POSITION IDENTIFICATION
Job Title: Travel Counsellor
Department: B2B Ticketing (FIT)
Direct Superior: Assistant Ticketing Manager
Job Location: AA Aviation (Bukit Bintang)
JOB PURPOSE
The Ticketing FIT Division provides support to travel agents and clients in airline ticketing and reservations. The team is responsible for fare quotations, ticket issuance and reissuance, reservation management, and ensuring compliance with airline regulations and ticketing procedures. This role ensures accurate ticket documentation and timely assistance to support smooth travel arrangements.
ROLE PROFILE & RESPONSIBILITIES
- Assist travel agents and clients with ticketing inquiries and reservations via email and other communication channels.
- Provide accurate fare quotations and guidance on airline rules, ticket conditions, and seat availability.
- Issue, reissue, and cancel airline tickets in accordance with airline policies and procedures.
- Manage and maintain reservations, including itinerary changes, special requests, and updates.
- Verify ticket details to ensure accuracy in passenger information, routing, and pricing.
- Ensure compliance with airline regulations, ticketing deadlines, and company standards.
- Coordinate with airlines and internal departments to resolve ticketing issues or discrepancies.
- Maintain proper documentation and records for all ticketing transactions.
- Support the preparation of reports or summaries related to ticketing and sales data.
- Assist with general administrative tasks to ensure smooth daily operations.
- Perform other duties as assigned.
EDUCATION, EXPERIENCE & TECHNICAL SKILLS REQUIRED
Education
- Diploma or Certificate in Travel, Tourism, Business Administration, or a related field.
Experience
- Minimum 1–2 years of experience in airline reservations or ticketing within the travel industry.
- Fresh graduates with relevant internship experience may be considered for junior positions.
Technical Skills
- Familiarity with Global Distribution Systems (GDS) such as Galileo, Sabre, Amadeus, or other ticketing systems.
- Proficient in Microsoft Office applications, especially Excel, Word, and Outlook.
- Basic knowledge of airline fare rules, ticketing procedures, and reservation processes.
OTHER SKILLS
- High attention to detail and ability to handle multiple tasks accurately.
- Strong interpersonal and communication skills to liaise with travel agents, clients, and internal teams.
- Flexible, adaptable, and willing to learn new systems and procedures.
- Reliable, responsible, and able to work with minimal supervision.
- Good time management skills and ability to meet daily operational deadlines.