Job Description
Special Note
This role comes under "CoreOps Service Private Limited", Air Arabia's newly launched Global Capability Center in Pune, India.
CoreOps Services Private Limited (a subsidiary of “Air Arabia PJSC”) caters to the global business operations of the Air Arabia group and provides operations support to the Air Arabia parent company as well as its subsidiaries, joint ventures and associates worldwide. “CoreOps” focuses on centralizing, standardizing, and streamlining processes for efficient functioning of the business.
Job Purpose Processing refund requests from customers as part of shared services environment. This role requires precise calculation of refund values, end-to-end processing of refunds using global distribution systems (GDS), maintaining efficiency in compliance with airline policies and guidelines. Training will be provided, making it ideal for individuals with an interest in airfare calculations and travel industry operations.
Key Result Responsibilities
- Accurately handle refund calculation requests ensuring adherence to airline and fare policies.
- Perform comprehensive fare rule checks using Amadeus, Galileo, and Sabre GDS systems to validate refund eligibility.
- Calculate net refund amounts for unused and partially utilized tickets by applying fare basis rules and deducting standard processing fees.
- Provide refund estimates to travel consultants for review and approval and proceed with refund actions upon confirmation.
- Proactively identify unutilized tickets eligible for refunds and ensure timely claims for unused fares and taxes before ticket expiry.
- Organize and process refunds, categorizing eligible amounts under unclaimed refund revenue.
- Utilize multiple GDS platforms (Amadeus, Galileo, Sabre) to retrieve booking details, verify fare rules, and process refunds.
- Stay updated on GDS functionalities and fare calculation techniques to improve efficiency.
- Work closely with travel consultants to ensure clarity and accuracy in refund processes.
- Address inquiries from consultants regarding refund rules, calculations, and ticket eligibility.
- Identify opportunities to streamline refund processes and suggest improvements to enhance accuracy and efficiency.
- Ensure compliance with operational guidelines and service level agreements (SLAs).
Qualifications (Academic, training, languages) Graduate with additional certification in travel and tourism (e.g., IATA course) is a must.
Work Experience
- 2 years’ experience in ticketing within Travel Agency.
- Knowledge of GDS systems (Galileo, Amadeus, Sabre) is an added advantage.
- Proficiency in Microsoft Office applications (especially Excel)
- Strong attention to detail, accuracy, and numerical skills.
- Good communication skills and a proactive approach to learning in a fast-paced environment.
