Air Operations Coordinator

ABOUT US 

Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. With a combined fleet of 28 ships with nearly 60,000 berths, these brands offer itineraries to more than 490 destinations worldwide. The Company has nine additional ships scheduled for delivery through 2027.

Named by Forbes as “America’s Best Large Employers” in 2021, Norwegian’s passionate team members have offered guests an outstanding award-winning vacation experience. Ranking among the top 75 companies in the overall Large Employer category and among the top 10 companies in the Travel & Leisure sector.

“We are proud to be recognized by Forbes as one of the World’s Best Large Employers,” said Frank Del Rio, president, and chief executive officer of Norwegian Cruise Line Holdings Ltd. “We believe people are our most important resource and this prestigious honour demonstrates our ongoing commitment to support, respect and empower our Company’s 34,000 dedicated and passionate team members across the globe.”

By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.

BENEFITS:

• Free car parking nearby.
• Pension Scheme.
• Private Medical.
• 6 weeks- paid sickness.
• Discounted Cruise Programme.
• 25 days paid holiday + 8 Bank Holidays. 
• Bus Discounts. 

ROLE LOCATION

This role can be based in our office or be a fully remote (WFH) position. 

BASIC PURPOSE

To book and issue all scheduled airline and low-cost tickets adhering to airline contract/fare rules and deadlines. Answer telephone calls and emails from both internal and external customers, booking flights or resolving flight discrepancies.

POSITION RESPONSIBILTIES: 

• Issuance of all airline tickets incorporating groups, allocations, nett, IT, BT, Cat 35/Cat 25 & published fares as per airline contracts.
• Ensuring all deadlines are met regarding ticketing time limits and that tickets are issued according to required timelines.
• Understanding and correct interpretation of all fare rules to ensure accurate issuance of all tickets to ensure ADMs are minimised.
• Issuance of tickets at the lowest cost to maximise revenue.
• Execution of ticketing reports to check for 100% accuracy - examining names, flight schedules and cancellations providing correct data prior to ticketing.
• Providing assistance for all ticketing contract related queries and solving any related issues.
• Recalculate fares and reissue tickets on an ad-hoc basis to meet the changing needs of the customer.
• Liaising with internal agents, and vessels providing assistance with booking adjustments.
• Manage and action all emails in rotation with other team members within agreed service standards.
• Handling telephone queries from internal agents, direct guests and travel agents within agreed service standards.
• Booking flights with best connections including low-cost allocations, low-cost ad-hoc and scheduled carriers.
• Liaising and assisting colleagues with excess workload within the Air Department.
• Perform regression & user acceptance testing for all Air related applications.
• On call support for Emergency Duties (Rota basis).
• Staff travel ticketing and support via Concur Travel.

NATURE AND SCOPE

• Ensuring 100% accuracy to ensure ADMs are minimised.
• Keeping up to date with contract amendments.
• Crisis management with operational hazards such as airline strikes.
• Dealing with the pressure of a busy environment.
• Providing excellent customer service in line with our Guests First policy. 

EXPERIENCE

KNOWLEDGE & SKILLS:

• Experience in issuing airline tickets on a wide variety of scheduled & Low-cost airlines.
• Proficient knowledge in flight routings, general ticketing standards, major gateways & hubs.
• Thorough knowledge of Amadeus GDS (preferred).
• Experience of Sabre GDS desirable.
• Strong analytical skills to research and resolve discrepancies.
• Excellent organisational skills with the ability to prioritise and deliver to tight deadlines.
• Ability to work under pressure and use own initiative.
• Good written and verbal communication skills.
• Second language and advantage German (preferred).
• Good telephone manner.
• Self-motivated.
• Flexible in working hours and a good team player.
• Computer literate – Word, Excel and Outlook.

QUALIFICATIONS (OR EQUIVALENT)

• Fares and ticketing 1&2 qualifications or 1-2 years of experience in a similar role

** If you do not hear back from us within 4 working weeks of sending us your application, it means that on this occasion you have been unsuccessful**.