately and efficiently 
  • Dealing directly with the airlines if a problem arises to achieve a preferred outcome
  • The ability to read and understand the airlines contracts and terms and conditions
  • Ensure the Customer Excellence process and procedures are followed at all times
  • Competencies Required
  • Excellent organisational skills
  • Attention to detail and high levels of accuracy
  • Ability to identify a problem and take ownership until resolved

Qualifications / Experience Required

  • Experience of working with airline contracted fares
  • Previous customer service experience
  • Previous experience working within a fast paced environment to tight deadlines and targets
  • Worked within a travel sales environment


  • To undertake any other duties that may fall into the job criteria
  • To conform with all company policies and procedures including Health and Safety
  • To treat all employees, customers and suppliers with dignity and respect 
  • This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved


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