About the role
With over 35 years of combined travel experience, TripJack’s founders have always prioritised the needs of travel agent partners. Our goal is to empower partners with state-of-the-art technology that enables them to efficiently manage their businesses with minimal assistance. With a strong focus on supply, technology, and customer service, TripJack has become the preferred one-stop solution for travel agents seeking reliable, convenient, and efficient solutions for their clients.
Role: Travel ConsultantLocation: Lower Parel, MumbaiExperience: 2-4 years Education: Graduate
Job Summary: We are looking for a Travel Consultant – Ticketing, Refunds & Reissues to manage domestic and international ticketing operations, including bookings, cancellations, refunds, reissues, and schedule changes. The ideal candidate should have hands-on experience with GDS systems, strong knowledge of airline fare rules and refund processes, and the ability to deliver accurate and timely support while ensuring compliance with airline and company policies.
Job Responsibilities:
- Process international airline refund requests through GDS and B2B travel platforms.
- Verify fare rules, cancellation policies, refund eligibility, penalties, taxes, and airline-specific conditions.
- Calculate refundable amounts, airline cancellation charges, residual values, and applicable taxes accurately.
- Handle voluntary and involuntary refunds resulting from passenger cancellations, schedule changes, flight disruptions, or airline operational changes.
- Coordinate with airlines, consolidators, and GDS support teams to obtain refund approvals, waivers, and exception authorizations.
- Follow up on pending refund cases to ensure completion within defined turnaround times (TAT).
- Communicate refund status, expected timelines, and airline updates to travel agents and internal stakeholders.
- Maintain complete documentation of refund transactions and ensure accurate record keeping.
- Resolve refund-related disputes and complex cases by coordinating with internal and external stakeholders.
- Ensure compliance with airline fare rules, BSP/ARC guidelines, ADM policies, and company SOPs.
- Prepare daily and monthly MIS reports related to refund processing, pending cases, and productivity.
- Continuously monitor airline policy updates and implement process changes accordingly.
Required Skills & Qualifications:
- 2–5 years of experience in Offline domestic and international air ticketing.
- Hands-on experience in ticket reissues, refunds, cancellations, voluntary and involuntary schedule changes.
- Strong understanding of airline fare rules, fare construction, taxes, penalties, and ADM management.
- Proficiency in GDS systems such as Amadeus, Galileo, or Sabre.
- Experience with B2B travel platforms such as TripJack, TBO, Akbar Online, TravClan, or similar OTA systems.
- Good knowledge of airline schedule change and waiver policies.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and coordination abilities.
- High attention to detail with the ability to work under pressure and meet SLA/TAT requirements.
- Proficiency in Microsoft Excel and MS Office.